Terms And Conditions

Terms and Conditions of the sale

By continuing to complete any transaction you are confirming acceptance of our Terms and Conditions of this Sale.

You agree upon receiving your order you will check the goods within 30 days and make sure you're happy with the overall condition (colour, dates, quality) of the items received and acknowledge you have accepted you're happy with the overall quality of the goods once this timeframe has elapsed.

 

1) Delivery:

Orders are delivered via Royal Mail, EVRi, DPD and DHL Parcels, but we do reserve the right to use any other courier if needed due to strikes, delivery locations etc.

We aim to have your items delivered within 3-5 working days via our Standard Delivery and within 1-2 working days via our Priority Delivery, these time scales are based on a UK mainland address only.

*The majority of orders over £39.00 earn Free Standard Delivery, which covers most of the UK mainland. However, some offshore and remote regions may still incur a surcharge.

All items have a timeframe of 15 working days, before being considered undelivered.

Priority Delivery customers will receive a £5.00 refund upon request, if a delivery attempt has not been made within 2 working days.

 

*1.1) Delivery (Northern Ireland, Scottish Highlands/Islands, Scilly Isles, Isle of Wright & Channel Islands):

These regions may incur a postal surcharge due to the extra cost of delivery and is based on the weight of the item.

Some orders to these regions may be delivered via MyHermes and also be repackaged and delivered in two or more consignments.

Some of the effected regions are; AB31-AB38, AB41-AB45, AB51-AB56, FK19-FK21,HS-HS9, IV1-IV63, KA27-KA28, KW1-KW17, PA20-PA80, PH1, PH5-PH10, PH15-PH50,VI13, ZE1-ZE3, BT1-99, IM1-9 & 99, TR21-25, PO30-41,GY1-GY9, JE1-JE5.

 

1.2) Delivery Liability:

Items are sent to the shipping address in your order, we do not accept responsibility if your address details are incorrect on your order or if you change the delivery address or location with the courier at a later date, this also includes telling the courier to deliver to a neighbour or secure location of what we’d only be responsible for the delivery of the item to this location and not for its safety once delivered to said location.

 

It’s the customers (receivers) responsibility to make sure their personal main door (for deliveries) is accessible for the courier.

For example: making sure any driveway gates are not locked, the main door into an apartments building is able to be opened by the courier (adding a passkey etc).

 

If our courier does not have access to your main door they will not be able to make a successful delivery attempt and this may cause a Return to Sender, please check section 3.1)

 

1.3) *Delivery (Delivery Costs):

Standard Delivery:

Small Items: £1.49 to £2.49

Parcels up to 2.5kg: £3.49

Parcels over 2.5kg+: £4.99

*Some regions may incur a surcharge please check section 1.1).

 

 

2) Postage / Couriers:

We use Royal Mail, YODEL, DPD & DHL Parcel.

Couriers may take extra time to deliver an item from general delays at busy periods, bank holidays, harsh weather etc.., at this point items may take longer than our aimed delivery times.

 

2.1) Postage / Couriers: (postage information)

All postage and packaging costs explained within listings are based on Mainland UK addresses.

*Example: Free postage is to mainland UK only and a surcharge is added if outside this area and for remote locations

see section 1.1) for more information.

 

 

3) Cancelling/Changing An Order:

Most orders cannot be stopped or changed after they are made due to being sorted, packaged, arranged with a courier and moved through our dispatch centre as soon as they come through. Orders can be cancelled but wouldn't be refunded until the goods are returned back to us, unopened.

All items can be returned within 30-days if you change your mind, please read section 6) for more information.

  

3.1) Cancelling/Changing An Order/Invalid Address: (return to sender)

If the delivery address is invalid, not accessible, refuses delivery of the goods or you do not respond to the “sorry we missed you card” from the courier; the order will be returned to the sender. A refund can be claimed once the goods have been successfully returned and notified to us by the customer.

We reserve the right to pass on any return charges from the courier, up to £14.99.

 

 

4) Out of Stock Items:

If the item that you have ordered is out of stock then we will contact you and offer you an alternative product, a refund or if you are happy to wait for the item to come back into stock; it will be dispatched to you asap.

 

4.1) Out of Stock Items (Food/Seed):

When we are out of stock of a set size but not the product the order may be fulfilled with the same product but in alternative packaging or smaller or larger packs.

If there is a saving due to us doing this, this saving will be passed on to the customer.

 

 

5) Items:

You are agreeing to the information within the product page and the description of the item, all measurements listed are an approximate size of the items obtained via the manufacture or wholesale.

All pictures of item are for display purposes only and may vary.

Manufactures may change display packing and therefore the outer packaging may differ from the item received (inner content would be the same as stated in the listing), natural products (example: pigs ears) may differ in colour, shape, and size; also some feed (example: peanuts) may differ depending on the crop year, natural weather and demand.

 

5.1) Items (Food/Seed):

The integrity of food items are not covered once removed from packaging, opened and stored by the customer.

The integrity of the food is only covered while remaining in the sealed unopened packaging it was delivered in.

Some orders may be fulfilled with the same product but in alternative packaging or smaller or larger packs; this happens when we are out of stock of the size ordered but not the product.

If there is a saving due to us doing this, this saving will be passed on to the customer.

 

5.2) Items (Food/Seed) (special offer/discount):

If there is a special offer/discount on a listing these orders may be fulfilled with the same product but in alternative packaging than shown on the display picture due to us being able to obtain a bulk offer on larger sacks and these larger sacks are used to fill the smaller orders. This then enables us to provide special offer/discounted rates over all the amounts within the listing.

 

 

6) Returns Policy:

Once you receive your parcel you have 30 days to decide to return it or not, for any reason.

If you decide you would like to return your item please:

a). Contact us via the [Contact Us] tab at the bottom of the website to make us aware and the reason why.

b). Place your name, address, contact details and reason for the return inside the packaging.

c). Securely package up the item.

(item(s) must be in original packaging, including all manuals, accessories, free gifts etc... that came with the delivery)

We will send you a full refund for the goods upon receiving the item, provided it is in its original packaging, this includes the plastic bags on food items to prove the item has not been tampered with (all bags/sacks/boxes of food items must still be sealed).

The buyer is responsible for the return costs of the item and should keep a proof of posting the item to us; we would recommend using a tracked service.

 

6.1) Returns Policy (return address):

PawMits, Five Oak Green Road

Five Oak Green, Kent

TN12 6RE, UK

 

6.2) Returns Policy (refunds):

As soon as we receive the returned item we will issue a full refund to the card with which you made your purchase, or using PayPal where appropriate. This refund is subject to standard bank clearing times and depending on the payment method can take up to 7 working days.

 

6.3) Returns Policy (faulty):

If you believe your item is faulty or has been damaged in transit please contact us within 14 days of receiving the item.

a). Contact us via the [Contact Us] tab at the bottom of the website and explain the fault and please upload pictures of any damage.

b). We will either arrange the item to be dropped off to a courier near the delivery address or to be collected from the delivery address.

c). Place your name, address, contact details and reason for the return inside the packaging.

d). Securely package up the item.

We will then send you a full refund for the goods upon receiving the item, provided it is in its original packaging with all its accessories.

 

 

7) Accepted Payments:

All payments go via Shopify Payments.

We Accept Debit and Credit Card Payments.

 

 

8) Contact Information:

Monday –Friday (9:00am – 5:00pm)

Email: customerservice@pawmitspetsupplies.com
We will reply to all messages within 48hours (excluding weekends and Bank Holidays).

PawMits Ltd