(Hereinafter “we”, “us” or “our”). Please read these Terms carefully, as they affect your legal rights and responsibilities. If you do not agree to these Terms, please do not access or use the Website. If you have any questions about these Terms, please contact us.

We reserve the right to:

Update these Terms at any time, and any modifications will be duly notified by means of an announcement on the Website. It is your responsibility to check for such modifications. The modifications will apply to your use of the Website once we have made such an announcement. If you do not accept the new Terms, you must not continue to use the Website. If you continue to use the Website after the date on which the modification takes effect, your use of the Website will indicate your agreement to be bound by the new Terms; and

Modify or withdraw, temporarily or permanently, this Website and the material contained therein (or any part thereof) without prior notice to you, and you confirm that we shall not be liable to you for any modification or withdrawal of the Website or its content.

You warrant that:

• The personal information requested when you register is true, accurate, current and complete in all respects; and
• You are not impersonating any other person or entity.
• The products purchased on this website are for private and domestic use only and never for resale.

We will treat all your information confidentially and will only use it in accordance with our Privacy Policy.

When you purchase from this Website, we will ask you to provide personal information to identify you, such as your name, email address, billing address, delivery address, credit card or other payment information. We confirm that we will store this information in accordance with the register we maintain with the Information Commissioner’s Office.

For more information about our Privacy Policy, please click here.

In order to ensure that your credit, debit or charge card is not used without your consent, we will validate the name, address and other personal information you provide during the ordering process by verifying and checking it against third-party databases.

We take the risk of online fraud very seriously. Given the volume of credit card fraud, we take all necessary measures to ensure that all orders are thoroughly reviewed using the information you provide. We may contact you to perform additional security checks and kindly request your cooperation in completing these additional checks. We will not tolerate fraudulent transactions and such transactions will be reported to the relevant authorities.

By accepting these terms and conditions, you authorise such checks to be carried out. In carrying out these checks, personal information provided by you may be disclosed to a Credit Reference Agency, which may keep a record of such information. We assure you that this is only done to confirm your identity, that no credit check is carried out, and that your credit rating is not affected. All information you provide will be treated securely and strictly in accordance with the Data Protection Act 1998.

The Website may only be used for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, rules and regulations in relation to the Website and its use. You agree not to introduce or transmit through the Website:

Any computer virus or any other element designed to interfere with, interrupt or prevent the normal operating procedures of a computer; and

Any material that is defamatory, offensive or obscene in nature.

You agree to fully and immediately, upon request: indemnify, defend and hold harmless us, our officers, directors, employees and suppliers, against all claims, losses, costs and expenses, including reasonable legal fees, arising from your breach of these Terms, or any other liabilities arising from your use of this Website or from any other person accessing the Website using your personal information.

For the convenience of our customers, the Website may include links to other websites or materials that are beyond our control. For your information, we are not responsible for such websites or materials, nor do we review or evaluate them for approval. We shall not be liable, directly or indirectly, for the privacy practices or content of such websites or for any damage, loss, or breach caused or allegedly caused in connection with the use of or reliance on any advertising, content, products, materials, or services available on such external websites or resources.

All orders are subject to acceptance and availability. If the goods you have ordered are not available in stock, you will be notified of this by email (or by other means if no email address has been provided) and you may choose to wait until the goods are available or cancel your order.

Any order placed online by you will be treated as an offer to purchase our products and services. We reserve the right to reject any of your offers at any time. As a user, you agree that any automatic notification of receipt of your order that you receive from us does not constitute our acceptance of your offer to purchase products and services from our website. A contract between you as a user and us will be formed: when we charge your debit or credit card when we dispatch the goods or commence the services, whichever is later.

We will take care, to the extent we can, to keep your order and payment details secure, but in the absence of negligence on our part, we cannot be held responsible for any loss you may suffer in the event that a third party attempts to gain unauthorised access to any data you provide when accessing or placing an order on the Website.

Products ordered on the Website may not be intended for resale or distribution. You are limited to purchasing a maximum of 5 units of the same item. We reserve the right to cancel orders and/or suspend user accounts when we believe that the items purchased violate this clause.

The products sold on our website are imported from the United Kingdom and may therefore correspond to PAL UK versions of those products.

You will be responsible for the products once they have been dispatched to the delivery address you provided when placing your order. We accept no responsibility if you have provided an incorrect delivery address or if you are unable to collect the products from the delivery address you specified. Although the risk of loss or damage to the products is only transferred to you once they have been delivered to the delivery address, ownership of the products will be transferred to you at the time after: a) the products have been dispatched by us; and b) we have received payment for them. Notwithstanding that the risk of loss or damage to the products is only transferred to you once the products have been delivered to the delivery address provided, ownership of the products will pass to you in the following cases: (a) we dispatch the products; and (b) we receive payment for them.

When you have purchased goods or services as a consumer (i.e. for private use as opposed to commercial use), please note that you have the right to cancel any contract entered into with us within 14 days of receiving the goods or services.

For more information on cancellations and returns, please see our Returns Policy.

All prices displayed on the Website include VAT (where applicable) and are correct at the time they are entered into the system. However, we reserve the right to change prices at any time without notice (please note that these changes will not affect orders for which you have already received a Dispatch Confirmation).

Orders with a delivery address within the United Kingdom are not subject to VAT. Conversely, orders with a delivery address outside the United Kingdom may be subject to import duties and taxes (including VAT), which are levied once the order reaches its destination country. These additional payments will be your responsibility (if your delivery address is within the European Union (‘EU’), see ‘Customs clearance responsibilities for EU delivery addresses’). Please note that customs policies and practices vary considerably from country to country. We recommend that you contact your local customs office for further information.

Please note that when goods are shipped from Guernsey, shipments crossing the border may be subject to opening and inspection by customs authorities. With regard to all products shipped to you at an address outside Guernsey, you are considered the importer of the goods and must therefore comply with all laws and regulations of the country to which the goods are being delivered.

Payment can be made using any commonly accepted credit or debit card or through your PayPal account. Payment will be due and charged to your account prior to shipment of the goods or provision of the service. If payment is to be made by credit card, a deposit of €0.01 will be charged to the card until the card issuer authorises the payment.

If your credit or debit card payment is not processed successfully for any reason, we reserve the right to retry processing the payment within 48 hours. If the payment is still not successful, we will notify you at least 48 hours in advance of any future attempts to process the payment by sending an email to the address you have provided. If you do not want us to attempt to process the payment again, you must cancel your order in advance.

In the exceptional case that the price displayed on the payment page is incorrect, and this fact is discovered before we accept your order, we are under no obligation to sell you those items at the incorrectly displayed price. We will always try to ensure that the prices of goods displayed on the website are correct, but sometimes errors can occur. If we discover an error in the price of the items you have ordered, we will let you know as soon as possible and give you the option to reconfirm your order at the correct price or cancel it. If you cancel your order once payment has been made, we will refund the full price.

You confirm that the credit or debit card you use is yours. All credit or debit card holders are subject to validation checks and authorisation by the card issuer. If your payment card issuer refuses or for any reason does not authorise payment, we will not be liable to you for any delay or non-delivery of the order.

You may only use one discount code per order. We reserve the right to refuse or cancel any order where more than one discount code is added to the shopping basket.

We allow the use of discount codes strictly under the terms and conditions under which they are created, which may include your eligibility to use them as well as a maximum order value.

Please familiarise yourself with these terms and conditions before placing an order, as we reserve the right to refuse or cancel any order that does not comply with them, even if your credit or debit card has been charged. If there is any inconsistency between the terms and conditions under which the discount codes are created and these Terms and Conditions, the discount code terms and conditions shall prevail. You may request a copy of the terms and conditions for discount codes from our Customer Service Department.

For deliveries to addresses within the EU, you are the importer of the goods and are responsible for any duties, tariffs or taxes that may be charged by any customs authority. By accepting these terms, you authorise us to appoint our designated carrier(s) to carry out customs formalities on your behalf, including the payment of any duties, tariffs or taxes to the relevant customs authority. We have charged you these amounts as part of your purchase, but for the avoidance of doubt we are not providing these goods on a ‘Duty Paid’ basis because, as the importer, you remain liable for these amounts to the appropriate customs authority.

We do not issue tax invoices for shipments to the EU from the UK.

Any proof of sale document that we may provide to you is provided entirely at our discretion and serves only as a record of your purchase.

This document may not meet the requirements imposed by the tax authorities in your local jurisdiction for the purpose of claiming VAT, and we are unable to provide additional documentation in this regard.

In order for you to purchase goods on this Website and enter into contracts lawfully on it under English law, you must:

If you are an individual, be at least 18 years of age (please click here for more information on age classifications); and

Register your real name, address, telephone number, email address and any other requested details; and

By offering to purchase goods and services, you represent to us that you are a natural person of legal age and authorise us to transmit the information (including updated information) to obtain information from third parties, including without limitation, your credit or debit card numbers or credit reports to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

The content of this Website is protected by copyright, trademarks, databases, and other industrial and intellectual property rights. You acknowledge that the material and content made available as part of the Website shall remain our property or that of our licensors.

You may download and display the Website’s content on a computer screen, store such content electronically on a disk (but not on any server or other storage device connected to a data network), or print one copy for your personal and non-commercial use, provided that all copyright and ownership notices remain intact. You may not reproduce, modify, copy, distribute, or use any materials or content from the Website for commercial purposes.

Notwithstanding any other provision in these Terms, nothing in them shall:

Affect or limit your rights as a consumer under English law; or
Exclude or limit our liability for death or personal injury resulting from our negligence.

The Website is provided “as is” and “as available”, without any representation or warranty made, and we give no express or implied guarantees regarding it or its use. You acknowledge that we cannot guarantee and are not responsible for the security or privacy of the Website or any information you provide to us. You must bear the risks associated with using the Internet.

Although we endeavour to ensure that the material on the Website is accurate, reputable and of high quality, we cannot accept liability if this is not the case. We shall not be responsible for any errors or omissions, for any results arising from the use of such information, or for any technical problems you may experience with the Website. If we are informed of any inaccuracies in the Website material, we will attempt to correct them as soon as reasonably possible.

If any part of these Terms is deemed unlawful, void, or unenforceable for any reason, that provision shall be considered separate from these Terms and shall not affect the validity and enforceability of the remaining provisions.

Current discount codes or promotions valid across our Website do not apply to the following products or categories and cannot be used in conjunction with other promotions, discounts, or offers unless otherwise stated:

• Pre-order products

• Special packs or boxes

• Limited edition products and collections

• Subscriptions

• Sale, discounted, or clearance items

At GESPETFOOD, we offer several shipping options, all handled through courier companies. The exact shipping cost will depend on several factors: the destination, the selected delivery time, the total purchase amount, and the weight of the shipment.

Please note that to meet delivery times, your order must be placed before the courier’s daily cut-off time. Orders placed after this time will be processed the next working day, as we cannot hand them over to the courier afterwards. The cut-off time may vary depending on the selected carrier.

Whenever you place an order with GESPETFOOD, you will receive an email from the courier confirming that your order has been dispatched. We also monitor all deliveries and will contact you if any issues arise. For this reason, we ask that you provide a phone number during checkout.

Please note that courier companies operate only from Monday to Friday. They do not deliver on Saturdays, Sundays, or public holidays. Additionally, when we provide delivery dates, local or regional holidays at the destination are not taken into account—only national and local holidays at the point of origin.

We cannot guarantee a specific delivery time. Couriers may deliver at any time during the agreed day, up to 8:00 p.m. An approximate delivery time may be indicated, which the courier will try to meet but is not obliged to. If delivery cannot be completed, the courier will attempt a second delivery arranged with you. If you cannot be reached after the second attempt, you will need to collect your order from the courier’s facilities.

If an order is dispatched but cannot be delivered due to reasons attributable to the customer, the shipping costs already paid will not be refunded. Additional shipping charges must be paid for the order to be resent.

In exceptional cases, we reserve the right to change the courier company used to deliver your order, while maintaining the same transit times.

GESPETFOOD’s liability is limited in cases of force majeure (such as strikes or adverse weather conditions that prevent normal transport by land, sea, or air). In such situations, orders will be delivered as soon as possible, and the delivery times mentioned above will not apply.

You may return your order within 14 days of receipt, covering the return shipping costs yourself.

If you request the return of a product that has already been opened, no refund will be issued.

If you have received an incorrect product (our apologies in advance), we will cover both the return shipping costs and the cost of sending the correct item as soon as possible.

How to return a product: To return an item, please contact us by email with your order details, identification, and the reason for the return. We will reply as soon as possible.

If all requirements are met, once we receive the returned item or order, we will either issue a full refund or send a replacement, according to your choice. Returned products must be shipped in the original GESPETFOOD box or a similar package that ensures safe delivery. A copy of the delivery note must be included inside, indicating the reason for the return.

It is important that you check the condition of your order or items upon delivery and before use. If any error or issue arises, please contact us so we can investigate the cause.

Before returning your order, you must contact us to request a Return Authorisation Number. Without this reference number, the return process may become more complicated and take longer.

Our Return Policy does not affect your statutory rights as a consumer.

For more information about your legal rights as a consumer, please visit the UK Government website at www.direct.gov.uk or contact Consumer Direct, the UK Consumer Advice Service, by calling +44 8454 04 05 06.

Customers have the right to return a product within 14 days without giving any reason.

The return period expires 14 days after the day on which the customer, or a third party designated by them other than the carrier, takes physical possession of the goods.

To exercise the right of return, the customer must inform us of their decision to cancel the agreement through a clear written statement (for example, using the appropriate option in their user account or by post). Alternatively, the customer may use the return form provided below.

Finally, customers must ensure that the items being returned have not been opened and remain in their original packaging. All unwanted items must be in perfect condition, with their seals and packaging intact.

If the customer chooses to return a product, GESPETFOOD will refund all payments received, including shipping costs—except for any additional costs arising from a different or more expensive delivery option than the standard one offered by GESPETFOOD.

GESPETFOOD reserves the right to reduce the refund amount to reflect any loss in value of the product resulting from unnecessary handling by the customer.

The refund will be issued without undue delay and in any case no later than:

• 14 days from the date the returned product is received;

• 14 days from the date the return is approved; or

• 14 days from the date the customer notifies GESPETFOOD of their intention to cancel the contract (if the item has not yet been received).

Refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed. Under no circumstances will the customer be charged any fees as a result of the refund. The customer is responsible for the direct costs of returning the goods.

Recipient: GESPETFOOD S.I.

I hereby notify you that I wish to cancel my sales contract for the following products:

Order date:

Order number:

Customer name:

Customer address:

Customer signature (only if submitted on paper):

Date:

All our products go through a meticulous preparation, packaging, and shipping process. However, despite our strict procedures, errors can occasionally occur. We sincerely apologise if you have received a product that does not match your order. As part of our commitment to our customers, we will do our utmost to resolve the issue as quickly and smoothly as possible.

Each request for return due to an incorrect product is reviewed individually. In some cases, additional information (such as photos) may be required to facilitate the return process. Our goal is to provide the customer with the best possible solution in the shortest possible time.

GESPETFOOD takes great care to ensure all orders are properly packaged to prevent damage during transit. We sincerely apologise if your order did not arrive in perfect condition.

We recommend that you do not refuse delivery from the courier but instead accept it and contact us immediately. Refusing the delivery may delay the return or replacement process.

If you wish to report a damaged order, please contact us through your account using the online message centre. Kindly attach any photos showing the damage to the product. A member of our team will review the issue and provide the best possible solution as quickly as possible.

We sincerely apologise if you believe you have received a defective or faulty product. GESPETFOOD takes all complaints regarding product quality very seriously and is committed to thoroughly investigating any issue.

If you wish to report a defective product, please contact us through your account using the online message centre. Kindly attach any photos showing the defect or fault. A member of our team will review the issue and provide the best possible solution as quickly as possible.

If you wish to return a product, please contact our customer service team.

To proceed with the return, you must provide the order number, the product you wish to return, and the reason for the return. Once we have received this information, our team will issue a return number and provide all necessary instructions.

The product must be securely packaged and include a copy of the return form inside.

Please remember to request proof of postage from the courier when sending the product. Without this proof, we cannot process a refund or replacement if the item is lost in transit.

If a replacement is requested and the product is no longer available, GESPETFOOD will refund the product cost to the account used for the original purchase.

All orders accepted and sent back for return remain the customer’s responsibility until they reach our warehouse. Therefore, we recommend using a delivery service that insures the value of the goods.

GESPETFOOD will refund return shipping costs only when the customer requests a return due to an error on our part:

• If you received the wrong product.

• If the product is damaged or defective.

• If you were sent a replacement product and wish to return it.

Under no circumstances will GESPETFOOD refund return shipping costs for unwanted items. The customer is responsible for covering all return shipping expenses and for using a delivery service that insures the value of the goods.

GESPETFOOD will not refund return shipping costs for products claimed to be damaged or defective if no fault or defect is found during inspection. The cost of resending the product will depend on the item and will be communicated to the customer once the testing process is complete.

If you’re not satisfied with how we handled the return or replacement of any item, please let us know. We want to put it right—contact our customer service team at:  info@gespetfood.com