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Customer Service

Terms & Conditions

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern onlineforpets.co.uk’s relationship with you in relation to this website.
The term ‘onlineforpets.co.uk’ or ‘us’ or ‘we’ refers to the owner of the website. The term ‘you’ refers to the user or viewer of our website.
The use of this website is subject to the following terms of use:
  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Shipping & Delivery

  • All the orders are dispatched within two working days of payments. Your order will be sent via Royal Mail or DPD depending on the size of package. You will also get an email with tracking number and courier we have used to send your parcel. You can visit Royal Mail or DPD to track your order by providing the tracking number.

    • Shipping Charges
    Order Subtotal     Shipping Price
    between £0.01 and £5.00     £2.50
    between £5.01 and £15.00     £3.50
    between £15.01 and £30.00     £5.00
    between £30.01 and £50.00     £7.00
    between £50.01 and above     FREE

    Undelivered or Returned Parcels

  • For all parcels that are returned to us by the Royal Mail as undelivered because no one was at home or the buyer failed to contact the Royal Mail to have the parcel re-delivered or collected, we will refund the price of the product only and not the postage charges as they would have been paid.
  • If the item was with free Post & Packaging Charges, we will deduct 25% from the total price to cover post and packaging charges.
  • If the item was sent by courier, we will deduct the courier charges x 2 as we get charged for sending the goods out and also for having the goods returned to us.

Privacy & Security

onlineforpets.co.uk is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.
onlineforpets.co.uk may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect
We may collect the following information:
  • name
  • contact information including email address
  • demographic information such as postcode
  • other information relevant to customer surveys and/or offers

What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
  • Internal record keeping
  • We may use the information to improve our products and services
  • We may periodically send promotional email about new products, special offers or other information

Security
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Returns & Replacements

  • We offer a no quibble 7 day money back guarantee for all goods shipped correctly that are not required. The buyer will be responsible for the return postage and packaging charges at their expense. Also for item that have a postage cost charged for shipping the item out, that amount will not be refunded as we have already paid that item for it to be shipped out. For items that have Free Post & Packaging charges, a deduction of 25% will be ducted for post and packaging charged from the amount paid and the balance will be refunded to the original method of payment.
  • For items which are faulty on receipt, you must notify us within 7 days by e-mail. Faulty items should be returned to us with 7 days at the buyers expense and upon receipt we will either replace or refund the item subject to confirming that the item is faulty.
  • If a wrong item is received, the item must be returned to us within 7 days of receipt and we will send the correct item and also refund the minimal postage charges that are required to return the parcel to us. This is usually second class post. If a faster service or a more expensive method of postage is used to return the item, we will only refund the minimum amount it would have cost to send the item back to us and not the actual price paid.
  • If you are returning the item back to us for any reason, please keep reciept as proof of postage.
  • Please send returns to:
    82 Rosemary Hill Road, Four Oaks, Sutton Coldfield, Birmingham, B74 4HJ

    • Order Tracking

    Once your order has been sent, you will get an email confirming the tracking number and also courier service has been used. You can track your parcel by providing the tracking number on relevant courier site.
    If you are registered customer on our site, you can check the details and status of your previous and current orders by logging in to your secured user area by clicking here.

    Payment Methods

    We accept all major credit and debit cards. All payments are handled by RBS WorldPay or Paypal, so you can be rest assured that your details are encrypted and are in safe hands. Please visit RBS WorldPay or Paypal site for more information.

    Update Account Information

    If you are registered customer on our site, you can update your details like email address, billing address, shipping address etc by logging in to your secured user area by clicking here.