Terms and Conditions for
Purchases Made From Pet Mate Ltd Website
The following terms and conditions apply to purchases from the Pet Mate Ltd (Pet
Mate) online website.
These conditions set out the agreement between the consumer and Pet Mate for purchases
made from this website. To purchase from this site you will need to use a credit
or debit card.
Information on this Website
Whilst we try to ensure that all descriptions, details, including prices displayed
on this website are correct and up-to-date, this cannot be guaranteed. Details will
be updated from time-to-time and are subject to change. Prior to placing an order,
please ensure you have checked all relevant details about the product(s) you have
selected. All products advertised on this website are subject to availability.
Ordering
The information on this website, including prices, does not constitute an offer
to enter into an agreement. When you place an order via this website, your order
shall constitute an offer for the products selected.
Pet Mate shall not be obliged to accept your order. If your order is accepted, confirmation
will be sent by email to the address you supplied when placing the order.
Payment
Unless otherwise stated, all prices are inclusive of taxes (where applicable) and
are correct at the time of entering the information onto the system. The total cost
of your order is the price of the product(s) plus applicable delivery charge.
For Europe, payment, with the exception of American Express, can be made by any
major credit or debit card.
For USA, payment can be made by MasterCard and VISA.
Payment will be taken from you when the confirmation e-mail is sent except where
a product is out of stock. In such circumstances, you will be advised that the product(s)
is unavailable. You will be offered the option to cancel your order, or to reserve
the product(s) until it becomes available. In this case your payment card will be
debited when the product is ready for despatch.
Delivery and Charges
- All orders are subject to a carriage charge.
- All delivery timescales are subject to product and availability delivery times.
Standard Delivery (UK, EU) and Ground Delivery (USA)
Orders received will normally be despatched on the next working day. Receipt of
the order should be expected 2-5 days from date of despatch.
Next Day Delivery (UK Only) and Second Day Delivery (USA Only)
Orders for UK mainland and the 48 contiguous U.S only, received before 10am Monday
- Friday will be despatched that day by special carrier and should be received on
the next or second day as appropriate. In the UK, orders despatched on Friday may
not be received until the next working day.
For Northern Ireland and Channel Islands
Next day delivery is only available for goods up to 2000g. Standard delivery prices
above 2000g, do not apply. Customers should contact Customer Services at Pet Mate
by email to receive a quotation.
Delivery outside of the European Union and USA (Including Alaska, Hawaii, the Virgin
Islands, Puerto Rico, and Guam)
Unfortunately, at present, we do not offer an online sales service to customers
outside of the European Union and USA. Customers may contact Customer Services who
will endeavour to assist in sourcing a retailer who sells our products within your
geographic location.
Additional Information
Deliveries are made only once certain criteria have been met and are subject to
stock availability and payment clearance. All credit card details are checked against
the address details supplied; failure to provide the card’s registered address will
delay your order. We apologise for any inconvenience caused but these procedures
are in place to protect genuine cardholders.
In the event that goods are returned to us for any reason, as undeliverable, an
additional delivery charge may apply to cover the cost of re-delivery.
Non Delivery
Pet Mate will ensure that all products ordered are despatched in a prompt manner
in line with your instructions at the time you placed an order.
If the goods do not arrive, are incomplete, the wrong goods, or are damaged when
you open them, you must tell our Customer Services Department within 5 days of receipt
or expected delivery. For European enquiries, please telephone +44 (0)1932 700001.
For North American enquiries, please telephone (936) 760 4333 or email:
customerservices@pet-mate.com. If we are unable to send the goods, we will
tell you when we will be in a position to deliver them, if this is not acceptable,
and you wish to cancel your order, we will refund your payment.
Returns
Pet Mate enjoys a good reputation for the quality of its products.
However, in the unlikely event that there is a fault with our product(s), you should
contact us by letter, fax, e-mail or telephone. Please quote the date you ordered
the goods, the order number, title of product and the nature of the fault.
We may ask you to return the faulty product for inspection and repair or replace
it at our cost including your postage costs.
Unwanted Goods
Pet Mate wants you to be satisfied with your purchase. Should you wish to cancel
an order or return a product, you should do so within 7 working days. You are responsible
for all charges incurred in returning the goods. A full refund (including postage
up to Royal Mail First Class) will be made within 30 days for UK only. The 7 days
cancellation period will commence on the day after you receive your order. Products
will only be accepted if they are returned unused in their original packaging.
This does not affect your statutory rights.
Complaints Procedure
Pet Mate is committed to delivering the highest levels of customer service.
Should you wish to make a complaint about any aspect of our service, please contact
our Customer Services Supervisor by letter, fax, e-mail or telephone. If you are
writing, faxing or e-mailing your complaint, please provide your telephone number
if a response by telephone would be convenient. If you are e-mailing, please state
if a reply by e-mail is required and, if not, please provide your full postal address.
If your complaint concerns one of our products, we may ask you to return the goods.
We will endeavour to reply within 5 working days from when we receive your complaint.
If it is not possible to give you a full reply within this time, for example, if
your complaint requires more detailed investigation, we will endeavour to give you
an interim response telling you what is being done to deal with your complaint,
when you can expect a full reply and from whom.
The full reply will include details of who to contact next if you believe that your
complaint has not been dealt with properly.
Guarantee
Unless otherwise stated, all products purchased from this website are covered by
a 3 year guarantee, from the date they are delivered to you. All relevant guarantee
details are supplied with your product(s). In the unlikely event that you experience
a fault or defect with your product within your guarantee period, you should contact
us by letter, fax, e-mail or telephone. Please quote the date you ordered the goods,
the order number, product description and the nature of the fault.
We may ask you to return the faulty product for inspection and repair or replace
it at our cost including your postage costs.
Privacy Statement
Pet Mate is committed to protecting your privacy. We will only use the information
that we collect about you lawfully in accordance with the UK Data Protection Act
1998.
We collect information about you for the following reasons:
• To process your order
• To administer our business
• To help improve our service to customers
We will not e-mail you in the future unless you have given us your consent.
The type of information we collect about you includes:
• Your name
• Address
• Telephone number
• E-mail address
• Credit/debit card details
The information we hold will be accurate and up-to-date. You can check the information
that we hold about you by e-mailing us. If you find any inaccuracies, we will delete
or correct them promptly.
The personal information, which we hold, will be held securely in accordance with
our internal security policy and the law.
Intellectual Property Rights
All Intellectual Property Rights including, without limitation, all database rights,
rights in designs, rights in know-how, patents and rights in inventions in all cases
whether registered or unregistered and including all rights to apply for registration
and all other intellectual or industrial property rights in any jurisdiction in
any information, content, materials, data or processes contained in or to this website
belong to Pet Mate. All rights of Pet Mate in such Intellectual Property Rights
are hereby reserved.
Disclaimer
Whilst Pet Mate has given careful attention to the preparation of the contents of
this website, the information, images, pictures, logos, icons regarding, or relating
to Pet Mate and its products are provided on an "as is" basis without
any representation or endorsement being made and without any warranty of any kind,
whether expressed or implied, including but not limited to, any implied warranties
of satisfaction in quality, fitness for a particular purpose, non-infringement,
compatibility, security and accuracy. To the extent permitted by law, all such terms
and warranties are hereby excluded.
Pet Mate does not represent that the information contained in this website is accurate,
comprehensive, verified or complete, and shall accept no liability for the accuracy
or completeness of the information contained in this website or for any reliance
placed by any person on the information.
Pet Mate does not warrant that the product functions or materials accessible from,
or contained in this website will be error free and that faults will be corrected;
that this website will be uninterrupted or error free, and that faults will be corrected.
Nor, that this website or the server that makes it available are virus or bug free
or represent the full functionality, accuracy, reliability of the products and materials.
Law
Any contracts formed between you and Pet Mate via this website will be deemed to
have been made in the UK and shall be governed and construed according to English
Law. Any disputes or proceedings shall be subject to the exclusive jurisdiction
of the English Courts.