Terms & Conditions

Last updated: 26 October 2026

These Terms & Conditions explain the arrangements that apply when you visit our website or purchase products directly from us.

Please read them carefully before placing an order.

1. About Us

This website is operated by Crown Crest Pet Nutrition Ltd, a company registered in England and Wales.

Registered company name: Crown Crest Pet Nutrition Ltd

Company number: 17476892

Registered office: Unit A2, Tancocks Business Park, Four Cross Avenue, Cullompton, EX15 2FB, United Kingdom

Telephone: 0800 033 7900

Email: care@crowncrestpetnutrition.co.uk

Website: www.crowncrestpetnutrition.co.uk

References to Crown Crest, we, us or our in these terms mean Crown Crest Pet Nutrition Ltd.

References to you or your mean the person using our website or purchasing our products.

2. Using Our Website

Our website provides information about Crown Crest, our dog nutritional supplements and the products available to purchase.

You agree to use the website lawfully and not to interfere with its operation, security or availability.

We may update website content, product information and these terms when necessary. Changes to these terms will not retrospectively alter an existing order without your agreement.

3. Our Products

Crown Crest products are complementary feeds intended to provide nutritional support for dogs.

They are not veterinary medicines and are not intended to diagnose, treat or cure diseases.

Product descriptions explain the intended nutritional purpose of each formula. Individual responses may vary, and supplements should be used alongside a complete diet and appropriate everyday care.

Always read the product label carefully before use, including the full composition, feeding guide, suitability information, storage instructions and precautions.

Do not exceed the recommended daily feeding amount.

If your dog is pregnant, lactating, taking medication or receiving veterinary treatment, consult your veterinarian before introducing a supplement.

Our products are formulated for dogs and should not be given to other animals unless the relevant product label expressly states otherwise.

Nothing in this section affects your statutory rights or removes our responsibility to supply products that meet applicable legal requirements.

4. Product Information and Availability

We aim to display accurate product descriptions, images, ingredients, quantities and prices.

Product packaging may be updated from time to time. Please refer to the label supplied with your product for its current composition and feeding instructions.

If a material product detail changes after you place an order, we will contact you where necessary and explain your options.

All products are subject to availability.

If an ordered product becomes unavailable, we will notify you and offer an appropriate resolution, including a refund where we cannot fulfil the order.

5. Prices and Payments

All prices are displayed in pounds sterling.

Any applicable taxes will be included or clearly identified as required by law.

Delivery charges and the total amount payable will be displayed before you confirm your purchase.

Payment must be completed using one of the payment methods available at checkout.

We use payment services integrated with our ecommerce platform. Payment processing may be subject to the relevant provider's terms and security procedures.

We will not add optional charges without obtaining any consent required by law.

6. Placing an Order

By submitting an order, you are offering to purchase the selected products at the price and on the terms presented at checkout.

After placing an order, you will normally receive an email acknowledging that it has been received.

An order acknowledgement does not necessarily mean the order has been accepted.

A contract is formed when we send confirmation that your order has been accepted or dispatched, whichever occurs first.

If we cannot accept your order, we will inform you and arrange a refund of any payment already taken.

We may decline an order for a legitimate reason, including product unavailability, inability to process payment or an evident pricing error. We will explain the issue where appropriate.

Please check your order details, delivery address and contact information before submitting your purchase.

7. Delivery

We intend to use Royal Mail Tracked 24 for our standard UK parcel deliveries.

Royal Mail Tracked 24 aims to deliver on the next working day after posting, but this is not a guaranteed next day delivery service.

We aim to process and dispatch orders within one working day.

Orders placed after 2:00 pm will normally be processed for dispatch on the next working day.

Orders placed during weekends or bank holidays will be processed when normal business operations resume.

Delivery charges, available destinations and applicable delivery estimates will be provided before checkout is completed.

For further information, please read our Delivery Information page.

Any delivery estimates are subject to your statutory rights, including the requirement to deliver within the period agreed with you or, where no other period is agreed, within 30 days.

Responsibility for the goods normally passes to you when you, or a person identified by you other than the carrier, takes physical possession of them.

If your order is delayed, missing or damaged during delivery, please contact us so we can investigate and provide an appropriate resolution.

8. Cancelling an Order

You normally have the right to cancel an online purchase within 14 calendar days after receiving the goods, without giving a reason.

To exercise this right, you may contact us by email, telephone or post and clearly state your decision to cancel.

A clear statement of cancellation is sufficient. You may also use the model cancellation form provided in our Returns & Refunds policy, although use of that form is optional.

After notifying us of cancellation, you normally have a further 14 days to send the goods back.

Certain legal exceptions may apply, including to qualifying sealed goods that cannot be returned for health protection or hygiene reasons once unsealed after delivery.

This exception applies only where the relevant legal conditions are met.

For change of mind returns, you are responsible for the direct cost of returning the goods, as explained in our Returns & Refunds policy.

Eligible returns should be sent to:

Crown Crest Pet Nutrition Ltd

Unit A2, Tancocks Business Park

Four Cross Avenue

Cullompton, EX15 2FB

United Kingdom

We recommend contacting us before returning products so we can provide the appropriate instructions. You do not need our prior approval to exercise a valid statutory cancellation right.

Your rights relating to faulty, damaged or misdescribed goods remain unaffected.

Please refer to our Returns & Refunds page for further details.

9. Refunds

Where you exercise a valid statutory cancellation right, we will refund the amount due in accordance with applicable consumer legislation.

For cancellation of a complete order, this normally includes the original standard delivery charge. Any additional amount paid for a more expensive delivery option need not be refunded beyond the standard delivery cost.

Refunds will normally be made using the original payment method unless you expressly agree otherwise.

We may withhold the refund until we receive the returned goods or evidence that they have been sent back, where permitted by law.

Refunds will be issued within the statutory time limits.

Where goods are faulty, damaged or not as described, your statutory rights to an appropriate remedy continue to apply independently of the cancellation period.

10. Faulty or Incorrect Products

We are responsible for supplying products that are of satisfactory quality, fit for their intended purpose and as described.

If you believe your order is faulty, damaged, incorrect or otherwise does not meet these requirements, please contact us.

Where helpful, provide your order number, a description of the issue and relevant photographs.

We will assess the matter and provide an appropriate remedy in accordance with UK consumer law.

Nothing in these Terms & Conditions limits your rights under the Consumer Rights Act 2015.

11. Responsible Product Use

Our supplements are intended for use in accordance with their individual feeding instructions.

Please ensure that you select a product suitable for your dog and follow the recommended daily feeding amount.

Always provide access to fresh drinking water and store products as directed on the packaging.

Consult your veterinarian before combining supplements with prescribed medication or other nutritional products.

If your dog experiences an unexpected reaction, discontinue use and seek appropriate veterinary advice.

If your dog accidentally consumes more than the recommended amount, contact your veterinarian promptly.

Information provided on our website is intended to support informed purchasing decisions and does not replace individual veterinary advice.

12. Intellectual Property

The Crown Crest name, branding, logos, product images, website content and other original materials are owned by Crown Crest Pet Nutrition Ltd or used with the permission of their respective rights holders.

You may view and use website content for personal, lawful purposes.

You must not reproduce, distribute or use our protected materials commercially without the appropriate permission, except where permitted by law.

13. Website Links and External Services

Our website may contain links to third party websites, including payment providers, delivery services and social media platforms.

These services operate under their own applicable terms and privacy practices.

We do not control the content or operation of independent external websites.

This does not remove any responsibility that Crown Crest has to you under consumer law.

14. Privacy and Personal Information

We collect and process personal information in connection with website operation, customer enquiries, order processing and delivery.

Details about how we handle personal information, the purposes for which it is used and your applicable rights are explained in our Privacy Policy.

Our use of cookies and similar technologies is addressed in our Cookie Policy and any relevant consent settings.

15. Our Responsibility to Customers

We are responsible for losses that are a foreseeable result of our failure to comply with these terms or our failure to exercise reasonable care and skill, as required by law.

We do not seek to exclude or restrict liability where doing so would be unlawful.

In particular, nothing in these terms excludes or restricts our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or your statutory consumer rights.

We do not exclude responsibility for faulty or misdescribed products, failures in our contractual obligations or other matters for which liability cannot legally be excluded.

16. Complaints and Customer Support

If you have a question or complaint about an order, product or our service, please contact our customer care team.

Email: care@crowncrestpetnutrition.co.uk

Telephone: 0800 033 7900

Postal address: Crown Crest Pet Nutrition Ltd, Unit A2, Tancocks Business Park, Four Cross Avenue, Cullompton, EX15 2FB, United Kingdom

Please provide your order number where relevant so we can investigate your enquiry.

We aim to handle complaints fairly and provide a clear response.

17. Changes to These Terms

We may revise these Terms & Conditions to reflect changes in our operations, products, services or applicable legal requirements.

The latest version will be available on our website with its update date.

The terms applicable to an existing order will not be changed without the agreement required by law.

18. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

If you are a consumer living in Scotland or Northern Ireland, you retain any mandatory consumer protections available to you under the laws applicable in your place of residence.

Nothing in these terms prevents you from bringing proceedings in a court that has jurisdiction under applicable consumer law.