Terms and Conditions

Terms & Conditions

Please read these carefully – they are a binding agreement when ordering from Benevo.com

Benevo.com is owned and operated by Vegeco Ltd, a vegan company based in Hampshire in the United Kingdom. Registered in England & Wales Company No. 5896605.

We aim for total customer satisfaction. If you have any suggestions or comments please contact us using the details below:

Our Contact details:

Benevo
c/o Vegeco Ltd, 
Unit 4 Downley Business Park,
Downley Road,
Havant, 
Hampshire
PO9 2NJ 
United Kingdom

Email: customerservices @ benevo.com

VAT Registration No. 889 5507 58 

Making a Purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete the order.

We accept payment by credit and debit card. 
We can not take payment via cheque or cash, sorry.
Currently we can only post orders within the UK.

When a confirmation order email is sent to you, this is to indicate that we have received your order. It does not indicate that a contract exists between us. 
All orders placed by you and purchases of goods from us (whether in-store, by telephone, via our website or by such other means as we may permit) are on the basis of these Terms and Conditions and are subject to acceptance by us either (as applicable): (i) by delivery of the goods to you; or (ii) by providing the goods you have purchased to you at our premises, at which point a legally binding contract is constituted between you and us.

We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

‘Best Before’ & ‘Use By’ Dates

Firstly, it important to point out that these two terms are often confused or used interchangeably, however they mean two very different things:

‘Best Before’ relates to quality – taste and appearance may change.

‘Use By’ relates to safety – the risk that the product may spoil.

‘Best Before’ dates are arbitrary dates that are only a suggestion of when a product will be in its ideal condition – they do not suddenly become unusable, inedible or even dangerous at that point in time – they are simply at their ‘best’ before these dates. Beyond the ‘Best Before’ date the character of the goods may gradually become affected by their storage condition, possibly changing the taste or the colour of the items. And some nutritional levels may fall below the levels stated on the pack. However, in our experience drops in quality normally happen months after such dates. Most products we handle have very long best before dates. Goods will have a long enough best before date to consume the goods based on your parcel delivery date. 

‘Use By’ dates are different, it is not recommended that you use those products after that date. Again, they may not be a problem, but they are likely to spoil. 

Bulk Orders

If you intend to order a large amount of one item, we strongly advise you to contact us to check if the ‘Best Before’ or ‘Use By’ dates are suitable, especially if you do not expect to consume them all immediately. We normally have very good dates on most products, but as an example if you buy 10 identical items that you intend to use just once a month – you may be disappointed if we have stock with a BBE date of 5 months. 

Delivery Schedule

Orders that have been paid for online will be prepared immediately. 

If you know you are unlikely to be in at the time of delivery, you may provide an alternative delivery address in the checkout, which allows many customers to receive orders at work, or via friends and family. 

Orders that arrive late or are returned to us as a result of incorrect delivery details or no one being present at the address at the time of delivery will not receive a refund for goods that as a result then become unsuitable for consumption. Nor will we accept costs incurred in collecting your order from an alternative address as a result of no one being present at the delivery address or incorrect delivery information. Orders returned to us will not receive a refund for postage and should you still require the order, postage is charged again. Some couriers will leave parcels without signatures but please assume in all cases, that a signature is required. So if you’re at work during the day and there’s no one at home, perhaps your work address would be better, or a relative or neighbour.

You accept the delivery company have the right to leave your parcel at a local post office or return it to the depot for collection if you are not in to receive the goods.
Most couriers will send you details of your estimated delivery time and various other options. Please make sure you provide a mobile number and email during checkout for the courier to communicate directly with you.
Please note couriers will typically GPS track where parcels are left, photograph them and/or leave a delivery note as part of their service, however they are a 3rd party company and any problems caused by them are out of our control and do not warrant a refund.

Offline Payment

Orders that are not paid for at the time of making them online will be held but not processed until payment is made. It does not reserve the goods you would like, so prompt payment is essential. If you do not contact us within 4 days we may cancel the order and make the items available to other customers again. Please use the contact form in the footer if you have placed an order without successfully completing checkout.
Goods will not be dispatched until full payment is received so please ensure you send the correct total amount including applicable delivery costs.

You agree that the ‘Service’ we provide begins once the order is received by us and paid for. Your order is prepared, picked, packed and dispatched all before you receive it. The ‘Service’ as defined in this sense begins from the time we commence this work, not when the parcel is dispatched, nor when it is received. Although stock levels are regularly checked, stock levels on the site are just an indication but may on occasions not reflect actual levels due to the nature of some items which are more perishable for example.

You agree that we may use your full contact details in order to assist with delivery. For example: including your telephone number on the delivery address label.

You agree that in line with UK legislation we have a maximum of 30 days in which to fulfil your order. Additionally, in the rare event that delivery may be delayed due to the actions or errors of a delivery company that you will allow us reasonable opportunity to intervene and ensure the goods are delivered to you. 

Delivery schedules are generally reliable (more so with couriers) but can not be guaranteed. Difficulties in the postal system, especially in the events of strikes or adverse weather are beyond our control, Therefore late delivery is not reason alone for a refund. If you believe your order may be late, do not hesitate to contact us as you will most likely know, before we will, if a problem is developing.

Tax Charges

In accordance with legislation, VAT is charged is charged at 20% on applicable goods and services regardless of where the customer is buying from. Tax is charged at source, which is the United Kingdom.

Importing Goods into Countries Outside the UK

If we have agreed to export goods outside the UK to you, then you accept that you are entirely responsible for import paperwork, charges, duties and taxes due on the goods you are importing. You must check with your customs department to make sure you satisfy their requirements before buying and the you fully understand the responsibilities and liabilities you will have for the goods you are importing. If you require specific information or paperwork, you must contact us before buying the goods with your requirements.
Returned goods will be dealt with in the same way as other orders. Refunds being dependent on who is at fault and the quality of goods returned.

Credit Card Security

This website is operated by Vegeco Ltd. We use the same level of encryption on our website as bank and government departments, so your connection is secure. When the order is placed at our website, you are passed to a Secure Payment Processor who uses the best levels of data security in the industry. Credit card numbers are encrypted using 128 bit encryption. They are not held in clear text on any web site.

Contacting Us

If you need to reach us, please send us a message via the contact page.

Privacy Policy

Benevo.com (Vegeco Ltd) does not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment (primarily for card processing and delivery). 

In this case, the third party will not disclose any of the details to any other party under their contractual agreements with us.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the ‘Remember Me’ Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser but if you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:

a. Take and fulfil customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes

Returns Policy

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at:

http://www.hmso.gov.uk/si/si2000/20002334.htm

For ALL parcels the following conditions must be accepted.

For example if you provide us with incorrect delivery details and the goods are lost, delivered to the wrong address or delayed we shall not be held liable for any costs. 

We may be able to arrange a collection with a courier for LESS that it would cost you – please contact us to discuss this. We would then usually refund the value of the goods less the cost of collection, which will ultimately save you a little money, Additionally the goods will be fully insured in transit. Please note however, that this option is not offered on small items that would travel in first or second class post.

You have 14 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.

Please note your purchase can not be returned if you have opened the item, unless you can prove it was compromised before you opened it by supplying photographs to us within 24hrs of delivery.

Refunds

We want you and your companion to enjoy Benevo pet food, however sometimes tings don’t always go to plan.
When it does go wrong, please contact us so we can help resolve your issue.

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund (subject to deductions) to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

There are occasions where a refund is appropriate and some where a refund is not possible.

Refunds
Refunds are not possible when:
1. Your companion doesn’t like the food – It doesn’t happen very often, so be sure to follow the 10-14 day transition guide. You can also try moistening the food slightly or adding their favourite topping to help with the transition. If in doubt you can order small sample packs from our shop.
2. The food has not been kept cool and dry – Cool and dry means storing it away from sunlight, heat, and moisture at a temperature of less than 22’C/77’F. Warm, humid conditions will cause the oil in the food to oxidise which smell a bit like paint and raised moisture can give way to mould growing. This is typical of most foods and can happen in just a couple of days storing it the wrong way.
If the food has either of these two issues on arrival, please report it with 24 hrs. The longer the period from receiving it to reporting it, the less chance there is we can refund the item.

Acceptable reasons for a refund:
1. Arrived damaged – Only new and checked products are ever sent but occasionally delivery companies damage the goods in transit. Where damage has resulted in the food being is exposed and it is reported with a photo within 24hrs, we will arrange a refund. The photo is required for our claim against the delivery company.
2. Ordered the wrong product – If by accident you have ordered the wrong product, you will need to return the item unopened at your expense. Once we receive and check the item is saleable, we can arrange the refund minus the original delivery cost (if any).
3. Received the wrong product – If we have sent the wrong item, please contact us to arrange collection and replacement or a refund if you no longer require the item. The product must remain unopened to qualify for a refund.
4. Return the products unopened – If your plans have changed, we understand that. In this case you are responsible for returning the goods in a saleable condition. Once received and checked we can issue the refund minus the cost of the original delivery (if any).
5. Other – If your reason for a return/refund request is not listed above choose this option to open a discussion with our team.

Website Terms and Conditions of Use

Please read this agreement carefully before accessing or using this site. By accessing or using the site, you agree to be bound by this agreement. The information and services on this site are provided by Benevo.com and its suppliers, subject to your agreement to the terms and conditions below. 

Use of Information and Services 

Benevo.com (Vegeco Ltd) assume no responsibility for any consequence relating directly or indirectly to any action or inaction you take based on the information, services or other material on this site. While Benevo.com strives to keep the information on this site accurate, complete, and up-to-date, Benevo.com and its suppliers cannot guarantee, and will not be responsible for any damage or loss related to, the accuracy, completeness or timeliness of the information. 

Limitation of Liability

In no event will Benevo.com or its suppliers be liable for any special, indirect, punitive, exemplary or consequential loss, or any loss whatsoever, including loss of data or profits and the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise, even if advised of the possibility of such damages. You acknowledge and agree that the limitations set out above are fundamental elements of this agreement and the site would not be provided to you without such limitations. 

Indemnification

You agree to indemnify, defend and hold harmless Benevo.com, its affiliates and suppliers from any liability, loss, claim and expense (including reasonable legal fees) directly or indirectly related to your breach of this agreement. 

Proprietary Rights

All materials on this site (as well as the organisation and layout of the site) are owned by and subject to the copyright of Benevo.com or its suppliers and may be accessed, downloaded or printed only for your personal non-commercial use. Without the prior written permission of Benevo.com or its suppliers, you may not copy, distribute or transfer any material on this site, in whole or in part. 

Changes to Site

Benevo.com and its suppliers may make improvements or changes in the information, services, products, prices and other materials on this site, or terminate this site, at any time without notice. Benevo.com may modify this agreement at any time and such modifications shall be effective upon posting of the modified agreement on this site and Benevo.com providing a link to the modified agreement on the home page of this site. Your continued access or use of this site upon or after the date of such posting shall be deemed your acceptance of the modified agreement. 

Miscellaneous

Benevo.com’s failure to insist upon strict enforcement of any provision of this agreement shall not be construed as a waiver of any provision or right. 

This agreement will be governed by and construed and interpreted in accordance with the laws of England and the parties hereby submit to the non-exclusive jurisdiction of the English Courts.

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