PetMonkey provide a standard guarantee (manufacturers guarantee / warranty) on all products and accessories that are non-disposable. The guarantee gives you the security that products are free from production deficiencies (given that the products are not altered or improperly used or damaged). If a product has any shortcomings under the guarantee, PetMonkey will work with the manufacturer to either replace the product, repair the product or offer a partial or full refund (valid only for products within the UK mainland). The choice being at our and the manufacturers discretion. We are unable to offer a guarantee to products that are outside the UK mainland. We are however able to deliver to addresses outside the UK mainland as we appreciate some UK residents are not always living in the UK. Should a product be overseas and require attention it is for the customer to return the product to the UK mainland from where PetMonkey can activate the manufacturers guarantee. Should the customer want the product delivered back overseas it will be at the customers expense. If one of our manufacturers offers extended guarantee / warranty, we will assist all UK mainland customers under the manufacturers scheme. Please note that should the customer leave the UK mainland or purchase the item from outside the UK mainland the guarantee / warranty is no longer valid.
When you place an order before 9pm, Monday to Friday, we aim to process your order for dispatch the following day. Orders placed after 9pm are shipped the following working day, Monday to Friday.
We ship all parcels with UPS. For in stock orders this means, order today, dispatch tomorrow, delivery the next (working day). Any diversions from ordinary timing will be announced directly to you. We at PetMonkey also provide free shipping to your UK mainland address for any order value greater than £50. For other destinations within the EU, please see the delivery options or contact us for more details. If you require any specific delivery instructions for business / office locations or special notifications, please provide specific details to us by e-mail. Occasionally our couriers may fail to deliver if there is no one to receive the parcel our couriers will either leave the parcel at a collection point or try the next working day and then keep the package at their depot for collection. PetMonkey can not take any responsibility for any loss or costs that you might incur as a result of late delivery. We will of course take any action necessary if delays occur in the shipping process. All shipments are traceable and as soon as your package is picked up from us and is on the road or in the air you will receive your unique tracking number for more detailed tracking. The "Hold my order" option exists for customers wanting to checkout and reserve the products for delivery at a later date. Orders can be held for up to 3 months at a charge of £10 for administration and storage.
If your order does go missing with our courier an investigation will commence, possibly involving UPS security and / or the police. Not until the investigation is complete will a replacement be shipped.
Shipping to European Union
Our shipping within the EU may take up to 5 working days to arrive. Please contact us if you require more information.
Shipping outside European Union
We can ship to other locations outside the EU. Please contact us for a quote. Any import taxes are payable by the buyer.
Damage at delivery. When you receive your goods, please ensure that the goods are not damaged. If the package shows signs of being mishandled we advise you not to accept the package from the courier, but to ask them to return to sender. Do contact us directly as it is vital that we know as soon as possible.
Damaged or missing items
When you receive your products from us and have signed for delivery, please ensure that you open and inspect all parts for any damage and completeness. If you should find any items to be damaged or not up to standard make sure you do not use the item(s) and contact us within 48 hours.
PetMonkey show all prices including VAT. Any orders shipped overseas outside of the European Union may be liable for import tax or duty that is the responsibility of the buyer or importer to pay.
Payment and prices
We want to make sure that payments are as secure as possible, whether in our showroom, online or over the phone. We provide a number of payment solutions. For online submission we use secure e-payment facilities provided by top tier merchants and banks. In some instances we may ask for additional verification or proof of identity or address if the bank or merchant requires it. Certain products may be restricted from showing prices online by the manufacturers and we ask for your understanding and to contact us directly for our latest prices.
For prices listed, we reserve the right to change these prices, to correct any pricing errors that may have occurred online or to cancel any order with a pricing error up to the point of physical delivery. In the event of refund, we will refund the payment method used within 14 working days.
A contract between the buyer and us is legally binding at the point the order is physically delivered to the buyer. The order confirmation does not constitute a legally binding contract. The dispatch confirmation does not constitute a legally binding contract. We reserve the right to cancel any order up to the point of physical delivery.
Descriptions and product information
We do not take responsibility for any wrongful product description, features, specifications, images or pricing. Always read the manuals and instructions that are provided with the products for safety and instructions from the manufacturer. We recommend cross referencing the images and details with the manufacturers website if in doubt. Some web browsers display colours differently.
30-day return policy
We offer a 30-day return policy on all non-disposable items. If you are not satisfied with the products you purchased, simply send them back to us (at your own cost and risk) and we will refund you, minus the cost of delivery. Conditions for refunds are:
- Item must be with us within 30 working days of receipt
- We will repay the amount to the payment method used, eg. PayPal, credit, debit card
- Delivery costs to return the item will not be refunded
- The product must be unused and returned in original packaging
- The product and packaging must be in resell-able condition
- We reserve the right to not reimburse for any used goods
- Cancellation and return of special order items and assembled furniture may be subject to a charge for us to re-stock.
- If you do not want to arrange your own return we can do so at a cost of £15 per package (UK mainland only), contact us for a quote if you live outside the UK mainland.
- Items from bundles & packages are non returnable. Bundles & packages must be returned complete.
We take the security of our customers very seriously. No card details are ever stored. In the case of fraud, the proper authorities will be informed and legal action will be taken. We reserve the right to cancel or delay any order where the payment is suspected of being fraudulent.
Other Websites Referenced
Where other websites or external content has been referred to, PetMonkey Ltd accept no liability for the accuracy of that content.
If a product is labelled as a "Warehouse Deal" it is an item that is like new but not in perfect condition. The same service level and warranty still apply.