Sale & Returns Policy
1. Refund Policy
1.1 Got 2 Have It 4 Paws is committed to giving you the best possible products, prices and service. Should any product purchased be found to be faulty, damaged in transit, or differing from the description given at the Got 2 Have It 4 Paws website then we will be pleased to arrange to either refund or replace the product at the discretion of the customer. All returns must be notified in writing to Got 2 Have It 4 Paws within 14 days of delivery of the product.
1.2 In the event of a customer purchasing an item from Got 2 Have It 4 Paws mistakenly, we will replace or refund the item provided that the original item is returned unused and in saleable condition. In cases where the customer is either unable or unwilling to arrange return carriage after mistakenly purchasing a product, Got 2 Have It 4 Paws reserves the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer. In cases where an entire order is returned, we reserve the right to retain the cost of the outward carriage.
This does not affect your statutory rights as a consumer.
1.3 To arrange to return a product or for further information about returns or refunds please e-mail us at [email protected] or telephone us at 0121 218 0492 Monday to Friday 9.00 am to 5.00 pm.
2. Cooling Off Period
2.1 Right to Cancel - "Cooling Off Period" You have the right to change your mind and cancel an order within 7 working days of receiving the order. This is known as a "Cooling Off Period". If you wish to cancel within the 7 working days you must inform Got 2 Have It 4 Paws by email or telephone. Please write to [email protected] . However, please note that we try to despatch within 24 hours of receiving your Order, so we would be grateful if you could let us know as quickly as possible if you change your mind!
3.1 Got 2 Have It 4 Paws is committed to maintaining high standards of customer service including the quality of our pet treats & supplements to the highest standards possible, approved by DEFRA and according to the EC regulations on the production of pet food, our sales administration, and the handling of any customer concerns or complaints.
3.2 To make a complaint (whether about a product purchased, our service, or any other matter) please e-mail us at got.[email protected] telephone us on 0121 218 0492, or write to Got 2 Have It 4 Paws, 17 Kenswick Drive, Halesowen, West Midlands. B63 4QZ
3.3 Got 2 Have It 4 Paws promises to handle any complaint effectively in a prompt, courteous and fair way and make every reasonable attempt to rectify the problem to the complainants’ satisfaction and to use what we have learned to cut the likelihood of recurrence.
3.4 When a complaint is lodged a complaint number will be issued if the problem cannot be resolved within the same working day. This number will then be quoted in all correspondence then until the complaint is resolved.
3.5 We promise to acknowledge your complaint within 2 working days of receiving the telephone or email complaint. We aim to resolve all product complaints within 5 working days.
4. Privacy And Security
4.1 When registering with Got 2 Have It 4 Paws, we ask for your e-mail address. This allows us to efficiently communicate with you to tell you of special offers or new services on the site. We will not make your e-mail address details known to any third-party. It is clearly not in our interests to irritate you with irrelevant e-mail communication, so be assured that we will limit the volume of e-mail traffic you receive from us. Should you wish to contact Got 2 Have It 4 Paws regarding any aspects of privacy, please send an e-mail to [email protected].
4.2 Got 2 Have It 4 Paws uses the PayPal & Worldpay payment systems to handle all online payments. PayPal & Worldpay have been audited and approved by Visa and MasterCard and are an accredited provider of major UK banks. All systems use high levels of encryption to transfer sensitive information.
4.3 PayPal & worldpay have private lines into the banks to ensure all information is completely secure.
4.4 We do not store any credit card details or other sensitive information at Got 2 Have It 4 Paws. All transactions are processed by PayPal or Worldpay, who use bank approved software and the highest level of encryption to ensure that your credit card details are kept secure at all times.
5. Damage or Order Shortage
5.1 Each order is checked & securely packed to ensure that your order arrives in perfect condition. If your parcel is damaged in transit or an error has occurred please notify Got 2 Have It 4 Paws within 48 hours of receiving your parcel so that we can investigate further & rectify the situation to your satisfaction.