Ordering and purchasing products on our website
5.1 To order a product on our website, you will be required to follow the ordering procedures on our website. All product information, including prices, are displayed on our website.
5.2 All orders placed on our website will be subject to our acceptance of the order. We are entitled to refuse any order placed on our website if: (a) if in our opinion the product ordered is unsuitable for the use on the animal or pet you have provided information for; (b) in any other circumstances without being required to give any reason to you.
5.3 If we have any concern or queries about the products you have ordered according to the pet information you have provided, then we will contact you electronically for clarification about the products you have ordered.
5.4 If your order is accepted, we will electronically confirm this (confirmation of order) with the details provided at time of order. The order will be fulfilled by the date set in the confirmation of the order, or within five (5) days of the confirmation of order if no date is specified.
5.5 All payment procedures are displayed on our website. You must pay by credit or debit card at the time of order. No other payment method will be accepted on our website.
5.6 We try to ensure the prices on our website are accurate at all times, and will reference your order when placed as an audit of this. We will inform you if the correct price of the product is higher than that stated at the time of order, and then you may cancel the order and choose whether or not to order the product at the correct price.
5.7 If a product you order is unavailable for delivery within 30 days of the date of order, then we will contact you to offer you a refund.
5.8 If a product you have ordered is unavailable for delivery due to a supplier issue, we will not automatically substitute your order for a similar product. We may contact you electronically to advise on products that are of a similar use and cost.
5.9 We are not liable for any delay or non-delivery of your order caused by incorrect personal or pet information being provided. In such circumstances we reserve the right to charge an administration fee or inform you that you must place a repeat order.
5.10 It is the responsibility of you as the customer placing an order on our website to provide the correct information at the time of order, and to ensure the credit or debit card used is your own.
You must ensure you have sufficient funds available to cover the total cost of your order at the time the order is placed. There is no facility for credit on our website. We reserve the right to obtain validation of the credit or debit card details before fulfilling the order.
5.11 All products listed on our website are inclusive of VAT.
7.1 You may return any products you have purchased, with the exception of prescription only medicines. To do so, you must notify us in writing (email or postal letter) within seven (7) working days of delivery with the reason for return, which will be considered before refund is made.
7.2 Refunds will be paid as soon as possible, but may take up to thirty (30) days to process. You are responsible for arranging and covering the cost of the return of products to Pet Counter. If you do not return the products to Pet Counter we reserve the right to charge you for the cost of recovering the products from you.
7.3 Whilst any products are in your possession, you are responsible for taking care of the products you intend to return to us. You must not use any products that you intend to return to us, and if products are sealed they must be returned to us with the seal intact. All products must be returned to us in the original packaging and with any free or promotional items which originally accompanied them. Failure to comply with clause 7.3 may result in refusal of refund.
7.4 If the product delivered to you is (a) not what you ordered; (b) does not correspond with the description of the product on our website; or (c) is not delivered in a satisfactory condition or is damaged in any way, then Pet Counter, at its discretion, will deliver you a replacement product or refund you the price paid for the product and the costs involved with the return of the product to us. If the product was delivered by Royal Mail, we will provide you with a postage paid envelope to return the product to us, or if it was delivered by courier, we will cover the costs of the courier charges for the return of the product to us.
7.5 If you are returning the product to us because they are damaged or faulty, then you must include a written explanation of the damage or fault.
7.6 If you notify us by email that you wish to cancel an order and the product has already been dispatched but not delivered to you, then you must return the products to us within seven (7) working days of delivery. Refunds will be paid as soon as possible, but may take up to thirty (30) days to process. You are responsible for arranging and covering the cost of the return of products to us.
We do not process orders or returns on weekends or bank holidays.