Terms & Conditions
Please note that these terms may have changed since you last reviewed them.
As we can accept your order and make a legally enforceable agreement without further reference to you, you must read these Terms and Conditions to make sure that they contain all that you want and nothing that you are not happy with. If you are not sure about anything, please contact our Customer Services Team at:
Customer Services Team
Address: Unit 6, Vale Business Park, Llandow, Cowbridge, South Glamorgan, CF717PF
Email address: help@doggear.co.uk
Telephone number: 01446 776 199
Where to find information about us and our products
You can find everything you need to know about us, Magnet and Steel Limited (company number 05836433), and our products, on our website (www.doggear.co.uk) before you order. We will also confirm the key information of your order to you in writing once you have placed your order.
When you buy from us you are agreeing that:
We only accept orders when we've checked them
Sometimes we reject orders
We charge you when you order
We're not responsible for delays outside our control
Products can vary slightly from their pictures
You're responsible for making sure your measurements are accurate
You have a legal right to change your mind
You have rights if there is something wrong with your product
We can change products and these terms
We can withdraw products
We can end our contract with you
We don't compensate you for all losses caused by us or our products
We use your personal data as set out in our Privacy Notice
You have several options for resolving disputes with us
Other important terms apply to our contract
We only accept orders when we've checked them
We will contact you to confirm we've received your order but a contract is not formed between us until we have confirmed to you that we have accepted your order.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when you order
You will own your product once we have received payment in full.
We're not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team (above) to end the contract and receive a refund for any products you have paid for, but not received.
Products can vary slightly from their pictures
A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.
You're responsible for making sure your measurements are accurate
If we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct.
You have a legal right to change your mind
For most of our products bought online, you have a legal right to change your mind about your purchase within 14 days of receipt and receive a refund of what you paid for it. This is subject to some conditions, as set out below.
When you can't change your mind
You can't change your mind about an order for:
products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
goods that are made to your specifications or are clearly personalised; and
goods which become mixed inseparably with other items after their delivery.
The deadline for changing your mind
If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.
How to let us know
To let us know you want to change your mind, contact our Customer Service Team (above).
You have to return the product at your own cost
You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product. You can:
bring the product to our Head Office: Unit 6, Vale Business Park, Llandow, Cowbridge, South Glamorgan, CF71 7PF. You will need your email receipt and the card you paid with.
send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for products which can't be posted, please contact our Customer Service Team (above).
We only refund standard delivery costs
We don't refund any extra you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product
If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.
When and how we refund you
If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team (above). We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
Summary of your key legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
Up to 30 days: if your goods are faulty, then you can get a refund
Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases
Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back
We can change products and these terms
Changes we can always make
We can always change a product:
to reflect changes in relevant laws and regulatory requirements;
to make minor technical adjustments and improvements that don't affect your use of the product.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if you don't make any payment to us when it's due.
We don't compensate you for all losses caused by us or our products
We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
Caused by a delaying event outside our control.
Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice: www.doggear.co.uk/privacy-policy
You have several options for resolving disputes with us
Our Customer Services Team. The first step should be to contact our Customer Service Team (above) who will do their best to resolve any problems you have with us or our products.
Resolving disputes without going to court. Alternative dispute resolution is an optional 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're not satisfied with the outcome you can still go to court.
You can go to court. These terms are governed by the laws of England and Wales and wherever you live you can bring claims against us in the English and Welsh courts. If you live in Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.