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
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.
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 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 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 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.
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.
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 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.
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.
Products will be dispatched on a standard delivery service for customers within mainland UK (As specified by our couriers).
Products will be dispatched on a Large/Fragile delivery service for customers within mainland UK (As specified by our couriers).
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 either refuse delivery or sign as damaged and contact us immediately.
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.
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.
- 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.
- 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.
- Any items not collect within this time frame will be returned to stock and a refund will be issued.
- 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.
- We cannot be held liable for any losses or costs arising where an item is unavailable.
- Please note that discounts or loyalty points for in-store purchases cannot be redeemed against Click & Collect orders.