Terms, Conditions and F.A.Qs

Returns and Refund Policy

When you make a purchase from Heights Farm Premium Pet Foods or our network of Heights Farm Premium Pet Foods franchisees and the product is faulty, or you wish simply to return the product, we would be pleased to arrange either to refund or replace the product. You must notify us within 14 days of delivery of your intention to return the product.

For orders delivered by our Heights Farm Premium Pet Foods franchisees – the product must be unused and in its original packaging.

For online orders delivered via courier – the product must be unused and in its original packaging. Items being returned must be placed in the original cardboard outer packaging. Please retain this packaging until you are happy with your purchase. Return is at your own cost.

In the event of a customer purchasing an item from Heights Farm Premium Pet Foods mistakenly, and through no fault of Heights Farm Premium Pet Foods, we would be pleased to replace or refund the item provided that the original item is returned to us unused, in its original packaging and in saleable condition. In such cases where the customer is either unwilling or unable to arrange return carriage after mistakenly purchasing a product, we reserve the right to charge a returns fee to cover the costs involved in courier charges. In cases where an order is returned, we reserve the right to retain the initial postage / courier costs from any refund. We recommend that you insure any goods that are returned to us as we are not liable for any damage or loss during transit

It is your responsibility to inspect any products once they are delivered and to notify us of any shortages, defects, or any other complaint immediately and, in any case, within 10 working days from the date of delivery, failing which, the product/s would be deemed to have been accepted by you and to be in good working order. Our liability for short delivery is limited to making good the shortage. Where a product proves to be faulty, we would replace without charge, or give a full refund within 28 days of the date of the delivery. Where product/s are faulty, we would refund the cost of return delivery back to us should we ask you to return them.

IMPORTANT– From May 2021 Paypal Merchant Services charge 2.9% and a fixed transaction fee of 30p of all refunds. This is out of our control and will therefore be deducted from any refund issued.

Paypal Refunds– Same Day.

Credit and Debit Card Refunds– 2-3 Working Days and paid back on to card.

This does not affect your statutory rights as a consumer.

In the first instance, if you would like to return a product or would like to discuss returns and refunds, then please contact our Head Office-

01204 322755

All products should be returned to the following address:

Heights Farm Premium Pet Foods

Unit 19b Halliwell Industrial Estate, Rossini Street, Bolton, Lancashire BL1 8DL

100% Satisfaction Guarantee

If you make a purchase from Heights Farm Premium Pet Foods or our network of Heights Farm Premium Pet Foods  franchisees and wish to return your first bag of Heights Farm dog food or cat food, then please inform us within 28 days of this purchase. We would be pleased to arrange either a refund equivalent to the quantity of remaining food or to replace the product with another Heights Farm food.

The product must be in its original packaging and you would need to provide the batch code and batch date from the bag in order to claim a refund under this Satisfaction Guarantee. If you use a storage container for your pet food, please note that we would be unable to offer a refund unless the food is in its original bag. Therefore, please do not pour the kibble directly into the container, simply place the whole bag in the container. Please note the following advice on the storage of our pet foods:

Storage of  Heights Farm Premium Pet Foods

Firstly, all our foods should be stored in a cool, dry place, out of direct sunlight. A kitchen larder, in the under stairs cupboard, are ideal storage areas. Please don’t store our pet foods (even unopened bags) in the shed or conservatory where temperatures can get very high. This is to prevent destruction of vitamins and oxidation of oils/fats leading to rancidity. Excessive periods of high heat and/or moisture may cause the nutrients to breakdown.

Although it may be more convenient to open a bag of kibble and place it in a storage container, discarding the original bag isn’t a good idea. The bags are designed to keep the foods good, without spoilage, for quite a while and will be needed in the rare event of you requiring a refund. The original bag will keep most of the oils in the food from soaking through and thereby turning rancid. We would suggest to open the bag, roll the top to close it, and place in our sealable Dogfood2go storage solution for better protection and storage.

Make sure the lid is replaced tightly after each meal to keep insects and rodents out – and to prevent your pet from helping itself!

Wash and dry the storage container between bags.

Wash and dry pet food bowls and scooping utensils after each use and wash water bowls daily. Dirty bowls (they may look clean) or bowls encrusted with stale, old food may soon cause a dog to lose its healthy appetite.

Order confirmation

Orders for products ordered on our website are accepted when you receive a confirmation email to this effect. We send this to comply with our legal obligation and to keep you informed. You may wish to print or save this email for your future reference. The confirmation will include full details of your order.

Delivery promise

Our standard UK delivery service

Delivery is from £3.99- £7.95 on all UK mainland orders. For all orders delivered by our local franchisees, there is no delivery charge.

Unless otherwise notified at the time of placing your order, orders are usually guaranteed to be dispatched to you within 3 working days. Delivery is handled by our chosen courier company.

Definitions

Products:

The items offered for sale on the Heights Farm Premium Pet Foods website or via our network of Heights Farm franchisees.

We/Us/Our:

Heights Farm Premium Pet Foods
Unit 19b Halliwell Industrial Estate, Rossini Street, Bolton, Lancashire, BL2 4JD

01204 322755

You:

The buyer of the products.

Working Days:

Defined as Monday to Friday inclusive, excluding Public Holidays and Bank Holidays.

Disclaimer

Neither the company, nor its officers, directors, employees, agents, successors, subsidiaries, distributors, affiliates, or third parties providing information on this site are responsible or liable for any special, incidental, indirect or consequential loss or damages or any loss of data, profits, income, goodwill, contracts, use of money, or any other loss or damage whatsoever arising out of, or in connection with, the use of, or the inability to use, this site or the information contained on this site, even if company (or any third party posting information on this site) has been advised of the possibility of such damages or otherwise and whether arising in tort (including negligence), contract or otherwise. Nothing in this paragraph shall exclude or restrict liability for fraud or death or personal injury caused by negligence. Subject to the foregoing sentence, in no event shall company, or any other third party providing information on this site, be liable to you for any damage or loss or for any cause of action resulting from your use of this site, whether in contract, tort (including, but not limited to, negligence), breach of statutory duty or otherwise.

Frequently Asked Questions

What is hypoallergenic pet food and what are the benefits?
“Hypoallergenic” means a reduced risk of food intolerance or food allergies. The hypoallergenic dog food and pet food remains as natural as possible therefore minimizing the risk of upsetting the animal’s digestive system.

If you think your animal is suffering from an allergy or food intolerance we suggest you take them to a vet or specialist. Signs of allergies or intolerance for an animal may be that they suffer from bloated tummy, itchy or sore skin and wind. By changing your animal’s food to a hypoallergenic food we would hope it would reduce the animals discomfort and problem.

Why is wheat gluten free food better for my animal?
Many pets have food intolerances and this is usually found in wheat gluten and dairy products. Animals often have bloated or upset stomachs along with itchy coat and poor toilet habits. Therefore it’s important to give our animals food they can cope with and digest easily.

Does pet food that is high in additives affect an animal’s behaviour?
Foods with additives can make some pets’ behaviour erratic and hyperactive. “Additive free” foods like ours may help calm you pet”s behaviour.

Does my pet need anything to go with the dried food to complete their meal?
No, the food is a complete meal, just make sure your animal has plenty of fresh water at all times. If your pet prefers their food a little softer, you can add a little warm water to soften it.

How do I introduce my animal onto Heights Farm Food?
When changing your animal’s diet it is important to do it gradually over a period of approximately 5-7 days. This is to ensure your pet’s digestive system has the opportunity to become accustomed to the new food. We would advise that you introduce our food by mixing a small quantity with your pet’s current diet and increase the quantity of Heights Farm Food daily for 5-7 days until you are feeding 100% Heights Farm Premium Pet Food.

How much Heights Farm Food should I feed my animal?
The feeding guide on the pack is to be used as a guide only. Every animal is different and the amount of food they need depends on age, breed, activity level and lifestyle etc. The feeding chart can be used as a starting point, but use your own judgement to determine exactly how much should be fed.

How do I order the food?
We accept orders on line, or over the telephone.  Please see our “contacts” page for full details.

What methods of payment are accepted?
We accept most major credit/debit card payments securely online via PayPal, as well as bank transfer, recurring payment or cash. All goods will be delivered upon cleared funds.

What areas do you deliver, when, and what’s the charge?
We offer a 24-48hr fully traceable, national service Monday to Saturday. This works out at £7.95 per consignment for up to 31.5kg( Any extra weight calculated proportionately). Please call for a quotation for delivery to Northern Ireland and the Scottish Highlands. We then offer a FREE same/next day delivery service, locally within our network of franchisee’s. We are flexible with our FREE delivery times though this depends on our prior arrangement for other deliveries, and your location.

Do you have any smaller sample bags of food to try before I decide to buy a bigger bag?
Yes, we have ”Taster” food sample bags available.  We can either deliver them locally or post them to you. 

Anything else?
If there are any questions that are not answered in this section, please do not hesitate to contact us as we are always happy to help. The best form of contact is by telephone or email, 01204 322755 or enquiries@heightsfarmpetfoods.co.uk

Legal Statement
Please note that any information provided on this site is for general use only and is not intended to serve as advice. Any links to other websites are for information only and Heights Farm Premium Pet Foods accept no responsibility for the material found upon these web sites.

Heights Farm Premium Pet Foods have the right to refuse any order or sample request at the owner’s discretion. Heights Farm Premium Pet Foods are entitled to make alterations to its terms and conditions when it is required and without prior notification.

Terms and Conditions

Delivery
Whilst we endeavor to deliver your items when stipulated, we cannot be held responsible for circumstances beyond our control (i.e. extreme weather conditions, road closures etc). However, we will always try hard to provide the best possible service. In the case of faulty goods or goods damaged in transit Heights Farm Premium Pet Foods need to be notified within 24 hours of delivery in order to take appropriate action.

Sample Bags

Heights Farm Premium Pet Foods reserve the right to refuse any order or sample request at the owner’s discretion. Heights Farm Premium Pet Foods are entitled to make alterations to its terms and conditions when it is required, and without prior notification.

Customer Satisfaction
In the highly unlikely event that you are not satisfied with our product you are welcome to a refund within 28 days of purchase, less any merchant transactional fees, providing the item is in a re-saleable condition, unopened, and returned within the 28 day’s at the purchaser’s expense.

Pet Allergies
We are not vets and cannot be held responsible for any allergies a pet may develop.  We have provided the list of ingredients for pet owners to make their own decisions before purchase of the goods. Therefore Heights Farm Premium Pet Foods cannot be held responsible for any problems that may occur.  Every animal is individual and will react differently to food given.

Website Links
Please note links to other web sites are for information only and Heights Farm Premium Pet Foods cannot be held responsible for the material that may be found on those web sites.

Miscellaneous
Heights Farm Premium Pet Foods reserve the right to refuse delivery and orders. Heights Farm Premium Pet Foods reserve the right to update and change the terms and conditions without prior notification.

Privacy
Any data provided by our customers is solely for the purpose of Heights Farm Premium Pet Foods. It will not be used for any other purpose nor will it given to any third parties.  Your information will remain with us and be strictly confidential.