Proud to be...
Trading Standards Registered
Terms of service
Please read all these Terms and Conditions.
As we can accept your order and make a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure that they contain all that you want and nothing that you are not happy with.
Application
1. These Terms and Conditions will apply to the purchase of the goods by you (the customer or you). We are Dogtropolis® Ltd, Company No. 13331536, of 1 Barrowfield Mews, London Road, Sevenoaks, Kent, TN15 6EU with email address info@dogtropolis.co.uk; (the supplier or us or we).
2. For simplicity, Dogtropolis Ltd will be referred to as 'we', 'us', 'our' and Dogtropolis® throughout this notice.
3. These are the terms on which we sell all Goods to you. By ordering any of the Goods, you agree to be bound by these Terms and Conditions. By ordering any of the services, you agreed to be bound by these Terms and Conditions. You can only purchase the Goods from the Website if you are eligible to enter into a contract and are at least 18 years old.
Interpretation
4. Consumer means an individual acting for purposes which are wholly or mainly outside his or her trade, business, craft or profession;
5. Contract means the legally binding agreement between you and us for the supply of the Goods;
6. Delivery location means the Suppliers premises or other location where the Goods are to be supplied, as set out in the order;
7. Durable medium means paper or email, or any other medium that allows information to be addressed personally to the recipient, enables the recipient to store the information in a way accessible for future reference for a period that is long enough for the purposes of the information, and allows the unchanged reproduction of the information stored;
8. Goods means the goods advertised on the Website that we supplied to you of the number and description as set out in the Order;
9. Order means the Customer’s order for the goods from the Supplier as submitted following the step by step process as set out on the Website;
10. Privacy Policy means the terms which set out how we will deal with confidential and personal information received from you via the Website;
11. Website means our website https://www.dogtropolis.co.uk/ on which the Goods are advertised.
Goods
12. The description of the goods is as set out on the Website, catalogues, brochures or any other form of advertisement. Any description is for illustrative purposes only and they may be small discrepancies in the size and colour of the Goods supplied.
13. In the case of any goods made to your special requirements, it is your responsibility to ensure that any information or specification you provide is accurate.
14. All goods which appear on the Website are subject to availability.
15. We can make changes to the Goods which are necessary to comply with any applicable law or safety requirement. We will notify you of these changes.
Personal Information
16. We retain and use all information strictly under the privacy policy.
17. We may contact you by using email or other electronic communication methods and you expressly agreed to this.
Basis of Sale
18. The description of the Goods on our Website does not constitute a contractual offer to sell the Goods. When an order has been submitted on the Website, we can reject it for any reason, although we will try to tell you the reason without delay.
19. The order process is set out on the Website. Each step allows you to check and amend any errors before submitting the Order. It is your responsibility to check that you have used the ordering process correctly.
20. A Contract will be formed for the sale of Goods ordered only when you receive an email from us confirming the order (Order Confirmation).
21. No variation of the Contract whether about description of the Goods, Fees or otherwise, can be made after it has been entered into unless the variation is agreed by the Customer and the Supplier in writing.
22. We intend that these Terms and Conditions apply only to a Contract entered into by you as a Consumer. If this is not the case, you must tell us, so that we can provide you with a different contract with terms which are more appropriate for you and which might, in some respects, be better for you, e.g by giving you rights as a business.
Price and Payment
23. The price of the Goods and any additional delivery or charges is that set out on the Website at the date of the Order or such other price as we may agree in writing.
24. You must pay by submitting your credit or debit card details with your Order and we can take payment immediately or otherwise before delivery of the goods.
Delivery
25. We will deliver the Goods, to the Delivery Location by the time or within the agreed period or, failing any agreement, without undo delay and, in any event, not more than 30 days after the day on which the Contract is entered into.
26. Any statements as to delivery within a number of days should be read as working days, and if a bank or other public holiday falls within any delivery period then you should allow an extra two working days for delivery. If you order after 1pm., please calculate your delivery time as if your order had been placed the following working day.
27. The majority of products qualify for Same-Day Dispatch providing the order is received before 1pm. However, exclusions apply and these products will be highlighted by means of a text box on the individual product page.
28. In any case, regardless of events beyond our control, if we do not deliver the Goods on time, (in addition to any other remedies) treat the Contract at an end if:
a. we have refused to deliver the Goods, or if delivery on time is essential taking into account all the relevant circumstances at the time the Contract was made, or you said to us before the Contract was made that delivery on time was essential; or
b. after we have failed to deliver on time, you have specified a later period which is appropriate to the circumstances and we have not delivered within that period.
29. If you treat the Contract at an end, we will (in addition to other remedies) promptly return all payments made under the Contract.
30. If you were entitled to treat the Contract at an end, but do not do so, you are not prevented from cancelling the Order for any Goods or rejecting Goods that have been delivered and, if you do this, we will (in addition to other remedies) without delay return all payments made under the Contract for any such cancelled or rejected Goods. If the Goods have been delivered, you must return them to us or allow us to collect them from you.
31. If any Goods form a commercial unit (a unit is a commercial unit if division of the unit would materially impair the value of the Goods or the character of the unit) you cannot cancel or reject the Order for some of those Goods without also cancelling or rejecting the Order for the rest of them.
32. You are responsible for ensuring that the information provided during checkout is accurate and complete. We are not responsible for delays or failed deliveries caused by incorrect information supplied by you. Please contact us promptly if your delivery details need to be corrected before dispatch.
33. We do not generally deliver to addresses outside Mainland UK. If, however, we accept an order for delivery outside that area, you may need to pay import duties or other taxes, as we will not pay them.
34. You agree we may deliver the Goods in instalments if we suffer a shortage of stock or other genuine and fair reason, subject to the above provisions and provided you are not liable for extra charges.
35. If you or your nominee fail, through no fault of ours, to take delivery of the Goods at the Delivery Location, we may charge the reasonable costs of storing and redelivering them.
36. The Goods will become your responsibility from the completion of delivery or customer collection. You must, if reasonably practicable, examine the Goods before accepting them.
Risk and Title
37. Risk of damage to, or loss of, any Goods will pass to you when the Goods are delivered to you.
38. You do not own the Goods until we have received payment in full. If full payment is overdue or a step occurs towards your bankruptcy, we can choose, by notice to cancel any delivery and end any right to use the Goods still owned by you, in which case you must return them or allow us to collect them.
39. When the Goods arrive, you should inspect them as soon as reasonably practicable for any obvious damage or shortages. If you believe the Goods have been damaged in transit, please contact us as soon as possible so that we can investigate and, where appropriate, arrange a replacement, repair or refund in accordance with your statutory rights.
Withdrawal, returns and cancellation
40. You may cance your Order in accordance with your statutory cancellation rights and the provisions set out in these Terms and Conditions and our Refund Policy. Before the Contract is formed, you may also contact us to request cancellation of your Order, although we cannot guarantee cancellation if processing or dispatch has alread begun.
41. This is a distance contract (as defined below) which has the cancellation rights (Cancellation Rights) set out below. These Cancellation Rights do not apply to:
a. goods that are made to your specifications or are clearly personalised;
b. goods which are liable to deteriorate or expire rapidly;
c. opened food products or natural dog treats where the packaging has been opened andthe product cannot be resold for hygiene or food safety reasons.
42. Also, the Cancellation Rights for a Contract cease to be available in the following circumstances:
a. in the case of any sales contract, if the goods become mixed inseparably (according to their nature) with other items after delivery.
Rights to cancel
43. In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your Contract from the moment your Order is placed and up to 14 days from the day on which you acquire physical possession of the Goods. This right applies even if you have changed your mind, subject to the exemptions set out in these Terms and Conditions.
44. To exercise your right to cancel, you must inform us of your decision by making a clear statement, such as by email or post. After notifying u of cancellation, you must return the Goods within 14 days. You must retain evidence of your cancellation request and return of the Goods.
45. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Cancellation by us
46. We reserve the right not to process your order if:
a. we have insufficient stock to deliver the goods you have ordered;
b. we do not deliver to your area;
c. one or more of the goods you ordered was listed at an incorrect price due to a typographical error or;
d. the order is flagged as fraudulent by Shopify fraud risk analysis
47. If we do not process your order for the above reasons, we will notify you by e-mail and initiate a refund as soon as possible, but in any event within 14 days.
Effects of cancellation in the cancellation period
48. If you cancel this Contract within the cancellation period, we will reimburse all payments received from you, including the cost of the least expensive standard delivery option offered by us at the time of your Order (excluding any supplementary costs arising if you chose a more expensive delivery option).
49. The 14-day cancellation period does not affect your statutory rights. If the Goods are faulty, not as described or unfit for purpose, you may be entitled to a repair, replacement or refund in accordance with the Consumer Rights Act 2015.
Deduction for Goods supplied
50. We may make a deduction from any reimbursement for any loss in value of the Goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning, as permitted by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
51. You have duty to take reasonable care of the Goods while they are in your possession. If the value of the Goods has been reduced because they have been handled more than was necessary to establish their nature, characteristics and functioning, we may make an appropriate deductio from your refund. This does not affect your statutory rights where the Goods are faulty, not as described or unfit for purpose.
Timing of reimbursement
52. We will issue your refund without undue delay and no later than 14 days after:
a. we receive the returned Goods; or
b. you provide evidence that you have returned the Goods,
whichever occurs first.
53. If we have offered to collect the Goods, or if no Goods were supplied, we will make the reimbursement without undue delay and no later than 14 days after the da on which we are informed of your decision to cancel this Contract.
54. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur fees as a result of the reimbursement.
Returning Goods
55. You are responsible for the cost of returning Goods cancelled under your change-of-mind cancellation rights. If Goods are faulty, not as described, unfit for purpose, or otherwise covered by your statutory rights, we will reimburse reasonable return postage costs where applicable.
56. For the purposes of these Cancellation Rights, the words have the following meanings:
a. Distance contract means a contract concluded between a trader and a consumer under an organised distance sales or service- provision scheme without the simultaneous physical presence of the trader and the consumer, with the exclusive use of one or more means of distance communication up to and including the time at which the contract is concluded;
b. Sales contract means a contract under which a trader transfers or agrees to transfer the ownership of goods to a consumer and the consumer pays or agrees to pay the price, include in any contract that has both goods and services as its object.
Conformity
57. We have a legal duty to supply the Goods in conformity with the Contract. The Goods will not conform if they fail to meet the following obligations:
58. Upon delivery, the Goods will:
a. be of satisfactory quality;
b. be reasonably fit for any particular purpose for which you buy the Goods which, before the Contract is made, you made known to us (unless you do not actually rely, or it is unreasonable for you to rely, on our skill and judgement) and be fit for any purpose held out by us or set out in the Contract; and
c. conformed to their description.
59. Nothing in these Terms and Conditions limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.
Circumstances beyond the control of either party
60. In the event of any failure by a party because of something beyond its reasonable control:
a. the party would advise the other party as soon as reasonably practicable; and
b. the party’s obligations will be suspended so far as is reasonable, provided that the party will act reasonably, and the party will not be liable for any failure which it could not reasonably avoid, but this will not affect the Customer’s above rights relating to delivery and any right to cancel.
Privacy
61. Your privacy is critical to us. We respect your privacy and comply with the General Data Protection Regulation with regard to your personal information.
62. These Terms and Conditions should be read alongside, and are in addition to our policies, including our privacy policy and cookies policy.
63. For the purposes of these Terms and Conditions:
a. ‘Data Protection Laws’ means any applicable law relating to the processing of Personal Data, including, but not limited to the GDPR.
b. ‘GDPR’ means the UK General Data Protection Regulation.
c. ‘Data Controller’, ‘Personal Data’ and ‘Processing’ shall have the same meaning as in the GDPR.
64. We are a Data Controller of the Personal Data we Process in providing Goods to you.
65. Where you supply Personal Data to us so we can provide Goods to you, and we Process that Personal Data in the course of providing the Goods to you, we will comply with our obligations imposed by the Data Protection Laws:
a. before or at the time of collecting Personal Data, we will identify the purposes for which information is being collected;
b. we will only Process Personal Data for the purposes identified;
c. we will respect your rights in relation to your Personal Data; and
d. we will implement technical an organisational measures to ensure your Personal Data is secure.
66. For any inquiries or complaints regarding data privacy, you can contact us.
Excluding liability
67. The Supplier does not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited. Subject to this, we are not responsible for losses which were not reasonably foreseeable at the time the Contract was formed.
68. None of our products are sold as indestructible and pets should always be supervised during use. It is the responsibility of the pet owner to regularly inspect products for wear or damage and remove them when they become unsafe. Products damaged through misuse, accidental damage, normal wear and tear, or damage caused by a pet (for example, toys that have been chewed or broken through normal use) are not considered faulty and will not qualify for a refund or replacement under your statutory rights. Nothing in this clause excludes or limits any liability that cannot lawfully be excluded.
69. Information provided on the Website is for general information purposes only. We take reasonable care to ensure that information is accurate and up to date, but you should follow any product instructions, safety guidance and manufacturer recommendations provided with the Goods.
Governing law, jurisdiction and complaints
70. The Contract (including any non-contractual matters) is governed by the law of England and Wales.
71. Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, the courts of respectively Scotland or Northern Ireland.
72. We try to avoid any dispute, so we deal with complaints in the following way:
a. If your complaint is regarding our service, delivery or cost please contact us.
Links to other websites
73. This Website May contain links to other sites. Unless expressly stated, these sites are not under the control of Dogtropolis® or that of our affiliates.
74. We assume no responsibility for the content of such Websites and disclaim liability for any and all forms of loss or damage arising out of the use of them.
75. The inclusion of a link to another site on this Website does not imply any endorsement of the sites themselves or those in control of them.
Availability of the Website and disclaimers
76. Any online facilities, tools, services or information that Dogtropolis® makes available through the Website are provided on an "as available" basis. We use reasonable efforts to ensure the Website operates correctly, but we cannot guarantee that it will always be available, uninterrupted or free from errors. Nothing in this clause affects your statutory rights relating to Goods purchased from us.
77. Whilst Dogtropolis® uses reasonable endeavours to ensure that the Website is secure and free of errors, viruses and other malware, we give no warranty or guaranty in that regard and all Users take responsibility for their own security, that of their personal details and their computers.
78. Dogtropolis® accepts no liability for any disruption or non- availability of the Website.
79. Dogtropolis® reserves the right to alter, suspend or discontinue any part (or the whole of) the Website including, but not limited to, any products and/ or services available.
80. Images are for illustration purposes only. Packaging may change from time to time and images on our Website may or may not be updated.
81. Dogtropolis Ltd is a Trading Standards Registered Feed Business and does not claim to manufacture or be the manufacturer of any products/items sold on the Website. All products/items are purchased by Dogtropolis® from a variety of wholesale/trade suppliers for legitimate resale to the end consumer. Dogtropolis® is a retailer/distributor of all products/items on the Website.
Discounts, deals and special offers
82. Occasionally there may be products on offer for less than the regular price. There may be specific conditions which apply in order to receive the discounted price.
83. The Website has complete discretion to withdraw any deal or offer at anytime and may change the price of products without prior notification to customers.
84. All discount codes refer to the price excluding delivery charges. Such codes may only be applied to purchases made through the account in respect of which the discount code was offered and are not transferrable or redeemable for cash.
85. Unless otherwise stated: codes (1) are only available for future new orders placed online; (2) cannot be used retrospectively; (3) can only be redeemed once per customer; (4) discount codes earned from the Loyalty Rewards Scheme cannot be used towards subscriptions; and (5) discount codes cannot be used in addition to our Special Offers and/or products already discounted.
86. You cannot use more than one discount code per transaction unless we state otherwise.
87. We reserve the right to reject any discount code if we consider that it is being used in breach of these terms. Discount codes are subject to any additional specific terms and conditions which are specified at the point of issue. We reserve the right to discontinue or otherwise modify any discount codes at any time without prior notice.
eGift Cards and Store Credit
88. eGift cards are valid for 5 years from point of purchase.
89. You will not be able to use your eGift Card after the expiry date and any unused balance on the card will be lost.
90. You can cancel an eGift Card at any time up to 14 calendar days after the day on which you place your order, provided none of the balance has been spent.
91. Can only be used for purchases from our online store or at any event we are attending in the UK and are applied to total order, including Shipping.
92. Once the cancellation period has expired, we cannot top up the balance or provide a refund for any unused balance unless required by law. Cancellation rights for eGift Cards are set out in Clause 90.
93. We will not be held liable for lost or stolen eGift Cards or any credit amounts on the card, and we can’t offer cash or credit in place of the balance on a lost or stolen eGift Cards.
94. If you don’t redeem the entire value of the eGift Card in a transaction, the balance will remain on the card until it is used again or until it expires. We won’t give change, nor will we exchange the balance for cash.
95. Store credit expires 12 months after being applied to your account.
96. When Store credit is applied a confirmation email, with the total amount applied, will be sent. You can also view your store credit balance by logging in to your account,
Subscription Services
97. You understand that by signing up to a Subscription Service you will be automatically charged each week/month for your order. Future payments will be taken on the same day of the week/month that the initial order was made.
98. A valid payment method is required to process the payment of your Subscription. You shall provide accurate and complete billing information including full name, address, post code, telephone number, and valid payment method information.
99. Failed billing attempts will be retried 3 times, each 1 day apart, when the Subscription reaches the maximum number of failures, without success, the Subscription will be paused. You can manually retry failed payments at any time through the Customer Portal.
100. Although you can checkout as a 'guest' it is recommended that, if you are entering in to a Subscription, you create an account in order to access the Customer Portal. If you set-up an account after placing a Subscription please ensure you use the same email address to link accounts.
101. The Customer Portal can be accessed by:
a. Logging into your account; or
b. following the link on emails received regarding your subscription; or
c. contacting us and we will send you a link via email.
102. Upon signing up to a Subscription the Customer Portal will become available; from here you can:
a. change product quantity.
b. add/remove other subscription products to the recurring order.
c. add one-time products to next order (until the next renewal and will be removed after).
d. retry failed payments at any time.
e. change email, shipping and/or billing address.
f. enter discount codes.
g. pause or cancel Subscription at any time.
103. Cancellation of the Subscription can be made at any time from the Customer Portal. However, it is your responsibility to do so in a timely manner;
a. if you fail to cancel the Subscription prior to payment being taken and the order has been dispatched please refer to our Refund Policy.
b. if you fail to cancel the Subscription prior to payment being taken and the order hasn't been dispatched please Contact Us as soon as possible. If we receive your message prior to dispatch we will acknowledge the message and refund the order, as per our Refund Policy.
104. Delivery Charges for Subscription Services are the same as those for Non-Subscription Services and can be found in our Shipping Policy. Delivery charges can be viewed in the Customer Portal and will be updated when: (i) a new subscription is created, (ii) you edit/add/remove products from your subscription (including one-time items), (iii) you edit your shipping address (iv) delivery charges increase throughout the Website.
105. We will provide you with 30 days notice of any price increases. However, we allow cancellation of Subscription Services at any time and do not have a minimum Subscription period. Cancellation will not affect any Orders already processed or dispatched, and any refund rights will be handled in accordance with these Terms, our Refund Policy and your statutory rights.
106. Discount codes earned from the Loyalty Rewards Scheme cannot be used towards subscriptions.
107. All the above is in addition to the entire Terms and Conditions of the Website.
Product reviews
108. If you leave a review on the Website you are agreeing to its use in anyway without compensation to you. Product reviews should be an accurate and true in regards to the product in question. Any complaints about the service provided should be submitted via our contact form or emailed to info@dogtropolis.co.uk. We reserve the right to edit, modify or delete the product review should it not meet the required guidelines.
Loyalty Scheme
109. In reference to our Loyalty/Rewards Scheme:
a. we allow guests to earn rewards but they can only be redeemed by becoming a member.
b. there is NO minimum purchase amount in order to redeem your points.
c. points are rewarded for successful orders.
d. points are revoked for refunded orders.
e. points are not rewarded for shipping costs.
f. only one coupon/reward/discount code can be used per order.
g. discount codes cannot be used in addition to our Special Offers and/or products already discounted.
h. discount codes earned from the Loyalty Rewards Scheme cannot be used towards subscriptions.
i. points may be added to accounts manually for competitions and other events - at the discretion of Dogtropolis®.
j. free Shipping applies to UK Mainland Delivery only.
k. all of your points will expire if you have not earned or redeemed points for a continuous period of 1 year.
l. if you have 'Celebrated a birthday' but not earned or redeemed points, by making a purchase, for a continuous period of 1 year your points will expire.
Ownership and Intellectual Property
110. The Website is owned and operated by Dogtropolis Ltd. Company No. 13331536. Our registered office is 1 Barrowfield Mews, London Road, Sevenoaks, Kent, TN15 6EU. We are not currently VAT registered.
111. Dogtropolis Ltd is a UK-based business and is not affiliated with other businesses using a similar name outside the UK.
112. The copyright and all other intellectual property rights in and to the Website and any and/or all of the material on the Website are either owned by us or are included with the permission of the owner of the rights. As a visitor to the Website, you may download a single copy of each piece of material contained on the Website for your own private viewing purposes only, provided you keep intact all and/or any proprietary notices.
113. No copying of the Website or any material contained on the Website, or distribution or business use, is permitted without our prior written consent.
114. No licence is granted to you in these Terms and Conditions to use any trade mark, whether registered or unregistered, belonging to Dogtropolis Ltd.