Buying From Us

Buying from HugglePets couldn’t be simpler…

You can come directly to our shop and purchase your items from us and take them away or you can place your order online.

Our store opening times are:

Monday to Friday – 8:30 AM to 5 PM

Saturday – 9 AM to 5 PM

Sunday – 10 AM to 2 PM

Our online customer service team are available from 9 AM – 4 PM Monday to Thursday, and 9 AM – 3:30 PM Friday.

They will be able to help you with any questions regarding your order. You may be required to email us your query due to data protection as not all queries can be dealt with over the phone.

You can find our full address at the bottom of any page on our website.

We are happy to deal with any queries and requests in a polite and courteous manner. We politely request all our customers to do the same with us.

Delivery

Any products ordered before 2 PM Monday to Friday will be dispatched the same day (excluding bank and public holidays). Different products are subject to different delivery services and time scales. All this information will be available to select from at the checkout. You will receive an email from us with updates on your order. Please provide a contact mobile number, this may be used by the courier to contact you although this cannot be guaranteed. All items are advertised as in stock. In the event an item goes out of stock we will contact you and either dispatch the item when it is restocked or refund your order in full.

Some areas may require a surcharge for delivery in most cases this will be added automatically at the checkout. On a rare occasion that this is not added, we will contact you regarding this and your options. We reserve the right to cancel a transaction without prejudice if the item cannot be delivered without the surcharge being paid.

Livestock (In-store Only)

All livestock is advertised for collection only. Please call us for stock availability.

The care and condition of our livestock are of the utmost importance to us so therefore if the livestock you have purchased is unavailable at the time of collection you will be offered an alternative or a refund.

Livestock is not eligible for any online offers discounts or voucher codes.

Coldwater and Tropical Fish Guarantee (In-store Only)

Our ‘Fish 24-hour guarantee’ means if we test your water before you buy from us and you have any issues within 24 hours, you can then bring back any deceased fish purchased from us with your receipt, and we will replace them free of charge. Due to the animal welfare act we can’t guarantee the conditions or environment the animal is kept in; therefore, we can only offer a 24-hour guarantee for death and illness.

We are unable to offer that guarantee on any fish sold that do not have their water tested by us prior to purchase as variables in water quality is beyond our control. Even if your current fish are tolerant to your water conditions, new additions may not be.

To be eligible for this guarantee you will need to return the deceased fish and have your receipt so we can examine the cause of death. This is due to the terms of our Pet Shop Licence.

Live Animal Sales (In-store Only)

Due to health and welfare of our animals we are required to ask questions about the conditions and environment that the animal will be kept in. It may mean we ask for an image of your set up to make sure the animal has everything it needs to prosper.

If you do not have the required set up or photographs of your animal environment, we may not be able to release the animal into your care. Please bear in mind that this is for the benefit of the animal.

Please note that having an animal is a serious responsibility. Please carefully consider if the animal/pet is right for your circumstances. Animals are not refundable or returnable. Due to the animal welfare act we can’t guarantee the conditions or environment the animal is kept in; therefore, we can only offer a 24-hour guarantee for death and illness.

Returns

Please note, in-store purchases and online purchases differ in how they are dealt with due to distance selling regulations which only apply to online purchases.

Online Orders

Our online 30-day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition fit for resale in its original undamaged packaging within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact, clothing must have labels attached) and we will issue a full refund for the price you paid for the item.

Please note that we reserve the right to send back items to you that have been returned to us after 30 days. We are unable to exchange items that are not damaged, defective, or incorrect. On items returned that are not faulty you the buyer are responsible for return postage costs.

In-store Purchases

Any products that are bought into store must be returned within 30 days of purchase for a refund. You will be offered store credit to be used for unwanted items. We are unable to offer cash refunds for unwanted items.

We are unable to refund items without a valid receipt. Unwanted products must be fit for resale and cannot be damaged or show signs of use and must be returned in its original packaging with all tags/packaging intact.

Faulty Items Within Warranty

Faulty items can be exchanged with a valid proof of purchase (receipt). Bank statements are not a valid proof of purchase as it does not specify individual items or the exact date of purchase which is required by manufacturers for warranty. Faulty items cannot be refunded as they are covered by the manufacturer’s warranty, and we must return any faulty item to the manufacturer for examination and testing. In the case the item you have purchased is not available as a replacement you will be offered store credit to use.

In a case where a cash refund is eligible (replacement for a product under warranty is not available). You MUST bring the card that you made the purchase on with the receipt, and you will be refunded on that card.

Faulty items out of warranty are not covered by us or the manufacturer.

Missing Items

If your delivery is missing any items from your order, then please report it to us within 24 hours. This is because we need to do a number of things on our end such as stock checks, liaising with couriers, etc. and the earlier this happens, the easier it is to sort out the issue with your order.

You may need to complete a DOR form for the courier. This will need to be sent in a specific amount of time after the order is received. We will contact you to inform you of how soon this needs to be sent.

Refunds For Items Purchased Online

We are unable to refund / exchange items purchased online in store, as we do not have access to the online orders in store. You will be refunded through the website from which you purchased. This includes any online sales channels such as HugglePets.co.uk, eBay, Amazon etc.

Damages

In the unlikely event that an item arrives to you damaged (this is a very rare occurrence, but accidents can happen) please make a note on the delivery drivers notes if you are requested to sign for it. It is important that you contact us within 1 working day of the item being delivered as the couriers require a report of damage within this time. It can also be helpful to us to send us photos of the damage we can forward to the couriers, and this ensures we can help you with your issues as promptly as possible.

All returns should be addressed to:

RETURNS

HugglePets
PGO Building
Cooper Street
Wolverhampton
WV2 2JL

Please either email or send a letter/note with your returned package including a copy of the invoice originally sent for reference (this may have been sent via email) so we can deal with your return in a quick and efficient manner, items returned without this information are left open to lengthy delays.

Terms & Conditions

Full terms and conditions including the returns policy can be found by going to the bottom of the page and clicking on the terms and conditions link.

Wholesale Terms & Conditions

Wholesale terms and conditions vary from standard retail terms and conditions. Please log in to your trade account and check the buying from us tab to clarify trade terms and conditions. If you require assistance with your account, please email trade@hugglepets.co.uk with your query.