T & C's

HUGO & OTTO TERMS & CONDITIONS /GIFT CARDS / PRIVACY & COOKIE POLICY/DELIVERY & RETURNS/EXCHANGES/CREDIT NOTES

Definitions:

Buyer: means the individual or organisation that buys or agrees to buy the Goods from the Seller.
Consumer shall have the meaning ascribed in section 12 of the Unfair Contract Terms Act 1977.

Contract: means the contract between the Seller and the Buyer for the sale and purchase of Goods incorporating these Terms and Conditions.
Goods: means the articles that the Buyer agrees to buy from the Seller. Website: means www.hugoandotto.com

Seller means:

Hugo & Otto Limited
Company No: 09026219
Registered Company Offices:

Accountants:  Cholmondeley House Dee Hills Park Chester CH3 5AR Cheshire United Kingdom.
Terms and Conditions: means the terms and conditions of sale set out in this agreement and any special terms and conditions agreed in writing by the Seller.

------------

 

Conditions:

The Buyer's statutory rights as a Consumer is not affected by any of these terms & conditions set out. You are also protected by the Distance Selling Act. These Terms and Conditions shall apply to all contracts for the sale of Goods by the Seller to the Buyer and shall prevail over any other documentation or communication from the Buyer.
Acceptance of delivery of the Goods shall be deemed conclusive evidence of the Buyer's acceptance of these Terms and Conditions.
Any variation to these Terms and Conditions (including any special terms and conditions agreed between the parties) shall be inapplicable unless agreed in writing by the Seller. Prize Draws and Competitions
Ordering
All orders for Goods shall be deemed to be an offer by the Buyer to purchase Goods pursuant to these Terms and Conditions and are subject to acceptance by the Seller. The Seller may choose not to accept an order for any reason.
Where the Goods ordered by the Buyer are not available from stock the Buyer shall be notified and given the option to either wait until the Goods are available from stock or cancel the order and receive a full refund within 30 days. The buyer must ensure that all contact details for the transaction and purchase is correct at registration and completion of purchase. Hugo & Otto reserves the right to withdraw any products from sale if the buyer cannot be contacted.

 

Price and payment:

The price of the Goods shall be that which is stipulated on the Website.

 

 

FOR UK ORDERS ONLY:

The total purchase price including delivery charges, if any, will be displayed in the Buyer's shopping cart prior to confirming the order.

 

FOR EUROPE & WORLDWIDE ORDERS:

The total purchase price will be displayed in your shopping cart. Hugo & Otto use an approximate UK & European shipping guide price which is based on the size and weight of your goods and will approximate the shipping charge and show at check out.

However, a cautionary note some items that have to be prepared for shipment like heavy dog beds and goods will exceed the normal shipping charges. International shipping and couriers calculate their charges per volume weight which is the Size of the carton/box times the weight of the carton/box. And also the country destination from the shippers address. For items worldwide we will have to calculate your order and obtain a correct shipping quotation for your shipping destination. You may also be required by your country to pay Country import taxation which you will be responsible to pay. Each country has it's own taxation rules and to find these we suggest that you obtain upto date information.

If you need assistance we are happy to help you and would ask that you please email for information on delivery charges, Tax & shipping charges to your Country. We always endeavour to obtain the very best affordable shipping quotes and work hard alongside our customer to ensure the best rates are agreed prior to shipping. The customer is fully responsible for their own Country tax and customs landing charges at the destination.

Payment of the goods, including shipping charges must be made in full prior to dispatch of the Goods.

 

Delivery:

All goods for sale on the Hugo & Otto Website are current stock with most items being in-stock within our premises. Delivery times from receiving your order in store, packaging and sending out to you or to the destination of your requirement is a normal turnaround time of just a few hours and delivery by the Royal Mail system which normally is by first class. First Class is usually sent out to your door within 24 hours.  If a courier system is used to your door. We always give a guide of approximately 3-4 working days from door to door for deliveries. Items can be fast tracked to your door within 24 hours if they are in stock but there may be an extra charge for this as Courier's do have a tendancy to over charge customers if you need stock in a hurry. Please email us and we will get a live quote for you. As a rule of thumb a dog bed delivered to your door will be in the range of £15.00 for a 3 day delivery. 

Items that we are waiting for on back order should show as out of stock but will come back in, it is a case of waiting for them to be handmade by the manufacturers to do this, a unique but some times irritating process as they are not mass produced but this is the very nature of why Hugo & Otto was created to offer you the very best on the market. Please do email us if you see something that is currently showing out of stock and we can update you. Some of our dog collars are a bespoke fitting with a colour choice which is then handmade especially for you. We always give a guide of approximately 7-10 working days from order to your door as they will be made in their country of origin which is Austria and USA and sent onto you separately. In all cases we are here watching and looking after you and will always update you with news from their side if they see a holdup. Their turnaround times generally work like this: within 24 hours of receiving an order from Hugo & Otto they start their order & making up for you, it is then packaged up and sent for courier service out to you, Couriers normally work Mon - Sat (in the UK some Couriers do not work Saturdays - please catch up UK!)  But we have to agree a legal time limit for on-line purposes and these state that: Goods supplied within the UK will normally be delivered within 28 working days of acceptance of order. Goods supplied outside the UK will normally be delivered within [56] working days of acceptance of order.

Where specific delivery dates have been agreed, and where this delivery date cannot be met, the Seller will endeavour to notify the Buyer and give the opportunity to agree a new delivery date or receive a full refund.

The Seller shall use its reasonable endeavours to meet any date agreed for delivery. In any event time of delivery shall not be of the essence and the Seller shall not be liable for any losses, costs, damages or expenses incurred by the Buyer or any third party arising directly or indirectly out of any failure to meet any estimated delivery date.

Delivery of the Goods shall be made to the Buyer's address specified in the order and the Buyer shall make all arrangements necessary to take delivery of the Goods whenever they are tendered for delivery. Title and risk in the Goods shall pass to the Buyer upon delivery of the Goods. The exception to this is bespoke garments and items that the Seller takes possession of at the time of fitting or goods purchased by the Seller in the Studio/showroom which are taken away at the time rather than delivered.

 

Rights of seller:

The Seller reserves the right to periodically update prices on the Website, which cannot be guaranteed for any period of time. The Seller shall make every effort to ensure prices are correct at the point at which the Buyer places an order.

The Seller reserves the right to withdraw any goods from the Website at any time. The Seller shall not be liable to anyone for withdrawing any Goods from the Website or for refusing to process an order.

 

Warranty:

The Seller warrants that the Goods will at the time of dispatch correspond to the description given by the Seller. From time to time it may be necessary to make small changes to the items, which will be of an equal or greater value than that shown on the website.

All other warranties, conditions, or terms relating to fitness for purpose, merchantability or condition of the Goods, whether implied by Statute, common law or otherwise are excluded, and the Buyer is satisfied as to the suitability of the Goods for the Buyer's purpose.

 

Cancellation and return:

The Buyer shall inspect the Goods immediately upon receipt and shall notify the Seller or return the items within 14 days of Invoice date in writing if the Goods are damaged or do not comply with any of the Contract. If the Buyer fails to do so the Buyer shall be deemed to have accepted the Goods.

Where a claim of defect or damage is made the Goods shall be returned by the Buyer to the Seller. The Buyer shall be entitled to a full refund (including delivery costs) plus any return postal charges if the Goods are in fact defective.

Goods must be returned by the Buyer at the Buyer's expense and should be adequately insured during the return journey with proof of posting. The Buyer

will receive a refund of all monies paid for the Goods.The exception is in the rare event that the product supplied is faulty, in which case the Seller will pay for return postage and insurance and offer a refund or exchange.
Any Clearance or Sale items purchased are non refundable if returned past the timeframe of seven days from the date of Invoice. In this rare event the buyer will be eligible for a credit note only. Postage charges are applicable for Sale & Clearance item exchanges.

 

Limitation of liability:

Except as may be implied by law where the Buyer is dealing as a Consumer, in the event of any breach of these Terms and Conditions by the Seller the remedies of the Buyer shall be limited to damages which shall in no circumstances exceed the Price of the Goods and the Seller shall under no circumstances be liable for any indirect, incidental or consequential loss or damage whatever.

 

Waiver:

No waiver by the Seller (whether express or implied) in enforcing any of its rights under this contract shall prejudice its rights to do so in the future.

 

Force Majeure:

The Seller shall not be liable for any delay or failure to perform any of its obligations if the delay or failure results from events or circumstances outside its reasonable control, including but not limited to acts of God, strikes, lock outs, accidents, war, fire, failure of any communications, telecommunications or computer system, breakdown of plant or machinery or shortage or unavailability of raw materials from a natural source of supply, and the Seller shall be entitled to a reasonable extension of its obligations.

 

Changes to terms and conditions:

The Seller shall be entitled to alter these Terms and Conditions at any time but this right shall not affect the existing Terms and Conditions accepted by the Buyer upon making a purchase.

 

Governing law and jurisdiction:

These Terms and Conditions shall be governed by and construed in accordance with the law of England and the parties hereby submit to the exclusive jurisdiction of the English courts.

 

Gift Card Terms and Conditions:

The Hugo & Otto gift card is not a credit card, charge card or cheque guarantee card.The Hugo & Otto gift card can be activated with a minimum value of £25.00
The Hugo & Otto gift card can be purchased or redeemed at our company owned store in the UK and at our company-owned web-store www.hugoandotto.com as permitted by law.
The Hugo & Otto gift card can only be used to purchase goods at Hugo & Otto Limited and not any other store or direct supplier to Hugo & Otto. Hugo & Otto Gift Cards may not be exchanged for cash or change given for transactions. Gift Cards will expire after 12 months of purchase and any balance will be forfeited thereafter. Hugo & Otto is not responsible for any lost, stolen, or damaged cards. All refunds on purchases made using a debit or credit card will be re-credited to the original card that was used.

 

INTERNET TRANSACTIONS BY CREDIT OR DEBIT CARD:

Fraud prevention and legal protection:
Hugo & Otto Limited has system set in place with it’s registered banks and internet systems to protect the legal owner of a credit or debit card and also the supplier Hugo & Otto Limited against fraud. Hugo & Otto Limited will contact the registered customer if the Bank flags up a warning against a card that has been used for payment of goods. The goods will not be dispatched until these checks are completed and also retain the right to refund the card. Bank warnings can flag up for simple reasons if contact information is incorrect or sadly at worst case sanario if they suspect fraud has taken place they will enforce a Warning that a card has failed all security checks and advise to refund payments.

Please do note: Fraudulent actions against Hugo & Otto is a serious offence and will report any suspicious actions immediately to “Action Fraud” in the UK.

 

HUGO & OTTO LIMITED REGISTERED IN: ENGLAND & WALES REGISTERED OFFICE ADDRESS:

CHOLMONDELEY HOUSE   DEE HILLS PARK   CHESTER   CH3 5AR   UNITED KINGDOM

TELEPHONE: + 44 (0)1829 782981

EMAIL: sales@hugoandotto.com

Company Registration No: 09026219  Companies House United Kingdom

 

-------

 
 

HUGO & OTTO GIFT CARD TERMS & CONDITIONS OF SALE:

The Hugo & Otto gift card is a unique and wonderful gift, especially when it is for a loved one with a little paw friend. Gift cards are intended to offer your friends and family their own choice of what they would really love and takes the worry of your shoulders of knowing what to buy, what colour, what size, will they like it. Here are a few terms & conditions to consider please.

The Hugo & Otto Gift card is not a credit card, charge card or cheque guarantee card and it cannot be redeemed for cash or used at any other on-line store other than Hugo & Otto.

The Hugo & Otto gift card can be activated with a minimum value of £25 and there is no limit on how many multiples of gift cards you can purchase. The Hugo & Otto gift card can be purchased or redeemed at our company-owned store in the UK and at our company- owned web-store, where permitted by law.

The Hugo & Otto gift card can only be used to purchase goods at Hugo & Otto Limited and not any other store or direct supplier to/of Hugo & Otto.

Hugo & Otto Gift Cards may be used in full or part payment with the remaining balance to be paid in full as agreed.

Hugo & Otto Gift Cards may not be exchanged for cash or change given for transactions.

Hugo & Otto Gift Cards will expire after 12 months of purchase, any balance will be forfeited thereafter.

Hugo & Otto is not responsible for any lost, stolen, or damaged cards. All refunds on purchases made using a debit or credit card will be re-credited to the original card that was used.

The Hugo & Otto Gift Card has an order code number, as a precautionary measure when redeeming the card you will be required to give the Hugo & Otto Gift Card number and we may request to know by whom you have received your gift card from as proof of purchase.

Hugo & Otto Limited use Worldpay banking system - Worldpay issue an authorisation code which corresponds with the code that is issued to the purchaser we will check this code upon purchase to ensure no fraudulent action has occurred and we will follow the banking code of practice.

We at Hugo & Otto follow the fair code of conduct and our customers have full data protection. In every effort to protect our customer and our company against Fraud we will exercise the right not to send any gift cards until we can guarantee proof of identity. This is set within the guidence of Action Fraud UK and Worldpay Banking System and the British Financial Supervision Commission.

 

 --------

 

Privacy & Cookie Policy:

Hugo & Otto is committed to protecting your privacy and maintaining the security of any personal information received from you. We strictly adhere to the requirements of the data protection legislation in the UK.

1 When you order, we at Hugo & Otto need to know your name, the name as it reads on your card that you are using for payment, address, email address and card details. The card details usually go along the lines of what type of card i.e. “Visa” the long number as it appears, your name as it appears. The start date followed by the end date, if it is a Visa or Mastercard on the reverse of the card by your signature it will have a code we require the last 3 digits of this code, this is called the security code. If it is American Express it will appear as a 4 digit code on the front part of your credit card. This allows us to process and complete your order.

2 You have the option to withhold personal information that is not required for the order process. Hugo & Otto respects all aspects of your privacy, we will not use any information with a third party as Hugo & Otto does not endorse this kind of selling technique.

3 Hugo & Otto only use your personal information to update you about new products/services.

4 Hugo & Otto will not and do not sell, rent or exchange your personal information with any third party for commercial reasons, beyond the essential requirement for credit/debit card validation during purchase.

5 We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access in accordance with the UK data protection legislation. If you have any questions about privacy please contact us using our contact page.

6 We do not collect sensitive information about you except when you specifically knowingly provide it.

What are cookies?

A cookie is a small file which is placed on your computer's hard drive. Online shops like Hugo & Otto are allowed to use 'strictly necessary' cookies without consent otherwise online shops would not work. They are used to remember, for example, what you put in your shopping basket. If we did not use this then your shopping basket would be empty when you reached the checkout. Cookies on this website as Strictly Necessary

PHPSESSID

Used to recognise the same user when they click from page to page. Remembers what is in your shopping basket. The cookie expires when you close your web browser.

SESSION

This cookie allows you to put an item in your basket, leave the website and then return at some point in the future and the contents of your shopping basket will still be available. If you sign in with an email address and password, these login details are also saved so that you can remain logged in when returning (the password is encrypted). If you sign out your login details are removed from the cookie.

Performance

A further category of cookies which we have identified we have called 'Performance Cookies' and we use these only to improve our site or measure response rates. All information collected by these cookies is anonymous and does not in any way impact on your privacy.

__utma

This cookie is typically written to the browser upon the first visit to Hugo & Otto from that web browser. This cookie is used to determine unique visitors to Hugo & Otto and it is updated with each page view. Expires 2 years from set/update.

__utmb

This cookie is used to establish and continue a user session with Hugo & Otto. When a user views a page on Hugo & Otto, the Google Analytics code attempts to update this cookie. This cookie expires when a user pauses on a page on Hugo & Otto for longer than 30 minutes.

__utmz

This cookie stores the type of referral used by the visitor to reach Hugo & Otto, whether via a direct method, a referring link, a website search, or a campaign such as an ad or an email link. It is used to calculate search engine traffic, ad campaigns and page navigation within Hugo & Otto.

Cookie summary
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies.

 

 

 

DEFINITIONS

Goods

the items offered for sale on the Website 

We/Us/Our

Hugo & Otto Limited

Company No: 09026219

Registered offices with Companies House:  Cholmondeley House   Dee Hills Park   Chester   Cheshire   CH3 5AR   United Kingdom

You

the buyer of the Goods

 

 

DELIVERY

UK & EUROPEAN DELIVERY:

Small items i,e, dog collars, leads bowls: delivered within the UK & Europe will usually be delivered by Royal Mail and or Parcel Force unless you specifically request for a courier service and faster delivery of which we would have to obtain a delivery quote for you. Please note that some high value items may require a signature on delivery and it is always worth adding a note on your order request of any special delivery instructions. European destinations will be sent this way also and a partner delivery company that the Royal Mail service use at your destination country will be used by them. Again, please do mention on your order details if you feel that we should appoint a courier service to your destination and we will quote for this.

Larger boxed items i.e. dog beds, cat beds a courier service will be ordered to collect from our premises direct to your door and a signature may be required. If your order is large and heavy we reserve the right to charge a delivery fee and the cost of delivery will be added to your order total before payment is taken. Our standard delivery charge for delivery to addresses within the mainland UK and Europe are set at a standard fee.  If you require an urgent overnight delivery this can be obtained if the product is in stock and in store however, urgent 24 hour deliveries by courier companies can be extremely expensive and we would therefore request that you obtain a quote for this prior to purchasing your goods to ensure that you are happy with the delivery costs, at all times we will obtain the very best rates that are available to your shipping address from Hugo & Otto. A large parcel/Courier company charge for the size/volume of the box and also the weight and then the destination address.

 

OVERSEAS WORLDWIDE DELIVERY FROM THE UK:

Hugo & Otto can ship worldwide, WE QUOTE FOR UK & EUROPEAN POSTAL SYSTEMS ONLY. Please email Hugo & Otto on sales@hugoandotto.com with your request of purchase item, your full contact name and number and shipping destination address. We will be able to calculate the delivery costs by International courier to your door. Any customs or excise charges in your country (your port/country) will have to be paid by you, the the customer and will not part of the cost of the item and delivery charge. 

If an item is out of stock, this will be indicated on the Website whenever possible, stocks are updated on a daily and weekly basis and delivered to us from Europe and USA. We have to wait for deliveries into the UK ports and at the weekend, DHL do not make deliveries from the ports. Delivery times are estimates only and dispatch may be slightly delayed so please allow up to 30 days. If we are unable to perform the whole or part of the order due to any cause or event beyond our control we may by notice in writing to you cancel or suspend the order in whole or in part without liability. We may deliver separately the Goods which make up your order. Where we do so, you will only incur one delivery charge. Title to the Goods shall pass to you on payment in full of the price of the Goods.

 

CANCELLATION, RETURNS & EXCHANGES:

Customers in the European Union: You may cancel your order up to fourteen days from the day on which you receive the Goods. If you wish to cancel your order, you will have to return any items within seven days of when you tell us that you would like to do so and at your own cost for return or exchange as required. We are unable to accept returned Goods that We reasonably believe are not in resaleable condition or that have been used, unless the Goods were faulty or damaged when received. Please do not use or place your dog in any item due to health & safety reasons. You must understand that these items do have to be sold on. Please obtain proof of posting and advise you to obtain insurance for the return as we cannot be held responsible for packages lost on return to us. All goods and products purchased from Hugo & Otto must be returned to us unused and in their original packaging and in a re-saleable condition. Because of the nature of some of our luxury products with natural sheep wool lining that cannot be washed down and can be contaminated by dog hair intertwining inside the threads we hold the right to refuse returns as they will not be in a re-salable condition. Therefore we ask that you use caution when handling your product and do not let your dog jump onto dog beds, inside dog carriers etc. Should you fail to return such goods to us, we may arrange for their return to us and we will charge you any reasonable expenses incurred in our doing so. If you have ordered any service from us you have seven working days after the day that you place your order in which to cancel. However your right to cancel any service ends when our performance of the service starts even if that is within your cancellation period. All returned goods must be paid by the customer prior to return to Hugo & Otto Limited whether in England, Scotland, Wales the Channel Islands, Europe and Worldwide.

 

Cancelled Orders/ Payment Refunds:

In the case of cancelled orders, payments will be refunded within thirty days.

Alternatively, should any goods be unsuitable due to miss-sizing, we are happy to exchange them or to offer Hugo & Otto store credit.

Should you wish to return any goods for exchange, or store credit, you must call or email us in the first instance in order that we may issue a returns authorisation number for tracking purposes within the accounting system. Please do note, we regret that orders for goods made to your special requirements, sizes, colours or specifications will not have any right to cancel or return.

Hugo & Otto offices are open Monday - Friday 09:00 - 17:00 GMT and can be contacted on + 44 (0) 1829 782981 between the hours of 09:00 - 17:00 Monday - Friday.

UK Bank Holidays, Easter and Christmas Holidays Please Check in for store closure dates.

You may also wish to email us on sales@hugoandotto.com and we will answer your request or questions within 24 hours of receiving your email.

 

Goods that have been damaged in transit and to be returned please telephone or email our offices to request an address return label. 

Tel:  + 44 (0) 1829 733960

email:  sales@hugoandotto.com

 

 

Packing returns:

Please ensure that all goods returned are suitably packed to ensure safe and intact delivery.  We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied by the returns authorisation number and your receipt.

If you return part or the entire order for exchange, we will not refund the original shipping charge however we will ship the replacement goods to you without additional charge.

Please note that, if you return goods that were ordered by another person, any refund due will be made to the person who placed the order.

If Hugo & Otto receives goods back into their premises and finds that items have been opened and used, or are mistreated and have dog hairs, or are contaminated we cannot re-sell these products due to health & hygene rules. You will be sent the products back immediately and you will be charged for handling fees and also for any extra shipping and packaging fees. All items that are for sale through the Hugo & Otto webstore have extensive and expert advice, wordings, and recommendations as too the manufacturers sizing and their recommendations. Full high resolution photographs are provided on a web-store specifically chosen for it's image creation and all photographs are true to the products. If you feel that you require more advice on a sizing or a colour of any of the products please contact us by email at sales@hugoandotto.com and we will always do our absolute best to advise you, we can also send you more images in emails to help and assist your choice as we really want you to be happy prior to receiving your orders. 

 

Customers outside the European Union:

By the nature of the level of luxury, design and craftmanship, every product is tried and tested thoroughly by the suppliers prior to dispatch to Hugo & Otto from the original supplier. Hugo & Otto  in turn personally check all goods received into our warehousing facilities and agains, prior to dispatch to you our customer. We value each item and ensure that we pack and wrap each item carefully. We again check all goods and ensure that packaging where necessary protects your products within the shipping container/boxes. If you receive your goods in a faulty condition, you are asked to email us with photographic evidence and You may return to us any goods, we will ensure that replacement goods are sent out to you immediately.We will be unable to refund the original shipping cost that was charged to you when you placed your order (unless you are returning the order in its entirety and all the goods ordered were faulty or not as ordered in which case we will refund the original shipping charge). We would ask that you please obtain proof of posting and tracking reference numbers with the shippers IP address as we cannot be held responsible for packages lost on return to us, we do advise that you take insurance when selecting your shipping courier.

 

RETURNING GOODS THAT DO NOT FIT:

All goods returned to us must be unused, in their original packaging, with labels intact and in re-saleable condition. They must not be damaged in any way as we will not be in a position to re-sell the stock.

If you have ordered any service from us you have seven days from the day that you place your order in which to cancel. However your right to cancel any service ends when our performance of the service starts even if that is within your cancellation period. Alternatively, should any goods be unsuitable, we are happy to work with you and to exchange through goodwill them or to offer store credit, you will however have to pay your own returns carriage costs and any customs charges at your destination and also forwarding onto the UK. Should you wish to return any goods for exchange, refund or store credit, you must call or email us in the first instance in order that we may issue a returns authorisation number.

We regret that Goods made to your specifications and sizing may not be returned unless they are found to be faulty upon receipt of the goods.

Please ensure that all goods returned are suitably packed. We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied by the returns authorisation number and your receipt. Please note that, if you return goods that were ordered by another person, any refund due will be made to the person who placed the order.

 

SHORTAGE AND TRANSIT DAMAGE:

You must inspect the Goods at the place and time of delivery and notify us of any shortages, defects in the Goods, or of any other complaint immediately and in any case within ten working days from the date the Goods were delivered, failing which the Goods will be deemed to have been accepted and to be in good working order. Our liability for short delivery is limited to making good the shortage. Where Goods prove to be faulty, we will replace them without charge, or give a full refund within 28 days of the date of the delivery. Where Goods are faulty or not as ordered, we will reimburse the cost of delivery back to us should we ask you to return them to us.

 

TAXES AND IMPORT DUTIES:

All prices are quoted in Pounds Sterling (£). If your delivery address is outside the European Union, any import duties or taxes and customs or clearance charges that are payable in the recipient's country are solely the responsibility of you the customer, the recipient. They will not be refunded by us should you wish to cancel your order or to return any goods to us for exchange or refund. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws. Please note that customs may open and inspect packages and that the cost of the goods must be specified on the documentation attached to the package, even if it is a gift.

 

Hugo & Otto Pop Up Stores/Events/Charitable Foundation Events indoors & Outdoors:

When operating from remote events either at an outdoor/indoor event it is often necessary to display products in a small space and with only limited stocks. Full stocks can be seen on-line at www.hugoandotto.com

All purchases made on stand would normally be ordered on the day from the website or from an order book and an approximate delivery date will be given to you when you purchase your goods. You will then receive your goods delivered to your door. Any or All goods seen on stand and paid for on the day and are taken away by the customer will be deemed as "sold as seen" they are in an immaculate condition prior to being displayed and one would hope would stay in this condition throughout the event.  At events customers with dogs naturally look at products as they would in store, many events now are held in grassy fields and open to the elements. We at Hugo & Otto will do our utmost to protect and display our beautiful products in the best possible way, but it is often not as good as it would be in a store inside with air-conditioning. Therefore any items that are sold on stand on the day are sold unpackaged, unboxed and as seen. Any goods that are marked on site may at our discretion be marked down in price but once this is agreed with the consumer then no other discount will be offered once the goods have been accepted, paid for and taken away, these will be regarded as "sold as seen" we do so hope that you understand this condition of sale which is normal in any open air event. 

 

Paypal Fees

At the moment Hugo & Otto do not charge any extra fees for customers using Paypal accounts to pay for their goods. Paypal levy the company over the customer and the fees are heavy. In many cases companies will charge a surcharge for each payment used for purchasing and this is normally set between 2.4% & 3.5% in the UK and upto 6% for International transactions.

At the moment Hugo & Otto have decided not charge the customer the Paypal fees unless the fee has to be reversed in the case of a cancelled order by the customer. Paypal charge the company a reversal or charge back fee of 3.46% for UK transactions and a further 5.2% for International reversal transactions plus a £14.00 levy in the case of charge backs. Hugo & Otto cannot take this charge and not sell the goods because of a cancelled order and the company has the right to deduct these Paypal fees in full to recover lost revenue. Charge backs mean that if a payment has been proven as fraudlient and Paypal have to reverse the fee charges. Hugo & Otto will have lost the goods in transit and also the funds. Paypal in these cases cover both the original card holder and also Hugo & Otto so long as proof of posting has been carefully taken by Hugo & Otto (the company) and contact has been made by Hugo & Otto to the customer. In the case where Paypay suspect that a fraudilent transaction has taken place they will alert Hugo & Otto (the company) and advise to contact the customer by telephone or email by the information given by the customer. If the customer does not respond, goods will not be sent out until contact is made. If the customer does not make contact after 54 days then the full amount of the transaction will be reversed by Hugo & Otto, Paypal will be notified and the goods will not be sent out. 

In summary Paypal Fee Charges:

for each UK transaction Paypal will charge the company 3.4% + 20p for every transaction

for each UK reversal fee Paypal will charge the company 3.4%

for each UK charge back of funds to the card holder Paypal will charge the company 3.4% + £14.00

 

for each International transaction Paypal will charge the company 5.2% + 20p for every transaction

for each International reversal of funds to customer Paypal will charge a fee of 5.2%

for each International charge back of funds to the card holder Paypal will charge a fee of 5.2% + £14.00 

 

In the case of reverse charges for a cancelled order Hugo & Otto withold the right to reverse the transaction fee minus all charges by Paypal so that Hugo & Otto (the company) is not left in a deficit. Hugo & Otto (the company) will not charge a handling fee on top of this.

 

for each

Thank you

www.hugoandotto.com 

Updated:  06 April 2017