Delivery & Returns

Our aim is to dispatch your goods on the very same day on which your order and payment is received (as long as this is before 4pm on said day).

Goods destined for the UK are shipped either by DPD Local Courier or Royal Mail according to their weight. Delays usually only occur if we are out of stock of a product and have been unable to contact you, or there is a data problem on the payment or delivery address.

Hence, we cannot stress the importance of providing a valid contact telephone phone number or email address for yourself.

All UK deliveries with the possible exception of remote parts of Scotland and rural areas of Wales should by either service be received within 24 to 48 hours of placing the order.

Occasionally for reasons beyond our control this may extend to three or in some cases even four days. Some items may not be delivered by Royal Mail on a Saturday.

We cannot be held responsible for postal or carrier Strikes whether local, regional or national.

Please note: It is very important that the delivery address is manned by someone in a position to receive your shipment during normal working hours, if you yourself are not able to do so. Carriers do not call again on the same day if you miss them!

Furthermore, DPD Local will only deliver up to two times whilst leaving a calling card every time they miss you. The third delivery attempt will be chargeable to the customer at the standard rate of the order.
This is a surcharge applied direct by the courier and we reserve the right to charge your payment card accordingly if you request a third delivery attempt because you missed the previous two attempts.

Therefore, please ensure you or someone else is at the delivery address to receive the goods or leave LOA instructions (please see paragraph below for further information). If you missed the first delivery, DPD Local usually attempt their second delivery on the next working day, so either ensure you or someone else is in to accept the delivery, or contact DPD Local via the contact details on their calling card left.

Our Carriers deliver between the hours of 8am and 6pm in most areas, Monday to Friday. All goods shipped by Carrier require to be signed for. LOA’s (Left on Authority) instructions are possible, but are completely at the customer’s risk. Splendid Pets Ltd and DPD Local cannot be held responsible for missing or damaged items, if these have been left on authority of the customer.

LOA instructions for example are “Please leave in garage”, “Leave in porch”, “Leave in back garden”, etc.

If you do not instruct the courier to deliver the goods on the third (chargeable) attempt, the goods will automatically be returned to us by DPD Local and a return surcharge is then applied by the courier, which once again is payable by the customer.

Please therefore watch out for the deliveries and contact the courier if you miss them. If you have any problems or need help with your delivery, then please contact us immediately.

We will always do our best to sort any problems out for you at all times.

ROYAL MAIL DELIVERY FAILURES

Items sent by Royal Mail are normally shipped on the same day on which full payment is received . We will either use the Royal Mail Recorded First or Second Class Service with the intention that your goods will arrive with you within the next 48 hours.

We will assume that your goods have reached you, if we do not hear from you to the contrary. A tracking number for your order will be provided upon shipping and is update in your order history.
Customers are expected to notify Splendid Pets Ltd if delivery has not been made within five working days in the event of non delivery.

IF YOU MISSED TWO DELIVERIES / SUBSEQUENT RETURN TO US

Please kindly note, that DPD Local Courier (who is used in 98% of our deliveries) will attempt delivery of your goods up to two (2) times. This will happen in two different delivery attempts, and these are usually carded by the drivers. Upon receipt of the first card, you can call your local DPD Local depot to re-arrange delivery on a day next suitable for yourself. If you do not contact DPD Local, they will re-schedule the delivery automatically for a second delivery attempt. If you happen to miss this second delivery attempt, the goods will then remain in the DPD Local depot local to you.

The choice then is to either collect the goods yourself (by arranging this directly with the depot) or to call us up on 0844 800 9907 to request a third delivery attempt, which will be chargeable. The charge will be exactly the same shipping cost charged to you originally when placing the order. This is a DPD Local re-delivery charge (not in Splendid Pets’ control) and cannot be waived. DPD Local will not attempt a third delivery attempt without authorisation from us (as the cost is billed directly to us for this attempt).

Please note that all depots only hold the goods for around 2-3 days at their depot before returning them to sender (Splendid Pets Ltd). Once these goods are returned because you have not collected your goods or paid for a new delivery, the DPD Local return charge is then applied to our account which is a minimum of £19 (depending on the weight of your consignment).

This charge will immediately be passed onto you (the customer) and has to be paid before the
goods can be re-sent out to you again. Resending the goods back out from our warehouse will in turn incur another standard delivery charge (same charge as original charge when the order was placed).

All the above mentioned charges are surcharges and penalty charges applied by DPD Local courier. We are not in control of them, nor do we make money on these charges. If you place an order and miss the delivery attempts, you will be required to pay the charge(s) applied.

Therefore, please always make sure you are able to receive your deliveries when placing an order.

If you choose to cancel the order after it has been returned to us, we will give you a refund of the product minus all shipping charges and penalty charges. Please understand that we cannot be held financially liable for a failure to receive goods that is in the customer’s control.

This also applies if you have provided an incorrect delivery address with goods remaining uncollected or refused by the recipient. It is your responsibility as a customer to be present to receive the goods or collect them where applicable, along with checking the delivery address provided to us.

If the delivery address is different to the billing address, please kindly put the required delivery address in writing (email) to avoid any mistakes. All goods sent via DPD Local are subject to the above mentioned penalty charges. If goods are sent by a different courier, different charges may apply. You will be advised of these charges if they differ.

UK POSTAL & SHIPPING CHARGES

We charge only the very minimum postage and insurance rates and always hope to ensure the safe and speediest delivery of your order. All parcels over 1kg are sent out from our offices on a daily basis from Monday to Friday by courier on a standard 24 or 48 hour delivery service (depending on service paid for and your location). Parcels or packages below this weight band are sent via the Royal Mail system.

Please kindly bear in mind, that the actual stamp cost shown on your goods never reflects the actual and accurate cost of shipping your order.Our postal charges reflect not only the actual cost of the postage,  which may vary according to the weight and size of the goods being shipped, but will invariably include insurance cover against possible loss or damage in transit, as well as the handling cost element incurred to ship your goods.

‘Handling’ is an invisible but very real cost indeed, which not only includes the physical cost of packaging, but includes the creation and printing of an invoice and also the various materials used in the packing process of getting your order out to you.

SHIPPING RATES FOR EU AND INTERNATIONAL DESTINATION

When you place an order online using an overseas destination or delivery address, your order will include shipping charges to said destination. However, Splendid Pets Ltd reserves the right to modify the shipping costs of any order placed for overseas delivery, as fuel surcharges and courier shipping costs can change on daily basis unbeknown to us.

Splendid Pets Ltd continuously updates international and also national shipping charges, but sometimes these can increase overnight without our knowledge. If the shipping charge to your country/destination has increased and is no longer available at the rate you paid when placing the order, you will be informed of this in writing via email.
You will have the choice to cancel your order in full if you are not happy with the new shipping charges laid down by the courier companies.

Alternatively, you may arrange your own courier collection if desired; we can provide full weights
and dimensions for your order so that you can obtain your own shipping quote. If you wish to go ahead with your order after a shipping charge increase, then the remaining amount of the shipping charge is required to be paid in full, with any applicable taxes, by you (the customer) before your order is shipped. Any available tracking number of the consignment will of course be e-mailed to you once it has been assigned to your shipment.

International shipping rates includes a basic insurance of £50 against loss or damage in transit. If you wish to increase the insurance value, you can do so at an extra charge. Please contact us for these charges, as they depend on your goods, your shipping destination and the courier used. Notification of loss or damage must be made in writing within 24 hours of shipment delivery in order to pursue a claim against the shipping company.

COURIER DELIVERY FAILURES

98% of deliveries sent out by Splendid Pets Ltd arrive satisfactorily and on time. Very occasionally the courier system malfunctions and a shipment fails to reach its destination on time. Whilst there is often a valid reason for this, we are unlikely to be aware of the situation. It is therefore important that you contact us to notify us of any failed delivery.

This applies to all UK and international shipments. None of the shipments are sent on time-specific/guaranteed services unless requested. Please do kindly note that time specific shipments are distinctively more expensive than standard non-time specific shipments by courier and the extra charge for such a requested service will be payable by the customer.

Please note that you have the ability to track your goods shipped by courier via the internet. This will enable you to establish your parcel(s) location in the courier delivery system at any given time. A tracking number will always be sent to you once your goods have been shipped to facilitate this process.

Goods shipped by courier on Fridays are delivered on the following Monday. There is no standard Saturday delivery. Special deliveries can be arranged for Saturday up to 12 noon but will attract a considerably higher charge by the courier. Requests for special Saturday deliveries must be made by e-mail or via telephone so that we can inform you of the additional cost.

Our Carriers – DPD Local - deliver between the hours of 8.00am and 6.00pm, Monday to Friday. All goods shipped by courier require to be signed for by the recipient. Customers are expected to make suitable arrangements to receive goods shipped by courier. Customers who do not make suitable arrangements to receive goods will be required to pay a further delivery charge, if as a result the goods have to be delivered during a third delivery attempt. DPD Local Courier will attempt to deliver your goods twice prior to the chargeable third delivery attempt, leaving a calling card every time.

Once a shipped item has entered the shipping process, it becomes trackable via the internet and you will be able to see its progress on a daily basis. To achieve this we will supply you with the appropriate tracking number via email and also the courier used with your order. Certain exceptionally heavy products may incur a shipping surcharge above our normal rates. You would be notified of this at the point of your order being processed in our system.

DAMAGED GOODS

In the unfortunate event of goods being damaged in transit, we must be notified within 24 hours of delivery for any exchange of product to be made. We are unable to consider any claims for damaged goods after this period. Please contact the Splendid Pets Customer Services Team immediately via email on info@splendidpets.co.uk or via telephone on 0844 800 9907. If your parcel is visibly damaged upon arrival, please sign for your parcel as “DAMAGED – contents not inspected”. Please always carefully inspect your goods on arrival – if you are unsure about the condition of your goods within the parcel, please sign for your parcel as “UNCHECKED”. This will enable a claim against the courier company in the event that contents within the parcel were damaged in transit, but said damage was not visible to you on the outside. This is to cover you in case the courier denies any knowledge of said damage.

If you do not sign for your parcel as “damaged” or “unchecked”, you will NOT be able to claim against the courier company or Splendid Pets Ltd for any damage or loss. It is strictly your responsibility as the receiver/recipient to check your goods thoroughly or sign for them as UNCHECKED if you are not sure about the condition of the goods inside the packaging. Please be safe, rather than sorry! We also advise this same procedure with high visibility stickers on your parcels to remind you once again to sign for all your deliveries from Splendid Pets as “unchecked”.

All goods must be returned to our offices before a replacement or refund can be processed. The return of some products to our trade stand at an exhibition may be possible, but with prior authorisation ONLY. Please call our Customer Services Team if wish to arrange a return or exchange at our trade stand.

Our warehouse staff work very hard to spot any possible defective manufacturer's workmanship before your goods are shipped. In the unlikely event that a defect has been missed, we must be notified of said defect within 24 hours of delivery for any replacement of product to be sent.

INCORRECT ITEMS RECEIVED

If you believe that you received an incorrect item from the item(s) you ordered, you MUST notify Splendid Pets Ltd within 24 hours of delivery. If the item has been sent out by mistake (either you did not order this item or it is not of the specification ordered), Splendid Pets Ltd will arrange for the uplift of said item(s) via courier and will arrange for the swap out of the goods (if applicable) for the correct item(s). We will instruct the courier to carry this out within 24 hours of notification (subject to courier and stock availability).

If the item returned to us by courier from your property turns out to be the correct item originally ordered by you and then delivered to you, the uplift charge and any other associated courier charges for sending out a replacement item will be chargeable to you (the customer) in full. We reserve the right to charge the customer's payment card used during the original transaction in full with these associated courier fees. This only applies to the situation where you (the customer) made a mistake and asked us to collect an item, which you (the customer) believe to be incorrect, but which turns out to have been correctly processed and sent out by Splendid Pets Ltd. You will receive a full VAT invoice for these charges and we will attempt to make contact with you before taking these associated charges, which will not be covered by Splendid Pets Ltd in any way.

Please kindly be advised that in the unlikely event of Splendid Pets Ltd making a shipping error, all charges will of course be covered by Splendid Pets Ltd in full. This includes the uplift charge and the courier shipping charge to send out the correct item to you.

Thank you for your kind understanding, and we are sure that you will understand that we cannot be held responsible for a customer error. Splendid Pets’ management decision is final.

OVERSEAS SHIPMENTS

Our priority is to always dispatch your goods on the very same day on which payment has cleared. Subject to both the selected shipping service and the destination, the period of time in shipment may vary from a minimum of two working days up to 14 working days.

 

You will always be able to track the progress of your shipment online with the courier tracking number, which will be emailed to you once your goods have left our warehouse. All other principals of UK shipping & delivery apply to overseas shipments – please see the “Shipping & Handling”, “Courier Delivery Failures” and “Damage Goods” paragraphs in these terms and conditions for more information.

BACK ORDERS

We take great pride in the fact that every year we achieve full shipment of well over 99% of all orders received via our website or over the telephone. On very rare occasions a situation can arise when for a variety of reasons beyond our control, we are not able to complete your order. Please note that some products will advise that a delivery delay may incur prior to placing your order.

In this situation you will be notified of any short fall in your order and of a likely date when we expect to be in a position to fulfil the order. In certain cases it may be possible to offer you an equal substitute at the same or similar price. You can then elect to cancel the item/s or the total order, place the total order on hold until the non supplied product/s is/are available, accept any suitable substitute/s available or request a "priority backorder."

RETURNS POLICY

We have made every effort to provide true, frank and accurate descriptions of each and every product, either as supplied by the manufacturers or as a result of our or other professional users’ experiences. Customers are encouraged to contact and discuss the application of any product with us before they make a purchase.

Your rights to return goods are protected under the EU Distance Selling Directive, which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Your Right to Cancel

Under the United Kingdom's Distance Selling Regulations you have the right to cancel the contract for the purchase of any item within 7 working days of delivery (starting on the day on which you receive the goods). This is a UK statutory right. This will apply to your order unless you order includes a product where the item has been unsealed.

Should you cancel the contract and return goods which having been ordered online, and on receipt of delivery are found to be unsuitable for whatever reason other than defect or damage, we will on receiving the goods back, then refund you the price you have paid for the goods excluding the original shipment cost. It is the customer’s duty to return the unwanted goods in a safe manner – please adequately insure your products when returning them via the postal service or via courier. A restocking fee between 10% and 25% may apply depending on the product returned. We reserve the right to refuse a refund if items are either damage, missing, used or not returned in original, undamaged packaging. Please kindly note that Splendid Pets will not refund any courier costs associated with the original shipment to you or the return of any unwanted goods.

Condition of goods/items returned

All items returned are required to be completely:

- Un-used

- Undamaged

- In original undamaged packaging

- Complete with any complimentary items offered with the sale of said unwanted, returned product

- Complete with ALL accessories and paperwork (manuals/instructions) as supplied.

Who pays the cost of returned goods/items

The purchaser/customer is required to pay all return carrier/postal charges and assumes full responsibility for the safe return to the supplier’s registered offices within the 14 (fourteen) days of actual receipt of the item/s. Any loss or damage of goods/returned items will be duly deducted from any refund and as mentioned above, your items may be liable to a restocking fee.

The maximum period for any refund to be executed is 14 days from the return of goods supplied. However, Splendid Pets Ltd always tries to ensure that refunds are made on the same day, on which the returned item/s are received.

Goods established as either damaged or defective - this having been confirmed by Splendid Pets Ltd - will either be replaced as new, professionally repaired or exchanged for an alternative machine.

The cost of returning damaged/defective goods will be deemed the customers responsibility.

Goods found to be damaged/defective/unsuitable

You are under a duty to take reasonable care of the goods, which means the goods must be unused. Any item may be returned and the value cost refunded providing it meets the following criteria:

- All goods must be returned as sold, i.e. in the original packaging with all components and accessories included. If complimentary items were included as part of the sale of the returned goods, these are to be returned in full in the same condition as the unwanted/returned product.

- Goods must be complete, unused, and in NEW condition (e.g. if you have opened the box to examine the product it must have been done so without damaging the box and packaging or damaging the product in any way) and must be re-packaged as received.

- Goods must be returned to us within 14 (fourteen) days from receipt. We are unable to accept returns of unwanted and non-faulty items after this fourteen day period.

Only when goods are received back at our offices, can a refund payment be authorized and activated providing that all the above conditions have been met.