Making a Purchase
Making a purchase could not be easier. Just browse our store, and click 'Add To Basket' to add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' you will be asked for a few details that we need to be able to complete the order.
Payment
We prefer to be paid via PayPal, however we can accept credit card payments for your eBay order over the phone should you not have a PP account, just call 01256 855120. We accept Maestro, Visa Debit, Mastercard Debit, Visa Electron.
Ordering Details
When confirmation of your order is received and paid for, we will proceed to despatch your item asap, if for some reason the item is out of stock we will contact you immediately to resolve this, this could be by way of offering a suitable alternative or complete refund.
Your item must be check with in 7 days of arrival to ensure everything is ok, any breakages or missing parts should be notified to us with in this 7 day period for us to be able to resolve it for you, even if you don't intend to use the item straightaway we advise you to check it with in these 7 days, if you choose not to do this we will be unable to rectify the issue of damaged or missing parts after this time and any return requests will be refused.
Postage
Items ordered before 12noon are generally despatched on the same day, items where stated are sent either Royal Mail or courier, We sometimes use 3rd party couriers depending on the location of delivery.
The services used by royal mail are 1st class post, 2nd class post, 48hrs tracked & international services, please check the listing of the item you wish to purchase for the exact shipping service.
If several items are ordered together or can be shipped at the same time they will generally be collated into one parcel and sent via courier even if the item description states Royal Mail.
You should allow the estimated postage time to lapse before contact us if your parcel has not arrived, we will then investigate this for you. Please note that this can take up to 5 days in some instances.
International buyers must note that they will be responsible for all customs fees and customs entry issues should they arise, we are unable to get involved in disputes that relate to your countries customs.
Unclaimed Parcels
Your order will only be held by the courier for 5 days after they have attempted to deliver it for the second time, during this time you will need to contact them to arrange a further delivery (This will need to be carry out by yourself the customer as you will need to arrange a suitable day when you will be in. After 5 days your item will be returned to us as unclaimed at this point we will issue you a refund minus any postage cost that was originally paid and £4.60 for the return charge by the Courier.
Disclaimer
Petnap makes every effort to ensure that items we sell are safe, good quality and fit for the purpose they are intended for, where applicable items are also tested by third party organisations to ensure the safety of them. However we are unable to take responsibility for any harm, loss or damage caused to any person, pet or property from the use of any of the products we sell and manufacture or purchase and resell from third parties. We only sell products for the intended purpose they were designed for and or stated by the appropriate manufacturer. Please follow all instructions provided with the item. (ie puppy milk is for feeding puppies and not other pet types unless otherwise stated)
Anyone choosing to use one of our products for a purpose other than what it was originally designed for does so at their own risk.
All but one (Standard Petnap) of our heated pads and heated pet beds come with some form of armoured cabling over the power cable, armoured covering over the power cable is a common practice amongst many heated pet product suppliers. Although the units come with this feature it should not be taken as a guarantee that your pet will not chew it or through it, it is simply there to help protect the cable within.
Returns
All of our products come with a 14 day no quibble, no questions asked returns policy. Please contact us on 01256 855120 to obtain a RMN (returns material number) then return the Product/s in its original packaging and perfect condition and we will refund you the full cost. Unused/unwanted goods must be returned within the 14 day "cooling off" period to qualify for a full refund*. Please note you have a duty of care to ensure that the item is returned to us in Unused, re-saleable condition. Additionally you will be responsible for returning the goods unused to us at your own cost. We are unable to accept returns without your original order number or proof of purchase. When returning goods you must take reasonable care to ensure the goods are not damaged in the meantime or in transit. You must ensure that the goods are packaged in their original packaging in order to avoid damage to the product on its return as items received damaged may not be fully refunded. Returning a faulty/damaged in transit item: If you wish to return a product which is faulty or has been damaged during transit, please contact us on 01256 855120 #Mon-Fri 9.00am-4.00pm# or email us at sales@petnap.co.uk in the first instance so that we can determine how best to proceed. Electrical items such as heated beds and pads carry a 6 month manufactures warranty/guarantee, Items returned faulty/damaged will be exchanged for new or repaired as per the warranty This does not affect your statutory rights * international deliveries - will be refunded less the original delivery costs.
If you are trying to return a heated pet bed it is important that it is returned in new condition, it MUST be completely free from pet hair, any trace found of pet hair will void your refund as the item will not be in resalable, new condition. We would advise you that you thoroughly check your purchase before allowing your pet to lay in or on it.
COPY RIGHT NOTICE
The items listed are the intellectual property of Petnap Limited and are registered with The Intellectual Property Office under Designs, Trademarks & Patents with the following numbers, Patent & Designs: (Disposable Whelping Box - 4023612) (Plastic Whelping Box - 4021383) (Flexiguard Pet Heat Pad - 4022901) (Plastic Cat Shelter - 4022619) Trademarks: (Petnap - 2608311) (Flexiguard & Flexi Guard - 3053601) (thePETBunker - 013584909 also in Europe)
