Policies, Terms & Conditions

This section includes:

Acceptable Use Policy, Terms of Use, Terms of Sale, and Cancellation & Returns

 

Interpretation
“We”, “us” and “our” mean Snuggle Pets. “You” and “your” mean the person using a Website under these Terms. “Goods” means the good(s) you have ordered from us using a Website and “Services” means the service(s) you have ordered from us using a Website, together, the “Products”. “Privacy Policy” means this Privacy Policy which applies to all instances of our collection and/or use of your personal data through the Website and which can be found here. “Prohibited Content” means the content set out in the Acceptable Use Policy contained within clause 4 of these Terms. “Terms” means these Terms of Use of the Website and all other documents referred to in them. “Sales Terms” means the Sales Terms and Conditions which apply to all transactions made using the Website and which can be found here. “Working days” means all days other than Saturdays, Sundays, and Public Holidays.

 

Legal

 

The content of this site is provided free of charge for information purposes only. Snuggle Pets endeavours to ensure that the information presented on the site is both true and accurate. However, Snuggle Pets, its agents and its employees will not be held responsible or liable for any errors, omissions or inaccuracies occurring within this content.

In these conditions “the company” shall mean Snuggle Pets and “you” shall mean the person, organisation, or company placing an order with the company.

The colour accuracy of the colour-way options displayed within the site will vary dependant on a number of factors and as such should be seen only as representative. As part of its process of continuous improvement, Snuggle Pets reserves the right to alter specifications and colours without notice. Consequently, products available may vary slightly in colour from that shown.

The measurements shown are approximate, and may vary +/- 5% from those shown.

 

1.    Your Access to the Website

By accessing or using any of the Website, you agree that you have read and understood to the Terms and that you agree to them. Your continued access to and/or use of any of the Website will mean that you agree to be bound by the most current version of the Terms as may be updated from time to time.

 

2.    Updates to the Terms

These Terms may be changed at any time by us. If we make any changes to the Terms we will include a notice at http://www.snugglepets.co.uk and you should then check the changes. You accept that you will have no claim for breach of contract or otherwise in respect of any such alteration. The Terms were last updated on 22/1/2017.

 

3.   Changes to the Website

You acknowledge and accept that we may from time to time alter any aspect of the Website, or any of the Products provided through the Website, as we think fit and without notice to you.

 

4.    Acceptable Use Policy

4.1.    It is a condition of use of the Website that you will not post any Prohibited Content on any bulletin board, forum or comment or review section of any Website as set out below. Prohibited Content includes (but is not limited to):

4.1.1. falsehoods or misrepresentations that could damage us or any third party;
4.1.2. content or links to Website that are unlawful, obscene, indecent, profane, defamatory, libellous, threatening, pornographic, harassing, hateful, racially or ethnically offensive, in breach of privacy or confidence or encourage such conduct and/or that would be considered a criminal offence, give rise to breach of contract, break any law, or are otherwise inappropriate;
4.1.3. any illegal or unauthorised copy of work protected by a third party’s copyright, including but not limited to providing pirated computer programmes or links to them, providing information to circumvent manufacture-installed copy-protect devices, or providing pirated music or links to pirated music files, or any encouragement to do so;
4.1.4. material that is otherwise subject to third party rights unless you have the relevant permission to use such material and publish it on the Website;   &;    4.1.5. impersonation of another person;
4.1.6. advertisements or solicitations of business; or
4.1.7. personal information about another person and/or attempts to solicit personal information from anyone.

 

 

4.2.    Any content which includes any of the content set out at clause 4.1 is Prohibited Content. We may, in our absolute discretion, deem any other Content not listed in clause 4.1 to be Prohibited Content.

4.3.    We reserve the right to investigate and take appropriate action against anyone who, in our opinion, is in breach of the Acceptable Use Policy, and in particular, provides Prohibited Content. Such action includes, but is not limited to, reporting the Prohibited Content and your details to the appropriate law enforcement agencies and removing the Prohibited Content from our Website.

4.4.    We reserve the right to suspend your account or terminate your access to the Website, if you are, in our absolute discretion, deemed to be a repeat infringer of the Acceptable Use Policy.

4.5.    If you believe that any posting or review displayed on our Website contains Prohibited Content, please notify us immediately by contacting us at admin@snugglepets.co.uk. We will consider your notification and if we consider it to be appropriate we will take all reasonable steps to remove the Prohibited Content complained about within a reasonable time.

 

5.    Downtime

5.1.    You acknowledge and accept that computer and telecommunication systems are not fault-free and may from time to time require periods of downtime (being periods during which a Website is not available to you) for the purposes of repair, maintenance and upgrading or otherwise.

5.2.    We do not guarantee uninterrupted availability of the Website, but shall make reasonable efforts to minimise any periods during which a Website is not available. You accept that you will have no claim for breach of contract or otherwise in respect of any such period of unavailability.

 

6.    Hypertext links

6.1.    The Website may incorporate links to other Website of third parties. Such links are provided for your convenience only, and their provision does not constitute an authorisation by us to you to access such third party Website, nor an endorsement of the content of such third party sites by us.

 

6.2.    You acknowledge and accept that we are not, and will not be held responsible for any damages, loss, costs or expenses arising from the use of such third party Website or products or services available through such third party Website.

 

7.    Security

We take your online privacy seriously. However, although we use appropriate encrypted security software on our Website, the security of information transmitted via the Internet cannot be guaranteed. Any losses incurred or sustained by you as a result of transmitting information by means of email or other internet link will be borne solely and exclusively by you.

 

8.    Additional rules

The Website may contain various bulletin boards, competitions and other features that are each governed by additional rules. Please read those rules, posted or linked at each feature before participating in them, as they form part of these Terms to which you agree through your continued use of this site.

 

9.    Use of the Website

9.1.    You must use the Website for lawful purposes only.

9.2.    You must comply at all times with the Acceptable Use Policy set out below.

9.3.    You must not send for display on the Website any material that is unlawful including but not limited to material which is defamatory, obscene, indecent, menacing, in breach of privacy or confidence, infringes copyright or trademark rights.

9.4.    You must not send material containing software viruses or otherwise use a Website in any way that interrupts access to it.

 

10.    Your Account

10.4.    Your registration does not in itself entitle you to purchase Products from us or use any board, forum or comment or review section of any Website and we are not obliged to accept any or all orders that you place with us, nor are we obliged to use any content that you provide to us.

 

11.    Privacy

 

By accessing or using snugglepets.co.uk website, you agree to the terms of Snuggle Pets Online Privacy Policy, as outlined below. If you do not agree to these terms, please do not access or use this website.

 

12.    Intellectual property rights

12.1.    This site contains material that is owned or licensed by Snuggle Pets. You may not copy, reproduce, upload, post, distribute, republish, retransmit, or modify in any way any of the material on this site, including computer code and software.

12.2.    All brand names, product names and titles used in the Website are trade names, and in some instances trade marks, of their respective holders. No permission is given in respect of use of any of the above, and such use may constitute an infringement of the holders’ rights.

12.3.    By posting messages, sending emails, inputting data, answering questions, uploading data or files or otherwise communicating with us through the Website (each a “Communication”), you are granting us a perpetual, non-exclusive, royalty free, unrestricted worldwide licence to use, display, sublicense, adapt, create derivative works from, transmit and copy such Communication and you waive your right to be identified as the author of such content and your right to object to derogatory treatment of it. The foregoing grant shall include the right to exploit any proprietary rights in such Communication, including but not limited to rights under trademark, copyright, service mark or patent laws in any relevant jurisdiction in any media.

 

13.    Limitations of liability

13.1.    Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence or any other liability which cannot be excluded on a point of law.

13.2.    We are providing the Website on an “AS IS, AS AVAILABLE” basis to users. You use the Website at your own risk.

13.3.    Subject to 13.1 above, we will not be liable to you for any loss or damage in circumstances where or to the extent that:

13.3.1. Neither we nor our employees or agents are in breach of a legal duty owed to you;

13.3.2. Such loss or damage is not a reasonably foreseeable result of any such breach; or

13.3.3. Any increase in loss or damage results from a breach by you of any term of these Terms.

13.4.    Except as expressly provided in these Terms and save for fraudulent misrepresentation, all conditions, representations and warranties (express or implied, statutory or otherwise) are excluded to the extent permitted by law including without limitation any implied warranties or conditions as to quality, fitness for purpose and reasonable skill and care.

13.5.    Under no circumstances, including negligence, shall we or any affiliated company or individual be held liable for any direct, indirect, incidental, special or consequential damage (including, without limitation whether for loss of profit, loss of business, lost data, viruses that may infect your computer, depletion of goodwill or otherwise), costs, expenses or other claims for economic loss (howsoever caused) which arise out of or in connection with these Terms or your use of the Website generally.

13.6.    We further do not warrant that the Website or the products and materials contained on such Website are error free, or that errors will be corrected, or that this site or the server from which it is run is free of viruses or other potentially harmful codes.

 

14.    Indemnity

You agree to defend, indemnify and hold us and any affiliated company or individual harmless from any and all liabilities, costs and expenses, including reasonable legal fees, related to any violation of these Terms by you or your authorised users, or in connection with the use of the Website or the Internet or the placement or transmission of any message or information on the Website by you or your authorised users.

 

15.    General

15.1.    Our failure to insist upon the strict performance of any of your obligations under the Terms will not be construed as a waiver and will not affect our rights to require strict performance of such obligations.

15.2.    If any provision of the Terms or part thereof is found to be invalid or unenforceable, the invalidity or unenforceability of such provision or part will not affect any other provision or the remainder of the provision in which such invalid or unenforceable part is contained, which will remain in full force and effect.

15.3.    All notices will be in writing and maybe served by either party on the other by hand or by first class pre-paid post. The address for service, in the case of a notice from you to us, is specified at the bottom of this page and, in the case of a notice from us to you, will be the address stated on your order.

15.4.    Nothing in these Terms which form the agreement between you and us will give nor is intended to give rights to any third party under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

15.5.    The Website may provide links to the Website and services of third parties. Such links are provided for your convenience only, and their provision does not constitute or imply control of or an endorsement of the content of such third party Website by us. You acknowledge that the use of such third party Website is governed by the terms and conditions of use as applicable to such Website.

15.6.    These Terms are governed by and construed in accordance with English law and the parties will submit to exclusive jurisdiction of the English courts.

15.7.    Neither we nor our affiliates make any representation that materials on the Website are appropriate or available for use in locations outside the United Kingdom, and accessing them from territories where their contents are illegal is prohibited. Those who choose to access the Website from other locations do so under their own initiative and are responsible for compliance with local laws.

 

16.    Termination

These Terms may be terminated by use at any time without notice. In this event of termination, you are no longer authorised to have access to the site and all limitations on our liability and on your use of our material shall survive. These Terms, along with the Sales Terms and any additional rules or conditions referred to herein and the Privacy Policy constitute the entire agreements and understanding between you and us as to your use of the Website superseding all prior or contemporaneous communications and/or proposals.

 

17.    Comments on how we may improve our service to you

We aim to provide outstanding customer service. If you have any comments about the service you have received from us, please contact us at the email address below.

 

18.    Contact Us

 

For comments relating to the content of the Website generally, please email us at admin@snugglepets.co.uk

For service of legal notices our details are as follows:

Snuggle Pets & Co, Unit 1a, Eagle Trading Estate, Stourbridge Road, Halesowen, West Midlands, B63 3UA.

 

Acceptable Use Policys

1.1.    It is a condition of use of the Website that you will not post any Prohibited Content on any bulletin board, forum or comment or review section of any Website as set out below. Prohibited Content includes (but is not limited to):

1.1.1.    falsehoods or misrepresentations that could damage us or any third party;

1.1.2.    content or links to Website that are unlawful, obscene, indecent, profane, defamatory, libellous, threatening, pornographic, harassing, hateful, racially or ethnically offensive, in breach of privacy or confidence or encourage such conduct and/or that would be considered a criminal offence, give rise to breach of contract, break any law, or are otherwise inappropriate;

1.1.3.    any illegal or unauthorised copy of work protected by a third party’s copyright, including but not limited to providing pirated computer programmes or links to them, providing information to circumvent manufacture-installed copy-protect devices, or providing pirated music or links to pirated music files, or any encouragement to do so;

1.1.4.    material that is otherwise subject to third party rights unless you have the relevant permission to use such material and publish it on the Website;

1.1.5.    impersonation of another person;

1.1.6.    advertisements or solicitations of business; or

1.1.7.    personal information about another person and/or attempts to solicit personal information from anyone.

1.2.    Any content which includes any of the content set out at clause 1.1 is Prohibited Content. We may, in our absolute discretion, deem any other Content not listed in clause 1.1 to be Prohibited Content.

1.3.    We reserve the right to investigate and take appropriate action against anyone who, in our opinion, is in breach of the Acceptable Use Policy, and in particular, provides Prohibited Content. Such action includes, but is not limited to, reporting the Prohibited Content and your details to the appropriate law enforcement agencies and removing the Prohibited Content from our Website.

1.4.    We reserve the right to suspend your account or terminate your access to the Website, if you are, in our absolute discretion, deemed to be a repeat infringer of the Acceptable Use Policy.

1.5.    If you believe that any posting or review displayed on our Website contains Prohibited Content, please notify us immediately by contacting us atadmin@snugglepets.co.uk. We will consider your notification and if we consider it to be appropriate we will take all reasonable steps to remove the Prohibited Content complained about within a reasonable time.

 

TERMS OF SALE

1.   These Sales Terms

By placing any order for Goods and/or Services on the Website you agree to be bound by the most current version of the Sales Terms as may be updated from time to time. Both the Terms and the Sales Terms will apply to any transaction in relation to any Product.

 

2.    Updates to the Terms

These Sales Terms may be changed at any time by us. If we make any changes to the Sales Terms we will include a notice at http://www.snugglepets.co.uk and you should then check the changes. You accept that you will have no claim for breach of contract or otherwise in respect of any such alteration. The Sales Terms were last updated on 22/1/2017.

 

3.    Formation of contract

3.1.    All orders for Products are offers by you to purchase and accepted only when you receive a confirmation email from us to the effect that your order has been processed and your Products have been dispatched. This will form a contract, which incorporates these terms and conditions, between you and us (“Contract”).

3.2.    Where the use of the Products is stated to be subject to any instructions or warnings, they are supplied on the condition that such instructions or warnings will be strictly adhered to.

 

4.   Prices

4.1.    All prices for the Products are inclusive of any taxes and delivery charges.

4.2.    The price of an item is the price on the day of your order. We try to ensure that all prices on display on the Website are accurate but the price on your order will need to be validated by us prior to processing your order. Where a Product’s correct price is higher than the price stated on your order we will contact you to let you know the correct price and give you the opportunity of reconfirming your order or cancelling before we dispatch the Products.

4.3.    All Products are subject to availability. Where stock has run out or Products cannot for some reason be dispatched, we will contact you by email to inform you of this and give you a likely delivery date for within 14 days. If it is not possible to deliver within 14 days, we will not accept that part of your order. Where these Products are part of a larger order, we will process and dispatch the available Products to you in the normal manner in accordance with these Sales Terms.

 

5.    Payment

5.1.    Payments are accepted via Credit or Debit Card

5.2.    Payments by cash or cheque will also be accepted but no goods dispatched until these have been received. Cheques should be made payable to ‘Snuggle Pets’

5.3.    All product prices and delivery charges are shown in UK pounds sterling. Payment in pounds sterling only is accepted.

5.4.    If your payment is not authorised, we will cancel your order (and notify you that we have done so) and you must return the goods to us (if you have already received them) at your own expense. The goods remain our property until you have paid for them.

5.5.    If payment is made by cheque and it is rejected by your bank, you will incur a charge of £15 to cover bank charges levied and costs of notification.

 

6.    Privacy

By accessing or using snugglepets.co.uk website, you agree to the terms of Snuggle Pets Online Privacy Policy, as outlined below. If you do not agree to these terms, please do not access or use this website.

 

7.    Delivery of Goods

Any delivery rates shown relate to mainland UK only. We aim to ensure our orders are dispatched within 48 hours but occasionally delivery may take up to 14 days. Should you require your order for a specific date please ensure that this is noted on your order.

Delivery shall occur when the company or its carrier arrive at the address given to the company at time of order. Every effort will be made by the company to deliver goods within the period specified by the company, however such dates will not constitute part of the contract.

The company can accept no responsibility in the event that goods are left as instructed by you without your presence at the time of delivery.

If you fail to accept delivery of goods when delivered the company reserves the right to attempt delivery of the goods at a later date and to invoice you a further delivery charge.

Risk of damage to or loss of the goods shall pass to you upon leaving our premises. Delivery insurance up to a maximum of £25 is included for all deliveries. You may purchase additional cover at extra cost. Please contact us for details.

Once goods have been signed for, you must notify us of any shortages within 48 hours of receipt. We cannot be held liable for shortages from any order if you do not notify us within this period. You can notify us via email to admin@snugglepets.co.uk.

Any order placed where a delivery address is not within the mainland UK will be subject to a surcharge. (This may not always be shown at checkout, however we will make contact with any affected customers prior to shipping their order to agree and take payment for this charge.)

 

8.    Delivery of Services

8.1.    Services will be provided to you at our premises as ordered. You will receive an email notifying you of confirmation of your order and confirming price and appointment times.

8.2.    If we are unable to perform the whole or part of these Sales Terms due to any cause or event beyond our reasonable control we may, at our option, by notice in writing to you, cancel or suspend these Sales Terms in whole or in part without liability and without prejudice to our rights to receive payment of the price for all Services previously received by you.

 

9.    Orders of Products to and from Overseas

9.1.    There may be a territorial restriction on our ability to deliver Products and we will inform you accordingly. It is your responsibility to provide us with a full and accurate delivery address (including country).

9.2.    The provisions of clauses 8 above apply also to overseas sales of Goods (but not Services).

9.3.    When ordering Goods for delivery overseas you may be subject to import duties and taxes, which are levied once the Goods reach the specified destination. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information.

9.4.    When ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the Goods. You are responsible for notifying your local customs office of your purchase. Please be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

 

10.    Risk/Title

10.1.    The Products are at your risk from the time of dispatch from our premises.

10.2.    Ownership of the Products does not pass to you until we have received in full (cash or cleared funds) all sums due in respect of:

10.2.1.    the Products; and

10.2.2.    all other sums which are or become due to the us from you on any account.

 

11.    Security

We take your online privacy seriously. However, although we use appropriate encrypted security software on our Website, the security of any payments transmitted and processed via the Internet cannot be guaranteed. Any losses incurred or sustained by you as a result of transmitting information by means of e-mail or other internet link will be borne solely and exclusively by you.

 

12.    Representations and Warranties

Our employees and agents are not authorised to make any representations or give any warranty concerning the Products unless these are confirmed in writing by us. In entering into the Contract you acknowledge that you do not rely on and waive any claim for any breach of any representation or warranty which is not so confirmed.

 

13.    Limitations of liability

13.1.    Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence or any other liability which cannot be excluded on a point of law.

13.2.    We are providing the Website on an “AS IS, AS AVAILABLE” basis to users. You use the Website at your own risk.

13.3.    Subject to 13.1 above, we will not be liable to you for any loss or damage in circumstances where or to the extent that:

13.3.1.    neither we nor our employees or agents are in breach of a legal duty owed to you;

13.3.2.    such loss or damage is not a reasonably foreseeable result of any such breach; or

13.3.3.    any increase in loss or damage results from a breach by you of any of these Terms.

13.4.    Except as expressly provided in these Terms and save for fraudulent misrepresentation, all conditions, representations and warranties (express or implied, statutory or otherwise) are excluded to the extent permitted by law including without limitation any implied warranties or conditions as to quality, fitness for purpose and reasonable skill and care.

13.5.    Under no circumstances, including negligence, shall we or any affiliated company or individual be held liable for any direct, indirect, incidental, special or consequential damage (including, without limitation whether for loss of profit, loss of business, lost data, viruses that may infect your computer, depletion of goodwill or otherwise), costs, expenses or other claims for economic loss (howsoever caused) which arise out of or in connection with these Terms or your use of the Website generally.

13.6.    We further do not warrant that the Website or the products and materials contained on such Website are error free, or that errors will be corrected, or that this site or the server from which it is run is free of viruses or other potentially harmful codes.

 

14.    Indemnity

You agree to defend, indemnify and hold us and any affiliated company or individual harmless from any and all liabilities, costs and expenses, including reasonable legal fees, related to any violation of these Sales Terms by you or your authorised users, or in connection with the use of the Website or the Internet or the placement or transmission of any message or information on the Website by you or your authorised users.

 

15.    General

15.1.    From time to time we may make special offers available to you. These are available for limited periods only and any time period specified for such offers can be amended at any time without prior notification.

15.2.    Our failure to insist upon the strict performance of any of your obligations under the Sales Terms will not be construed as a waiver and will not affect our rights to require strict performance of such obligations.

15.3.    If any provision of the Sales Terms or part thereof is found to be invalid or unenforceable, the invalidity or unenforceability of such provision or part will not affect any other provision or the remainder of the provision in which such invalid or unenforceable part is contained, which will remain in full force and effect.

15.4.    All notices will be in writing and maybe served by either party on the other by hand or by first class pre-paid post. The address for service, in the case of a notice from you to us, is specified at the bottom of this page and, in the case of a notice from us to you, will be the address stated on your order.

15.5.    Nothing in these Sales Terms which form the agreement between you and us will give nor is intended to give rights to any third party under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

15.6.    The Website may provide links to the Website and services of third parties. Such links are provided for your convenience only, and their provision does not constitute or imply control of or an endorsement of the content of such third party Website by us. You acknowledge that the use of such third party Website is governed by the terms and conditions of use as applicable to such Website.

15.7.    These Sales Terms are governed by and construed in accordance with English law and the parties will submit to the exclusive jurisdiction of the English courts.

15.8.    either we nor our affiliates make any representation that materials on the Website are appropriate or available for use in locations outside the United Kingdom, and accessing them from territories where their contents are illegal is prohibited. Those who choose to access the Website from other locations do so under their own initiative and are responsible for compliance with local laws.

 

16.    Comments on how we may improve our service to you

We aim to provide outstanding customer service. If you have any comments about the service you have received from us, please email us at julia@snugglepets.co.uk.

 

17.    Contact us

For service of legal notices our details are as follows:

Snuggle Pets, Unit 1a, Eagle Trading Estate, Stourbridge Road, Halesowen, West Midlands, B63 3UA

 

CANCELLATION & RETURNS

This returns policy applies to consumer (i.e. non-business customer) purchases only and does not affect your statutory rights:

1.   If you wish to cancel any order you may do so at any time before the order is shipped. All notices of cancellation must be given to the company in writing. Tailor Made / Bespoke items can not be cancelled after an item has gone into production.

2.   In the event that you cancel an order after shipping, you must inform the company in writing within 7 days. Tailor Made / Bespoke items can not be cancelled. You must contact us to obtain a Return Authorisation Number (RAN) No goods will be accepted back without an RAN. The goods must then be returned at your own expense to the company within 10 days of your notice to cancel your order. This will be at your expense and you will not be entitled to a refund of the original delivery charge. The company will be entitled to charge you (an equivalent amount to the original delivery charge) for this collection. These conditions will still apply in the event of any discount/special offer applied to delivery charges. You may also be liable for a £15.00 restocking charge. Goods MUST be returned unused, free from dog hair, dirt or saliva and have all tags and labels attached. You will not be entitled to free postage on any goods sent out in exchange. A £3.95 fee is payable from you for postage out of any items sent in exchange. Full details and instructions of how to return an item can be found on the back of your invoice.

3.   The company will not be liable for any costs incurred in the return of cancelled orders. The goods will not be deemed to have been returned until notification is given by the company that the goods have been returned to the address advised by the company.

4.   It is your responsibility to return all goods in the same condition as they were upon delivery, with all tags intact, free from dog hair and saliva, and any dirt. The company reserves the right to deduct from the refund any charges necessary for the repair or cleaning of any goods returned not in the same condition as upon delivery, and you may also be liable for a £15.00 restocking/handling fee. You are advised to retain the original packaging in the event of you cancelling an order. The company retains the right to charge for any necessary packaging/re-packaging.

5.   The company shall be entitled to recover all costs, loss, charges and expenses incurred in connection with goods returned not saleable as new.

6.   We are sorry that we cannot refund postage costs. All costs of returns are the responsibility of the customer, unless an error has been made by ourselves.

7.   Additionally there may be a re-stocking charge to cover the original cost of shipping to you and for the handling of the item in our warehouse. This charge will be £5.00.

8.   Should the product prove to be faulty or the wrong item has been delivered, we will not charge a handling fee provided the item is returned as new within a 10-day period.

9.  Snuggle Pets ‘s return policy does not extend to products shipped outside of mainland UK, or to Tailor Made / Bespoke items.

10.   This does not affect your Statutory Rights.

 

Work-related violence, abuse and unacceptable behaviour Policy

1. Purpose of this policy

1.1 The purpose of this policy is to set out our company’s policy and procedures to prevent, manage and respond to work-related violence.

1.2 Management supports this policy and we will not tolerate any instances of work-related violence, including verbal abuse, to our staff.

1.3No member of staff will be blamed for an instance of work-related violence caused by a customer or member of the public.

1.4 All employees have the right to be treated with consideration, dignity and respect.

1.5 This policy applies to all staff working on our premises, including volunteers, interns, door supervisors, contractors and delivery personnel.

 

2. Aims and Objectives

2.1. We believe that all correspondents and complainants have the right to be heard, understood and respected. We also believe that our staff have the same rights.

 

3.Definition of work-related violence, abuse and unacceptable behaviour

3.1. We will define work-related violence and abuse as: any incident in which an employee is abused, threatened or assaulted by a member of the public in circumstances arising out of the course of their employment.

3.2. Unacceptable behaviour includes behaviour which is abusive, offensive or threatening and may include: Using abusive, threatening or foul language on the telephone or face to face; sending multiple emails, leaving multiple voicemails.

 

4.Aggressive or abusive behaviour

4.1 We understand that sometimes people can feel hurt, frustrated and angry. If those feelings escalate into aggression towards our staff, we consider that unacceptable.

4.2 Violence towards or abuse of our staff will never be tolerated.

4.3 Violence and aggression are not restricted to acts which cause or threaten physical harm. They also include behaviour or language (whether oral or written) that may cause staff to feel afraid, threatened or abused. Examples of such behaviour include swearing, threats, personal verbal abuse, derogatory remarks and rudeness. Inflammatory statements and unsubstantiated allegations can also be abusive behaviour. Statements do not need to be made directly to a member of staff or expressly address or name them to be abusive or threatening. Even statements made outside the work environment, or directed towards friends or family of a staff member, may constitute unacceptable actions in the terms of this policy, on which the company will act. It is the overall context of the behaviour that is important.

 

5. Unreasonable demands

5.1 People can make unreasonable demands on our resources by the nature and scale of the service they expect. Examples of such behaviour include repeatedly demanding responses within an unreasonable time-scale, placing unreasonable conditions on staff, insisting on seeing or speaking to a particular member of staff even when it isn’t possible, refusing to accept that the company cannot provide a particular service or action a particular issue, or repeatedly changing the exact nature of the complaint or issue they are raising or raising unrelated concerns.

5.2 These kinds of behaviour can detract from the service we can offer to others placing a significant burden on the organisation. Dealing with such behaviour requires a disproportionate amount of time and diverts an unreasonable proportion of our financial and human resources. What amounts to unreasonable demands will always depend on the circumstances surrounding the behaviour.

 

6 Unreasonable persistence

6.1 Sometimes an individual will contact us repeatedly about the same issue or closely related issues. Their manner in these contacts may be quite reasonable in itself, but the persistence of their approach is not – they take up a disproportionate amount of time or resources in exchanges that are unproductive to us and ultimately to themselves.

6.2 Sometimes this persistence will take the form of serial complaining – lodging complaints about the handling of complaints, often across different platforms (email, telephone, letter, Facebook, Twitter etc.). The defining characteristic is the persistence of approaches over time.

6.3 The company has the right to assess whether that persistence has reaches the point of disrupting our ability to undertake our work, or is amounting to harassment or unreasonable treatment of our staff.

7. Managing Unacceptable Actions

7.1 We will aim to ensure that a person is warned immediately if their actions are tending towards unacceptable, and what will follow if they persist. We will do so in a way calculated to defuse the situation, and the aim will be to bring the tone of communication back to a more reasonable level.

7.2 We will not tolerate any threat or use of physical violence against, or verbal abuse or harassment of, our staff. Such actions may be reported to the police, and will always be reported if physical violence is used or threatened.

7.3 Where we receive correspondence or a communication that is abusive towards staff, gratuitously offensive, or which makes clearly unreasonable demands, we will not deal with that communication, and will inform the correspondent of that fact. We will also warn the correspondent that if they continue to use such language that we will consider terminating all contact.