TERMS AND CONDITIONS
Welcome to Innopet! We are excited to show our range of premium pet mobility products to you, so that you and your pet can push boundaries and adventure together again!
| Our contact details are:
InnoPet B.V Phone number: +44 7700 137 950 Geographical address: Overijsselhaven 3-3A, Nieuwegein, Utrecht, Netherlands Email address: support@innopet.nl |
1 Introduction
This website (Site) is operated by a company established in Netherlands with Chamber of Commerce number 85943339 (we, our or us). These terms and conditions (Terms) are between us and you, the person placing an order for products (Products) through the Site.
This Site is for our mainland United Kingdom customers. If you are visiting from outside the United Kingdom, please visit our website: innopet.nl.
2 Use of the Site
(a) You accept these Terms by placing an order via the Site.
(b) You must not use the Site and/or place an order for Products through the Site unless you are at least 16 years old.
(c) When using the Site, you must not do or attempt to do anything that is unlawful or inappropriate, including:
(1) anything that would constitute a breach of an individual’s privacy (including uploading private or personal data without an individual’s consent) or any other legal rights;
(2) using the Site to defame, harass, threaten, menace or offend any person;
(3) using the Site for unlawful purposes;
(4) interfering with any user of the Site;
(5) tampering with or modifying the Site (including by transmitting viruses and using trojan horses);
(6) using the Site to send unsolicited electronic messages;
(7) using data mining, robots, screen scraping or similar data gathering and extraction tools on the Site; or
(8) facilitating or assisting a third party to do any of the above acts.
(d) All personal data that you give to us will be treated in accordance with our privacy policy. You can find our privacy policy at [insert link].
3 Accounts
(a) You may purchase the Products from us without an account or you may choose to create an account with us which allows you to review your order history.
(b) You must ensure that any personal data you give to us when creating an account is accurate and up-to-date.
(c) It is your responsibility to keep your account details confidential. You are responsible for all activity on your account, including purchases made using your account details.
4 Orders
(a) You may order Products from us as set out on the Site. If you place an order for Products on our Site, you are making an order to purchase the Product(s) for the price listed on the Site (including the delivery fees or other applicable charges and VAT).
(b) It is your responsibility to check the order details, including selected Products, delivery details and pricing, before you submit your order through the Site. Once you submit an order successfully on the Site, a binding agreement is formed for the supply of Products to you in accordance with these Terms.
(c) When you order and pay on the Site and your payment has been validated, we will provide you with an order confirmation email, which may include an order number, the delivery and billing addresses and a description of what was ordered.
(d) All purchases made through the Site are subject to availability. We do our best to keep Products in stock and to keep the Site up to date with the availability of Products.
(e) We may cancel, at any time before delivery and for whatever reason, an order that we have previously accepted, including where there is a considerable delay in dispatching your order, if for any reason we cannot supply the Products you order (for example for an event beyond our reasonable control) or if the Products ordered were subject to an error on our Site (for example they were out of stock or in relation to a description, price or image). We will contact you using the details you provided when you placed your order.
5 Price and payments
(a) You must pay us the purchase price of each Product you order, plus any applicable delivery costs as set out on the Site (the Price) in accordance with this clause. All amounts are stated in pounds, being the currency of the UK from time to time, and are inclusive of value added tax (or any equivalent tax in the UK) (VAT), (where applicable).
(b) You must pay the Price upfront using one of the methods set out on the Site.
(c) You must not pay, or attempt to pay, the Price by fraudulent or unlawful means. If you make a payment by debit card or credit card, you warrant that you are authorised to use the debit card or credit card to make the payment.
(d) The payment methods we offer are set out on the Site. We may offer payment through a third-party provider for example, buy-now-pay-later providers, such as Klarna. You acknowledge and agree that we have no control over the actions of the third-party provider, and your use of the third-party payment method may be subject to additional terms and conditions. We do not store any credit card details, and all payment information is collected and stored through our third-party payment processor.
(e) We may, from time to time, issue promotional discount codes for certain Products on the Site. To claim the discount, you must enter the promotional discount code at the time of submitting your order through the Site. The conditions of use relating to promotional discount codes will be set out on the Site. We may also from time to time run competitions on the Site or on social media. These competitions are subject to terms and conditions which will be made available on the Site at the time of the competition.
6 Supply of the Products
In consideration of your payment of the Price, we will provide the Products in accordance with these Terms and all applicable laws, whether ourselves or through our personnel.
7 Delivery, title and risk
(a) We will deliver the Products to the delivery address you provide when making your order. We currently deliver to mainland United Kingdom. Please refer to the delivery information on the Site to ensure you are in our delivery area. If you are not in our delivery area, please contact us to discuss delivery options.
(b) The price for delivery will be set out at checkout, based on your delivery address and the value of your order.
(c) If you place your order by 2pm UK time, we normally dispatch Products from our UK hub on the same day. For orders made after 2pm UK time, we will aim to dispatch your Products on the next working day. Whilst we will do our best to dispatch and deliver the Products to you within the timeframes set out on the Site, any dispatch timeframes and delivery periods displayed on the Site are estimates only.
(d) We deliver the products using a range of delivery methods. You may need to sign for some deliveries. If neither you nor your authorised representative is at the delivery address to accept delivery, you agree that we may leave the Products at your premises.
(e) Risk in the Products will pass to you when the Products have come into your physical possession, except where you have arranged for delivery by a carrier (not named as an option by us) yourself, in which case, risk in the Products will pass to you on delivery to the carrier.
8 Change of mind returns
(a) We offer refunds of Products for change of mind in accordance with this clause 8.
(b) You have 30 days after the day you (or someone you nominate) receive the Products, to change your mind and return the Products, subject to you fulfilling the conditions set out below.
(c) Where the Products are split into several deliveries over different days, you have until 30 days after the day you receive (or someone you nominate receives) the last delivery, to change your mind.
(d) When you don’t have the right to change your mind: You do not have a right to change your mind in respect of:
(1) Products where you have removed hygiene seals, where these are unsealed after delivery;
(2) Products you have damaged, or that are no longer in their original condition (including where you have cut tags off); or
(3) any Products which become mixed inseparably with other items after their delivery.
(4) When you used the product, we do not accept used products.
(e) Tell us you want to cancel these Terms: If you want to cancel or terminate these Terms and request a change of mind return, you should email us using the contact details at the start of these Terms.
9 Returning Products to us
(a) Returning Products after you cancel these Terms: If you cancel these Terms for any reason after the Products have been dispatched to you, you must return them to us (unless we agree to collect them, in which case, we will charge you the direct cost to us of collection). You should contact our customer service team at the contact details at the top of these Terms to initiate a return.
(b) If you are exercising your right to change your mind under clause 8 you must send the Products back to us within 14 days of telling us you wish to cancel these Terms.
(c) Costs of return: You must cover the costs of returning the Products to us, except in the following circumstances, where we will pay the costs of return:
(1) if the Products are faulty or misdescribed; or
(2) 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.
(d) Deductions from refunds if you are exercising your right to change your mind: If you are exercising your right to change your mind and returning goods to us, we may reduce your refund of the Price (excluding delivery costs) to reflect any reduction in the value of the Products, if this has been caused by your mishandling. If we refund you the Price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(e) When your refund will be made: We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind under clause 8 and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the relevant Products back from you.
10 Limitations on and exclusions to our liability
(a) The restrictions on liability in this clause 10 apply to every liability arising under or in connection with these Terms including liability in statute, contract, equity, tort (including negligence), misrepresentation, restitution, indemnity or otherwise.
(b) Nothing in these Terms limits any liability which cannot legally be limited, including liability for:
(1) death or personal injury caused by negligence;
(2) fraud or fraudulent misrepresentation; and
(3) defective products under the Consumer Protection Act 1987.
(c) Subject to clause 10(b) (liability which cannot legally be limited), but despite anything to the contrary, to the maximum extent permitted by law:
(1) we only supply the Products for domestic and private use to consumers. Where you are a consumer and you use the Products for any commercial, business or re-sale purpose we will have no liability to you for liability involving any loss of profit, loss of business, business interruption, or loss of business opportunity;
(2) if either Party fails to comply with these Terms, neither Party will be responsible for any losses that the other Party suffers as a result, except for those losses which are a foreseeable consequence of the failure to comply with these Terms;
(3) a party’s liability for any liability under these Terms will be reduced proportionately to the extent the relevant liability was caused or contributed to by the acts or omissions of the other party, including any failure by that other party to mitigate its loss; and
(4) and without limiting your right to cancel these Terms under clause 8, we will not be liable for, and you waive and release us from and against any liability caused or contributed to by, arising from or connected with any event or circumstance which is beyond our reasonable control including but not limited to, acts of God including fire, hurricane, typhoon, earthquake, landslide, tsunami, mudslide or other catastrophic natural disaster, civil riot, civil rebellion, revolution, terrorism, insurrection, militarily usurped power, act of sabotage, act of a public enemy, war (whether declared or not) or other like hostilities, ionising radiation, contamination by radioactivity, nuclear, chemical or biological contamination, any widespread illness, quarantine or government sanctioned ordinance or shutdown, pandemic (including COVID-19 and any variations or mutations to this disease or illness) or epidemic.
11 Intellectual property
(a) All intellectual property (including copyright) developed, adapted, modified or created by us or our personnel (including in connection with the Terms, any content on the Site, and the Products) (Our Intellectual Property) will at all times vest, or remain vested, in us.
(b) We authorise you to use Our Intellectual Property solely for your own personal, non-commercial use, and in the manner in which it was intended to be used.
(c) You must not use Our Intellectual Property for commercial purposes, including, for example, to advertise your own business, for re-sale, or for any other revenue generation activity.
(d) You must not, without our prior written consent:
(1) copy (in whole or in part) any of Our Intellectual Property;
(2) reproduce, retransmit, distribute, disseminate, sell, publish, broadcast or circulate any of Our Intellectual Property to any third party; or
(3) breach any intellectual property rights connected with the Site or the products..
(e) Nothing in the above clause restricts your ability to publish, post or repost Our Intellectual Property on your social media page or blog, provided that:
(1) you do not assert that you are the owner of Our Intellectual Property;
(2) unless explicitly agreed by us in writing, you do not assert that you are endorsed or approved by us;
(3) you do not damage or take advantage of our reputation, including in a manner that is illegal, unfair, misleading or deceptive; and
(4) you comply with all other terms of these Terms.
12 Content you upload
(a) We encourage you to interact with the Site and with us on social media! You may be permitted to post, upload, publish, submit or transmit relevant information and content (User Content) on the Site. We may run campaigns via the Site and via social media that encourage you to post User Content on social media using specific hashtags (#) (Tag).
(b) If you make any User Content available on or through the Site, including on social media using a Tag, you grant to us a worldwide, irrevocable, perpetual, non-exclusive, transferable, royalty-free licence to use the User Content, with the right to use, view, copy, adapt, modify, distribute, license, transfer, communicate, publicly display, publicly perform, transmit, stream, broadcast, access, or otherwise exploit such User Content on, through or by means of the Site and our social media platforms. You may request that any of your User Content is removed from the Site or social media by sending us an email to the address at the end of these Terms. We will endeavour to action any removal requests within a reasonable time.
(c) You agree that you are solely responsible for all User Content that you make available on or through the Site, including on social media using a Tag. You represent and warrant that:
(1) you have all rights, licences, consents and releases that are necessary to grant to us the rights in such User Content (as contemplated by these Terms); and
(2) neither the User Content nor the posting, uploading, publication, submission or transmission of the User Content or our use of the User Content on, through or by means of our Site (including on social media) will infringe a third party’s rights (including intellectual property rights, or rights of publicity or privacy) or breach any applicable law or regulation.
(d) We do not endorse or approve, and are not responsible for, any User Content. We may, at any time (at our sole discretion), remove any User Content.
13 General
(a) Contracts (Rights of Third Parties) Act 1999: Notwithstanding any other provision of these Terms, nothing in these Terms confers or is intended to confer any right to enforce any of its terms on any person who is not a party to it.
(b) Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to The Centre for Effective Dispute Resolution via their website at https://www.cedr.com/. The Centre for Effective Dispute Resolution will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings. Where you are a consumer, if you are not happy with how we have handled any complaint, you may wish to resolve the situation through alternative dispute resolution. This is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You may contact the alternative dispute resolution provider we use. You can submit a complaint to The Centre for Effective Dispute Resolution via their website at https://www.cedr.com/. The Centre for Effective Dispute Resolution will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings. Where you are not a consumer, neither party may commence court proceedings relating to any dispute arising from, or in connection with, these Terms without first meeting with the other party to seek (in good faith) to resolve that dispute (unless that party is seeking urgent interlocutory relief or the dispute relates to compliance with this clause).
(c) Notices: Any notice given under these Terms must be in writing addressed to us at the details set out below or to you at the details provided when you submitted your order or in your account. Any notice may be sent by standard post or email, and will be deemed to have been served on the expiry of 48 hours in the case of post, or at the time of transmission in the case of transmission by email.
(d) Feedback and complaints: We are always looking to improve our services. If you have any feedback or a complaint, please notify us on our contact details below and we will take reasonable steps to address any concerns you have.
(e) Assignment: You must not assign any rights or obligations under these Terms, whether in whole or in part, without our prior written consent.
(f) Entire agreement: Subject to your consumer law rights, these Terms contain the entire understanding and agreement between you and us in respect of their subject matter. Each Party agrees that it will have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these Terms.
(g) Amendment: We may, at any time and at our discretion, vary these Terms by publishing varied terms on the Site. Prior to placing an order, we recommend you carefully read the terms that are in effect at that time to ensure you understand and agree to them. For any order that has been accepted by us, the terms and conditions that apply will be the ones that were in effect (and which you agreed to) when you placed your order.
(h) Governing law: These Terms are governed by the laws of England and Wales. Each Party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts operating in England and Wales and any courts entitled to hear appeals from those courts and waives any right to object to proceedings being brought in those courts. The Site may be accessed in the UK and overseas. We make no representation that the Site complies with the laws (including intellectual property laws) of any country outside of the UK. If you access the Site from outside the UK, you do so at your own risk and are responsible for complying with the laws in the place you access the Site.
(i) Product Warranty: We may offer a product warranty for some Products, as set out on our website at [insert link].
Last update: 11 October 2024
ATTACHMENT 1 – MODEL CANCELLATION FORM
(Complete and return this form only if you wish to withdraw from the contract)
To [TRADER’S NAME, ADDRESS, TELEPHONE NUMBER AND, WHERE AVAILABLE, FAX NUMBER AND E-MAIL ADDRESS TO BE INSERTED BY THE TRADER]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate
© Crown copyright 2013.
INNOPET UK PRODUCT WARRANTY
In this Warranty:
- We provide this Warranty to you in addition to any rights or remedies you have under the Consumer Rights Act 2015 and/or any other applicable consumer law (Consumer Law Rights). This Warranty does not replace or limit any remedy you have pursuant to your Consumer Law Rights, which you may exercise free of charge. You can get more information about your Consumer Law Rights at Citizens Advice.
- Your Consumer Law Rights may extend beyond the Warranty Period.
- Subject to the terms of this Warranty, if during the timeframe below, commencing on the date of purchase of the Products from us (Warranty Period), the Products prove defective by reason of improper workmanship or materials in respect of the following features of the Products, we will (at our election) repair or replace the Products, or issue a full or partial refund to you with respect to any amount paid for the defective part (or all) of Products:
- all manufacturing defects in the fixed frame (24 months);
- all manufacturing defects in the axles (24 months);
- all manufacturing defects in the wheels (24 months);
- all manufacturing defects of the safety harness (24 months);
- all manufacturing defects on the fabric / covers and zippers (12 months).
- If any materials, parts or features required to facilitate any repair or replacement pursuant to clause 3 are unavailable or no longer in production, or your model of Products is no longer available or in production, we will use our best endeavours to use appropriate equivalent materials, parts, features or model.
- Making a valid warranty claim
- To claim the benefit of this Warranty, you must:
- notify us by email as soon as you become aware that the Product is defective, and in any event, within 14 days of when you become aware that the Product is defective, with evidence of proof of purchase of the Product is from us and a description and photographs/ videos of the claimed defect;
- if we ask you to, you must return to return the Product; and
- provide any other information reasonably required by us to assess your claim.
- Where you return the Product as part of a Warranty claim, you will need to cover the associated costs of you returning the Product to us, and where we find the defect with the Product is covered by this Warranty, we will refund the associated delivery costs of you returning the Product to us. We recommend using a trusted and tracked delivery method to return the Product to us.
- Where we accept your claim under this Warranty, clause 1 will apply.
- To claim the benefit of this Warranty, you must:
- When this warranty applies and when it does not
- This Warranty does not cover any defect which is caused (or partly caused) or contributed to, by any:
- Defects due to the pet’s behaviour, such as biting and scratching and other similar activities.
- Defects due to negligence or an accident and / or use or maintenance other than specified in the user manual.
- Defects due to overload where the maximum load capacity has been exceeded.
- Damage to the product as a result of normal wear and tear.
- If you have made adjustments or repairs or have had them carried out without first obtaining written permission from us.
- Improper mounting or installation of third-party parts that are not compatible with the product.
- Damage due to inattention or accidental damage, abnormal use or insufficient care, such as use of the carrier by humans.
- Improper storage / care of the product.
- Damage to push handles or upholstery caused by normal daily use of the product.
- Holes or tears in the tires.
- Rust formation as a result of a lack of care
- Damage as a result of incorrect use or failure to follow the user manual.
- Damage as a result of repairs carried out by unauthorised persons or as a result of incorrect disassembly of the product.
- Transport damage (during air or other transport): carefully inspect your InnoPet product after it has been transported by an airline (or other carrier), and immediately file a claim with the carrier in case of damage.
- Customer dissatisfaction with the product with regard to suitability, weight, functionality, colour or design.
- Failure by you to notify us of any defect in the Product within a reasonable period of time after you become aware of or ought to have reasonably become aware of the relevant defect.
- Act of God or force majeure event (including but not limited to war, riot, invasion, act of terrorism, contamination, earthquake, flood, fire, or other natural disaster, or any other event or circumstance beyond our reasonable control).
- Important Warning
It should always be borne in mind that obstacles can cause damage to your buggy. When going down a sidewalk, tilt the buggy slightly towards you so that the front wheel is off the ground. Then push the buggy forward and let the rear wheels gently roll off the pavement first. Then you can put the front wheel back on the ground. Never bump your buggy against a curb, this can cause damage to the wheel suspension and is not covered by the warranty! Prams and bicycle trailers must be used on paved surfaces to prevent damage to, for example, the wheel suspension. Metal rims / parts require maintenance. It is not a stainless steel material. Think of walks on the beach where the buggy is exposed to, for example, salt and moisture. Good maintenance extends the lifespan. Before folding your product, make sure that all zippers are – if possible – completely unzipped. If this is not the case, there may be too much tension on the covers, resulting in cracks. There is no warranty if this event occurs.
- Good to know
Should the situation arise that a part is defective and this falls outside the manufacturer’s warranty, you can in almost all cases order the spare parts separately.
- General
- Terms and Conditions prevails: This Warranty is subject to our Terms and Conditions, and in the event of any inconsistency or ambiguity between this Warranty and our Terms and Conditions, our Terms and Conditions will prevail.
- Enforceability: This Warranty is only valid and enforceable in the United Kingdom.
- Governing Law: This Warranty is governed by the laws of England and Wales. Each Party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts operating in England and Wales and any courts entitled to hear appeals from those courts and waives any right to object to proceedings being brought in those courts.
- Contracts (Rights of Third Parties) Act 1999: Notwithstanding any other provision of this Warranty, nothing in this Warranty confers or is intended to confer any right to enforce any of its terms on any person who is not a party to it.
- No Assignment or transfer: This Warranty or the benefit under this Warranty cannot be assigned or transferred to any other person or third party.
- Severance: If any provision of this Warranty is held to be void, invalid or illegal or unenforceable in any jurisdiction, that provision is to be read down as narrowly as necessary to allow it to be valid or enforceable, failing which, that provision (or part of that provision) will be severed from this Warranty without affecting the validity or enforceability of the remainder of that provision or the other provisions in this Warranty.
Contact us for further details:
InnoPet B.V
+44 7700 137 950