Delivery information

- Collect In Store, this is a free service. Please see conditions below.

You must bring your collection number with you to the store.

Your collction number will be e-mailed to you after your order has been processed and is ready to be collected.

Orders are processed Monday to Friday during office hours and can only be collected during shop opening times.

- £2.49 Economy Service, provided your order value is below £20 & weighs less than 950gm. (when packaged)

- £4.99 Recorded Premium, for orders over £20 and or over 950gm, (due to courier restrictions we can only deliver to certain parts of the UK, + £1 to each 25 Kg charge added to deliveries going to London).

- Free shipping on orders over £48, (For orders exceeding 25 Kg, a £4.99 charge is added for each 25 Kg there after. + £1 to each 25 Kg charge added to deliveries going to London.)

- Air Mail to the Europe, £7.99 for orders up to 500g, £10.99 for orders 500g - 1 Kg, £12.99 for orders 1 Kg - 1.5 Kg, £15.99 for orders 1.5 Kg - 2 Kg. Courier restrictions prevent us from sending orders over 2 Kg to the UAE. Please contact us if you wish to place orders over 2 Kg. 

- Air Mail to the USA, £9.99 for orders up to 500g, £15.99 for orders 500g - 1 Kg, £21.99 for orders 1 Kg - 1.5 Kg, £26.99 for orders 1.5 Kg - 2 Kg. Courier restrictions prevent us from sending orders over 2 Kg to the USA. Please contact us if you wish to place orders over 2 Kg.

- Air Mail to the Canada, £9.99 for orders up to 500g, £15.99 for orders 500g - 1 Kg, £21.99 for orders 1 Kg - 1.5 Kg, £26.99 for orders 1.5 Kg - 2 Kg. Courier restrictions prevent us from sending orders over 2 Kg to the Canada. Please contact us if you wish to place orders over 2 Kg.

- Air Mail to the UAE, £9.99 for orders up to 500g, £15.99 for orders 500g - 1 Kg, £21.99 for orders 1 Kg - 1.5 Kg, £26.99 for orders 1.5 Kg - 2 Kg. Courier restrictions prevent us from sending orders over 2 Kg to the UAE. Please contact us if you wish to place orders over 2 Kg.

Terms and Conditions

These terms and conditions govern your use of the Partners Pet Supermarkets Group Ltd web site; (partnerspets.com site) please read them carefully, as they affect your rights and liabilities, under the law of the United Kingdom. If you do not accept these terms and conditions, please do not register to use this site. Please note that in order to make a purchase on this site; you will be required to register, in order to become an authorized user.

Use of the partnerspets.com site

This site is provided to you free of charge for your personal use subject to these terms and conditions. When using this site, you have agreed to be bound by these terms and conditions.

These terms and conditions do not affect your statutory rights.

Amendments

We reserve the rights at all times, to alter without prior notice the terms and conditions of this web site.

Registration

To register with partnerspets.com web site you must be over the age of 18 years.

You must ensure, that the correct personal information on registration on this site, are kept updated should your details change.

Privacy Password and Security

Here at Partners Pet Supermarkets Group Ltd, we take security of your details very seriously and have taken every precaution to ensure your transaction is secure and we make every effort to ensure your shopping experience is safe and enjoyable. All your personal and account details are held on a secure web server, and we do not disclose buyers information to any third parties except for delivery purposes. All information is collected lawfully and in accordance with the Data Protection Act 1998. When placing your order, you will be taken onto a secure server - look for the locked padlock symbol in the status bar of your internet browser.

Payment

We accept all the major debit and credit cards: Visa, MasterCard, etc Via the WORLDPAY Secure payment portal, we do not accept payment by Cheque, cash or postal order.

Value Added Tax (VAT)

VAT is charged as required by United Kingdom Law and all prices quoted on this web site are inclusive of VAT at prevailing rates where applicable.

Item Description

Partners Pet Supermarkets Group Ltd takes great care with the descriptions of the products, as they appear online. The limitations of broadcasting may mean a slight variation. Every reasonable care has been taken to ensure that the descriptions are accurate. However, specifications are subject to change and Partners Pet Supermarkets Group Ltd cannot be held responsible for discrepancies, either real or perceived.

Prices

The prices quoted are those valid at the time of ordering, but can be subject to change due to stock replenishment. If we are unable to fulfill your order due to high demand, you will be given the option to continue with that order at the new price, or cancel your order.
Items marked "web only special" denote prices which are available to WebStore orders only - these prices are not available at our retail stores.

Refunding of Promotional Offers

Refunds for items purchased, during a promo offer on this site, are solely based on the terms of the promo price. Your statutory rights are not affected.

Order Confirmation

You will be notified by e-mail as soon as we receive your order. Please ensure that you enter your e-mail address on the order form. If we have any queries regarding your order we will contact you via e-mail or telephone.

Goods out of stock

To prevent disappointment and delays in receiving orders, ensure you order items that are currently in stock.

If you place an order and the goods are out of stock we will inform you ASAP via email or telephone. Partners Pet Supermarkets Group Ltd stock status is constantly updated but demand is high and we occasionally run out of stock on popular items. If, for this reason, we cannot dispatch your order we will contact you with a revised dispatch date. Please ensure that you submit your correct email and telephone details on the order form.
If your order contains multiple items, we can either wait for the out of stock item to arrive and ship everything together, or ship the order separately.  Either way, we will contact you.

Shipping

All shipping is calculated automatically based on the weight of your order. The shipping cost is calculated during the checkout process and you will be shown the order total (plus the shipping total) before you place your order.

We process your order immediately it is received and aim to dispatch your order within 3 working days (typically 1-2 days). From dispatch it can take 3 to 4 working days to arrive. 

Delivery of all our orders are handled using Fastway Premium Service

Your Web Orders may be tracked online, using the tracking link provided by us to you via email, when we dispatch your order.

All deliveries must be signed for.
Unfortunately in store pickup of orders from our WebStore is not available as our stores do not dispatch web orders.

Shipping and undeliverable items

First delivery attempt: - If the courier is unable to leave the parcel or parcels, at the delivery address, as there is nobody available to sign for the item or items, then the courier will leave a card asking the customer to call them to arrange a mutually convenient time, when the item or items can be delivered.

Second delivery attempt: - If there has been no contact from the customer to agree a mutually agreed time for delivery, then the courier will attempt to deliver the parcel or parcels for a second time 3 to 4 days after the first failed delivery attempt, if there is still nobody available to sign for the item or items, then the courier will leave a card saying that the item or items, will be returned to their depot and will remain there for 7 days, before being returned to us at Partners Pet Supermarkets Group Ltd

If Partners Pet Supermarket Group Ltd receives a parcel or parcels back from the courier marked undeliverable, we will return the goods to our stock and issue the customer a full refund including postage. Any refund amount will only be credited back to the payment card used for the original order. Please allow 7 business days for any refund from the time we receive the goods back at our distribution warehouse.

Please note we will not resend the goods out once they have been returned marked undeliverable, this order will have been canceled in our system in order to make the refund. Should the customer still require the goods then the customer will have to use the web store to place a new order, thus starting a whole new order process again.

Refunds and Returns

If you find a product unsuitable please contact Partners Pet Supermarkets Group Ltd by email using the contact us tab on our website, as problems can often be resolved without incurring unnecessary postal charges.

If however, it is deemed necessary to return an item for exchange or refund, please note the following:-
- Goods returned must be in original packaging, with labels still attached.
- Goods must be returned within 7 days of receipt.
- Goods must have accompanying receipt and note of reason for return.
- If shortages damages or mal-functioning items occur on receipt of any order, you must inform us immediately by email within 7 days of receipt.
- Costs incurred in posting the returned item are not refundable, except in circumstances where the items were damaged or mal-functioning.

- We will not give refunds on any items proved to be abused or misused for their purpose.

- Authorized refunds will be processed once we have received and inspected your returned goods

- Refunds will be authorized once items have been received and inspected and that they conform to the return and refund policy. Any refund amount will only be credited back to the payment card used for the original order. Please allow 7 business days for any refund.

Guarantee

Products are sold in good faith and guaranteed under manufactures warranty only. Partners Pet Supermarkets Group Ltd cannot be held responsible, but will endeavor to mediate between manufacturer and purchaser in the event of a complaint.

Disclaimer

Partners Pet Supermarkets Group Ltd reserves the right to alter without prior notice any content found within this Web site.  Partners Pet Supermarkets Group Ltd and any other party involved in making this site available to you are not liable for any direct, indirect, incidental, consequential or punitive damages arising out of its being accessed or used. Partners Pet Supermarkets Group Ltd assumes no responsibility, and shall not be liable for any damages or viruses that may infect your computer equipment or other property in any way, shape or form as a direct result of accessing this Web site.