Terms & Conditions

Doggy Day Care Cornwall
Chenhalls Road
St Erth
Hayle
Cornwall
TR27 6HJ

It may be beneficial for you to read the Legal Notice below before using the Natural Cornish Pet website, sending e-mails to Natural Cornish Pet or submitting articles, polls or interacting in any way.

TERMS OF USE AND LEGAL RESTRICTIONS ATTENTION: PLEASE READ THESE TERMS CAREFULLY BEFORE USING THIS RAW DOG FOOD CORNWALL WEBSITE. BY USING THIS WEBSITE YOU INDICATE THAT YOU ACCEPT THESE TERMS.

1. Contract

1.1 When you place an order with us, you are agreeing to purchase goods from us. We will send you an e-mail to confirm that we have received your order & payment.

1.2 Once we have received your order it will be passed to our dispatch team who will pick and pack your order. The time scale of this will vary depending on the delivery method you selected during checkout. When your order is dispatched you will receive another email from us confirming this.

1.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this, refund you in full and there will be no contract between us.

1.4 Images of products on this website are for illustrative purposes only. Due to the natural origin and production of most of our products they will vary from the image/s shown on the website and indeed from each other. They will not include any of the pictured accessories, unless stated in the specification of the goods.

1.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual product. Furthermore see point 1.4 for the natural variation found in most of our products.

1.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

1.7 This contract is covered by English law.

1.8 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

2. Website

2.1 You are provided with access to this website in accordance with these terms and any orders placed by you or on your behalf in respect of any of the products must be placed strictly in accordance with these terms.

2.2 You warrant that: the personal information that you are required to provide when you register as a customer of ours is true, accurate, current and complete in all respects; and you will notify us by e-mail immediately of any changes to the personal information.

2.3 You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

2.4 You agree fully to indemnify, defend and hold Natural Cornish Pet and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the terms by you or anyone you are responsible for or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your shopping account and/or your personal information.

2.5 Each product purchased is sold subject to its product description which sets out any additional specific conditions related to that Product.

2.6 We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

2.7 We may but are not obliged to notify you of our non-acceptance of an order made by you. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this website whether or not that product has been sold; removing or editing any materials or content on the website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

2.8 You will be required to pay for the goods in full at the time of ordering.

2.9 We use secure payment processing by Stripe for online purchases. You can pay for your order by Visa, MasterCard or most other debit/credit cards.

2.10 Promotional prices are subject to availability.

2.11 All prices quoted on our website are in GBP.

2.12 Once your order has been placed, changes may not be possible or if they are may incur additional charges or delays

3. Delivery & Carriage

Raw Deliveries & Local Delivery

3.1 Goods will normally be delivered on Tuesdays between 4:30 – 8pm and Saturday s between 4:30 – 8pm. Orders placed between 10am on a Saturday and 3pm on a Tuesday will go out in the Tuesday delivery slot. Orders placed between 3pm on a Tuesday and 10am on a Saturday will go out in the Saturday delivery. This time and date is an estimate, which can change without notice. 

3.2 Orders cannot be held until the next delivery slot.

3.3 We reserve to right to cancel and refund any local delivery or local delivery plus orders placed outside our designated catchment area. For deliveries outside this area, please select National Delivery.

3.5 National Delivery Raw - 

PLEASE NOTE: ALL RAW DELIVERIES ARE NON-REFUNDABLE DUE TO THE PERISHABLE NATURE OF THE FROZEN ITEMS.

On the delivery date, you will receive a tracking link from DPD – you can upload any specific delivery instructions, including whether you would like your delivery left in a safe place and the DPD driver will do their best to follow these.

You should receive a 1 hour delivery slot via text or email from DPD. Please remember this is a guide only; we cannot be responsible for the DPD driver arriving earlier or later.

You need to be home for DPD to deliver your order.

Please do not change the delivery date with DPD – our products are perishable. DPD cannot store or deliver at a later date. The food will be destroyed if they receive a request to change the date and we cannot ship a replacement order to you.

Your order is not refundable should you or a member of your household refuse your delivery, due to the perishable nature of the goods.

3.6 Delivery charges may vary. Delivery charges and options are calculated automatically based on what you have in your order (product type, weight) and the delivery postcode. 

3.7 We will deliver the goods to the premises you specify on your order. If ordering raw or frozen items you must be at home to accept delivery of your order, and you must be within our Local Delivery, or Local Delivery Plus catchment area. We will not accept responsibility for incorrect postal addresses provided by the customer.

3.8 For deliveries that include raw or frozen items, there will be a re-delivery charge of £5 for attempted deliveries where no one is present to accept said delivery, or where an incorrect address has been given. We will contact you to arrange a new delivery time, at our own convenience. 

3.9 Disposal of packing materials is your responsibility.

3.10 When ordering raw or frozen products you must never refuse the delivery under any circumstances. Even on the rare occasion a delivery takes longer than anticipated to arrive, there is a high probability the order is perfectly good to use. If you accept delivery and discover upon opening that any items are not useable after a delay, we will be happy to discuss putting it right. We cannot accept any claims where the order has been refused.

3.12 If the goods are lost or damaged in transit, please let us know promptly.

3.13 Deliveries are made on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should tell us about any special delivery requirements or conditions when you place your order.

3.14 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.

3.15 Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company

3.16 Delivery charges and options are calculated automatically based on what you have in your order (product type, weight) and the delivery postcode. Full details can be viewed on our DELIVERY page. 

3.17 Orders including raw or frozen products will be delivered by Natural Cornish Pet will be transported in an insulated environment but they will not be packed in insulated boxes once they leave the delivery vehicle. It is therefore particularly important that you are at home for your delivery.

National Delivery

3.18 We deliver nationally to the United Kingdom. Unfortunately, we are not able to deliver to a minority of postcodes, including the Highlands, UK Islands, Channel Islands and Northern Ireland.

3.19 Due to the perishable nature of raw and frozen foods, national delivery is unavailable on raw or frozen products. 

3.20 National Delivery is available on all dry, wet, ambient and non-pet food products.

3.21 National Delivery - Standard national delivery costs £6.99. There is free delivery on all orders over £49. Delivery charges may vary. Delivery charges and options are calculated automatically based on what you have in your order (product type, weight) and the delivery postcode. Full details can be viewed on our DELIVERY page.

3.22 Disposal of packing materials is your responsibility.

3.23 If the goods are lost or damaged in transit, please let us know within 48 hours of its arrival. We will not accept responsibility for loss, damage, or spoiling of goods if you instruct the delivery company to leave the goods unattended.

3.24 If you refuse delivery we are unable to offer a refund/replacement. Even if the parcel has been mistreated we need you to accept it as normal and take photos of the packaging and contents to send to us along with a description showing why the items are unacceptable/unusable.

3.25 Whilst we will try our best to ensure delivery, we cannot accept any claims if not delivered to the new address successfully under any circumstances where the change was requested by the customer after ordering. 

3.26 Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company.

3.27 Deliveries are made on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should tell us about any special delivery requirements or conditions when you place your order.

Click & Collect

The pickup point for click & Collect orders is at the Natural Cornish Pet Shop in St Erth, Cornwall. The address is as follows: Doggy Day Care Cornwall, Chenhalls Road, St Erth, Cornwall, TR27 6HJ.

 Please do not try to collect your order until you have received an email from us to let you know it is ready (orders are usually available within 2 hours of ordering, if ordered before the cut-off time).

The cut-off time for placing same day Click & Collect orders on Monday-Friday is 2pm, and 12pm on Saturdays and Sundays. If you place an order after these cut off times, your order may not be ready until the following day.

Once ready we can only hold your order for 3 working days. After that you will be refunded, minus a 20% restocking fee. If you wish to receive your items after a refund has been made you will need to place a new order on our website.

Please take note of our shop opening hours on our ‘Get in touch’ page. All collections must be made within these opening times.

4. Cancellation and Returns

If you have any problems with your order or any of the items are unsatisfactory please get in touch with us (here).

4.1 This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations, or the following goods which are exempt from the right to cancel; raw food products. 

4.2 If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging to us, at your own expense. You must ensure that the goods are packaged adequately to protect against damage.

4.3 If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

4.4 We will refund monies paid to us within 30 days, less any costs due under this contract.

This cancellation policy does not affect your legal rights – for example, if goods are faulty or incorrectly described.

5. Faulty Goods

5.1 If there is a problem with the goods, please notify us by email or in writing providing details of the problem. It is helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.

5.2 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received and checked by us.

The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.

5.3 Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.

5.4 If an item is no longer available we will contact you to offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.

5.5 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

6. Liability

6.1 The products sold on this website comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK.

6.2 We do not accept liability for any result of feeding or administering products we sell. You are responsible for how you use our products.

7. Site Uptime

We take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore we will not be liable if this website is unavailable at any time.

8. External Links

8.1 Any links to third party websites located on this website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.

8.2 If you would like to link to this website, you may only do so on the basis that you link to, but do not replicate, any page on this Website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.

8.3 If you choose to link to our website in breach of Paragraph 8.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions.

8.4 The copyright and other intellectual property rights in all material on this Website are owned by us and must not be reproduced without our prior consent.

9. Article Submissions

Natural Cornish Pet reserves the right to edit, re-purpose or re-publish all articles submitted to Natural Cornish Pet in any medium for any reason with proper credit to the author. Proper credit is defined as the author’s name and where possible a link to the author’s website and/or e-mail address, when such information has been included in the submission. The publication of any articles submitted to Natural Cornish Pet is solely at the discretion of Natural Cornish Pet.

10. Exclusion of Liability

We take all reasonable steps to ensure that the information on this website is correct. However, we do not guarantee the correctness or completeness of material on this Website. Neither we nor any other party (whether or not involved in producing, maintaining or delivering this website), shall be liability or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.

11. Law and Jurisdiction

This Legal Notice shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of England and Wales.

12. Offers and Promotions

12.1 On occasions we may include competitions, promotions, vouchers or other offers on the Website or in store. Each such offer and or voucher shall be subject to its own express terms.
12.2 Each offer or promotion will be subject to availability at all times. Your statutory rights are not affected.
12.3 Unless otherwise stated, all offers and promotions are exclusive and cannot be used in conjunction with any other offer, voucher, or discount. Offers may be limited to one use per customer.
12.4 We reserve the right to cancel, extend or alter existing offers and promotions without notice at any given time. 
12.5 Online offers, promotions and prices may differ to in store offers, promotions and prices.
12.6 Offers that include a free or discounted product, are limited to ONE free or discounted product per order, unless otherwise stated. 

Unless otherwise stated, all promotional codes are subject to the following brand exclusions:

Natural Instinct. 

Competitions and Giveaways on naturalcornishpet.co.uk and it’s associated business and social media platforms.

NCP Club Free Treat Pouch Giveaway.

1. Competition closes at 11.59pm Sunday 31st December 2023
2. Entrants MUST be based in the UK, and be over the age of 18 years old.
3. No cash alternative available
4. By entering the competition you are confirming you are a UK resident of at least 18 years of age, have the legal capacity to do so and agree to these terms and conditions.
5. Where requested we will tag your content to your account
6. You will be sent a discount code to claim your free Natural Cornish Pet treat pouch within 3 days of your content being shared
7. All normal shipping costs still apply
8. If, due to circumstances beyond their control, Natural Cornish Pet is unable to provide the stated prize, they reserve the right to award a substitute prize of equal or greater value.
9. The prize winner must agree to the public sharing of their Facebook or Instagram profile for promotion purposes. Entry into this prize draw is taken as acceptance of these terms and conditions.
10. This competition is in no way sponsored, endorsed or administered by, or associated with, Facebook or Instagram.
11. Photography: Any images uploaded during this competition may be used on the Natural Cornish Pet’s website, social media outlets and printed literature as well as on Doggy Day Care Cornwall's associated websites, social media outlets and printed literature.