THE PACK Terms & Conditions

1. About Us:

1.1 Who we are: www.thepackpet.com is a website operated by Prefera Pet Food UK Limited a company registered in England and Wales under company number 16556610 and with its registered office at Marlborough House, 298 Regents Park Road, London, England, N3 2SZ

Our VAT number is 499 4418 32. 

1.2 How to contact us: If you have any questions, or if there is something we can help you with, please contact us at woof@thepackpet.com.

1.3 How we may contact you. If we have to contact you we will do so by writing to you at the email address or postal address you provided to us in your order or by calling the number you have provided as part of your account details.

2. Our Terms & Conditions: 

2.1 What these Terms & Conditions cover: These Terms & Conditions apply to all transactions made at www.thepackpet.com and which govern how you use the website and how we may interact with you. 

2.2 Why you should read them: Please read these Terms & Conditions carefully before you submit your order to us. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information.

2.3 If you don’t agree: These Terms & Conditions set out the general terms governing your use of our website. They apply to you as soon as you first use the website, and you are deemed to have agreed to be bound by them upon your first use of the website. If you do not wish to continue to be bound by these Terms & Conditions, please stop using the website and don’t set up an account or order any products from us. Please note that, if you wish to order products from our website, you must accept these Terms & Conditions.

2.4 Other important information: Our Privacy & Cookie Policy also sets out details of how your personal data will be used. You can find more about your data protection rights in our Privacy & Cookie Policy. 

2.5 Terms & Conditions changes: Each time you place an online order with us you will be asked to agree to our current terms and conditions. Please ensure that you are familiar with these as they are subject to change at any time.

3. Your Account On Our Website: 

3.1 Registering with us: In order to start a subscription with us, you will need to register with us and create an account using the process set out on the website. If you are purchasing a one-off product then you can use the guest checkout function. 

3.2 Account details. You must ensure the details of your account including your password or any other piece of information as part of our security procedures are kept confidential and secure. You must not disclose it to any third party. Please notify us immediately of any unauthorised use of your account. You must also ensure that any details you provide to us in connection with your account are complete and accurate as this may affect our ability to provide our products to you.

3.3 Account changes. You are responsible for all actions and changes to your account (including but not limited to change of subscription plan, postal address, and delivery instructions).

3.4 Over 18: Our website is only intended for users over the age of 18. By registering an account with us, you are confirming that you are at least 18 years of age.

4. Orders & Subscriptions: 

4.1 Our subscriptions: When you sign up for one of our plans, you will be subscribed to a regular order of products from us. These products will be provided to you at the intervals set out on the subscription page in accordance with these Terms & Conditions. You may pause deliveries within your subscription by using your account to alter the next payment date. Subsequent delivery schedules will then be recalibrated from the new delivery date.

4.2 Order acceptance: Acceptance of the order is automatic with the receipt of your order having been dispatched by email.

4.3 Payment details: In order to purchase products from this website, you must use correct, accurate and valid payment card details or an active third party payment provider account with either PayPal, Google or Apple Pay.

4.4 Order refusal: We work hard to ensure that all the information on our website is accurate, however, occasionally mistakes can occur. If we discover an error in the price or description of a product you have ordered we will let you know so you can decide whether to cancel or continue with your order.  

4.5 Detail Changes: You must promptly inform us of any changes to the information that you provided us with including your payment details which may affect your order. Please email us at woof@thepackpet.com if you require changes to your delivery address after you have placed an order. We also reserve the right not to process your order. If you have not updated your card details and your subscription payment fails we will try a further six times to take the payment and will not ship the products unless payment has been accepted.

4.6 Subscription changes: In relation to our subscription products, if you require any changes including canceling or moving a delivery date to take effect prior to your next delivery you must do this within your online account prior to the cut-off date and time. This cut-off is 12:00pm the day before your subscription order is processed. We reserve the right to change the cut-off date and time and will notify you of this change. You will be unable to make a change to your order after this cut-off time, including but not limited to cancellation, address changes, payment details, and box contents. You will be charged for any delivery which is active at the time of cut-off. We reserve the right to change the cut-off date and time and will notify you of this change. 

4.7 Prices & charges: The total price breakdown will be displayed on the website prior to you confirming the order (plus VAT where appropriate). At this point, you can modify any details prior to completing the purchase. Delivery charges are calculated separately, you can find information on these along with any surcharges on our Delivery & Returns page. All of our prices, offers, and products are subject to availability and may change before (but never after) we accept your order.

4.8. Subscription discount & free shipping: Free shipping is only available on spend over £50.00 or if offered as part of a special promotion. 

4.9 Order payment: The charge for the total price will be charged to the payment card we hold on your account for you at the cut-off time for each specific order. When you make a purchase you authorise us or our third-party payment processor to charge your payment method for any such purchases that may be accrued by or in connection with your purchase. You are responsible for the timely payment of all fees and for providing a valid method of payment. When you purchase our products you will be asked to provide customary billing information such as your name, billing address, and credit card information. You may also need to provide additional information to verify your identity before completing your transaction. If you are completing the purchase using a third-party payment processor, that processor’s terms and conditions apply to your payment transaction.

4.10 Updating or cancelling your subscription: You can manage your future orders with us through your account. Any changes you make may change the price of your order which will be displayed once you have submitted these changes. Your subscription will remain in place unless cancelled which can be done through your account. If you cancel your subscription and then reactivate it the price may be different. 

4.11 Non-subscription purchases: Our products can also be purchased as a one-off purchase. These products are sold on the same basis as our subscription products and are subject to these Terms & Conditions.

5. Our Products:

5.1 Product variation: The images of the products on our website might vary slightly from your product. 

5.2 Packaging variation: The packaging of the product may vary from that shown in images on our website. We also might make changes to our packaging. 

5.3 Our ingredients: We use plant-based ingredients to create our food products and we hope you will be happy with them. These ingredients or the methods we use to make the products may change from time to time due to business or operational reasons and as we reserve the right to make minor changes to the product without notice and at our sole discretion. We will advise you if there is likely to be any significant difference in the product.

5.4 Our manufacturing: We use a premium manufacturer who are always first class in quality. Our manufacturers apply the same hygienic standards that are used in producing food products for human consumption and process food according to the IFS Food Standards and the HACCP Codex. 

5.5 Allergen advice: Please read the ingredients of our products before feeding the contents to your pet. It is your responsibility to ensure that any food you feed to your pet does not cause an adverse reaction and we cannot be held responsible for any allergic reaction your pet may have or any adverse consequences.

5.6 Storing the products: Our products are ambient so you can store them in a cool dry place. If you are ever unhappy with the quality of the product, you must notify us on the day of delivery by emailing woof@thepackpet.com. We accept no liability for the management of the product after the delivery has been made to the address given by you.

6. Delivery Of Our Products: 

6.1 Delivery costs: The delivery costs can be found on our delivery page. 

6.2 Delivery process: During the order process we will let you know when we will provide the products to you. Products will be delivered via our delivery partner DPD. Please note, we may refuse to deliver to a particular location however we will tell you when you apply to register an account with us whether we can deliver to your address. 

6.3 Order delivery: For subscription products when you place your first order you won’t be able to select a specific date. The delivery frequency will be based on when you first make that order. Future deliveries run on a regular schedule that you can see in your account. Please note, actual delivery times may vary depending on your location, our stock availability, and when you finalise your information in your account. 

6.4 Delays outside our control: If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

6.5 Unable to deliver: If no one is available at your address to take delivery, the product will be left, where practical, in your specified safe place. If no safe place is recorded on your account, the delivery will be left at your address in the most suitable location. We are unable to arrange a re-delivery or change the location of the delivery of the product once it is in transit.

6.6 Rescheduled delivery: If you do not re-arrange delivery, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

6.7 Missing deliveries: You must report missing or undelivered deliveries by emailing us at woof@thepackpet.com.

6.8  Product responsibility: A product which is goods will be your responsibility from the time we deliver the product to the address you gave us You will be notified by our delivery partner of when this is.

6.9 Required information: We need certain information from you so that we can supply the products to you, for example, your delivery information. If you do not give us this information, we may not be able to deliver your products.

6.10 Delivery suspension: Orders will only be sent once payment has been received. For subscription orders please see item 4.5 under Orders & Subscriptions. 

7. Refund & Cancellation Information:

7.1 Subscription cancellation: You can cancel your subscription at any time by visiting your account and cancelling the day before your next subscription is due to be paid. If the order has already been generated and dispatched you can still return the goods under our standard returns/refund policy. You can also pause your next delivery within your account by changing your delivery schedule and selecting the time frame you want for your next delivery. 

7.2 Product refund: If you are a consumer you have the right to cancel your contract with us for any unused and unopened products within a period of fourteen days starting the day after your receipt of the products as reflected by the carrier’s recorded date of successful delivery. To exercise your right to cancel, you must inform us by contacting us via email at woof@thepackpet.com. 

7.3 Product return: You can return any of our products within 30 days of delivery for a refund. To be eligible for a refund, your items must be unused and in the same condition that you received them. We can’t cover postage costs for products that aren’t faulty or damaged, so please return these to us on a tracked service within 30 days of receiving your order. Make sure you email us with your order number and returns tracking code at woof@thepackpet.com. If you receive a defective product or incorrect product, please contact us immediately at woof@thepackpet.com with your order number and a description of the problem. For more information head over to our returns page.

Returns address:
FOA THE PACK

PetExx Ltd
Unit 3 Firefly Square
Plantation Road
Burscough Industrial Estate
Burscough
Lancashire
L40 8JT

7.3 Our right to cancel: Furthermore, we reserve the right to change, limit, refuse or cancel any order you place with us at our sole discretion. In the event we make a change to or cancel an order, we will attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. 

8. Promotions & Discounts:

8.1 New Customers: We may offer new and/or existing customers special offers from time to time. Where we make such offers, introductory offers are only available to new users of the website. Please note the following in relation to any offers we make:

• All new subscriber offers are limited to one individual subscription, unless otherwise explicitly stated.
• We may cancel any special offer, introductory offer, or discount at any time without notice.
• Promotional offers and discounts are available for limited time periods only.
• Account credits and offers cannot be redeemed for cash.

8.2 Misuse of offers: We reserve the right to put any user account(s) on hold and prevent outgoing deliveries, and/or remove any offer from any user account(s) where we become aware of or detect any abuse or unfair treatment of any discounts and referral code(s).

8.3 Other offers: Except where otherwise stated, discounts and credits cannot be used in conjunction with any other offers.

8.4 Using our offers: After any discounted offer you will be charged the full price for subsequent orders until such time as another applicable and valid discounted offer is applied, or you cancel active subscriptions and orders with us.

8.5 Offer via third parties: If you have an offer or discount code via a third party who is selling our products then we are not liable for this and you will have to read and accept their terms & conditions. Our terms and conditions do not apply to third-party offers. 

9. Content On This Website:

9.1 IP rights: We are the owner or the licensee of all intellectual property rights in our website, and the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

9.2: Website content: Our website may include at any given time text, graphics, logos, icons, images, sound clips, video clips, and data compilations, and together with the Website’s page layout, underlying code, and software. 

All of the content is the property of Prefera Pet Food UK Limited, our affiliates, or third parties with whom we do business, and this means that it is protected by United Kingdom and international intellectual property laws and other relevant laws. This means that, except as provided by Part 1, Chapter 3 of the UK Copyright, Designs and Patents Act 1988 (which contains what are generally known as the “fair use” provisions for copyrighted materials), you may not reproduce, copy, distribute, store or in any other fashion re-use material from our website unless otherwise indicated on the website or unless given express written permission to do so by THE PACK. For the avoidance of doubt, data mining or scraping the website without the express written permission of Prefera Pet Food UK Limited is not permitted.

9.3 Trademark: THE PACK is a UK registered trademark of Prefera Pet Food UK Limited. You are not permitted to use this or any other trademarks owned by us without our approval unless they are part of material you are using as permitted under these Terms & Conditions.

10. This Website:

10.1 Information on this website: The content on our website is provided for general information only. While we do have information on our website from experts in pet care it is not intended to amount to advice on which you should solely rely on. You must obtain your own professional or specialist advice before taking, or refraining from, any action on the basis of the content on our website.

10.2 Linking To This Website: You may link to our website, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. We reserve the right to withdraw linking permission without notice.

10.3 Links To Other Websites: This website may contain links to other websites. Unless we expressly say otherwise, you should assume that these other websites are not under the control of Prefera Pet Food UK Limited. We assume no responsibility for the content of such websites, and we disclaim liability for any and all forms of loss or damage arising out of the use of them. Additionally, even if we include a link to another website on our website, that does not mean that we endorse that other website or in any way recommend that you should use it. These terms and conditions only cover the thepackpet.com website.

Equally any other websites that linked you to thepackpet.com, are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites that are not under our control. 

10.4 Acceptable Use Of Our Website: You may use our website only for lawful purposes. You may not use our website:

• In any way that breaches any applicable local, national or international law or regulation.
• In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
• For the purpose of harming or attempting to harm minors in any way.
• To bully, insult, intimidate or humiliate any person.
• To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards.
• To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).

10.5 Computer viruses: We do not guarantee that our website will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform to access our Site. You should use your own virus protection software.

You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Site, the server on which our Site is stored or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Site will cease immediately.

11. Our Liability:

11.1 Our recommendations: You acknowledge that the feeding guides provided by us are intended as a guide only. It is your responsibility as a pet owner to monitor your pet's weight and condition. If you have any concerns about your pet's weight and condition, please consult your vet. 

11.2 Handling your products: Customers should be aware that an order from THE PACK can be heavy, and so extra care should be taken when accepting delivery and unpacking the contents of the order, doing so directly from the box at ground level if required.

12. Breach Of This Policy: 

When we consider that a breach of these Terms & Conditions has occurred, we may take action resulting in all or any of the following:

• Immediate, temporary or permanent withdrawal of your right to use our website.
• Issue of a warning to you.
• Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
• Further legal action against you.
• Disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law.

13. Revisions To The Terms & Conditions:

We may update the Terms & Conditions at any time. If we do so, we’ll let you know either by posting the updated Terms & Conditions on our website or through other communications. It’s important that you review the updated Terms & Conditions whenever we update them or you use our services.

14. How To Contact Us: 

14.1 Contact Information: If you have any questions or comments regarding these Terms & Conditions or the website, please feel free to contact us:

Address:

Marlborough House, 298 Regents Park Road, London, England, N3 2SZ

Email: woof@thepackpet.com

14.2 Complaints procedure: If you wish to make a complaint about Prefera Pet Food UK Limited please contact us using our contact details above.