Terms & Conditions

The following terms and conditions do not affect your statutory rights;

Shopping with gillrugs.com

Complaints Procedure
If in the unlikely event that you have a particular complaint then please click the 'contact us' link on the left hand side and use our on-line response form. Please use the comments box to indicate any details of your complaint. At Gillrugs we welcome any feedback so please use the form to inform us of any services you feel we need to improve. We aknowledge all complaints within 5 working days and will provide you with a likely timescale for resolving the dispute. The customer will be kept informed about progress of any disputes. All complaints will be dealt with in the strictest of confidence. At Gillrugs we believe in providing a complaints procedure which is effective and fair at all times.

How to order
You can order products displayed on this website
(1) by telephoning us
(2) by faxing or posting to us a completed copy of the Gillrugs order form or,
(3) on-line via our secure server.
If you have placed your order on-line, we will quickly send you an e-mail to confirm that we have received your order. If you wish you can print this out so that you have a hard copy of your order details. The fact that you receive an automatic confirmation does not necessarily mean that we will be able to meet your order.

Prices
Our prices are shown on our web site. We try to make sure that the prices on our website are accurate but we will need to validate the price before we process your order. If we are unable to supply a particular item which you have ordered or if the correct price for an item is different from the price on your order, we will notify you as soon as we can after receiving your order. If this happens, you may cancel your order and we will refund you any money that you have paid. If the delivery address for your order is outside the UK, you will need to pay extra postage (TBA). You will be notified of the postage cost before you submit your credit card details. If your delivery address is outside the UK and you order in any other way other than on-line, please contact us for details of the postage cost.

Payment
You can pay by Cheque or Credit/Debit Card. We accept Visa, MasterCard, American Express, Switch, Electron, Solo or Delta but do not take card details online. If you wish to pay by card we will contact you for details or you can fill in the form that we send to you along with a mock coat (mock coats are only made for dog coats). The prices that are displayed on our website are in British Pounds Sterling. Any exchange rates will be determined by your credit card supplier at the time the order is processed.

Delivery
We can deliver goods to virtually anywhere in the world. We aim to deliver goods to destinations in the UK within 14 days of receiving your order in most circumstances. All orders will be received within 30 days. In the unlikely event that we cannot deliver within this timescale you will be contacted and given the option to organise another time for delivery. If an alternative time cannot be agreed upon then you will be offered a refund. We will make every effort to deliver within the time stated on our web site but we will not be liable for any loss caused to you by late delivery. If the original delivery date cannot be met, you will be contacted by Gillrugs and offered the option to cancel your order. We will deliver goods by 1st Class Mail and will not be held responsible for items lost or undelivered. If you would like to be able to track your goods you may have your goods sent by Recorded Delivery for an additional 75p added to your order.

Returns
We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. You can return your order in its original condition to;
Gillrugs Returns
9 Mountview Crescent
St Lawrence Bay
Southminster, Essex
CM0 7NT

within 7 working days of the date on which you receive it. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery. If in the unlikely event of a mistake in measuring your dog leads to a badly fitting coat, please contact us to discuss an exchange. If the exchange coat size is larger than the origianl coat ordered, all you pay for is the difference in size and the return postage of the goods. If the exchange coat is smaller than your original order, all you pay is the return postage. If you return an item to us which is faulty, which you did not order or for any other reason which is our fault, we will also pay you the cost of the return postage. If this happens, please telephone or e-mail us first and we will let you know how you should send the item to us. All refunds will be paid within 30 days of cancellation of order.

Privacy Statement
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice.
We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.
We will give you the chance to refuse any marketing email from us or from another trader in the future.
The type of information we will collect about you includes:
your dog's breed and sex!
your name
address
phone number
email address
credit/debit card details


We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Which? Web Trader Code. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a cookie which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.
If you have any questions/comments about privacy, you should email us at contact@gillrugs.com