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 “Leave On Premises”. This saves 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.

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

Courier charges to England & Wales £7.80 up to 30 Kg, free for orders over £99.

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 without further charges or penalties.

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