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Terms & Conditions

  • These Terms and Conditions apply to all transactions between us and yourself. They do not affect your statutory rights. Please read them carefully.
  • We may change these Terms and Conditions at any time. Any changes will take effect on the date they are posted on our website.
  • These Terms and Conditions are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these Terms and Conditions.
  • Failure by us to enforce any of these Terms and Conditions will not affect our right to enforce the rest of these terms and conditions.

Customer Orders

We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.

To order goods on our website, you must be at least 18 years of age and accept delivery within the UK. All telephone orders will be acknowledged verbally at the time of order, and all orders placed on our website will be acknowledged electronically by e-mail. Please note that verbal and/or electronic acknowledgements do not constitute order confirmation or order acceptance. Your order will be accepted and the creation of a legally binding contract between you and us will take place once the goods have been dispatched or collected. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you by e-mail or telephone).

When deciding whether to accept your order we may use certain information about you, including any received from credit reference agency checks. This helps to protect you and us against fraudulent transactions.

Prices

The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our suppliers' prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged. We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT and inclusive of delivery charges – a minimum £25 spend applies, otherwise a delivery charge will be payable as indicated at the time the order is placed.

Please note we do not affiliate with voucher sites and are not responsible for information shown on them. This may result information / prices displayed on our website being different if you are directed to it from a third-party website. Please join up to our newsletter to be informed of special offers and voucher codes. 

Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product is no longer available, we may offer you an alternative or suggest that you [re-]visit one of our websites.

Although we endeavour to ensure that all pricing information on the website is accurate, occasionally an error may occur, and goods may be mispriced. If we discover a pricing error we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.

Prices that are reduced for sales and promotions are only valid for the specified period or whilst stocks last. 

Order Processing

Your order is sent directly to our secure till in our shop for processing. Once we have received your order and payment, our staff will pick, pack, and dispatch the item. We will aim to do this within 3-5* working days for all orders placed between Mondays - Friday (ex-Bank Holidays). For further information regarding delivery, please visit our delivery page here

Order Tracking

Orders placed when logged into our site can be seen by logging into My Account from the Home page on this website. Your order would show in the order history and its progress can be followed here. When a label is printed you will receive an email from Global Freight Solutions with a consignment number. If during checkout you provide your mobile number, you should receive regular updates from Yodel, Hermes or DPD regarding the status of your delivery. Please note that a small number of orders are dispatched by Royal Mail, so on these occasions courier tracking is not available.

Security (Sage Pay)

We use the industry leading internet payment company Sage Pay to protect your card details and protect us from fraud. The following security systems are used.

Transaction security. All transaction information passed between merchant sites and the Sage Pay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the Sage Pay servers can be examined, used, or modified by any third parties attempting to gain access to sensitive information.

Encryption and Data Storage. All sensitive data is secured on Sage Pay using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.

Links to banks. Sage Pay has multiple private links into the banking network that are separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

Employee access. No individuals within our company or Sage Pay can decrypt transaction information or cardholder data. Our systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even form our own employees because our systems never display the full card numbers, even on administration screens.

Security (PayPal)

We use the industry leading internet payment company PayPal to protect your card details and protect from fraud. PayPal keep your information safe. We will never actually see your bank or credit card details; they are passed in a highly secure way directly to PayPal for processing. Industry-leading fraud prevention is just one of the reasons PayPal is a safe way to pay online. PayPal uses proprietary technology and constantly innovates to monitor transactions and maintain a secure payment system. To help you keep track of your account activity, PayPal sends an email confirmation of every account transaction. For more information visit www.paypal.co.uk

Delivery

We are pleased to offer FREE DELIVERY on orders over £25* to most delivery locations within the UK. (This includes the Scottish Highlands, Isle of Man, Isle of Wight, and Northern Ireland). Unfortunately, we do not deliver to the Channel Islands due to high delivery surcharges.

For orders under £25, a £2.99 delivery charge will be added per order.

Pallet deliveries will arrive on a vehicle equipped with a tail lift and pump truck. Orders are off loaded to ground level and wheeled a short distance over good ground to the desired destination. If your delivery address has restricted access (narrow lanes, etc.) please indicate that you require your delivery in a 7.5 tonne lorry in the comment box of the checkout process.

Pallet Deliveries

Please note that we do not offer pallet deliveries to the following postcodes:

'DG' 'EH15-26/EH31-46' 'EX 19-23/EX 38-39' 'FK10' 'G13-15/G60-64/G81-84' 'KA1-26/29-30' 'KY2-5' 'LD' 'LL37-39/42-49/51-56/58-78' 'ML10-12' 'PA1-19' 'PL' 'SA61-73' 'SY10-11/SY 16-25' 'TD' 'TQ4-10' 'TR1-16' 'DD' 'FK8-9/FK 11-21' 'KY1/KY6-16/KY99' 'PH1-18' 'AB' 'IV1-28/30-32/36/55-56/63/99' 'KW1-3/5-14' 'TR17-27, TR93' 'PA21-38/41' 'PH19-26/30.41/49-50' 'IV40-49/51-54' 'KW15-17' 'HS' 'PA20' 'KA27' 'PA42-49/62-75' 'KA28' 'PA60-61/76-78/42-44' 'PO30-41' 'IM' 'JE' 'GY1-8' 'GY9'

How long will my order take to arrive?

We aim to deliver your order(s) as soon as possible. We always advise that delivery should be made within 3-5* working days of ordering. Please allow extra time when ordering around peak times of year and Bank Holidays as delays may result

CORONA VIRUS UPDATE - DUE TO INCREASED DEMAND AND SOCIAL DISTANCING MEASURES OUR STAFF HAVE IMPLEMENTED, DELIVERY IS NOW TAKING UP TO 10 WORKING DAYS, SO PLEASE BEAR WITH US

For further information regarding delivery, please visit our delivery page 

Delivery partners we use:

We use Hermes, Yodel and DPD. For orders under 1.5kg, we will send these via Royal Mail (Signature not required)

Signing for your delivery

A signature is not required on delivery. When you place your order, if you know that you will be unable to take in the delivery, you are able to provide leave safe guidance for our couriers (Hermes, Yodel and DPD). Furthermore, after listening to our customers, we have also advised our couriers to leave goods in a safe place – in accordance with their own leave safe policies (undercover, away from public view or with a neighbour). This means that rather than our couriers trying to deliver on another day, they will instead leave the goods safe, or with a neighbour. The courier should leave a card to advise where the goods have been left. This helps to prevent our customers from having reschedule another delivery or having to drive to their nearest courier depot to retrieve their order.

Please check the number of parcels you are signing for and if in doubt note the number of parcels received alongside your signature. Pet Spectrum Group will not be held responsible for any goods signed for but not received.

NOTIFICATION OF SHORTAGES ON A DELIVERY:

You can check the progress of your deliveries via your account on our site / couriers tracking details. Any shortages must be reported within 24 hours of delivery. Should the delivery be in dispute and the goods have not been found we require a [courier supplied] declaration** of non-receipt to be completed, signed and returned BEFORE we can consider any refunds. Due to courier restraints we cannot entertain claims for missing goods after 7 days of the advised delivery.

**Should you need to return a declaration of damage or non receipt and do not have access to a printer, please write out the supplied document by hand.

Damages

If you are at home to sign for a delivery, then by signing for the goods means you are accepting they have been delivered in good condition. Please check the outer box before signing. Should the outer packaging be breached, or the contents of a parcel appear to be damaged, REFUSE the effected parcel. It is not necessary to refuse the whole delivery.

If you sign for your delivery without checking or it is left without a signature and the parcel and contents are found to be damaged, we must be notified within 24 hours of delivery. Photographic evidence is required of the inner and outer package, along with a photo of the delivery label on the box. This photo evidence and a declaration** of damage must be completed and returned BEFORE we can consider any replacements / refunds. 

Any emails sent to us at support@petspectrumgroup.co.uk containing damage evidence should not exceed 8MB in total. Damage evidence is required within 7 days of the delivery taking place. Due to courier restraints we cannot entertain claims for damages after this 7-day deadline.

We strongly suggest opening our outer packaging to check the contents on receipt.

Delivery Schedule

At Pet Spectrum Group we pride ourselves on our delivery service. Deliveries are made within 3>5* working days after ordering, if ordered at the weekend or on a bank holiday, we aim to dispatch your order on the first or second next available working day. Please allow extra time for delivery during and after public holidays. Please refer to the Delivery Policy page for more in-depth information.

Hermes and Yodel deliver between 7.30am > 9pm and we CANNOT specify them to deliver within a specific time frame (i.e. for deliveries made to business addresses).

DPD deliveries are made Monday to Friday. On the morning of delivery, you will receive an email and text message, giving you a 1-hour delivery slot. If this is not suitable, you can re-schedule very easily with DPD by following their instructions. 

Back Orders

If your item is not in stock, we will back order it for you. You will be emailed with the option to cancel your order if you would rather not wait.

Tax Charges for orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.

International Delivery (Non-UK)

We do not offer delivery to addresses outside of the UK.

Availability

All information provided on the products on this website is intended as a guide only. Dimensions and weights are only approximate, as are colours. 

On occasion goods are subject to availability and delay in delivery of goods is sometimes outside our control. If you are ordering goods that are out of stock, we will dispatch them when they are received from our supplier. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.

Order Cancellation

If you would like to cancel your order then please email support@petspectrumgroup.co.uk ASAP.

If you cancel before your order has been dispatched, then you will be fully refunded.

If your order has already been dispatched or you choose to reject the delivery, we will deduct a return delivery fee from your refund: This amount Is £3.95 per 30kg.

*Refunds are actioned when the item has returned to our premises, not before.

Returns

The return of unwanted items are sent back at the customer's expense. They must be returned in their original manufacturers packaging. It must be returned in new resaleable condition within 7 working days along with the original receipt, and a covering note explaining why the item has been returned. 

If you wish us to give you a quote for this return transit please send us an e-mail, otherwise return the goods to:

Pet Spectrum Group
Unit 1,
The IO Centre
Hearle Way,
Hatfield
Hertfordshire
AL10 9EW

For high value returns we suggest for your own protection you use 1st class registered post or traceable courier. Any refunds will be issued once we have received the goods, in their original unused condition. This refund only includes the total of goods sent not the delivery charge. We will not charge a restocking fee for returned items.

Faulty goods or quality issues

If goods (non foodstuffs) are found to be faulty, then please take photos and send them to: support@petspectrumgroup.co.uk ;quoting the order number / document reference number. If the item requires returning, we will advise the best way of doing this. Please see our Returns Policy page for further information.

In case of foodstuffs, any quality issues or packaging failures, photos are required to illustrate the complaint. Please email these, with the batch number (required) and best before information, to support@petspectrumgroup.co.uk ;quoting the order number & document reference number. This information is necessary to enable us to report the issue to the manufacturer on your behalf. If the item requires returning, we will advise the best way of doing this. Please see our Returns Policy page for further information.

This does not affect your statutory rights.

Get Free Returns with PayPal*

If you pay via PayPal, then you may be eligible for free returns. Firstly, you will need to activate this feature on your PayPal account. You will then need to send the goods back to us as described below. Then, you just need to follow the steps as outlined by PayPal to get refunded the return delivery charges...

Whether you purchased something from the UK or anywhere in the world, PayPal will cover up to 12 returns on eligible PayPal purchases*. PayPal will reimburse you for up to £15 per request.

1. Return your item

Follow the seller’s return instructions for your purchase. Remember to keep a copy of your return shipping receipt.

2. Submit a Refund Request

Log in to your PayPal account, select the purchase you returned and click on “Request return shipping refund”. Submit the return shipping request form, along with proof of your return within 30 days.

3. Receive your refund

If your claim is approved, PayPal will send a refund of up to £15 to your PayPal account within 10 business days. *

Law

These Terms and Conditions of Sale shall be governed by the laws of England and you agree to submit to the non-exclusive jurisdiction of the English courts. We are required by law to inform you that sales can be concluded in English only and that no public filing requirements apply.

Other

Our VAT number is: 197452329

Our Company number is: 00600126

All correspondence must be in English.

Our staff work remotely between Monday to Friday, 9.00am to 5pm.

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