Terms And Conditions

ABOUT US

Surrey Pet Supplies are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us at sales@surreypetsupplies.co.uk

Our Contact details:

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

Retail Shop Tel 01932 221996

Customer Service Tel 01932 262434

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.

DELIVERY SCHEDULE 

All damages must be reported to us within 7 days.

You can cancel any order at anytime before despatch please notify us by email including your order ID.

Any items returned to us from failed deliverys by our couriers will have a charge made to it of £12.00, Courier will make 2 delivery attempts before returning it to us.

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 Protx Gateway on this web-site for collecting your payment details.

GUARANTEE

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

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. Nothing in these terms will affect your statutory rights relating to faulty or misdescribed goods. For further information regarding your statutory rights, contact either your local authority Trading Standards Department, Consumer Direct, or your local Citizens Advice Bureau.

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.

If you are returning an item, please use the returns options under order history.

Returns must be made within 60 days of purchase date all items must be returned in original packaging. We advise you to use a signed for service.

Faulty items can be returned after the 60 day period.

A 10% Restocking Fee will apply to any items that are returned as not wanted.

Clearance items can be exchanged or credit by gift certificate

DISTANCE SELLING REGULATIONS

If you are contracting with us as a consumer, you have the right to cancel your contract at any time within 7 working days of receipt of the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us (if possible, see individual product Returns Policies for details) or collection arrangements made, promptly at your cost.

If we collect the item from you, you will be charged the cost of collection which will be notified to you at the time of cancellation. You must inform us of the cancellation of the contract. This is not intended to be a full statement of all your rights under the Distance Selling Regulations,. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

REMITTANCE TERMS

Pay by Credit/Debit Card, Pay Pal,

PICTURES

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

WEEE REGULATIONS

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK .

Much of the UK 's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

SURREY PET SUPPLIES and Surrey Pet Supplies are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.

For example, if a customer bought a new set of clippers from us we would accept their old clippers and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

Goods are marked with this symbol to show that they were produced after 13th August 2005 , and should be disposed of separately from normal household waste so that they can be recycled.