Petnap® are completely dedicated to your total satisfaction. If you have any suggestions or comments please contact us.
Our Contact details:
Phone: 01256 855120 (Mon – Thur 9.00am-3.00pm) (Fri 9.00am-Early finish) (Sat – Sun Closed) These times are subject to change without notice. You are advised to call/email ahead before visiting to ensure someone is available.
Please Note: We are predominantly an ecommerce/online business working out of warehouses – Please don’t attend without prior acknowledgement from us as we would hate for you to travel and be disappointed if no one is available.
Email: sales@petnap.co.uk
Petnap® Limited
Unit 46 Folly Farm
Kingsclere Road
Ramsdell
Hampshire
RG26 5GJ
Website © 2023 Petnap® Limited
Petnap® Environmental Policy:
We are committed to reducing our carbon footprint and our manufacturing waste. Where possible we will re-use cardboard boxes etc. to package orders of multiple items. Individual items are packaged in custom boxes. Our products are designed to use very little energy which also helps reduce your carbon footprint.
Waste Electrical and Electronic Equipment Policy Statement
The Waste Electrical and Electronic Equipment Regulations (WEEE), EU Directive 2002/96/EC, were adopted into UK law on 2nd January 2007 with full implementation from 1st July 2007. These regulations require that electrical and electronic equipment, when being disposed of at the end of its useful life in an EU Member State, must be recycled and/or disposed of in accordance with the EU directive as it is applied in local laws of that State. These regulations go further by making the manufacturer or importer (the producer) of the goods responsible for their disposal/recycling in the correct manner.
Petnap® Limited recognises and accepts its obligations and has taken the following steps to ensure compliance.
Labelling:
Liable products manufactured by Petnap® Limited in compliance with UK Statutory Instrument 2006 No. 3289 (the UK law) feature the approved crossed out wheeled bin symbol clearly marked on the item. Additionally, printed information is provided in the instruction manual, or an accompanying slip.
Product Design:
Petnap® Limited recognises the benefit to the environment of this legislation and is designing products to allow more recycling and less adverse environmental impact.
Registration:
Petnap® Limited is registered as a producer with the UK Environment Agency.
Petnap® Limited will accept return of their items for disposal under the scheme rules. Items no longer in use should be returned to Petnap® Limited, at the above address for safe disposal/recycling. Alternatively, consumers may take their unwanted heat pad to their local recycling centre.
Appointed Compliance Contractor: Beyondly
For queries about WEEE please email our support desk at: sales@petnap.co.uk
Making A Purchase:
Making a purchase could not be easier. Just browse our store, and click ‘Add to Basket’ to add any items that you wish to buy into the shopping basket. After you have finished your selection, click on ‘Checkout’ at the top right of the website and you will be asked for a few details that we need to be able to complete the order. PLEASE NOTE: due to the increase in credit card transaction charges the minimum order value is £2.50 (excl P+P). Customers who wish to pay via PayPal payments will incur a handling fee based on the total value of your shopping cart, these fees are clearly shown to you before payment is taken. If you wish to avoid this charge please use an alternative payment method at the checkout stage.
If you are shopping from outside the UK, place your order and your credit card company will convert the transaction to your own currency.
We accept all major debit and credit cards including Amex. We do not charge for any item until it is ready to ship (Unless you have used PayPal Payments). Back ordered items are not charged until they are shipped (Unless you have used PayPal Payments)
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
We reserve the right to cancel any orders received where the delivery address provided is NOT in a country we ship to or you have not selected the correct delivery zone or area from the country drop down.
Phone orders are no longer accept this is to aid in the prevention of fraudulent transactions.
Items are described on our website as accurately as possible and to the best of our ability. Product dimensions, weight, sizes etc quoted are given as approximate measurements, please contact us if there is anything more specific you need to know.
Shipping and Handling:
Where possible please provide us with a mobile telephone number – Our Couriers will then be able to send you a text advising your delivery date/time window if possible (Please note this is an estimation and not always accurate) You will also have the opportunity to alter/re-arrange delivery for a more convenient date/time.
Where a mobile telephone number has not been supplied you will receive an email confirmation from the couriers with the expected delivery date/time of your order (As above).
We would prefer to know if your order can be left with a near friend/relative or neighbour or in a safe and (most importantly) DRY place. However, should you wish to have it left in a safe place you must be prepared to accept all risks such as theft, damage etc.
If you have not stated that your order can be left it is your responsibility to ensure that someone is available to receive, sign or photo for the delivery. We will ONLY instruct our couriers to leave your item in a “secure, safe & dry” place upon your instruction, a neighbour will automatically be tried by the courier if they feel it is appropriate. If your order is to be left at your request you are deemed to have accepted the risk of theft of your items from said “safe” place and any damage that may have been caused or be caused. Petnap® Ltd and/or our preferred carriers will NOT be liable for any missing parcels where the courier has provided us with details of where it has been left. If we are instructed to leave your item in a “safe place” by yourself or with a neighbour,
Petnap® will take no responsibility for any damage caused to your item from being left at said “safe place” or neighbour it becomes your responsibility from that point onward to ensure the item is protected from damage that can be caused by elements such as the weather or 3rd parties.
By placing an order and accepting our terms and conditions you have agreed to allow our preferred couriers/delivery service to enter your property to make said delivery of your order. Damage caused by the couriers/delivery service, to your property, such as damage to gates/plants/fencing etc is at your own risk and Petnap® Limited accept no responsibility for this.
PLEASE NOTE: If you have not received your order within 5 working days or you have been carded please check to see if it is being held at a local depot or by a neighbour. If it is being held at your local depot please follow the on-screen instructions to arrange/re-arrange delivery or collection.
The couriers will only “hold” your order for 5 days before returning it to us unless they hear from you, and will only attempt to deliver your order up to a maximum of 3 times.
We are charged for all returns. If we have to re-send your order to you, you will be expected to pay for the cost of re-sending it and we reserve the right to charge you the return fees which we would have incurred.
Your item must be check within 48 hours of arrival to ensure everything is ok, any breakages or missing parts should be notified to us with in this 48 hour period for us to be able to resolve it for you, even if you don’t intend to use the item straightaway we advise you to check it with in this time, if you choose not to do this we will be unable to rectify the issue of damaged or missing parts after this time and any return requests will be refused.
Multiple items maybe packed into single larger outer boxes, this is to save on time and delivery costs. Petnap® do this because in most cases we pay more to ship your items to you than the actual delivery charge you have paid to us.
Delivery Schedule:
MAINLAND UK (SEE EXCLUSIONS)
Our STANDARD delivery charge to Mainland UK depends on the individual items. Please note multi orders of reusable whelping boxes will be charged per box at the current rate for this item which is different from our capped rate above.
Orders are generally dispatched within 24 working hours.
Relatively small and low weight items are generally delivered via Royal Mail, larger items normally require a courier service.
Standard Delivery shipping option = average delivery time is 2- 4 working days
Faster Delivery shipping option = average delivery time is 1-2 working days
In both shipping methods listed above you must also add on the 24hr despatch time, in some cases your item could be despatched the same day this depends entirely when your order is received and processed and if our collections have taken place for that day.
You should allow up to 5 working days for all deliveries. If you have not received your item(s) by then please contact us so we can look into this for you.
IMPORTANT: Our Couriers are generally used to deliver items such as the Whelping Boxes, Puppy Pens, Hidden Cat Litter Trays, Whelping Kits and Plastic Pet Pods – Please inspect the packages BEFORE signing for them. We cannot make a claim against the couriers for damaged goods if you have signed and accepted them as in good condition.
Where possible please provide us with a mobile telephone number – Our Couriers will then be able to send you a text advising your delivery date/time window if possible (Please note this is an estimation and not always accurate) You will also have the opportunity to alter/re-arrange delivery for a more convenient date/time.
Where a mobile telephone number has not been supplied you will receive an email confirmation from the couriers with the expected delivery date/time of your order (As above).
We would prefer to know if your order can be left with a near friend/relative or neighbour or in a safe and (most importantly) DRY place. However, should you wish to have it left in a safe place you must be prepared to accept all risks such as theft, damage, any delivery errors made by the courier, etc.
If you have not stated that your order can be left it is your responsibility to ensure that someone is available to receive and sign for the delivery. We will ONLY instruct our couriers to leave your item in a “secure, safe & dry” place upon your instruction, a neighbour will automatically be tried by the courier if they feel it is appropriate. If your order is to be left without a signature at your request you are deemed to have accepted the risk of theft of your items from said “safe” place and any damage that may have been caused or be caused. Petnap® Ltd and/or our preferred carriers will NOT be liable for any missing parcels where the courier has provided us with details of where it has been left. If we are instructed to leave your item in a “safe place” by yourself or with a neighbour, Petnap® will take no responsibility for any damage caused to your item from being left at said “safe place” or neighbour it becomes your responsibility from that point onward to ensure the item is protected from damage that can be caused by elements such as the weather or 3rd parties. By placing an order and accepting our terms and conditions you have agreed to allow our preferred couriers/delivery service to enter your property to make said delivery of your order. Damage caused by the couriers/delivery service, to your property, such as damage to gates/plants/fencing etc is at your own risk and Petnap® Limited accept no responsibility for this.
PLEASE NOTE: If you have not received your order within 3 working days or you have been carded please check to see if it is being held at a local depot or by a neighbour. If it is being held at your local depot please follow the on screen instructions to arrange/re-arrange delivery or collection.
The couriers will only “hold” your order for 5 days before returning it to us unless they hear from you, and will only attempt to deliver your order up to a maximum of 3 times.
We are charged for all returns. If we have to re-send your order to you, you will be expected to pay for the cost of re-sending it and we reserve the right to charge you the return fees which we would have incurred. (In all cases where we have valid tracking to state that your order has been delivered, but you dispute this, you are asked to seek a refund for your order through your card issuer, we will not issue a refund or replacement in this scenario)
Your item must be checked within 48 hours of arrival to ensure everything is ok, any breakages or missing parts should be notified to us with in this 48 hour period for us to be able to resolve it for you, even if you don’t intend to use the item straightaway we advise you to check it with in this time, if you choose not to do this we will be unable to rectify the issue of damaged or missing parts after this time and any return requests will be refused.
ADDITIONAL DELIVERY TERMS FOR: HIGHLANDS / ISLANDS / NORTHERN IRELAND / CHANNEL ISLANDS:
This includes but is not limited to the following postcodes:
AB31-38, AB40-56, HS, IV, KA27-28, KW, PA20-78, PH4-50, ZE, BT, GY, JE, IM, TR21-25, PO30 UPWARDS
PLEASE NOTE CUSTOMERS SHOULD ALLOW EXTRA DELIVERY DAYS FOR THESE AREAS IN SOME CASES UP TO 10 DAYS.
Where possible we will dispatch using Royal Mail 48hrs tracked service so that NO additional carriage charge is required. We are however, unable to offer this option on our larger, heavier items (this includes but is not limited to, Whelping Boxes, Puppy Pens, Hidden Cat Litter Trays, Whelping Kits, Plastic Pet Pods, Catac Heated Beds and Multiple Heat pad orders)
ADDITIONAL DELIVERY TERMS FOR: INTERNATIONAL ORDERS:
Our website will give you an indication of the carriage charge for your order. Please note this is a guide price only – we will contact you via email in the event that the carriage guide price is insufficient.
You will then have the opportunity to either cancel or proceed with your order. (ORDERS RETURNED FROM INTERNATIONAL COUNTRIES FOR ANY REASON OTHER THAN RECEIVED DAMAGED WILL NOT HAVE THE INITIAL POSTAGE OR RETURN POSTAGE REIMBURSED) All damages must be notified to us via email with in 48hrs of delivery.
Payment is ONLY pre-authorised by the payment gateway; NO payment will be taken until we have received confirmation of your acceptance of the carriage costs.
PLEASE NOTE INTERNATIONAL CUSTOMERS SHOULD ALLOW EXTRA DELIVERY DAYS SOME AS MUCH AS 25 DAYS.
Back Orders:
If your item is not in stock, we may back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Tax Charges:
VAT is charged at the prevailing rate
Credit Card Security
Our credit card service provider is Stripe/Woocommerce Payment Services. Stripe/Woocommerce Payments incorporates a sophisticated fraud screening service provided by the “3rd Man”. Stripe/Woocommerce Payments offers the highest level of functionality of any secure internet payments system compatible with Stripe/Woocommerce products. No credit card details are retained by Petnap® Limited to ensure complete credit card security.
Phone orders are limited to £100.00 inc VAT, if the goods you wish to purchase exceeds this limit you will need to complete your order directly on our website. This is part of our fraud prevention program.
PayPal:
Refunds are usually processed with in 48hrs of the item being returned, PLEASE NOTE: Due to a change in PayPal’s terms and conditions in October 2019 regarding refunds, we no longer receive the PayPal fees back when we issue a refund to the customer, therefore if you return/cancel an item that was purchased using PayPal any refund owed will be minus the original PayPal fee.
Guarantee:
Full 12 months guarantee on all Petnap® products starting from the date of purchase. This is a RETURN TO BASE warranty. PLEASE RETAIN YOUR INVOICE – IT IS YOUR PROOF OF PURCHASE. This guarantee does not include damage to the product resulting from accidents, misuse or normal wear and tear. If the product should become faulty within the guarantee period we will repair it or elect to replace it free of charge. Simply contact us via email and we will advise on the best course of action with regards to you sending the item back to us or a replacement being sent.
Product Guidance:
All sizes quoted on this website are approximate dimensions and given for guidance only, should you require something to be measured in fine detail please get in touch before purchasing. Colour definition in pictures of our products may alter in really life different lights and backgrounds can make items appear a different colour or shade, we have tried to eliminate this as much as possible but sometimes it can’t be helped.
Ultrasound Scanners Limitations of Purchase:
Items listed on our “Ultrasound Scanners & Puppy aspirators” page are none refundable due to health and hygiene reasons. Due to the value of the items You MUST inspect your item on delivery to ensure it has not been damaged in transit you must notify us with in 24hrs if any damage has occurred. If your item develops a fault it will be covered by a customer return to base warranty where it will be fixed and returned to you. Ultrasound scanners and pregnancy detection items are manufactured to order please allow a minimum of 10 days for delivery.
Reaching Us
Unit 46 Folly Farm | Kingsclere Road | Ramsdell | Hampshire | RG26 5GJ
Sales@petnap.co.uk
Privacy Policy
Software
Petnap’s® website is secured via HTTPS meaning the information you input onto our website will remain safe and secure.
Customer’s data is held on our website software and our accounting package software both of which have restricted access and are password protected. The computer system we use to manage our website and accounting software is also secured by an encrypted hard disk drive meaning it can’t be access by people or staff without the adequate permissions, we also run and have installed the latest anti-virus and firewalls to protect the computer from unauthorised access.
Hard-copies
To comply with HMRC accounting practices we keep a hard-copy of each customer’s invoice, this is stored in a secure locked room with limited access to it, and these hard copies are only accessed if there is a requirement by HMRC to view them, at which time your personal information contained on these documents will be shared with HMRC, your information is kept for the minimal amount of time that is required to comply with HMRC this is currently 7 years.
Disclosure of Information
Petnap® Limited do not disclose customers’ information to any other third parties other than those that are required to complete the processing and delivery of your order.
Checkout Requirements
As part of the checkout process you will be required to supply us with details that are required for your order to be processed and fulfilled, this process includes the following elements:
Cookies
Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor use of the website and to compile statistical reports on website activity.
For further information visit www.aboutcookies.org or www.allaboutcookies.org.
You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However, in a few cases some of our website features may not function as a result, if this happens, you may contact us via phone to help you complete your order.
Access to your information and correction
You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all your personal information, please email or write to us at the following address. Petnap® Ltd Unit 46 Folly Farm, Kingsclere Road, Ramsdell, RG26 5GJ.
There’s no charge to request this information from us, and we aim to respond to your request by post or email within 7 working days.
You may ask us to correct or remove information you think is inaccurate.
Office and Warehouse Security
Our offices are alarmed and protected by secure door locks and has a 24hr CCTV active, there is further security at our offices that we are unable to disclose.
Marketing
We will send you information about products sold by Petnap® Ltd which may be of interest to you by email or by post. We’re only permitted to do this if you have consented to receive marketing by email and/or post during the checkout process when placing an order.
Customers prior to 25th May 2018 that were on our old mailing lists will have been notified about remaining on these marketing lists by email requesting to re-subscribe. Any customer that has not re-subscribed will have been removed from our mailing lists.
You have a right at any time to stop us from contacting you for marketing purposes at any time should you have opt-in to these services.
If you no longer wish to be contacted for marketing purposes, please contact us via the contact us form on this website.
All customers that have consented to emails being used for marketing purposes are stored on our ordering system that your original order was placed on.
Data Breach Notifications
If your information is accessed by an unlawful third-party by unforeseen circumstances, we will notify all customers of this on the day the event occurs. Customers should note this would be by email and would be the only time we may contact a customer that has not consented to being contacted by email.
Changes to our privacy policy
We keep our privacy policy under regular review and we will place any updates on this web page. This privacy policy was last updated on 1st January 2020.
How to contact us
Please contact us if you have any questions about our privacy policy or information, we hold about you:
Our Address: Petnap® Ltd Unit 46 Folly Farm, Kingsclere Road, Ramsdell, RG26 5GJ
Returns Policy
All of our products come with a 7 day no quibble, no questions asked returns policy. Please ensure you return the item with your original order number present and or a copy of your invoice, state the reason for the return on the invoice this is so we can note it on our system against your order.
Then simply return your item(s) in its original packaging and in perfect condition and we will refund you the cost of the product(s). Unused/unwanted goods must be returned within the 7 day “cooling off” period to qualify for a refund.
Some products as indicated in the product description in “RED” carry a restocking charge as quoted.
Please note you have a duty of care to ensure that the item is returned to us in resalable condition. When goods are returned to us for reasons other than faults or warranty claims we will refund the cost of the product(s) but not the cost of the original shipping.
NOTE: (ORDERS RETURNED FROM INTERNATIONAL COUNTRIES FOR ANY REASON OTHER THAN RECEIVED DAMAGED WILL NOT HAVE THE INITIAL POSTAGE OR RETURN POSTAGE REIMBURSED)
When returning goods, you must take reasonable care to ensure they do not receive damage in the meantime or in transit. You must ensure that the goods are packaged well to avoid damage to the product on its return, as items received damaged may not be fully refunded, if an item has arrived damaged and you wish to return it you must inform us before returning it. Please ensure that any items returned to us has adequate insurance cover taken, if an item received by us damaged due to the performance of your chosen couriers you will be required, to claim on their insurance. We will notify you of this upon receipt of your item.
Refunds are normally processed, with in 48hrs of the item being returned, PLEASE NOTE: Due to a change in PayPal’s terms and conditions in October 2019 regarding refunds, we no longer receive the PayPal fees back when we issue a refund to the customer, therefore if you return/cancel an item that was purchased using PayPal any refund owed will be minus the original PayPal fee.
Returns Policy (Whelping Boxes) in addition to above
When purchasing a disposable whelping box, you should check the item before using it (This includes checking it to ensure it is suitable size wise). Do NOT apply any tape to the box or screw in the rails, once you have applied tape to the box or fitted the rails, we will no longer accept this as a return. Beware that if you still decide to return the item your unlikely to receive a refund.
When purchasing a reusable whelping box, you should check the item before using it (This includes checking it to ensure it is suitable size wise). Do NOT screw in the rails, once you have fitted the rails, we will no longer accept this as a return. Beware that if you still decide to return the item your unlikely to receive a refund.
Returning a faulty/damaged in transit item:
If you wish to return a product which is faulty or has sustained damaged, please contact us on 01256 855120 (Mon-Fri 9.00am-4.00pm) or email us at sales@petnap.co.uk in the first instance so that we can determine how best to proceed. Items that are received, damaged must be notified to us within 2 days of delivery, even if you intend not to use the item straightaway, we would advise you to check it, no claim for faulty or damage will be entertained after 2 days of the delivery date unless you have informed us within 2 days of receiving the item. If a customer receives an item that has sustained a fault or damage and decides to use the item knowing it is faulty or damaged, they will at this point no longer be able to return the item for a refund.
If your item becomes faulty within 30 days of purchase, we will give you the option of a full refund, after 30 days a repair or replacement will be issued as per the warranty.
Please note – For Health and Hygiene reasons we cannot accept the return of Cosi-Covers/heated beds for a refund if they have been used, and contain traces of pet hair unless they are faulty.
Items that are listed under our Ultrasound scanners & Puppy Aspirators section of this website are none refundable, if the item is faulty, it will be fixed and returned, if within the warranty period.
We are unable to accept returns without your original order number or proof of purchase and an RMN.
This does not affect your statutory rights.
Voucher Policy:
From time-to-time vouchers will be issued as part of promotions and customer satisfaction incentives, these vouchers can be used to make savings on our website only and should only be used by the customer. The vouchers can include discounts on listed prices or free shipping. Most vouchers will require certain conditions to be met. For example: spend £100.00 and get 10% off.
Our vouchers cannot be used, alongside other offers, vouchers, sale items, discounted items.
If an order for several items is purchased, and subsequently part of the order is returned for a refund, the refund amount will be calculated on the price the items would have cost with no discount applied to them.
For example: Discount code gives 10% off £100
4 x items purchased at £25.00 = £100.00 with discount, paid £90.00
3 x items returned at £22.50 = £67.50
1 x item kept by customer full cost £25.00
Difference in price £25.00 – £22.50 = £2.50
Refund amount = £67.50 – £2.50 = £65.00
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