Terms of service

GHOST AND HOUND LIMITED – TERMS OF SERVICE

Welcome to Ghost and Hound Limited ("we", "our", "us"). We operate the online store ghostandhound.co.uk. By accessing our website, browsing our inventory, or placing an order, you agree to comply with and be bound by the following Terms of Service. Please read them carefully before using our platform.

1. Business Identity & Contact Details
Ghost and Hound Limited is a registered company in the United Kingdom. 

  • Registered Address: Ghost and Hound Limited, MK46 4FR.
  • Core Contact: hello@ghostandhound.co.uk

2. Eligibility & Website Use
By agreeing to these Terms of Service, you represent that you are at least 18 years of age and possess the legal capacity to enter into binding commercial transactions. You may not use our products or website for any illegal or unauthorized purposes.

3. Orders, Pricing, and Product Information

  • Pricing Changes: All prices listed on our site are displayed in GBP (£). We reserve the right to alter pricing at any moment without prior notice.
  • Inventory Errors: While we make every effort to display accurate stock counts, structural errors can occur. We reserve the right to cancel any order if a product becomes unavailable.
  • Right to Refuse Service: We reserve the absolute right to reject or cancel any order placed with us. We may, at our sole discretion, limit or cancel quantities purchased per person, per household, or per order. 

4. Terms of Payment
Payment must be completed in full at the time of checkout. We accept payments via the secure processing methods enabled on our Shopify gateway (including major credit/debit cards and digital wallets). Orders will not enter our fulfilment queue until payment is successfully cleared.

5. Delivery & Collection Terms
By placing an order, you explicitly agree to the operational constraints detailed in our Shipping Policy:

  • Geographic Limit: We fulfill deliveries to Mainland UK addresses only.
  • Dispatch Timelines: Nationwide shipments leave our depot Monday through Thursday only. No orders are dispatched on Fridays, Saturdays, Sundays, or UK Bank Holidays.
  • Click & Collect Storage Fees: All frozen or raw item orders selected for Newport Pagnell pickup must be collected within 2 working days of the order date. Failure to collect items within this timeframe may result in storage fees being appended to the transaction.
  • Local Route Deadlines: Local MK postcode deliveries require a baseline spend of £30 and are subject to strict cut-off times (Monday 5:00 PM for Tuesday drops, Wednesday 5:00 PM for Thursday drops).

6. Perishable Goods Disclaimer & Transit Risks

  • The 10kg Frozen Minimum: Nationwide courier orders containing frozen or raw goods must meet a minimum weight threshold of 10kg to maintain insulation. Orders below 10kg will be automatically cancelled and refunded.
  • 99kg Ordering Cap: Individual online transactions are capped at 99kg. Bulk orders above this weight must be arranged via email prior to purchase, or the system will automatically cancel the transaction.
  • Thawing Realities: Our courier partners utilize ambient, non-refrigerated vehicles. While we pack frozen goods using premium wool or poly insulation boxes and double-box your items, minor surface thawing may happen. Goods arriving cold to the touch are legally safe to refreeze immediately.
  • Failed Delivery Liability: It is your absolute responsibility to be available to receive your courier delivery slot or to designate a safe, shaded delivery spot. We accept no liability for ruined or fully defrosted shipments stemming from missed deliveries.
  • Extreme Heatwaves: During periods of extreme hot weather, shipments travel entirely at the customer's risk. We disclaim liability for products that fully defrost or spoil due to intense transit temperatures during a heatwave.
7. Cancellations, Returns, and Refunds
Your right to a return or refund is governed strictly by the product classification under the Consumer Rights Act 2015:
  • Perishable Goods (Raw, Fresh, and Frozen Food): For health, safety, and hygiene reasons, raw and frozen items are exempt from standard cancellation and return rights. All sales of perishable items are final
  • Non-Perishable Goods (Dry Goods): You have the right to return dry goods (toys, treats, accessories) within 7 days of delivery, provided they are completely unopened and in original packaging. You must notify us within 24 hours of arrival to initiate a return, and you must cover all return shipping costs.
  • Midday Dispatch Cut-off: Order cancellations must be requested via email to hello@ghostandhound.co.uk before 12:00 PM (Noon) on your scheduled dispatch day. Requests received after this time cannot be fulfilled as the goods will be in transit.

8. Limitation of Liability

  • To the maximum extent permitted by UK law, Ghost and Hound Limited shall not be liable for any direct, indirect, incidental, or consequential damages arising from the use of our products, transit delays by third-party couriers, or the spoilage of perishable goods due to customer absence or extreme weather conditions.

9. Governing Law

  • These Terms of Service and any separate agreements whereby we provide you services shall be governed by and construed in accordance with the laws of England and Wales, and you agree to submit to the exclusive jurisdiction of the English courts.

10. Modifications to the Terms

  • We reserve the right to update, change, or replace any part of these Terms of Service by posting updates to our website. It is your responsibility to check our website periodically for changes.