Terms and Conditions

1. About these terms

We are Wagg N Purr Ltd, trading as Wagg N Purr’s Pantry. We are registered in England and Wales under company number 14436225. Our registered office is Unit 2 Umborne Bridge, Dolphin Street, Colyton, England, EX24 6LU.

In these terms, “we”, “us” and “our” mean Wagg N Purr Ltd. “You” and “your” mean the customer. “Goods” means the products shown on this website. “Order” means your request to buy Goods through the checkout. “Contract” means the legally binding agreement formed when we accept your Order.

2. Goods and availability

Product descriptions, photographs, weights and colours are provided to help you identify the Goods. Packaging and appearance may change and small variations may occur. Any substitution or material change will be handled fairly and will not reduce your statutory rights.

All Goods are subject to availability. If an item becomes unavailable after you order, we will contact you and offer an appropriate alternative where possible or refund the affected item.

Product and feeding information is general information. Follow the manufacturer’s instructions and seek professional veterinary advice where appropriate for your pet.

3. Orders and the contract

The product pages and prices are invitations to place an Order, not offers that we are obliged to accept. The checkout lets you review and correct information before submitting your Order.

After you order, we will send an acknowledgement. A Contract is formed when we send confirmation that we have accepted the Order. We may decline an Order, for example because an item is unavailable, payment cannot be authorised, delivery is not available to the address supplied, or an obvious pricing error has occurred. If payment has already been taken, we will refund the relevant amount.

Please check your confirmation and tell us promptly if anything is wrong.

4. Price, payment and promotions

The price of the Goods and any delivery charge will be shown at checkout. Prices include VAT where applicable. You must provide a valid payment method, and payment may be taken when you place the Order or before dispatch or delivery.

Promotion codes must be entered before checkout is completed. In-store codes must be quoted before payment. Discounts cannot normally be applied retrospectively. Individual promotions may have extra terms, and only one code may be used per Order unless the promotion says otherwise.

5. Delivery and collection

Available services, eligible areas, charges and local delivery days are explained on our Delivery Information page. Frozen food is available only through eligible local delivery or collection services; nationwide delivery is limited to suitable non-frozen food, treats and other eligible Goods.

We will deliver within the period agreed at checkout or in our confirmation. If no period has been agreed, we will deliver without undue delay and no later than 30 days after the Contract is formed.

If delivery is materially late, your rights will depend on the circumstances, including whether an agreed date was essential and whether a reasonable additional deadline has passed. If you lawfully end the Contract because of late delivery, we will refund the relevant payment.

We may deliver in instalments where there is a genuine reason and this does not result in an additional charge. If you fail to take delivery through no fault of ours, we may charge reasonable storage or redelivery costs.

6. Risk and ownership

The Goods become your responsibility when they are delivered to you, to a person you nominated, or collected by you. Where reasonably practical, check the Goods promptly and tell us about damage, shortages or temperature concerns as soon as possible.

You own the Goods once we have received payment in full.

7. Cancellations, change of mind and returns

Online orders for non-perishable Goods

You normally have 14 days after receiving eligible non-perishable Goods to tell us that you wish to cancel. You then have a further 14 days to return them. Contact us using the details below and clearly identify the Order and the Goods being cancelled.

You are responsible for the direct cost of returning change-of-mind Goods unless we agree otherwise. Take reasonable care of the Goods and package them securely. We may make a deduction for loss in value caused by handling beyond what is reasonably necessary to inspect the Goods.

We will refund eligible payments, including the least expensive standard outbound delivery option where required by law, within 14 days after we receive the returned Goods or you provide evidence of return, whichever is earlier. Different timing may apply where no return is required.

Frozen, raw and other perishable Goods

The statutory right to cancel does not apply to Goods that are liable to deteriorate or expire rapidly. This includes frozen, raw and other perishable Goods. We cannot accept these as change-of-mind returns. This exception does not affect your rights if Goods are faulty, damaged, unsafe or not as described.

Goods bought in the shop

There is no automatic right to return Goods bought in person simply because you change your mind. This does not affect your rights where Goods are faulty or not as described.

8. Faulty, damaged or incorrectly supplied Goods

If there is a problem, email woof@waggnpurrspantry.co.uk with your Order number, a description of the issue and, where helpful, photographs, packaging details and batch numbers. Please do not dispose of affected Goods until we advise you, unless keeping them would be unsafe.

We will deal with faulty, damaged or incorrectly supplied Goods in accordance with your legal rights. Depending on the circumstances, the remedy may be a repair, replacement, price reduction or refund. If a return is required because the Goods are faulty or incorrectly supplied, we will arrange or reimburse reasonable return costs.

9. Our responsibility

We are responsible for losses that are a foreseeable result of our breach of the Contract or our failure to use reasonable care and skill. We are not responsible for losses that were not foreseeable when the Contract was made or for business losses where you are buying as a consumer.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

We are not responsible for delay or failure caused by events outside our reasonable control, but we will take reasonable steps to minimise the effect and keep you informed where practical. Your legal rights relating to serious delay remain unaffected.

10. Website use, age and accounts

You must be 18 or over to place an Order or create a purchasing account. You are responsible for keeping your password confidential, restricting access to your account and telling us promptly if you believe it has been compromised.

You must provide accurate information and must not misuse the website or attempt to interfere with its security or operation.

We process personal information as described in our Privacy Policy and use cookies as described in our Cookie Policy.

11. General, governing law and complaints

If any part of these terms is found to be invalid, the remaining parts will continue to apply. A delay in enforcing a right does not waive that right. These terms are between you and us; no other person has a right to enforce them.

These terms are governed by the laws of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory protections and may be entitled to bring proceedings in your local courts.

If you have a complaint, please contact us first so we can try to resolve it.