Terms and Conditions
Customer Support and Service
If you require any assistance or advice on our ordering process, please telephone us on 01989 720612 between 9.30am and 5pm Monday to Saturday. If we are unable to answer the telephone, your call will be automatically switched to our message recording system, in which case please leave a clear message to indicate your need (plus contact details) and we will return your call as soon as practicable. You can also leave a message outside of our normal office hours.
If your need is urgent, you can also contact one of our shop telephone numbers (click on Find Our Shops) during opening hours or e-mail us (click on Contact Us).
Stock Availability
We aim to keep every item in our online catalogue in stock. However, as our catalogue grows and our customer numbers increase, it is inevitable that there will sometimes be stock shortages, particularly where there are many size and colour variations for a specific item. However, because we are a shop-based business we order fresh stock for delivery to one or more of our shops on nearly every weekday, so stock replenishment will normally be quite speedy. If an item is out of stock and a stock delivery to us is not imminent we will e-mail you within 2 working days of placing your order to give you the available options (including your money back). If delivery of your order is urgent and you wish to check on the availability of an item, please email info@petsmate.co.uk or telephone 01989 720612.
Delivery Time
Our aim is for you to receive your purchase as soon as possible. We will do our best to deliver it to you within 2 to 3 working days. However, you should allow up to 7 working days especially at busy times (holidays and Christmas). Please e-mail info@petsmate.co.uk or telephone 01989 720612 if your order is particularly urgent.
Postage and Packing
Most items attract a reasonable postage and packaging charge (but some are free P&P). The cost for each item can be viewed by clicking onto 'checkout' from within our catalogue - remember you can still remove items from your shopping trolley at this point in the process (or even abandon your shopping completely) so you are not committed until you have completed the credit/debit card phase. Our standard service is Royal Mail Recorded Delivery, which requires a signature on delivery, so that both you and we are protected against non-delivery or wrong delivery. Please ensure that there will be someone at the delivery address you select who can sign to confirm receipt of your order. Bulkier items (currently up to 25kg only, but we are looking at options for items over 25kg) are sent by a national courier.
Returns
Through our shops Pets Mate Limited have built up an enviable reputation for Customer Service and we aim to maintain this reputation through our online activities.
However, if you are not satisfied with your purchase from us you may return it to us provided it is unused and undamaged and still in its original, undamaged packaging. Items for which you require a refund should be returned within 2 weeks of purchase. We will refund the costs of the original postage and packaging; however we are un-able to refund the cost of the return postage and packaging. It is your responsibility to ensure that the return delivery is secure and does not lead to the item being damaged or lost, under which circumstances we would be unable to give you a refund. You should keep your proof of posting to enable you to make a claim from your chosen carrier.
We check every item ordered online prior to dispatch. If your purchase is delivered visibly damaged you should refuse to sign for it and send it back with the carrier. In the event of any other damage or missing parts, etc., please e-mail info@petsmate.co.uk or telephone 01989 720612 to advise us and to discuss the options (replacement, spare parts, refund, etc.). We will only exchange or refund an item if it is returned to us for inspection (by prior arrangement with us) and we are satisfied that the damaged or missing part(s) were not caused by the recipient. We endeavour to handle returns or complaints within 5 to 10 working days.
Cancellation of an Order
You may cancel your order at any time but if the item has already been dispatched then you have 2 weeks to return it to us, unused and undamaged and still in its original, undamaged packaging, in order to receive a refund. We cannot, however, refund the costs of either the original postage and packaging or the return postage, packaging and insurance. It is your responsibility to ensure that the return delivery is secure and does not lead to the item being damaged or lost, under which circumstances we would be unable to give you a refund. You should keep your proof of posting to enable you to make a claim from your carrier.
Privacy Policy
Pets Mate Limited are committed to protecting your privacy and security. We will only use the information we collect about you with your consent to tell you about our products and services. We will never knowingly disclose any personal information about you to any third party without first seeking and receiving your permission, except where we are legally obliged to assist Government or other statutory agencies in their inquiries.
Security
As soon as you enter the credit/debit card detail process, each piece of information that is transferred between you and us is encrypted using SSL (Secure Sockets Layer) encryption. Even if data could be intercepted over the Internet it would be undecryptable.
When you enter a secure area of our site, on your browser you will notice a picture of a small padlock – this normally appears at the bottom of the screen. You can double-check this by clicking on the page and select ‘properties’ or ‘view frame info’ from the list, which will tell you whether or not you are secure. Look out also for the sign of a secure web page. This can be identified by the URL (the web site address). A standard web page begins with ‘http://…..’ whereas a secure web page begins with the URL ‘https://…..’ denoting that the merchant is using a secure server for the transaction of data.
All credit card details are encrypted using 128bit SSL (Secure Sockets Layer). When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser. When the certificate arrives, it contains a public key, which acts as a one-way encryption device. The browser then uses this key to scramble your personal data (credit card information) before sending it over the Internet. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has access to. Without this exclusive private key, your personal information cannot be read.
Complaints
If you have any comments or complaints about anything on this website, do please contact us on info@petsmate.co.uk, telephone us on 01989 720612 or write to us at the following address:
Pets Mate Limited
Finches,
Aston Ingham Road,
Kilcot,
Nr. Newent,
Gloucestershire,
GL18 1NR
Cookies
A ‘cookie’ is a small file that is saved on your computer’s hard drive and enables us to collect information on the use of areas of our website. This information is collected and aggregated but it cannot be used to identify a user personally. Pets Mate Limited does not and will not associate any data collected by these methods with any personal contact information collected through our website.
www.petsmate.co.uk site tracking ‘cookies’ do not contain any name or address information. The information consists only of the following items:
- A uniquely generated random number (to differentiate between individual visitors to the website).
- The date and time of the most recent visit to the website.
There are two types of ‘cookie’ used by our website:
Permanent cookies - are stored on your computer to track repeat visits and site navigation.
Temporary cookies - are deleted when you close your web browser.
Your browser allows you to disable both types of ‘cookie’. If you do decide to disable ‘cookies’ our website may not function fully 100%. If you wish to disable ‘cookies’ on your browser, follow the instructions below and select the disable/reject options instead of the enable options. If ‘cookies’ are already disabled on your browser and you wish to re-enable them, follow the instructions below. Note that the instructions are specific to your browser version.
Microsoft Internet Explorer 5
To enable ‘cookies’ using IE5
- Click on the ‘Tools’ menu.
- Select ‘Internet Options …..’.
- Click on the ‘Security’ tab and choose the ‘Custom Level …..’ button.
- Find the ‘Cookies’ option and enable both types, ‘stored …..’ (Permanent cookies) and ‘per session …..’ (Temporary cookies)
Microsoft Internet Explorer 6
To enable ‘cookies’ using IE6
- Click on the ‘Tools’ menu.
- Select ‘Internet Options …..’.
- Click on the ‘Privacy’ tab and choose the ‘Advanced Options …..’ button.
- Check the ‘Override automatic cookie handling’ tick-box.
- Enable the ‘First party’ cookies by choosing the ‘Accept’ or ‘Prompt’ option.
- Enable the ‘Third party’ cookies by choosing the ‘Accept’ or ‘Prompt’ option.
Netscape Navigator 4 and above
To enable ‘cookies’ using Netscape 4 and above
- Click on ‘Edit’ on the menu bar and select ‘Preferences …..’.
- Choose the ‘Advanced’ category.
- Choose the ‘Accept all cookies’ option and click OK to confirm.