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Terms & Conditions

TERMS AND CONDITIONS

ABOUT US

Welcome to our website. These terms and conditions shall apply to all mail order transactions between Tribal Pet Foods (“Tribal/we/us/our”) and you, the customer (“you/your”).

www.tribalpetfoods.co.uk is a site operated by Tribal Pet Foods, which is a trading name of Alpha & Ruby's Limited, a limited company registered in England and Wales with company number 08065332 and with its registered office at 2 West Street, Henley on Thames, Oxfordshire, RG9 2DU. Our VAT number is GB 138838573. You can contact us on +44 (0)800 085 7440 or write to us at PO Box 218, Chinnor, The Chilterns, Oxfordshire, OX9 0DX or hello@tribalpetfoods.co.uk. 

The use of our site is governed by our Terms of Use (below) and we only use your personal information in accordance with our Privacy Policy.

By purchasing products from Tribal, either by placing an order through our website or by telephone, you accept the terms and conditions set out below (the “Terms”) when purchasing our products (the "Goods") through our site. These conditions do not affect your statutory rights.  

1             Contract Formation

When placing an order via our website, you will have the chance to check your order and amend any errors up until the moment you click the "Place Order" button. After submitting an order to us we will email you acknowledging that we have received your order and provide you with an order reference number.  Please note that this information is an acknowledgement, not acceptance of your order.  Acceptance of your order and the creation of a legally binding contract between us will only occur when you receive an email from us to confirm that your goods have been dispatched. 

If we are unable to supply you with any Goods, for example because the Goods are not in stock or no longer available or because we cannot meet your requested delivery date, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Goods, we will refund you the full amount including any delivery costs charged as soon as possible.

2             Price & Payment

All prices and charges on this site are shown in UK pounds sterling. All prices are inclusive of United Kingdom VAT but exclude delivery charges.  Prices may differ from prices seen in UK retail outlets and the prices on our site may change from time to time.  Price changes will not affect orders that have already been placed.

You can only pay for Goods using a debit card or credit card. Goods will only be dispatched once we have received full payment for the Goods and all applicable postage and packaging charges from you. Tribal reserves the right at its total discretion to decline or accept any order. If we decline to accept, or cancel, an order for which we have received payment, we shall refund the payment in full, but shall have no further or other liabilities.

3             Delivery and Availability

Tribal shall deliver the Goods ordered by you via a courier or postal service of Tribal's choice (the “Carrier”) to the delivery address that you have given us. We typically use Royal Mail, Hermes and Parcelforce depending on the weight of the order but may vary these from time to time. A charge reflecting the postage and packing costs will be made for any package returned to us by the Carrier as undeliverable, uncollected or for any other reason. Subsequent delivery of your order will be charged at our current rates for your order. All delivery is subject to availability and time shall not be of the essence. We will indicate to you whether or not a Product is currently “in stock” (i.e. available in our warehouse for dispatch) or our estimate on when the Product will be available for dispatch. However, this is an estimate only, should not be relied upon and may be subject to change. We are under no obligation to accept orders for a Product which is not currently in stock. If there is any delay, we will notify you of this and give you a new delivery time. As we process your order, we will notify you if any Products unfortunately are not available. If a Product is not immediately available for delivery we will either reject your order or it will be held and you will not be charged until the Products are dispatched. If you are a consumer (i.e. a natural person who, in contracts to which the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, is acting for purposes that outside his or her business), Tribal shall endeavour to deliver Products ordered by you as soon as possible. If delivery within thirty (30) working days is not possible Tribal shall notify you of the delay and give you a new delivery time and/or you shall have the right to cancel your order and be entitled to a full refund for the Products (less any delivery charges incurred).  We are currently only able to deliver within the United Kingdom.

4             Faulty and Damaged Goods

Faulty Goods

Contact us on hello@tribalpetfoods.co.uk at your earliest convenience with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. Please include details of the problem and where you would like the parcel to be conveniently collected from. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to collect. On receipt of the returned goods, Tribal will arrange to replace or refund your product as you prefer.

Damaged on Delivery

In the unlikely event your product is received damaged, please contact us by email:  hello@tribalpetfoods.co.ukimmediately with your order number, which can be found on the invoice or in the confirmation email we sent at the time of purchase. Please include details of the problem and where you would like the parcel to be conveniently collected from. Whilst the products are in your possession it is your responsibility to ensure they are kept safe and available to collect. On receipt of the returned goods, Tribal will arrange to replace or refund your product as you prefer.

Shortages

It is your responsibility to sign for the correct number of parcels as shown on the carrier’s consignment note. Any shortages must be noted on the consignment note and notified to us by the purchaser within 3 days of delivery by emailing: hello@tribalpetfoods.co.uk

Incorrect Goods

It is your responsibility to notify us of any incorrect goods supplied within 14 days of delivery by emailing us: hello@tribalpetfoods.co.uk

5             Right to Cancel and Returns

If you are wishing to return Products because they are faulty please refer to clause 4 above.

If you are a consumer (i.e. a natural person who, in contracts to which the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, is acting for purposes that outside his or her business), you have the right to withdraw from your purchase within fourteen (14) days after the date the Product is delivered. All customers who cancel under this statutory “cooling off period” shall be entitled to a full refund. Any customers who would like to cancel an order pursuant to this statutory right should contact us on +44 (0) 800 085 7440.  You shall be entitled to a full refund of the price of the Products including any delivery charges.

To return an item for whatever reason, please send the item to us at Tribal Pet Foods c/o Unit 68b, Bordon Enterprise Centre, Budds Lane, GU35 0FJ.  We recommend that you send returns by recorded post. Always retain proof of postage. We will then process your return and issue a refund or replacement as appropriate via the original payment method. You shall be responsible for any delivery and packaging charges you incur in exercising your right to return under the “cooling off period” and/or under any other cancellation rights you may have under these Terms.

6             Customer Services

If you have any comments with regards to the service you have experienced in placing orders please contact us:

Telephone

+44 (0) 800 085 7440

Email

hello@tribalpetfoods.co.uk

Address

Tribal Pet Foods, PO Box 218, Chinnor, The Chilterns, Oxfordshire, OX9 0DX

Customer services are available between 9.00am and 5.00pm Monday to Friday (excluding bank holidays). No warranty or representation is given by us as to the availability of these services.

7             Liability

The Website is provided on an "AS IS" and "AS AVAILABLE" basis without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.
To the extent permitted by law, Tribal will not be liable for any indirect or consequential loss or damage whatever (including without limitation loss of business, opportunity, data, profits) arising out of or in connection with the use of the Website.
Tribal makes no warranty that the functionality of the Website will be uninterrupted or error free, that defects will be corrected or that the Website or the server that makes it available are free of viruses or anything else which may be harmful or destructive.
Nothing in these Terms and Conditions shall be construed so as to exclude or limit the liability of Tribal for death or personal injury as a result of the negligence of Tribal or that of its employees.

8        Indemnity

You agree to indemnify and hold Tribal and its employees harmless from and against all liabilities, legal fees, damages, losses, costs and other expenses in relation to any claims or actions brought against Tribal arising out of any breach by you of these Terms and Conditions or other liabilities arising out of your use of this Website.

Nothing in these Terms shall affect your statutory rights.

9        Events Outside of Our Control

We shall not be liable to you or be deemed to be in breach of these Terms or any delay in performing, or any failure to perform, any of our obligations in relation to the Products, if the delay or failure is due to any cause beyond our reasonable control.

10             General

Any notice required or permitted to be given by either party to the other under these Terms must be made in writing addressed to that other party at its registered office or principal place of business or such other address as may be at the relevant time have been notified pursuant to this provision to the party giving the notice. No waiver by us of any breach of these Terms by you shall be considered as a waiver of any subsequent breach of the same or any other provision.   If any provision of these Terms is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Terms and the remainder of the provisions shall not be affected thereby. These Terms shall be governed by and shall be read and construed in all respects in accordance with English law and each of the parties hereto submits to the non-exclusive jurisdiction of the English Courts as regards any claim, dispute or matter arising out of or relating to these Terms

11        Advice

The content of the Website is provided for general information only and does not constitute advice and should not be relied upon in making or refraining from making, any decision.

You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.

Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.

12        Changes to Website

Tribal reserves the right to:
14.1 change or remove (temporarily or permanently) the Website or any part of it without notice and you confirm that Tribal shall not be liable to you for any such change or removal; and
14.2 change these Terms and Conditions at any time, and your continued use of the Website following any changes shall be deemed to be your acceptance of such change.

13        Links to Third Party Websites

The Website may include links to third party websites that are controlled and maintained by others. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.

14        Copyright

All copyright, trade marks and all other intellectual property rights in the Website and its content (including without limitation the Website design, text, graphics and all software and source codes connected with the Website) are owned by or licensed to Tribal or otherwise used by Tribal as permitted by law.
In accessing the Website you agree that you will access the content solely for your personal, non-commercial use. None of the content may be downloaded, copied, reproduced, transmitted, stored, sold or distributed without the prior written consent of the copyright holder. This excludes the downloading, copying and/or printing of pages of the Website for personal, non-commercial home use only.