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Terms & Conditions


Best Friends World Terms & Conditions


The following are our terms and conditions in which we conduct business for items ordered through our website. They are intended to be fair to both you as the customer and show our role as a supplier of pet products. As a consumer they do not affect your statutory rights. They are written to set out clearly our responsibilities and your rights.


By choosing to purchase from us you agree to be bound by these terms and conditions, also by our returns policy. We suggest you print and keep a copy of these terms for your own reference. These are the sole terms and conditions by which we agree to conduct business with you and no alteration of these terms and conditions shall be valid.


A contract is formed between us when (and not before) we ship your order. Your order will not be accepted until we receive payment and your funds have been cleared. You must be over 18 to purchase from this site.


Images, illustrations and all other information submitted or contained in this website, catalogues or any other advertising matter shall not be deemed to form part of the contract but are for general information and guidance only. Customers must read and judge their purchase upon the description of the product.


All prices on our website are inclusive of VAT where applicable. The VAT amount will be stated on the checkout page, this stated amount is not added to the total, merely shown for your reference to show the taxes already included in the totals.


Any typographical, clerical or other error or omission in any literature, website based information, quotation, price list, acceptance of offer, invoice or other document or information issued by us shall be subject to correction without any liability on our part.


Orders may be cancelled before they have been dispatched by phone only. Orders that have no delivery address supplied or no contact phone number for the couriers to contact, may not be dispatched – these orders will be held until we receive full delivery information including contact number, customers may cancel these orders and receive a full refund prior to their shipping if desired.


If you fail to take delivery of the ordered goods and they are returned to us, we will contact you upon their arrival via email. A refund of the cost of goods minus the shipping cost will be given or if the goods are still required, we will ask for an additional shipping cost to make a second delivery.


It is the responsibility of you the customer to be at the delivery address given for shipping as orders cannot be left without signature and customers must be available on their chosen contact number to facilitate the courier to find the address if necessary.


We require customers to be available to answer these calls or where voice mail is available to respond to the voice mail in a timely manner. In instances where couriers cannot make phone contact packages may not be delivered.


Risk of damage to, or loss of, ordered goods shall pass to you at the time the goods leave our premises for delivery. 99% of packages arrive within the stated time frame and we use a reputable third party courier to deliver the packages, however human errors can happen on rare occasions causing packages to be delayed. Best Friends World cannot be held responsible, should your package not be delivered on time, as delivery is the responsibility of a third party courier.


Normally everything displayed on our site shown as in stock is present in our premises available for immediate dispatch however if any ordered goods are not readily available to us, we reserve the right to withdraw our acceptance of your order for such goods and will refund in full any payment you have made for them.


In the unlikely event of this happening we undertake to notify you at the earliest opportunity. It is our experience that delivery is 99% of the time within the chosen delivery time periods, however we do use a third party courier service and on occasion human error may cause a package to be misdirected.


Please notify us if you do not receive your package when expected and we will ensure it gets delivered as soon as possible. Should delivery not be within (5 - 7 working days within Ireland) or (13 - 15 days in the Rest Of The World) you will be entitled to a full refund on the shipping costs, where the courier system is at fault (this is not applicable if they were unable to make contact with you to deliver your package or during busy times and we have advised you of delays with orders). 

*Please note this is a 3rd party courier service and you will receive a tracking number, any delays with delivery are out of our control**


We warrant that, upon receipt of goods, the ordered goods will correspond with the written description on this website, will be free from defects in materials and workmanship and will be of merchantable quality (as set out in Sale and Supply of Goods Act 1980). There may, however, be minor variations between the goods as shown or described on our website and those dispatched to you (but so that the goods dispatched will always be of a comparable or superior quality).


Where our sales agents suggest items that we may order in for you to help match you needs and these items are not available on our site, all quotations are valid for two weeks unless otherwise agreed in writing. Items will not be ordered in until full payment has been made and funds have been cleared.


Except in the case of death or personal injury caused by our negligence, we shall not be liable to you by reason of any representation or any implied warranty, condition or similar term, or any duty at common law or under these terms and conditions, for any special, indirect or consequential damage.


Any communication between us should be made via e-mail, where communication is made by phone all aspects of the conversation which you wish to be included in forming part of the conversation must be clarified by e-mail within one hour of the conversation. E-mails sent will be deemed as read, it is your responsibility to ensure that the email address supplied is accurate and capable of receiving our e-mails.


We reserve the right to vary these terms and conditions at any time but, in respect of any ordered goods, the terms and conditions which apply shall be those which you accepted when you placed your order.


If any provision of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these terms and conditions and the remainder of the provision in question shall not be affected thereby.


The contract formed by our acceptance of your order shall be governed by Irish laws and you agree to submit to the non-exclusive jurisdiction of the Irish Courts.