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The Old Stables, Manor Farm
West Worldham
Alton, Hampshire, GU34 3BD

© 2019 The Red Dog Company

TERMS AND CONDITIONS

General
These terms and conditions apply to the use of the www.thereddogcompany.com website which is operated by Red Dog Holdings Limited (trading as The Red Dog Company). References to “The Red Dog Company” or “we”, “us” and “our” shall be deemed to be references to Red Dog Holdings Limited.  References to “you”, and “your” shall be deemed to be references to persons placing an order via the www.thereddogcompany.com website, as well as for telephone or postal orders. These terms & conditions also cover our emails and any other associated promotional activity.

By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not make any order through our website, emails or by phone.
Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by telephone on 0808 196 1400 from Monday to Friday, between 09:00 and 17:00, or by email on info@thereddogcompany.com.

Both inbound and outbound calls may be recorded for quality monitoring and training purposes.

Our details:


Head Office
The Red Dog Company
The Old Stables, Manor Farm
West Worldham, Alton
Hampshire
GU29 0DA


Telephone: 0808 196 1400​

Registered Office
Red Dog Holdings Limited
The Maples
Fydell Court, St Neots
Cambridgeshire
PE19 1UJ


Registered in England and Wales No. 11381400
 
Orders
When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions.

By placing an order through our website you are making an offer to The Red Dog Company to purchase the goods outlined in your order upon the terms described in your order.

When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is needed so we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.

Please note, we may not be able to change/amend or cancel your order once it's been picked in our Warehouse.

All prices on our website and emails are shown and charged are in GBP.

After placing an order online, we will provide you with confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted, charged, processed and despatched to you.

Please note that we will not be able to meet any obligations as a result of the following reasons:

 

  • If the product you ordered is out of stock.


  • We are unable to authorise your payment.


  • If it is identified that there is a product description or pricing error.


  • If customers do not reach any order criteria outlined in the Terms & Conditions.


  • If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.


Should there be an issue with your order, one of our Customer Service team will contact you either by phone or email. If we have issues authorising payment, we will contact you via phone or email.

The Red Dog Company reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from The Red Dog Company website.

When placing an order, you will be added to our mailing and/or email list. However, should you wish to not receive mailings, please inform our Customer Service team and they will remove you from our mailing and/or email lists.

Once an order has been despatched from our Warehouse, we cannot cancel it, stop it or delay the delivery, nor change the delivery address.

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 2 working days of receiving the parcel.
 
Debit / Credit card & PayPal Payments
Please note that you will be charged straight away for the whole value of the order. This is also the case for items which are pre-ordered which you will not receive straight away or with the rest of the in-stock items.
 
Payment by Cheque
If you are paying by cheque, on rare occasions items may sell out whilst the cheque is being cleared. Where this occurs, we will reissue a cheque for the amount.
 
Website Product Pricing and Descriptions
Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product.

We undertake all reasonable care to ensure that all the details, prices and descriptions of products on our website are accurate at the time when they are either entered onto our system. Whilst we endeavour to keep the website as up-to-date and accurate as possible, there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information.

Please note that we are unable to confirm the price of a product until your order is accepted in line with our order acceptance conditions.

On very rare occasions, an error may occur, and goods may be incorrectly priced on our website, mailings and/or catalogues. In these circumstances, we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all.

We reserve the right to correct any price errors as we see fit.  If such a situation occurs, we will cancel your order and refund the price you have paid, and in addition will use reasonable endeavours to contact you and ask you whether you wish to repurchase the item at the correct price.  If we are unable to contact you, we will proceed to cancel your order and refund the price you have paid.

We take every care to ensure that the description and specification of our products are correct at the time of publishing. However, specifications and descriptions of products on this website are solely to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding.

Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.

Please note we cannot be responsible for any third-party articles, websites or all other external press for price discrepancies and the advertising of out of stock items. We will not be in the position to refund any price discrepancies between such articles and our website.

Product Variation
Please note most of our products are hand-made and/or have a unique finish, shape, colour, natural imperfections, texture and may vary from the picture you see on our website, and/or from one product to the other if you order more than one. Dimensions may also slightly vary.

Each item is manufactured from natural sources, so size and colour may vary slightly making each piece completely unique.
 
Contract Cancellation
If you wish to cancel your whole order and return it to us, you must let us know within 10 days of receiving your parcel. Please call our Customer Service team on 0808 196 1400 or inform us via email at info@thereddogcompany.com. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back, we will issue a full refund via your original method of payment.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.

Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right.

This policy does not affect your statutory rights.
 
Returns Policy
Goods must be returned to us within 14 days of receipt, unused and undamaged, and in their original packaging with the returns slip completed.   

Should you which to return any items please call our Customer Service team on 0808 196 1400 or inform us via email at info@thereddogcompany.com.  Please ensure that you include a Returns Slip provided to you by our Customer Services within the parcel.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

If an undamaged item is returned to us outside of the14 day time frame, we have the right to refuse the return, or in certain circumstances we may issue a (partial) refund via credit note at The Red Dog Company’s discretion.

It can take up to 7 working days from the date of your return for your parcel to be delivered back to our Warehouse.

We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 14 days to be processed, especially during busy periods.

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email.

If you wish to receive a replacement, the new item will be despatched once the original product has been received in our Warehouse.

We cannot accept returns of washed and/or used textile (beddings, cushions, etc...).

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at The Red Dog Company’s discretion.

We cannot accept responsibility for packages that never reach us.  We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team.

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by The Red Dog Company.

This policy does not affect your statutory rights.

Damaged / Faulty Goods
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 2 working days of receiving the parcel, or within 30 days should the fault develop after receipt.

Should you which to return any items please call our Customer Service team on 0808 196 1400 or inform us via email at info@thereddogcompany.com.  Please ensure that you include a Returns Slip provided to you by our Customer Services within the parcel.

You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.

Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear.  Please make sure to read all care instructions on the “Size & Info” section on a product page.  If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.

We cannot accept responsibility for packages that never reach us.  We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team.

Promotions
Please note that only one promotional offer can be used at any one time.

Promotional codes are not valid on Sale items or Clearance products.

Although we will instruct affiliate windows, press and magazines to remove offers or promotions from their sites/publications when they are no longer valid, we cannot be responsible for the failure to do so and will not be in the position to refund any price discrepancies between such articles and our website.
 
Credit Notes
Credit notes are created as and when a refund is not possible or you have specifically requested a credit note.

Credit notes are valid for 1 year from the date it was created.  Your credit note code will be communicated to you via email.  

Disclaimer & Limitations of Liability
The Red Dog Company does not look to exclude or limit liability for personal injury or death arising from its negligence or that of its employees, agents, members or directors or for any misrepresentation that is fraudulent.

To the utmost extent allowed by law and save as provided above, neither The Red Dog Company nor any linked company shall be liable to you by reason of any representation, or any implied condition, guarantee, or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of The Red Dog Company or any of its employees, agents, members or directors or otherwise) for any indirect special or resultant loss or damage (including but not limited to loss of profit or loss of saving), expenses, costs, or other claims for compensation whatsoever which arise out of, or in connection with the use of the The Red Dog Company website, the supply of the products or their use of resale by you).

These limitations of liability, as outlined here, shall apply equally for the benefit of Reg Dog Holdings Limited and any other linked company as if references to The Red Dog Company included references to each linked company.

Whilst we try and do everything reasonable to try and keep the information on this website up-to-date and correct, The Red Dog Company do not give any warranty to its completeness or correctness and The Red Dog Company cannot be held responsible for any omissions, errors or for any resulting implications from the use of this information.

The Red Dog Company make all reasonable effort to ensure a reliable and fast service but we do not guarantee that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems.

In addition, The Red Dog Company cannot be held responsible or liable for your use of any websites that are accessible from this website as we do not have any control or responsibility for these. Any such links should not be viewed as an endorsement or an affiliation with The Red Dog Company.
 
Privacy
Our Privacy Policy can be found on our Privacy & Cookie Use page. Visitors are required to read this privacy policy. In accessing, browsing or otherwise using this website, you confirm that you have read, understood and agree to this privacy policy in its entirety. If you do not agree to this privacy policy in its entirety, you should not use this website. In using the website, you also agree that we can use cookies on your computer, mobile or other device - please see our Privacy & Cookie Use page.

Copyright & Trademark
All the content of the pages on the website (including pictures, logos, photographs, copy and other materials) represent the copyright or registered trademark of The Red Dog Company or its technology providers or their respective owners. ALL RIGHTS RESERVED. The modification, copying, circulation, reproduction, or incorporation of into any other work of part of or all of content available on the The Red Dog Company site is forbidden, with the exception of:

Copying, printing (solely one copy) or downloading extracts of the content of the website for the sole purpose of using the website in good faith for placing an order with The Red Dog Company or for non-commercial purposes.

The complete liability of The Red Dog Company under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.

The Red Dog Company will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.

The Red Dog Company may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific written permission of The Red Dog Company.

No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.
 
Territory and Law
The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.

This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.