Grain Free Pet Food Supplier in Colchester
TERMS & CONDITIONS

About Us
Pet Direction are dedicated to your total satisfaction. If you have any suggestions or comments please contact us on 01206 899679 or email contact@petdirection.co.uk.

Data Accuracy
It is our policy to ensure the data we hold about you is correct. When placing an order online or by phone, please ensure you give us correct information. Incorrect information may result in your order being delayed or in the case of an incorrect address, may be lost. In this case, we are not responsible for the loss.

Placing An Order
We only accept UK orders, we accept the following cards, Access, Visa, Mastercard, Delta, Solo and Switch/Maestro. We accept PayPal.
We are unable to accept Electron Visa cards. Regulations stipulate that the customer has to be present when using this type of credit card, please use another option.

If you are a new customer to Pet Direction and have not ordered from us before, goods can only be sent to the address the payment card is registered to. This is to prevent card fraud and is for your protection as well as ours. This is the policy of our merchant service provider. If however, you are a repeat customer we can ship to an alternate address.

All our prices include VAT at standard UK rate. Goods remain the property of Pet Direction Ltd until paid for in full. We reserve the right to adjust quantities if necessary, to balance any error in payment. We reserve the right to substitute equivalent goods if supplies become unobtainable. We do not charge for any item until it is ready to be dispatched. If you require any assistance please contact us on 01206 899679.

Every effort is made to advertise at the correct prices, but are subject to change without notice. Should this situation arise we will make contact with the customer and advise accordingly.


Price Match
We offer a price match service, if you can find a particular product cheaper from another UK retailer please give us a call or complete the online form and we will do our best to match the price.

Back Orders
If your order or part of your order is not in stock, we will back order for you. You will always be informed by email with anticipated delivery date, at this point you have option to cancel your order if you are not prepared to wait.


Vat Charges
UK VAT will be charged at the standard rate unless the product is VAT exempt

Credit Card Security
All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Faulty Goods
No items will be replaced or refunded without first receiving the goods back. If goods are returned with fault, they will be sent back to the supplier. We will wait for the suppliers decision regarding the item before replacing or refunding the goods. If the supplier decides the item has been damaged by the customer, no refund or replacement will be given.

Damaged Goods
It is the customers responsibility to carefully check that all merchandise received is undamaged and in good working condition upon receipt.
If you are returning items to us and they are lost by the postal service you use, we do not accept any responsibility. It is your responsibility to ensure goods are returned to us in the condition in which they were received.

Any claims in respect of damage, shortage or manufacturing faults must be made in writing to Pet Direction by telephone to 01206 899679 within 3 days of receipt of merchandise.

Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please call us on Tel: 01206 899679 immediately. Save all packaging material and paperwork; do not throw anything away! On some occasions the couriers have asked to see any damaged packaging.

Incorrectly Sent Items
If you order an item in error, only the price of the returned goods will be refunded. Postage will not be refunded. We will not accept back items that are not in as-new condition.
It is not impossible that our staff will send you the wrong item by mistake. We apologise if this rare occurrence happens. If this is the case for you then please contact us to let us know what has happened and return the item as soon as possible. We will not dispatch replacements to you without the incorrectly sent item being returned to us.