Bay Pets

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Terms and Conditions

GENERAL
All orders are accepted by this company are subject to these terms and conditions of sale, which supersede any previous terms and conditions.
All descriptions and illustrations contained in this website are only intended to give a general idea of the products, specifications may vary slightly.

DELIVERY

Where Do You Deliver To?

We ship to the Bay Area between postcodes LA1 to LA6 only.

All other destinations will have to be priced separately,phone, or e-mail.

You can place an order wherever you are in the world providing the card you use accepts UK Pounds Sterling and the delivery address is to any of the above areas.

When Will I Get My Order?

We aim to dispatch all orders within 48 hours. During busy times such as Christmas and Bank Holidays if we are unable to dispatch your order within 48 hours we will email you to let you know.

Under normal circumstances delivery should be 2/3 working days from the day of dispatch - so if you receive your dispatch email on Monday your order should arrive by Wednesday of that week. We use a courier service for heavier orders and Royal Mail 1st Class for smaller, lighter items. However, please allow up to 14 working postal days for your order to arrive before contacting us, particularly during busy times, Bank Holidays, Christmas.

Please note - claims for undelivered items sent by unsigned for services - typically orders under £35.00 in value - must be made within 21 postal working days (Monday-Saturday) of the dispatch date.

If it has been more than 14 working postal days (Monday-Saturday) since you received an email to say your order was dispatched please contact us quoting your order number.

I Work During The Week - How Do I Receive My Order?

If, like us, you work during the week you can request during the checkout process that your order is left with a neighbour or somewhere you feel is safe and preferably dry on your property, a garage or porch, for instance. You can always opt to have your order delivered to your work address or to a friend's house who may not be working.

If you don't have anywhere else our courier will leave a card telling you they tried to deliver your order. The card will advise you what to do next.

It is your responsibilty to collect items where attempted delivery has been made. Items returned to us as uncollected will be refunded for the cost of the items minus actual shipping charges. We will, of course, always reship items but a further shipping charge will be payable.

Baypets cannot be held responsible for orders left at the customer's request on their premises.

My Order Has Arrived Damaged?

If you find that something is damaged when it is delivered to you contact us within 48 hours and we will gladly arrange a replacement. We cannot guarantee to replace items damaged upon delivery that are not reported within 48 hours.

Please keep all packaging to return with the item.

If the item has been delivered by courier we will arrange for them to collect the damaged item at our expense. We will, of course, refund the cost of postage for items returned to us by Royal Mail.

Damaged goods must be returned to us or arranged to be collected by us within 14 days a replacement being sent. After this time replacement items will be charged for.

How Much Does Delivery Cost?

Postage & packaging is charged at £4.80 for orders under £75.00 All orders over £75.00 are delivered** free of charge.

Where possible smaller items will be sent by Royal Mail 1st Class and we will only charge you the standard shipping rate of £3.50.

** Please note certain items, due to weight, are exempt from standard delivery charges . Heavy weight items such as foodstuffs and litter may include an additional carriage cost - an email advising you of the revised carriage cost will be sent before your order is accepted and processed.

How Do I Cancel An Order?

To cancel an order please log in and check your order history first - if your order is listed as being processed the order cannot be cancelled. You can still return items to us though under our 30 Day Guarantee.

If your order is still open contact us quoting your order number and we will cancel your order. Your card is not debited until your order is dispatched so no debit or credit will show on your card statement.

How Do I Return Something?

You can return any item to us within 30 days of its purchase date under our "30 Day Guarantee" providing it is unopened and in its original condition for a refund for the price you paid for the item.

To return an item to us send it to:

Include your original invoice or a note with your Order Number and name and address so that we can trace who the parcel belongs to. Refunds are normally processed within two weeks of the item being received but during busy times such as Christmas it may take up to four weeks - if you don't include an order number though it can greatly delay your refund.

You can check your order history for details of returns received and credits processed.

Faulty items: To have a faulty item replaced please detail the fault and we can dispatch a replacement as soon as possible.

We'll send you an email only when your refund has been processed - if you would like to know that an item has reached us please use a signed for service.

Shipping and Handling charges are not refundable - we reserve the right to reclaim actual shipping costs where the cost of delivery exceeds the standard rate charged for the order. If an item is faulty please contact us before returning the item.

If you return an item to us outside of 30 days or without its packaging, or in unsaleable condition we will post the item back to you. A further charge to your card will be made to cover return costs to you.

How Can I Pay?

You can pay by calling our shop on 01524 381022 by any of the following cards:

Your card is not charged until your order has been dispatched. If your card is declined when we process your order we will send an email asking you to confirm and check your card details. If your card is declined again you have the option to cancel your order.

You can also opt to pay by PayPal if you prefer, by selecting the PayPal option during the checkout process.

Can I Order By Phone or Fax?

We do not accept orders by phone or fax.

How Do I Exchange An Item?

We're sorry but we cannot exchange items returned to us for alternatives without prior contact.We will endevour to help as much as possible with your needs.

Items returned to us with a request for an exchange will be treated as a normal return.

I Need To Talk To Someone About My Order?

For enquiries about shipping schedules, payment methods,or to contact us about an existing order, please email us, ensure you quote your order number available from your order confirmation email or from your Account History.

Baypets.