General Terms and Conditions
Twinky’s pet bakery is committed to provide you with all of our terms and conditions. We are also committed to serving you ethically and responsibly. Please read and understand our terms and conditions below. By placing an order with us, you are deemed to have read, understood and accepted these terms and conditions.
This Site ("the Site") is subject to the following terms and conditions (the "Terms"). By proceeding to view this Site or any part of it, you acknowledge that you have read, understood and accepted these Terms, which shall constitute the entire binding agreement between you and Twinky’s pet bakery, who control and operate the Site, in respect of your use of the Site. No other terms shall apply. These Terms may be varied by Twinky’s Pet Bakery from time to time and the revised Terms will be deemed to apply at the relevant time in respect of your registration and/or use of the Site.
Intellectual Property and Copyright
You acknowledge and accept that all of the copyright, database rights and any other intellectual property rights which subsist in the design, layout, processes, functions, data and content of the Site are the property of Twinky’s Pet Bakery, its information providers or licensors. The Site is owned and operated by Twinky’s Pet Bakery. No part of the Site, its content or any of its underlying software and databases may be copied or reproduced, shared with third parties, reverse engineered, reverse assembled, or used to create any derivative work (whether in physical or electronic form) without the prior written consent of Twinky’s Pet Bakery.
Changes to the Site
The format and content of the Site may be changed at any time without notice. Its operation may be suspended or discontinued for support or maintenance work, in order to update its content or for any other reason. Access may be terminated either in relation to specific users or generally at any time and without notice.
Cancellation and refund policy
The business will replace the goods or refund all money paid for the order if it’s deemed error by Twinky’s Pet Bakery including postage and packaging within 30 days.
Please note if goods are not faulty, damaged and not sent in error due to perishable nature cancellation policies apply as below:
Please note if you changed your mind or wish to return the order due to no fault or no particular reasons and the order was not sent in error, you can return the order. Due to perishable nature we require the treats to be posted back to us in 72 hours from receipt. We don’t offer to pay for return postage. Refund will be issued once the order has been returned back to us in unopened condition.
Return postage: We suggest to post back the items as recorded, secured delivery, as we can’t be hold responsible for any delays or delivery issues or misplaced items by post.
Dog cakes and birthday boxes
If you placed the order and you change your mind or wish to cancel the order, please notify us in 24 hours in writing by email and cancellation will be free of charge and full refund will be issued. Please note we can’t accept cancellations over the phone or by voicemail. We will provide you with a written cancellation acknowledgement.
Please note once the order posted, we can’t offer any refund unless the product is damaged or send in error. Due to perishable nature of the cakes and cupcakes, we can’t accept any returns and issue refunds on any cancellations unless the item damaged or sent in error.
Please note, we would require a photo of the item, if you believe it’s not up to standard or damaged in transit or if you have any other concerns.
Cancellation fee may apply on orders which are not posted out but processed due to late cancellation, this will be decided and communicated to you in writing.
Cancellation on last minute/ short notice orders
Please note our advised delivery and process time is 7 days. If you place the order and your preferred delivery date is shorter than 7 days (short notice order) we will notify you in writing when we could schedule and post out the order. Once you accept the provisional dispatch dates our standard cancellation policy applies.
If you decide to cancel the order upon we got in touch with you, and you respond in 24 hours the cancelation will be free of charge. We will call you or email you, otherwise please communicate the cancellation request in writing.
If you don’t respond and don’t accept the provisional proposed dispatch times we won’t be processing your order until we have received clarification whether you want to keep the order you want to cancel the order. Please note, delay in response will delay the process and delivery times, for instance the initially offered / proposed delivery times may be extended if we don’t receive any response and we will provide you with new delivery dates.
In the event of any cancellation: We can’t accept any cancellation over the phone or by voicemail, we need you to confirm the cancellation by email to email@example.com
Where refund agreed, we will process it as per original payment method only.
As per the European Consumer Protection (distance selling) regulation 2000 requires us to inform you, your money will be returned in 30 days of cancellation, we aim to refund you in 14 days.
Delivery and postage
Please note our standard delivery service is Royal Mail and for express, guaranteed and secured deliveries we use Parcel Force / DPD.
Postage is automatically calculated at check out, unless you are placing a trade order where postage quotation will be provided prior making an order
You can select your preferred delivery service upon check out, please note if your order urgent or placed last minute we suggest to select the express delivery service.
Parcels will be scanned upon delivery and will have tracking numbers. The parcel tracking number is updated and email to you on the same day the parcel has been posted out.
Please ensure your delivery address and details are correct as incorrect address can cause a delay resulting the freshness of your order being compromised. Orders are posted to the address provided on your order form, unless you notify us in writing about the updated delivery address soon as possible.
Missed delivery : If you miss the delivery it is your responsibility to collect it from the depot or re-arrange the delivery. We will not accept responsibility or liability if the parcel not collected from the depot / carrier promptly.
It’s important you collect promptly as our products need to be stored in the correct condition and have limited shelf-life, such as cakes or cupcakes .We can’t accept liability for non- delivery of products or delay in delivery in circumstances beyond our control.
Suggested Delivery times:
For cake and birthday boxes we suggest to calculate with 1-2 days delivery as standard.
For treats only orders standard delivery suggested as 2-4 days.
Preferred delivery date:
Please note we can’t guarantee your order will be delivered by your preferred delivery date if it’s a short notice order, and our minimum process and delivery time of 7 days not provided to us.
Please note Please note on short notice orders we can’t guarantee exact delivery dates, only can advise on provisional, expected delivery dates.
Please note we can’t issue any compensation for delayed or lost parcels or any subsequent compensation in the event of delayed or lost parcel due to Third Party Carrier Company.
Suitability of Products
All of our dog treats are intended as complementary food item and not as a balanced canine diet or a complete dog food. We recommend that the approximate equivalent of treats given is deducted from your dog's daily food ration to ensure you are not overfeeding and risking obesity. If you are in any doubt whatsoever as to the suitability of our treats for your dog, or if your dog suffers from allergies, we recommend speaking to your vet before feeding our treats to your pet/pets.
Twinky’s Pet Bakery asserts it's copyright to this web shop, its content and all images on this web shop. No part of this website may be reproduced in any form without the prior permission.
Except as defined by law, Twinky’s Pet Bakery cannot be held liable for any accident, injury, illness or damage to persons, animals or property from ingestion of, or interaction with our products.
Information that we collect
To bring the best service to our users, we may collect information when you use the website. When you register or shop on our website, we’ll ask for information such as your name, address, phone number or credit card information. We may also collect information from your use our website, such as your historic order activities. This information may be collected with or without registration.
How we use information that we collect
We understand your personal information should be confidential, and we will never share the personal information with any third party. Your business information may be shared with our trusted business partners (such as our vendors) for the purposes of sales, marketing, order fulfilment, customer service and delivery. We promise that the information we collected will only be used for one or some of the following purposes:
To process your order
To improve our website
To improve user experience
To improve customer services
To send promotional and notification emails
Promotional and Marketing emails
On occasions, we send promotional and marketing emails that contain latest special offers, discounts, news. You have the right to opt-in or opt-out from receiving promotional emails at the time of registration of your account by ticking the relevant box. If you would like to change your opt-in setting, please contact us on firstname.lastname@example.org with this request.
Your Right to access your data we store
You have the right to access and review your information and data file that is kept on our secure internal database. Please contact us on email@example.com with this request.
Your Right to withdraw consent
You have the right to withdraw consent of us using your personal information at any time. Please contact us on firstname.lastname@example.org with this request.
Payment information security
We use one of the most secured payment system on the internet - PAYPAL. Your credit/debit card information is transmitted via the secured page hold by PayPal under Secure Socket Layer(SSL) technology. Once the payment is completed, you will be redirected back to our website. We will not store any of your private information on our servers.
Our Policy for Protecting Your Online Privacy
This website uses Google Analytics to help Analyse how users use the site. The tool uses "cookies," which are text files placed on your computer, to collect standard Internet log information and visitor behaviour information in an anonymous form. The information generated by the cookie about your use of the website (including IP address) is transmitted to Google. This information is then used to evaluate visitors' us of the website and to compile statistical reports on website activity for Twinky’s pet bakery.
We will never (and will not allow any third party to) use the statistical analytics tool to track or to collect any Personally Identifiable Information (PII) of visitors to our site. Google will not associate your IP address with any other data held by Google. Neither we nor Google will link, or seek to link, an IP address with the identity of a computer user. We will not associate any data gathered from this site with any Personally Identifiable Information from any source, unless you explicitly submit that information via a fill-in form on our website.
You may choose to accept or decline cookies. Most Web browsers automatically default to accept them, but you can usually modify your browser setting to decline cookies. If you reject cookies by changing your browser settings, then be aware that this may disable some of the functionality on our Website.
User’s Personal Information: Visitors to our website may be able to register to use our services, attend events, make a purchase, join a community or upload/download information. When you register, you will provide personal information such as name, address, email, telephone number or facsimile number and other relevant information. If you are making a purchase, we will request financial information including your credit card number, expiration date, and security code. Any financial information we collect is used only to bill you for your purchase. This information may be forwarded to your credit card provider. We will not disclose personally identifiable information we collect from you to third parties without your permission except to the extent necessary, including: To fulfil your requests, to protect ourselves from liability, to comply with the terms and conditions of our internet host provider.
3rd Party Policies
Related services and offerings linked to or from this website have their own privacy statements that can be viewed by clicking on the corresponding links within each respective website. Since we do not have control over the policies or practices of participating merchants and other third parties, we are not responsible for the privacy practices or contents of those sites. We recommend you review their policies before you provide any personal information or complete any transaction with them.
This policy adheres to the 2016/679 EU GDPR standards regulation effective as of 25th of May 2018.