Your Statutory rights are not affected by any of the following terms and conditions.
Returns & Refunds:
LONG DISTANCE COOLING OFF PERIOD:
When buying long distance (from our web site or over the telephone) under the EU long distance selling act you have a 14 day cooling off period after delivery which includes a full refund for the price of the goods.
When buying products in our store over the counter you are subject to the terms and conditions displayed at the store entrance and on your receipt. Purchases made in store do not have a cooling off period.
LONG DISTANCE LATE RETURNS:
Unused / unwanted items which have been purchased long distance (web site or telephone orders) and are returned after the 14 day cooling off period may not be accepted. They will be subject to full testing to ensure they are unused and not damaged. Your refund will be deducted the cost of the outbound postage and also a 10% charge for testing and inspecting and administration. We have the right to refuse to take the items back after the 14 day period has passed.
We will gladly exchange goods which are faulty during the warranty period. If you encounter a problem with your product please notify us as soon as possible either by telephone, email or letter. Any breakages or damage to the item following delivery must be reported within 2 days of receiving the goods. This includes items bought as presents (please inspect all items when they arrive). If we are unable to solve a fault by telephone we will require you to send the product back to us. We require you to describe exactly what the problem is. If the product requires repair or replacement, we will need to inspect the product. In the case of the item not being faulty it will be returned to you. Under the EU Distance Selling Directive which came into force in October 2000 you are responsible for any costs incurred returning products to us. Under the same act, we are responsible for the cost of returning repaired or replacement goods to you.
On a very rare occasion you may receive an order with an item missing which means you are unable to assemble the goods (such as a screws or a piece missing), please report any missing items to us within 24 hours of delivery so we can investigate; we may also ask for images to be sent across of the parts received, missing part from the instruction manual or pictures of any extra parts you've received to help us in resolving the issue quicker. In most cases we then have to raise a case with the manufacturer and they will also investigate as issues such as missing items shouldn't have got through their quality control checks at the factory. We will be back in touch with you within 48 hours of you raising the issue with us in most cases. If the manufacturer agrees to the claim we will either send the missing part out from store if it's an item we have in stock, or, ask the manufacturer to send out the part we do not stock it. In some instances parts which have to be sent direct from the manufacturer may take up to 4 weeks to arrive if they come from abroad.
MISSING / DAMAGED RETURNS:
When we receive returned goods we will inspect them for missing or damaged parts. Under UK trading laws we reserve the right to make a deduction from any refund due to you, for the whole value of the missing, damaged or consumable item.
If we send an item out and it cannot be delivered and is returned by the post office or carrier, and this is not the fault of the post office, carrier or ourselves, we will not send the item again until the postage cost is paid for the second delivery.
Also, if the item cannot be delivered and the fault is not of the post office, carrier or ourselves and a refund is requested, we will refund the price of the item but will charge for the outward postage cost in full and any cost incured in returning the item to ourselves in full (the term "in full" is calculated as being the full carriage cost charged to ourselves by the carrier company). If these goods are still required, we will not despatch them until the full carriage costs have been paid from the original failed delivery.
If we need to send a replacement part or item to you, the replacement item will NOT be despatched until the original item has arrived back with ourselves. If the replacement item is required urgently we will take payment for the replacement (second) item and despatch this immediately. Once the original item has arrived back with ourselves we will refund the second payment in full. Under the EU Distance Selling Directive which came into force in October 2000 you are responsible for any costs incurred returning products to us. Under the same act, we are responsible for the cost of returning repaired or replacement goods to you.
WE DO NOT:
We do not refund delivery charges for items which have been delivered using our own van transport - Glass Tanks, Glass Vivariums, Wooden Caninets, Wooden Vivariums, Wooden Hoods.
Ordering perishable goods via the internet is at your own discretion. We will refund the price of the perishable goods if they arrive later than 8pm the day after despatch and have gone off or defrosted. Our perishable goods are packed so the will arrive in a good state 36 hours after despatch. If no one is availabe to receive perishable goods when the delivery is made and the items are returned to the delivery depot we will not refund the items. We do not refund delivery charges for perishable items at any time.
Refunds under the 14 day cooling off period (the item have not been used) will be made within 14 days of the goods arriving back to ourselves. Refunds for damaged or faulty goods will be carried out within 30 days of receiving the items back to ourselves allowing us time to inspect and examine the returned goods.
COST OF RETURNING GOODS:
Under the EU Distance Selling Directive which came into force in October 2000 you are responsible for any costs incurred returning products to us. Under the same act, we are responsible for the cost of returning repaired or replacement goods to you.
If we refund any returned delivery costs they should be sent at normal postage rates. We do not refund special postage rates such as special delivery, saturday delivery charges or timed delivery charges. These are bought as at your choosing and at your own cost.
Please send returns to:
20 THE CIRCLE,