Terms and Conditions
Placing your order
To place an order simply browse our store and add any items that you wish to purchase into the shopping basket. Once you have finished your selection, click on the checkout button and you will be asked to enter a few personal details that are needed to to complete the order.
Please make sure that the item you are purchasing is suitable for your needs, if you are not sure please call us on our free phone number to check suitability : 0800 699 0339
Hoof and Hound Pet Supplies accept credit card and Paypal payments. We do not accept American express
Once your payment is confirmed your parcel will be picked and packed and is normally shipped next working day with our courier. You should receive your parcel within 2-4 working days but please allow up to 28 days for special orders or items that are out of stock. If any of your items are out of stock you will be contacted and offered and alternative product or you will be giving the option to cancel. If you are happy with the alternative product the parcel will be posted as normal, if however you wish to wait for your original item then your goods will be placed on a back order and the whole parcel will be sent as soon as the item comes into stock.
Once you receive your items please check that everything is there and that there are no damages. If you decided that you no longer require the item or you have simply changed your mind you have 14 days in which to contact us and let us know, please call us on 0800 699 0339 and we will tell you how to return the items to us.
you will be responsible for all the return P&P costs.
Damaged items & faulty items:
Items that are damaged may be returned if neccessary, we will require proof of damages via photo image, please let us know straight away about any damaged goods and email any photos to firstname.lastname@example.org
It you find that the goods may be faulty then you can return them to us via your own means and expense once they are returned to us they will be inspected and if the goods are deemed to be faulty we will credit you for the return postage and credit or replace the faulty item.
Please call us for further details on how to return items 0800 699 0339
All returns to Hoof & Hound Pet Supplies Ltd should be made within 30 days of receipt of goods and must be returned in the original undamaged packaging and unused condition.
If any tamper proof lids or sills have been broken then a refund will not be given. Proof of return post must be obtained, you are responsible for the return postage costs unless the item was damaged (please provide pictures of any damage) or a mistake has been made with your order.
customers should be aware that the cost of returning bulky / heavy products can be costly. If you are purchasing an item/s it is your right to examine the product/s and if you decided to return it / them to us for what ever reason you should let us know by email as soon as possible the item should be returned to us within 30 days of receipt of your goods. You will be fully responsible for the return costs of these heavy / bulky items which could incur charges in excess of £15.95 plus VAT per parcel.
To return an item to us:
If you wish to return an item, please inform us by calling our local rate number on: 0800 699 0339
Please package the parcel securely and send it to the address below, enclosing your details and the reason for the return (we recommend that you use a recorded-delivery service for item returns).
Alternatively we can arrange for the item/s to be collected via our own courier service the charge for this is £10.95 per 25kg parcel. You are advised to retain the original packaging in the event of you returning an order.
Hoof and Hound Pet Supplies reserves the right to deduct from the refund any charges necessary for the repair or cleaning of any goods that are returned to us in an unsalable condition.
Hoof and Hound Pet Supplies shall be entitled to recover all costs, loss, charges, and expenses incurred in connection with goods returned not saleable as new.
Any items that have been ordered in error can be returned unopened within 30 days of receipt to:
You will need to pay all P&P costs, Hoof & Hound Pet Supplies Ltd will then offer an exchange product or a re-fund for the item excluding any P&P costs. If you receive an item in error and this was a mistake made by Hoof & Hound Pet Supplies please return the item to us unopened within 30 days of receipt and we will then exchange the item and pay all P&P costs. Proof of return post must be obtained.
Secure online payments
Hoof & Hound Pet Supplies use a secure payment processor to process all online payments, this is a secure service and you can be confident that your personal details are not seen by others.
Hoof & Hound Pet Supplies never shares your information with third parties or other companies. Hoof and Hound Pet Supplies Ltd have no access to your credit card details, the only information we see is your name and address these details are only ever used for posting your product to you.
If you would like to speak to us you can phone on: 0800 699 0339
Monday to Friday 10.00am to 4.00pm
or email us at email@example.com