Terms and Conditions (20/05/09)
These Terms and Conditions apply to all transactions on this site. Please read them carefully. They do not affect your statutory rights.
We may change these terms and conditions at any time. Any changes will take effect on the date they are posted onto the site (see date above). You will be asked to read and accept the terms and conditions each time you place an order, to ensure that you are familiar with the most current ones.
Please note that different terms (including prices, delivery charges, delivery times and returns policies) may apply to purchases made at one of our third party retailers.
You will have an opportunity to check and correct any input errors in your order up until you click the Submit Order button.
After you submit an order we will give you an Order Reference Number and details of the products you have ordered. We will send the same details to you in an e-mail. Please note that this e-mail is an acknowledgement, not acceptance of your order.
Subject to the paragraph headed “IMPORTANT” underneath the “Prices and payment” section below, acceptance of your order and the creation of a legally binding contract between us will only occur when we send you an e-mail, which will contain details of how your products will be delivered to you. Alternatively, we may decline all or part of your order for any reason, in which case we will tell you so.
When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks with Experian Limited or other agencies. In particular, we may pass your details to Experian for them to check against certain public and private databases. Experian may keep a record to use in future security checks. This helps to protect you and us against fraudulent transactions.
We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method. Please note that products, prices and offers at our third party retailers may differ from those featured on this site.
Prices and Payment
All prices and charges on this site are in UK pounds. They include any VAT payable, but exclude delivery charges (for details see “Delivery” below).
The total cost of your order will be the price of the products you order, any additional services you choose, plus the applicable delivery charge. All these will be set out clearly in your Shopping Basket before you submit your order.
Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If something becomes unavailable we may offer you an alternative.
We accept payment by Mastercard, Visa, & Delta. Payment is deducted when we process your order.
Customer Discount Code Offers ("Discounts")
Where you use a valid promotional code we have issued in conjunction with your purchase, the following additional terms and conditions apply:
- Discounts will only be available on order values over the amount stated in the offer.
- Discounts are only valid until the date published.
- Discounts are ONLY redeemable for purchases made on this website (www.catgenie.co.uk)
- Only one Discount may be used per customer per transaction.
- We reserve the right to end any Discounts at any time including prior to the advertised end date without notice.
IMPORTANT: We try very hard to ensure that all information on this site is accurate. However, just occasionally, an error can occur. If we discover an error in the price or description of a product you have ordered, we may cancel your order at any time up to the point we send the product(s) to you (even if we have sent you an email). We will contact you where we become aware of an error and ask you whether you wish to continue with your order at the correct price or cancel it. If we do cancel your order you will receive a full refund of any charges paid in advance.
Purchases of more than three CatGenies require our prior approval, otherwise we may cancel your order without penalty at anytime. To obtain approval or if you encounter a problem, call 0844 736 2790. This is to protect you & us from fraud.
Where We Deliver
We can deliver appliances, supplies and accessories to any address in the British Isles including the Channel Islands & Ireland (additional courier charges may apply). For customers living in the Isle of Man, the Isles of Scilly and some of the Scottish Islands we recommend that customer’s choose a private courier on the mainland to which we can deliver, who can then ship to them directly. Customers are responsible for bearing the cost of private courier arrangements. Deliveries can also be arranged to elsewhere in Europe where no other PetNovations sales outlet is available. Please email us for a quote on shipping.
We make every effort to keep our delivery charges as low as possible. Our charge depends on the type of product ordered and whether you choose standard delivery (1-2 working days), or a premium service. You pay a delivery charge, dependant on the total value/number of products ordered. All orders over £60 to be delivered within the mainland UK are delivered free of all charges. All delivery charges will be visible before submitting your order. There are additional charges if you choose a premium delivery service. You will always be able to see all applicable charges before submitting your order.
Please note that delivery arrangements may differ if you choose to have a product shipped outside the British Isles.
Delivery times are calculated in working days - i.e. Monday to Friday inclusive (but excluding Bank Holidays). If you order after 3.00pm, please calculate your delivery time as if your order had been placed the following working day. For premium next week day delivery or Saturday delivery (if available) please order before 10.00am.
We aim to deliver your purchase within 1 working day after receipt of your order.
Standard Postal and Courier Deliveries are Monday to Friday (excluding Bank Holidays), usually from 9am to 5pm and we aim to get your purchase to you within 1 working day. For orders placed after 3:00pm we aim to get your purchase to you within 1 – 2 working days. For extended bank holiday periods like Christmas and Easter please allow 4-7 working days. ALL DELIVERIES MUST BE SIGNED FOR.
Premium Courier Delivery Services
If you choose a product that is delivered by courier, you may be offered the option of paying a small extra charge for a premium delivery service. In this case, your product will be delivered on the date and during any time slot specified. Premium delivery is not available for all products. All deliveries must be signed for.
If we are sending your product by courier, our e-mail to you will contain a link to the courier's website, along with a parcel number. This allows you to track your order right to your doorstep. Standard courier deliveries are usually made between 9am and 5pm. All deliveries must be signed for. If you are out when the courier arrives, the courier will leave a card with a contact number for you to call. We can arrange delivery to your work address if specified during your online order process. We apologise in advance that changes cannot be made after your order is placed.
It is also very important to give two good contact numbers as our drivers may contact you ½ hour before the delivery is due to take place.
On selected small products, we offer the option to order an item in advance. That means that we have run out of stock but we know that more is on its way to our distribution centre. On the site, we give you a date by which we expect to deliver your order to you.
14 and 28-Day Delivery
On selected large products, we offer the option to order an item in advance. That means that we have run out of stock but we know that more is on its way to our distribution centre. On the site, we will tell you whether we expect to deliver within 14 days or within 28 days of receiving your order.
IMPORTANT: We do everything we can to meet the delivery times specified in this section. However, occasionally delivery times may be affected by factors beyond our control ( eg. problems obtaining authorisation for your payment ) and therefore they cannot be guaranteed. We will inform you if we become aware of an unexpected delay.
Please allow extra time for deliveries to Scottish islands. We will notify you which delivery method we will use when we send you our e-mail. Very occasionally different products in the same order may be delivered separately.
We may offer a high quality, efficient and speedy installation service for any customers requiring this. If installation is available, you will be offered it as part of the order process. It includes:
- Your product unpacked and checked.
- Product positioned and set up for you (your old appliance must be disconnected before we arrive)
- Safe, secure, installation
- Product tested in front of you
- Any unusual product features explained to you
- In most cases, your old product taken away for you
Your old appliance should be safely disconnected prior to our arrival.
For some products we offer to remove your old appliance for a small extra charge. If scrap collection is available you will be offered it as part of the order process.
IMPORTANT: Your old appliance must be clean. Your old appliance should be safely disconnected prior to our arrival.
When you purchase from us we will recycle and dispose of your old electrical appliance for free. If you want us to do this simply send your old product to us at our address below. Alternatively you may use a local centre to dispose of your old appliance in accordance with WEEE regulations.
For further details visit www.recyclenow.com
Missing, Damaged or Incorrect Orders
We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products, please e-mail us at firstname.lastname@example.org or telephone 0844 736 2790. In the unlikely event that a product arrives damaged or faulty, please follow the instructions in the delivery documents.
Change of Mind Cancellations
Our procedure is to process orders on the day the order is placed, in order to get customers their order as soon as possible. Should you decide to cancel your order, you must do so immediately. We will do our best to cancel the order before it ships, but we cannot guarantee that we can cancel an order once it is placed. To do this you must call our Customer Service Department at 0844 736 2790. Please do NOT email cancellation requests. You are responsible for any shipping charges incurred if your order ships and a 20% cancellation fee. Please have your order reference number and delivery details to hand.
The following are guidelines. Wherever possible we will respond to your individual circumstances.
If there is a fault with your product within 24 months of delivery (or other defect with your order), we will normally offer a prompt repair, exchange or refund. You will always have the option of an exchange or refund if the fault occurs within 28 days of delivery. In all cases we reserve the right to inspect the product and verify the fault.
To qualify for a refund or exchange the product must be:
- in otherwise "as new" condition; and
- complete with any accessories and free gifts offered with it and, if possible, the original box and packaging.
Please phone Aftersales on 0844 736 2790 (8am to 11pm 7 days a week). If a fault occurs while you are abroad, please contact us after you return to the UK.
This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items the guarantee period is twelve months from delivery.
Any refund due to a fault or other defect will include a refund of the applicable delivery charge. We will also pay for our costs of collecting goods for replacement or refund. Replacement goods are sent by standard delivery only (i.e. premium services are not available).
We, our Group companies and our suppliers own the copyright,trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal,non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.
You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.
These terms and conditions, and all transactions relating to this website and all non-contractual obligations arising from any transaction carried out on this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.
Items sold on this website are intended for normal domestic and consumer use and are not intended for resale or commercial use. We reserve the right to refuse access to this website, to remove or edit content, or to refuse or cancel orders at our discretion. If we cancel an order, it will be without charge to you, and we will reimburse any payment made by you.
Additional terms and conditions may apply for prize competitions, pre-release orders and our added value services and offers. If so, you will be alerted to them at the relevant juncture.
These terms and conditions only cover the CatGenie (UK) Ltd website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control.
CatGenie (UK) Limited, Unit 130, 99 Warwick Streeet, Leamington Spa, CV32 4RB, registered in England No 06775826 , VAT No. 970 7635 92