Terms of service
About these terms
These terms and conditions apply to the use of the www.vetrelieve.com and www.vetrelieve.co.uk website which is operated by VetRelieve Ltd (trading as VetRelieve), or the purchase of VetRelieve products directly or through a third party dealer. References to “VetRelieve” or “we”, “us” and “our” shall be deemed to be references to VetRelieve Ltd. References to “you”, and “your” shall be deemed to be references to persons placing an order via the www.vetrelieve.co.uk or www.vetrelieve.com website, as well as for telephone, e-mail or postal orders, or orders through a third party dealer. These terms & conditions also cover our emails and any other associated promotional activity.
By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not make any order through our website, emails or by phone.
Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by email on info@vetrelieve.com
Our details
Registered Office
VetRelieve Ltd
35 Wilkinson Street, Sheffield, S10 2GB
Registered in England and Wales No. 14834572
VAT registration number: 452319993
Email: info@vetrelieve.com
Orders
When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions.
By placing an order through our website or directly with VetRelieve you are making an offer to VetRelieve to purchase the goods outlined in your order upon the terms described in your order.
When you place an order, we will require your name, email address, credit/debit card (if paying online), phone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is needed so we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order. Please note, we are unable to change/amend or cancel your order once it has been dispatched. In the event of orders placed on payment terms, the terms are payment in full due 30 days after product delivery. Please note only trade customers can pay on payment terms.
All prices on our website, invoices and emails are shown and charged are in GBP.
After placing an order online, we will provide you with confirmation that your order has been received which acts as confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once this e-mail has been received.
Please note that we will not be able to meet any obligations as a result of the following reasons:
- If the product you ordered is out of stock.
- We are unable to authorise your payment.
- If it is identified that there is a product description or pricing error.
- If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.
Should there be an issue with your order, one of our Customer Service team will contact you either by phone or email. If we have issues authorising payment, we will contact you via phone or email.
We use a third party payment provider to facilitate the taking of payment and VetRelieve will not hold your bank or payment card details
When placing an order, you will be added to our mailing and/or email list if you opt in. However, should you wish to not receive mailings, please inform our Customer Service team and they will remove you from our mailing and/or email lists.
Once an order has been despatched from our Warehouse, we cannot cancel it, stop it or delay the delivery, nor change the delivery address. In this instance, it would be your responsibility to return the item to allow us to process a refund.
Please ensure that you check all items on receipt, as faulty or damaged items must be reported as soon as reasonably possible.
Stock, lead times and delivery
We hold a small amount of stock of some products, but many of our items are made to order. Items that are in stock are despatched as soon as we can. For made-to-order items, please allow around 2 to 3 weeks from the date of your order before despatch. Bespoke (made to measure) orders typically take around 8 weeks. These are estimates rather than guaranteed dates, and we will let you know if there is likely to be a delay.
We currently deliver within the UK. Delivery charges are calculated at checkout based on the size and weight of your order and are currently between £8 and £16, including VAT. Please see our Shipping policy for full delivery details.
Debit / Credit Card & PayPal Payments
We use a third party payment provider.
Please note that you will be charged straight away for the whole value of the order when ordering online through the website. This is also the case for items which are pre-ordered which you will not receive straight away or with the rest of the in-stock items. Before your order can be accepted, we must receive in cleared funds, or confirmation of authorisation of payment (where a credit card is used) the purchase price specified in full (without any deduction).
In the event that payment for an order is not received; or you are not fully entitled to use your nominated credit, debit or charge card; or such card has insufficient funds to cover the price of the Products then:
- VetRelieve may contact you allowing you to make payment in full within a specified time period by the same or another means; or
- VetRelieve may at its sole discretion not accept your order.
Payment by Cheque
We do not accept payment by cheque
Website Use, Product Pricing and Descriptions
Where VetRelieve provides any information in relation to the Products supplied to it by a third party, VetRelieve does not give any warranty or guarantee as to its accuracy or otherwise and shall have no liability to the Customer for any losses arising as a result thereof.
We undertake all reasonable care to ensure that all the details, prices and descriptions of products on our website are accurate at the time when they are entered onto our system. However, specifications and descriptions of products on this website are solely to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding. Whilst we endeavour to keep the website as up-to-date and accurate as possible, there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed - the information on the Website may contain technical inaccuracies or typographical errors and may be changed or updated without notice. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information. VetRelieve may also make improvements and/or changes to the Website at any time without notice.
Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products. Please note most of our products are hand-made and/or have a unique finish, shape, colour, natural imperfections, texture and may vary from the picture you see on our website, and/or from one product to the other if you order more than one. Each item is manufactured from natural sources, so size and colour may vary slightly making each piece completely unique. Dimensions may also slightly vary.
On very rare occasions, an error may occur, and goods may be incorrectly priced on our website, mailings and/or catalogues. In these circumstances, we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all.
We reserve the right to correct any price errors as we see fit. If such a situation occurs, we will cancel your order and refund the price you have paid, and in addition will use reasonable endeavours to contact you and ask you whether you wish to repurchase the item at the correct price. If we are unable to contact you, we will proceed to cancel your order and refund the price you have paid.
Please note we cannot be responsible for any third-party articles, websites or all other external press for price discrepancies and the advertising of out of stock items. We will not be in the position to refund any price discrepancies between such articles and our website.
The entire content of the Website, including all copyright, trademarks and other intellectual property rights it contains, including the use of the name "VetRelieve" is the sole property of VetRelieve or our licensors. You are permitted to copy, transmit and to use such material only for the purpose of ordering Products from the Website, but you not are entitled to copy, reproduce, transmit, display in public, create derivative works from or otherwise commercially exploit such material.
All intellectual property rights in the Products (subject to the rights of any third party) belong to VetRelieve.
Contract Cancellation – changing your mind
If you wish to cancel your order prior to dispatch please contact our customer services on info@vetrelieve.com. Dispatched orders cannot be cancelled or changed and must be returned to us for a refund using the process below, or the parcel must be rejected from the courier.
If you wish to return your whole order once it has been dispatched, and the goods are in a resalable condition, unused and undamaged, and in their original packaging, you must let us know within 14 days of receiving your parcel so the goods can be returned. Please inform us via email at info@vetrelieve.com. Please note that bespoke items made to measure cannot be returned unless faulty. You will then need to return the whole order to us, at your own expense, within 14 days of this notification. Once we receive the whole order back, we will refund the full value of the goods, plus the original standard delivery charge you paid, via your original method of payment. We will do this without undue delay and within 14 days of receiving the goods back (or of you sending us proof that you have returned them, if that is earlier). Please ensure that you include a copy of your original purchase confirmation within the parcel you are returning so that we know who it is from.
We cannot accept returns of washed and/or used beds/covers/mattresses unless they are faulty.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. For your protection, we advise you to insure the package for the full amount of the invoice plus postal or shipping charges. If you arrange the return yourself, the goods remain your responsibility until they reach us, so please pack them carefully and keep proof of postage. Where we arrange the return of a faulty, damaged or wrongly despatched item, it remains our responsibility in transit.
You may handle the goods to check them, but please do not wash or use them. If a returned item has been handled more than is needed to inspect it, or has been damaged through poor packaging on its way back to us, we may deduct an amount from your refund to reflect the loss in value of the goods. We may issue a partial refund via credit note at VetRelieve’s discretion.
Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right. This policy does not affect your statutory rights.
If an undamaged item is returned to us outside of the 14 day time frame, we have the right to refuse the return, or in certain circumstances we may issue a (partial) refund via credit note at VetRelieve’s discretion.
We try to process returns as soon as possible once they have reached our warehouse. We will inspect the returned item and will notify you of your refund via email.
Returns – damaged or defective goods
VetRelieve’s products should meet or exceed your expectations. However, in the event that you are dissatisfied with your order, the Products delivered to you are incomplete or you have received incorrect Products, we shall have no liability to you unless you notify VetRelieve of the problem as soon as reasonably possible of the Products in question.
We may ask you to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, we may ask you to return the item to us at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge). Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.
If you received a damaged or wrongly despatched item and can provide photographic evidence VetRelieve will organise a return for this product. Please note that returns of damaged or defective goods must be organised through info@vetrelieve.com in order to be traced. VetRelieve do not take responsibility for any Product lost in transit if this has not been organised by VetRelieve.
Please repack your item with care using all the original packaging or a suitable alternative as the goods are your responsibility until they reach our warehouse.
We try to process returns as soon as possible once they have reached our warehouse. We will inspect the returned item and will notify you of your refund or replacement via email.
We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If this is not possible we will contact you via email.
If you wish to receive a replacement, the new item will be despatched once the original product has been received in our Warehouse.
We cannot accept returns of washed and/or used beds/covers/mattresses unless by prior agreement
Returned goods found to be used, damaged, marked or scratched may be refused or have a deduction applied unless the damage or fault is covered by your statutory rights or by prior agreement. We may issue a partial refund via credit note at VetRelieve’s discretion.
If an item is faulty, you also have legal rights under the Consumer Rights Act 2015, including a short-term right to reject faulty goods within 30 days and rights to a repair, replacement or refund. Nothing in these terms affects those rights.
We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear. Please make sure to read all care instructions on the care instructions sent with the product. If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.
Promotions
Please note that only one promotional offer can be used at any one time.
Promotional codes are not valid on Sale items or Clearance products.
Although we will instruct affiliate windows, press and magazines to remove offers or promotions from their sites/publications when they are no longer valid, we cannot be responsible for the failure to do so and will not be in the position to refund any price discrepancies between such articles and our website.
Credit Notes
Credit notes are created as and when a refund is not possible or you have specifically requested a credit note.
Credit notes are valid for 1 year from the date of creation. Your credit note code will be communicated to you via email.
Disclaimer & Limitations of Liability
VetRelieve does not look to exclude or limit liability for personal injury or death arising from its negligence or that of its employees, agents, members or directors or for any misrepresentation that is fraudulent.
To the utmost extent allowed by law and save as provided above, neither VetRelieve nor any linked company shall be liable to you by reason of any representation, or any implied condition, guarantee, or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of VetRelieve or any of its employees, agents, members or directors or otherwise) for any indirect special or resultant loss or damage (including but not limited to loss of profit or loss of saving), expenses, costs, or other claims for compensation whatsoever which arise out of, or in connection with the use of the VetRelieve website, the supply of the products or their use of resale by you).
These limitations of liability, as outlined here, shall apply equally for the benefit of VetRelieve Ltd and any other linked company as if references to VetRelieve included references to each linked company.
Whilst we try and do everything reasonable to try and keep the information on this website up-to-date and correct, VetRelieve do not give any warranty to its completeness or correctness and VetRelieve cannot be held responsible for any omissions, errors or for any resulting implications from the use of this information.
VetRelieve make all reasonable effort to ensure a reliable and fast service but we do not guarantee that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems.
In addition, VetRelieve cannot be held responsible or liable for your use of any websites that are accessible from this website as we do not have any control or responsibility for these. Any such links should not be viewed as an endorsement or an affiliation with VetRelieve.
Privacy
Our Privacy Policy can be found on our Privacy Policy page and Cookies page. Visitors are required to read this privacy policy. In accessing, browsing or otherwise using this website, you confirm that you have read, understood and agree to this privacy policy in its entirety. If you do not agree to this privacy policy in its entirety, you should not use this website. In using the website, you also agree that we can use cookies on your computer, mobile or other device - please see our Privacy & Cookie Use page.
General
VetRelieve will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.
VetRelieve may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific written permission of VetRelieve.
No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.
Jurisdiction and Law
The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.
This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you. We make no representation and accept no liability in respect of the import or export of the Products you purchase.
These Terms govern the contract to the exclusion of all other terms and conditions stipulated in any other communication or document unless expressly agreed in writing by VetRelieve.
VetRelieve reserves the right to vary the content of these Terms from time to time, with any changes being published on the Website. However, such variations will not affect any Contract between VetRelieve and you. Continued use of the Website, or any of its services will signify that you agree to any such changes.
We may correct any typographical, clerical or other error or omission in any information on the Website or in any email or other document or communication issued by VetRelieve without incurring any liability on our part.
If any clause or part of a clause in these Terms is held by any Court of competent authority to be unlawful, invalid or unenforceable, such clause or part shall be severed and the remaining provisions of these Terms shall remain in full force and effect.
These Terms, together with our Website prices, delivery details, contact details and privacy policy set out the whole of our agreement relating to the supply of the Products by us. Nothing said by any sales person on our behalf should be understood as a variation of these Terms or as an authorised representation about the nature or quality of any Products offered for sale by us. Save for fraud or fraudulent misrepresentation or any statutory obligation, we shall have no liability for any such representation being untrue or misleading.