Terms & Conditions

We have a 30-day returns policy, which means there are 30 days after receiving your item to request a return.  The received or delivery date shall be decided by your tracking information.

To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags in situ, and in its original packaging.
 
Please ensure you have your online order number to hand.

To start a return, please email us at sales@animalparadisepetshop.com.
 
All returns must be paid for at the cost to the buyer, this is non-refundable, unless received damaged or the item is defective, see Damages and Issues below).

All returns must be approved first by email, once approved we’ll send you a returns shipping number to be placed inside your parcel, as well as full instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please contact us with any questions about your return at  sales@animalparadisepetshop.com.

Cancellations
Orders must be cancelled before dispatch.
To cancel an order please contact as soon as possible at sales@animalparadisepetshopcom.  If an item has been dispatched we are unable to cancel the order and the customer would need to return the item at their own cost  for a refund or an exchange on the product only, exchanges will incur a new delivery fee.

Damages and Issues
Please inspect your order upon its arrival, and email us within 48 hours of receipt if the item is defective, damaged, or if an incorrect item has been sent, so that we may evaluate the issue and make it right.  The received or delivery date shall be decided by your tracking information.
Please do not attempt to repair any faulty items, this will void any way of us being able to prove the defect existed; please contact us first.
When emailing us please ensure to include your full name, order number and photos of the items condition or the item you received incorrectly, including packaging and shipping label.  Without this evidence, we are unable to resolve the issue. We follow the guidelines of the couriers as per their terms and conditions. Once evidence is provided we investigate on a case by case basis as each situation is unique. If an item is clearly damaged when taking delivery please mark the couriers delivery as “item damaged”. Some couriers refuse any claim of damage if the goods are signed for in good condition.
It is recommended customers return items with a tracked and insured courier service as we cannot be held accountable for lost or damaged goods in transit and therefore will not be able to refund.

Our email address for issues is sales@animalparadisepetshop.com.

All returns must be approved first by email, once approved we’ll send you a returns shipping number, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Certain types of items cannot be returned, like perishable goods (such as food) and custom products (such as special orders or personalised items).
 
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We do not accept returns on sale items or gift cards.
 
Out of Stock Products
We do our best to keep all items that are advertised as  available on our website in stock (our website will show if an item is out of stock when it is selected, therefore not allowing it to be added to your basket). On rare occasions, items may become unavailable due to a variety of reasons including – damaged stock – inventory errors – technical faults. If this is the case we will contact you and offer a replacement or a refund for all or part of your order.  You may also choose to be notified when the item is back in stock, by filling in the back in stock notification request on each item's page.

Exchanges
The fastest way to ensure you receive the item you would like is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
Once we receive your return, we will inspect the item to ensure it has been returned in its unused and original condition, we will then refund the full order amount minus the original shipping costs, unless the item was received faulty, damaged or an incorrect item was sent, your full order amount plus original shipping costs will be refunded.
 
We will notify you once we have received and inspected your return.  Once approved for refund, you will be automatically refunded via your original payment method within 5-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we have approved your return, please email us at sales@animalparadisepetshop.com quoting your full name and order number.

Please note returns will need to be sent to Animal Paradise Pet Shop at the following address: 17 Larkfield, Corringham, Stanford-le-Hope, Essex SS17 9EA United Kingdom

Our Returns Policy does not affect your statutory rights.


 

What type of information do you collect?
We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.

How do you collect information?
When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.

Why do you collect such personal information?
We collect such Non-personal and Personal Information for the following purposes:
1.    To provide and operate the Services;
2.    To provide our Users with ongoing customer assistance and technical support;
3.    To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
4.    To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
5.    To comply with any applicable laws and regulations.

How do you store, use, share and disclose your site visitors' personal information?
Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.  
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

How do you communicate with your site visitors?
We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.

How do you use cookies and other tracking tools?
https://allaboutcookies.org/
The following links explain how to access cookie settings in various browsers:
•    Cookie settings in Firefox
•    Cookie settings in Internet Explorer
•    Cookie settings in Google Chrome
•    Cookie settings in Safari (OS X)
•    Cookie settings in Safari (iOS)
•    Cookie settings in Android
 
To opt out of being tracked by Google Analytics across all websites, visit this link: http://tools.google.com/dlpage/gaoptout.


 

1. E-Gift Card Expiry: The e-gift card is valid for 24 months from the date of purchase. Any remaining balance will be forfeited after the expiry date.
 
2. Redemption: The e-gift card can be used for purchases on our website, www.animalparadisepetshop.com, and cannot be redeemed for cash or credit.
 
3. Single Use Only: The e-gift card is for single-use only, and any unused balance will not be refunded or carried forward.
 
4. Non-Transferable: The e-gift card is non-transferable, and its resale or exchange for value is strictly prohibited.
 
5. No Combination with Offers: The e-gift card cannot be combined with any other promotions, discounts, or offers.
 
6. Non-Refundable: E-Gift cards are non-refundable and non-replaceable if lost or stolen.
 
7. No Cash Value: The e-gift card holds no cash value and cannot be exchanged for cash or cash equivalents.
 
8. Restrictions: Animal Paradise Pet Shop reserves the right to cancel or refuse any e-gift card deemed fraudulent or in violation of these terms.
 
9. Policy Changes: The terms and conditions are subject to change at the discretion of Animal Paradise Pet Shop without prior notice.
 
For any further inquiries or assistance, please contact our customer support at sales@animalparadisepetshop.com.


 

These Terms and Conditions ("Terms") apply to the use of store credit issued by Animal Paradise Pet Shop ("Company"), a trading name of Animal Paradise Limited. By using store credit, you agree to adhere to these Terms.

1. Store Credit Validity:
Store credit is valid for a period of 12 months from the date of issue. Any unused credit after this period will expire and become void.

2. Issuance and Redemption:
Store credit is issued at the discretion of Animal Paradise Pet Shop and can be redeemed towards the purchase of products and services offered by the Company.

3. Non-Transferable:
Store credit is non-transferable and can only be used by the recipient to whom it was issued. Credits cannot be sold, exchanged, or transferred to another individual or account.

4. Combination with Other Offers:
Store credit may be used in combination with other promotions, discounts, or offers, as determined by Animal Paradise Pet Shop.

5. No Cash Value:
Store credit holds no cash value and cannot be exchanged for cash, refunds, or any form of monetary compensation.

6. Expiration:
It is the responsibility of the recipient to use store credit within the 12-month validity period. Animal Paradise Pet Shop is not liable for any expired or unused store credit.

7. Usage Limitations:
Store credit cannot be used to purchase gift cards or applied retroactively to past purchases. It is intended solely for use towards future transactions.

8. Lost or Stolen Credits:
Animal Paradise Pet Shop is not responsible for lost, stolen, or misplaced store credits. Customers should treat store credits with the same care as they would cash.

9. Termination or Modification:
Animal Paradise Pet Shop reserves the right to modify or terminate the store credit program, including these Terms, at any time without prior notice.

10. Governing Law:
These Terms are governed by the laws of the United Kingdom.
By using store credit, you acknowledge and agree to the above Terms and Conditions. If you have any questions or concerns, please contact our customer support.


 

Animal Paradise Limited trading as Animal Paradise Pet Shop values transparency and constructive feedback.
However, we reserve the right to take appropriate action against any individual who engages in the submission of false or defamatory statements, whether written or spoken, that harm our business reputation.
Under the laws of England, United Kingdom, such actions may constitute defamation.
We take defamation seriously and will not hesitate to pursue legal remedies available to protect our reputation and business integrity.
We encourage our customers to provide truthful and fair feedback and we will address any legitimate concerns promptly and professionally.
If you have any questions or concerns regarding our approach to feedback and defamation, please contact our customer support for further clarification.

 

UK delivery only.

All orders are usually dispatched within 3 business day after receiving your order confirmation email, Monday to Friday (excluding Bank Holidays and Public Holidays).  You will receive another email notification when your order has been shipped.

Once your item has been shipped, we are not able to cancel your order nor are we liable for any delays caused by reasons outside of our control, including but not limited to, postal strikes, train strikes etc.

Postal Strikes
Please expect delays to the delivery of your items. During strike affected periods, choosing Express Shipping at checkout will ensure your delivery is dispatched by Courier and not Royal Mail. You can read more information about the strikes on the Royal Mail website.

Domestic Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout.  Please note the deliveries times will start after you receive your dispatch confirmation email.

Express delivery is available on eligible items, see below for further information.  Delivery charges can vary for heavy or bulky parcels depending on geographical locations. Please contact us before placing your order.  Some areas may require a surcharge for delivery in the majority of cases this will be added automatically at the checkout. On a rare occasion, this is not added we will contact you regarding this and inform you of your options. We reserve the right to cancel a transaction without prejudice if the item cannot be delivered without the surcharge being paid.

Standard Shipping Options
Estimated Delivery Time is 3 to 5 Business Days.
 
Letter is £0.99
Large Letter is £1.99
Small Parcel 2kg is £3.49
Medium Parcel 2kg is £5.99
Medium Parcel 10kg is £6.99
Medium Parcel 20kg is £11.99
Large Parcel 2kg is £7.99
Large Parcel 10kg is £9.99
Large Parcel 20kg is £14.99
 
Express Shipping Options for Letters & Standard Parcels*
1 to 2 business days is £7.99
Next business day 1pm is £14.99
Next business day 9am is £24.99
Saturday Delivery is £29.99

Express Shipping Options for Large Parcels*
1 to 2 business days is £14.99
Next business day 1pm is £24.99
Next business day 9am is £29.99
Saturday Delivery is £34.99

*Certain post codes in Scotland, Northern Ireland, Isle of Man, Isle of Wight and the Channel Islands incur a slightly higher delivery charge for Express Shipping. These postcodes are listed below:

•    AB10-AB16, AB21-AB25, AB30-38, AB41-45, AB51-56
•    BT
•    DD1-DD11
•    DG3-DG9, DG12-DG14
•    FK17-FK21
•    G63, G83-G84
•    GY1-GY10
•    HS
•    IM
•    IV1-IV63
•    JE
•    KA18-KA30
•    KY13-KY16
•    KW1-17
•    LL35-LL48, LL51-LL55
•    ML11-ML12
•    PA16-PA49, PA60-80
•    PH1-PH50
•    PO30-41
•    TD7-9
•    TR21-25
•    ZE1-3
 
Local delivery
Free local delivery is available for customers living within the SS17 postal code.  A small fee of £2.00 is charged for local deliveries to postal codes SS14,15, &16.  And £4.99 for most RM postal codes.

Please contact us first so we may approve your delivery and adjust your delivery charge accordingly.

Deliveries are made between 8am to 8pm Monday to Friday.  Delivery time and day will be agreed at the time of order.  We will contact you via text message using the phone number you provided on the agreed day of your delivery to notify you of our arrival.  If you are not going to be home or need to change your delivery date and time, please contact us as soon as possible to arrange a new delivery day.  Any deliveries we make where your item cannot be handed over at your property will still incur our delivery charge; this is non-refundable.  Re-deliveries will incur a new delivery charge, unless you have contacted us & we have agreed to cancel or reschedule your delivery.

Quality Control
All of the items we dispatch are quality checked for issues or damages at the time of packing; we do not knowingly send out damaged/defected items and always do our best to ensure we send out items that are in perfect working order and are fit the purpose they were intended for.

In-store pickup
We do not currently offer this service.

How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number which you may use to check the status of your delivery. Please allow 48 hours for Royal Mail’s Track & Trace website to update with your tracking details for standard deliveries.
If you haven’t received your order within 5 days of receiving your shipping confirmation email (standard shipping), please contact us at sales@animalparadisepetshop.com with your name and order number, and we will look into it for you.

For Express Delivery options, please contact us as soon as possible after the delivery time/date has expired.

We use Royal Mail for our every-day deliveries, however, there may be times when we use other carriers.  We will confirm which carrier we used when we dispatch your item.
 
You may track your parcels progress via our carriers tracking websites below:
 
Royal Mail
https://www.royalmail.com/track-your-item#/
Parcel Force
https://www.parcelforce.com/TRACK-TRACE
DHL Parcel UK
https://track.dhlparcel.co.uk/
DPD Local
https://www.dpdlocal-online.co.uk/tracking
UPS
https://www.ups.com/track?loc=en_GB&requester=ST/
 
Shipping to P.O. boxes
We do not currently offer this service.

If you have any further questions, please do not hesitate to contact us at sales@animalparadisepetshop.com


 

This website is operated by ANIMAL PARADISE LIMITED. The privacy of our users is extremely important to us and therefore we encourage all users to read this policy very carefully because it contains important information regarding:
•    who we are;
•    how and why we collect, store, use and share personal information;
•    your rights in relation to your personal information; and
•    how to contact us and supervisory authorities in the event that you have a complaint.
Who we are
ANIMAL PARADISE LIMITED ('we', 'us', 'our') collect, use and are responsible for storing certain personal information about you ('you', 'your', 'yours').

The personal information we collect and use
Personal information is information which you can be identified from (and does not include any anonymised forms of information).
1. Types of personal information
We may process the following types of personal information in relation to you:
Contact details such as: full names, postal addresses, email addresses, phone numbers (mobiles and landlines), payment methods

How your personal information is collected
This section describes how the above types of personal information are collected by us. Your personal information will be collected as follows:
1. Personal information obtained from you directly
We will sometimes obtain information from you directly, including when you:
Subscribe to our newsletter, purchase a product, create a user profile, contact us using the ‘contact us’ chat service
2. Personal information obtained by use of cookies or other automated means
We will sometimes obtain information via automated technology. This shall be by use of cookies and other similar technology. A cookie is a small text file which is placed onto your computer or electronic device when you access our website. Similar technologies include web beacons, action tags, local shared objects ('flash cookies') and single-pixel gifs. Such technologies can be used to track users' actions and activities, and to store information about them. Usually this will be in order to monitor and obtain information regarding:
How many times a user visits our website, which pages a user visits, traffic data, location data
On the first occasion that you use our site we will ask whether you consent to our use of cookies and/or other similar processing technologies. If you do not consent, such technologies will not be used. Thereafter you can opt-out of using cookies at any time or you can set your browser not to accept cookies. However, some of our website features may not function as a result.
For further information on our use of cookies and other similar technologies, please see our policy document as described below.
3. Additional sources
We shall collect personal information in relation to you from the following sources:
From our specialist mobile phone application; through your device ID on any personal devices; through social media sign ons; through location technology
4. Changes to the way in which we collect your personal information
In the event that we need to obtain personal information in relation to you from any other source than those described above, we shall notify you of this.

How we use your personal information
1. General purposes
In general, your personal information will generally be processed for the following purposes:
To enter into a contract for the sale of goods to you, to manage our business and website, to provide marketing to you, to provide discounts, sale items and promotional codes to you and to update you with your rewards in respect of our Loyalty Program ‘Pawwfect Rewards’
2. Monitoring
We may monitor communications, and in doing so we may obtain your personal information through this process. We will undertake monitoring in the following circumstances:
All calls and emails will be monitored for quality assurance; training; fraud prevention and compliance.
3. Use of your information for marketing purposes
We have described above that one of the general purposes for which your data shall be processed is for our marketing purposes.
We wish to make you aware that you have the right to object or to opt-out of any direct marketing by:
Unsubscribing using the link contained on all emails; unsubscribe via our website or contact us on the email sales@animalparadisepetshop.com

Lawful basis for processing of your personal information
We have described above the purposes for which we may process your personal information. These purposes will at all times be justified by UK data protection law.
1. General lawful bases
The lawful basis upon which we are able to process your personal data are:
(1) where we have your consent to use your data for a specific purpose;
(2) where it is necessary to enter into a legal contract with you or to perform obligations under a legal contract with you;
(3) where it is necessary to enable us to comply with a legal obligation;
(4) where it is necessary to ensure our own legitimate interests or the legitimate interests of a third party (provided that your own interests and rights do not override those interests). Wherever we rely upon this basis, details of the legitimate interests concerned shall be provided to you;
(5) where we need to protect your own vital interests (or the vital interests of another person); and/or
(6) where it is needed in the public interest (or where we are acting in our official functions), provided that the task or function has a clear basis in law.
In general, in order to meet the purposes we have described above, we will process your personal information where it is necessary to enter into a contract with you or in order to carry out a legal contract.
2. Lawful bases specifically applicable to marketing
We will only ever use your personal information to send you marketing directly where we have your explicit consent (which will be obtained in a format separately to this policy).

Sharing of your personal information
On any occasion where any of your personal information is shared with any third party, we shall only permit them to process such information for our required purposes, under our specific instruction, and not for their own purposes. We are required to enter into a formal legal agreement to enable such sharing to take place.
We do not anticipate that we will need to share your personal information with any third party. We will notify should this position change.

Necessity of information
Where information is requested from you and you do not provide this:
It may prevent you from using certain features of our website and/or receiving products.
We will inform you at the point of collecting information from you, whether you are required to provide the information to us.

How long your personal information will be kept
Your personal information will only be kept for the period of time which is necessary for us to fulfil the above purposes.
We envisage that your personal information shall be retained by us for the following:
the period for which personal
data is stored is 3 years or for no longer than necessary for the task performed, personal data will be anonymised when it is no longer needed, so it can be used for statistical purposes & historic research.
After the period described above, your information shall be properly deleted or anonymised.

Keeping your information secure
We will ensure the proper safety and security of your personal information and have measures in place to do so. We will also use technological and organisation measures to keep your information secure. These measures are as follows:
User account access is controlled by a unique username and password; all data is stored on secure servers behind a firewall; payment details are encrypted using TLS.
We are ISO 27001 certified. This certification assists us in ensuring the safety of your personal information.
We have proper procedures in place to deal with any data security breach, which shall be reported and dealt with in accordance with data protection laws and regulations. You shall also be notified of any suspected data breach concerning your personal information.

Use of your information outside of the United Kingdom
We have described above the purposes and lawful bases for which we process your personal information. In order to meet those needs, we may transfer your personal information outside of the United Kingdom.
Your personal information may be transferred to:
Europe, Israel, US and other countries worldwide if necessary
The recipient country or countries listed above have been deemed by the United Kingdom to have adequate protection in place so that the security of your personal information can be maintained.

Children
Our website is not intended for children (anybody under the age of 18). We do not intend to collect data from children.

Your rights
Under the UK General Data Protection Regulation you have a number of important rights free of charge. In summary, those include rights to:
(1) fair processing of information and transparency over how we use your use personal information;
(2) access to your personal information and to certain other supplementary information that this Privacy Statement is already designed to address;
(3) require us to correct any mistakes in your information which we hold;
(4) require the erasure of personal information concerning you in certain situations;
(5) receive the personal information concerning you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit this information to a third party in certain situations;
(6) object at any time to processing of personal information concerning you for direct marketing;
(7) object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you;
(8) object in certain other situations to our continued processing of your personal information, or ask us to suspend the processing procedure in order for you confirm its assurance or our reasoning for processing it;
(9) object to processing your personal information where we are doing so in reliance upon a legitimate interest of our own or of a third party and where you wish to raise to an objection to this particular ground;
(10) otherwise restrict our processing of your personal information in certain circumstances;
(11) claim compensation for damages caused by our breach of any data protection laws; and/or
(12) in any circumstance where we rely upon your consent for processing personal information, you may withdraw this consent at any time.
For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner's Office (ICO) on your rights under the General Data Protection Regulations.
If you would like to exercise any of these rights please contact our Data Protection Officer: LISA ALBERT. in the following manner:
Via the contact form on our website at www.animalparadisepetshop.com/contact; via our live chat or by via email to sales@animalparadisepetshop.com

Your Requirements
If you would like this policy in another format (for example: audio, large print, braille) please contact us using the details below.

Complaints procedure
We hope that we can resolve any query or concern you raise about our use of your information.
The UK General Data Protection Regulation also gives you right to lodge a complaint with the supervisory authority. The supervisory authority in the United Kingdom is the Information Commissioner.

Changes to the privacy policy
This privacy policy was published on 14th November 2019 and last updated on 15th September 2022.
We may change this privacy policy from time to time and will notify you of any changes by:
By email if you have opted in to receive emails; by a notice on the website header; by a notice in the news section of our website

Contacting us
Our Data Protection Officer is MS ALBERT.
Any requests or questions regarding the use of your personal information should be made to the above-named person using the following method:
Via the contact form on our website at www.animalparadisepetshop.com/contact; via our live chat or by via email to sales@animalparadisepetshop.com

Sources of further Information
This policy provides key information to you regarding the processed of your information. For certain areas of our information processing, we have further comprehensive details contained in other documentation. This information can be located as follows:
•    Our policy regarding the use of cookies and other similar technologies entitled PRIVACY POLICY can be located on our Policies page:
https://www.animalparadisepetshop.com/services-3
•    In addition, the following information should be noted:
As per the above description of our purpose and information sharing, we will use google maps as part of our service. Google maps operate under the following terms: www.google.com/terms


 

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