Terms of service

TERMS & CONDITIONS 

Last Updated: [Insert Date] 

Summary of Your Key Legal Rights 

The Consumer Rights Act 2015 says goods must be: 

  • Of satisfactory quality; 

  • Fit for purpose; and 

  • As described. 

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that, in most circumstances, you have the right to change your mind and cancel your order within 14 days of receiving your goods and receive a refund. 

This is a summary of some of your key legal rights. These rights are subject to certain exceptions and conditions. For detailed information, please visit www.citizensadvice.org.uk or call 0808 223 1133. 

Nothing in these Terms and Conditions affects your statutory rights. 

Terms & Conditions 

These Terms and Conditions ("Terms") govern your use of the Norsh Pet Food website and the purchase of products from us. 

By accessing our website or placing an order, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our website or purchase our products. 

1. About Us 

Norsh Pet Food is a trading name of NATURO PET PRODUCTS LTD. 

Company Number: NI603113 

Registered Address: 
40 Corrigan Hill Road 
Dungannon 
Northern Ireland 
BT71 6SL 
United Kingdom 

VAT Registered 

Email: hello@norshpetfood.com 

2. Products 

We sell pet food products intended for domestic pet consumption only. 

All products are subject to availability. We reserve the right to withdraw, discontinue or amend products at any time without prior notice. 

Whilst we take reasonable care to ensure that product descriptions, ingredient information, nutritional information, images and pricing are accurate, we do not warrant that all content on our website is complete, current or error-free. 

Product images are for illustrative purposes only. Actual packaging and appearance may vary. 

3. Orders and Contract Formation 

When you place an order through our website, you are making an offer to purchase products from us. 

After placing an order, you will receive an acknowledgement email confirming receipt of your order. This acknowledgement does not constitute acceptance of your order. 

A legally binding contract between you and us is formed only when we send you an order confirmation email confirming dispatch or acceptance of the order. 

We reserve the right to refuse, cancel or limit any order for any reason including where: 

  • Products are unavailable; 

  • Errors have occurred in pricing or product descriptions; 

  • Fraudulent or unauthorised activity is suspected; 

  • We are unable to verify payment details; 

  • Delivery restrictions apply. 

Where payment has already been taken for a cancelled order, we will issue a full refund. 

4. Price and Payment 

All prices displayed on the website are shown in GBP (£) and EUR (€) and include VAT where applicable. 

We accept payment through: 

  • Shopify Payments 

  • Apple Pay 

  • PayPal 

  • Shop Pay 

Payment must be received in full before products are dispatched. 

We reserve the right to correct any pricing errors that may occur. If an error is identified after an order is placed, we may contact you with the option to proceed at the correct price or cancel the order and receive a full refund. 

5. Delivery 

Processing and Dispatch 

Orders are normally processed and dispatched within 2-3 working days, excluding weekends and public holidays. 

During periods of high demand, promotional events or unforeseen circumstances, dispatch times may be longer. 

Delivery Times 

Standard delivery is typically estimated at 3-4 business days following dispatch. 

Delivery timeframes are estimates only and are not guaranteed. 

Failed Deliveries 

Customers are responsible for providing accurate delivery information. 

If a parcel is returned to us because: 

  • Incorrect delivery details were supplied; 

  • Delivery was refused; 

  • The parcel was not collected; 

  • Repeated delivery attempts were unsuccessful; 

Additional delivery charges may apply before the order can be resent. 

Where the original delivery was provided free of charge, applicable delivery fees will be charged before resending. 

Delivery Delays 

We are not responsible for delivery delays caused by events beyond our reasonable control, including courier delays, severe weather, customs procedures, transportation disruptions, industrial action or supply chain interruptions. 

6. Faulty, Damaged or Incorrect Items 

If you receive products that are faulty, damaged, defective or incorrect, please contact us as soon as reasonably possible and no later than 30 days after delivery at: 

hello@norshpetfood.com 

To assist with our investigation, we may ask you to: 

  • Retain the product and packaging; 

  • Keep the product at the delivery address; 

  • Provide photographs of the issue; 

  • Provide the best-before date and batch code; 

  • Provide your order reference number. 

Depending on the circumstances, we may offer: 

  • A replacement product; 

  • A refund; 

  • Another appropriate remedy in accordance with your statutory rights. 

Nothing in this section affects your legal rights under the Consumer Rights Act 2015. 

7. Cancellations and Returns (Change of Mind) 

Your Right to Cancel 

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. 

To exercise this right, you must notify us within 14 days of delivery by emailing: 

customercare@naturopetfoods.com 

Once you have informed us of your decision to cancel, you must return the goods within 14 days. 

Eligibility for Return 

Due to hygiene and food safety requirements: 

  • Products must be unopened, unused and in a resaleable condition. 

  • Opened pet food products cannot be returned unless faulty, damaged or supplied incorrectly. 

  • We may reduce your refund if the value of the returned goods has been diminished through handling beyond what is necessary to inspect them. 

Cost of Returning Goods 

If you are returning goods because you have changed your mind, you are responsible for the cost of returning them. 

You may: 

Option 1 – Arrange Your Own Return 

You may use a courier or postal service of your choice and pay the return costs directly. 

We recommend obtaining proof of postage and appropriate insurance, as returned goods remain your responsibility until they reach us. 

Option 2 – Collection Arranged by Norsh Pet Food 

If preferred, we can arrange collection through our courier partner, DPD. 

A collection fee of £17.13 per collection will apply. 

This charge will be deducted from the refund due to you. 

Refunds 

Where you exercise your legal right to cancel: 

  • We will refund the purchase price paid for eligible returned products. 

  • Refunds will be made using the original payment method unless otherwise agreed. 

  • We may withhold a refund until we have received the returned goods or received satisfactory evidence that they have been returned. 

Refunds are typically processed within 7-10 working days after the returned goods have been received and inspected, although payment provider processing times may vary. 

We will refund standard delivery charges where required by law. Additional charges for premium or upgraded delivery services are non-refundable. 

8. Intellectual Property 

All content on this website, including but not limited to: 

  • Text; 

  • Images; 

  • Graphics; 

  • Logos; 

  • Product information; 

  • Branding; 

  • Website design; 

  • Software and code; 

is owned by or licensed to NATURO PET PRODUCTS LTD and is protected by intellectual property laws. 

You may not copy, reproduce, distribute, modify, publish or exploit any content without our prior written consent. 

9. Website Use 

You agree not to: 

  • Use the website for unlawful purposes; 

  • Attempt to gain unauthorised access to our systems; 

  • Upload or distribute malicious code, viruses or harmful material; 

  • Interfere with the operation or security of the website; 

  • Use automated systems to scrape or extract website content without permission. 

We reserve the right to restrict or terminate access to the website where these Terms are breached. 

10. Liability 

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for: 

  • Death or personal injury caused by negligence; 

  • Fraud or fraudulent misrepresentation; 

  • Any rights granted by applicable consumer protection legislation. 

Subject to the above, we shall not be liable for: 

  • Indirect or consequential losses; 

  • Loss of profits; 

  • Loss of business; 

  • Loss of data; 

  • Loss of anticipated savings; 

  • Delays or failures arising from events beyond our reasonable control. 

Our total liability arising from any claim relating to your order shall not exceed the amount paid for the relevant products. 

Nothing in these Terms affects your statutory rights. 

11. Personal Data 

We process personal information in accordance with our Privacy Policy. 

Our Privacy Policy forms part of these Terms and explains how we collect, use and protect your information. 

Where there is any conflict between these Terms and our Privacy Policy, the Privacy Policy shall prevail in relation to personal data matters. 

12. Promotions and Offers 

From time to time we may offer: 

  • Promotional discounts; 

  • Voucher codes; 

  • Affiliate offers; 

  • Referral programmes; 

  • Prize draws; 

  • Competitions; 

  • Other marketing promotions. 

Unless otherwise stated: 

  • Promotions are subject to availability; 

  • Promotions are non-transferable; 

  • Promotions have no cash alternative; 

  • Only one promotion may be used per order; 

  • Promotions cannot be combined unless specifically stated; 

  • We reserve the right to amend, suspend or withdraw promotions where permitted by law. 

Where a refund is issued for an order purchased using a promotion, the refund value will be based on the price actually paid after discounts have been applied. 

Competition and prize draw promotions may be governed by separate terms, which will be made available at the time of entry. 

Where there is a conflict between these Terms and any promotion-specific terms, the promotion-specific terms will prevail. 

13. Risk and Ownership 

Ownership of products passes to you when full payment has been received. 

Risk in the products passes to you upon delivery to the delivery address specified in your order. 

14. Events Outside Our Control 

We are not liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: 

  • Severe weather; 

  • Natural disasters; 

  • Fire or flood; 

  • Industrial disputes; 

  • Transport disruptions; 

  • Supply chain shortages; 

  • Government action; 

  • Pandemic-related restrictions; 

  • Telecommunications or IT failures. 

Where such circumstances occur, we will take reasonable steps to minimise disruption. 

15. Changes to These Terms 

We may update these Terms from time to time. 

Any changes will take effect when published on our website. 

The Terms that apply to your purchase will be those in force at the time your order is placed. 

16. Governing Law 

These Terms and any dispute arising from them shall be governed by and interpreted in accordance with the laws of Northern Ireland. 

The courts of Northern Ireland shall have exclusive jurisdiction to resolve any dispute relating to these Terms or your use of the website. 

 

NATURO PET PRODUCTS LTD 
Trading as Norsh Pet Food 
40 Corrigan Hill Road, Dungannon, BT71 6SL, United Kingdom 
hello@norshpetfood.com