Terms & Conditions

These terms and conditions have been put in place to ensure fairness between all of our customers and ourselves. They help to ensure that we are always able to offer the best possible prices and provide a high level of service to everyone.
Using our web site or placing of an order indicates your acceptance of these Terms and Conditions. Please read them carefully. The submission of an order form and payment will be treated as an offer by you to purchase goods from us subject to these terms and conditions.

Our terms and conditions meet the minimum standards required under UK distance selling regulations and we reserve the right to alter them on a per order/customer basis at any time, using the UK regulations as a minimum standard, without notice. We will only do this under specific circumstances. For example; When the customer or delivery address is outside the UK, the products or services purchased are not part of our standard offerings or other regulations apply.

Company Registered Address:

Porton Ventures (UK) Ltd
Porton Pet & Aquatics Centre
Porton
Salisbury
Wilts
SP4 0LA

Vat Number: 750456633
Company Number: 3934852

Reasonable Time Periods

We do not include bank holidays within the reasonable period time frame.

Purchase

To place an order or register on our site you must be aged 18 or over and be a UK resident.

Your order becomes binding as soon as we have accepted it and payment has been made. All orders are subject to availability.

We reserve the right to cancel any order without prior notice and explanation. In this instance we will make the request for all monies will be refunded to the card/bank account used to make the purchase within 5 days.

We reserve the right to refuse to supply any individual or company.

Many companies may be involved in the delivery of your order, therefore any delivery date specified can not form part of the contract. We will always attempt to meet any delivery date specified; all orders are delivered on a best effort basis.

You can return any item if you simply change your mind. You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive the goods. You then have a further 14 days from the date to notify us of the cancellation and to return the goods to us at your own cost. -Tailor made/personalised goods are exempt from this.

Description Of Goods

The description of items offered for sale on our web sites are provided by the product manufacturer or their UK agents/distributors. Product photographs and other images may contain items that help show the product in context. For example: the product may be placed in a room or situation where it’s design to be used. These additional items are not supplied as part of the product and you should check the full description before placing an order.

Some product images and the final product may look slightly different. You should also consider colours and quality of the image may vary slightly from computer to computer and therefore should only be considered as a guide.
From time to time a manufacturer may change or improve the product slightly without notifying us – this may include the packing, ingredients, materials used, size etc.. While we constantly monitor the goods supplied to us and update our web sites accordingly it is impossible to be 100% accurate and the goods we supply may not match the descriptions or photographs exactly. The products supplied to you will be the current version as supplied in the UK to us by the manufacturer or distributor.

Use Of Our Web Sites And Their Features

All rights, including copyright, in the content of our web pages are owned and controlled by Porton Ventures (UK) Ltd or our suppliers.
In accessing the Porton Ventures (UK) Ltd web site, you agree to be bound by the terms and conditions as set in this document. If you are not in agreement, you should terminate your use of the site forthwith.

Individual users are granted permission to download pages and store them temporarily without alteration for the purpose of viewing on a personal computer or monitor, and to print pages for the sole purpose of viewing or reading them. The permission to download and print pages does not allow the material or any part of it to be incorporated into another web site or other publication and commercial use of any material contained herein is expressly prohibited.

Our web site has advanced features that allow you to update your personal details etc. While we perform reasonable tasks to ensure the features are easy and secure to use, It is your responsibility to ensure you are aware of how to use these features and of any potential security issues. We can not be held responsible if any incorrect use results in an error – For Example: incorrect delivery address being specified, or not having read the full product description before placing an order.

The technical and design contents of our web site are updated on a regular basis. The design may change, new features may be added and others removed. If you are unsure how to use any features of our web sites, please contact us for guidance before using the web site.

Cancellations, Returns & Refunds

Our cancellation, returns and refund policy is in accordance with UK distance selling regulations. Before returning any items to us, please contact us to request a refund reference number. Any orders/items returned without this may take longer to process and refund as it is more difficult for us to locate your details. All correspondence should be made in writing either via email or post. Telephone is not an accepted means of cancellation.

If you return items to us without prior permission an additional administration fee and any shipping charge will be deducted.
If you decide that you placed the order in error the items you have ordered may be returned in their original condition and packaging (unopened, not used or worn), at your expense, for exchange or refund within 14 days of the goods being delivered/signed for.
Please contact us for a returns reference number.

We accept no liability for loss or damage during return transit and recommend you take out adequate transit insurance to cover the full cost of the order in case of damage, loss or theft during transit. Confirmation of posting is no guarantee of delivery and items should be sent via an insured “signed for” service.

We consider 14 days to be a reasonable time in which to return the goods to us and you should use an appropriate delivery method to ensure the products reach us within this time period.

If you choose to cancel your order after your order has left our warehouse you will be liable for the full cost to return the order and we will be unable to refund your original delivery charges. This will be deducted from any refunds issued to the customer.

If the products have been used or the blister packing has been opened and/or are not in the original condition (this excludes packaging added by us and used to protect the goods during transit), we are unable to issue a full refund. However, we may issue a partial refund less a restocking fee no less than 25% of the product value. This is subject to our discretion and we are unable to guarantee this for every product we sell. If we are unable to accept the return, you will be responsible for the full cost of returning the items to you. This includes any charges incurred by us when you returned the goods. We will retain the items for a maximum of 14 days. If payment for re-delivery is not received within this time period, we will assume the goods are not required and will be disposed of.

We can only credit the card/bank account used to make the original payment. This is in accordance with UK anti-fraud and money laundering regulations. All refunds will be made as soon as possible and no longer than 30 days after cancellation.

For Faulty Goods:

As under the Consumer Rights Act 2015, you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and entitled to a full refund. This right is limited to 30 days from the date you take ownership of the goods.

If an item is faulty and needs to be returned, We will cover the postage costs for the return of the faulty item.

If you return an item that arrived damaged, not as described or faulty, we will refund the total cost of the item.

Credit Card Charge Backs

When you contact your credit card company to report a transaction as unknown or not authorised – this is known as a “chargeback”.

The name that will appear on your statement for any credit card transaction made with us will be Porton Ventures (UK) Ltd. It is very important you do not contact your credit card company and report this transaction as unknown to you if the order has been delivered and signed for. If you feel there is a problem with your order you must contact us in writing (letter or email) to resolve the problem. Cancelling the transaction with your credit card company will be considered theft or fraud and your details will be passed to the relevant authority for further investigation. This may result in us making a claim against you and could damage your credit rating.

If a transaction is charged back to you and proof of delivery is available, we reserve the right to either:
1) Re-charge the credit card used to make the payment for the full amount, plus an additional £25 to cover our administration costs.
2) Issue a claim via the appropriate legal service – This may affect your credit rating and leave CCJ’s against you.

If you request a chargeback after a refund has been issued, you will be liable for a charge of £25 to cover our administration costs and any charges made to us. Credit card protection regulations ensure your account is automatically credited when a chargeback is issued. If a refund has already been made, a further chargeback will be considered theft or fraud and appropriate legal action may be taken against you.

Delivery

All physical products are dispatched by courier or post, are insured and may require a signature.

Orders can only be delivered to the address specified with the order.
It is the customers’ responsibility to ensure someone is available to sign for the delivery.
If the courier suspects the person signing for the order may not be the correct person they may ask for proof of ID. If suitable ID cannot be provided the parcel may be returned to us, and the customer will be liable for additional delivery and administration charges.

Any delivery date specified cannot form part of the contract. We will always attempt to meet any delivery date specified but all orders are delivered on a best effort basis.

It is the customers responsibility to notify Porton Ventures Uk Ltd before placing an order of any restrictions that may prevent/restrict delivery to the delivery address, this includes but is not limited to parking, weight, height, width, accessibility, times or permit restrictions. The customer will be liable for any charges incurred due to delivery restrictions.

Orders that cannot be delivered, are refused or remain uncollected will be returned to us. An administration/redelivery charge will apply to all orders returned due to non-delivery, refusal of delivery or non-collection. Part of the delivery charge is often subsidised by ourselves but redelivery will be charged at full cost. Any deliveries that have left our warehouse for delivery will be liable for the full cost of the return of the order or redelivery charge. This will be deducted from any refunds issued to the customer or will need paying before redelivery is attempted.

We insure your parcel against loss or damage while in transit. If we need to report your parcel as missing or damaged the courier company may wish to inspect or investigate the situation before agreeing to provide compensation. We are unable to resend your order until the courier company has concluded their investigation and authorised us to resend the order.

Orders that exceed the size/weight or volume limits set by our couriers for each service may incur a delivery charge adjustment or changes to the delivery service used.
Certain postcodes may also be subject to a surcharge. Please visit our Delivery Page for more information. To get an accurate delivery price for your order, simply add the items you wish to purchase to your basket. Proceed to the checkout and complete your delivery address. Please ensure you are happy with the delivery price at the checkout before completing your order.

Orders that contain products with different delivery services will only be charged one delivery price, using the product with the highest delivery service.

Deliveries may require a signature upon delivery, meaning that our courier is unable to leave an item without a signature.

We reserve the right to pass on any additional charges in full made to us by the delivery agent or courier. Reasons for this may include but are not limited to:
Incorrect address specified at time of order.
Redelivery to a different address.
Incorrect shipping option selected at the time of order.
No proof of ID supplied when requested

We aim to dispatch products in stock within 48hrs and deliver within 5 working days of dispatch. Some items may take longer or are ordered in once a product has been requested.

Standard Deliveries
Products will be dispatched on a standard delivery service for customers within mainland UK (As specified by our couriers).

Large/Fragile Deliveries
Products will be dispatched on a Large/Fragile delivery service for customers within mainland UK (As specified by our couriers).

Pallet Deliveries
All pallet deliveries need to be booked in by our courier, so customers will receive a confirmation call to arrange this. No pallet deliveries will be attempted until our courier has booked in a delivery date with the customer.

Once a delivery date has been booked in, amendments to this arranged date may incur an admin fee of £25.00. This charge may also occur if delivery is attempted and the customer is not there to sign for the goods, as a new book in will be required.

Inspection of the goods is required and any damage needs to be reported to the driver at the time of delivery. We cannot accept claims for damages once you have inspected and taken delivery of your goods. It is therefore essential that you are satisfied that your goods are in good condition at the time you take delivery. If the goods are damaged you should contact us immediately and we will be able to advise you how to proceed.

Please be aware that ALL pallet deliveries are a kerb side drop via a third party courier company.

Click & Collect

Our FREE click & collect service allows you to order your product online and collect in store.

How does click & collect work?

Order online by 11am and we’ll have your order ready to collect from our store after 3pm.
If you can’t collect straight away we’ll keep your order for up to 7 days from the designated date of collection. Any items not collect within this time frame will be returned to stock and a refund will be issued.

To place a click & collect order select the collection option before adding the items to your basket, processes your payment and complete your transaction.

You will then receive 2 emails:
1. The first email will be to confirm we have received your order.
2. You will receive a second email once we have your item/s ready for collection.

We aim to have orders placed before 11am ready for collection after 3pm on the same day. (This does not include Bank Holidays or Public Holidays) And within our normal store opening times. If we are unable to fulfil your order you will be notified at the soonest opportunity.

Please do not travel to collect your order until you have received your email confirming that your item/s are ready for collection. You will need to bring the Ready for Collection email and photo graphic ID with you. You cannot collect your item/s until you have received this email. This email can be printed or presented on a mobile phone or tablet. We will hold your order for up to 7 days for you to collect from the designated collection day.

Before you travel to the store, please ensure you have the following with you:
1. Your ‘Ready For Collection’ email.
2. Your photo ID, this must match the details on your order.

Exclusions?

Not all items are available for our click & collect service. Items that are available for click & collect will be displayed on the product page.

Changes To Service

We reserve the right to make changes the conditions of this service at any time.

Click & Collect Terms & Conditions

All Click & Collect purchases are subject to Porton Ventures UK Ltd Terms and Conditions.

In addition, to our Click & Collect terms and conditions.

1. In the case where your order contains a number of items and one or more of them is not available, you will receive an email or phone call confirming your order status.
2. On arrival at the Click & Collect Counter in store you will need: You will need to bring the Ready for Collection email and photo graphic ID with you. We will make every effort to ensure your selected item(s) is available for collection within the indicated timeframe.
3. Any items not collect within this time frame will be returned to stock and a refund will be issued.
4. On cancellation of your order, for any reason, It may take 5-7 working days for this process to be completed depending on your bank or credit card provider. Please note we will process your refund at the soonest opportunity and any delay is not on the part of Porton Ventures UK Ltd and is completely outside of our control.
5. We cannot be held liable for any losses or costs arising where an item is unavailable.
6. Please note that discounts or loyalty points for in-store purchases cannot be redeemed against Click & Collect orders.

In-store Loyalty Club Terms & Conditions

These terms and conditions, in conjunction with the privacy policy, are applicable across the entire loyalty club scheme and any participation is considered as acceptance. All personal information you provide us will be treated to comply with GDRP. We use MailChimp and Piggy as our marketing automation platform. By signing this form, you acknowledge that the information you provide will be transferred to MailChimp and Piggy for processing in accordance with their Privacy Policy and Terms. The Loyalty card remains the property of Porton Ventures (UK) Ltd which may, at any time, terminate the scheme or alter or amend the conditions of operation of the scheme.

All members of the scheme must be resident in the UK and aged 18 years or over.

Members are only entitled to one loyalty account each. We reserve the right to refuse or close additional accounts at any time. Members must register their personal details and keep us informed of any changes. We cannot be held responsible for any loss of points or vouchers incurred as a result of out of date details. Accounts with out of date details that have not been updated or used for two years will be removed and any points, vouchers or rewards forfeited.

Any points, vouchers or rewards are not transferable, cannot be copied and can only be used by the member who is named and registered for the scheme.

Loyalty Cards & vouchers remain the responsibility of the registered member, as do any security details relating to the account. We cannot be held responsible for any loss arising from the member failing to ensure the safe-keeping of these items.

Porton Ventures may decline to issue, withdraw or cancel accounts, vouchers, points and rewards, in whatever form, and / or remove a member from the scheme at any time where there is reasonable belief of: a. any abuse or attempted abuse of the scheme; b. any breach or attempted breach of these terms and conditions and / or those relating to the optional elements of the scheme; c. any behaviour concerning Porton Ventures (UK) Ltd that relates to theft, misconduct, abusive or offensive behaviour, or supplying false or misleading information.

The scheme is only for personal and consumer use. The Loyalty scheme cannot be used for any business transaction or purpose.

Loyalty Cards cannot be transferred, bought, sold or in any way traded.
Members will be added to our mailing list; opting to leave the mailing subscription may result in the member being removed from the loyalty card scheme and any points, rewards or vouchers being forfeited. Porton Ventures (UK) Ltd will send any correspondents to either the e-mail address, address or mobile phone number provided when registering.

Members can choose to leave the scheme at any time. By leaving the scheme members forfeit the right to any points, vouchers or rewards already accrued or issued. Members who do not collect or redeem any points for two years will be removed from the scheme and will need to reapply for new membership should they wish to re-join.

Points

Members must present their loyalty card or digital card at the store checkout in order to collect points for a transaction in store.

To be awarded points, members must spend above a certain amount on qualifying products in a single transaction. The amount of points awarded may change and will vary depending on the products bought.

Points will not be awarded for non-qualifying products. Other products may also be excluded from the scheme at the discretion of Porton Ventures (Uk) Ltd.

We may set a limit on the number of times points may be awarded for promotional items on which additional points are available. Individual promotions may have different limits as communicated in their purchase conditions. Any participation in promotional offers above and beyond what could objectively be considered consumer behaviour or personal use may be considered as abuse of the scheme.

Porton Ventures (UK) Ltd is entitled to remove points at any time if products are returned for any reason and a full or partial refund of the purchase price is given. This also applies to the exchange of products, unless the exchange is for products with an equivalent points value.

Points awarded at the time of the transaction or vouchers already issued may be removed or cancelled if Porton Venutures (UK) Ltd determines that the points were collected in breach of these terms and conditions or were awarded in error. For the avoidance of doubt, any advice or actions of our staff that is contrary to these terms and conditions will not have the effect of changing these terms and conditions.

Points have no value until used on a transaction. The current conversion value of points is one point equals one penny. There is a maximum spend of £50 worth of points per transaction.

Points cannot be used to pay for the total of a full transaction, up to 90% of the transaction can be paid using points.

Porton Ventures (UK) Ltd is under no obligation to award points for any reason outside of qualifying transactions.

These terms and conditions replace all previous versions, are correct as of July 2023 and shall be governed by and construed in accordance with the laws of England, and any disputes will be decided only by the English courts.

Porton Ventures (UK) Ltd reserves the right to change these, at any time, on reasonable notice for legal, regulatory, business or policy reasons. Members who continue to participate in the scheme following such a change will be considered to have accepted the updated terms and conditions.

Where indicated, further information can be found online on our Terms & Conditions page or by calling our store on 01980 611116