Terms of Service

Pets Never Forgotten’s aim is to give our customers excellent customer service together with creative, good quality, value for money products, delivered in the very best condition.

We understand that occasionally mishaps occur and we offer a straightforward and “no arguments” return policy. If you are ever dissatisfied with the quality of any of our products upon receipt, please let us know and we will dispatch a replacement to you immediately*, free of charge.

If the products are delivered late, damaged, or are not delivered, we ask you let us know, if possible within one working day. If the product is damaged, we will arrange for the damaged product and return to us.

*Subject to stock availability

Welcome to our Website. Please read this document carefully before placing your order. We reserve the right to change these terms from time to time. Any such changes shall not affect any contract subsisting between us at the time of such change. Please check Terms of Service before you make any new purchase. We advise you to print and keep safe a copy of these terms and conditions for your reference.

Sale of Goods

By placing an order with Pets Never Forgotten, you (the customer) are accepting these terms and conditions, as well as our ‘Website terms and conditions,’ to the exclusion of all other terms and conditions. These conditions do not affect your statutory rights.
We will acknowledge your order by email as soon as possible. Any email or other acknowledgement from us does not constitute our legal acceptance of your order. Your offer is accepted and our contract begins with you when the goods are dispatched.
Please refer to “Returns Policy” for conditions that apply. The returns process can be implemented by emailing us at petsneverforgotten1@gmail.com.

Either of us shall have the right to terminate the contract between us without penalty within 14 days from the date you receive the goods. In the event of termination, we will refund to you all sums paid to us for goods within 14 days of the goods arriving back. You will be responsible for covering the cost of returning goods back to us. Termination of the contract shall be without prejudice to the rights and duties of either you or us that have accrued prior to termination. In any claim against us, our liability is limited to the value of the goods you have purchased in the contract that is the subject of the dispute.

Payment and Prices

We will accept payment of your order by credit/debit cards or PayPal.
All orders are positively credit card sanctioned prior to dispatch. We cannot accept responsibility if any details you provide us with are incorrect or if any order is held up as a result of incorrect details.
The price for the goods will be as stipulated on the website at the time when you place your order. We are entitled to make adjustments to the price and give you the opportunity to cancel due to an error or omission on the published price for the goods. We try to ensure that all prices displayed on our website are accurate, but the price of the goods on your order will need to be validated by us prior to processing your order. If there is a problem, we will inform you of the correct price and will give you the opportunity to cancel your order should you wish.
You will pay all sums due to us under these terms by the means specified without any set-off, deduction, or counterclaim.

Foreign Taxes, Duties, and Import Restrictions

If we are delivering to addresses outside our country, you take responsibility for complying with the laws of the destination country.
You are responsible for accounting for any taxes, tariffs, or other duties on goods you order to be delivered internationally.
Delivery surcharges may apply for international deliveries.

Availability

Your order for goods is subject to availability. If we do not supply goods to you for any reason, we will inform you of the situation and will not charge you for those goods. We will refund any money already paid by you for the goods. However, we will not be responsible for compensating you for any other losses, which you may suffer if we do not supply the goods.

Delivery

We aim to dispatch goods within 1 working day of receipt of payment and estimate that you should receive delivery of your goods within 7 days from dispatch. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay in delivery.
Deliveries will be made by our carrier to the delivery address stipulated in your order. You must ensure somebody is present to accept delivery.
We reserve the right to charge for re-delivery if you are not available to take delivery after attempts are made and the delivery is returned to us.
Goods are sent at our risk until signed for by you or by any other person at the address you have given to us.
Title of the goods will pass on delivery. Should you return the goods with our agreement pursuant to conditions set out under these terms and conditions, then title in the goods shall revert to us when you return the goods and we have received them in a condition to be able to resell as new.

Returns

You must tell us by email message to petsneverforgotten1@gmail.com that you would like to return goods, specifying exactly what goods and when purchased, and giving full details of the defect or other reason for return.We will then issue a returns note that must be securely attached to the goods that you return to us. If you send goods to us without a returns note, we may not be able to identify sufficient details to enable us to attend to your complaint/return of goods.

Cooling-Off Period – Goods may be returned during the cooling-off period within 14 days, starting the day after receipt. Clear instructions on how to return the item will be provided via email. All such goods must be returned in an ‘as new’ condition, complete with packaging. You have 14 days to return the goods from the date you notified us. Goods that do not comply with these conditions may not be returned. Where goods are returned in accordance with these provisions, we will reimburse after inspection as soon as possible and we will refund and confirm within 14 days of receipt of goods. If the value of the goods has been reduced (by marks, scratches, or any other slight form of damage), we reserve the right to reduce the level of refund in line with the reduction in value of the goods. Where possible, try to return the goods in the original packaging to help protect the product. It is your responsibility to pack the goods (either within the original packaging or new different packaging) in a way that will protect the goods during transport.

Faulty Items – Outside of the cooling-off period, we do not accept returns unless there was a defect in the goods at the time of receipt or we have agreed in correspondence that you may return them. If goods arrive to you in a damaged or defective condition, you should refuse the delivery or inform us within 5 days of the delivery. We cannot accept claims for missing or damaged items after this time. We will replace damaged goods at no charge.

Complaint Procedure

We aim to delight our customers with our products and service. Should you have a complaint or comment, please contact us through the form on our website and we will endeavour to put matters right.

Website Terms and Conditions

This website is operated by Pets Never Forgotten.
We grant you (the user) a non-exclusive licence to use this website upon the following terms and conditions.
We reserve the right to terminate this licence at any time without notice.

This website contains material which is owned by or licensed by us. This material includes but is not limited to, the design, layout, look, appearance, and graphics. It is protected by intellectual property laws, including but not limited to copyright. We will defend the intellectual property rights in connection with our goods and our website.
You may view, use, download, and store the material on this website for personal use only. Commercial use of the material on this website is not permitted. The redistribution, republication, or otherwise making available of the material on this website to third parties without our prior written consent is prohibited.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
The information on this website is given in good faith. It is subject to change without notice. We are not responsible for any inaccuracies and make no representation and give no warranty as to its accuracy. We give no warranty and make no representation, express or implied, as to the adequacy or appropriateness of the goods for your purpose.

Except as set out in the clause below, we will be under no liability to you whatsoever whether in contract, tort (including negligence) breach of statutory duty, restitution or otherwise for any injury, death, damage or direct, indirect or consequential loss (all three of which terms include without limitation, pure economic loss, loss of profits, loss of business, depletion of goodwill and like loss) howsoever caused arising out of any information or other materials contained in this website, including, without limitation, as a result of any computer virus or any errors in the content of this website or any communication from us regarding the same.
These terms and conditions do not exclude our liability (if any) to you for personal injury or death resulting from our negligence, for fraud, or for any matter which it would be illegal for us to exclude or to attempt to exclude our liability.
These terms and conditions contain all the terms which you have agreed with us in relation to the use of the website.

Your continued use of this website indicates your acceptance of these terms and conditions.

We are committed to safeguarding the privacy of our website visitors; this privacy notice tells you what to expect when we collect personal information. It applies to information we collect about:

Visitors to our websites

Surveys on our websites

People who use our services, e.g., who order products from us or subscribe to our newsletters

Visitors to Our Websites
When someone visits our websites, we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behavior patterns. We do this to find out things such as the number of visitors to the various parts of our sites. This information is only processed in such a way that it does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our websites. If we do want to collect personally identifiable information through our website, we will make it clear that we are doing so, so that informed consent to the collection can be given, and explain what we intend to do with the data.

Use of Cookies
You can read more about how we use cookies in our Cookies Policy.

Search Engine
Our website search functions are powered by the web platforms on which our websites are built. Search queries and results are logged anonymously to help us improve our websites and their search functionality. No user-specific data is collected by us or by any third party.

Online Surveys
We occasionally collect information volunteered by customers and members of the public about their preferences and views on our products, using online reporting tools hosted by Survey Monkey or Google. These companies only process personal information in line with our instructions, and we do not allow them any additional rights to process the information.

Security and Performance
We may use third-party services to help maintain the security and performance of our websites. To deliver this service, they process the IP addresses of visitors to our websites.

People Who Call Us
When you call us, we collect Calling Line Identification (CLI) information. We use this information to help improve our telephone efficiency and effectiveness.

People Who Email Us
We use Transport Layer Security (TLS) to encrypt and protect email traffic. If your email service does not support TLS, you should be aware that any emails we send or receive may not be protected in transit. We will also monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is lawful.

People Who Use Our Services
We have to hold the details of the people who have requested products or services from us in order to provide them. However, we only use these details to provide the service the person has requested and for other closely related purposes. For example, we might use information about people who have requested a product to carry out a survey to find out if they are happy with the level of service they received. When people subscribe to our services, they can cancel their subscription at any time and are given an easy way of doing this.

Your Rights
Under data protection laws, you have rights as an individual that you can exercise in relation to any information we hold about you.

Complaints or Queries
We try to meet the highest standards when collecting and using personal information and take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think our collection or use of information is unfair, misleading, or inappropriate. We also welcome suggestions for improving our procedures.

This privacy notice does not provide exhaustive details of all aspects of our collection and use of personal information, but we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address at the end of this notice. If you want to make a complaint about the way we have processed your personal information, you can contact the relevant data protection authority.

Access to Personal Information
We try to be as open as possible in giving people access to their personal information. Individuals can find out if we hold any personal information by making a 'subject access request.' If we do hold information about you, we will:

Give you a description of it

Tell you why we are holding it

Tell you who it could be disclosed to

Let you have a copy of the information in an intelligible form

To make a request for any personal information we may hold, you need to put the request in writing addressing it to our data protection department at the address provided below. If you agree, we will try to deal with your request informally, for example, by providing you with the specific information you need over the telephone.

If we do hold information about you, you can ask us to correct any mistakes by contacting our data protection department.

Disclosure of Personal Information
In most circumstances, we will not disclose personal data without consent. However, there are instances where we will need to share personal information with other relevant bodies. Further information is available about the factors we consider when deciding whether information should be disclosed.

You can also get further information on:

Agreements we have with other organizations for sharing information

Circumstances where we can pass on personal data without consent, for example, to prevent and detect crime and to produce anonymized statistics

Our instructions to staff on how to collect, use, and delete personal data

How we check that the information we hold is accurate and up to date

Links to Other Websites
This privacy notice does not cover the content of pages on other organizations’ websites that are linked from this notice. We encourage you to read the privacy statements on the other websites you visit.

Changes to This Privacy Notice
We keep our privacy notice under regular review. This privacy notice was last updated on 25 May 2018.

How to Contact Us
If you want to request information about our privacy policy, you can email us or write to us at the address provided on our website.

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