Our aim

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. They need to be returned at your expense and insured up to the full sale value.
  • To start a return, please email info@ecoflap.co.uk for a returns number.

Online shop

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.

Tracking

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 use the website returns form to obtain the correct returns number and address. 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 up to the point where you approve the final design and commission the work; only then do we take your money.

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.

Order timescales

We will advise you of the order time for a custom design. If we have not been able to dispatch your order within that time or have not agreed a new delivery date with you, you can cancel the order for an immediate full refund with a no quibble guarantee whether or not the item has been built.

Our warranties

The Petflap with a two year guarantee. If the product you bought ceases to operate within the warranty period we will replace it. It must have been used as intended by design and had reasonable care and maintenance.

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.