18. Returns and exchange policy
i: We offer a full money-back guarantee on our products. We will exchange or replace parts on all our goods and products should they be found to be defective or faulty, We offer this replacement service at no cost to you. If we can not replace or repair the damaged goods we will offer a full refund-via our payment provider,once the damaged item has been returned.
ii: If the item is found to be different to those order,the item must be returned to us before the correct item is dispatched, we will advise you on what postal method to use and where to send it. We will refund your postal costs to the value of the service we have advised. We apologias for any inconvenience this may cause to you, but we are only humane and mistakes do sometimes occur.
iii: All refunds will be made via our payment provider once any non-refundable charges have been calculated. This guarantee does not affect your statutory rights.

19. Faulty products
We check each item before it is dispatched. If any product should be found to be faulty or is damaged in transit, please inform us within 5 working days of the receipt date and we will be happy to exchange or replace the damaged parts  for you as quickly as possible or offer you a refund or credit. ( subject to term 13 point two & three). We will ask you to e-mail us a photo of the damaged item. You must return the faulty items to us within a 7 day time frame and we will refund the agreed postage costs, alternatively we will arrange for collection by our courier at no cost to you. The replacement will not be sent out until the original item is returned.i:  There will be one  free collection attempt on a day agreed with both parties. If the collection attempt fails because the customers is un-available, any further collection will be charged for and deducted from any refund. With a maximum of two attempts. All refunds will be made via our payment provider.
This does not affect your statutory rights

20. Your right to cancel or change your mind
i. By law, under the Distance Selling Regulations, customers within the European Union have the right to a ‘cooling off period’ from receipt of the goods during which you are entitled to cancel your order. If you have changed your mind, no longer require the products and choose to cancel your order, must inform us, in writing by letter, fax or email, within 7 days from receipt of goods. Orders outside of the 7 day ‘cooling off’ period cannot be cancelled. You must return the items within 14 days of receipt of goods. All refunds will be made via our payment provider once any non-refundable charges have been calculated.
ii. It is your responsibility to bear the cost of the return courier, postage and packing. We will not pay the costs of returning an unwanted item to us or directly to the manufacturer. These need to be returned within 7 days from receipt. Once items have been received and checked, the cost of the items will be refunded to you, but you will not be entitled to a refund of the  sur-charge if paid by credit card or the delivery or postage and packing costs, this may be greater than the amount you have paid, the actual costs will be deducted  from the refund and you will also incur a minimum of a 20% admin and restocking charge.
iii. You must take care of goods whilst they are in your possession and, if you are returning them, you should take reasonable care to ensure that we receive them and that they are not damaged in transit. If the goods are not adequately packaged, are incorrectly addressed or do not carry the correct postage, and become damaged as a result, we may not be able to refund you.
iv. Any goods must be returned as new, unused and unopened in their original packaging and in re-saleable condition, with any packaging seals unbroken. These need to be returned within 7 days from receipt.  If this is not the case, and i have agreed to refund you, then  an additional 25% -of the purchase price will be deducted. If using royal mail we recommend that you obtain proof of posting, as we will not be liable for any losses or damage. If being collected by courier please ensure that the goods are signed for.
v. Refunds, less the delivery charges, packaging costs and Admin charge, will be made as soon as the items have been returned, examined and found to be exactly as dispatched and of a re-saleable quality. We advise that you insure the packages against loss or damage whilst in transit back to us or the manufacturer.
vi. We can arrange for the courier to collect the items and you need to make them available for collection. We will charge you for the cost of collecting the goods, which must be paid in advance, unless the goods were faulty in the first place.
vii. This right to cancel does not apply to the following:

• Goods made to your personal requirements or specifications or personalised goods (e.g. specially made rabbit accommodation
or hutch covers that have been wrongly ordered).
• Indoor cages that are ordered and then found to be to large for the area you intended to place it. The size of these cages are clearly displayed, and correct measuring is required.
• Goods which might deteriorate quickly or perishable goods (such as some food items)
• Sealed audio or video recordings, or computer software, which have been opened.
• Items that cannot be returned for hygiene and disease control reasons. If they have been opened and worn/tried on this  includes harness, walk & Vests plus Collars or any items that have been slept on or used by rabbits or other pets.
This does not affect your statutory rights.
Viii: Orders cancelled before being dispatched will be subject to a 20%-50% Adim and re-stocking fee, with a minimum charge of £5. This does not apply to custom-made or custom-ordered items. Once we have placed  the order with the manufacture, it can not be cancelled.

21. Product Exchange
If you wish to exchange a product, please contact us by email  click here (opens your email application in a new window) or telephone us on  07876522201, to indicate the reason for the exchange. The item must be returned within 7 days of the dispatch date at your own cost. All returned goods must be in their original packaging and in an unused, re-saleable condition. A charge for re delivery will be made according to the weight of the package and your location. If you wish to exchange the product due to its size or colour and we do not have your requested size available, you will be issued with a credit note.

22. Custom-Made or Custom-Ordered Items
Some of our products are custom-made or custom-ordered these items are sent directly from the manufactures - these are clearly marked on the website or you will be informed by e-mail if your order is coming direct. For these items, the normal 7 day ‘cooling off’ period does not apply and these orders cannot be cancelled or exchanged. Please also refer to rule 13 point three

23. How to return items
i. For any exchange or refund request. Please contact us before sending the order/item back, by email  click here (opens your email application in a new window) or telephone us on  07876522201 , to indicate the reason for the return within the timescales outlined above. All refunds will be made via our payment provider once any non-refundable charges have been calculated.
ii. Please then return the item in question to us in their original packaging and, other than damaged goods, in an unused, re-saleable condition, ensuring that all items returned are suitably packed, as we will not be liable for damage during transit.
iii. Collections by our courier can be arranged. Cost to be paid prior to collection.
iv. All returns:
I will inform you where these need to be sent, If a return for these has been agreed.

24. Lost Orders
If your order has been sent via Royal Mail or by courier, and fails to arrive within 15 working days RM or 3-5 days courier, after the expected delivery date please contact us by email click here (opens  your email application in a new window) or telephone us on  07876522201 . We insure all items. You will have to claim directly to Royalmail  in the event of a loss, we will supply you with the original proof of posting slip and a claim form, or please click here to download an online form (opens the Royal Mail website in a new window). We will arrange all claims with our courier.
We can not be held responsible for orders that have been lost by Royalmail or courier if the postal address supplied by the customer is incorrect or if a safe place has been instructed for orders to be left.

25. Refunds
All refunds will be made All refunds will be made via our payment provider once any non-refundable charges have been calculated.

26. Warranties
i. We aim to provide high quality products to our customers. Products are covered by the manufacturers guarantee. Although Dee Millen Rabbit Accessories aims to provide our customers with high quality products and takes all reasonable steps to ensure you are pleased with your purchase, unless otherwise stated our products are covered only by the manufacturer’s guarantee. Any product that is deemed as faulty after our 7 day guarantee period, is covered only by the manufacture's guarantee, and it is the responsibility of the customer to return the item to Dee Millen Rabbit Accessories and to make arrangements for the collection or postal cost of any replacements. Replacements will only be dispatched on receipt of the original item.

ii. Our aim is to provide our customers with 100% satisfaction when ordering through this site. However we do realize that we can sometime make mistakes and goods may not be up to our standards or expectations. In these circumstances, or if something does go wrong, we will do all we can to put the situation right if it is within our capacity to do so. We strive to resolve any disputes amicably and promptly, this does not affect your statutory rights.
iii. We guarantee to meet our obligations under the following consumer protection laws currently in force:

• the Trade Descriptions Act 1968
• the Consumer Credit Act 1974
• the Unfair Contract Terms Act 1977 and the 1994 Regulations
• the Sale of Goods Act 1979, as amended
• the Supply of Goods and Services Act 1982
• the Consumer Protection Act 1987
• the Sale and Supply of Goods to Consumer Regulations 2002
• the UK Distance Selling Regulations


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