Our website is available to take orders 24 hours a day, 7 days a week, however the processing and dispatch of orders is from 9.00am to 5.00pm Monday to Friday.
Please note that until we have confirmed the order to you no offer of sale is made. In the event that we decline to process your order we will contact you by e-mail to say so.
Shipping & Handling
Orders received before 1pm will be despatched same day for in stock items, all other items will be despatched within 3 working days. For outlying areas of the UK a surcharge may be applicable, we will contact you if this applies.
PLEASE NOTE THAT WE MAINLY DELIVER TO UK and IRISH ADDRESSES
Delivery We aim to deliver your order as soon as possible, and are very efficient at despatching on time. You will almost certainly receive your order within 5 days (even taking weekends and bank holidays into account). However, we cannot be held accountable for things that are outside our control, such as postal strikes or exact timing of delivery. We are generally able to fulfil international orders, which are usually received within 15 days, but please contact for details/surcharge rates.
Non Arrival/Incomplete Package
In the unlikely event that not all the components of a kit are received by you, you must let us know within 10 days of the order dispatch. We cannot accept claims for additional items after that time.
You will be contacted should there be a problem with stock. If you place your order outside of order processing hours, you will be contacted on the next order processing working day.
Value Added Tax
The current rate of VAT is included in the price.
Credit Card Security
We accept credit cards through the sage pay secure payment gateway. All credit card numbers and personal information are encrypted, and are handled only by sage pay. Farewell My Pet does not handle or even have access to your credit card information for orders placed via this website.
If you have a complaint please contact us on 01440 709040, our response time will be less than 5 hours during normal working hours.
Full Terms & Conditions
Our Terms and Conditions comply with UK legislation, including the Distance Selling Regulations and are designed to ensure that all our customers can shop easily and with confidence. As such, any disputes shall be adjudicated according to the laws of England and Wales.
We maintain that, by confirming your order, you unreservedly accept our conditions of sale, having read them. All statements, guarantees or warranties in our terms of trading are additional to your statutory rights.
You have the right to cancel your order with us, in accordance with Consumer Protection (Distance Selling) Regulations 2000.
The period in which you can exercise that right is 7 working days beginning the day after your goods are received. The unused goods must be returned, at the customers expense, within the 7 days of the notice to cancel. We will inspect the goods prior to replacement or refund.
For personalised orders that are cancelled or returned, we reserve the right to charge for the expense of the personalised components and labour (and postage if dispatched).
Goods Damaged in Transit
In the unlikely event your order is damaged in transit please contact us immediately on 01440 709040. Please retain the original packaging for returning your order. We will arrange for a prompt replacement or refund, whichever is your preference.
If there is an obvious defect and/or under the manufacturers recommendation it needs to be returned, please notify us and return the goods within the 28 days of receipt.
Within 28 days of purchase, if your goods are faulty we will offer a prompt replacement. This does not apply to faults caused by accident, neglect or misuse. We must be notified of the fault within 28 days of purchase and proof of purchase MUST be provided.
If you return your goods UNOPENED AND IN THEIR ORIGINAL CONDITION within 10 days from purchase, we will exchange them or refund your money.
We will not refund or exchange an item when a product has been specially ordered for you.
We reserve the right to deem the goods second-hand and make you an appropriate offer should any items not be returned in their entirety or in an AS NEW condition. Any refund made will be subject to a minimum 5%/£ 5.00 (whichever is the greater) re-stocking fee.
Please package any returned items carefully and return them, for your own protection, via a recorded and insured method of carriage. Royal Mail Special/Recorded Delivery is recommended. The cost of returned items is the responsibility of the customer unless the goods are found to be faulty or delivered to you in error. A maximum of £18.00 can be credited towards any delivery costs incurred. It is your responsibility to check your consignment, if any incorrect goods are supplied you must notify us within 48 hours of delivery. After this period mistakes cannot be rectified.
Availability of Goods
While all care is taken to ensure appropriate stock levels, all products and services are subject to availability and may be withdrawn at anytime without prior notice. If we do not supply the goods for any reason you will be notified and no charge will be taken.
Farewell My Pet will not be responsible for compensating you for any losses you may suffer if goods are not supplied, deemed faulty, damaged in transit or not of a kind foreseeable by the supplier.
Should you require a duplicate invoice, there is an additional administration fee of £20.00. Duplicates will only be despatched after payment has been received.
Farewell My Pet agrees to supply and you agree to purchase goods subject to these terms and conditions, which shall supercede any terms and conditions on any purchase order or document that you submit to Farewell My Pet. These terms and conditions supercede and take precedence over any previous terms and conditions. All goods remain the property of Farewell My Pet until full and final payment has been received. These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales and each party agrees to submit to the exclusive jurisdiction of the courts of England and Wales
Your statutory rights as a consumer are not affected.
Please note that we practice a policy of continual review and reserve the right to change the above terms and conditions at any time without notice.