2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.

2.2 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.

2.3 Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and will not include any of the pictured accessories, unless stated in the specification of the goods. Whilst goods may be shown assembled they may require assembly by you.

2.4 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual goods.

2.5 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

2.6 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

3. How to place orders

3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time. 

3.2 The buyer assumes responsibility for the goods being suitable for the purpose for which they are being purchased.

3.3 Carriage charges will be shown prior to you placing your order.

3.4 You will be required to pay for the goods in full at the time of ordering.

3.5 We use secure payment facilities for online purchases. 

3.6 Promotional prices only apply during the period stated.

3.7 All prices quoted on our website are in UK pounds and include Value Added Tax at the current rate.

3.8 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.

3.9 Once your order is complete we will notify you of the dispatch date.

3.10 Only current voucher codes obtained from Surrounded By Animals will be honoured. 

4. Delivery & Carriage Charges

4.1 Goods will be dispatched within 2 working days and any estimated dispatch date is an estimate, which can change without notice. Dispatch may be delayed in accordance with point 4.8.

4.2 We will deliver goods within 2-3 working days of dispatch. Deliveries may be delayed in accordance with point 4.8.

4.3 Your order may arrive in more than one delivery.

4.4 We can deliver anywhere in United Kingdom. Unfortunately we do not deliver to any islands or the Highlands/Islands of Scotland. We do not deliver to Northern Ireland.

4.5 We will deliver the goods to the premises you specify on your order.

4.6 Please check the goods on delivery – any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within two working days of delivery of the items.

4.7 If the goods are lost or damaged please report this to us within two working days from the delivery day.

4.8 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We are not responsible where this causes a delay or failure in delivering your goods.

4.9 Free local collection is available. Products that are collected may receive a 15% discount. Items must be collected from 4 Eastbourne Road, Willingdon, BN20 9LB. If you opt to collect from us at the address above, please wait until you receive an email confirming your order is ready for collection. 6kg and 12kg bags may take 2-3 days to be ready.

5. Returns

5.1 If you want to return your order, you must return the unused goods within 14 days of delivery, complete with the original packaging to us, at your own expense. You must ensure that the goods are packaged adequately to protect against damage.

5.7 We will refund all monies paid to us by you including any initial postage / carriage within 30 days, less any costs due under this contract.

5.8 We cannot accept returns on personalised products except under the following circumstances:

–         If a name or message doesn’t appear as stated on the order.

–         The product is damaged or faulty.

–         The product delivered does not match that ordered.

If an item has been personalised incorrectly as the details provided when ordering were incorrect, we are unable to offer a refund. So, please check all details carefully before placing an order.

This policy does not affect your legal rights – for example, if goods are faulty or misdescribed.

6. Faulty Goods / Guarantee

6.1 If there is a problem with the goods, please notify us by email or in writing providing details of the problem. In addition, you must provide us with a digital photograph of the problem as this saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights. 

6.2 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until either a indicative digital image is supplied by the customer, or the original goods have been received at our warehouse and checked. 
The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.

6.3 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.