These Terms & Conditions set out the basis on which you may use the Heather's Place4Pets website and, where available, place online orders for products and services.
By accessing or using this website, you confirm that you are at least 18 years old and that you agree to be bound by these Terms & Conditions. If you do not agree, you must not use this website or place orders through it.
We may update these Terms & Conditions from time to time to reflect changes in our business, legal or regulatory requirements. The version shown on this page at the time you use the website or place an order is the version that will apply.
References in these Terms & Conditions to “we”, “us” or “our” are to Heather's Place4Pets. References to “you” or “your” are to the person using the website and/or placing an order.
This website is provided for personal, non-commercial use to help you learn about our shop, check what we stock and, where available, place online orders.
- You must not use this website in any way that is unlawful, harmful, abusive, defamatory, or that could damage, disable or overburden our systems.
- You must not attempt to gain unauthorised access to the website, its data, the server on which it is stored, or any connected systems or networks.
- You must not use automated tools or software to scrape, copy or monitor any part of this website without our prior written consent.
Unless stated otherwise, all content on this website (including text, images, logos and layout) is owned by or licensed to us and is protected by intellectual property laws. You may view, print or save individual pages for your own personal use, but you must not copy, adapt, distribute or use any content for commercial purposes without our prior written permission.
Any information you provide to us via this website must be accurate and not misleading. If you create an account or sign up for communications, you are responsible for keeping your login details confidential and for any activity carried out using your account.
Some, but not all, of the products and services shown on this website can be purchased online. Product descriptions, images and availability are provided in good faith, but they are for guidance only and do not form part of the contract. Colours, sizes and packaging may vary slightly in real life.
By placing an order online, you are making an offer to buy the products and/or services selected in accordance with these Terms & Conditions.
- Placing your order: You select the items you wish to purchase, provide the required details, choose collection or delivery (where available) and submit your order at checkout.
- Acknowledgement: We will usually send an automatic email to confirm that we have received your order. This acknowledgement is not our acceptance of your order.
- Acceptance: A contract is formed only when we confirm that your order has been accepted (for example, via a separate confirmation email), or when we take payment and start preparing your order, whichever happens first.
We may decline or cancel an order (for example, if an item is out of stock, there is a pricing error, we are unable to verify your details, or we reasonably believe the order to be fraudulent). If we cancel an order after payment has been taken, we will refund you in full for any amounts already paid for the cancelled items.
To place an order online, you must be at least 18 years old and legally capable of entering into a binding contract.
All prices shown on this website are in pounds sterling (GBP) and include VAT where applicable. We may change prices at any time, but such changes will not affect orders that we have already accepted.
We take reasonable care to ensure that prices shown are correct, but mistakes can occur. If we discover a pricing error after you have placed an order, we will contact you with the correct price and ask whether you wish to continue with the order or cancel it. If we cannot contact you, or if you choose to cancel, we will refund any amounts already paid for the affected items.
Payment methods accepted for online orders will be shown at checkout. Payment is normally taken at the time you place your order. You must provide payment details that you are authorised to use, and there must be sufficient funds or credit to cover the transaction.
From time to time we may run promotions, discounts or special offers. Each promotion will be subject to its own specific terms (for example, eligibility criteria, dates and any exclusions). Unless stated otherwise, promotions cannot be used in combination and may not apply to all products, services or delivery options.
Delivery and collection options vary depending on the type of product and your location. Not all items are available for online delivery; some are for in-store purchase or collection only.
Local delivery: Where offered, local delivery areas, charges and estimated timescales will be explained at checkout or in our delivery information. Delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by events outside our reasonable control.
If no one is available to receive the delivery at the agreed address, we may attempt to leave the goods in a safe place, with a neighbour, or arrange a new delivery time. In some cases, a further delivery charge may apply if we need to rearrange delivery.
In-store collection: If you choose collection, we will let you know when your order is ready. You (or the person collecting on your behalf) may be asked to show your order confirmation and proof of identity. Orders not collected within a reasonable period may be cancelled and refunded.
Risk in the products (for example, risk of loss or damage) passes to you when you receive them. Ownership of the products passes to you when we have received full payment.
Your legal rights may differ depending on whether you buy in store or at a distance (online or by phone). Nothing in these Terms & Conditions affects your statutory rights.
Changing or cancelling an order: If you wish to change or cancel your order after it has been placed, please contact us as soon as possible. If we have already started preparing your order or handed it to a delivery partner, we may not be able to cancel it, but you may still be able to return eligible items.
Returns and refunds for products: We want you to be happy with your purchase. Subject to the exclusions below, we will usually offer an exchange or refund for unused products returned within a reasonable period, in their original condition and with proof of purchase.
For health, safety and welfare reasons, we may not be able to accept returns or offer refunds on certain items, for example:
- Live animals and livefood;
- Personalised or special-order items;
- Perishable or time-sensitive goods (such as opened pet food or treats);
- Items that have been opened, used or damaged by you, unless they are faulty.
If a product is faulty or not as described, please contact us so that we can discuss repair, replacement or refund options in line with your legal rights.
Refunds: Refunds will normally be made using the same method you used to pay. We may make reasonable deductions if returned items show signs of use that go beyond what is necessary to check them.
In addition to the general terms above, the following apply to certain services offered by Heather's Place4Pets.
Dog grooming; claws and beaks cut:
- Appointments are required and may involve a deposit. We will explain any deposit and payment terms at the time of booking.
- Please ensure your pet is fit, healthy and up to date with any recommended vaccinations and parasite treatments. You must tell us about any medical conditions, behavioural issues or special requirements before the appointment.
- If you need to cancel or rearrange, please give as much notice as possible. Late cancellations or missed appointments may be subject to a fee.
Local home deliveries:
- Home deliveries are available only in specified local areas and for certain types of products. Minimum order values, delivery charges and available time slots will be explained when you book.
- You are responsible for providing accurate delivery details and safe access to the property.
Unusual animals by special order:
- Special-order animals are usually subject to a non-refundable deposit once we have confirmed availability and you have agreed to proceed.
- We reserve the right to decline a special-order request if we have welfare concerns or believe that the animal is not suitable for your circumstances.
Further details about each service, including current prices and practical guidance, are provided on our Services page or at the time of booking.
We aim to keep the information on this website accurate and up to date, but it is provided for general information only. It does not replace professional veterinary advice. Always consult a qualified vet if you have concerns about your animal's health or welfare.
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms & Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.
We do not exclude or limit in any way our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence (or the negligence of our employees, agents or subcontractors), for fraud or fraudulent misrepresentation, and for your rights in relation to faulty products or services.
We only supply products and services for domestic and private use. If you use them for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
We do not guarantee that this website will always be available, secure or free from bugs or viruses. You should use your own antivirus protection software.
These Terms & Conditions, and any contract between you and us for the supply of products or services, are governed by the laws of England and Wales.
If you are a consumer, you and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. This means you can bring a claim in the courts of England and Wales, or in the courts of another part of the United Kingdom where you live.
We are committed to providing friendly, helpful service. If you are unhappy with any aspect of our products, services or your experience with Heather's Place4Pets, please contact us in the first instance so that we can try to put things right.
You can raise a concern or complaint in store, by phone or by email using the details on our Contact & Find Us page. Please provide your name, contact details, details of what went wrong and what you would like us to do.
We will aim to acknowledge your complaint promptly, investigate what has happened and respond with our findings and any proposed resolution. Many issues can be resolved informally, but if you remain dissatisfied you may have the right to take your complaint further through consumer protection organisations or the courts.
These Terms & Conditions should be read together with our other key policies, which explain how we handle your personal data and how we use cookies and similar technologies on this website.
- Privacy Policy – explains what personal data we collect, how we use it, and your rights.
- Cookie Policy – explains what cookies are, which cookies we use and how you can manage your cookie preferences.
If there is any conflict between these Terms & Conditions and another policy, these Terms & Conditions will usually take precedence in relation to the use of this website and any online orders, unless a different priority is stated in the relevant policy.