Terms & conditions

About these terms

This site is run by Matthew Garnett, trading as Giddy Pets (“we”, “us”) — a UK sole trader at 3 South Street, Ramsbottom, Bury BL0 0AJ, United Kingdom. You can reach us at hello@giddypets.co.uk or on 07555 384370.

These terms apply to your use of this website and to any order you place with us. By using the site or placing an order, you agree to them. We may update them from time to time; the version in force is the one published when you order.

Ordering

• • Placing an order is an offer to buy. Your order is accepted when we send you a confirmation email — that's when the contract is formed.
• • We may decline or cancel an order (for example if an item is out of stock or mispriced). If we do, we'll tell you and refund anything you've paid in full.
• • You must be at least 18 to place an order.

Prices & payment

• • Prices are in pounds sterling (GBP) and include VAT where applicable. Delivery is charged separately and shown at checkout.
• • We are not currently VAT registered, because we trade below the UK VAT registration threshold. That means no VAT is added to your order and we can't issue a VAT invoice — the price you see is the price you pay.
• • We take reasonable care to price correctly, but if a clear pricing error slips through, we'll contact you before dispatch to confirm or cancel.
• • Payment is taken securely at checkout via Stripe. We never see or store your full card details.

Delivery

We currently deliver to the UK only. Delivery costs and estimated dates are shown before you pay and on our delivery information page. Delivery estimates are guides, not guarantees; risk in the goods passes to you on delivery.

Returns, refunds & your statutory rights

You have the right to cancel most orders within 14 days under the Consumer Contracts Regulations, and your rights under the Consumer Rights Act 2015 (that goods are as described, fit for purpose and of satisfactory quality) always apply. Full details, including exceptions for hygiene items and digital downloads, are on our delivery, returns & refunds page — which also carries the model cancellation form. We cover return postage, including for a change of mind; refunds are made within 14 days. Nothing in these terms affects your statutory rights.

If something goes wrong

We'd far rather hear it from you than read it somewhere else. Email hello@giddypets.co.uk with “Complaint” in the subject line and your order number. Matt reads these himself.

• • We'll acknowledge your complaint within one working day.
• • We'll give you a full answer within 14 days. If something genuinely takes longer to get to the bottom of, we'll tell you why and when to expect an answer.
• • If our answer doesn't satisfy you, say so and we'll review it again and send you our final response in writing within eight weeks of you first complaining.

If we still can't agree

Once we've sent our final response, if you're still unhappy you can ask an independent, government-approved alternative dispute resolution (ADR) body to look at it instead of going to court. The ADR provider we would use is [[CONFIRM: ADR provider name + website — e.g. Retail ADR or CEDR. Sign up before this page goes live]], and we [[CONFIRM: “agree to use them” or “are not obliged to use them, but will consider a request”]]. ADR is voluntary, and using it doesn't take away your right to go to court.

If your complaint is about how we've handled your personal data, you can also complain to the Information Commissioner's Office — see our privacy policy.

Product information

We describe our products as accurately as we can, but colours and sizes may vary slightly. Our products are everyday pet supplies, not veterinary treatments — for any health concerns, please speak to your vet.

Acceptable use & intellectual property

The content on this site (text, images, branding and design) belongs to us or our licensors and is for your personal use only. Please don't copy, resell or misuse it, or use the site in any unlawful way.

Liability

We don't exclude or limit our liability where it would be unlawful to do so (including for death or personal injury caused by our negligence, or for fraud). Otherwise, our liability is limited to the price of the products you bought, and we aren't responsible for losses that weren't reasonably foreseeable.

Governing law

These terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales. If you live elsewhere in the UK, you may bring proceedings in your local courts.