Terms & Conditions

Terms and Conditions set out below are applied to the use of the website which is accessed via www.towngardensandcitypets.com (the “Website”) and any orders you make using the Website.

Please ensure you read and understand the Terms and Conditions / Terms of use with care as they affect your liabilities by law. Using this website will mean you are deemed to accept and abide by the Terms and Conditions/ Terms of use. Do not use the website if you do not agree to the terms set out below:

1. Ownership of the website

1.1 The Website is owned and operated by Town Gardens & City Pets, 480 Anlaby Road, Hull, HU3 6TA

1.2 No material or text has been granted for use on any other platforms or marketing material. Materials and information on this website shall not be copied or saved without our permission.

1.3 you may not use any part of this website or its contents for any business related purposes.

1.4 No licence for any logo usage is grated. The logo and other articles are owned by Town Gardens & City Pets.

2. User Accounts

2.1 User accounts are granted for the use of making orders and subscriptions only and therefore should not be used for any other purpose.

2.2 You, as the user, must make sure you keep your account information up to date with the correct information. To request a password reset, please use the login page and forgot password section. Town Gardens & City Pets will not manually reset this for you.

2.3 All persons wishing to use this website should be aged 18 or other. Persons under the age of 18 may use this website supervised by a legal guardian or parent.

3. Product information and stock levels

3.1 Care is taken by us to make sure the website information is correct, however, there may be occasions where data or information is incorrect by error. Orders made for products or services with incorrect information are subject to cancellation by us.

3.2 Stock levels cannot always be treated as 100% accurate and if there is an error or insufficient stock on an order placed you will be notified, and the order shall be cancelled by us.

3.3. Your access or use of the website may be limited for planned maintenance or product updates. If this happens, we will resolve the matter as quickly as possible.

3.4 Some product information may become out of date, products can be subject to packaging changes, amendment to the ingredients or recipe or an advert may have the incorrect material shown for dry goods items. We are not liable for these changes, however we do make every effort to ensure we provide all the relevant information for you on purchase. Always refer to the manufacturer’s / brand’s own website / information.

4. Vouchers, promotions, and discounts

4.1 Voucher codes provided will only be used within the restrictions and limits provided by us.

4.2 We do not participate in any price matching activities with stores that are not owned or run by us. 

4.3 Discounts or promotions may be applied to products from time to time, once the discounted stock batch has been sold out then we are under no obligation to carry on any discount for any other batch of stock that is similar or same.

5. Restrictions

5.1 You must not use the Website for:

5.1.1 Posting any items of inappropriate or abusive language which may be deemed as offensive by any persons who sees them.

5.1.2 using the website for any other purpose other than browsing and placing orders.

6. Usage and restrictions on User Accounts

6.1 our discretion is applied where required as to the use of your user accounts is remained in a useable order or not. We have the right to place restrictions on usage for any periods of time as we see fit.

6.2 You must request to cancel your user account through customer services – you may cancel your account for any reason.

6.3 Conditions 1, 5 and 10 of these Terms and Conditions apply to all website users with user accounts or users within a browsing only capacity.

7. Orders for products and goods

7.1 We reserve the right to treat all orders on an acceptance basis. We have the right to refuse orders for any reasons we see fit.

7.2 Payment for goods and orders will be taken at the moment the order is placed, your receipt will be provided to you on email in form of a confirmation.

7.3 Orders that receive confirmation via the website are still under an acceptance basis. Users can view order updates via emails sent to them using the email address provided at the time of registration.

7.4 Customer refunds for goods that have been purchased using an offer will receive the same amount back of which they paid. Your statutory rights are not affected.

8. Payment, order processing and prices

8.1 The prices of goods are shown on the Website, if the price is deemed inaccurate after an order has been placed, we receive the right to refuse the acceptance of the order and a refund will be issued.

8.2 Prices can change from time to time, we cannot be held accountable for any price change that is inaccurate. Prices on the website are updated daily as and when they are needed.

8.3 Payment is taken by credit or debit card at the time of making an order. Stock availability may affect the ability to fulfil the order. Refunds are given for any items we cannot provide with your order.

8.4 If we have a problem with your order, we will contact you as soon as possible to let you know. If we cannot contact you within 48 hours of the order being placed and there is a problem, we will automatically refund.

8.5 Billing addresses are checked against shipping addresses, and this may sometimes need a confirmation from the card holder before we are able to fulfil the order.

9. Delivery and stock availability.

Your order will be sent according to the confirmation dates provided on email. A dispatch notification will be sent, please allow up to 14 days to receive you order before contacting us, in circumstances where a Force Majeure Event is in effect, please allow a longer time.

10. Consumer Rights

These terms and conditions are in no way intended to affect your consumer rights. If you have any questions about your rights – please email cservice@towngardensandcitypets.com

11. Refund Policy – Read our full policy here

11.1 You must request a refund within 14 days of receiving your items and ensure you send the items for refund back to us within 14 days or you can provide evidence that you have sent them within 14 days.

11.2 Non-defective items will be refunded within 14 days of us receiving them provided that the items are in a good and resaleable condition. If item packaging is opened or product is missing we may not be able to offer a full refund for the amount paid. Postage/courier charges will not be refunded.

11.3 Defective Items: We will examine any goods that you deem to be defective upon receiving them back into our possession. Once an inspection has taken place you will be notified of a refund via phone, post or email. A refund will be requested in the system as soon as possible, however, it may take up to 14 days to be processed.

11.4 Custom or personalised items cannot be refunded unless deemed as faulty.

11.5 Refunds will be issued using the same payment method used to purchase the goods / items.

12. Ownership of Goods

12.1 The customer agrees to take the risk of the items from the moment of delivery.

12.2 The ownership and delivery charges for the items transfer to the customer from the time of payment for the goods.

13. Excluding Liability

Town Gardens & City Pets does not exclude liability for any fraudulent act or omission or for death or personal injury caused by negligence or breach of Town Gardens & City Pets’s other legal obligations. Subject to this, Town Gardens & City Pets is not liable for loss which was not reasonably foreseeable to both parties at the time when the Contract was made, or loss (eg loss of profit) to the Customer’s business which would not be suffered by a Consumer – because Town Gardens & City Pets believes the Customer is not buying the Goods wholly or mainly for its business.

14. Circumstances beyond our control

In the event of any failure by us because of something beyond its reasonable control, we will advise you as soon as reasonably practicable. Our obligations will be suspended so far as is reasonable, provided that we acted reasonably, and we will not be liable for any failure which it could not reasonably avoid, but this will not affect the Customer’s rights relating to delivery and any right to cancel an order.