Terms and Conditions
Our Standard UK Delivery Service
Delivery is £3.95 for all UK mainland orders.
Normally, unless otherwise notified at the time of placing your order, orders are guaranteed to be dispatched to you within 5 working days*
Delivery is handled by our chosen courier company and are delivered within 5 working days (excluding Highlands & Islands). In exceptional cases (e.g. extremely bulky or heavy orders) an alternative courier may be used who guarantee delivery within 2-3 working days. Smaller items are sent by standard Royal Mail postal service.
For delivery to the Channel Islands, Scottish Islands, Isle of Man, Isle of Wight, Isles of Scilly and Northern Ireland - please call 01937 841175 and we will arrange carriage on request (an additional surcharge may apply).
International Orders are handled on a case by case basis. As delivery costs vary greatly we will need to provide you with a specific delivery price quote (based on the goods you would like to order and your location). Please email us directly with any queries on international shipping charges to email@example.com
Orders for products are accepted when you receive a confirmation e-mail to this effect. We send this email to comply with our legal obligation and to keep you informed. You may wish to print or save this email for your future reference. The confirmation will include details of your order, including your chosen and confirmed delivery address. We will then send you a further e-mail to inform you when your order has been dispatched.
Returns and Refund Policy
At The Innocent Pet Care Company Ltd (TIPCC) we are dedicated to giving you the best service, products and prices we possibly can. It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us via the address listed on this page, by phone (01937 841175) or email firstname.lastname@example.org
If you do make a purchase from TIPCC and the product is faulty, damaged in transit, or differing from the description given on our website then we will be pleased to arrange to either refund or replace the product as you wish. We do ask that if you plan to return an item then please notify us within 21 days of delivery.
In the event of a customer purchasing an item from TIPCC mistakenly and through no fault of TIPCC, we will be pleased to replace or refund the item provided that the original item is returned to TIPCC Ltd unused and in saleable condition. In such cases where the customer is either unwilling or unable to arrange return carriage after mistakenly purchasing a product, TIPCC reserves the right to charge a returns fee to cover costs involved in courier charges. In cases where an order is returned, we reserve the right to retain the initial postage / courier costs from any refund.
All products should be returned to the following address: -
The Innocent Pet Care Company
Unit 11 Ash Way
Thorp Arch Estate
Please ensure that all products returned to us are packaged suitably. We recommend that you insure any goods that are returned to us as The Innocent Pet Care Company Ltd is not liable for any damage or loss during transit.
It is your responsibility to inspect any products once they are delivered and notify us of any shortages, defects, or of any other complaint immediately and in any case within ten working days from the delivery date, failing which the product/s will be deemed to have been accepted and to be in good working order. Our liability for short delivery is limited to making good the shortage. Where a product proves to be faulty, we will replace without charge, or give a full refund within 28 days of the date of the delivery. Where product/s are faulty, we will refund the cost of delivery back to us should we ask you to return them to us.
This does not affect your statutory rights as a consumer.
If you would like to return a product or would like to discuss returns and refunds with us then please contact us:
Tel: 01937 841175
The Innocent Hound and The Innocent Cat are registered trademarks of The Innocent Pet Care Company Ltd Co. Reg. No. 08727616.
This policy covers The Innocent Pet Care Company’s use of personal information that we collect when you use theinnocenthound.co.uk and theinnocentcat.co.uk
By entering your details in the fields requested, you enable TIPCC to provide you with the services you select. Whenever you provide such personal information, we will treat that information in accordance with this policy. When using your personal information TIPCC will act in accordance with current legislation and aim to meet current Internet best practice.
Use and storage of your personal information
When you supply any personal information to theinnocenthound.co.uk and theinnocentcat.co.uk we have legal obligations towards you in the way we use the data. We collect the information fairly, that is, we explain how we will use it (i.e. in order to provide the goods and services we discuss with you e.g. your pet food order) and tell you if we want to pass the information on to anyone else.
In general, any information you provide to TIPCC will only be used within TIPCC. Your information will be disclosed where we are obliged or permitted by law. Also, if you post or send offensive, inappropriate or objectionable content anywhere on or to theinnocenthound.co.uk or theinnocentcat.co.uk or otherwise engage in any disruptive behaviour on our websites, TIPCC can use whatever information that is available to it about you to stop such behaviour. This may involve informing relevant third parties such as your employer, school e-mail/Internet provider and law enforcement agencies about the content and your behaviour.
We will hold your personal information on our systems for as long as you use the service you have requested, and remove it in the event that the purpose has been met and you have requested not to receive any more information or products and services from us. We will ensure that all personal information supplied is held securely, in accordance with the Data Protection Act 1998.
This policy does not cover links within this site to other websites.
If you are aged 16 or under, please get your parent/guardian's permission beforehand whenever you provide personal information to the TIPCC website. Users without this consent are not allowed to provide us with personal information.
Product/s: The items offered for sale on The Innocent Pet Care Company Ltd’s website, www.theinnocenthound.co.uk and www.theinnocentcat.co.uk
We/Us/Our: The Innocent Pet Care Company Ltd
Unit 11 Ash Way
Thorp Arch Estate
You: The buyer of the product/s
"Working Days" are defined as Mon-Fri, excluding Public Holidays
NEITHER THE COMPANY, NOR ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SUCCESSORS, SUBSIDIARIES, DISTRIBUTORS, AFFILIATES OR THIRD PARTIES PROVIDING INFORMATION ON THIS SITE ARE RESPONSIBLE OR LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL LOSS OR DAMAGES OR ANY LOSS OF DATA, PROFITS, INCOME, GOODWILL, CONTRACTS, USE OF MONEY, OR ANY OTHER LOSS OR DAMAGE WHATSOEVER ARISING OUT OF OR IN CONNECTION WITH THE USE OF, OR THE INABILITY TO USE, THIS SITE OR THE INFORMATION CONTAINED ON THIS SITE, EVEN IF COMPANY (OR ANY THIRD PARTY POSTING INFORMATION ON THIS SITE) HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR OTHERWISE AND WHETHER ARISING IN TORT (INCLUDING NEGLIGENCE), CONTRACT OR OTHERWISE. NOTHING IN THIS PARAGRAPH SHALL EXCLUDE OR RESTRICT LIABILITY FOR FRAUD OR DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE. SUBJECT TO THE FOREGOING SENTENCE, IN NO EVENT SHALL COMPANY, OR ANY OTHER THIRD PARTY PROVIDING INFORMATION ON THIS SITE, BE LIABLE TO YOU FOR ANY DAMAGE OR LOSS OR FOR ANY CAUSE OF ACTION RESULTING FROM YOUR USE OF THIS SITE, WHETHER IN CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, NEGLIGENCE), BREACH OF STATUTORY DUTY OR OTHERWISE.