Deano’s Pet Food & Accessories Is A UK Family Run Business
All goods despatched from within the UK
Terms & Conditions
Buying from Deano’s:
There are several ways in which to order from Deano’s. Regardless of which method you choose, once you make your purchase, you will receive a confirmation e-mail, confirming your order details and any tracking information. Ordering from us is easy, secure & convenient:
- Browse our online store, add your chosen items to your shopping cart, select your payment method, and complete your purchase.
- Place your order by telephone. Simply call 07973318281 or 07772025886
We accept payment by most major Debit and Credit Cards, BACS transfer and also ApplePay
We reserve the right to refuse and not to process any orders – If we exercise this right, and payment has been taken, we will make a full refund to your payment method, and notify you that this has been done.
To ensure we can communicate effectively with you in relation to your orders, it is imperative that you provide accurate e-mail, telephone contact number and address details. We are not responsible for any orders not received due to incorrect information being entered by the customer at the time of ordering (such as, but not limited to an incomplete or inaccurate delivery address). Please be assured that your information WILL NOT be passed onto ANY third party.
Payment and Security:
All payments are processed through a secure payment gateway. Your card details are entered via their PCI DSS complaint server, Deano’s do not, process or store any debit or credit card details (we only ever see the final 4 digits of your chosen card). You may also choose to pay via your PayPal account, or Apple Pay if you prefer. We do not accept cheques or postal orders.
You will see that we are protected via a secure SSL certificate – this can be recognised by our full website url (https:// as opposed to http). This protects your personal information entered onto our system. You will also see the “padlock” symbol – This is something that all responsible retailers comply with, in order to protect their customers personal information in the most secure way possible from any undue fraudulent activity.
Shipping and Handling:
We do not profit from any Postage & packing charges, Deano’s, in many cases actually subsidise shipping costs, in an attempt to make delivery as cheap as possible for their valued customers. However, we would ask all customers to bear in mind that we are a family run business, not a multi million pound operation, that can afford to always offer free delivery.
Whilst we cannot compete with the big boys on this, we do absolutely believe that we offer superior customer service to our customers, before, during and after any purchase made. We care for, and value our individual customers and their pets, and go out of our way to ensure this shows in the way we operate. We appreciate your support for small businesses.
Our postage and packing costs are dependent on the items in your order and your delivery location. Please note that parts of your order may be dispatched separately. This will be at no extra cost to you, the customer.
P&P costs are shown at checkout as accurately as possible, given what we know to be true at the time. However, we reserve the right to hold any order where actual P&P differs widely from the online amount charged. In such cases we will contact you if postage costs are going to be higher than those stated when you placed the order. At this time, you will then have a choice to either proceed with the order, or cancel the order and receive a full refund of any payment made to us.
All orders are processed and despatched within 24 hours (not including Sundays), and often within hours of an order being received by us.
Customs and Duty:
Please note that the customer is responsible for any importation of products into their country and must comply with the regulations set by that country. Parcels may be subject to import duties and tax, which are levied once a shipment reaches your country. Any additional charges for customs clearance are the customers’ responsibility.
Returns and Exchanges:
If you decide to return or want to exchange any product, you must notify us as soon as possible after receipt, and no later than 14 days after receipt. ALL returns MUST be returned in an unused state, in its original packaging, with all labels & packaging intact, and fit for re-sale.
In the case of Faulty or Damaged goods – these will be replaced or refunded in full (please see the ‘Faulty or Damaged Items’ section below). For all other returns or exchanges, the customer is liable for postage costs and refunds will exclude the cost of P&P.
Returns and exchanges for Edible products or Vet Bedding are prohibited and refunds are only provided in the case of faulty or damaged items.
Please allow 1-2 weeks for exchanges and returns to be processed fully.
IMPORTANT – For all returns and exchanges you must first contact us via email at firstname.lastname@example.org In your e-mail you must provide the following information:
- Your order number
- The details for the item you are wanting to return/exchange
- The reason for return or exchange
- you must return the item(s) within 14 days of your initial return request to the address we provide you with, and that is contained within our “contact us” information.
- If exchanging any item(s), you must make any payment difference in price from your original item to the item you would like it exchanging for, prior to the exchange being sent out to you. You will also need to pay any postage costs for return or exchange items (unless faulty). You will be notified of any charges to be made before we proceed with the exchange.
Deano’s is not responsible for return postage or packages that do not reach us and we will not refund or exchange returned items that become lost. The customer is therefore advised to send returns via recorded or special delivery or any other manner that ensures the parcel is guaranteed to arrive, tracked or covered for the full cost of the item(s).
Faulty or Damaged Items:
In the unlikely event that your goods are broken, damaged or faulty, please retain the item(s) and contact us regarding a replacement. We will ask for details and a photo to be emailed to us. In some cases, where the item needs to be inspected or a photo cannot be provided, the item will need to be returned to us. Please retain the item(s) and contact us for instructions.
Orders can be cancelled up to the point of dispatch, please remember, we often despatch within hours of you placing your order. Once despatch has happened, you cannot cancel your order.
All online purchases have a ‘cooling-off period’( with the exception of food items ) . If you have changed your mind about your purchase and the product(s) are complete and in an unused and undamaged condition, please let us know of your intention to return your purchase within 14 days of receipt. You must contact us first before sending the item(s) back as we will need to issue you with a returns form and return address. You then have another 14 days to actually send the item(s) back.
Some items are not covered by this cooling-off period. Please see the Returns and Exchanges section above.
Please note that, as in the case of all returns and exchanges, you will be responsible for the cost of the returns. Any refund issued to you, will be the cost you paid, minus the postage, unless we delivered the item to you in error, or if the item is damaged or defective.
Non-receipt of Goods:
If you have waited longer than our estimated delivery guidance for your items to be received, please contact us by e-mail, telephone, or via our contact us form. We will ask you to confirm specifics related to your order, e.g Name, Address, Order Number, Items ordered, and possible other information, to ensure we are liaising with the correct person.
We will also ask you to check with your local post office/sorting office, in case your parcel is being held there for some reason – maybe you were not in when delivery was attempted? If enough time has elapsed, and the above checks have been made, it is possible that the parcel has indeed been lost in transit.
Please Note: Royal Mail will not class a parcel as lost if at least 15 working days or more have passed since the item was due to be delivered to a UK address & 20 working days or more outside of the UK. Therefore, refunds or replacements will not be considered/processed until that timeframe has passed. We will of course provide any information to Royal mail that they require in order to locate your parcel, in a timely manner, and deal with non receipt of goods as quickly as we possible can for you.
Deano’s Gift Vouchers
Deano’s Gift Vouchers are valid for 3 months from the date of purchase. Gift eVouchers can be used to purchase any available items. Gift Vouchers cannot be redeemed for cash, cannot be replaced if they are lost or stolen, cannot be used or redeemed towards previous purchases, cannot be used or redeemed to purchase other Gift Vouchers and are not refundable. They MUST be used before their printed expiry date, and there are no exceptions to this.
Blog Entries, Articles & Information on our website:
The articles posted on our website are for information only and are not written by a vet or other professional. Reliability, accuracy or completeness is not implied. If we have taken the information directly form another author, we will post the actual authors reference. The information provided is given in good faith and is not intended to replace the advice of a qualified veterinarian. Deano’s are not liable for any accuracy errors or otherwise of information or advice given in our articles and blogs.
Please read the Terms and Conditions carefully as they affect your legal liabilities. By using the Website, you are deemed to accept the Terms and Conditions and, before proceeding with an order, you will be required to show that you have read and understood them (by clicking on the “I accept” button) at the end of these Terms and Condition. If you do not agree to these Terms and Conditions, please do not register or use our Website. Please note that to purchase goods from the Website or to use or access certain areas of the Website, you will be required to register as an authorised user of the Website.
Whilst we take every care to ensure that the information on the Website is accurate and complete, some of it (such as product descriptions, images, etc.) may be supplied to us by third parties (suppliers) and we are unable to check its accuracy or completeness. You are advised to verify the accuracy of any information before relying on it.
The Feeding Guides listed on this site are provided by the product’s manufacturers as well as our own research. Due to the complexity of some feeding guides, the information displayed on this site may be a simplified version and therefore all Feeding Guides are provided for the purposes of comparing products only. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product’s Feeding Guide and use only this when feeding your pet.
Each pet is an individual and therefore while a product may generally be suitable for a certain breed type, it may not be suitable for certain individual pets. (Just as with humans, they may have allergies to certain ingredients) Therefore, upon receipt of your order, please ensure that you are confident that the product(s) you have purchased will in fact be suitable for your pets unique individual requirements.
Deano’s Offers & Promotions:
Where you have used a promotional code to obtain a discount off the price of your order, acceptance of this order is subject to our verifying that the code has been issued to you personally and that you have complied with all the terms of the offer and qualify for the promotional code. In the event that the code has not been issued to you for your personal use, or you do not qualify for the promotion, the price of the order will be adjusted notwithstanding any email confirmation which you receive. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.
Whilst it is our intention to keep the Website up to date and error free, product description or pricing errors may occasionally occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.
Use of your personal information:
Here at Deano’s, we respect your personal information is just that…Personal! We comply with current Data Protection laws and will NEVER sell or pass your information onto any third party, unless we are required to do so for legal reasons. We will not use your information to bombard you with e-mails, however, we may send to you from time to time, information which we think you may find useful & relevant, such as any promotions that we are currently offering, and product updates. If you choose to subscribe to our newsletter, each time you receive a newsletter, there will be an “Unsubscribe” option, whereby you can remove yourself from our mailing list.
If you do not free to our terms & conditions, then please do not use our website