Splendid Pets Limited does 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.
The Splendid Pets website may provide links to third party websites for your convenience and information. Once you access those links, you will leave the Splendid Pets website. Splendid Pets Limited has no control over those sites or their privacy practices, which may differ from Splendid Pets Ltd. We do not endorse or make any representations about third party websites.
Information collected by Splendid Pets Ltd
Personal information is information that is associated with your name or personal identity. We use this personal information to get a more comprehensive understanding of your animal grooming needs and interests and to thereby provide you with a better service. You can be assured that information will be used only to support your customer relationship with Splendid Pets Ltd and that we undertake to never sell, rent or lease your personal information to others.
Credit card numbers are used only for processing payments and are not used for other purposes. WE NEVER STORE OR KEEP A RECORD OF ANY CREDIT CARD INFORMATION. All online payments are handled securely by Sage Pay and are verified by 3D Secure.
To personalise our services or communications with you and improve our products and services in the future, we may ask you to provide us with information regarding your personal or professional interests, and experiences with our products or services. Providing this additional information is of course optional and you can decline if that is your wish.
It is not our policy to frequently mail shot or use other marketing methods designed to constantly send sales information to you. Special Offers are announced from time to time on the web site in the appropriate sector, and we work on the principle that if you desire to purchase any of our products you will approach us.
Non-personal information is data about usage and service operation that is not associated with a specific personal identity The Splendid Pets ISP collects and analyses non-personal information to evaluate how visitors use the Splendid Pets Ltd website. Such information collected may include for example the details and the number of pages visited on the Splendid Pets website, including peak times of visits, and viewers’ countries of residence.
Should there be any updates to the terms of the Splendid Pets Privacy Statement, such changes will be clearly marked with the revision date in this document (currently 01.09.2011); therefore you will always know what information we are currently collecting online and how we use it.
LAW AND JURISDICTION
This website will be governed by the laws of England and Wales and the Courts of England and Wales shall have exclusive jurisdiction over all matters.
Website & Image Copyright
All copyright, design rights, photographic images and all other intellectual property rights in this website and its content remain the property of and belong to Splendid Pets Limited. No images on the website may be used without prior written approval from Splendid Pets Limited. All copyrights are reserved at all times and we will always pursue copyright breaches with our company solicitors.
All payments are required to be made in GBP currency (UK Pound Sterling/British Pounds). Any other currency rates either shown on the Splendid Pets website or given in e-mail correspondence are for customer convenience only, and are not considered part of any binding sales contract. All invoices are produced in GBP.
All payments for products must be paid in full including any relevant taxes and appropriate shipping charges before any goods will be shipped either in full or part. We do not operate nor offer a 30-day or any other credit type accounts system on any online transactions. All transactions are strictly full payment with order.
We reserve the right to decline payment in respect of an order from any person, persons related or appointed agents making online transactions, and shall not be required to give any reason for such a decision.
We reserve the right to require wired money bank transfers in favour of credit card payment for any online transaction and shall not be required to give any reason for such a decision. In such instances payment details outlining how to make a wired money bank transfer will be provided to the customer by Splendid Pets Limited.
Any suspicious trading involving monies or goods may be referred immediately to the official fraud prevention authorities or the police without prior warning.
By purchasing from Splendid Pets Limited, you agree to be bound by our terms and conditions as stated below. These terms and conditions are applicable to all orders placed online, via email, fax or telephone, as well as purchases from our trade stand at any UK show.
The Splendid Pets Ltd online mail order service is dedicated to providing complete online satisfaction to each and every one of our very valued customers. If you have any suggestions on how we can improve our online service, then please do not hesitate to contact us, as we would love to hear from you. After all, we are here to serve you, the customer and hope to make your online shopping experience a very pleasurable one.
Splendid Pets Limited
Unit 6, Glebe Farm Business Park
You are welcome to collect your order or view products you are interested in at the above address by prior arrangement. Please always call ahead of time, so that we can allocate a member of staff to your valued visit.
Within the UK: 0844 800 9907
Outside of the UK: +44 844 800 9907
Within the UK: 0871 714 2366
Outside of the UK: +44 871 714 2366
Office Opening Hours:
Monday: 9.00am until 6.00pm
Tuesday: 9.00am until 6.00pm
Wednesday: 9.00am until 6.00pm
Thursday: 9.00am until 6.00pm
Friday: 9.00am until 6.00pm
Saturday, Sunday & all bank holidays – closed. We are usually in attendance of various Championship Dog Shows or exhibitions throughout the UK over weekends and bank holidays. Please see our ‘Events’ page for further information on where you can find us out on the road.
Outside of our working business hours, our answering machine will always record any message you wish to leave and in the morning of the next working day, the Splendid Pets Customer Service Team will be straight in touch with you. Please do leave a clear message for us with your contact telephone number, as we otherwise may not be able to call back, if we cannot get the correct number from your message.
MAKING A PURCHASE
Making a purchase really could not be easier with Splendid Pets Ltd. You can either order any of our fabulous products displayed on this website or if you prefer, you can call our dedicated Splendid Pets Team on 0844 800 9907 to place your order. Alternatively, you can also come to our offices in Keston (Kent) to view and purchase products – but please always make an appointment before coming to our offices to ensure that we are open and not away at exhibitions. Our office opening hours are Monday to Friday from 9.00am until 6pm. We are normally closed on Saturdays and Sunday, as well as on bank holidays due to our attendance at exhibitions with our trade stands throughout the UK. However, sometimes it may be possible to come to our warehouse during a weekend depending on staff availability. We will always try to accommodate your requests whenever possible, so please do not hesitate to ask and we may be able to arrange something.
To order online, please just browse our web store and add any products you wish to purchase into your shopping cart. After you have finished your selection, click on the 'Checkout' button and you will be asked for a few details, which are needed to complete your order. This includes your name, address, contact telephone number and of course your payment details.
If you are a resident in the Scottish Highlands, UK off shore islands or an overseas purchaser, then shipping costs will vary according to the total weight of your goods, as well as your delivery address. Courier companies charge surcharges for the Highlands and Islands, but please be advised that we do not make money on shipping. We try to extend any discounts offered to us immediately onto you, the customer.
You can also send your order over to Splendid Pets via fax. Please ensure that you include your name, address and contact telephone number with your order. You can fax through your payment card details if you wish, or alternatively, you can call us to pay for your order sent through via fax. We will never keep any card details on file. If paying online, all card details are securely processed by Sage Pay, who run active security checks on their online payment facilities to ensure the safety of your card details.
We accept credit card or debit card payments, which include the following:
VISA/VISA Debit/MasterCard/Switch/Maestro & Solo
Please kindly note that residents of certain African and other international countries may be excluded from making credit card payments. In such cases only payment by wired money transfer direct to our business bank account will be accepted. You will be informed if a credit card payment is not accepted.
Whilst we have taken precautions to ensure that your card details are handled in a safe and secure way over the Internet at all times, if you prefer to supply card payment details by either telephone, fax, or snail mail, this is of course acceptable. We do not accept bank cheques anymore.
An acknowledgement email will be sent to you once you have fully completed your order - this is for your reference and also to let you know that we are in safe receipt of your valued order. At this point however, it does not indicate that a contract exists between Splendid Pets Limited and you, the customer. We will indicate acceptance of your order, and hence a contract between the seller (Splendid Pets Ltd) and you (the customer), when we issue and send you a full VAT invoice.
We have included this term to protect us in the case that a mistake has been made in product pricing, we have inadvertently underpriced goods, or we are no longer able to supply a particular product for some manufacturing or other reason.
Due to so many products listed on our website, prices may change from time to time and whilst we make every effort to update our web site on a daily basis, occasions can occur when a price change is not recorded or updated accordingly. We reserve the right to discontinue any item/s or change any price/s when necessary, and without prior notification to the customer.
In the event of any price error or price difference to that shown on the website, we will always contact you first to ensure that the revised price is acceptable and that you wish to proceed with your purchase in part or full, before processing your order and sending out your goods. If you decide to cancel your order in part or full, any monies due will of course be refunded to you immediately and in full.
VALUE ADDED TAX
Full payment, including any relevant postage or shipping charges and UK Value Added Tax at the current standard rate of 20% must be made when ordering goods. We regret we do not dispatch goods in full or in part without full cleared payment.
It is a UK/EU statutory requirement that VAT (Value Added Tax) is always included, except where goods are zero rated on all items purchased by UK residents. If your business is VAT registered, you will of course be able to claim the VAT content of any invoice back. Residents of EU Countries will be required to pay the current standard UK VAT rate at the time of ordering, unless they hold a valid VAT number for their country of residence and submit the same to us at the point of ordering. An export certificate must be supplied when the goods leave the United Kingdom.
Goods shipped to a UK address for forwarding to an EU address attract the full rate of UK VAT rate at the time of ordering irrespective of the customer supplying a valid EU VAT number. This is a ruling of UK Customs & Excise.
We reserve the right to amend the VAT rate immediately in the event of a change of rate percentage by the British Government, without prior notification.
An official Splendid Pets Ltd invoice accompanies every order and is normally included in a plastic documents enclosed wallet with your shipment on the outside of your parcel, unless otherwise requested. The invoice will clearly show the VAT content of your purchase. The invoice document both the Splendid Pets Ltd registered VAT number as well as registered UK company number recorded on it. The invoice should be retained safely both for VAT purposes and as proof of purchase for any warranty claim or for the purposes of exchange or return of goods.
SHIPPING and HANDLING
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 City Link 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, City Link 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, City Link 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 City Link 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 City Link 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 City Link 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 City Link 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 City Link depot to re-arrange delivery on a day next suitable for yourself. If you do not contact City Link, 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 City Link 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 City Link re-delivery charge (not in Splendid Pets’ control) and cannot be waived. City Link 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 City Link 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 City Link 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 City Link 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 – City Link - 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. City Link 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.
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 email@example.com 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. You MUST notify us within 24 hours of delivery of any damage found, so always take the time to check your parcel(s) or pallet(s) on the same day of delivery. Please be safe, rather than sorry! For parcel deliveries, we also advise this same procedure with high visibility stickers on your parcel(s) 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.
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.
We cannot be held responsible for any delays in shipments caused by third party delivery companies, such as Royal Mail or couriers used. Our aim is to process your orders as quickly as possible, however, sometimes there may be exceptional circumstances such as adverse weather conditions, which can delay the shipment of an order. We therefore cannot guarantee to ship your order on the same day on which it is received, however we will always try our best regardless of the circumstances. If the shipment is delayed by the third party delivery company, we are unable to credit any shipping costs unless you have paid for a guaranteed service as advertised by the delivery company (such as Royal Mail Special Delivery or a PRE 12pm courier delivery). If your item does not arrive by the date required, and you choose to refuse your delivery when it arrives, then you (the customer) will become responsible for ALL return surcharges applied by the delivery company and any original shipping costs incurred. We are not in control of any return surcharges applied by delivery courier companies. Your refund will be processed upon receipt of the refused goods minus any shipping costs and surcharges, which may have been applied as a result of the delivery refusal. By purchasing from Splendid Pets Ltd, you agree to the above.
All Splendid Pets trading is always conducted in an honourable and fair manner to all of our very valued customers, many of whom have been trading with us for many years.
We strive to select and display an excellent range of products, which are derived from manufacturers noted for quality rather than attractive prices. Above all, we only supply products from manufacturers who are willing to stand by their products if and when any defects occur. Any manufacture not up to that standard will find their business relations with Splendid Pets Ltd cease immediately and without further notice.
We are appreciative that accidental end user abuse of products can occur, and therefore try to make sure that our customers are fully aware of the importance of selecting the right product/s for the task in hand. To this end all customers are invited to contact us either in writing via firstname.lastname@example.org or by telephone on 0844 800 9907 to discuss any points relating to the use of a product/s. Due to our extensive practical background and knowledge, we can usually offer a wealth of information of a practical value to all of our customers.
Our seven day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within seven days of the date you received the item, unopened (with any seals, packaging or shrink-wrap intact) and we will issue a full refund for the price you paid for the item. Please see our Returns Policy below.
Please kindly note that we can only accept the return of opened items if they are faulty.
Many of our products listed carry manufacturer's warranty certificates and these are dealt with under the terms of the warranty. Some of the smaller items where a certificate of guarantee or warranty is not usual, providing there is no evidence of user abuse, we will of course either replace or repair the item free of charge at our discretion.
Customers are requested to notify us immediately when a problem is detected with any product, which is under guarantee. Customers who leave the reporting of any defect until the guarantee period has expired will have their claim disallowed.
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:
- 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 7 (seven) 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 7 (seven) days from receipt. We are unable to accept returns of unwanted and non-faulty items after this seven day period.
Only when goods are received back at our offices, can a refund payment be authorised and activated providing that all the above conditions have been met.