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Terms & Conditions
1) Order Confirmations: Upon submitting an order using our automated shopping basket system, you will receive an e-mail confirming that your order has been received.We may also contact you to notify you of any additional shipping charges (see paragraph 4) If you submit an order by phone of mail you will be sent a written order confirmation with the goods once payment has been received.
2) Payment Options: Pets Fantastic accepts most major debit and credit cards (Except Amex) and uses a secure payment system, through an SSL server. Payment may be made by telephone using Credit or Debit cards. Payment can also be made by cheque drawn on a UK bank account. Where payment is made by cheque the order will be deemed to have been placed at such time as cleared funds are received into the account of Pets Fantastic. In these cases delivery times will apply from the clearance of funds (see paragraph 3).
3) Postage and Packing: We aim to despatch your goods between 1 and 3 days from the placement of the order (see Paragraph 2) and with exception to made to order products (see paragraph 6). However at times of high demand please allow up to 28 days for delivery. We despatch our products by Parcel Force, a national carrier or UK Royal Mail. Products are either packaged in carton or shrink wrapped and banded. Customers should be aware that our larger items may weigh up to 30 kg and as such should be handled with care. Pets Fantastic can accept no responsibility for injury caused through the mishandling of heavy product.
4) Delivery Charges: These are additional and are added in the shopping cart at the first point of order. These prices are for weekday delivery to England and Wales. Delivery at other times or locations will be subject to an additional delivery cost. In this case we will contact you to make you aware of this additional cost and ask for your approval to process the order. Where goods are shipped abroad, the customer may be responsible for payment of local taxes & duties where applicable, (see paragraph 13). Delivery is optional and no charge will be made for the collection of goods from our premises. Charges made for delivery will not be refunded in the case of cancellation (see section 10).
5) Delivery: Customers should be aware that the courier services used by Pets Fantastic are independent and as such delivery times and dates may vary beyond our control. Whilst every effort is made to minimise these risks, Pets Fantastic cannot be held responsible for deliveries not arriving on a specified date agreed between the customer and Pets Fantastic.
6) When your order arrives open it and check it carefully before signing for it. The courier is obliged to wait until you have done this. By signing for your order you are confirming receipt of it and that you accept it in the condition in which it arrives. Once you have signed for it we cannot make a claim against the carrier for any damage.
7) Product availability: Whilst every effort will be made to supply the items as specified, products and the materials used are subject to availability and may change from time to time. Pets Fantastic reserves the right to substitute items of similar or higher value, where appropriate, should the need arise. Where there are prohibitions on any items to certain countries, those items will be substituted with alternative items of a similar value. Customers who receive substitute goods will not be liable for the return postage costs in the case of cancellation (see section 10). Products that are made to order allow us to tailor our products to our customers individual needs. For this reason customers should be aware that prioritising an item built to order will effect the delivery dates to other customers and so may be subject to a pricing levy.
8) Continuous Improvement Policy: Our designs may be subject to change from those represented on this web site and in our product literature without notice. In these circumstances we may provide a substitute. Whilst we try to avoid this happening, we guarantee that the item provided will be of at least equal quality and value, and will be fit for the same purpose as that intended for the original item.
9) Product Care: Customers should be aware that wood can be affected by atmospheric conditions and as such may, during the course of its life, be subject to movement and minor cracking. In order to minimise this risk you are obliged to re-treat any wooden products supplied by Pets Fantastic twice yearly. Pets Fantastic cannot be held responsible for deterioration or damage due to misuse or poor care during the assembly or the use of your product.
10.1) Faulty Goods Returns Procedure: Pets Fantastic makes every effort to ensure products arrive in good condition. However, in the unlikely event of a product arriving damaged in any way, or if you are not satisfied with the product on the grounds of quality or workmanship, customers should contact Pets Fantastic within 7 days of receipt. The product should be re-packed. We will then arrange a replacement or full refund. Postage costs for collection and replacement of damaged or faulty items will be paid for by us. No refund can be greater than the value of the product at the time the product was ordered. Proof of purchase will be required.
10.2) Right to Cancel: As Specified under the Distance Selling regulations 2000, as a consumer you have a right to canel your contract with us for 7 working days from the day after the receipt of the goods. Cancellations should be made to us in writing (fax or email is acceptable). You should return the goods to us within 14 days of cancellation. The cost of postage of returning goods will be paid for by you, the consumer. This does not affect your statutory rights. If you wish us to collect the goods, please contact us for a price from our carrier for the return postage which will be charged to you at cost. In the case of collection we will contact you within 21 days of cancellation to arrange collection during which you, the consumer have a duty of care over the goods. If we attempt to collect the goods at an agreed time and the goods are not handed over the duty of care will extend to 6 months. If you wish to exchange goods for an alternative (eg larger or smaller size) you will be liable for all postage charges at cost.
11) Refunds: Full Refunds for faulty goods will be made within 7 days. Refunds for cancelled orders will be made within 30 days as Specified under the Distance Selling regulations 2000. All refunds will be made via the same method of payment used as payment for the order.
12) Retention of Title: This remains with Pets Fantastic until the goods are paid for in full.
13) Responsibility for Local Taxes & Duties: These are the responsibility of the shopper or recipient in the country of destination. VAT at the UK standard rate is included in our prices.
14) Value Added Tax (VAT): VAT at the UK standard rate is charged and is included in the prices displayed on our website. Registered VAT number 840776315.
15) Confirmation of Despatch: Confirmation of despatch of orders will not be sent unless specifically requested.
16) Invoices: Paper invoices are available upon request.
17) Order Inquiries: To pay using credit or debit cards over the phone, to follow up on the delivery of a product or for any enquiries contact: UK - 01594 530 110 and International - Telephone +44 1594 530 110 or you can email us on sales@petsfantastic.com
18) Data Protection: Pets Fantastic does not sell to anyone its database of customers and information contained on customers remains confidential to the company. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the best possible service. Should you wish to contact us regarding our Privacy Policy please contact us by e-mail at sales@petsfantastic.com
19) Customers are welcome to contact Pets Fantastic to request bespoke products to meet their individual needs. In situations where an order for a bespoke product is placed and subsequently cancelled, Pets Fantastic reserved the right to retain a portion of the refund equal to the cost of the materials and labour incurred in the manufacture of the product between the time of placing the order and the time of cancellation. Goods made to the customers specification are not covered by the Distance selling regulations 2000 (see section 10)
20) Trade orders: For trade enquiries please contact us by e-mail on sales@petsfantastic.com stating your business name and disclosure contact information.
21) Unforeseen Circumstances: While every effort will be made to meet shoppers demands, cancellations or variations may be necessary as a result of Act of God, War, Strike, Lockout, Labour Dispute, Fire, Flood, Drought or other causes beyond the control of Pet Play Pads.
22) If you have a complaint, please contact us immediately by e-mail to sales@petsfantastic.com or by phone - UK - 01594 530 110 and International - Telephone +44 1594 530 110. All complaints will be acknowledged within one working day. Any complaint will be dealt with fairly, effectively and confidentially. These complaints will be dealt within seven working days. These terms and conditions do not affect your consumer's statutory rights.
23) Governing Law: These terms and conditions shall be governed by and construed in accordance with the Law of England and Wales and you hereby agree to be subject to the jurisdiction of the courts of England and Wales.
24) Pets Fantastic is owned by 3P Enterprise Ltd. Company number 6074449 registered at Coed Lank, Broad Oak, Herefordshire, HR2 8QY. Director G. Rogers, Company Secretary Crown and Co Accountants Ltd.
25) By placing an order with Pets Fantastic you agree to be bound by these terms and conditions.
Terms and conditions: Revision 6.4.06
