Terms & Conditions
Melton Pets Direct Ltd Retail Limited Terms & Conditions
These terms and conditions apply to your access to the meltonpets.com website ("our website"). Please read these terms and conditions carefully before accessing and/or ordering any goods from our website. By accessing our website, and/or placing an order for goods, you agree to be bound by these terms and conditions. If you do not agree with the terms and conditions please do not use our website.
We suggest that you print a copy of these terms and conditions for future reference.
Meltonpets.com is operated by Melton Pets Direct Ltd., Unit 4, Fairfield Industrial Park, Waltham On The Wolds, LE14 4AJ. Registered in England No: 3105671 Vat Number: GB 679 0123 27. Registered Office: 13 - 17 Hursley Road, Chandlers Ford, Eastleigh, SO53 2FW
If you have any questions about our website please contact customer services by e-mail to sales@meltonpets.com or by telephone on 01664 464944 (Monday to Thurday 9am – 4pm and Friday 9am – 2pm)
How to order
• 1. Select the goods you require and click ‘Buy Now’;
• 2. Choose the quantity of goods you wish to purchase (the default will be one (1) unit).
• 3. Please check your basket carefully then click "Proceed to Checkout";
• 4. If you are a new user you can create an account by entering an email address and create a user name and password. You must keep your username and password confidential as they allow access to your account. To continue setting up an account you will need to enter your personal details, a billing address (which must be the same as your payment card address) and a delivery address;
• 5. Once you have set up an account, you will be directed to the shipping confirmation page where you may enter voucher codes, select the type of delivery, and vary delivery and/or billing addresses. We do not deliver overseas.
• 6. You will then proceed to the secure payment page where you may select the payment type and complete your order. Following submission of your order we will send you an automated order acknowledgement to the email address provided.
You do not need to create an account to use our website. By placing an order through our website, you warrant that you are legally capable of entering into binding contracts.
How the contract for the goods is formed between you and us
After placing your order you will receive an automated acknowledgement. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm acceptance to you by confirming that your order has been despatched. Once we accept your order, a contract to purchase and deliver goods takes effect between you and Melton Pets Direct Ltd.
The contract to sell goods to you only relates to those goods listed in the confirmation email. We will not be obliged to sell any other goods which may have been part of your order until the despatch of your goods has been confirmed in a separate confirmation email.
You will not be charged before we despatch the goods; however upon receipt of your order we will create an authorisation against your credit card.
Our Goods
A description of the main characteristics of goods can be found on the product pages of the Website.
Prices for goods on our website appear on the product pages and include VAT at the current rate.
Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on our website may differ to prices in our catalogues or elsewhere.
It is possible that, despite our best efforts, some of the goods listed on our website may be incorrectly priced or described. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.
We are under no obligation to sell incorrectly priced goods to you at the incorrect price if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as an error.
Goods being delivered to a UK address by us will be at your sole risk from the time of delivery to you.
Some offers carry a maximum quantity per customer, if applicable, this is detailed on the individual offer.
Data protection and privacy
Any personal information you provide to us and from which you can be identified is stored securely and confidentially and is processed fairly and lawfully in accordance with this privacy policy.
We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of your personal information, including encrypting your information to applicable industry standards.
During your visit to the Website we may gather certain personal information that is necessary to set up your account, for the purposes of billing, delivery of your goods and queries. We only keep your information for as long as is necessary to process your order, process any applicable refunds, respond to any complaints/feedback or to provide you with promotional information you have subscribed to.
Ordinarily we do not have access to your financial information which is securely transferred directly to our card processing agents and who process it on our instructions.
We supply your information electronically Sage Pay and also to the couriers that deliver your orders.
Our card processing agents, Sage Pay and our couriers are required to maintain the security and confidentially of your personal details, and are required not to retain, share, store or divulge any personal information for any other purposes.
When you register your details with us, you have the option to subscribe to future promotions and special offers. You may unsubscribe from this at any time by emailing customer services
We do not transfer your information outside the European Economic Area (“EEA”).
The Website can recognise past users by using cookies. Cookies personalise your visits to the Website to meet your individual preferences. You can disable cookies by adjusting your internet settings.
When you supply your information to us you accept the risks associated with the Internet and consent to our processing your information in accordance with this policy and will not hold us responsible for any loss of your information unless we have breached our duty of care to you.
If you have any queries regarding our use of your personal information or this privacy policy, you should contact us in writing to Melton Pets Direct Ltd., Unit 4, Fairfield Industrial Park, Waltham On The Wolds, Leicestershire, LE14 4AJ.
Melton pets Direct Ltd. understands that you care how information about you is used and shared. This notice describes the privacy policy of meltonpets.com. By visiting meltonpets.com, you accept and consent to the practices described here.
Your of Personal Information
Any personal information provided to or gathered by Melton Pets Direct Ltd. Melton Pets Direct Ltd of Unit 4, Fairfield Industrial Park, Waltham On The Wolds, LE14 4AJ UK acts as the data processor.
What Personal Information About Customers Do Melton Pets Direct Ltd. collect?
We use the information to handle orders, deliver products and services, process payments, communicate with you about orders, products, services and promotional offers, update our records and generally maintain your accounts with us. We also use this information to improve our website, to prevent or detect fraud or abuses of our website and enable third parties to carry out technical, logistical or other functions on our behalf.
Here are the types of information we gather.
- Information You Give Us: we receive and store any information you enter on our website or give us in any other way. We use the information that you provide for such purposes as responding to your requests, customising future shopping for you, improving our stores, and communicating with you.
- Automatic Information: we receive and store certain types of information whenever you interact with us. For example, like many websites, we use "cookies" these are used only to track you as you add goods to a shopping basket.
What About Cookies?
- Cookies are alphanumeric identifiers that we transfer to your computer's hard drive through your Web browser to enable our systems to recognise your browser and to provide features such as the storage of items in your Shopping Basket.
- The Help menu on the menu bar of most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. Additionally, you can disable or delete similar data used by browser add-ons, such as Flash cookies, by changing the add-on's settings or visiting the website of its manufacturer. However, because cookies allow you to take advantage of some of meltonpets.com essential features, such as our shopping basket we recommend that you leave them turned on. As a result, if you block or otherwise reject our cookies, you will not be able to add items to your Shopping Cart, proceed to Checkout, or use any meltonpets.com products and services that require you to Sign in.
- If you do leave cookies turned on, be sure to sign off when you finish using a shared computer. To sign off simply click on “log-out” at the top of the page.
Method of Payment
You may pay by VISA, Master Card, Switch, Maestro, or Electron. Please ensure you provide the cardholder's name as it is shown on the card, and the billing address corresponds as it appears on the card statement. Payment will be taken in GB pounds (£).
Fraud Prevention
To help us prevent fraud, orders of £50 GB pounds or more may require a landline telephone number. Card fraud is illegal and perpetrators will be prosecuted.
Delivery
Delivery costs are additional to the displayed price unless your order is over £50 in which case it is free. Orders under £50 are charged a flat rate for postage and packing of £3.95.
Delivery times depend on our couriers. If your order is placed and accepted before 11am Monday to Thursday, we aim to have your order delivered to your door the very next day provided the next day is not a UK bank or public holiday. If you place an order after 11am on a Thursday, or on a Friday, Saturday or Sunday then we aim to have the goods delivered the following Tuesday. This delivery is not available for certain areas of the UK including the Highlands and the Channel Islands. If the delivery destination is located in an area where 24hr delivery is not available, your order will be delivered as soon as possible.
We cannot deliver on Saturdays. The maximum delivery lead time for goods is 30 days unless specifically agreed with you.
Couriers will require a signature to ensure safe receipt of your goods. If you are not available to collect and sign on the courier’s first visit they may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain). A calling card will be posted through your door to let you know this has been done. If there is no safe place a calling card will be left with the courier’s contact number to arrange re-delivery.
If you would like delivery on a set day please include details of this in the comments box when you place your order. We will attempt to meet any requirementa although cannot guarantee any service not controlled by ourselves.
The couriers will attempt re-delivery up to a maximum of three (3) times and if delivery is not successful after the third attempt they will return the goods to us and we will issue a refund. We reserve the right to re-charge the delivery cost for re-delivery.
Split delivery
We may split delivery of your order into several parts based on stock availability. You will not be charged extra for this facility. Any additional consignments for delivery in the UK will be sent using the 24 hr delivery service to ensure they are with you as soon as possible.
Our Returns Policy
You may cancel your order any time within seven (7) working days, beginning on the day after you received the goods. We will refund the price of the goods in full and will reimburse you for the delivery costs you paid except where multiple items have been ordered and not all of them are being returned. However you will be responsible for the cost of returning the goods to us. If a refund is payable to you we will process the refund as soon as possible, and, in any case within thirty (30) days of the day you give written notice of cancellation.
To cancel an order, you must inform us in writing. You must also return the goods to us as soon as possible, intact and in their original packaging, and at your own cost and risk.
You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
Our returns policy does not affect your statutory rights.
If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via e-mail that you are entitled to a refund for defective goods.
If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase.
If you have a query about returning goods, please contact customer services
Warranty and limitation of our liability
If we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of our failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
We will not be liable for losses that result from our failure to comply with these terms and conditions that fall into the following categories:
• (a) loss of income or revenue;
• (b) loss of business;
• (c) loss of profits;
• (d) loss of anticipated savings;
• (e) loss of data; or
• (f) waste of management or office time.
Nothing in these terms and conditions are intended to exclude or limits our liability for:
• (a) death or personal injury caused by our negligence;
• (b) fraud or fraudulent misrepresentation;
• (c) any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
• (d) defective products under the Consumer Protection Act 1987;
•(e) any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.
Whilst we adopt industry standard protections against computer viruses we are not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.
Nothing in these terms and conditions are intended to affect your statutory rights.
Events outside our control
We will not be liable or responsible for any failure to perform, or delay in performance of any of our obligations to you that is caused by events outside our reasonable control (a ‘Force Majeure Event’). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes (without limitation) the following:
• (a) Strikes, lock-outs or other industrial action;
• (b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
• (c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
• (d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
• (e) Impossibility of the use of public or private telecommunications networks; or
• (f) The acts, decrees, legislation, regulations or restrictions of any government.
In the event of a Force Majeure Event, our performance is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations to you may be performed despite the Force Majeure Event.
Written communications
Applicable laws require that some of the information or communications we send to you should be in writing. By accessing our site you accept that communication with us will be primarily electronic through e-mail or notices posted on our website. For contractual purposes, by accessing this website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
Intellectual property rights
Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned by Melton Pets Direct Ltd, or are used with permission from the owner.
The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.
Complaints
We take all feedback very seriously and aim to deal with complaints as quickly and effectively as possible.
For complaints relating to orders placed through our website please email customer services To assist us in dealing with your complaint, please detail all aspects of the complaint, your order number and your contact details.
Customer Services, Melton Pets Direct Ltd., Unit 4, Fairfield Industrial Park, Waltham On The Wolds, LE14 4AJ
We aim to conclude our investigations as soon as possible after receiving the initial complaint. A likely timescale for resolution will be provided upon request, but this timescale will be dependant upon the specific nature of the complaint.
Our right to vary these terms and conditions
We reserve the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from us unless:-
• any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
• we notify you of any changes to these terms and conditions before we accept your order, in which case we have the right to assume that you have accepted the change to the terms and conditions unless you notify us to the contrary within seven (7) working days of receipt by you of the goods.
Jurisdiction
The Courts of England and Wales shall have exclusive jurisdiction over all claims or disputes arising in relation to, out of or in connection with this website including orders for goods. By accessing this website you agree to submit to English law.
