Terms & Conditions
Terms & Conditions
1. Information about these terms
1.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you nd we may change or end the contract, what to do if there is a mistake in these terms, please contact us to discuss.
1.3 Please click on the button marked “I Accept” at the end of these terms if you accept them, if you them. If you do not to accept these Terms, you will not be able to order any Products from our website. By placing any order with us, you are agreeing to be bound by these terms.
1.5 You will have some different rights under these terms depending on whether you are a business or consumer. You are a consumer if:
• You are an individual.
• You are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).
Nothing in these terms affects your legal rights as a consumer.
1.6 If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation based on any statement in this agreement.
2. Information about us and how to contact us
2.1 We are PurrForm Ltd, a company registered in England and Wales. Our company registration number 07757152 and with our registered office is at Hardy House, Northbridge Road, Berkhamstead, Hertfordshire, HP4 1EF. Our VAT number is 156064612. We operate the website /. We have been issued with Trading Standards Licence number: GB154E0254 and Animal Health and Veterinary Laboratories Agency Pet Plant licence number 18/160/8000 ABP/PTF.
2.2 You contact us by telephoning our customer service team at 0800 909 8099 ( Monday to Friday 9.00am to 4.30pm) – calls are charged at your local rate, calls from mobiles may vary). or by using our “/contact-us/” , or writing to us at email@example.com or to PurrForm Ltd, PO Box 604, Abbots Langley, Hertfordshire, WD5 5BP. We welcome all your suggestions and comments, to send these please email us using our online form, we promise that we will respond to every email received within one working day, subject to unforeseen circumstances.
2.3 If we have to contact you, we will do so by telephone or by writing to you at the number, email address or postal address you provided to us in your order.
2.4 When we use the words “writing” or “written” in these terms, this includes emails.
3. Our contract with you
3.1 Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 You must be over 18 years of age and have a valid credit/debit card, which you are authorised to use, in order to place an order with us. In addition, our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK and can only deliver to addresses in England, Wales and Scotland, with the exclusion of the Channel Islands, the Isle of Man and the Scottish Highlands and Islands.
4. How to make an order
4.1 You may place an order in the following ways:
(a) By telephone – by calling our Customer Service Team on 0800 909 8099 Monday to Friday 9am to 4.30pm; or
(b) Online – using the following process:
(i) Select the “MORE INFO” button on the page for the product(s) that you would like to order. Or click on the product image or name. You will be provided with further information on the product, such as weight and composition, to assist you in making your selection.
(ii) Once you have chosen the product(s) you require and the amount, you can add it to your shopping basket by clicking “ADD TO BASKET”. If the product is not in stock, you will not be able to add it to your basket, but you can request an email, letting you know when it is back in stock, by clicking on the relevant box.
(iii) You can add further products to your basket by repeating steps (i) and (ii) above.
(iv) You will be able to see the number of products placed in your shopping basket on the top right-hand side of every page, together with the total purchase price, which includes delivery charges.
(v) At any time during your ordering process, and when you are ready to check out, you can access your shopping basket by clicking the “SHOPPING CART” button. From the shopping cart you can check what products you have placed in your shopping basket and vary the numbers of products, if required, by changing the quantity number next to the product description and selecting or you can delete a product using the “REMOVE” button.
(vi) When you have reviewed the contents of your basket, made any changes you require and are happy, simply click on the “CONTINUE TO CHECKOUT” button, at the top right-hand side of the page. If you have any Loyalty Points to redeem (see clause 4.4 below) or refer a friend discounts (see clause 4.5), please enter the details where requested and click “UPDATE”.
(c) You may place one off orders with us, or you may set up an account where we will store your key details to make your next visit smoother and quicker, please follow the online instructions in order to create your account.
(a) You are responsible for maintaining the confidentiality of your account, for all activities occurring through your account and for all access to and use of our website by anyone using your Account, whether or not such activities and access are actually authorised by you, including but not limited to all communications, transactions and obligations.
(c) We will not be liable or responsible for any loss or damage arising from any unauthorised use, access or any other breach of security of your account, including but not limited to your account password and email address.
(d) You acknowledge and accept that we will have no obligation to investigate the authorisation or source of any account activity, including purchase activity following a proper login to our website, which is identified by a matching and current account sign-in and password. You will notify us immediately of any unauthorised access to your account or any other unauthorised use of our website.
(e) We may, without prior notice, immediately terminate, limit your access to or suspend your account based on any of the following: (a) breach of these terms and conditions; (b) reasonable request by law enforcement; (c) unforeseeable technical or security issues or problems; (d) extended periods of inactivity; or (e) fraudulent, deceptive or illegal activity, or any other activity which we believe is harmful to our website or our business interests.
(f) You agree and accept that any termination, limitation of access and/or suspension will be made in our sole discretion and that we will not be liable to you or any third party for the termination, limitation of access and/or suspension of your account.
(a) Account holders may set up a regular subscription to streamline the ordering of our products.
(b) To set up a regular subscription(s), log into your account and follow the online instructions.
Alternatively, when you select a product you can choose “REPEAT PURCHASE”. You will be able to select the frequency of orders where delivery can be weekly, fortnightly or monthly.
(c) After setting up a subscription, we will automatically process your order and deliver it to you on the selected date.
(d) Subscriptions may be changed prior to any scheduled despatch by logging into your account and amending the subscription. The changes will be notified to us.
(e) Subscriptions may be cancelled at any point, but please allow 48 hours for processing.
4.4 Loyalty Points
For every £2 you spend on an order from us you will be awarded a Loyalty Point worth £0.01 which can be redeemed against future orders from us, subject to the following:
(a) To be able to join our loyaty points scheme you must create an account with us.
(b) Loyalty Points cannot be redeemed in conjunction with any other vouchers or promotional offers.
(c) Loyalty Points cannot be redeemed against delivery charges.
(d) Loyalty Points can only be redeemed prior to you placing your order. We are unable to accept Loyalty Points in respect of any order after it has been placed. Once redeemed, Loyalty Points will expire and no longer be capable of being redeemed.
(e) Loyalty Points may not be redeemed after any stated expiry dates.
(f) Loyalty Points have no cash value and cannot be redeemed for cash. If in any case the value of the available Loyalty Points exceeds the value of the Product that you wish to order, the excess points will only be available for redemption against future orders, and we will not under any circumstances be obliged to reimburse you the difference in cash.
If you have any difficulties redeeming your Loyalty Points online, please call us on 0800 909 8099 for assistance prior to placing your order.
4.5 Refer a Friend
We will give the referrer 5% off your next order, each time you refer a friend to us who registers an account with us. Your referred friend will also get 5% off their first order, subject to the following:
(a) You must have an account with us.
(b) This scheme is only applicable to the General Public only
(c) Any friends you refer to us must be:
(i) someone you know and who would reasonably expect to receive an email from you (as you will be cited as the referrer within the email invitation);
(ii) someone you have not referred to us previously nor from the same household as a friend previously referred to us;
(iii) someone you understand or know would be genuinely interested in our products; and
(iv) over 18 years of age.
(d) There is no limit on the number of friends you can refer.
(e) The friend must register an account with us using the link provided in our email invitation.
(f) You may only redeem one 5% refer a friend discount per order.
(g) Discounts have no cash value and cannot be redeemed for cash;
(h) Discounts are non-transferrable.
If your friend does not receive their email invitation, please ask them to check their junk or span folders.
5.1 Once you are happy with the contents of your shopping basket and have redeemed any discounts and loyalty points, click on the “CONTINUE TO CHECKOUT” button at the bottom of the page. You will be requested to login to your account or to create an account prior to completing your purchase. This will then take you to our checkout page where you will be asked to enter your billing, delivery address and payment details.
5.2 When all the required fields are completed you can click on the “CONTINUE” button which will take you to your summary page where a confirmation of your order and order details will be shown. Please take a moment to check your order before making your payment. When you are satisfied that the details of your order are correct you should click on the “CONTINUE” and provide us with your preferred payment method (using one of the cards that we can accept, as referred to in clause 12.4).
5.3 After you place an order online, you will receive an email from us acknowledging that we have received your order. However please note that this does not mean that your order has been accepted. We will confirm our acceptance to you by email as explained in clause 3.1. The Contract between us will only be formed when we send you this acceptance email.
6. Our products
6.1 The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
6.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
6.3 The products must be stored in a freezer, after delivery to you.
7. Your right to make changes
If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
8. Our right to make changes
8.1 We may change the product:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) to implement minor technical adjustments and improvements.
8.2 Significant changes to our products will be made clear on our website, if these changes affect an order you have placed you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
9. Providing the products
9.1 Delivery costs – the costs of delivery start at £8.70 for a package of up to 20kg. Larger orders will be individually priced.
9.2 During the order process we will let you know when we will provide the products to you. If the products are ongoing services or subscriptions, we will also tell you during the order process when and how you can end the contract.
We curently deliver from Tuesday to Saturday using DPD.
(a) For orders received and accepted by us by 12.00 hours on a Monday – we will use our reasonable efforts to deliver on Tuesday of the same week, unless there is an event outside our control (as referred to in clause 7.3).
(b) For Orders received and accepted by us by 12.00 hours on a Tuesday – we will use our reasonable efforts to deliver on Wednesday of the same week unless there is an event outside our control (as referred to in clause 7.3 below).
(c) For Orders received and accepted by us by 12.00 hours on a Wednesday – we will use our reasonable efforts to deliver on Thursday of the same week unless there is an event outside our control (as referred to in clause 7.3 below).
(d) For Orders received and accepted by us by 12.00 hours on a Thursday – we will use our reasonable efforts to deliver on Friday of the same week unless there is an event outside our control (as referred to in clause 7.3 below).
Where either of the above days, or any intervening day, is a bank holiday in England or in the place in which delivery is to take place, the delivery date will be extended by one working day (a working day being a day that is not a Saturday or Sunday or a bank holiday in England or in the place in which delivery is to take place) for each day that is a bank holiday. If we are unable to meet the estimated delivery date, we will contact you with a revised date.
Products will be delivered between 7.00am and 10.00pm on the relevant delivery date to the shipping address that you have given us. As our goods are perishable they do not need to be signed for. If you will not be in it is your responsibility to inform us of a safe place to leave your parcel. If you are not in and have not provided us with any instuctions we will not accept liability for missing orders that have been show to be left by the GPS tracking from our courier.
DPD will send notifications either by text, email or push notification if you have the DPD app. Your notifications will advise of an hour slot on the day of the delivery and then further notification to confirm that delivery has been made to your property or left in your safe place. Attached to this notification will be a link that will take you to a photograph of the parcel location. If you are unable to locate the parcel, please let us by 4.00pm latest, on the delivery day. This will enable us to resolve any issues on the day.
9.3 Purrform will not accept liability for any delays or misdeliveries caused by inccorrect address information being supplied. If an incorrect address is supplied and the parcel needs to be rerouted or returned the associated costs will be passed onto the customer. We cannot accept any claims if the delivery date or address was changed by the customer after dispatch.
9.4 If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. It is important to note that your order could take up to 48 hours from dispatch to be delivered. Whilst we take every step to fulfil our obligation to deliver on your relevant delivery date, this is not a guaranteed service. We will not be liable to refund for delays caused by events outside our control. If there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. Any goods that are delivered within 48 hours from dispatch must be accepted. If any parcels are refused they will not be liable for refund or replacement. If a delayed delivery has comproimised the quality of the goods, please take photographic evidence.
9.5 We may have to suspend the supply of a product to:
(a) deal with technical problems or make minor technical changes; or
(b) update the product to reflect changes in relevant laws and regulatory requirements.
9.6 We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
10. Your rights to end the contract
10.1 Prior to despatch of your order you may end the contract at any point. However, please note that your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, when you decide to end the contract and whether you are a consumer or business customer.
11. Return of products
11.1 Please note that given that OUR PRODUCTS ARE PERISHABLE WHICH MEANS THAT YOU DO NOT HAVE THE SAME RIGHTS TO RETURN THE PRODUCTS AS YOU WOULD FOR NON-PERISHABLE PRODUCTS. However if you are not satisfied with the products, please either e-mail us at firstname.lastname@example.org or telephone us on 0800 909 8099 and we will do what we can to resolve your issue.
11.2 For faulty or incorrectly supplied goods we require sufficient evidence, including photos, videos and batch number/s. Unfortunately, we are unable to accept the return of any product or item unless it is not the product or item that you have ordered or is faulty in some way. Unless those circumstances apply you will remain liable for and still have to pay the full cost of it, including the delivery charge relating thereto.
11.3 None of the above terms affects your statutory rights if goods are damaged or incorrectly supplied nor does it affect your rights under the Consumer Protection (Distance Selling) Regulations. Where the product is not the product that you have ordered, or is faulty in some way, please contact us as referred to above, within 48 hours of receiving it, quoting the batch number on the packaging and return the actual incorrect or faulty item to us at the return address referred to below as quickly as possible so that we can establish what the problem is.
If the Product is not the Product that you have ordered, or is faulty in some way, we will refund you the reasonable cost incurred by you of returning the actual incorrect or faulty item to us (please send us the relevant return receipts so that we can see what we need to refund you). We will not be obliged to refund to you the cost of returning any other product to us, nor the cost of returning any product to us, which we believe, once we have examined the same, is not an incorrect product or faulty in some way.
If we have sent you the incorrect items we will replace the goods, assuming that the goods can be returned in exactly the same condition as they were receieved and have not been used or tampered with. If you decide to use the goods we will only resend the exact number of items returned to us.
11.4 If your order has not yet dispatched by us you may cancel your order in full, however should any items have been dispatched by us then you will remain responsible for and still have to pay the full cost of those items, including the delivery charge relating thereto. Should your order be returned to us by our courier due to a refusal to accept it or due to non-delivery as a result of no one being available to receive it or due to the incorrect address having been given, or due to some other reason which is not our fault, you will remain responsible for, and still have to pay, the full cost of the order, including the delivery charge relating thereto.
11.5 If your order is incorrect, you must notify us within 48 hours of receiving the goods. After this timescale, we wouldn’t be unable to investigate and therefore take any action.
11.6 If an exchange or refund is necessary, this will only be processed once the inccorrect/faulty goods have been returned and checked by Purrform.
11.7 We are unable to issue any refund if your cat(s) do not like the product.
11.8 If you have purchased a Purrform product from a third party stockist then you must contact the stockist.
12. Price and payment
12.1 The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see below for what happens if we discover an error in the price of the product you order.
12.2 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
12.3 It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
12.4 We accept payment with all valid major credit and debit cards.
13. Our responsibility for loss or damage suffered by you if you are a consumer
13.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.
13.3 If you are a consumer, we only supply the products for to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will not extend further than the permitted use.
14. Our responsibility for loss or damage suffered by you if you are a business
14.1 Nothing in these terms shall limit or exclude our liability for:
(a) death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
(b) fraud or fraudulent misrepresentation;
(c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; or
(d) defective products under the Consumer Protection Act 1987.
14.2 Except to the extent expressly stated in clause 14.1 all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.
15. How we may use your personal information
16. Other important terms
16.1 We may transfer our rights and obligations under these terms to another organisation. We will always notify you by posting on our website if this happens.
16.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
16.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
16.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
16.5 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
16.6 If you are a business, any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and the courts of England shall have exclusive jurisdiction to settle any such dispute or claim.