Terms & Conditions

Welcome to Shep’s Snacks. These Terms & Conditions explain how we supply our products to you when you place an order through our website.

By using our website or placing an order with us, you agree to these Terms & Conditions. If you do not agree, you should not use our website or place an order.

1. About us

Shep’s Snacks (“we”, “us”, “our”) is based at:

Shep’s Snacks
Little Clayhill Farm
Charlynch Lane
Bridgwater, Somerset
United Kingdom

Email: sales@sheps-snacks.co.uk
Telephone: 01278 574278

2. Using our website

You must be 18 or over to place an order.
You agree not to use our website for any unlawful or fraudulent purpose.
We may change, suspend or withdraw our website (or any part of it) without notice.

All content on this website (including text, images, logos and graphics) is owned by us or our licensors. You may not copy, reproduce or use any content without our permission.

3. Our products

We sell natural dog treats intended as complementary pet food/treats, not as a complete diet.
Product descriptions, ingredients and feeding guidelines are shown on each product page and on packaging.
Because our products are natural, there may be small variations in size, shape, colour and weight. This does not affect quality.
All products are subject to availability. We only sell items that are in stock at the time of ordering.

Pet health and safety

Always supervise your dog when giving treats, chews or bones.
Ensure your dog always has access to fresh drinking water.
Choose treats appropriate for your dog’s size, age, chewing style and health.
If your dog has allergies, intolerances or medical conditions, check the ingredients carefully and speak to your vet before offering new treats.
Stop feeding and consult your vet if your dog shows any sign of illness, discomfort or distress.

Nothing on our website is intended as a substitute for professional veterinary advice.

4. Placing an order

When you place an order, you are making an offer to buy products from us.
We accept your order when we send you an order confirmation email. At this point, a contract is formed between you and us.
If we cannot accept your order (for example, because an item is out of stock, there is a pricing error, or we suspect fraud), we will inform you and refund any payment taken.

Please check your details carefully before confirming your order. You are responsible for providing the correct delivery address, contact details and email address.

5. Prices and payment

All prices are shown in Pounds Sterling (GBP).
Prices include any applicable VAT (if charged), but do not include delivery, which is added at checkout.
Delivery is charged at a flat rate of £10 per order. We do not currently offer free delivery.

We accept the payment methods displayed at checkout. Payment is taken when you place your order.

If we discover a pricing error after you have placed an order, we may either:

cancel the order and refund you in full, or
contact you and give you the option to continue with the order at the correct price.

6. Delivery

6.1 Where we deliver

We currently deliver to addresses in England, UK only.

We do not deliver to:

PO Boxes
BFPO addresses
Highlands & Islands
Northern Ireland

If you place an order to an excluded area, we may cancel and refund your order.

6.2 Delivery charges

Delivery is £10 per order.
Orders are sent using DHL or another comparable courier service (this may change from time to time).

6.3 Dispatch times

Orders placed before 11am, Monday to Friday, are usually dispatched the same day on a next working day service.
Orders placed after 11am, or over the weekend or on a bank holiday, are dispatched on the next working day.
Orders placed after 11am on a Friday or at the weekend are dispatched on Monday (excluding bank holidays).

6.4 Delivery times and delays

Delivery is usually next working day after dispatch, but this is an estimate only. We cannot guarantee delivery times, as delays can occur with the courier.

If your order has not arrived within 3 working days of dispatch, please contact us. We will:

check the status with the courier, and
decide whether to arrange a replacement or refund, in line with our policies.

We will investigate non-delivery with the courier before refunding or resending orders.

7. Collection from Little Clayhill Farm

You can choose free collection from Little Clayhill Farm at checkout.

We will contact you (usually by email) when your order is ready for collection.
Please do not travel to collect your order until you have received confirmation that it is ready.
Orders should be collected within a reasonable period. If they are not collected, we may contact you to rearrange or cancel the order.

8. Risk and ownership

The products become your responsibility from the moment they are delivered to the address you provided, or collected from Little Clayhill Farm.
Ownership of the products passes to you once we have received full payment.

9. Cancellations, returns and refunds

Your rights to cancel your order and request a refund or replacement are explained in more detail in our separate Refunds Policy, which forms part of these Terms & Conditions.

In particular, please note:

Food products and perishable items may have limited return rights, especially once opened, for hygiene and safety reasons.
We usually cannot accept returns of opened treats unless there is a genuine quality or safety problem.
If an item arrives damaged, faulty or incorrect, please contact us as soon as possible with your order number and (if you can) photos of the problem. We will investigate and provide a suitable solution (replacement, refund or partial refund) in line with our Refunds Policy.

Please read our Refunds Policy before placing an order.

10. Discount codes and promotions

From time to time, we may offer discount codes, special offers or promotions.

Each code or offer will have its own conditions (expiry date, eligible products, minimum spend, number of uses per customer, etc.).
We may withdraw, cancel or amend any promotion or code at any time.
Unless stated otherwise, only one discount code may be used per order.

11. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or our failing to use reasonable care and skill.

However:

We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is obvious it will happen or if, at the time the contract was made, both we and you knew it might happen.
We only supply products for domestic and private use. If you use our products for any commercial or business purpose, we will not be liable for any loss of profit, loss of business, business interruption or loss of business opportunity.
Nothing in these Terms excludes or limits our liability for:
- death or personal injury caused by our negligence
- fraud or fraudulent misrepresentation
- any other matter which cannot legally be limited or excluded.

You are responsible for using our products safely, following whatever feeding guidelines and supervision advice we provide, and seeking veterinary advice where needed.

12. Events outside our control

We are not responsible for any failure to perform, or delay in performing, any of our obligations under these Terms that is caused by an event outside our reasonable control (for example, extreme weather, strikes, courier disruptions, accidents, or other unforeseen events).

If such an event occurs:

we will contact you as soon as reasonably possible, and
our obligations will be suspended for the duration of the event.

13. Changes to these Terms

We may update these Terms & Conditions from time to time.

The version of the Terms & Conditions displayed on our website at the time you place your order is the version that will apply to that order.

14. Governing law and jurisdiction

These Terms & Conditions are governed by English law, and any disputes will be subject to the jurisdiction of the courts of England and Wales.

15. Contact us

If you have any questions about these Terms & Conditions or about your order, please contact us:

Email: sales@littleclayhillfarm.co.uk
Telephone: 01278 574278