Norfolk Pet Essentials – Terms of Service

Section 1 – Introduction

Welcome to Norfolk Pet Essentials! The terms “we”, “us”, and “our” refer to Norfolk Pet Essentials. We operate this website and online store (the “Services”) to provide information, features, tools, products, and related services to you. By visiting, interacting with, or using the Services, you agree to these Terms of Service (“Terms”) and our Privacy Policy. If you do not agree, please do not use the Services.

Section 2 – Trader Identity & Contact

Norfolk Pet Essentials, Corner Cottage, Beccles Road, Hales, Norfolk, NR14 6SR, United Kingdom. Email: info@norfolkpetessentials.co.uk.

Section 3 – Access & Account

You confirm you are at least 18 (UK age of majority) or have parental consent for a minor using devices you own/manage. You must provide accurate information (e.g., email, billing, payment, shipping), keep your credentials secure, and are responsible for all activity under your account.

Section 4 – Our Products

We strive to display product colours and images accurately, but device settings may vary. Descriptions, availability and pricing may change without notice; we may limit quantities or discontinue items. We do not warrant that products/services will meet your expectations.

Section 5 - Pet Safety & Limitation of Liability for Treat Use

Our products are intended as complementary pet treats and not a complete diet. Always supervise your pet when feeding treats and provide fresh water. Check ingredients for allergens and suitability for your pet.

To the fullest extent permitted by law, Norfolk Pet Essentials is not liable for any injury, illness, veterinary costs, or other damages arising from the use or misuse of our products, including choking or allergic reactions, except where caused by our negligence or breach of statutory duty.

Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot legally be limited under UK law.

Section 5.1 – Supplier & Manufacturing Disclaimer

We source products from trusted suppliers and package them under our brand. While we take reasonable steps to ensure quality and safety, we do not manufacture these products ourselves. To the fullest extent permitted by law, we are not liable for defects or issues arising from third-party manufacturing or packaging, except where caused by our negligence or breach of statutory duty.

Section 5.2 – Packaging & Labelling Disclaimer

Packaging and labelling may vary from images shown online due to supplier changes or availability. Such variations do not affect product quality or compliance.

Section 5.3 – Compliance & Suitability Disclaimer

Our treats comply with applicable UK pet food standards as represented by suppliers. Customers are responsible for checking suitability for their pet (age, breed, allergies). If in doubt, consult your veterinarian.

Section 5.4 – Regulatory Compliance Statement

We comply with UK pet food regulations and labelling requirements. However, ultimate responsibility for safe use lies with the customer.

Section 6 – Orders

When you place an order, you make an offer to purchase. We may accept or decline any order at our discretion; your order is accepted when we send a confirmation after successful payment authorisation. Please review carefully—cancellations may not be possible once accepted. Returns are handled under Section 27 and our Returns Policy.

Section 7 – Prices & Billing

Prices, promotions and discounts may change without notice. The price charged is the price at checkout shown in your order confirmation (exclusive of taxes/shipping unless stated). You agree to keep your purchase, payment and account information current and accurate.

Section 8 – Shipping & Delivery

Delivery times are estimates. We will keep you informed of material delays and you may cancel if the revised timescale is unacceptable under consumer law. Risk passes to you on delivery when the goods come into your physical possession (or your nominated person), except where you arrange your own carrier.

Section 9 – Intellectual Property

All trademarks, branding, text, images, graphics, video/audio and their arrangement within the Services are owned by us or our licensors and protected by applicable IP laws. You may use the Services for personal, non‑commercial purposes; no licence is granted unless expressly stated. All rights are reserved.

Section 10 – Optional Tools

We may provide access to third‑party tools “as is” and “as available”, without warranties. Use of such tools is at your discretion and subject to the third party’s terms. We are not liable for your use of those tools.

Section 11 – Third‑Party Links

Third‑party content and links are provided for convenience. We do not control and aren’t responsible for third‑party sites or purchases you make there. Review the third party’s terms and policies before transacting.

Section 12 – Relationship With Shopify

Our store is powered by Shopify, which enables us to provide the Services. Sales are made by Norfolk Pet Essentials to you; Shopify is not a party to your purchase and is not responsible for the sale or post‑sale obligations between you and us.

Section 12 – Privacy & Data Protection

Personal information is processed under our Privacy Policy (UK GDPR & Data Protection Act 2018). It explains your rights (access, rectification, erasure, restriction, objection, portability) and how to contact us to exercise them.

Section 13 – Feedback

If you submit ideas, reviews or other feedback (“Feedback”), you grant us a perpetual, worldwide, sublicensable, royalty‑free licence to use, reproduce, modify, publish, distribute and display such Feedback. You represent you have the rights to provide it and that it complies with these Terms.

Section 14 – Errors, Inaccuracies & Omissions

We may occasionally have typographical errors or omissions (e.g., description, pricing, promotions, shipping charges, transit times, availability). We reserve the right to correct and update such information or cancel orders affected by such errors.

Section 15 – Prohibited Uses

You may use the Services only for lawful purposes. You must not: (a) violate any applicable law; (b) infringe IP or privacy rights; (c) harass or harm others; (d) submit false/misleading information; (e) upload malware; (f) circumvent security; (g) collect personal data unlawfully; (h) spam, phish or scrape; or (i) interfere with others’ use of the Services. We may suspend or terminate accounts that breach these Terms.

Section 16 – Termination

We may suspend or terminate the Services (in whole or part) or your access at any time. You remain liable for all amounts due up to termination. Sections that by nature should survive (including IP, Feedback, Warranties, Liability, Indemnity, Data Protection, Governing Law) will continue to apply.

Section 17 – Disclaimer of Warranties

Except as expressly stated, the Services and all products are provided “as is” and “as available” without any warranties or conditions (express or implied), including merchantability, fitness for a particular purpose, durability, title and non‑infringement. We do not warrant uninterrupted, timely, secure or error‑free Service.

Section 18 – Limitation of Liability

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud/fraudulent misrepresentation, or any liability that cannot legally be limited. Subject to the foregoing, we are not liable for indirect or consequential loss (including loss of profits, revenue, savings, or data) arising from use of the Services/products. Your statutory rights are not affected.

Section 19 – Indemnification

You agree to indemnify and hold harmless Norfolk Pet Essentials (and our directors, officers, employees, agents and service providers) from third‑party claims or demands arising from your breach of these Terms or your violation of law or third‑party rights.

Section 20 – Severability

If any provision is unlawful, void or unenforceable, it shall be enforced to the maximum extent permitted; the remainder remains in full force.

Section 21 – Waiver; Entire Agreement

A failure to exercise any right is not a waiver. These Terms, together with policies linked from them (including the Privacy Policy and Returns Policy), constitute the entire agreement between you and us and supersede prior understandings.

Section 22 – Assignment

You may not assign or transfer your rights/obligations without our consent. We may assign, transfer or subcontract our rights/obligations at any time.

Section 23 – Governing Law & Jurisdiction

These Terms and any non‑contractual obligations arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales shall have jurisdiction; if you are a consumer resident in Scotland or Northern Ireland, you may bring proceedings in your local courts.

Section 24 – Changes to Terms of Service

We may update these Terms from time to time. We will post changes here (and provide additional notice where legally required). Your continued use after changes take effect constitutes acceptance.

Section 25 – Contact Information

Email: info@norfolkpetessentials.co.uk Address: Corner Cottage, Beccles Road, Hales, Norfolk, NR14 6SR, UK.

Section 26 – Subscriptions (Recurring Billing)

How subscriptions work: If you subscribe, we deliver the selected treats at your chosen interval (e.g., monthly) and charge the payment method on file at each renewal until you cancel. You can manage, pause or cancel in your account portal. Billing & renewals: Subscriptions auto‑renew at the then‑current price. We’ll email order confirmations and renewal notices. Price changes: We’ll give you reasonable prior notice of any subscription price increase (normally at least 30 days). Trials & promos: If a free or discounted trial applies, regular pricing starts automatically at the end of the trial unless you cancel before the trial ends. Cancellation: Cancel any time before your next renewal to avoid further charges.

Section 27 – Returns, Refunds & Cooling‑Off

Cooling‑off (distance purchases): For most online purchases, you have 14 days from delivery to cancel without reason and 14 more days to return, subject to exceptions below. Exceptions: The cooling‑off right does not apply to goods liable to deteriorate or expire rapidly, and it ends if sealed goods not suitable for return for health/hygiene reasons are unsealed after delivery. Faulty or not as described: If an item is faulty or not as described, you may be entitled to a repair, replacement or refund under UK consumer law. How to cancel/return: Contact info@norfolkpetessentials.co.uk and (optionally) use the Model Cancellation Form in Section 31.

Section 28 – Payment Authorisation & Strong Customer Authentication (SCA)

You authorise us (and our payment processor) to charge applicable fees/taxes for one‑time orders and subscription renewals, and to store payment tokens for recurring billing. You may be asked to complete SCA at checkout or renewal in accordance with UK payment services rules.

Section 29 – Force Majeure

We are not responsible for delays or failure to perform due to events beyond our reasonable control (e.g., adverse weather, carrier disruption, shortages, strikes, epidemics, transport failures). We will resume performance as soon as reasonably practicable.

Section 30 – Alternative Dispute Resolution (ADR)

If we cannot resolve a complaint, we will provide information about a certified ADR provider you can contact. Participation is voluntary unless otherwise required by law. Details are available on request or when a dispute remains unresolved.

Section 31 – Model Cancellation Form

To: Norfolk Pet Essentials, Corner Cottage, Beccles Road, Hales, Norfolk, NR14 6SR, United Kingdom Email: info@norfolkpetessentials.co.uk I/We hereby give notice that I/We cancel my/our contract of sale for the following goods/services: Order number: ________ Ordered on / received on: ________ Name(s): ________ Address: ________ Signature(s) (only if on paper): ________ Date: ________