Terms & Conditions

Storage of Wilverley Pet Foods
Customers often transfer dry dog food into other containers for easier handling. If possible, store the food in its original packaging until the dog food has been consumed. The packaging contains important information often needed to identify the variety of dog food, the manufacturing plant, time it was made and the production date.
It is important you ensure that the storage area is cool and the food cannot be susceptible to moisture or fluctuating temperatures. This can cause condensation which leads to the kibble deteriorating and also causes mould etc.
If food is delivered and it left open to the elements, make sure that the bag is thoroughly dry before storage, failure to do this can cause issues after being brought indoors as condensation may form.
Please be aware that it is the customer’s responsibility to store food correctly.

Discounts, Vouchers and Coupons
These are a privilege and a seasonal gesture of goodwill from Wilverley, misuse of these will result in the order being cancelled and money refunded.
Wilverley can withdraw these privileges at any time without prior notice.

Tax Charges 
All prices are inclusive of VAT at 20%.

Order Acceptance
When you receive confirmation of your order, this is only an indication that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you notification that your order has been completed. We have included this term to ensure that when goods are no longer available, due to a price increase or change of offer we are able to amend the order. We will always contact you first to ensure that any revision is acceptable.

Credit/Debit Card Security 
During the online checkout process you will automatically be redirected to a secure fully encrypted Paypal or you can use the fully integrated Stripe gateway where you will be asked for your credit card details, in order to complete the purchase transaction.
We do not hold any Credit/Debit Card details on our website, nor do we have access to the details that you provided to paypal

Privacy Policy
Wilverley do not disclose buyers information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Delivery
48hr Third party courier service is provided. Orders must be completed before 12pm (Monday to Friday) to qualify.

Damaged/Missing Goods
Please try to check your goods upon delivery. If signing for goods that are damaged please sign as “damaged”, or “unchecked” if you’re not able to check at the time of delivery.
In the unlikely event your order is received damaged/missing goods please contact us immediately via email (hello@wilverleypetfood.co.uk). When contacting please provide us with the following information: Name, order date, order number and address.
In the case of missing items you will be required to provide photographs of the packaging, products received and the invoices.
It is your responsibility to notify us of any incorrect goods supplied within 2 days of delivery.
Please be advised that once a product has been opened you have accepted delivery and a refund or exchange will not be offered.

Stock Balancing
Wilverley may on occasions supply you with an equivalent order, e.g. where you have ordered a 12 kg bag we may send you 2 x 6 kg bags, this is simply to ensure we control the stock levels so that we can provide the best service to you.

Returns Policy
At Wilverley, we want your dog to be delighted with our products. This means that you can return or exchange products you are dissatisfied with providing that they are unopened, the outer packaging is undamaged and it is within 7 days of delivery.
When returning a product, it must be sent back to us intact and in its original packaging. Please note that seals must be unbroken and prints undamaged.
To exchange a product,firstly email us to be able to return it to us, with a note explaining why you are unhappy and tell us which other product you would like to swap it with. If there is a difference in cost, we will contact you to arrange a payment/refund of the difference plus a redelivery cost of £6.00

*If you want Wilverley to organise an exchange, please note that we will charge you an additional £21 for exchanging an unopened item which includes administration, the collection, plus re-delivery costs.

Complaints Procedure
Please contact hello@wilverleypetfood.co.uk for any complaints.
We will endeavour to respond within 14 working days to update you on the progress of your complaint.

This agreement is governed by English Law and Distance Selling Regulations 2000 – The Consumer Contracts Regulations June 2014 [Re: perishable items]

Trade Application Terms & Conditions

Trade stockists must work in the animal industry

Trade stockists may not resell online.

Applications outside of mainland UK will not be processed.

Trade Stockist Terms & Conditions

All orders must be paid advance. Orders confirmed upon receipt of payment.

Any claims for breakages, damaged goods or shortages must be made within three days of receipt. All evidence for claim must be kept for inspection, the customer assuming responsibility on receipt of goods. Items will not be accepted for return unless previously agreed.

If goods appear damaged on delivery, make a note with the courier.

Prices may fluctuate due to market forces and we reserve the right to alter them periodically.

Products must be sold as received and may not be reduced into smaller packaging.

Nutritional and product advice should only be given by someone with the appropriate qualifications to do so.