The Pet Store Information

About Us
The Pet Store are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us at hello@thepetstore.co.uk

Alternatively you can write to us at

The Pet Store, Rookhurst, Forest Road, Effingham, Surrey, KT24 5HD

Phone: 01483 280063 Fax: 08707 052571

Making A Purchase
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept credit/debit card payments only. We cannot take payments over the phone.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Shipping And Handling
Orders may be sent by standard first class post, Special Delivery (next day by 1pm) or couier (either by 12pm or end of day). Prices are listed in a drop down list when going through the checkout process.

Orders placed by 2:30pm are sent out on the same day subject to stock. We will endeavour to get order out the same day made after 2:30pm but cannot guarantee this.

Please ensure that someone will be available at the delivery address to accept the goods. If you request that items are left without a signature or at an insecure location then this will be done, but at your own risk. There is provision on the checkout pages for a delivery address to be given in addition to the invoice address. This may, for example, be a work address or a neighbour and is a much safer option if there is a possibility that no-one will be at home to receive a delivery.

Delivery is free for all orders over £70.

Free local delivery within a 5 mile radius of our offices. If you are out of this 5m area and have selected the free delivery option you will be able to collect your order from our offices.

Back Orders
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges
For orders made from the UK or the European Union, 17.5% VAT is added.

Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Guarantee
All of our products come with a seven day no quibble guarantee. Please note that if you return the goods to us within seven days all postage is at your expense.

Privacy Policy
The Pet Store do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes

Returns Policy
We want you to be 100% satisfied with your experience at The Pet Store.co.uk. If you aren't happy with something you purchased, please return it. A contract of sale will be deemed to exist between The Pet Store.co.uk and you (the customer) from the time that the goods are prepared for despatch from our shop. You should therefore be sure that you read and understand the following.

You have the right to return goods for any reason whatsoever up to seven days after receipt.

If you are returning goods because they are faulty or because of an error on our part we will gladly give you a 100% refund including carriage costs.

However, if the product is what you ordered we will deduct the carriage charges from your refund and you will be responsible for paying return carriage charges. If your return is after the seven day return limit, we will issue you with a credit note to the value of the goods returned. In addition, if the goods have had to be especially ordered or adapted by us then we reserve the right to charge a 25% restocking fee. All goods must be returned in their original packaging.

If your package arrives damaged please report it to us immediately. You must also report any damaged packages to the carrier at the time of receipt. We cannot issue a refund for any damaged product, or carriage charges for that product, if both of these procedures have not been followed.

We refund carriage costs only if the return is a result of our error. If you decide that the product was a mistake on your part the item's postage must be paid by you to return it.

You can cancel your order by telephone before it is shipped and, unless the goods have been made or altered to your specifications, you will not incur any charge.

If you are returning an item, please let us know the reason for the return.

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