Terms and Conditions

Our Contact details:
Surrey Pet Supplies, Lyon Road, Hersham Trading Estate, Hersham KT12 3PU
Phone: 01932 259455
Email: despatch@surreypetsupplies.co.uk

Complaints
We will acknowledge your complaint within 2 working days, and will try to resolve the problem immediately or in any case within 5 working days. You will always be kept informed of the progress of your complaint

Making A Purchase
Making a purchase could not be easier. Just browse our Catalog, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Order" and you will be asked for a few details that we need to be able to satisfy the order.

We accept all major credit cards. If you are paying by Switch and your card does not have an issue number please insert 0 and use any start date.

If you place your order before submitting any personal details you will get a summary of your items plus shipping charges.

Shipping And Handling
Small items of low value up to 1kg £4.00 (City Link Couriers)
1kg - 20kg £5.99 (City Link Couriers)
20kg and above £5.99 + £0.20 per kilo (City Link Couriers)

Scottish Highlands
IV3-IV40, IV52-IV54, IV63, KW1-KW14, PA20-PA40, PH19-PH40, PH60.
These postcodes are charged at a rate of £12.00 up to 20kg then 40p per kilo thereafter.

£5.00 surcharge for the Isle of Wight.

Delivery Schedule
All orders will be delivered Monday to Friday within the hours of 8am-6pm and a signature will be required.
The goods do not have to be delivered to cardholders' address.

Most orders are despatched within 3-5 working days subject to availabilty but can take upto 7-10 working days if items need to be ordered
Goods that are special order will take longer.

It is important you supply a daytime contact number(mobile phone numbers accepted).
All damages must be reported to us within 24 hours of receipt of goods.
You can cancel any order at anytime before despatch.
Any items returned to us from couriers will have a charge made to it of £12

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 it exceeds the 7-10 working days.

Tax Charges
VAT at the current rate (where applicable) is included in the prices shown.

Credit Card Security
We know of no documented cases of credit/debit card fraud using our shopping system over the Internet.
We use SSL security on this web-site for collecting your payment details, with the associated "Padlock" symbol.

Guarantee
We guarantee your satisfaction. IF YOU EVER HAVE ANY CAUSE FOR COMPLAINT, THEN PLEASE CONTACT US STRAIGHT AWAY at despatch@surreypetsupplies.co.uk OR 01932 259455

We will acknowledge your complaint within 2 working days, and will try to resolve the problem immediately or in any case within 5 working days. You will always be kept informed of the progress of your complaint. Your Statutory Rights are not Affected

Reaching Us
If you need to reach us, please email us on despatch@surreypetsupplies.co.uk, alternatively, you can call on 01932 259455 or write to us at:

Surrey Pet Supplies,
Lyon Road,
Hersham Trading Estate,
Hersham,
Surrey KT12 3PU

Privacy Policy
Surrey Pet Supplies do not disclose any customer information to third parties.

Only information collected during the placement of an order is held by us and is solely to enable us to fulfill that order, and is collected by ourselves only, not third parties, and we do not use that information to send out marketing material. Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item.

Returns Policy
We want you to be 100% satisfied with your experience at Surrey Pet Supplies.
If you aren't happy with something you purchased, please return it.

A contract of sale will be deemed to exist between Surrey Pet Supplies 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 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. 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.

If you are returning an item, please let us know the reason for the return.
Returns must be made within 7 days of purchase We advise you to use a signed for service.
No livefood can be cancelled or returned to us once order is placed.

No clearance line items can be exchanged or returned
No Prescription Foods can be cancelled or returned to us once order is placed.
Horse riding hats cannot be returned once purchased.

Remittance Terms
Pay by Credit/Debit Card.

Pictures
All pictures are samples only and colours may vary unless stated.