Terms and Conditions

1. Scope

Our Internet mail order (hereinafter referred to as Online Shop) and the accompanying General Terms and Conditions are directed exclusively at private customers. This includes all types of orders placed by telephone via the online shop, e-mail or telephone.

2. Contracting Party, Customer Service

Purchase agreements are concluded with PLATINUM Pet Food & Care Ltd. Detailed information about us can be found in the legal notice. For any questions or complaints, please contact our customer service team by telephone Monday through Friday between 9 am and 5 pm, using the free service number 0800 158 80 25 within England, subject to your telephone provider’s international calling charges.

3. Conclusion of an Agreement

Our website solely represents a sales prospectus. The display of the products on the website serves as an invitation for you to submit binding offers (orders). In the case of electronic orders, you submit your offer by clicking on the “Order now” button, which then places the order for all the goods that are stored in your cart. Immediately following your order placement, you will receive an overview of your order via email. This order overview does not constitute a binding acceptance of the order. 

The purchase agreement comes into force with the payment methods „payment by PayPal“, „payment by Apple Pay“ and „payment by credit card“. In case of a payment with PayPal, credit card or Apple Pay, the contract is already concluded with your payment instruction.

4. Limitation of quantity & commercial resale

The sale of the goods shall only take place in customary quantities exclusively for private use. Commercial resale is not permitted.

5. Delivery Costs

We offer free home delivery. You will not have to pay any additional delivery costs! This applies from an order value of 29 GBP. Below this order value a shipping and handling charge of 5,90 GBP applies. In Addition, for some regions an extra region-specific shipping and handling fee will be charged, for details please see https://www.platinum.co.uk/oxid/Shipping-Information/ 

6. Payment

Payment can be made by PayPal, Apple Pay and credit card.

Payment by PayPal

You can pay in our online shop via PayPal. After you have selected PayPal as your payment method, you will be redirected to PayPal. You can then authenticate with your PayPal username and password. If you do not have a PayPal account, you can register with PayPal. In case of returns, the amount will be credited back to your PayPal account.

Payment by Apple Pay

You can pay in our online shop via Apple Pay. After selecting Apple Pay as payment method, you will be redirected to Apple Pay where you have to authenticate to finish the payment process.

Payment by credit card

You can pay conveniently and securely with your credit card in our online shop. We accept the following credit cards: VISA and MasterCard. During the purchase process, please select the appropriate card and enter the required data in the fields provided. Your credit card details are transmitted encrypted via SSL. You can recognise this by the “https” in the address bar in your browser on the payment pages. This means that your credit card purchase with us is very secure. Your credit card will be charged after your order is shipped.

To increase the security of credit card payments, the credit card security procedure 3D-Secure is used. This procedure is called Verified by VISA for VISA cards and MasterCard Secure Code for MasterCard cards. If your credit card is 3D-Secure-enabled, you will automatically be redirected to your bank's site. There you can confirm the transaction by entering your personal Secure Code and password. If you have not yet registered your credit card for the 3D-Secure system, you can do so during the payment process. After 3D-Secure authentication, you will be automatically redirected back to the shop. In case of returns, the corresponding amount will be credited to the debited credit card.

7.Customer Pick ups

Orders placed through the online shop (comprising all type of remote orders placed through the online shop by way of email or telephone) can be sent by shipment only. Unfortunately, it is not possible for customers to collect the goods in person. For local customers, we offer factory outlet hours Monday through Friday, from 9 am to 5 pm, where you can buy the goods directly on site.

8. Reservation of Title

Goods shall remain our property until full payment has been made.

9. Damaged Shipments

If goods are delivered with obvious shipment damages, please immediately submit a corresponding complaint with the shipping company and contact us without delay. Failing to file a complaint or to contact us shall have no effect on your legal rights and their enforcement, in particular your warranty rights. With your effort you will help us to assert our own claims against the shipping company or shipment insurance company.

10. Information on Right of Withdrawal

Below you will find information on the requirements and consequences of your statutory right to cancel your order.

Information on Right of Withdrawal

Consumers have the following Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (PLATINUM Pet Food & Care Ltd, Unit 3, Apollo Park, Armstrong Way, Yate, BS37 5AH, phone 01179 717 520, info@platinum.co.uk) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such 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 any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

End of the Information on Right of Withdrawal

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract)

To PLATINUM Pet Food & Care Ltd, Unit 3, Apollo Park, Armstrong Way, Yate, BS37 5AH, info@platinum.co.uk:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),



(*)Delete as appropriate.

End of model withdrawal form 

Please use our free pick-up service for returning the item. Simply contact our employees via the contact details provided and arrange a time for the item to be picked up by our logistics partner.

Please help us to avoid unnecessary excess postage costs and ensure that you place sufficient postage on the package. We reserve the right to deduct any accumulating extra postage from the refund amount.

11. Cost Bearing Agreement in the Event of Withdrawal and Return Guarantee

We reserve the right to impose upon you the responsibility to pay the costs of the return shipment, in accordance with the proper execution of the statutory right of withdrawal set forth in the information above, as follows: you shall be obligated to bear the regular costs of the return shipment if the goods have been delivered to you as ordered.

The compensation with counterclaims or the retention of payments due to such claims is only acceptable if the counterclaims are undisputed or established as legally binding. Furthermore, exercising the right of retention is only acceptable if the counterclaim is based on the same contractual partnership.

12. Implied Warranty

All our goods in the store are subject to statutory warranty regulations.

13. Codes of Conduct

We abide by the Trusted Shops Code of Conduct. A list of the quality criteria can be found under http://www.trustedshops.co.uk/seal-of-approval/quality-criteria.html

14. Saving of the Contract Content

We save the content (text) of the contract and will send you the order details and our terms and conditions by email. You can also review the terms and conditions on this website at any time. For security reasons, your previous orders can no longer be accessed online.

15. Contractual Language

The contract is concluded in English. 

PLATINUM Pet Food & Care Ltd.