Terms and Conditions

ONLINE PURCHASES RETURNS POLICY

 

We are a family owned and run business, which has been serving the needs of

pet owners since 1982. 

 

We are never happier, than when our customer’s pets’ needs have been met!

 

We are happy to offer advice and further information on ANY item that we sell
…we would rather answer 20 of your questions honestly and fully, and end up

with no sale, than have no communication from you, and so end up with you buying

an unsuitable or unwanted item.

 

However, we know that buying online can be an awkward business, so below you

will see our returns policies, for various reasons for return.  Please have a read

of them BEFORE you bid/buy, and if there is anything you don’t like about them,

with all due respect, please do NOT buy from us. 

 

UNWANTED ITEMS

We will accept returns of unwanted items, providing:

  • We are notified, via email, of your intent to return an item.
  • The item arrives back with us WITHIN 14 days of the date we dispatched
    to you.
  • All and any costs of returning are paid by YOU and are NOT our
    responsibility.
  • Items arrive in a 100% resalable condition.  No exceptions.

Provided the above is adhered to, we will refund your original purchase price, in
full.

Should an item be returned to us:

  • Without prior notification
  • With opened packaging
  • In any kind of used condition
  • Soiled or sullied in ANY way (Including any odours such as cigarette smoke)
  • With ANY signs of wear, such as drool, teeth marks or pet hair.
  • Later than 14 days from postmark of original dispatch

We will NOT refund, and the item will be returned to you.  No exceptions. 
Our decision is final.

 

UNSUITABLE ITEMS

We are MORE than happy to offer any further information on our items, prior to
you buying.  We will always do our best to recommend the most suitable item for
your needs.  Please ask us about sizes / colours etc. before you buy, so we can
save you the bother of guessing and returning.  However, if you do find an item is
unsuitable, we are happy to replace or refund, providing:

  • We are notified, via email, of your intent to return an item.
  • The item arrives back with us WITHIN 14 days of the date we dispatched
    it to you
    .
  • All and any costs of returning are paid by YOU and are NOT our
    responsibility.
  • YOU pay the cost of the postage of any replacement requested.
  • Items arrive with us in a 100% resalable condition

Should an item be returned to us:

  • Without prior notification
  • With damaged packaging
  • In any kind of ‘used’ condition.
  • Soiled or sullied in ANY way (Including any odours such as cigarette smoke)
  • With ANY signs of wear, such as drool, teeth marks or pet hair.
  • After 14 days from postmark of original dispatch

We will NOT refund, and the item will be returned to you. 
No exceptions.  Our decision is final

 

FAULTY ITEMS

We take great pride in our stocks and service.  Each and every item is closely
examined by at least one person upon delivery to us; again, when being put in to
stock; and a final time before being dispatched to our ebuyers.  This usualloy
involves three different members of staff and management.
If, however, you
are unlucky enough to receive a damaged or faulty item from us, we will, of
course, do all we can to help. 
We will offer you a replacement (which you don’t
have to accept), OR refund providing;

  • We are notified, via email, of your intent to return an item, and why.
  • The item arrives back with us WITHIN 14 days of the date we dispatched
    to you.
  • Upon receipt we must confirm fault/flaw OR submit the item to its
    manufacturer for investigation. There is NO time limit to this process.

Provided the above is adhered to, we will refund your original purchase price,
in full AND your return postage.

Should an item be returned to us:

  • Without prior email notification;
  • That we believe has been intentionally damaged or used in any way other
    than its intended function;
  • That the manufacturer does not find defective.
  • After 14 days from postmark of original dispatch;

We will NOT refund, and the item will be returned to you. 
No exceptions.  Our decision is final.

 

We are a 100% honest business.  We are here to HELP our 1000s of customers,
both instore, and online.  We feel that by having, but law, to detail our returns
policy, we may come across as overly cautious.  We are not.  We treat each and
every customer as an individual, and always have done.  We believe there is
nothing that can’t be resolved with some
friendly communication and mutual respect! 
We are NOT ‘a computer’, we are a family of real people, just like you….and we
enjoy treating our customers as PEOPLE, rather than faceless electronic
transactions!

 

 

This returns policy does not apply to good purchased instore.



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CONTACT US
Call Us:01309 671166
EMAIL US
Email:sales@pearls.org.uk