Terms & Conditions

Natural Instinct Limited (“the Company”) is a company registered in England under number 06901981 and whose registered office is situated at Unit 2 Greenways Business Park, Bellinger Close, Chippenham, Wiltshire SN15 1BN.

The main trading address of the Company is Units 10-12, Trade City Frimley, Lyon Way, Frimley, Camberley, Surrey, GU16 7AL.
It may be beneficial for you to read the information below before using the Natural Instinct Limited website or interacting in any way with the Company.

1. Product Prices
1.1 The product prices shall be the prices set out in the Company’s price lists and displayed on the Company’s website
1.2 The Company has the right to change the product prices from time to time at its absolute discretion
1.3 The product prices are exclusive of the costs of packaging and insurance
1.4 The Customer is responsible for the costs of carriage of the products

2. Delivery
2.1 Before submitting your order, please ensure that your name, address, contact details and delivery requirements are correct, as the Company cannot be responsible for any errors, which may result in the late delivery or destruction of your product.
2.2 Deliveries can only be made whilst stocks are available, and cannot be made on a Sunday or on a Bank Holiday.
2.3 For full details of the Company’s delivery options please read the Shipping & Delivery page.

3. Amendment or Cancellation of Order
3.1 The Company can only cancel an order up and until the point of despatch. If the order has been despatched, the order can no longer be cancelled or amended.
3.2 If you are able to cancel or amend your order, the Company will refund/charge additional amounts as necessary.
3.3 This cancellation policy does not affect your legal rights, for example if goods are faulty or miss-described.

4. Returns Policy
4.1 In the unlikely event that you are dissatisfied with the Company’s products please contact the Customer and Sales Support Team within 7 days of the delivery of your order.
4.2 We cannot accept any returns as the food has to remain frozen during transit; you will either be asked to dispose of the product or donate the unwanted products to an animal charity if safe to do so.
4.3 We are unable to issue any refunds if your dog and/or cat does not like the product.
4.4 If you have purchased from a third party stockist then you must contact the stockist and refer to their returns policy.

5. Out of Stock Items
5.1 In the rare event that your chosen product is not available we will contact you and offer a refund or an alternative product without any additional charge.
5.2 If there is not an alternative product available or you do not wish to accept an alternative product, the Company will issue a refund.
5.3 If the Company is unable to contact you to discuss alternative products the Company will issue a refund for the out of stock product.

6. Refunds
6.1 Refunds issued by the Company should arrive in your bank account within 3-5 business days of the refund being made. If there is a problem please do not hesitate to contact our Customer Service Team.

7. Promotions
7.1 Promotions cannot be used in conjunction with other discount codes or other promotions.
7.2 We reserve the right to amend or cancel any discount code and/or any promotions at any time.
7.3 Please check offers for any special conditions such as one time use only.
7.4 Where we create such offers, introductory offers are only available to new users of the website. Previously registered users do not qualify for an additional offer, unless expressly stated. 
7.5 Promotional offers and discounts are available for limited time periods only and subject to stock availability.

7.6 National Dachshund Day Discount - DACHSHUND24       
7.61 DACHSHUND24 code is a 10% discount that is applicable to all Natural Instinct products except for bundles.
7.62 The discount will only apply if the code DACHSHUND24 is entered into the discount code field at checkout.     
7.63 DACHSHUND24 discount code is only valid from 12am-23.59pm Friday 21st June 2024 and can only be redeemed during this time. Any attempt to redeem the code before or after this time will not be successful. We are not obliged to honour the code if you attempt to use it after the expiration time and date. 
7.64 The code can be used once per customer.
7.65 We reserve the right to amend, remove or revoke the discount at any point.  

8. Quality and Packing
8.1 The products supplied to you by the Company shall:
8.1.1 be of satisfactory quality (within the meaning of the Sale of Goods Act 1979, as amended) and fit for any purpose held out by the Company; and
8.1.2 comply with all applicable statutory and regulatory requirements
8.2 The terms implied by sections 13 to 15 of the Sale of Goods Act 1979 are, to the fullest extent permitted by law, excluded from the agreement.
8.3 The Company shall ensure that the products are properly packed and secured in a manner to enable them to reach their destination in good condition.
8.4 You will recycle or dispose of any packaging which arrives with the products, for the avoidance of doubt the Company shall not accept any responsibility for any such disposal.

9. Title and Risk
9.1 Risk in products shall pass to you on collection or despatch
9.2 Title to products shall not pass to you until the Company receives payment in full for the products

10. Product Recall
10.1 If the Customer is the subject of a request, court order or other directive of a governmental or regulatory authority to withdraw any products from the market (“Recall Notice”) it shall immediately notify you with a copy of the Recall Notice and display the Recall Notice on the Company’s website and on site shop.

11. Our Liability
11.1 The Company is not responsible to you or any third party whether in contract, tort (including negligence) or otherwise for incidental, special, indirect or consequential loss or damage, any loss of profit (direct or indirect), loss of sales, loss of goodwill or reputation, loss of business, third party claims, pure economic loss arising out of or in connection of the performance or non-performance of the Company’s obligations under these Terms and Conditions, including such damage as may be reasonably foreseeable at the date you order the products
11.2 The Company’s liability for any claim for loss or damage shall be limited to three times the purchase price of the goods you purchased.
11.3 Nothing in these Terms and Conditions shall exclude or restrict our liability:
11.3.1 for death or personal injury caused by our negligence;
11.3.2 under section 2(3) of the Consumer Protection Act 1987;
11.3.3 for fraud or fraudulent misrepresentation; or
11.3.4 for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

12. Zero Tolerance Policy
12.1 The wellbeing and respect of the Company’s staff is the utmost importance. We will not tolerate the use of abusive language or behaviour of any kind towards our staff whether via telephone, email, Live Chat or face to face. If necessary, we will notify the relevant authorities.

13. Trademark
13.1 Natural Instinct is a registered trademark and is not allowed to be reproduced.

14. Use of the Company’s website
14.1 The Website is owned by the Company. The use of the Company’s website (“the Website) is subject to the following terms and conditions (“the Terms”) and by using the website you agree to be bound by the Terms.
14.2 The Company’s website uses cookies; please read:
Cookie Policy
Privacy Policy
14.3 The Company reserves the right to modify the Terms at any time without notice and any such modification shall be effective immediately upon posting of the Terms on the Website.
14.4 The Company shall not be liable to you nor to any other person in the event that all or any part of the Website is discontinued, modified or changed in any way.
14.5 Copyright of the Website and its contents is owned by or licensed to the Company.
14.6 You may print and/or download sections of the Website for your own personal use provided that all copyright and other proprietary notices are kept intact. Any other copying, redistribution, publications or retransmission of any part of the Website is strictly prohibited without the prior express written consent of the Company.
14.7 You agree that you shall not post or transmit whether as part of a message or otherwise, any software, viruses, files or codes designed to interrupt, destroy or limit the functionality of the Website or any computer software or equipment, or any other harmful component.
14.8 The Website may contain links to other websites not owned or operated by the Company and the Company makes no representation or warranty as to the accuracy, completeness or authenticity of the information or opinions contained in such website and any link to another website shall in no way be construed as an endorsement of that website by the Company. Such links are provided for convenience only.
14.9 You agree and acknowledge that the information and views contained anywhere on the Website shall not in any way constitute professional advice and that any advice or information you may receive through the Website is no way a substitute for professional advice.
14.10 You agree to indemnify, defend and hold harmless the Company against any and all losses, liabilities, damages, expenses or costs incurred or suffered and any claim or legal proceedings brought or threatened arising out of your use of the Website.
14.11 You agree that use of the Website is entirely at your own risk and that, save in the case of death or personal injury caused by the Company’s negligence or breach of statutory duty, in no event will the Company its officers, employees, contractors, suppliers, agents, parents or subsidiaries be liable to you or any other party for any special, incidental, indirect or consequential damages of any kind, or any damages whatsoever, arising out of or in connection with the use of the Website.
14.12 The Company may periodically change the products available on the Website and do not undertake to continue to supply any particular product or type of product.
14.13 You may register for an account on the Website by completing the appropriate information and be over 18 years of age.
14.14 You must notify the Company immediately if you become aware of any unauthorised use of your account.
14.15 You must not use any other person’s account to access the Website.
14.16 You are responsible for any activity on the Website arising out of any failure to keep your password confidential and may be held liable for any losses arising out of such a failure.
14.17 The Company may suspend your account; cancel your account; and/or edit your account details at any time in our sole discretion without notice or explanation.
14.18 If you learn of any unlawful material or activity on the Website you must notify the Company immediately.
14.19 The Company do not warrant or represent:
14.19.1 the completeness or accuracy of the information published on the Website;
14.19.2.that the material on the Website is up to date; or
14.19.3 that the Website or any service on the Website will remain available.
14.20 The Company reserve the right to discontinue or alter any or all of the Website services, and to stop publishing the Website, at any time in the Company’s sole discretion without notice or explanation; and save to the extent that these terms and conditions expressly provide otherwise, you will not be entitled to any compensation or other payment upon the discontinuance or alteration of any website services, or if the Company stop publishing the Website.
14.21 Some of the images on the Website are for illustration purposes only.
Your statutory rights are not affected by any of these Terms