Legal
Terms of sale, delivery and returns
These terms apply to orders placed by private customers through this website or by WhatsApp. If you are a vet, a pet shop or a distributor, see the trade section at the end.
How an order works
- You send us an order on the website or by WhatsApp. This is your offer to buy.
- We check stock and your address, then reply by WhatsApp or phone with the final total and the delivery day.
- The contract is formed when we send that confirmation. Until then, nothing is binding on either side.
If you want to change or cancel an order, message us before it is dispatched and we will sort it out.
Prices
- All prices are in Mauritian rupees and include VAT.
- We charge the price on our current price list on the day you order.
- If a price or a stock level on the website is clearly wrong, we may correct it before we confirm your order. We will tell you and you can decide whether to go ahead.
- Prices can change. The price we confirm to you does not change after confirmation.
Delivery
- Delivery is free on orders over Rs 3,000.
- Orders under Rs 3,000 pay a delivery charge of Rs 500. We confirm the total with you before dispatch.
- We deliver island-wide. We confirm the delivery day with you when we confirm the order.
- Please have someone at the address to receive the order. If no one is there, we will contact you to arrange a new time. A second trip may carry the delivery charge [TO CONFIRM].
- Collection from the factory in Union Flacq is possible by prior arrangement only. We have very little space for visitors, so we prefer to deliver.
Payment
You pay on delivery, or on collection, by one of these:
- cash
- MCB Juice
- bank transfer (please show the transfer confirmation to the driver)
We do not take card payments on this website and we never ask for card details.
Checking your order
Please check the pack when it arrives. Every pack shows a best-before date and a batch number. If something is wrong, tell us straight away.
Returns and replacements
- Food cannot be returned once a can or pack has been opened. This is for hygiene and safety.
- If a can or pack is faulty, for example swollen, leaking, spoiled or past its best-before date when it reaches you, we exchange it or refund that item, at any time before the best-before date. Tell us as soon as you notice and keep the item for us to collect. Items delivered in good condition and damaged afterwards cannot be taken back.
- If we sent the wrong item or the wrong quantity, tell us within 48 hours and we will put it right at no cost.
- If your dog refuses a food, tell us. We take the unopened packs back and help you find a recipe your dog likes. Opened packs cannot be returned.
- Nothing in these terms takes away the rights you have under Mauritian consumer law.
Trade customers
Vets, pet shops, groomers and distributors are served under separate written terms. These website terms do not apply to trade orders. Contact us at info@alcpetcare.com for a trade price list.
Our responsibility
We make our food with care. We are responsible for products that are faulty when we hand them over. We are not responsible for problems caused by storing or feeding a product in a way that goes against the pack instructions or our feeding and storage notes.
Law
These terms are governed by the law of Mauritius. Any dispute goes to the courts of Mauritius. We would much rather talk first, so please message us before anything else.
Changes
We may update these terms. The version on this page on the day you order is the one that applies to your order.