Terms and Conditions

Terms of service.

1. Purchase Contract

This website is operated by Collarways Limited trading as Pet Scents ("Pet Scents", "we", "us" or "our"). By using the www.petscents.co.uk website you are bound by these terms and conditions.

All use and purchases made on this website are governed by these Terms and Conditions at any time although the Terms and Conditions governing any given use or purchase will be those in effect at the date of your order or specific use.  If you use or order goods after we have published any changes you will be bound by those changes. Accordingly, you should check prior to each use or order to ensure that you understand the precise terms and conditions applicable to your site visit or purchase

1.2  We will confirm acceptance of your order placed on www.petscents.co.uk. This will occur either by a message on the website immediately after you have confirmed your order, or by us sending an e-mail to the e-mail address you have provided to us. At the point of acceptance, the purchase contract will be made and we will supply the goods to you in accordance with your order and these Terms and Conditions.

2. Price and Delivery Charges

2.1 The price of the goods will be as quoted on the website at the time you confirm your order (usually by clicking the "checkout" button) subject only to any inadvertent technical error for which we will not be liable. Where a substitute item is offered in place of an item ordered, the price charged for that substitute item (if accepted) will be the price applicable at the time the item is substituted.

2.2 The prices stated on the website will be inclusive of any VAT payable.

2.3 If we make an error in advertising the price of the goods on the website, we reserve the right to cancel any orders you place for such goods.

2.4 Each order you make may include a charge for delivery. If your delivery is subject to a delivery charge, it will be shown to you as a separate charge on the delivery confirmation page before you confirm your order. Any delivery charge added to your order will be dependent upon, amongst other things, the value of your order, the date and time of your delivery, and your delivery address and charges may vary from week to week. 

3. Payment

3.1 Payment may be made by debit, credit, or charge card and some business account cards.  

3.2 No other companies vouchers or "money-off" coupons will be accepted towards payment of an order. You can pay for your order by cheque.

3.2 The debit, credit, and charge cards accepted by us are those listed on the website on the date on which your order is placed.

3.3 Authority for payment will be requested from your card issuer at the time of your order.

3.4 You agree to compensate us in full against all reasonable costs expenses and outgoings incurred by us in obtaining payments from you in the event a failed payment occurs. This will include an administration charge of not less than £20. We may at any time after a failed payment has occurred ask a debt collection agency to collect payment from you.

4. Delivery

4.1 Delivery options will be shown when you checkout. Delivery days and times and not specified and deliveries will be made to the address specified by you when you register on the website. You have the ability to change this address when checking out on the website, and you must do so if you move home so that we can deliver to the correct address. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether.

4.2 Products are subject to availability and prevailing market conditions. We may limit the quantities of goods (particularly goods on special offer) supplied to any one customer if in our opinion the quantity ordered jeopardises availability for other customers. In the event of non-availability of any goods you order, we may offer a reasonable substitute. This may affect the price you pay. You may reject any substitute item and we will refund the amount you have been charged for that substitute. It is our policy to identify any substitute items to you within one working day to give you the opportunity to accept or reject the item at that time.

4.3 We will always try to supply you with the full quantity that you have ordered. If you are not satisfied with the quantity you have received we will arrange with you for non-perishable goods to be returned to us in accordance with our Returns Policy (please note that the goods must not be used and must be in good condition). In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us in accordance with our Returns Policy. You will not be charged for any incorrect goods that you wish to return or goods that you have not received. In any event, subject to clause 7.1 below, our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.

4.4 We take special care to endeavour that deliveries are made within a reasonable time period. We may ask that an appropriate person signs for the goods on delivery. Subject to clause 4.7 below, if no one is at the address when the delivery is attempted a delivery note may be left with instructions on how to obtain your goods.

4.5 Please note adverse weather conditions or other events outside of our reasonable control may result in the occasional late or cancelled delivery. If that is the case we will endeavour to contact you as soon as we are able to in order to reschedule your delivery. In any event, subject to clause 7.1 below, our liability to you will be limited to the price of goods not delivered and the cost of delivery.

4.6 In the event that you instruct us to leave a delivery unattended at your address or with a neighbour, we expressly disclaim all liability that may arise by virtue of the delivery being left unattended for a period of time. This includes but is not limited to theft, tampering, contamination, and the result of any change in temperature in respect of items that need to be kept chilled or within a specified temperature range.

5. Defective Goods

5.1Subject to clause 8.1 below, we will not accept any further claims for loss from or in connection with the supply of faulty goods, whether direct, indirect, consequential, or otherwise, howsoever arising. 

6. Cancellation Rights

6.1 Subject to clauses 6.2, 6.3, and 6.4 you have the right to cancel the contract within 14 days from the day after you receive all goods in order by notifying us by telephone or e-mail.  Once you've cancelled an order you then have a further 14 days to send the goods back.

6.2 In the case of personalised, made to measure or perishable items you do not have the right to cancel the contract. Should you wish to cancel your order prior to the time of delivery, we shall be entitled to charge you in full for an amount equal to the price of the personalised, made to measure or perishable items contained in your order.

 6.3 In respect of items that have sealed packaging, such as pet or animal toiletries you have the right to cancel the contract at any time 14 days from the day after you receive all goods in order by notifying us by telephone or e-mail.  Once you've cancelled an order you then have a further 14 days to send the goods back. We ask that items are returned to us with their original packaging and with any seals intact. In the event that the seal is removed or tampered with, we shall not permit that item to be returned nor shall we refund the cost of this item to you. 

6.4 The right to cancel the contract does not apply to regulated veterinary medicines.

6.5 We will arrange with you for cancelled goods to be returned to us, and we will endeavour to credit your payment card with the price of such goods within three working days from the day on which notice of cancellation was given, within 30 days of receiving notification of your cancellation. If you elect to return the goods by post, you must cover the cost of postage.

7. Warranty and Liability

7.1 Nothing in these Terms and Conditions will restrict our liability for death or personal injury resulting from our negligence, breach of contract, or breach of statutory duty, nor will any of these terms restrict any of your statutory rights. For further information about your statutory rights, contact your local authority Trading Standards Department or Citizen's Advice Bureau.

8.Faulty Goods

8.1 In the event of faulty goods, you have the right to return the product within 30 days for a replacement or refund in accordance with consumer law.

8.2 In addition to paragraph 4.5, we will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, breakdown of equipment, road traffic problems.

8.3 Other than as set out in clause 8.1, our maximum liability arising out of any order for the supply of goods to you under this contract will be limited to the retail price of the goods contained in that order.

9. Privacy

9.1 To help us ensure the best possible service some telephone calls may be recorded.

9.2 We respect your privacy. The personal information that you give us is held with care and security. We do not sell, rent or transfer this information to third parties for their marketing purposes unless you agree otherwise.

9.3 At the time of your registration you will receive a password. Please keep this secret, as you are entirely responsible if you do not maintain the confidentiality of your password. You are entirely responsible for all orders placed with us or information is given to us under your e-mail address in combination with your password. You must immediately notify us of any unauthorised use of your e-mail address and/or password or any breach of security known to you

10. Customer Complaints

10.1 Any Customer complaints should be addressed to our customer service team via email to or telephone to01747 832050.  We endeavour to answer all complaints within 7 days.

11. Special Offers, Promotions, and Competitions

11.1 From time to time, and at our complete discretion, purchases of goods may be subject to special offers. In the event that such a special offer applies to your purchase, the terms of such special offer shall be subject to these Terms and Conditions. If there is any conflict between the terms of a special offer and these Terms and Conditions, these Terms and Conditions shall prevail unless specifically excluded.

11.2 We may change the terms of special offers, or withdraw them altogether, at any time and without prior notice. Subject to clauses 2.1(a) and 4.2, we will honour at the offer price any order placed by you before an offer ends, or is amended or withdrawn.

11.3 We reserve the right to offer in our complete discretion different customers different special offers, promotions, and the ability to enter different competitions.

12. General

12.1 If any of these Terms and Conditions is held by any court of competent authority to be unlawful, invalid, or unenforceable, in whole or in part, this will not affect the validity of the remaining Terms and Conditions which will continue to be valid and enforceable to the fullest extent permitted by law.

12.2 All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of this website shall remain at all times vested in us or our licensors. You are permitted to use the material data and content only for your personal use in placing orders through roverskit.co.uk, and you may not otherwise copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material data and content on the www.petscents.co.uk website without Collarways's prior written permission. Collarways may impose a fee on any proposed use of the material data and content contained on its website, other than for placing orders through the www.petscents.co.uk website.

12.3 These Terms and Conditions will be governed by English law and the parties submit to the exclusive jurisdiction of the English courts in relation to any dispute which may arise between them. Pet Scents is a trading name of Collarways Limited. The registered company address for Collarways Limited is 1A Whitebridge Industrial Estate, Semley, SP7 9JT. Registered in England. Company registration number: 05275993.

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