Terms and Conditions
These terms apply to any purchases you make on our website. Please read them carefully before you place any orders on our website, as they set out important information about your and our rights and obligations.
You must agree to these terms before you place your order.
You must be at least 18 years old and a resident of the UK to place an order on our website.
Your attention is particularly drawn to clause 16 (Our responsibility to you) of these terms, which sets out important limits and exclusions of our liability to you.
1. About us
We are Platinum Pet Food & Care Ltd, a company registered in England and Wales under company number: 08821057. Our registered office is at: C/O Business Control Limited. Red Lion Yard, Frome Road, Bath, BA2 2PP and our principal place of business is at Unit 3, Apollo Park, Armstrong Way, Yate, Bristol BS3 5AH. Our VAT number is: GB180642905.
2. How to contact us
You can contact us by sending an email to info@platinum.co.uk calling us on 0800 158 8025.
3. These terms
3.1 Any reference to “we”, “us” or “our” in these terms is to Platinum Pet Food & Care Ltd, and any reference to “you” or “you” is to the person placing an order on our website or by telephone.
3.2 We may make changes to these terms at any time. However, the terms which apply to your order will be those in force at the time you submitted your order to us.
3.3 Please print out or save a copy of these terms and any emails from us for your records, as we will not save or file a copy for you. These terms are only available in English.
4. Orders
4.1 Please check your order carefully and correct any errors before you submit it to us.
4.2 After you place your order, we will send you an acknowledgment email to let you know that we have received your order. This does not mean that your order has been accepted by us. Your order is an offer to buy products from us on these terms.
4.3 Acceptance of your order by us takes place when we dispatch your order to you, at which point a legally binding contract is formed between you and us on these terms. We will send you a shipping confirmation email to let you know once your order has been dispatched.
4.4 If we do not accept your order, for example because we have been unable to pre-authorise the payment, the products are unavailable, you are under 18 or live outside of the UK, or there has been a mistake regarding the pricing or description of the products, we will email you using the details you provided when you placed your order. We have the right to reject any order for any reason.
5. Availabilty
All orders are subject to availability. We cannot guarantee that any product will be available at any given time. In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop selling certain products. If this happens and it affects your order, we will notify you by email, cancel your order and provide you with a full refund (including any delivery costs) if payment has already been taken.
6. Making changes to your order
If you would like to make any changes to your order after you have submitted it, please contact us as soon as possible and we will let you know if it is possible to change your order.
7. Product descriptions
7.1 Descriptions of our products are set out on our website.
7.2 Please read the product description carefully. Pictures and images of the products or their packaging on our website are for illustration purposes only. Your products and their packaging may vary from those pictures or images.
7.3 We cannot guarantee that the colours displayed on your device will match exactly the appearance of your products. The colours of the products displayed on our website may vary depending on what device you are using and your settings.
7.4 All weights, sizes and measurements set out on our website are as accurate as possible but there may be a small tolerance of up to 2%.
8. Use restrictions
You must use our products only for domestic and personal use. You must not use our products for commercial, business or resale purposes.
9. Prices
9.1 Prices for our products are set out on our website. All prices are in pounds sterling (£ / GBP) and include VAT at the applicable rate, but exclude delivery charges. For information on delivery options and costs, go to Shipping Information (platinum.co.uk).
9.2 Prices for our products and delivery charges may change at any time. Except as set out in clause 9.3 below, such changes will not affect existing orders.
9.3 If there has been an error on the website regarding the pricing of any of our products and this affects your order, we will try to contact you using the contact details you provided when you placed your order. We will give you the option to re-confirm your order at the correct price or to cancel your order. If we are unable to contact you, we will treat the order as cancelled and notify you by email.
10. Payment
10.1 We accept the following credit cards: VISA and MasterCard. You can also pay by PayPal, Google Pay and Apple Pay. All payments need to be authorised by the relevant card issuer or payment service provider.
10.2 We will take payment from your card when your order is ready for dispatch. If the payment is unsuccessful, we will try to contact you using the contact details you provided when you placed your order. If we are unable to contact you, we will cancel your order and notify you by email.
11. Delivery dates and costs
11.1 For information on delivery options and costs, go to Shipping Information (platinum.co.uk). You will be given available delivery options to choose from when you place your order.
11.2 Your order will be delivered on the selected delivery date or within the delivery period specified, depending on the delivery option you chose when you placed your order. We will deliver your order within 30 days of the shipping confirmation email unless otherwise agreed between you and us.
11.3 Any delivery dates stated during the order process, or in your order acknowledgment or shipping confirmation emails, are estimates, unless we have agreed a specific delivery date with you.
11.4 We will do all that we reasonably can to deliver your order within the delivery period or on the delivery date agreed with you. If your delivery is delayed, we will email you to let you know as soon as reasonably possible. However, we are not liable to you for any losses you incur if delivery is delayed because of circumstances beyond our reasonable control (for example, severe weather, accidents, or unpredictable traffic delays).
12. Delivery
12.1 Our delivery courier will deliver your order to the address specified by you when you placed your order.
12.2 If no one is available to take delivery, our delivery courier will either post an attempted delivery notification through your letterbox with information on how to re-arrange delivery (where no delivery instructions have been provided by you) or follow the delivery instructions you provided to us (e.g. leaving it in a specified safe location or delivering it to a neighbour or nearby business) and post a delivery note through your letterbox or email you to let you know where we have left your package. If a further delivery attempt is unsuccessful or our delivery courier has been unable to follow your delivery instructions, we will notify you by email, cancel your order and refund you the price of the products (but not the delivery charge).
12.3 Please examine the products as soon as reasonably possible after delivery and notify us of any fault or damage as soon as reasonably possible.
12.4 Once your order has been delivered to your address or in accordance with the delivery instructions you provided to us, the risk in the products passes to you and the goods are classed as having been ‘delivered’. This means that you are responsible for the products and we are not liable to you if the products are stolen or damaged after they have been delivered to you. This does not affect your legal rights if the products are faulty or misdescribed. Ownership of the products passes to you once you have paid for them in full.
13. Your right to cancel
13.1 You have 14 days from the delivery date to change your mind and cancel your order. This does not apply to perishable products or any products that have a protective or hygiene seal (eg pet food) if that seal has been broken.
13.2 To cancel your order, please email us at info@platinum.co.uk, call us on 01179 717 520 or write to us at Unit 3, Apollo Park, Armstrong Way, Yate, Bath, BS37 5AH. You can also use the cancellation form available here Right of Withdrawal (platinum.co.uk). To help us process your cancellation more quickly, please have your order number ready or include it in the email or cancellation form you send to us.
13.3 If you have already received your order, you must return the products to us within 14 days of telling us that you want to cancel your order. The deadline is met if you send the products back to us before the 14-day period has expired. We strongly recommend that you get proof of postage. We may withhold the refund until we have received the products back from you or until you have provided us with evidence that you have sent the products back (whichever is earlier).
13.4 Products must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. We may make a deduction from the refund amount if you have handled the product in a way that has diminished the value of the product, if such handling was beyond what is necessary to establish the nature, characteristics and functioning of the products. You are responsible for the products while they are in your possession.
13.5 Unless your products are faulty or misdescribed, you are responsible for the cost of returning the products to us.
13.6 We will provide you with a full refund (including basic delivery charges) as soon as possible. If you cancelled before you received any products, we will issue the refund no later than 14 days after the day on which you told us that you want to cancel. If you have sent products back to us, we will issue the refund no later than 14 days after the day we receive the products back from you or, if earlier, 14 days after the day you provide us with evidence that you have sent the products back.
13.7 We will issue your refund to the same payment method you used when you placed your order.
14. Faulty products
14.1 The products that we provide to you must be as described, fit for purpose and of satisfactory quality. We are under a legal duty to supply products that are in conformity with our contract with you.
14.2 During the expected lifespan of your product, you are entitled to the following:
| Up to 30 days: | If your product is faulty, you can get an immediate refund. |
| Up to six months: | If the product cannot be repaired or replaced, then you are entitled to a full refund in most cases. |
| Up to six years: | If the product does not last a reasonable length of time, you may be entitled to some money back. |
14.3 This is a summary of some of your key rights. They are in addition to your cancellation rights set out in clause 13 above. For more detailed information on your rights, visit the Citizens Advice website at www.citizenadvice.org.uk or call 0808 223 1133.
14.4 If your products are faulty or misdescribed, please contact us as soon as reasonably possible.
15. Events beyond our control
We are not liable to you if we fail to comply with these terms because of circumstances beyond our reasonable control.
16. Our responsibility to you
16.1 If we breach these terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).
16.2 We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.
16.3 Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.
17. Your information
Any personal information that you provide to us will be dealt with in line with our “Data Protection Policy” available here Data protection (platinum.co.uk), which explains what information we collect and hold about you, and how we collect, store, use and share such information.
18. Your information
No one other than us or you has any right to enforce any of these terms.
19. Transfer of rights
19.1 We may transfer our rights under these terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.
19.2 You are not allowed to transfer your rights under these terms to anyone without our prior written consent.
20. Complaints
20.1 If you are unhappy with us or the products you ordered, please contact us by email at info@platinum.co.uk, by telephone on 0800 158 80 25 or by using the “Contact Us” form available on our website at Contact (platinum.co.uk).
21. Govering law and jurisdiction
21.1 The laws of England and Wales apply to these terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
21.2 Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.