Terms & Conditions
Please note these terms are not the conditions of use for the Pet-ID website. Please see our website conditions of use.
1. These terms
1.1 What these terms cover
These are the terms and conditions on which we supply products to you.
1.2 Why you should read them
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss using the contact details at clause 2.2.
1.3 Are you a business customer or a consumer?
In some areas you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if
– you are an individual
– you are using our services wholly or mainly for your personal use
– you do not use our services in connection with a trade, business, craft or profession
1.4 If you are a business customer this is our entire agreement with you
If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Agreement.
2. Information about us and how to contact us
2.1 Who we are
Pet-ID Microchips Ltd, registered in England no. 08239547, registered office: The Barn, Danworth Farm, Cuckfield Road, Hurstpierpoint, BN6 9GL, registered VAT No. 153074724
2.2 How to contact us
You can contact us by calling our customer support team on 01273 837676 or by writing to us at sales@petidmicrochips.com or by completing our our online webform here.
2.3 How we may contact you
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us.
2.4 “Writing” includes emails
When we use the words “writing” or “written” in these terms, this includes emails.
3. Our contract with you
3.1 How we will accept your order
Our acceptance of your order will take place when you subscribe to our services, or we email you to accept your order, or we email you a payment receipt, at which point a contract will come into existence between you and us.
3.2 If we cannot accept your order
If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3 Your order number
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 We only sell to the UK
Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK.
4. Our products
4.1 Products may vary slightly from their pictures
The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
4.2 Product packaging may vary
The packaging of the product may vary from that shown in images on our website.
5. Your rights to make changes
5.1 If you wish to make a change to your order
Please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see 8. Your rights to end the contract).
6. Our rights to make changes
6.1 Minor changes to the products
We may change the product
a) to reflect changes in relevant laws and regulatory requirements
b) to implement minor technical adjustments and improvements, for example to address a security threat
These changes will not affect your use of the product.
6.2 Changes to these terms
In addition, we may make changes to these terms which will come into effect when they are published on our website. The terms that apply to you will be the terms that applied at the time of your order.
7. Providing the products
7.1 Delivery costs
The costs of delivery will be as
a) displayed to you on our website if you placed your order online
b) told to you over the telephone
c) set out in our brochure; or
d) told to you in the course of email exchanges
7.2 When we will provide the products
During the order process we will let you know when we will provide the products to you. We will deliver the products to you as soon as reasonably possible and in any event within 14 days after the day on which we accept your order
7.3 We are not responsible for delays outside our control
If our supply of the products is delayed by an event outside our control (including but not limited to: fire, the elements of civil commotion, strikes or lock outs, industrial dispute, shortage of raw materials or fuel, the late receipt of your specification or other necessary information, acts, orders or regulations of the Government, delay on the part of any contractor or sub-contractor or supplier or carrier) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.4 If you are not at home when the product is delivered
If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
7.5 If you do not re-arrange delivery
If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
7.6 Your legal rights if we deliver goods late
If you are a consumer, you have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply
a) we have refused to deliver the goods; or
a) delivery within the delivery deadline was essential (taking into account all relevant circumstances) and you told us so at the time of the order
7.7 When you become responsible for the goods
A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you or a carrier organised by you collect it from us.
7.8 When you own goods
You own a product which is goods once we have received payment in full.
7.9 What will happen if you do not give required information to us
We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website or in our brochure, or told to you over the telephone or during the course of email exchanges. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
7.10 Reasons we may suspend the supply of products to you
We may have to suspend the supply of a product to
a) deal with technical problems or make minor technical changes
a) update the product to reflect changes in relevant laws and regulatory requirements
a) make changes to the product as requested by you or notified by us to you (see clause 6)
7.11 Your rights if we suspend the supply of products
We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 30 days we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
7.12 We may also suspend supply of the products if you do not pay
If you do not pay us for the products when you are supposed to (see clause 14.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 14.7). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 14.6).
8. Your rights to end the contract
8.1 You can always end your contract with us
Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, when you decide to end the contract and whether you are a consumer or business customer
a) if what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 12 if you are a consumer and clause 13 if you are a business
b) if you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2
c) if you are a consumer and have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods
d) in all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see clause 8.6
8.2 Ending the contract because of something we have done or are going to do
If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are
a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6)
b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed
c) there is a risk that supply of the products may be significantly delayed because of events outside our control
d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
e) you have a legal right to end the contract because of something we have done wrong
8.3 Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013)
If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days after the day that you (or someone you nominate) receive the products and receive a refund. If your products are split into several deliveries over different days, you have until 14 days after the day you (or someone you nominate) receive the last delivery. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
8.4 Exercising your right to change your mind if you are a business
You have a right to change your mind 10 working days after you receive the goods and receive a refund. To exercise your right of cancellation, you must give written notice to Chipworks Data Ltd by email giving details of the goods ordered and date received. Notification by telephone is not acceptable. If you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to Chipworks Data Ltd at your own cost. All returned items must be in the original packaging and sent to us within 10 working days from receipt. Returned goods must be still sealed, unopened and in perfect condition. Goods that do not comply with this may not be returned. You agree to pay a restocking fee to us equivalent to 15% of the returned order.
8.5 When consumers do not have a right to change their minds
Your right as a consumer to change your mind does not apply in respect of
a) personalised and engraved items, such as pet collars and tags, unless we have made an error
b) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them
c) any products which become mixed inseparably with other items after their delivery
d) services that have been completed, even if the cancellation period is still running
8.6 Ending the contract where we are not at fault and there is no right to change your mind
Even if we are not at fault and you are not a consumer who has a right to change their mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract depending on the date on which you end the contract.
9. How to end the contract with us (including if you are a consumer who has changed their mind)
9.1 Tell us you want to end the contract.
To end the contract with us, please let us know by telephone or email. Call or write to our customer support team using the contact details at clause 2.2. Please provide your name, home address, details of the order and, where available, your telephone number and email address.
9.2 Returning products after ending the contract
If you end the contract for any reason after products have been despatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them or post them back to us at the address set out in the order. Please call or write to our customer support team using the contact details at clause 2.2 for a return label. If you are a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
9.3 When we will pay the costs of return
We will pay the costs of return
a) if the products are faulty or misdescribed
b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
c) in all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return
9.4 How we will refund you
If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.5 When we may make deduction from refunds if you are a consumer exercising your right to change your mind
If you are exercising your right to change your mind
a) we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount
b) the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option
9.6 When your refund will be made
We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then
a) if the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2
b) in all other cases, your refund will be made within 14 days of your telling us you have changed your mind
10. Our rights to end the contract
10.1 We may end the contract if you break it
We may end the contract for a product at any time by writing to you if
a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due
b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products
c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us
10.2 You must compensate us if you break the contract
If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
11. If there is a problem with the product
11.1 How to tell us about problems
If you have any questions or complaints about the product, please call or write to our customer support team using the contact details provided in clause 2.2.
12. Your rights in respect of defective products if you are a consumer
12.1 If you are a consumer we are under a legal duty to supply products that are in conformity with this contract
See below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 040506
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following
– up to 30 days – if your goods are faulty, then you can get an immediate refund
– up to six months – if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases
– up to six years – if your goods do not last a reasonable length of time you may be entitled to some money back
See also clause 8.3
If your product is services, the Consumer Rights Act 2015 says
– you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it
– if you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable
– if you haven’t agreed a time beforehand, it must be carried out within a reasonable time
12.2 Your obligation to return rejected products
If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call or write to our customer support team using the contact details provided in clause 2.2 for a return label or to arrange collection.
13. Your rights in respect of defective products if you are a business
13.1 If you are a business customer we warrant that on delivery any products which are goods shall
a) conform in all material respects with their description
b) be of satisfactory quality (within the meaning of the Sale of Goods Act 1979)
13.2 Subject to clause 13.3, if
a) you give us notice in writing within a reasonable time of discovery that a product does not comply with the warranty set out in clause 13.1
b) we are given a reasonable opportunity of examining such product; and
c) you return such product to us at our cost, we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full
13.3 We will not be liable for a product’s failure to comply with the warranty in clause 13.1 if
a) you make any further use of such product after giving a notice in accordance with clause 13.1
b) the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice
c) the defect arises as a result of us following any drawing, design or specification supplied by the Customer
d) you alter or repair the product without our written consent; or
e) the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions
13.4 Except as provided in this clause 13
we shall have no liability to you in respect of a product’s failure to comply with the warranty set out in clause 13.1.
13.5 These terms shall apply to
any repaired or replacement products supplied by us under clause 13.2.
14. Price and payment
14.1 Where to find the price for the product
The price of the product (which includes VAT) will be the price
a) indicated on the order pages if you placed your order online
b) told to you over the telephone
c) set out in our brochure; or
d) told to you in the course of email exchanges
We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 14.3 for what happens if we discover an error in the price of the product you order.
14.2 We will pass on changes in the rate of VAT
If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
14.3 What happens if we got the price wrong
It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
14.4 When you must pay and how you must pay
We accept payment by most major credit and debit cards using the Stripe payment platform. You must pay for the products before we despatch them.
14.5 Our right of set-off if you are a business customer
If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
14.6 We can charge interest if you pay late.
If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Barclays Bank Plc from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
14.7 What to do if you think an invoice is wrong
If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
15. Our responsibility for loss or damage suffered by you if you are a consumer
15.1 We are responsible to you for foreseeable loss and damage caused by us
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
15.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 12.1; and for defective products under the Consumer Protection Act 1987.
15.3 We are not liable for business losses
If you are a consumer we only supply the products for to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited as set out in clause 16.
16. Our responsibility for loss or damage suffered by you if you are a business
16.1 Nothing in these terms shall limit or exclude our liability for
a) death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable)
b) fraud or fraudulent misrepresentation
c) breach of the terms implied by section 12 of the Sale of Goods Act 1979
d) defective products under the Consumer Protection Act 1987
e) any matter in respect of which it would be unlawful for us to exclude or restrict liability
16.2 Except to the extent expressly stated in clause 13.1
all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 are excluded
16.3 Subject to clause 16.1
a) we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
b) our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for products under such contract