Scruffs® Terms & Conditions
Welcome to the petslovescruffs.com website terms and conditions for use. These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you may not use or access this Website. Before you place an order, if you have any questions relating to these terms and conditions please contact us by e-mail sales@petslovescruffs.co.uk, or call us on +44 (0)161 702 5060 between 9am-5pm Mon-Fri.
SUMMARY
1. Definitions
2. Product Details
3. Price of the Products
4. Enquiries
5. Order Acceptance and Payment
6. Our Right to Cancel
7. Delivery
8. Right of Cancellation
9. Warranties and Refunds
10. Returns Procedure
11. Use of Website
12. Liability
13. Notices, Enquiries and Complaints
14. Intellectual Property
15. General
16. Privacy Policy & Website Cookies
17. Scruffs Competitions & Discounts 2024 Terms and Conditions
18. Scruffs Survey Results
19. Scruffs & Tails.com Black Friday 2021
1. Definitions
2. Product Details
3. Price of the Products
3.1. Subject to the provisions of clauses 3.4 and 3.5 the Price of the Products will be as stated on our Website at the time you submit your order.
3.2. Prices stated on the Website include VAT for the item(s) but not the cost of delivery and insurance during freight as that cost is dependent upon the value of the item(s) purchased and so is advised in addition to the Prices stated.
3.3. All Products must be paid for in full before being dispatched.
3.4. The price of the products stated on our website may vary due to factors outside Scruffs® control, or if there is a delay between the time of the order and you receiving your Order Confirmation. In these circumstances you will be entitled to cancel your order if the price increase is not acceptable to you.
3.5. Without prejudice to clauses 3.4 or 6.1.1, if we discover an error in the price of the Products offered we will contact you to resolve the situation.
4. Enquiries
4.1. By making an Enquiry you are under no obligation to purchase any Product but you agree to be bound by these Terms and our Privacy Policy.
5. Order Acceptance and Payment
5.1. Before your order can be accepted, we must receive in cleared funds, or confirmation of authorisation of payment (where a credit card is used) the purchase price specified in full (without any deduction).
5.2. When we receive your order we will send you an acknowledgement of its receipt. Once payment has been received by us in accordance with clause 5.1 we will confirm that your order has been accepted by sending an Order Confirmation to you at the e-mail address you provide. When we send you this Order Confirmation a legally binding contract exists between us.
5.3. You must pay for the Products you order by using any method currently specified on the Website, which may include without limitation;
5.4. In the event that payment for an order is not received; or you are not fully entitled to use your nominated credit, debit or charge card; or such card has insufficient funds to cover the price of the Products then:
5.4.1. Scruffs® may contact you allowing you to make payment in full within a specified time period by the same or another means; or
5.4.2. Scruffs® may at its sole discretion cancel your order in which case Scruffs® shall return any monies received from you within 30 days of receipt of such monies to your nominated account and Scruffs® shall be entitled to deduct an administration fee to cover any expenses incurred by Scruffs® in doing so;
5.4.3. you agree that in any event that Scruffs® shall have no liability to you for any loss, damage, costs, expenses or other claims that you may incur.
5.6. You agree to indemnify Scruffs® in full against all costs and outgoings incurred by us in obtaining payments from you in the event a failed payment occurs.
6. Our Right to Cancel
6.1. We reserve the right to cancel your order if:
6.1.1. after receiving your order and before we send you your Order Confirmation, we become aware of a pricing error in respect of the Product you have ordered, we reserve the right to withdraw the Product from sale and inform you accordingly; or
6.1.2. a Force Majeure Event occurs.
6.2. If we do cancel your order we will notify you by e-mail and will offer an alternative replacement Product or refund to you any amounts paid to us as soon as possible and in any event within 30 days of your order.
6.3. We shall not be liable to you for any loss, damage, costs expenses or claims that you may incur, for orders cancelled by us before we send your Order Confirmation.
6.4. This clause 6 does not affect your statutory rights as a consumer, nor does it affect your contract cancellation rights.
7. Delivery
7.1. We reserve the right to charge for and fulfill partial orders where the Order Confirmation consists of multiple items.
7.2. Delivery will be made to the address specified in the Order Confirmation.
7.3. You will become the owner of the Products you have ordered when they have been delivered to you. Once the Products have been delivered to you they will be held at your own risk and we shall not be liable for their loss or destruction.
7.4 If you receive a partially opened or damaged parcel you should check the parcel upon receipt to ensure all items ordered are present and in a satisfactory condition. Please report any missing or damaged items to us immediately by emailing our customer service team at sales@petslovescruffs.com.
8. Right of Cancellation
8.1. You will be entitled to cancel your order by written notice to us by following the procedure in clause 10. You do not need to give us any reason for cancelling your order nor will you have to pay any penalty. This policy is in accordance with the Consumer Protection (Distance Selling) Regulations 2000.
9. Warranties and Refunds
9.1. Subject to the following provisions of this clause 9.1, we warrant that the Products will be of satisfactory quality. The aforementioned warranty is given by Scruffs® subject to the following condition save that it is acknowledged that your statutory rights are not affected:
9.1.1. Scruffs® shall be under no liability to the customer for any loss, damage, costs, expenses or other claims in respect of: (a) any defect arising from wilful damage, negligence, failure to follow instructions for the use of the Products (whether oral or in writing); (b) misuse or alteration of the Products without our approval; (c) arising from any Customer Material supplied by you which is incomplete, inaccurate, illegible, out of sequence or in the wrong form, or any other fault of the Customer.
9.2. Scruffs® products should meet or exceed your expectations. However, in the event that you are dissatisfied with your order, the Products delivered to you are incomplete or you have received incorrect Products, we shall have no liability to you unless you notify Scruffs® of the problem AS SOON AS IS REASONABLY POSSIBLE of the Products in question. For the purposes of efficiency we advise you to contact our customer service team at sales@petslovescruffs.com.
9.3. If you notify a problem to us under clause 9.2 or we have committed a breach of the warranty at clause 9.1 our only obligation will be (to be determined at your option and subject always to your statutory rights):
9.3.1. We may offer you an alternate Product free of charge within 60 days of notification provided that that the original Product is returned to us in accordance with clause 10; or
9.3.2. We will arrange with you for the Products to be returned to us in accordance with clause 10, and we shall refund the price paid.
10. Returns Procedure
10.1.1. Please contact our customers service team at sales@petslovescruffs.com to obtain a returns authorisation number before sending the Product(s) back;
10.1.2. secure the Product(s) and all of the original packing materials, packing slip, in a plainly wrapped cardboard box (the post office has these available if you do not);
10.1.3. clearly print your name and address on the outside of the package in the senders details area and mail the package to:
Scruffs®
Cornbrook
2 Brindley Road
Old Trafford
Manchester
M16 9HQ
Conditions of Return
10.1.5. Returns are simple, but are subject to certain rules:
(a) you shall be liable for the cost incurred in returning Products to us and we shall not be obliged to accept any Product returned if such costs have not been paid in full;
(b) each item must be returned in the same condition as it was sent, unworn and undamaged. Damaged goods due to your negligence will not be accepted for refund;
10.2 Subject to the conditions in clause 10.1 Scruffs® will refund the full cost of the item. Refunds will be made in the same form as the original purchase.
10.3 All requests will be processed after we have inspected and verified the condition of the Products. Returns take approximately five business days to process upon receipt of the item.
11. Use of the Website
11.1. You agree to use the Website only for lawful purposes and in a way that does not infringe the rights of, restrict or inhibit anyone else’s use and enjoyment of the Website. Prohibited behaviour includes harassing or causing distress or inconvenience to any person, transmitting obscene or offensive content or disrupting the normal flow of dialogue within the Website.
11.2. Where Scruffs® provides any information in relation to the Products supplied to it by a third party, Scruffs® does not give any warranty, guarantee as to its accuracy or otherwise and shall have no liability to the Customer for any losses arising as a result thereof.
11.3. Scruffs® does not warrant that functions contained in the Website content will be uninterrupted or error free, that defects will be corrected, or that Scruffs® or the server that makes it available are free of viruses or bugs. We shall have no liability for any direct, indirect, special or consequential loss arising out of the use of or the inability to use this Website including (without limitation) reliance on any information or content of the website or which results from mistakes, omissions, interruptions, deletions of files or emails, defects, viruses or delays in operation or transmission.
11.4. The information on the Website may contain technical inaccuracies or typographical errors and may be changed or updated without notice. Scruffs® may also make improvements and/or changes to the Website at any time without notice.
11.5. Any information we receive from you will be dealt with in accordance with our Privacy Policy.
11.6. Certain links in this Website connect to other websites maintained by third parties over whom we have no control. We make no representations as to the accuracy or any other aspect of information contained in other websites.
12. Liability
12.1. Nothing in these Terms will limit our liability for death or personal injury resulting from our negligence or that of our employees or agents. If you are a consumer (within the meaning of the Unfair Contract Terms Act 1977) the content of these Terms will not affect your statutory rights. If you are not a consumer then subject as provided in clause 9.1, all other warranties, conditions or other terms, whether implied by statute common law or otherwise, are excluded to the fullest extent permitted by law.
12.2. Where Scruffs® provides any information in relation to the Products supplied to it by a third party, Scruffs® does not give any warranty, guarantee as to its accuracy or otherwise and shall have no liability to the Customer for any losses arising as a result thereof.
12.3. In the event that we are unable or fail to deliver the Products ordered within any time period specified, we will use reasonable endeavours to contact you in order to re-schedule the delivery time.
12.4. We will not be in breach of contract as a result of any Force Majeure Event.
12.5. IN ANY EVENT, THE LIABILITY OF SCRUFFS® FOR ANY BREACH OR THE AGGREGATE LIABILITY FOR ANY SERIES OF BREACHES UNDER OR IN CONNECTION WITH THESE TERMS SHALL NOT EXCEED THE VALUE OF THE RELEVANT ORDER PLACED BY YOU FROM TIME TO TIME.
12.6. Scruffs® shall have no liability for loss of profit or for any indirect, special or consequential loss of damage, costs, expenses or other claims for compensation whatsoever arising out of or in connection with the supply or non-supply of the Products (including any delay in supplying the Products) or their use or resale by you. Other than as set out in clause 9.2, the entire liability of Scruffs® arising out of any order for Products from you will be limited to the total price of the Products ordered by you.
12.7. You must observe and comply with all applicable regulations and legislation, including all necessary customs, import or other permits to purchase Products from our Website. The importation or exportation of our Products may be prohibited by certain national laws. We make no representation and accept no liability in respect of the import or export of the Products you purchase.
13. Notices, Enquiries and Complaints
13.1. Any notices, enquiries or complaints should be:
13.1.1. e-mailed to sales@petslovescruffs.co.uk;
13.1.2. addressed to customer services faxed to +44 (0)161 799 5843: or
13.1.3. sent by post to:
Scruffs®
Cornbrook
2 Brindley Road
Old Trafford
Manchester
M16 9HQ
14. Intellectual Property
14.1. The entire content of the Website, including all copyright, trademarks and other intellectual property rights it contains, including the use of the name "Scruffs®" is the sole property of Scruffs® or our licensors. You are permitted to copy, transmit and to use such material only for the purpose of ordering Products from the Website, but you not are entitled to copy, reproduce, transmit, display in public, create derivative works from or otherwise commercially exploit such material.
14.2. All intellectual property rights in the Products (subject to the rights of any third party) belong to Scruffs®.
14.3. You warrant that all Customer Material provided to us will not be defamatory or infringe the copyright or other rights of any third party, and you shall indemnify Scruffs® against any loss, damages, costs, expenses or other claims arising out of any such infringement.
15. General
15.1. These Terms govern the contract to the exclusion of all other terms and conditions stipulated in any other communication or document unless expressly agreed in writing by Scruffs®.
15.2. Scruffs® reserves the right to vary the content of these Terms from time to time, with any changes being published on the Website. However, such variations will not affect any Contract between Scruffs® and you. Continued use of the Website, or any of its services will signify that you agree to any such changes.
15.3. We may correct any typographical, clerical or other error or omission in any information on the Website or in any email or other document or communication issued by Scruffs® without incurring any liability on our part.
15.4. If any clause or part of a clause in these Terms is held by any Court of competent authority to be unlawful, invalid or unenforceable, such clause or part shall be severed and the remaining provisions of these Terms shall remain in full force and effect.
15.5. These Terms, together with our Website prices, delivery details, contact details and privacy policy set out the whole of our agreement relating to the supply of the Products by us. Nothing said by any sales person on our behalf should be understood as a variation of these Terms or as an authorised representation about the nature or quality of any Products offered for sale by us. Save for fraud or fraudulent misrepresentation or any statutory obligation, we shall have no liability for any such representation being untrue or misleading.
15.6. The contract between you and Scruffs® shall be governed by English law and you and Scruffs® submit to the exclusive jurisdiction of the English Courts.
15.7 Scruffs® reserves the right to transfer, assign, novate or sub-contract the benefit of the whole or any part of any of its rights or obligations under these Terms.
15.8 These Terms do not create or confer any rights or benefits enforceable by any person that is not a party within the meaning of the Contracts (Rights of Third Parties) Act 1999.
This policy specifies what personal data we collect, why we collect it, what we do with it and the choices you have, including how to access and update information.
Who we are
Richecopains Distribution Ltd t/a Scruffs is a company registered in England and Wales (Company registration number: 5466556)
Information we collect
We collect personal information about you when you visit our website, or if you communicate with us by phone, e-mail, via social media or instore.
We collect: personal details such as your name, address, date of birth, email address, phone number and other contact information along with transaction information, such as the product you purchased, its price, your method of payment and your payment details.
How we use your personal information
When we're required to enter into a contract with you
We use your personal information to process your orders and payments or to give you a refund.
Where you have provided consent
We use email to communicate with you about our products, promotions, competitions or events, where you tick a box.
Where there is a Legitimate Interest
As a Company we are required to process your personal data in order to carry out certain tasks in our business. In such cases, processing of personal data can be justified on grounds of legitimate interest.
When we're required to comply with our Legal Obligation
We'll use your personal information to comply with our legal obligations including:
- To identify you when you contact us
- To verify the accuracy of data that we hold about you
- To assist HMRC and/or the Police and/or other regulatory bodies in relation to an investigation by a public authority.
Where it is in your Vital Interest
In certain circumstances it is in your vital interests for us to process your personal information. We may need to contact you if there are any urgent safety or product recall notices or where we otherwise reasonably believe that the processing of your personal information will prevent or reduce any potential harm to you.
Who we share information with
Within our business
We share personal information within the company and will not disclose the information except as provided in this privacy policy.
Our service providers
We work with partners so they can process your personal information on our behalf and only where they meet our standards on the processing of data and security. We only share information that helps them provide their services to us or to help them provide their services to you.
Other organisations and individuals
We may transfer your personal information to other organisations in certain scenarios. For example:
- If required to by law, under any code of practice by which we are bound or we're asked to do so by a public or regulatory authority such as the Police or the Department for Work and Pensions
- Information may also be shared with fraud prevention agencies to prevent fraudulent claims
- If we need to do so in order to exercise or protect our legal rights, users, systems and services
- In response to requests from individuals (or their representatives) seeking to protect their legal rights or the rights of others.
- With emergency services (if you make an emergency call), including your approximate location
How long we keep your personal information
We can only keep your personal data for as long as necessary for the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
The precise length of time we hold your personal data for varies depending on the individual circumstances, but in determining the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
We regularly review our retention periods to ensure that we are not keeping your data for longer than necessary. Details of retention periods for different aspects of your personal data are available by contacting us.
We do not retain personal information in an identifiable format for longer than is necessary.
Your rights
Access to Information held about you
You have the right to request what personal information we hold about you. If any of the personal information we hold about you is inaccurate or out of date, you may ask us to correct it.
Right to stop or limit our processing of your data
You have the right to object to us processing your personal information if we’re not entitled to use it any more, to have your information deleted if we are keeping it too long or have its processing restricted in certain circumstances.
Where we rely on our legitimate interests, as set out under 'How we use your personal information', you may object to us using it for these purposes. If we agree that your objection is justified in accordance with your rights under data protection laws, we’ll permanently stop using your data for those purposes. Otherwise we’ll provide you with our justification as to why we need to continue using your data.
You can ask us to restrict the use of your personal information if:
- It isn't accurate.
- It has been used unlawfully but you don't want us to delete it.
- It's not relevant any more, but you want us to keep it for use in legal claims.
- You’ve already asked us to stop using your data but you’re waiting for us to tell you if we’re allowed to keep on using it.
Please note that we may be required by law to retain certain information. Before we are able to provide you with any information or correct any inaccuracies, we may ask you provide other details and proof of identity and/or address to help us respond to your request.
Opting out of Direct marketing
If you have previously opted in, we won't send you further marketing messages if you tell us not to. You can click onto the "unsubscribe" link in any communication that we send to you by email which will automatically unsubscribe you from that type of communication. You can also contact us directly.
Please note that it may take up to 30 days to process your request.
Third party websites
Our website contains links to other websites run by other organisations which we do not control. This policy does not apply to those other websites so we encourage you to read their privacy statements.
Website cookies
We use cookies to collect information. Cookies are small data files which are placed on your computer or other devices as you browse this website. They are used to ‘remember’ when your computer or device accesses our website. Cookies are essential for the effective operation of our website and to help you shop with us online. They are also used to tailor the products and services offered and advertised to you, both on our website and elsewhere.
Some cookies collect information about browsing and purchasing behaviour when you access this website with the same computer or device. This includes information about pages viewed, products purchased and your journey around a website. We don't use cookies to collect or record information on your name, address or other contact details. Brooklyn Trading can use cookies to monitor your browsing and purchasing behaviour.
The main purposes for which cookies are used are:
- For technical purposes essential to effective operation of our websites, particularly in relation to on-line transactions and site navigation.
- For us to market to you, particularly web banner advertisements and targeted updates.
- To let us collect information about your browsing and shopping patterns, including to monitor the success of campaigns, competitions etc. This depends on which cookies you disable, but in general the website may not operate properly if cookies are switched off. If you only disable third party cookies, you will not be prevented from making purchases on our sites. If you disable all cookies, you won’t be able to complete a purchase on our sites.
Contact Us
If you have a question or a complaint about this policy, the way your personal information is handled, please contact us by one of the following means:
By email: sales@petslovescruffs.com
By post:
Richecopains Distribution Limited, Cornbrook, 2 Brindley Road, Manchester M16 9HQ
Complaining to the Data Protection Regulator
You have the right to complain to the Information Commissioners Office (ICO) if you are concerned about the way we have processed your personal information. Please visit the ICO's website for further details at: https://ico.org.uk
Changes to this Policy
We may review this policy from time to time and any changes will be notified to you by posting an updated version on our website and/or by contacting you by email.
17. Scruffs Competitions & Discounts 2024 Terms and Conditions
For all of the latest information and terms and conditions for our competitions and discounts click here.
18. Scruffs Survey Results
We sent out a survey to customers via email, social and our website in May 2021. The results of these can be found referenced to across our site including but not limited to:
- Question asked: Would you recommend Scruffs to a friend, yes or no? Results: 98.5% responded 'Yes'.
19. Scruffs & Tails.com Black Friday 2021
Offer only for new tails.com customers. 80% off your first box. tails.com is a subscription service, delivering tailormade food to your door every month. You're always in control through your online account. Tell us about your dog and we'll create a unique tailored kibble recipe. Add treats and wet food for texture, training or just general rewarding! T's & C's apply. Discount code shared following purchase at www.petslovescruffs.com. Minimum spend at www.petslovescruffs.com applies.