Terms & Conditions of Sale
- Refunds & Exchanges
- REFUNDS – If you are entitled to a refund then we will refund the price of the item(s) purchased. Refunds are usually processed within 7 working days of the customer being informed.
- Delivery charge is NON REFUNDABLE.
- RETURNS – we unfortunately cannot accept returns due to the nature of the products and contamination of products coming back into our supply chain.
- Perishable goods cannot be returned or refunded unless they are deemed faulty in any way.
- Terms & Conditions of Sale
- Full payment must be received before delivery can commence.
- If you encounter any issues with your order you should notify us in writing no later than 24 hours after purchase/delivery. – We regret that any complaints made after this time cannot be investigated.
- Delivery will be made during business hours, a specific time cannot be guaranteed.
- Once ordered if you need to make any changes we must be informed of this in writing. If any additional stock is added to an order the extra payment is required upfront before delivery.
- If your pet has any allergies please state at checkout.
- If any item is out of stock you will be notified or if similar items are available they may be substituted.
- If you do not wish to receive any substitutions, please state at checkout.
- We will knock upon arrival to your premises, however if nobody answers the package will be left in a safe location, a photo will be taken & a phone call made to ensure you are aware of the parcels location.
- Goods are left at the customers own risk if we are asked to leave your package in a safe location. Carniraw cannot be held responsible if any stock spoils by thawing etc. (We can arrange a Poly Box to help it keep for longer if asked, please state at checkout)
- Prices can be subject to change without notice. All stock will be charged at the price shown at time of ordering.
- Orders for collection will be held for 5 days, if not collected or paid for after this date they will be returned to stock.
- Any advice given is discretionary, it is your ultimate decision to decide what product/action is best for your pet
- In-Store Reward Card
- One stamp will be issued for each transaction £30.00 or more per client per day, you are unable split your order into sections to obtain further stamps that day.
- If the card is redeemed in store there will not be a new cad issued with a stamp until your next visit. You have used the card for this visit.
- £5.00 reward cannot be used in conjunction with any other discount special offers in store at the time.
- Stamps will only be issued for in store purchases or order collections, home deliveries are excluded.
- If the card is not presented at the time of purchase, no stamps can be ‘carried forward’ to the next visit.
- It is your responsibility to look after & care for your loyalty card. With regret we are unable to accept & use cards that are handed in damaged or soiled. All stamps must be visible for the discount to be issued.
- Online Carniraw Loyalty Points
- Points are earnt on online spends which are subject to change at any time. Currently, you will obtain 1 point for each individual order that totals £50.00 or over (delivery is included)
- Points are not transferrable for cash
- It is not possible to transfer loyalty points to another account.
- We reserve the right to amend or completely withdraw customer account points (such as if the need arises for the order to be fully or part refunded etc)
- We reserve the right to amend or withdraw the program at any time without notice.
- 1 Loyalty Point is awarded for each online order £50.00 or over, it does not account for multiple smaller orders that would total over £50.00
- DPD Shipping – CURRENTLY SUSPENDED
- We will not ship in temperatures 30 degrees or over, this is to ensure the goods reach you in a still frozen condition. We will contact you via phone & email to discuss your options, if in the event you are unreachable, we will not ship until it is cooler. If the goods are required urgently and you give authorisation to ship, we are unable to accept any claims or responsibility for thawed goods if thus occurs.
- Delivery charge is NON REFUNDABLE.
- We are not able to accept claims for partially thawed goods. Your order is packed in specially designed temperature-controlled packing and with ice packs where necessary. This should keep your product cold / fully frozen. All packaging is air tight with space filler added where required. In the event of your product being partially thawed please place in the freezer as soon as possible. It is perfectly safe to refreeze any partially thawed product if it is still cold to the touch.
- Once your order has been dispatched, we are unable to change it.
- If you find anything is incorrect or damaged in your order please contact us via email THE SAME DAY it is received at your address. Please email carniraw@outlook.com with a description of what the issue is along with any photographs of outer and inner packaging any any batch codes to assist us with your claim.
- If for any reason we have a product out of stock we will contact you by phone & email to offer you alternatives. We will not replace products with an alternative without contacting you first. If for any reason we are unable to reach you, we will replace any out of stock items with the next best thing available.
- Carniraw Limited cannot be held responsible for stolen parcels that have been left at your premises on delivery, it is the customers responsibility to ensure that the location is safe. Should in the unfortunate case you find that your items have been stolen, please provide a valid police crime reference number and we may be able to investigate further.
- At least 48 hours notice is required to make any amendments to your order. If your order has already been picked and packed with regret we are unable to remove or swap anything.
- Courier deliveries must be accepted on scheduled day of delivery. If you choose a different delivery via the DPD app once the parcel has left us, please be aware that DPD are likely to destroy your parcel and we are unable to hold any responsibility for this. Making changes after we have sent your parcel means you will take full liability for any losses, damages or parcels that are destroyed.
