Crystal Clear Pet Products Ltd Tel 01782 520 376, Mob 07712 648739
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Tel: 01782 520376, Mob: 07712 648739 Fax 01782 450814.

Business address: 1 Moorland Heights, Biddulph, Stoke on Trent, ST8 6TN.

Registered in England No.4841794.

Registered Office Vernon Road, Stoke on Trent, ST4 2QY.

VAT N0. 886 8621 63

TERMS & CONDITIONS

Crystal Clear Pet Products LTD are dedicated to serving UK pets through you, their owners.

Many of our Terms & Conditions are identified in the relevant sections of our website. However, certain items have been highlighted below for your benefit.

PURCHASING

Once you have ordered from our site we will confirm, either via e mail or phone, that your order has been received. This confirmation does not indicate that a contract exists between us. This protects us both against any errors in over/under pricing, or that we are temporarily/permanently unable to supply a particular product. In all cases we will attempt to contact you, either via e mail or phone, in order to inform you of the situation.

We accept;

  • credit card payments online via PayPal & NoChex.
  • credit card payments via telephone (we do not keep a record of credit card details).
  • Cheque payments (products will only be forwarded after cheques have been cleared – this can take up to 8 working days).

DELIVERY

When purchasing online it is imperative that you complete ALL SECTIONS of your Order Form. Our couriers require the Post Code (for delivery) & Immediate Contact Phone Number (should there be a delivery problem), along with Special Delivery Instructions (should no one be available to receive the delivery).


Our couriers are instructed to follow the information contained in the Special Delivery Instructions that you must enter at checkout. This could save you from having to pay the extra couriers’ holding/redelivery charges (hence the necessity for completing the Special Delivery Instructions section). (unless you issue us with further instructions in the, “Special Instructions, especially if not in” section on the Order Form).


Delivery usually takes place within 5 working days (i.e. excluding Saturdays, Sundays and Bank Holidays). We rely heavily on the expertise of outside couriers/Royal Mail to deliver your products.


If you are asked to sign for your order you are agreeing that it has arrived, “in good condition” (signing for the product as being, “in good condition” effectively places full responsibility onto yourself for the package(s), cancels our insurance and neither our couriers nor we are then liable should any visible damage be found when you later open any damaged package). If any of the packaging is damaged please sign that the package has been, “damaged in transit” and open the damaged package in front of the driver to check for damaged product. Should such damage be found please write down the extent of the damage when signing & if necessary refuse to accept the delivery & have it sent back to us via the courier in question. If you give Special Delivery Instructions e.g ”If out leave in porch” and find that your package has arrived damaged, immediately inspect the product(s) – if necessary, photograph the damaged packaging & product - and inform us of any damage within 24 hours.

Should you not receive your order after 5 working days, or should there be any issue relating to its' condition, please contact us either via e mail or telephone. We will then make every effort to rectify the matter.

Delivery Costs: Standard Courier charge is £5.95 up to 15KG, £6.95 up to 30KG £7.65 thereafter in Eng & Wales. Otherwise standard Royal Mail Parcel post rates apply. As the delivery cost will depend on the actual mix of products to be purchased in conjunction with delivery address, to determine your postage cost, click add to basket to see the rate that will apply to your location. You are not making any commitment to purchase unless you proceed to checkout and make payment


London Congestion Charge W1, W2, WC1, WC2, EC1-EC4, E1, SE1, SW1, SE11 & SE17 Excess 80p per order


Scottish Highlands and Islands Zone 3 IV3, IV40, IV52, IV54, IV63, KW1-KW14, PA20-PA40, PH19-PH40, PH50 , Phone for delivery charge


RETURNS POLICY

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si/2000/20002334.htm

Should any product purchased from us be found to be faulty we will be pleased to arrange to either refund or replace the product. Such products must be returned before we are able to refund or replace. We will be happy to refund the cost of shipping equivalent to the price we usually pay our couriers for such deliveries (should this become necessary please e mail or phone for details).

COOLING OFF PERIOD

You are entitled to a cooling off period of 7 days after purchasing any product(s) from us (this begins on the day you receive your order). Within this time you can inform us that you will be returning the products (at your cost).

Providing the products are returned unused (*) & in perfect resaleable condition (unless you have previously informed us that they are faulty, or were damaged in transit) we will reimburse you for the cost of the product(s) you bought without further charges or penalties.

* In the case of DVD’s they must be returned unopened (the cellophane packaging must not have been removed).