We want you to be delighted with your purchase, not just satisfied, and will try hard to ensure this outcome. However it is just possible that your experience might not be what we hope for so we want to make clear how we deal with that.
- In the rare event that a Petflap arrives damaged or proves to be faulty, we will of course refund your entire purchase cost. Please take clear photos demonstrating the damage as the unit is unpacked.
- We can’t accept for return Petflaps that have been altered or amended in any way.
- In the event that you change your mind about the Petflap or just don’t like it, we can accept for refund only undamaged, resaleable Petflaps that still have all film in place. They need to be returned at your expense and insured up to the full sale value.
- To start the returns process please contact us or reply to your sale notification email.
By using our online shop to order from us you are agreeing to our terms of business. We accept PayPal payments which means you can buy using your bank account, debit card or credit card.
We treat your financial and personal details with care and use them only to facilitate our transaction and to protect against fraud. We do not store your financial information and we treat your personal information as private. We do not pass it to third parties other than to complete the transaction, eg providing the delivery address to couriers.
We do not use third party trackers to leak your shopping habits or to sell at you. We use our own cookie-based services to help your experience of using the site and to identify your internet connection to help protect against fraud. We also monitor your use of the site to help improve the service we offer and to respond appropriately to requests.
Returning standard items
You may cancel an order for a full refund up to the point when we notify you of your order’s dispatch. After you receive the order, you may return it to us, at your cost, unopened, in perfect condition and by an insured and safe means. We will refund you the initial full purchase cost.
Important: You must let us know that you wish to cancel an order within seven days of receipt. Please contact us to let us know you will be returning the Petflap. Without this happening first we cannot match your order to a return and therefore cannot refund anything.
Returning custom designed items
You may cancel the custom order process at any stage prior to paying for the product.
You may return a finished custom designed product if it is not substantially as described or fails to operate correctly or the materials are defective.
Custom designed products that are simply no longer wanted are not usually accepted for return and refund.
The Petflap comes with a two year guarantee. If the product you bought ceases to operate within the warranty period we will see what we can do to solve the problem in-situ. If this isn’t possible we’ll replace the unit. It must have been used as intended by design and had reasonable care and maintenance. Please note that modifying the Petflap in any way nullifies our guarantee.
The product’s cosmetic appearance may deteriorate over the normal life of the product due to prevailing conditions and usage. This is not covered by the warranty.