The seller
These Terms and Conditions govern purchases made through the Coco’s Pets Pantry website, cocospetspantry.co.uk (the “Site”).
The seller and contractual counterparty for purchases made through the Site is:
Coco’s Pets Pantry
5 York Arcade
Grangemouth
FK3 8BA
United Kingdom
Email: support@cocospetspantry.co.uk
Telephone: +44 1324 489841
Coco’s Pets Pantry operates as a pet food and pet supplies retailer. We sell products supplied by manufacturers, brands and other suppliers. Unless expressly stated on a product page, Coco’s Pets Pantry is not the manufacturer of the products offered for sale.
Scope of application
These Terms and Conditions apply to purchases made through the Site by consumers.
By placing an order, you confirm that you have read and understood these Terms and Conditions and agree to be bound by them.
Nothing in these Terms and Conditions is intended to exclude or restrict any consumer rights that cannot legally be excluded or restricted under applicable UK law.
Our consumer contracts and commercial practices are subject to applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
Products and product information
We make reasonable efforts to ensure that product descriptions, images, specifications, prices and availability information displayed on the Site are accurate and up to date.
Product information may include details such as product name, brand, ingredients, size, quantity, flavour, materials, features and other specifications, where applicable.
Images are provided for illustration and product identification. Colours and appearance may vary slightly depending on your screen or device.
Where a product has specific instructions, warnings, feeding information, age restrictions or other safety information, customers should read and follow the information supplied with the product and on the relevant product packaging.
Placing an order
When you place an order through the Site, you are making an offer to purchase the selected products.
Before completing your purchase, you should review your order carefully, including the products, quantities, delivery details, contact information and total price.
After you submit an order, we will normally send an acknowledgement confirming that we have received your order.
The contract for the sale of goods will be formed in accordance with the order confirmation process used on the Site.
We may be unable to accept an order where, for example, a product is unavailable, there is an obvious pricing or product-information error, payment cannot be authorised, or there is another legitimate reason preventing fulfilment.
If we cannot fulfil an order after payment has been taken, we will contact you and arrange an appropriate refund in accordance with applicable law.
Prices
Prices displayed on the Site are shown in British pounds (£) unless otherwise stated.
The applicable price is the price displayed for the product at the time you place your order, subject to any obvious error.
Any mandatory delivery charges or other mandatory charges will be clearly communicated before you complete your purchase.
We aim to ensure that product prices and promotional information are accurate. If we discover an obvious pricing error before an order is fulfilled, we will contact you where appropriate and explain the available options.
UK consumer law requires important price information to be clear and accurate, including the total price and applicable mandatory charges.
Payment
Payment methods available at checkout will be displayed on the Site.
Payment must be successfully authorised before an order can be processed.
Where payment is handled by a third-party payment provider, payment information may be processed directly by that provider in accordance with its own terms and privacy policy.
We do not add an additional charge merely because a customer uses a particular payment method where such a charge would be prohibited by applicable law.
Product availability
We aim to keep product availability information on the Site accurate.
However, availability may change between the time an item is displayed and the time an order is processed.
If a product becomes unavailable after you place an order, we will contact you and, where we cannot fulfil the order, provide an appropriate refund.
Shipping and delivery
Orders are delivered according to the delivery options and estimated delivery times displayed on the Site and in our Shipping Policy.
Our Shipping Policy forms part of these Terms and Conditions.
Delivery times are estimates unless a specific delivery date or period has been expressly agreed.
If no other delivery period has been agreed, UK consumer rules generally require goods ordered online to be delivered without undue delay and, in most cases, within 30 days.
For detailed information about delivery destinations, shipping charges, processing times, tracking and delivery problems, please see our Shipping Information page.
Cancellation and right to change your mind
For most goods purchased online, consumers have a statutory right to cancel a distance contract within 14 days without giving a reason, subject to applicable exceptions.
The cancellation period generally begins when the consumer receives the goods. Where an order consists of multiple goods delivered separately, special rules may apply.
If you cancel an eligible order, you must normally notify us within the applicable cancellation period and return the goods within the period required by law.
Further information about how to exercise cancellation rights, return goods and receive refunds is provided in our Returns & Refunds Policy.
Certain products may be excluded from the statutory cancellation right where a legal exception applies, for example certain goods that are made to the consumer’s specifications, goods that are liable to deteriorate or expire quickly, or sealed goods that are not suitable for return for health or hygiene reasons once unsealed, where the relevant legal conditions are met.
We will not attempt to exclude statutory cancellation rights where they apply.
Returns and refunds
Our Returns & Refunds Policy explains the procedure for requesting a return, cancellation or refund.
Where a consumer exercises a statutory cancellation right, applicable UK rules generally require the trader to reimburse the consumer within the relevant statutory timeframe, subject to the conditions and exceptions provided by law.
Where a product is faulty, damaged, not as described or otherwise fails to meet the requirements of applicable consumer law, separate statutory remedies may apply.
Please contact:
when you need assistance with a return or refund.
Legal guarantee and consumer rights
Nothing in these Terms affects your statutory rights.
Under the Consumer Rights Act 2015, goods supplied to consumers must generally be as described, of satisfactory quality and fit for purpose, where those statutory requirements apply.
If a product is faulty, damaged, not as described or otherwise does not meet applicable legal requirements, you may have rights to a repair, replacement, price reduction or refund depending on the circumstances and the applicable legal rules.
Our commercial policies do not replace or reduce these statutory rights.
Product safety
Customers should read and follow any safety information, warnings, instructions and usage or feeding guidance supplied with a product.
Where applicable, manufacturer information and product safety instructions will be provided on the product, packaging or relevant product page.
If you believe that a product presents a safety issue, please stop using it where appropriate and contact us:
Email: support@cocospetspantry.co.uk
Telephone: +44 1324 489841
Complaints and customer service
If you have a question, complaint or concern regarding an order or product, please contact us.
Coco’s Pets Pantry
5 York Arcade
Grangemouth
FK3 8BA
United Kingdom
Email: support@cocospetspantry.co.uk
Telephone: +44 1324 489841
Please include your order number where your enquiry relates to an existing order.
We will review complaints and enquiries and respond within a reasonable period.
Liability
Nothing in these Terms limits or excludes liability that cannot legally be limited or excluded under UK law.
This includes liability that cannot lawfully be excluded in relation to matters such as death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights.
We are not responsible for delays or failures caused by circumstances outside our reasonable control, such as severe weather, strikes, interruptions to transport networks, failures of third-party service providers or other unforeseeable events.
Where such an event occurs, we will take reasonable steps to minimise its impact and keep affected customers informed where appropriate.
Personal data
We process personal information in accordance with our Privacy Policy and Cookie Policy.
These policies explain what personal information we collect, why we use it, how we protect it and the rights available to individuals.
Changes to these Terms
We may update these Terms and Conditions from time to time to reflect changes to our business, website, products, services or applicable legal requirements.
The Terms applicable to an order will be the version in force at the time the order is placed, unless a change is required by law or otherwise agreed with the customer.
The current version will always be made available on this Site.
Governing law
These Terms and Conditions are governed by the laws applicable in the United Kingdom, subject to any mandatory consumer protection rights that apply in the country where a consumer is habitually resident.
Nothing in these Terms prevents a consumer from relying on mandatory rights or protections available to them under applicable law.
Contact us
If you have any questions regarding these Terms and Conditions, please contact:
Coco’s Pets Pantry
5 York Arcade
Grangemouth
FK3 8BA
United Kingdom
Email: support@cocospetspantry.co.uk
Telephone: +44 1324 489841