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Terms of Service

1. Agreement to Terms and Conditions

  • 1.1 Acceptance of Terms and Conditions

    • 1.1.1 The website www.topcollar.co.uk ("the website") is owned and operated by Top Collar Ltd, trading as 'Top Collar'. References to "we", "us", or "our" are references to Top Collar Ltd. We are a company registered in England and Wales (company number 08441202) and our registered office and address for correspondence is:

5 Sykes Close, Bootham, YORK
North Yorkshire
YO30 6HZ

  • 1.1.2 Your use of this website and purchase of any products from this website is at all times subject to these Terms and Conditions. By accessing our website you agree to our Terms and Conditions set out below. If you do not agree to these Terms and Conditions, you must exit our website immediately.

  • 1.2 Changes to Terms and Conditions

    • 1.2.1 We reserve the right, from time to time, with or without notice to you, to change these Terms and Conditions at our sole discretion. The Terms and Conditions applicable to your access to and use of this website will be the version that is current and displayed on the website as at each date you access the website. Your use of the website after changes are made means that you agree to be bound by such changes. These terms were last updated on 14th July 2020.

  • 1.3 Accounts and Billing

    • 1.3.1 You can manage your boxes by entering your details on specific areas of this website or via email.

  • 1.4 Payment Failures

    •   1.4.1 Top Collar is a subscription business and we will therefore charge you each cycle. If a payment attempt fails you will not receive your box for that delivery slot. Payments will resume as normal for the following delivery. 

  • 1.5 Other applicable terms

    • 1.5.1 In addition to these Terms and Conditions our Privacy Policy also applies to your use of the website and is, where relevant, incorporated by reference into these Terms and Conditions. Please also refer to our FAQs.

2. Trial box offer

    • 2.1 Offer Terms and Conditions

      • 2.1.1 The trial box offer is open exclusively to new customers (Cannot have been members before).

      • 2.1.2 This offer is restricted to one trial box per unique user.

      • 2.1.3 Customers benefiting from the trail box offer must register payment details for future boxes.

      • 2.1.4 After your trial is over you will continue as a customer paying the full amount each box via your elected payment method.

    • 2.2 Cancellation 

      • 2.2.1 You may cancel your subscription at any point after receiving your first box. If you cancel your subscription before the trial box is dispatched  then you risk the box not being sent. If you cancel your subscription after the 9th of the month you will receive that months box as your final box. If you cancel before the 9th you will not receive that months box. All cancellations must be made via the members page.

3. Product Information

  • 3.1 Access Nutritional Information

    • 3.1.1 Each product has its analytical constituents made available with the delivered product via a nutritional breakdown, any further information is available on request.

    • 3.1.2 Analytical constituents of individual recipes show an average representation in the product tested and should be used as a guide. 

    • 3.1.2 Ingredients/substances which may cause allergies or intolerances: milk, egg and others are indicated on the back of the packaging. Customers must ensure that the product does not contain any ingredients harmful to their pet/s.

    • 3.1.3 All products are baked from fresh ingredients. Products are sourced from suppliers holding required and appropriate certification.

    • 3.1.4 All products have a batch numbers and 'best before dates' displayed on the product packaging.

4. Refunds, returns & deliveries

  • 4.1 Deliveries

    • 4.1.1 Boxes can only be delivered to addresses within the United Kingdom (including Northern Ireland); this excludes PO Box addresses and BFPO addresses.

    • 4.1.2 Deliveries vary between orders depending on start date of membership. 

    • 4.1.3 Deliveries are made by Royal Mail Second class, under Top Collar Ltd PPI agreement with them. The orders are not tracked, and any undelivered items raised by the customer will be reported and traced by the royal mail. Customers are obliged to comply with Royal Mail's claim compensation process if delivered through them.

    • 4.1.4 We reserve the right to use alternative delivery methods without prior notification.

    • 4.1.5 If you change address, you must update your address details by notifying us via email.

  • 4.2 Refunds & Returns

    • 4.2.1 If you are dissatisfied with any product you receive from us, please contact our customer services team at info@topcollar.co.uk and you will receive a replacement should the product have been delivered in an unacceptable condition.

    • 4.2.2 You may only make a refund claim for your most recent order. Previous orders may not be refunded after a new box has been delivered. You can only claim dissatisfaction of one order at a time.

    • 4.2.3 In most cases of returns photographic evidence will be required via email to support your claim.

    • 4.2.4 If refunds are given we can only refund via your registered payment details. The customer is responsible for any additional charges occurred in this process.

5.1 Website Use

    • 5.1.1 Your use of this website is governed by these Terms and Conditions and construed and enforced in accordance with the laws of England and Wales. Disputes arising from your use of this website and the services we provide are subject to the non-exclusive jurisdiction of the courts of England and Wales.

    • 5.1.2 These Terms constitute the entire agreement between the parties. All other terms, express or implied by statute or otherwise, are excluded to the fullest extent permitted by law.

    • 5.1.3 These Terms are personal to the parties and may not be assigned by either party without the other party’s consent, not to be unreasonably withheld.

    • 5.1.4 English law shall apply to these Terms, and the parties agree to submit all disputes between them to the exclusive jurisdiction of the English courts.