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Terms & Conditions

Please read these terms carefully, and print and keep a copy of them for your reference.
The suprmeanimalfoods.co.uk site is owned and operated by Supreme Animal Foods Online Ltd
If you need to contact us please email us at info@supremeanimalfoods.co.uk 

Supreme Animal Foods Online Ltd company registration no. 4928955.

Supreme Animal Foods Online Ltd are VAT registered our number is 828725304

Supreme Animal Foods is completely dedicated to your total satisfaction. All of our terms and conditions have been put in place to protect the interests of our customers and to provide the best possible service to you all. Outlined below are all of our terms and conditions. If you want to buy from this site you can only do so on these terms and conditions, and by using this web site you are agreeing to be bound by them. Although they are written in small print, they are designed to be fair to both parties.
When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order. In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this.

If you have any suggestions or comments please e-mail us at info@supremeanimalfoods.co.uk  we welcome response from our customers and will respond to every e-mail, within three working days that is our promise from supreme animal foods.

We reserve the right to modify these terms and conditions at any time and in any way. These terms and conditions are subject to English Law and the exclusive jurisdiction of the Courts of England and Wales. No contract will subsist between you and supremeanimalfoods for the sale by it to you of any product unless and until supremeanimalfoods accepts your order by e-mail confirming that it has dispatched your product.

Images are for illustration purposes only, product may vary.

We guarantee your satisfaction. This does not affect your statutory rights as a consumer. Complaints will always be dealt with and acknowledged within 3 working days. All complaints are handled fairly, confidentially and effectively within 30 days. Any complaints can be submitted using one of the following methods:

E-mail: info@supremeanimalfoods.co.uk

Postal Address:
Supreme Animal Foods
Unit 22, Grays Farm Production Village
Grays Farm Road
Orpington. Kent BR5 3BD
 
Typographical Errors

Supreme Animal Foods has taken every care in the preparation of the content of this web site, in particular to ensure that prices quoted are correct at time of publishing and all products have been fairly described.
However, orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this web site All prices are displayed inclusive of VAT. To the extent permitted by applicable law, Supreme Animal Foods disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this web site
Supreme Animal Foods shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this web site In the event a product being listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, we shall have the right to refuse or cancel any orders placed for products listed at the incorrect price.

Returns Policy

Returns

Products can be returned up to 7 days from date of delivery for a full refund or exchange.
We are unable to accept part used returns of food, damaged products (unless delivered damaged) or veterinary medicines.
You are responsible for the cost of returning the product back to us, unless they arrive damaged, faulty or not the item ordered
Here at Supreme Animal Foods we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy. We have made our terms clear and our charges transparent to avoid any surprises. We have split our returns policy up to make it clear how your order will be handled should you not be 100% satisfied with your purchase.

To return an item, please enclose a note giving the reason for the return along with your order number, wrap the package securely and send the item(s) to be returned back to us at the address below within 7 days from the date of delivery. We will refund your money, excluding the original postage charges paid unless they arrive damaged, faulty or not the item ordered within 30 days. You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

Return  Address:

Supreme Animal Foods
Unit 22, Grays Farm Production Village
Grays Farm Road
Orpington. Kent BR5 3BD
 
For your protection we recommend that you use a recorded delivery service when returning your item back to us as we are not liable for any loss or damage whilst in transit.
If you cancel, you must return the goods to us at your own expense. You are responsible for the risk of loss or damage when you return goods, so you should take out enough postal insurance to cover their value.
We regret that we cannot accept cancellations of contracts for the purchase of, damaged products unless delivered damaged, part used food items, or other perishable goods, veterinary medicines unless they arrive damaged, faulty or not the item ordered.
This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our terms and conditions. You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

What happens if something is missing from my order?

From time to time items may have been excluded from your delivery as we have either had to follow the item on at a later date or refund you for the value of the item due to a stock problem. We will contact you prior to shipping your order if this is the case. The customer must notify us of any missing items within 7 days of receiving the order for any action to be taken.

What happens if I receive Damaged Goods or an Incorrect Item?

If any item(s) of your order are damaged or not the item ordered, customers are to inform Supreme Animal Foods Customer Services within 24hrs and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver's signature terminal.
Before we can replace or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.
You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not damaged or incorrect within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions below.

What happens if I want to exchange a product?

If upon receiving your order, you are dissatisfied for any reason whatsoever, please return your order along with a note explaining the reason for return and your request for the new product you would like exchanged. You will be charged/refunded any difference in cost plus postage and packing of your replacement.  Please ensure that the item is returned back to us within 7 days of the date the item is delivered to you.
You will be responsible for the cost of returning the item and our postage and packing charge of your replacement.

What happens if I want to return something for a refund?

If upon receiving your order, you are dissatisfied with any item for any reason whatsoever, please return it back to us. We will reimburse you for the value of the item. Please ensure that the item is returned back to us within 7 days of the date the item is delivered to you.
You will be responsible for the cost of returning the item.

What happens if I want to cancel/return my entire order?

If your order has not yet been processed by our warehouse you may cancel your order in full, however should your item have been dispatched by us then you will have to follow our returns procedure.
Should your order be returned back to us by our courier due to a refusal to accept the goods, non delivery caused by the incorrect address being given, or non collection of your goods from our courier we will recover our costs in the return of your order which will be charged at £10.00 per parcel.
Should you wish for us to collect the goods Supreme Animal Foods reserves the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer which is currently £10 per parcel.
Should you wish for us to re-send your parcel it will be done at the published tariff depending upon your chosen delivery service.
You will be responsible for the cost of returning the item however a full refund will be provided for the goods.

What happens if my product develops a fault?

Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow. We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to firstly validate the fault exists and then decide on the best course of action;

I have had the product for less than 7 days?

Should your item develop an inherent fault within 7 days then please in the first instance refer to the manufacturer's warranty where applicable, or you may wish to contact our customer service team and we will arrange for a repair or replacement to be carried out at no cost to you. You will only be entitled to a full refund if you return the product within 7 days from the date your goods were delivered.
Before we can replace, repair or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.
You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not faulty within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions above.

I have had the product for more than 7 days?

If you have had the product for more than 7 days you will be liable for the cost of returning the product back for inspection. Should the item be shown to not have any fault we will charge our costs for the postage and packing of your goods back to you. Should your item develop an inherent fault after 6 months and it does not come with a manufacturer warranty then it is for you the consumer to prove that the fault exhibited itself within the first 6 months.
We cannot provide redress where the goods have been accidentally damaged, misused or where you have tried your own repair. For details of any guarantee that may be provided by the manufacturer in addition to your statutory legal rights please contact our customer service team. Please use our email address info@supremeanimalfoods.co.uk to contact us.
Some products come with a one or two year guarantee whilst others have no free guarantee other than those which you are legally entitled to under the sale of goods act. Goods cannot always be expected to work fault free. They can break down through normal use. Consumers cannot, therefore, expect to hold us responsible for fair wear and tear. There needs to be a fault that was present on the day of sale even though it only became apparent later on.
You will be responsible for the cost of returning the item however we will send the replacement or repaired or replacement item back to you free of charge
On rare occasions where a replacement or repair may not be in your best interests we may agree to offering you an alternative product of equal value or a credit voucher for the value of the goods, at the discretion of the management.

Back Orders

If your item is not in stock*, we will back order it for you. You will always be contacted with the option to cancel your order immediately and receive a full refund if you would rather not wait for the order to be fulfilled within 30 days.

* Certain products with options on colour may from time to time be substituted for an alternative option without any prior notice. We will always do our best to supply your choice of colour but we must stress that this is only optional and can in no way be guaranteed.

How does Supreme Animal Foods protect customer information?

When you place orders, we offer the use of secure servers. The secure server software (SSL) encrypts all information you input before it is sent to us.

Furthermore, as required by the UK Data Protection Legislation, we follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you.

Supreme Animal Foods does not disclose buyer's information to third parties under any circumstances.

We are committed to protecting your privacy. We use the information we collect on the site to make shopping at Supreme Animal Foods possible and to enhance your overall shopping experience. We do not sell trade or rent your personal information to others.

Your consent

By using our Web site, you consent to the collection and use of this information by Supreme Animal Foods. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it.

Delivery Policy

All orders received after our 12am deadline will be processed on the following working day. Working days are Monday to Friday only; we do not deliver or process orders on weekends or on bank holidays. For example place your order after 12am on a Friday and your order will be processed by us on the following Monday. Delivery days exclude weekends and bank holidays unless the item has been sent via Royal Mail where items may be delivered on these days at the discretion of Royal Mail.
 
Please note all our deliveries are dispatched using a trackable method either with our nominated Courier service or Royal Mail.
 
Delivery periods

In the unlikely event that your order should fail to arrive within our promised delivery period please contact us with your order number and we will carry out a thorough investigation and endeavour to get your package delivered to you as early as possible.
This guarantee does not apply if:
What happens if you are out when the parcel arrives?

If you are out when we try to attempt your delivery a card notifying you of this will be left by the courier service or Royal Mail with instructions on what to do.

Responsibility cannot be taken for the wrong order, or non-delivery, resulting from incorrect information or addresses being provided. You may be responsible for the cost of delivery and the return of the goods in these circumstances.
Lost Orders

What happens if my order is lost?

If your order has failed to arrive within 15 working days from the date of dispatch it is deemed by us as lost. Should you fail to report to us that your parcel has not arrived within this time and we have a signature of delivery from our courier we will be unable to claim for loss of the item from our courier and therefore unable to replace your goods. Should you refuse to sign for your package within this 15 day period you will be liable for any cost incurred by us for the goods being returned back. In the very unlikely event that your order is "lost in the post", please contact us and we will, in conjunction with the nominated Courier or Royal Mail undertake a thorough investigation as to how and why the item has been lost. Once we are able to establish that the item is definitely lost we will redeliver the goods, this may take up to 30 days from the date of posting. However should you wish us to dispatch your order again at once you will have to accept responsibility for the cost of this until your claim has been completed by our Courier or Royal Mail. We will not charge your card until all investigations have been completed and any failure to cooperate with us or our courier during this investigation could jeopardize your claim for loss. Should your missing order arrive and you fail to inform us within 7 days of delivery to you then you will be liable for the cost of both the original and replacement order. On placing an order with Petgoods4u should you request the parcel to be left without a signature (i.e. Garage, back garden etc) you shall be liable should the parcel not be received. Petgoods4u cannot take any responsibility should the order not be received, when you request a delivery without a signature, we always recommend that a signature is obtained. Parcels are left without a signature at the discretion of the driver. We cannot be held liable for any loss including consequential loss if a product does not arrive on time.