Terms & Conditions

Payment Methods


Storage of Millies Wolfheart Foods
Customers often transfer dry dog food into other containers for easier handling. If possible, store the food in its original packaging until the dog food has been consumed. The packaging contains important information often needed to identify the variety of dog food, the manufacturing plant, time it was made and the production date.
It is important you ensure that the storage area is cool and the food cannot be susceptible to moisture or fluctuating temperatures. This can cause condensation which leads to the kibble deteriorating and also causes mould etc.
If food is delivered and it left open to the elements, make sure that the bag is thoroughly dry before storage, failure to do this can cause issues after being brought indoors as condensation may form.
Please be aware that it is the customers responsibility to store food correctly.

 Not for Re-Sale
All goods purchased are done so on the strict understanding that they are for personal use and are not for resale.
*Be aware Breeders and Bulk Buyers if found to be reselling our food for profit without being a recognised supplier are in breach of our terms and conditions of sale therefore we will stop supplying them.
 
Discounts, Vouchers and Coupons
These are a privilege and a seasonal gesture of goodwill from Millies Wolfheart, misuse of these will result in the order being cancelled and money refunded. 
Millies Wolfheart can withdraw these privileges at anytime without prior notice.
 
Millies Wolfheart Tax Charges 
VAT is not charged on Working and Sporting Dog Food therefore VAT is zero
All treats are inclusive of VAT and it will show on your invoice a breakdown VAT of 20% for treats.
 
Order Acceptance
When you receive confirmation of your order, this is only an indication that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you notification that your order has been completed. We have included this term to ensure that when goods are no longer available, due to a price increase or change of offer we are able to amend the order. We will always contact you first to ensure that any revision is acceptable.
 
Millies Wolfheart Credit/Debit Card Security 
During the online checkout process you will automatically be redirected to a secure fully encrypted Paypal or Worldpay gateway where you will be asked for your credit card details, in order to complete the purchase transaction.
We do not hold any Credit/Debit Card details on our website, nor do we have access to the details that you provided to paypal

Telephone orders do not store payment details or any customer information so when you place a phone order ensure your card is ready and your billing address matches your card
 
Millies Wolfheart Privacy Policy
Millies Wolfheart do not disclose buyers information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Millies Wolfheart Damaged/Missing Goods
Please try to check your goods upon delivery. If signing for goods that are damaged please sign as "damaged", or "unchecked" if you're not able to check at the time of delivery.
In the unlikely event your order is received damaged/missing goods please contact us immediately via telephone (01535 280319). When contacting please be able to provide us with the following information: order date, order number.
In the case of missing items you will be required to provide photographs of the packagaing, products recieved and the invoices.
It is your responsibility to notify us of any incorrect goods supplied within 2 days of delivery.

Stock Balancing
Millies Wolfheart may on occasions supply you with an equivalent order, e.g. where you have ordered a 14.5 kg bag we may send you 3 x 5 kg, this is simply to ensure we control the stock levels so that we can provide the best service to you. 

Returns Policy
At Millies Wolfheart, we want your dog to be delighted with our products. This means that you can return or exchange products you are dissatisfied with providing that they are unopened, the outer packaging is undamaged and it is within 7 days of delivery. 
As you cannot return items which you have started to use, we strongly advise you to try a sample bag before committing to a large bag.
When returning a product, it must be sent back to us intact and in its original packaging. Please note that seals must be unbroken and prints undamaged.
To exchange a product, return it to us with a note explaining why you are unhappy and tell us which other product you would like to swap it with. If there is a difference in cost, we will contact you to arrange a payment/refund of the difference plus a redelivery cost of £5.00

*If you want Millies Wolfheart to organise an exchange, please note that we will charge you an additional £21 for exchanging an unopened item which includes administration, the collection, plus re-delivery costs. 

To return a product (for exchange or otherwise) please send it along with your order reference number to:
Millies Wolfheart 
Distribution and Customer Services,
Unit 2 Riparian Court,
Riparian Way,
Crosshills,
Keighley,
West Yorkshire,
BD20 7BW

Complaints Proceedure

Please download and fill out complaints form available here
The form can either be scanned / photographed and emailed to customerservices@millieswolfheart.co.uk

Alternatively it can also be posted to us at the following address:
Millies Wolfheart 
Distribution and Customer Services,
Unit 2 Riparian Court,
Riparian Way,
Crosshills,
Keighley,
West Yorkshire,
BD20 7BW

If you do not have the facilities to print and return the form, you can call the team on 01535 280319 and request a copy to be sent to you via post
We will endeavour to respond within 14 working days to update you on the progress of your complaint.

This agreement is governed by English Law and Distance Selling Regulations 2000 - The Consumer Contracts Regulations June 2014 [Re: perishable items]