TERMS & CONDITIONS

This website is operated and owned by Cranford Animal Supplies Limited (T/A Cranford Pet Supplies) of Cranford Cross Farm, Great Torrington, Devon EX38 7LA. As a user of www.cranfordpet.co.uk you acknowledge that the use of this website, including transactions made, is/are subject to our terms and conditions. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at hello@cranfordPet.co.uk or 078420216908. A summary of our details... We are a UK registered company. Our registered name is Cranford Animal Supplies Limited. Our registered address is Cranford Cross Farm, Great Torrington, Devon EX38 7LA. Our company registration number is: 13545966. Our VAT number is: 426 2126 25 1 About these Terms and Conditions 1.1 In these terms and conditions “we”, “us”, “our” and “Cranford Pet Supplies” mean Cranford Animal Supplies Limited. “You” means you as a user and customer of www.cranfordpet.co.uk. 1.2 These terms and conditions constitute the contract between us and you for the use of this website and the supply of Products and Services. No other terms and conditions shall apply unless we agree to vary it in writing or by email. 2 General 2.1 As a user of this website you should be aware that Cranford Pet Supplies holds the right to change these terms & conditions at any point and recommend that you read them every time that you use the website. 2.2 Upon visiting this website you confirm that you have the authority to bind yourself and/or any business that you represent to these terms and conditions. 2.3 When registration is required to use a service on this site you agree to provide complete and accurate information. An approved login name and password should be used at all times when applicable. 2.4 You are responsible for the safety of your password and personal details and are encouraged not to share these details with anyone. Passwords must NOT be divulged to anyone else. You accept responsibility for all activities occurring under your account and password. If you are concerned for the safety of your account then you must inform us immediately. 2.5 If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected. 2.6 Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Cranford Animal Supplies Limited, Cranford Cross Farm, Great Torrington, Devon EX38 7LA. 3 Order Acceptance & Delivery 3.1 Upon completing a transaction you will be sent an email acknowledging your order to the email address provided by you. This email will detail the products you have ordered. To avoid doubt this email does not constitute an order confirmation nor order acceptance. 3.2 By placing an Order, you make an offer to us to purchase the Products you have selected based on these terms and conditions. We hold the right to decline your offer at our discretion if necessary. 3.3 Your order will have been accepted only when we dispatch to you the products that you have ordered. 3.4 We will make reasonable efforts to deliver goods within the timescales that are estimated on this website. Delays are occasionally inevitable due to factors out of our control and Cranford Animal Supplies Limited shall not be liable for any delay or failure to deliver products within the estimated timescales. 3.5 We will deliver your products to the address shown on your order details email. However, we hold the right to cancel your order if we are unable to deliver to the address. 3.6 Title to and risk of loss of your order will pass to you upon delivery of the products to the address you gave and stated on your order details. Any damages or missing items MUST be notified to the courier upon delivery. 3.7 If you (the customer) request, with us or in direct contact with our courier, the parcel(s) to be left at the property without a signature then title to and risk of loss passes to you upon delivery. 3.8 Our delivery charges are set out on the “Shipping & Delivery” tab in the Terms & Conditions link at the footer of each page. 3.9 Claims for missing parcels must be made within 28 days of the despatch of the parcel. If you (the customer) do not contact us within this period, we will be unable to investigate/replace/refund the order. 4 Payment 4.1 Your products will only be delivered when we have received full payment and complete and accurate information for delivery has been given. 4.2 For the protection of both you and us we will sometimes validate personal information given to us during the order process with third-party organisations. By submitting these details, you agree to these checks and all data will be treated in accordance with the Data Protection Act 1998. 4.3 A great effort is made to ensure prices listed on the website are correct, however, errors may sometimes occur. If we discover that an error in the price of goods that you have ordered has occurred we will contact you as soon as reasonably possible and you will be given the option to pay the correct amount or cancel your order and be given a full refund. If we cannot contact you using the information provided by you then we will treat the order as cancelled. 4.4 If you purchase an item listed as in stock on the website and when processed we find that it is currently out of stock you will be contacted as soon as reasonably possible by email or phone. You will be given the option to cancel your order or wait until the item returns to stock at which point it will be dispatched to you. 4.5 All prices are inclusive of VAT. 4.6 All legal disputes related to card processing are handled under UK Law. 5 Returns Policy 5.1 Please see our “Returns, Exchange and Refund Policy” page linked at the footer of each page for guidelines and our returns form. 5.2 Most of our products offer a 12-month guarantee from the date of receipt, provided they are used in accordance with the manufacturer’s recommendations. We hold the right, if necessary, to return products to the manufacturer for their assessments/comments. Please allow 30 days for an exchange or refund in these circumstances. This is in addition to your statutory rights. 5.3 We are unable to handle and inspect returned items unless they are clean and dry due to Health and Safety regulations. This is in particular reference to horse clothing and footwear. This clause is in accordance with the Health and Safety at Work Act 1974. 5.4 Under the Distance Selling Regulations you have the legal right to cancel your order within seven days of receipt of your goods (with the exception of any made-to-order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty. However, you will need to notify us if you wish to cancel your contract. 5.5 You cannot cancel your contract if you have removed any sealed packaging on a product or purchased goods that are non-returnable. Non-returnable items will be stated on their respective product pages. Confirmed Non-returnable items include: Personalised or Special Order items, Riding Hats, Underwear, CD’s, DVD’s, Video’s and Computer Software. 5.6 If you have received the goods before you cancel your contract then (unless, under clause 5.5, for which you do not have a right to cancel) you must send the goods back to our contact address at your own cost and risk together with the completed returns form (available to download and print on our “Returns, Exchange and Refund Policy” page linked at the footer of each page). If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible. 5.7 Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. On receipt of the goods and after inspection we will credit you the amount you paid for the goods. 5.8 When refunding the cost of delivery only the basic cost of delivery will be refunded. This means that any enhanced delivery options chosen by the customer, e.g. Next Day Delivery, will not be refunded. This is in line with current regulations. 5.9 Goods returned must be returned in the condition they were received in. This includes all packaging which must be intact and complete, ready for resale. Items must be returned with protective packaging and tape. Labels or glue must not be applied directly to product packaging as this will result in damage that affects resell. We hold the right to deduct the costs of these damages from the amount to be re-credited to you. 5.10 Non-faulty items must be returned OR we must be notified of their despatch for return within 14 days of their arrival to the customer. If we are notified within the first 14 days, the customer has another 14 days for the product to arrive back to us. If we receive an item after these periods, we hold the right to withhold a refund and the customer would be responsible for paying postage costs for the item to be returned to them. 6 Our Liability 6.1 These terms and conditions set out the full extent of our obligations and liabilities in respect of the supply of the Products (and performance of telephone support) and the performance of any Services. 6.2 Nothing in the Terms and conditions shall limit or exclude our liability 6.2.1 for death or personal injury caused by our negligence or 6.2.2 for fraud or 6.2.3 any breach of the obligations implied by applicable compulsory national laws as to title or 6.2.4 any liability which cannot be excluded by law. 6.3 Subject to clause 6.2 we will not be liable under the Contract between us and you for any loss of income, loss of profits, loss of contracts, loss of data or for any indirect or consequential loss or damage of any kind whatsoever arising and whether caused by tort (including negligence), breach of contract or otherwise. 6.4 Subject to clause 6.2 our maximum aggregate liability under the Contract shall in no circumstances exceed the amount payable by you to us in respect of the Product(s) and/or Services. 6.5 Cranford Pet Supplies will make reasonable attempts to ensure the accuracy of any information or data on this website is correct but makes no representation, warranty of any kind expressed or implied, or otherwise regarding the content, availability of the website, fixing of defects, that it will be timely or error-free, or that the site or server that it is hosted on is free of viruses or harmful content. 6.6 Cranford Pet Supplies will not be responsible or liable for any loss of material uploaded or sent through the website and accepts no liability for any loss or damages caused by the action taken on the website or in reliance of the information contained on the site. 6.7 We will take all reasonable precautions to keep the details of your order and payment secure, but unless we are negligent, we cannot be held responsible or liable for any losses caused as a result of unauthorised access to the information you provided. 6.8 As a consumer, you may have statutory rights which may be in addition to the rights set out in these terms and conditions, and information about these statutory rights may be obtained from citizen’s advice organisations. No provisions of clause 6 affect your statutory rights as a consumer. In addition, this clause does not affect your right to return the Products as per clause 5. 6.9 The material on this website is provided for general information only and does not constitute advice on which you should rely. You should not use the information on the website to make any decisions or take any action without seeking professional or specialist advice. 6.10 This website may contain links to other websites. Cranford Pet Supplies is not responsible for the practices of other websites and does not necessarily endorse the material found on them. 6.11 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase. 6.12 If you do not receive goods ordered within 30 days of the date on which you ordered them, we will have no liability to you unless you notify us in writing at our contact address of the problem within 60 days of the date on which you ordered the goods (unless this is not reasonably practicable). 7 Ownership of rights 7.1 You agree to acknowledge that all copyright, trademarks, content, material, and data made available to you as part of your use of this website are owned by us or our licensors. You may only use this material with express permission from an authorised member of our staff or our licensors. 7.2 You acknowledge that the download and use of material and/or content may only be used for the purpose of using this website. Any other use of content is strictly prohibited, and you agree not to copy, plagiarise, use illegally, reproduce, lift, publish, exploit, display, or distribute the content on this website. 7.3 All rights, including copyright, in this website are owned by or licensed to Cranford Animal Supplies Limited. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose. 7.4 You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. 7.5 The website to which you are linking must comply in all respects with the content standards set out in our Acceptable Use Policy (available on request by writing to our registered company address). 7.6 We reserve the right to withdraw linking permission without notice. 8 Promotional Voucher Codes 8.1 From time to time Promotional Voucher codes will be issued in promotions at the discretion of Cranford Pet Supplies. These codes will only be valid for website sales and will only be accepted by phone or online unless otherwise stated. 8.2 Only one promotional code is redeemable per transaction unless otherwise stated. 8.3 Promotional Codes have no cash redemption value and are not transferrable or assignable. Unless otherwise stated Promotional Codes may not be used in conjunction with any other promotion or special offer. 8.4 Promotional Codes may not be used to discount the purchase of Gift Vouchers. Gift Vouchers will be issued at the price paid for them. So if a £20 Gift Voucher was purchased with a £5 discount a £15 Gift Voucher would be sent to the customer. 8.5 We hold the right to decline the use of vouchers or codes if we believe it to have not met clauses 8.1, 8.2, 8.3 or 8.4. 9 Privacy Policy and Third party rights 9.1 You acknowledge and agree to be bound by the terms of our privacy policy. 9.2 Nothing in this Agreement is intended to, nor shall it confer any rights on a third party. 9.3 For full information on our Privacy Policy visit these pages (linked in the footer of every page: Privacy Policy and Cookies. 10 Law, Jurisdiction and language 10.1 This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. 10.2 All contracts are concluded in English. 11 Customer Rewards (“Pawprints” Loyalty Scheme) 11.1 We may permanently or temporarily terminate or suspend your access to the service without notice and liability for any reason, including if in our sole determination, you violate any provision of these Terms or any applicable law or regulations. 11.2 You may discontinue use and request to cancel your account and/or any services at any time. Notwithstanding anything to the contrary in the foregoing, with respect to automatically renewed subscriptions to paid services, such subscriptions will be discontinued only upon the expiration of the respective period for which you have already made payment 11.3 Customer Pawprints Rewards Points will expire after 12 months of inactivity on an account. 11.4 Cranford Pet Supplies reserve the right to terminate and cancel the balance of points on the customer’s accounts at any point and no payment or compensation will be reimbursed. 11.5 You may only have one customer loyalty account per person. If we believe 2 accounts to have the same owner we hold the right to delete one of the accounts. We will contact you before doing so. 12 Third Party Links & Resources On Our Site 12.1 Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources.

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile. ​ When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only. ​ We collect such Non-personal and Personal Information for the following purposes: To provide and operate the Services; To provide our Users with ongoing customer assistance and technical support; To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages; To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services; To comply with any applicable laws and regulations. ​ Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall. All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. ​ We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail. ​ We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. ​ If you would like to access, correct, amend or delete any personal information we have about you, or you don’t want us to process your data anymore, please contact us at: hello@cranfordpet.co.uk or send us mail to: Cranford Animal Supplies Ltd, Cranford Cross Farm, Great Torrington, Devon EX38 7LA. ​ Full Company Legal Entity Details: Cranford Animal Supplies Limited Company number: 13545966 VAT Number: 426 2126 25 Registered Company address: Cranford Cross Farm, St Giles, Great Torrington, Devon EX38 7LA

A "cookie" is a piece of information that is stored on your computer's hard drive and which records how you move your way around a website so that, when you revisit that website, it can present tailored options based on the information stored about your last visit. Cookies can also be used to analyse traffic and for advertising and marketing purposes. They cannot be used to identify you personally. ​ Cookies are used by nearly all websites and do not harm your system. ​ If you want to check or change what types of cookies you accept, this can usually be altered within your browser settings. You can block cookies at any time by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site. ​ For further information on your consent to cookies and how to revoke them, please click here: https://allaboutcookies.org/ ​ Cookies used by Cranford Equestrian ​ When we provide services, we want to make them easy, useful and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, your computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally. ​ These pieces of information are used to improve services for you through, for example: recognising that you may already have given a username and password so you don't need to do it for every web page requested measuring how many people are using services, so they can be made easier to use and there's enough capacity to ensure they are fast analysing anonymised data to help us understand how people interact with our services so we can make them better ​ There are two types of cookie you may encounter when using Cranford Equestrian : First-party cookies: these are our own cookies, controlled by us and used to provide information about the usage of our site. Third-party cookies: these are cookies found in other companies' internet tools which we are using to enhance our site, for example, Google, Facebook, Instagram or Twitter have their own cookies, which are controlled by them. ​ First-Party Cookies​ Third-Party Cookies We use a number of suppliers who may also set cookies on their websites on their behalf. Cranford Equestrian does not control the dissemination of these cookies. You should check the third-party websites for more information about these. ​ Google Analytics: These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. They do not contain any personally identifiable information. For further information on how Google may use your data to personalise ads for you, please click the following link: https://policies.google.com/technologies/partner-sites Meta: These cookies are used to collect information about how visitors use our site, which Meta (Facebook, Instagram, or WhatsApp) platform they have reached us from and the pages they visit. We use this information to compile reports, improve how we communicate with visitors to our site on Meta platforms, and to help us improve our site. Further information on how Meta collect and use these cookies can be found by clicking on this link: https://www.facebook.com/privacy/policies/cookies ​ To opt out of Cookies when using various web browsers please see the following links: ​ Cookie settings in Firefox Cookie settings in Internet Explorer Cookie settings in Google Chrome Cookie settings in Safari (OS X) Cookie settings in Safari (iOS) Cookie settings in Android ​ Full Company Legal Entity Details Cranford Animal Supplies Limited Company number: 13545966 VAT Number: 426 2126 25 Registered Company address: Cranford Cross Farm, St Giles, Great Torrington, Devon EX38 7LA

Cranford Animal Supplies Limited Company number: 13545966 VAT Number: 426 2126 25 Registered Company address: Cranford Cross Farm, St Giles, Great Torrington, Devon EX38 7LA

We accept that sometimes you may need to cancel your order after you’ve placed it or reduce the quantity of an item you’ve ordered. You can do this from the moment you place the order until 14 days after the day that you receive it. However as we process our orders as soon as they are placed, you may not catch your order in time as we will already have started to process it. If we have started to do this, this means that you simply need to follow our Return Process instead, i.e. wait until it is delivered to you and then return the unwanted items to us. See the heading 'Returns, Exchange and Refund Policy' below, for how to do that.

If you want to add an additional product or increase the quantity of a product on your order, you will need to place a new order. If you want to change the delivery address, remove or reduce the quantity of a product on your order, please contact the Cranford Pet Supplies Customer Services Team by email to hello@cranfordpet.co.uk or call us on 07842 216908 during the opening hours (Mon-Fri 08.30 - 17.00, Saturday 08.30 - 12.00). Please ensure that you have your order number to hand along with the date that you placed the order as this will help us deal with your query more efficiently.

If there is something that you are looking for and you cannot see it listed on our website, but would like us to order it especially for you, please drop us an email on hello@cranfordpet.co.uk or call on 07842 216908 to arrange a special order item.

Exchanges If you would like to return a purchased item to us in exchange for another item you can do so provided the item you wish to exchange for, is of the same or higher value than the returning item. If the value of the item you wish to exchange for is higher, then you will be required to pay the difference in the value. Please email hello@cranfordpet.co.uk and our Returns team will be happy to arrange this. You can return the item to us using the DPD Local drop off service. To find a shop local to you please use the DPD local shop finder service. You can choose to use your own courier / postal service should you wish to but we will not refund the cost of return postage. Items for exchange must be returned to us in their original condition, from when it was purchased, including product tags and any product packaging that was supplied with it. We reserve the right to refuse an exchange request if the item is not returned in its original condition or shows evidence of use. Refunds If you would like to return your item to us for a refund, please email hello@cranfordpet.co.uk stating the reason why you no longer wish to keep the item(s) within 28 days of your order date, quoting your order number and with a copy of your receipt (digital/email). You can return the item to us using the DPD Local drop off service. To find a shop local to you please use the DPD local shop finder service. You can choose to use your own courier / postal service should you wish to but we will not refund or reimburse the cost of the return postage, unless the item(s) was/were defective or the item received was not the item ordered. Items for refund must be returned to us in their original condition, from when it was purchased, including product tags and any product packaging that was supplied with it. We reserve the right to refuse an exchange request if the item is not returned in its original condition or shows evidence of use.

Cranford Animal Supplies Limited Company number: 13545966 VAT Number: 426 2126 25 Registered Company address: Cranford Cross Farm, St Giles, Great Torrington, Devon EX38 7LA

Local Delivery We are pleased to be able offer a Local Delivery service for customers within 5km of EX38 7LA, especially useful for feed, forage and bedding and is free on all orders over £75. Delivery should be within 1-2 working days of your order date. If for any reason your order cannot be dispatched on or before the second day, a member of our team will contact you. Standard Delivery We aim to process and dispatch all items ordered on Standard Delivery within 3-5 working days of order date. Orders will be sent via either Yodel (Pay2Go), Royal Mail, or DPD Local with full tracking. If for any reason your order cannot be dispatched on or before the fifth day, a member of our team will contact you. ​ Express Delivery For faster dispatch choose Express Delivery which provides delivery to you on the following working day after dispatch. With Express Delivery your order will be dispatched within 2 working days. Orders will be sent via either Yodel (Pay2Go), Royal Mail, or DPD Local with full tracking. Delivery may take 2-4 working days, so if your requirement for an item is very urgent please contact us to check stock and delivery options.

If your order status says 'Unfulfilled', this means your order has not yet been dispatched from our warehouse. You will receive a confirmation email from us when your order is shipped to you. As with our Standard Delivery, all parcels are delivered by Yodel (Pay2Go), Royal Mail or DPD Local giving you confidence that they will arrive in good time and good condition. Every order we send out is tracked which means you can rest assured knowing your order will be delivered securely to you. When you receive your tracking code from us, keep an eye out for updates from our courier about the delivery time for your parcel.

If you give us an incorrect or incomplete address, or our courier returns your parcel to us because you don't collect it after they leave a card with you, we will unfortunately have to charge you to send the item out to you a second time. This charge will vary according to the weight and value of your order.

We pride ourselves that we will not charge you extra to deliver to outlying postcodes. However, delivery to such postcodes, including Northern Ireland and outlying parts of the UK mainland, may take longer. We'll let you know by email if this is the case for your order. If you have any questions, please email us at hello@cranfordpet.co.uk or give us a call on 07842 216908.

Currently we are shipping to the UK Mainland only. We will update this section as and when that situation changes.

Cranford Animal Supplies Limited Company number: 13545966 VAT Number: 426 2126 25 Registered Company address: Cranford Cross Farm, St Giles, Great Torrington, Devon EX38 7LA