These terms and conditions have been put in place to ensure fairness between all of our customers and ourselves. They help ensure we are always able to offer the best possible prices and provide a high level of service to everyone.
Porton Ventures (UK) Ltd Terms & Conditions
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
Vat Number: 750456633
Company Number: 3934852
Reasonable time periods
We do not include bank holidays within the reasonable period time frame.
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.
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 of £10 plus the full shipping charge will apply.
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 7 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 7 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 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 do not accept returns for goods/items that have been opened.
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.
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. Canceling 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:
A) Re-charge the credit card to used to make the payment for the full amount, plus an additional £25 to cover our administration costs.
B) 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.
All physical products are dispatched by courier or post, are insured and require a signature. If no one is available to sign for the consignment at your specified delivery address, the courier will leave a calling card. Please contact the depot specified A.S.A.P to re-arrange delivery or collection. 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 parcel.
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 can not be provided the parcel may be returned to us and the customer liable for additional delivery and administration charges.
Any delivery date specified can not 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.
Parcels that can not be delivered or remain uncollected for the holding period specified by the courier will automatically be returned to us. An administration charge of £10 will apply to all orders returned due to non delivery or collection. Part of the delivery charge is often subsidised by ourselves but redelivery will be charged at full cost.
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.
All items purchased on a single order must fit into a single box measuring 1m in length and must not have a total weight of more than 30Kg. For orders that exceed 30Kg or will not fit into a single box of 1m in length we reserve the right to make an additional charge per additional box.
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 within 48hrs and deliver within 5 working days of
Some items may take longer or are ordered in once a product has been requested.
Delivery is charged per order, Delivery prices are for delivery to mainland U.K. only.
We can only dispatch to the mainland U.K. if you require shipping outside of this
area please contact one of the sales team.
Product delivery charges are calculated by price bracket, unless otherwise stated. Please see our delivery page for more information.
Products purchased with multiple price brackets will be charged the one delivery charge at higher
product price bracket.
All goods are checked before dispatch, but in the unlikely event of any items in your order being damaged, you should notify us within a reasonable time period, usually 24 hours after signing for the goods, giving details of the damaged items. We will arrange for the damaged goods to be inspected to confirm the damage. If the report agrees with your assessment we will collect the products free of charge and replace them without delay.
We do not cover damage to glass products e.g. bulbs, aquariums, vivariums etc. This is made clear in the item description of these products.
All claims for broken, damaged goods must be supported with photographic evidence and sent to firstname.lastname@example.org
If you prevent assessment of the damaged goods or dispose of them prior to assessment, we may be unable to replace them or issue a refund.
If you believe that there may be item(s) missing from your order, please contact us within 3 working days of signing for your order and we will investigate. This may involve us speaking to third party companies involved in the supply and delivery of your items and may take a few days to complete.
All web site content including text, graphics, images is the property of Porton Ventures (UK) Ltd . or it's content suppliers and is protected by international copyright law. You may not use
its content without written permission from the content owner.
The collection, assembly and arrangement i.e. compilation of all the content is the exclusive property of Porton Ventures (UK) Ltd. or it's suppliers and protected by international copyright law.
All the software used on this site is the property of Porton Ventures (UK) Ltd. or it's software suppliers and protected by international copyright law.
Use of site
The software and content on this site may only be used as a viewing resource. Any other use including, republication, transmission, display, modification or performance of the content on this site is strictly prohibited.
This website is operated by Easitill Ltd on behalf of the entities set out below.
What we collect and why
When you use the Website, there are different ways we gather information about you:
• When you register with us, we ask for information such as your name, email address, address, and contact details. We keep a record of this information and any other information relating to you that we may obtain from our suppliers or other third parties. This record will be stored and processed in the United Kingdom and other countries (see further below under "How we store data about you" and "How we use data about you"). All this is necessary for us to recognise you, provide you with the services or information you have requested from us and where appropriate to maintain your account with us. We also use this information to improve our platform and prevent or detect abuses of our Website.
• We keep a record of any electronic correspondence you send us. This helps us keep track of any problems or concerns you've had with our Website or services.
Cookies and Analysis Tools
• We currently use Google Analytics to analyse how visitors use our Website and to try and improve it. To do this, we use Web beacons and cookies on this Website; these are text files that collect and log site user behaviour information including IP addresses (the number automatically assigned to your computer by your Internet Service Provider) in an anonymous form. The information collected is transmitted to Google and used to compile statistical reports for us. The information is not used to track or collect any information which may be used to identify a particular individual. All information is used and held anonymously.
• We control how the data collected from our cookies and other technologies may and may not be used. If you do not want to help us learn how to improve our site, products, offers and marketing strategy, you can "opt-out" of our ability to analyse such data and disable cookies by modifying the settings in your browser. Note that this might affect some functionality on the Website. For more information about cookies and how to disable them please go to www.allaboutcookies.org
How we store data about you
In order to communicate with you about local events, offers and opportunities and other news, the data that we collect from you may be transferred to, stored and processed by us. Such staff may be engaged in, among other things: preparing and sending newsletters to which you subscribe, the fulfilment of your order, the processing of payment details and the provision of support services. Not all countries legislate for the same levels of protection of personal data as your home country, particularly if you are resident in the EEA. By submitting data, you agree to this collection, transfer, storing or processing of data about you for the purposes described in this policy. We will take all reasonable steps to ensure data about you is treated securely in accordance with this policy, and all information you provide to us is stored on our secure servers or those of our service providers. We are the entity responsible for the management of jointly used personal data.
Where we have given you (or you have chosen) a password to access the Website, you are responsible for keeping this password confidential. Please do not share it with anyone.
How we use Personal Data about you
All the information we collect via our Website or through correspondence with you is used to provide you with any information, products or services you have requested, and to help operate our business and hopefully improve the services and products that we offer you. We will use personal data about you for purposes such as:
• managing the Website and access to it so it is presented in the most effective way for you and your computer;
• dealing with orders and accounts for the supply of our goods and services;
• planning and managing our business activities, including analysing users' preferences;
• providing you with information about the products and services we offer including by way of email newsletter (subject to your preferences where possible);
• notifying you of any changes to our products and services.
There are only a limited number of circumstances where we may share some or all data about you that we hold with others; these are set out below.
• With local agents such who assist us in the service we provide to you by for example hosting sites, or sending emails on our behalf. In these instances, we provide them with only the information they need to perform their function.
• In the event that our business assets are ever sold to or purchased by another company. (Our data records are part of our business.)
• To other members of our group of companies
• To our joint venture partners licensees and designees.
• On your express consent.
So far as possible each disclosure will be subject to an obligation of confidentiality.
We may also share anonymised, aggregated data such as access statistics, with third parties such as advertisers. This will not involve the identification of individuals
How we DO NOT use Personal Data about you
We will never pass on your email address or personal information about you to a third party for marketing purposes, without your consent.
How do we communicate with you and how can you object to receiving future communications?
We may use the information we collect to contact you by post, email and telephone. In each case to communicate information to you about products, services, and offers.
We will never send you unsolicited premium rate sms messages (which are sms messages you pay to receive). You will be given the opportunity to opt-in to receiving such marketing information at the point when your details are collected. All promotional information from us will come with instructions on how to opt-out from receiving further information in the future.
Data over the Internet and other websites
The Internet is a global network - therefore there are cases where data about you travels globally and may not always be completely secure. We want you to know that if you provide us with data over the Internet, this is at your own risk. By using the Website, you agree to and authorise us to process data in this way. However, please be assured that we do use commercially reasonable procedures and security features to prevent unauthorised access to your data.