Terms & Conditions

Making a purchase could not be easier. Just browse our shop. When you find an item you wish to purchase, just click on the Add to Basket button and this will add the item to your shopping basket. At any time you can click on the View Basket button to see the items you have already selected. After you have finished shopping click on "Checkout" and you will be asked for a few details that we need to be able to process your order. When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. If once you have placed an order you wish to cancel, please contact us immediately by email, fax or post. See our Returns & Cancellations policy below for full details. Card payments are processed immediately online through protx, not by Puddle Pet Care and so are authorised at the time of ordering. If paying by cheque, an invoice will appear on the screen, which you should print out for your reference. Please send a cheque for the total amount in Sterling, made payable to Puddle Pet Care, and send it, quoting the order reference and your name and address to: Puddle Pet Care, PO Box 1010, Selsey, West Sussex, PO20 9JY We also accept payment via Paypal.

UNITED KINGDOM Postage & Packing is charged at a rate of £3.95 for the majority of goods in our shop, howver a number of items display a price that includes Postage & Packing (This applies to orders in the UK Only). Look out for the symbol. Orders weighing under 4.5kg are sent by First Class Post, above this weight by Parcel Force. INTERNATIONAL SHIPPING We now ship to most of Europe, USA, Canada, Australia & New Zealand. All orders under 2kg in weight will be sent by Airmail (typically taking 4 days for delivery). All orders over 2kg are sent by International Parcel Force - Euro48 for all European Countries(typically 2-3 working days) and International Datapost (typically 3-5 working days) service for countries outside of Europe. A signature will be required on receipt for all items sent via International Parcels. All shipping charges are clearly shown in the shopping basket, prior to entering any payment details. Where shipment to your location is not an option please contact us by email and we will be pleased to quote a price for delivery

We aim to despatch goods within 3 working days of receipt of your order if you are paying by Credit or Debit card, but during busy periods such as christmas this may be extended to 5 days - please email us if your order is urgent. If paying by cheque please allow 10 working days for cheques to clear, after which goods will be despatched. However there are a number of items which have longer delivery times (this is clearly stated along side any products to which this applies): Some Cat Activity Centres - allow up to 14 working days for delivery, Personalised Dog Collars - allow up to 28 working days for delivery. Please note - working days are classed as Monday - Friday. If any item is out of stock, we will contact you to inform you of this and give you an expected delivery date or the option of cancelling your order. When buying from Puddle Pet Care, payment card security over the internet is assured by Protx. At no time do we, at Puddle Pet Care, see your card information. When entering your details at the payment stage, please make sure the details you give are the same as those on your card and that the address you enter is that to which your card statement is sent. These details are matched against the records your credit card company has and incorrect details will cause fraud warnings about which we reserve the right to make further investigations into your order which can cause delays. There can be occassional difficulties with processing on-line transactions due to the server being busy. If you encounter any problems, you can either try again or contact us via email or telephone 01243 601010 and we can process your order manually. PLEASE NOTE if you telephone us with your card details your order will still be processed online via Protx by Puddle Pet Care.

All prices, where applicable, are inclusive of VAT at the standard rate of 17.5%. If you are ordering from outside of the EU you will be asked to confirm you are exempt from paying VAT, and the prices you will see at Checkout will be excluding VAT. Liability for local import duties and taxes remains the responsibility of the purchaser.

You may for any reason cancel your order, at any time before the goods are despatched, or within 7 working days (for UK orders, 14 days for overseas) from receiving the items. This does not affect your statutory rights as a consumer. Puddle Pet Care will make a full refund (excluding the cost of shipping the item to you), providing the goods are returned in a resaleable condition, with their original packaging and within 7 days of receiving the order. We will refund your payment within 14 days of the goods being returned. We can not however be responsible for the cost of returning any goods. We strongly recommend that you use a tracked and insured postal/carrier service to return the goods to Puddle Pet Care. If you are returning an item which was associated with a Special Offer - then any goods received Free of charge as part of that offer must also be returned unused and in the original packing. If you when you receive your order there are any damaged or faulty goods, please let us know immediately and we shall arrange for a replacement to be sent to you. We may ask that the original item be returned to us so that we can return it to the manufacturer for inspection. Complaints will be responded to quickly and certainly within 5 working days. All notices of order cancellation, return of goods, or complaints, must be made in the first instance via e-mail to: returns@puddlepetcare.co.uk

Puddle Pet Care is committed to protecting your privacy. We will not disclose information about you to third parties. We will only use the information we collect about you lawfully and in accordance with the Data Protection Act 1998. Information collected by our site is only used to take and fulfill your order, and we will only disclose information to third parties for the purpose of delivering your goods. The type of information we collect about you includes; your name, address, telephone number & email address. The information we hold will be accurate and as up to date as your last contact with us. You can check the information we hold about you on request by email. If you find any inaccuracies we will delete or correct it promptly. Cookies are used on our site, but only to keep track of the contents of your shopping basket once you have selected an item or if you select the "Remember Me" option. If you have cookies disabled on your computer, your transaction will fail. If you have any questions or comments regarding our privacy policy you should email us.