Refund policy
Right of Cancellation and Returns policy
As our valued customer you have the unconditional right to cancel your contract within 14 days of delivery, without being obliged to state any reasons. To comply with this time limit, all you need to do is to either return the goods bought online or send a return request within the 14 day period by e-mail, or telephone.
Our customer service team are available Mon - Fri from 9am to 4pm (except public holidays). Please note: Call costs will vary according to the provider and the length of the call.
If you return goods bought online, the purchasing contract is cancelled and you will be refunded once the delivered goods have been returned excluding the delivery cost. Should the goods show signs of use or damage on return, we reserve the right to appropriate compensation.
If the goods arrive damaged, please contact us for a full refund. Faulty goods are fully-refundable, inclusive of delivery and return. Please inform our sales department within the first 2 days of arrival, of faulty goods or goods damaged in transit.
Your statutory rights as a customer are not affected by any of these conditions.
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Conclusion of the contract
Once you have completed the ordering process at www.petpantrywinchester.co.uk by entering the details as prompted, you make a binding offer to purchase the goods from Pet Pantry Winchester by clicking on the button “Pay Now”.
This offer is accepted and the contract thereby concluded by dispatching the goods you ordered. The contract is therefore brought about when the goods you ordered are dispatched. In certain cases, we may ask you for proof of identification and generally reserve the right not to enter into contract.
The details of your order are electronically stored. If you would like a printed copy, you can print out the "Order confirmation" which appears on your screen once you have submitted your order. If you have provided us with your e-mail address then you will also receive all the relevant details of your order by e-mail, which you can then print out directly.
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Dispatch & Delivery
Deliveries can only be made subject to stock availability.. In the very rare case that goods are not deliverable, we reserve the right to accept an offer in part. Delivery costs will be calculated on the resulting order value and charged only once.
Our deliveries to the UK mainland are made by courier. After an order is shipped, it can take three to four working days for it to arrive. Please Note: A signature will be required for each parcel, however, if you are unable to be around when the delivery is due, please a note for the delivery driver if able to leave in a safe place.
Trade or wholesale orders cannot be accepted.
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Prices and delivery costs
Within the UK, all prices are inclusive of any applicable VAT.
Carriage for orders up between 2kg and 10kg, within the UK will incur a fee of £9.99
Orders under 2kg are sent by Royal Mail Post and will incur a fee of £4.99.
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Reservation of ownership
All goods remain unqualified property of Pet Pantry Winchester until payment has been received in full.
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Payment, due date, failure to pay
Payment for goods is to be made by Visa, Visa Debit, Mastercard, or American Express credit card, SOLO or Maestro debit card.
Your credit or debit card will not be charged until your goods leave our warehouse. In the case of possible returns the amount paid will be refunded. Should your credit card have insufficient credit we reserve the right to invoice you for the costs incurred in making requests for payment.
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Identity of the contracting partner
Any contract entered into is concluded with Pet Pantry Winchester. Our customer service team are available Mon - Fri from 10 am to 4pm (except public holidays). Please note: Call costs will vary according to the provider and the length of the call.
Right to cancel
If you wish to cancel your order and your item has already been dispatched, please ensure that you return your purchase to us in its original packaging within 14 days of receipt in order to obtain a refund excluding postage costs. All shipping costs to return a cancelled order are at the cost of the consumer.