Terms & Conditions

Please take time to read this as by using our website www.naturaltreatsbristol.co.uk and placing an order you are accepting our Terms and Conditions below including our Privacy and Cookies Policies. These terms where applicable also apply to purchases made in store at Natural Treats Bristol shops (one in Warmley and one in Chipping Sodbury). By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. We reserve the right to refuse service to anyone for any reason at any time. 

  1. Ownership & Intellectual Property

  2. Product Availability

  3. Product Descriptions & Pricing

  4. Online Orders & Acceptance Of Your Order

  5. Deliveries

  6. Delivery of Frozen Goods

  7. Returns & Refund Policy

  8. Faulty Goods

  9. Promotions & Discounts

  10. Loyalty Scheme

  11. Your Account

  12. Website Updates & Changes

  13. Limitation of Liability. Indemnity. Disputes

  14. Privacy Policy

  15. Cookies

  16. Registered Company Information


1. Ownership and intellectual property.

1.1 The website www.naturaltreatsbristol.co.uk is owned and operated by Natural Treats Ltd.

1.2 The copyright and all other intellectual property rights over the content and the website are either owned by us or are included with the permission of the owner of the rights.

1.3 Copying and/or use of any text, images or other content of any kind of www.naturaltreatsbristol.co.uk is not permitted without our prior written consent. It may not be produced, copied or distributed for commercial use without our prior written consent.

2. Product Availability

2.1 Goods sold on this website are subjected to availability, and our acceptance of your offer to purchase our goods is subject to their availability. Our acknowledgement of order acceptance via the website, email or phone is not a guarantee of delivery. If for any reason we can't deliver the goods you have offered to purchase, we will let you know as quickly as we can and give you a full refund or offer an alternative product.

2.2 We reserve the right but are not obligated to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time.

3 Product Description and pricing

3.1 We make all reasonable efforts to ensure that all descriptions, ingredients, weight and graphical representations of items available from us corresponds to the actual products that you will receive. Please note the, however, the following:

a) Images of food products are for illustrative purposes only. There may be slight variations in colour between the images of a product and the actual products sold due to differences in computer displays, lightning conditions, and the fact that food items will naturally vary in appearance.

b) Images and/or descriptions of packaging are for illustrative purposes only, the actual packaging of food products may vary or have recently been changed by the supplier.

c) Due to the nature of the frozen and dried products sold through our website, there may be up to a small % variance in the size/weight/volume between the food products and the description.

d) There may be occasions where a manufacturer has changed their recipe and has not yet reflected in the information on our product page. In addition some product description may have been supplied by a third-party. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product ingredient.

3.2 Please note that the above does not exclude our responsibility for mistakes due to negligence on our part and refers only to minor variations of the correct food products. Please refer to the Section 8 regarding faulty, not as described or incorrect items.

3.3 The prices quoted on our website apply only to products sold through the website. Where the same products are available via another stockist different prices may apply. All prices are shown in £ sterling and include VAT, where applicable.

3.4 If we discover an error in the pricing on our website, we are not obliged to accept your offer to purchase and may contact you to agree to a change or cancellation in your order.

3.5 Delivery changes are not included in the price of any products displayed on our site. Delivery options and related charges will be presented to you as part of the order process.

4. Online orders and acceptance of your order

4.1 When you submit an order to us on the website, you will receive an email from us acknowledging your order (“Order Confirmation”). You should check this email for accuracy and let us know immediately if you believe there is an error in your order. Please note that the Order Confirmation does not mean that your order has been accepted.

5. Deliveries

5.1 Deliveries in Bristol and in surrounding areas to 15 miles from BS30 or BS37 postcodes

a) Most local orders will be done by Natural Treats Bristol representative. We aim to deliver orders within 48 hours from receiving them. On the day of delivery, if you are not able to be in all day and have not left any special delivery instructions we will text/email details of where your order has been left. The Natural Treats Ltd cannot accept responsibility for the items once left.

b) When possible please let us know what days/times suit you best to receive your order. If you think you may be out please enter some special instructions at the checkout to let us know where it is best to leave your order. 

c) Regular deliveries will be made Monday - Friday, weekend deliveries will be done at our discretion.

d) Free Delivery on all orders over £25. There is a £3.50 charge on orders below £25.

5.2. Deliveries to rest of the UK

a) These orders will be sent out via courier. We aim to dispatch all orders next business day, using Next Day delivery service (1 - 2 working days). However in some cases this cannot be guaranteed. Unless the items you have ordered are out of stock, your order will usually be delivered to you within 5 working days (on occasions Natural Treats Ltd  may use an alternative courier, this may take up to 6 working days).

b) Free Delivery on all orders over £60. Orders below £60 will have a £5 delivery charge.

5.3 Additional delivery timescales will take place over Bank Holidays and Christmas Holidays (please contact for information).

5.4 On occasions products may be shipped direct from our suppliers, therefore if you’ve ordered more than 1 item, they may be dispatched and delivered separately.

5.5 Please check your order at the time of arrival. If you are missing items from your order then you must notify us within 24 hours via email naturaltreatsbristol@gmail.com.

5.6 We offer Click & Collect from our Warmley store only. Place your order free of charge online and select the time you'd like to collect it. We will notify you when your order is ready for collection.

5.7 In the unfortunate event of a courier misplacing the parcel, we will raise an investigation with the courier company. If after 2 months the parcel is still missing, we would send out a replacement order. Once the original parcel is delivered, we'll send out a return label and ask you to send it back to us.

6. Delivery of Frozen Goods

6.1 We deliver Raw and Frozen products in Bristol or in a 15 miles radius of our shops in Chipping Sodbury or Warmley. We DO NOT ship frozen goods. 

6.2 All frozen food orders will be packed on the same day of delivery. Whenever possible orders will be packed in poly boxes. Sometimes this is not possible. Currently we do not use frozen transport.

6.3 Ownership of ordered goods will pass to you once we have delivered the order (either to you, left it in a safe place or left it with your neighbour as instructed by you). 

7. Refund and Return Policy

7.1 If you have any problems with your order or any of the items are unsatisfactory, please get in touch with us naturaltreatsbristol@gmail.com. We will do our best to deal with your problem efficiently. 

7.2 We are unable to accept returns on frozen, raw and perishable goods as these are exempt from the right to return. This does not apply to faulty goods.

7.3 Refunds are available for any non-frozen / non-perishable goods within up to 30 days of purchase, and you must return the goods within 14 days of requesting a refund, complete with the original packaging to us at your own expense.

7.4 It is your responsibility to take reasonable care of the goods before they are returned to us. Goods must be packaged adequately to protect against damage and arrive in a saleable condition. If there is any damage or deterioration evident, we will change you for the reduction in value.

7.5 All monies paid to us by you including any postage / carriage will be refunded within 30 days, less any costs due under this contract.

7.6 We are not able to offer refunds on goods bought in person from our shops which are being returned for example because they are no longer required or you have changed your mind.

7.7 This refund policy does not affect your legal rights - for example, if goods are faulty or inaccurately described. 

8 Faulty Goods (purchased online or in-store)

8.1 If there is a problem with the goods you have purchased, please notify us by email or in writing providing details of the problem within 7 days of delivery. It is helpful if you can provide us with a digital photograph of the problem. We will deal with the matter in accordance with your legal rights.

8.2 We will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.

8.3 If the item is no longer available we will offer an alternative. In this instance you will have the option of a refund or in-store credit.

8.4 if faulty goods have not previously been returned to us you are responsible for their disposal.

9 Promotions and Discounts 

9.1 For a promotion or offer to be applied to your online order, a valid promotion coupon code must be entered into the coupon box on the basket page. Orders cannot be discounted afterwards once the order has been completed.

9.2 If you have a discount card to use in-store you must show it before making your purchase. Discounts cannot be applied once your purchase has been completed.

9.3 Discounts, deals and promotion codes are subject to the terms and conditions specified on a per promotion basis. Only one code can be used per order. Discount codes cannot usually be used in conjunction with any other existing offer or promotions.

10. Loyalty Scheme

10.1 Natural Treats Bristol operates an in-store loyalty scheme at Warmley BS30 8XT and Chipping Sodbury BS37 6BA Natural Treats Bristol shops. This is only available in store, and rewards cannot be earned or redeems online or at any other location.

11. Your Account

11.1 You are responsible for (1) maintaining the confidentiality of your account password and (2) restricting access to your computer to prevent unauthorised  access to your account. You agree to accept responsibility for all activities that occur under your account or password and should inform us immediately if you believe your account has been compromised.

11.2 You must ensure that the details provided by you on registration at the website or at any time are correct and complete. We cannot be held responsible for issues with orders and deliveries that occur as a result of incorrect details that you have not updated on your account.

11.3 Use of the website and sales is restricted to those aged 18 and over. By using the website and an account you agree you are aged 18 or over.

12. Website Updates and Changes

12.1 Access to our site is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue our site (or any part of it) at any time and without notice. We will not be liable to you in any way if our site (or any part of it) is unavailable at any time and for any period.

12.2 We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

13. Limitation of Liability. Indemnity. Disputes

13.1 You agree to indemnify and hold Natural Treats Ltd free from all liabilities, claims and expenses that arise out of the content you submit, post or transmit via our website, or from you use/misuse of the website, or the use/misuse by any person for whom you are responsible or from your violation of the terms and conditions.

13.2 These terms & conditions are the relationship between you and Natural Treats Ltd (whether contractual or otherwise) shall be governed by, and interpreted in accordance with, English law. The English courts shall have jurisdiction to resolve any disputes between us.

13.3 Nothing in these Terms of Sale seeks to exclude or limit your legal rights as a consumer.

13.4 Events Outside of Our Control (Force Majeure) - We will not be liable for any failure or delay in performing our obligations where failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial actions by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war, epidemic or other natural disaster, or any other event that is beyond our reasonable control. Given the nature of our business, deliveries can significantly be affected by adverse road conditions and road closures / RTIs.

13.5 If any event described under 13.4 occurs that is likely to adversely affect our performance of any of our obligations under these Terms of Sale, Natural Treats Ltd will always, where possible, endeavour to work with customers to find alternative ways to obtain their goods.

  1. We will inform you as soon as is reasonably possible and will take all reasonable steps to minimise the delay.

  2. To the extent that we cannot minimise the delay, our obligations will be suspended and any time limits that we are bound by will be extended accordingly.

  3. We will inform you when the event outside of our control is over and provide details of any new dates, times or availability of Goods as necessary.

13.6 Links to other sites may be included on our site. Unless expressly stated, these sites are not under our control. We neither assume nor accept responsibility or liability for the content of third party sites. The inclusion of a link to another site on our site is for information only and does not imply any endorsement of the sites themselves or of those in control of them.

14. Privacy Policy: How we use your personal information (Data Protection)

14.1 Natural Treats Ltd respects and values our customers' privacy. All personal information that we may use will be collected, processed, and held in accordance with the provisions of EU Regulations 2016/679 General Data Protection Regulation (“GDPR”) and your rights under the GDPR.

14.2 We collect only the data required for customers to place an order with us. This data is provided by you, within the ‘My Account’ section and can be edited by you at any time. Your title, name, address, email address and telephone number are required and used for delivery purposes and for contacting you about your order.

14.3 Payment details are collected and stored securely by WePay is a certified Level 1 PCI Compliant Service Provider (the highest level). The PCI DSS certification process is designed to protect your sensitive data. Natural Treats Ltd does not record or store any of your payment details ourselves, and does not record “Sensitive Authentication Data”.

14.4 With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email, post, text or phone with information, news, and offers on our products. You will not be sent any unlawful marketing or spam and will always have the option to opt-out again.

14.5 Customers who opt-in to join our mailing list - your name and email address are securely stored via our mailing list provider, Mailchimp, and are only used for official Natural Treats Ltd newsletters. You can unsubscribe from this list at any time.

14.6 Your detail will never be shared with any third-parties subject to the following exceptions:

  1. If, with your express permission, it will resolve a complaint or query, we may pass your phone number or email to a supplier.

  2. If we are legally required to do so.

  3. If we sell, transfer or merge our business in full or part, any new owner or partner may use your personal data in the same way that we have, as specified in this privacy policy.

14.7 You can view, amend or withdraw your details at any time, either via account with us or by contacting us directly in writing naturaltreatsbristol@gmail.com.

14.8 Changes to this privacy policy

We may change this privacy notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection. Any changes will be immediately posted on our site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of our site following the alterations. We therefore recommend that you check this page regularly to keep up-to-date.

15 Cookies

Our site may place and access certain first-party Cookies on your computer or device. First-party Cookies are those placed directly by us and are used only by us. We use Cookies to facilitate and improve your experience of our site and to provide and improve our products and services. In addition we use analytics services provided by Google Analytics which also use Cookies. Website analytics refers to a set of tools used to collect and analyse usage statistics, enabling us to better understand how people use our site. For more details, please refer to our Cookie Policy.

16 Registered Company Information

Natural Treats Ltd.

Registered office address: 25 Longford, BS37 4JL Yate

Company Registration Number 12408719

VAT number 315761016

Natural Treats Ltd welcomes feedback to help us improve and develop.