By purchasing goods from Dee Millen Rabbit Accessories you enter a legally binding agreement with us on the following terms. You should read and understand these terms because they affect your rights and liabilities.
These terms describe the basis for purchase by you and sale by us of the products described on this web site.
Definitions and Interpretation
In these terms the following words have the following meanings:
1. Contract
The contract for the sale and purchase of the Goods.
2. Details of the order
The quantity, quality and description of the Goods will be those set out in your order (if accepted by us). Orders are accepted at our sole discretion but are normally accepted if the Goods are available, the order reflects current pricing, you are based in the Delivery Area and your credit or account card is authorized for the transaction. The Goods that can be ordered via our Web Site are not available for sale outside the United Kingdom.
3. Matters out of our control
We will not be liable to you or in breach of the Contract for delay or failure to perform due to a cause beyond our reasonable control. This includes adverse weather conditions that may delay the delivery of your order, postal strikes – that may have an impact on your delivery. Or Orders that have been found to be damaged after the courier’s paperwork has been signed received in good order.
4. Delivery Area
We deliver to all the UK excluding Northern Ireland, this is covered in our delivery section. We cannot deliver to addresses outside of the UK.
Please contact us for detailed information regarding our delivery Zones.
5. Pricing
i. Our items to you will be charged at the price displayed on the website. Prices are clearly detailed on the product pages and in the delivery section of this site as well as on any order forms. We do our best to ensure that all prices quoted on this site are accurate. If, however an item is priced incorrectly, we will inform you of the correct price before proceeding with the contract. All goods must be paid for in advance. All items are subject to availability and may be withdrawn at any time and without notice.
ii. All prices and delivery charges quoted on this site are in Pounds Sterling (£) and, unless indicated otherwise, are inclusive of VAT (UK sales tax) where and if applicable, prices will increase in line with any variance in VAT, with immediate effect. We reserve the right to change any price after you place an order but in the unlikely event that we should need do so, we will inform you before we process your order and give you the opportunity to cancel your order.
6. Minimum order value, offers & Vouchers.
i. The minimum order value is £15.00 excluding the delivery charged.
ii. Offers: Are limited to one per customer and are subject to:
-stock levels.
-the minimum qualifying order value which does not included the postage.
-the code being inserted in the code box at check out. Codes added afterwards will be sent at my discretion.
If items of an order are returned for a refund, and the order value drops below a promotional offers minimum qualifying order value, any free gift MUST be returned, or the gifts value will be deducted from the re-fund.
iii. Vouchers are non-refundable, have no cash value and must be used within their time frame. (which is usually 3 months from issue).
iv: Orders over £75 and under 25kg in weight for customers with a delivery address in Zone 1/2-will be delivered free of charge, using a courier at our discretion. If part or all of the order is returned for any reason other than being faulty- and the order value, then falls under £75- the delivery will be charge for and taken from any re-fund due.
7. Acceptance of your order
We will confirm your order and payment details in writing by email. Acceptance of your order and the completion of the contract between you and us will take place on dispatch to you of your order unless we have notified you that we cannot or do not accept your order or you have cancelled it. You will receive a further email once your order has been processed and dispatched. We are legally obliged to send you these confirmations and you may wish to save or print them for your future reference.
8. Amending your order
If you wish to amend your order after placing it, just contact us and we will be pleased to do this. However, this is only possible if we receive your new instructions before your parcel has been packed, if your parcel has already been dispatched to you, you can return it to us for a full refund. We regret that, in these cases, the return of the parcel is your responsibility and must be at your own expense. We advise you send the item by recorded or registered post or to insure packages against loss or damage whilst in transit back to us or the manufacturer as we are not responsible for any loss or damage in the post or in transit. All refunds will be made via the payment provider once any non-refundable charges have been calculated.
9. Risk and ownership
Title to the goods shall pass to you on payment in full of the price of the goods. Risk of damage to or loss of the Goods passes to you at the time of delivery to you or, if you fail to take delivery at the agreed time, the time when we tried to deliver.
10. Payment terms
i. All goods must be paid for in advance and prior to dispatch. All prices and delivery charges are clearly stated on the product pages and order forms.
ii. We will take all reasonable care to keep all information connected with your order secure, but we cannot be held liable for any loss that you may suffer if a third party obtains unauthorized access to any data, including credit and account details you provide when accessing or ordering from this Web Site, unless this is solely due to our negligence.
11. Payment methods
i. Stripe: Are an online payment provider who use a secure server they accept most major credit or debit cards. You will receive an email notification of your transaction as soon as it has been completed and your order will be dispatched as soon as we receive confirmation of your payment.
ii. Debit Cards: We accept all major debit cards including VISA, Delta, Switch. We are committed to keeping our prices low for everyone - so do not accept some card payments.
iii. Bank Transfer: We also accept payments via bank transfer. When placing an order using this method, please follow the instructions during the checkout process. Your order will be saved for three days, if payment is not received within the three days the order will be cancelled on the fourth. Bank transfer payments are free and usually take 2-3 working days to be processed and your order will be sent as soon as your payment has been received.
Transfers to the following bank account:
Account Name: Dee Millen co.uk
Sort Code: 60-60-08
Account Number: 4 8 0 7 1 1 8 8
iv: Paypal. We are not currently accepting payments by paypal.
12. Delivery charges
Delivery or Postage is charged on all orders unless otherwise stated. We do not add any Packaging Charges.
i. We will deliver the Goods to the address you specify for delivery in your order (if payment is made by card goods must be sent to the address as shown on the cards statement). As we cannot be held responsible for orders that maybe lost by Royalmail or courier if the postal address supplied is incorrect.
ii. It is a condition that all orders dispatched will require a signature on delivery.
iii. Unless instructed “Delivery to addressee only” at checkout, your parcel maybe left in the care of a neighbour if you are out when the courier calls, it is the responsibility of the person taking the order in to either check the item for damage and sign received in good order or when this is not possible, to sign the courier's paperwork-UN-CHECKED/DAMAGED. If a safe place has been advised at checkout-as soon as the order is left as instructed the parcel becomes the responsibility of the customer.
iv. On no circumstance can claims be made for damages after the courier’s paperwork has been signed checked and received in good condition.
v. We will aim to deliver the Goods by the date quoted for delivery, but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control this also includes adverse weather conditions, Bank holidays, and /or postal strikes – that may have an impact on your delivery. The delivery date will be extended by a reasonable period and we will contact you to arrange an alternative time or keep you up to date with what is happening.
vi.. Delivery charges are calculated based on the volumetric weight of your entire order. Please see the delivery section of this site for more details. Orders that are collected incur no handling charge.
vii: Items sent by special courier or delivered by us in person, will only have one delivery attempt, it is the customers responsibility to ensure someone is at the delivery address to receive it, on the day and time agreed. The item can be left with a neighbour or in a safe place as specified by the customer, however Dee Millen rabbit accessories will not be responsible if the item is lost or damaged once it has been left/delivered.
13. Damaged goods and breakage
i. You must examine the packages carefully and inspect items at the place and time of delivery for any damage or leakage before signing 'Received in Good Condition' because claims against the courier cannot be made later. If the parcel is damaged, wet or has been opened, you must write this on the receipt. If applicable, you must retain the goods, for either collection or inspection by the courier. You must not use the item. On no circumstance can claims be made for damages after the couriers paper work has been signed checked and received in good condition.
ii. Plastic indoor cages, plastic bins, plastic litter trays, and china goods, will be checked by two members of staff for any faults before dispatch. We will only dispatch goods that are 100% perfect. On delivery because of the delicate nature of this product you or the signature must check the order and its contents for any damage. If damage should be found then the courier’s paper work MUST be signed damaged. Unless instructed “Delivery to addressee only” at checkout, your parcel maybe left in the care of a neighbour if you are out when the courier calls, it is the responsibility of the person taking the order in to either check the item for damage and sign received in good order or when this is not possible, then you must sign the courier's paperwork-UN-CHECKED/ DAMAGED. On no circumstance can claims be made for damages after the couriers paperwork as been signed checked and received in good condition. We will ask you to e-mail us photos of any damage.
iii: Wooden hutches: Must be checked at the point of delivery, if this is not possible then the item must be signed as un-checked. Should any damage be found, we will ask you to e-mail us photos of any damage and explain what the damage is within 5 days of delivery. We will at no cost to you send out replacement panels to enable you to build your item. If the hutch is damaged beyond repair a replacement hutch will be sent once the original has been returned. Should problems occur with the hutch after our guarantee period, we will forward your concerns to the manufacture, and it will be at their discretion the course of action taken. Should the hutch need to be returned for inspection, a replacement will not be sent until the original hutch has been returned.
iv. Items sent directly from the manufactures will be checked for any faults before dispatch. On delivery you or the signature must check the item for any damage. It must be inspected at the point of delivery, if any damage is found the order must be rejected and returned to the manufactures. There will be no replacements sent if this is not done. On no circumstance can claims be made for damages after the couriers paperwork as been signed checked and received in good condition.
v. You must notify us of any shortages, faults, defects or of any other complaint immediately and in any case within 5 working days from receipt of goods. (This does not include the packaging as this is deemed as disposable and is not covered.) If you fail to do so we will deem that the items have been accepted, were as ordered and are in good working order. Please notify us by email please click here (opens your email application in a new window) or telephone us on 07876522201, to inform us of the reason for the return as soon as you can after receipt of the item and we will endeavour to exchange the affected/damaged parts or exchange in whole as quickly as possible for you or offer you a refund or credit. (Subject to term 13 point two & three and that the item is returned to us and checked by us for faults). The damaged item must not be used. All refunds will be made via our payment provider once any non-refundable charges have been calculated. If an item is returned as faulty and a refund or credit is offered, and the item is then found by us not to be faulty, the cost of delivery and return delivery cost, will be deducted from the re-fund
vi. If we require the un-used products to be returned to us, we will refund your agreed postage costs, via our payment provider, or arrange for collection at no cost to you, this does not apply to returns where you have changed your mind and no longer require the goods, or goods that have been checked and signed received in good condition. Returns must be back with us within 28 days. This does not affect your statutory rights.
vii. As all items are insured against loss or damage, please notify us of any breakages immediately.
14. Insurance
Your order is automatically fully insured up to £20 for items sent by Royal Mail, £20 by Evri and item value for items sent by Couriers or £50 for items sent by Inter parcel.
15. Dispatch of goods
i. The price of delivery charges, postage and packing are clearly displayed in this site. There are no other hidden additional costs or low order fees only a minimum order requirement
ii. We endeavour to dispatch all items in stock as soon as possible, usually within 1-4 working days following the receipt of your order or clearance of your payment. However, delivery times are estimates or dispatch may be delayed, so please allow up to 14 days for delivery. Some of our products are made to order and may have a longer delivery time. If there are any changes to our delivery timetable or likely to be a delay, we will notify you of this as soon as possible and offer you the option of cancelling, with full refund, or seek agreement for a revised timescale for delivery. Some items are sent directly from the manufacturer and delivery is usually within 3-7 working days via a courier, but please allow up to twenty-one working days for delivery.
iii. We cannot accept responsibility for loss resulting from damage or late delivery by postal or courier services, or loss of an order when an incorrect address has been supplied by the customer.
iv. Your order will be delivered by Royal Mail or a courier and a signature on delivery will be required. If you are out when the delivery is made, a card will be left asking you to arrange a convenient delivery date or collect the item.
v. If you do not collect the item or contact Royal Mail or the courier then a second delivery may be attempted with 24-48 hours, if you are not in again another card will be left. When ordering, please include a contact telephone number so the courier can contact you directly, in case they are having trouble finding you or to rearrange the delivery, especially if earlier deliveries have failed.
vi: More than two failed delivery attempts there will be a charge for the third attempt, after this the parcel will be return to Dee Millen Rabbit Accessories which the customer will be liable for the additional post/courier charges/costs this is far higher than the cost of sending the item. The customer will also be liable for further delivery charges to re-send the order.
vii: Cancelled orders at this stage will be subject to a admin and restocking charge as well as the full delivery cost of the item to be return to Dee Millen Rabbit Accessories. Which will be far higher than the delivery charge that was original paid. We are not capitalize on the situation by charging an admin fee but just covering some of our costs and time spent on your order.
viii. Unless instructed “Delivery to addressee only” at checkout, your parcel maybe left in the care of a neighbour if you are out when the courier calls, it is the responsibility of the person taking the order in to either check the item for damage and sign received in good order or when this is not possible, to sign the courier's paperwork-UN-CHECKED/Damaged.
16. Unclaimed orders
i: If your order is returned, refused, undelivered or unclaimed due to customer refusal, customer negligence/absence, or due to a customer providing inaccurate address or delivery information or not responding to cards left or E-mails sent. We will attempt contact via telephone or email in order to resend your items.
ii: The return delivery cost of your parcel to Dee Millen Rabbit Accessories plus an additional charge for re- postage is payable before the order is dispatched for the second time.
iii: Cancelled orders at this stage will be subject to an admin and restocking charge as well as the full delivery cost of the item to be return to Dee Millen Rabbit Accessories. Which may be far higher than the delivery charge that was original paid.
iv: Items sent by special courier will only have one delivery attempt, it is the customers responsibility to ensure someone is at the delivery address to receive it, on the day and time agreed. The item can be left with a neighbour or a safe place as specified by the customer, however Dee Millen rabbit accessories will not be responsible if the item is lost or damaged once it has been left/delivered.
17. Out of stock, discontinued or sold out products
i. If any product is sold out, out of stock or ‘last one remaining’ this would normally be indicated on the product page.
ii. Occasionally, we may be unable to fulfil your order due to high or unforeseen demand or supply failure. In the unlikely event of an item being out of stock, sold out or discontinued and this not being indicated on the product page then you will be notified within 24 hours of placing your order, and if applicable given an estimated delivery date. If an order contains an item that is out of stock, we will usually dispatch your entire order once all items are available, unless this will cause too much of a delay in which case the order will be part dispatched with the out-of-stock item following once in stock.
iii. Should there be any unforeseen delays or issues with the order you have will have the option of cancelling the order or part order (with a full refund by our payment provider) or waiting until further stocks are available. However, please allow up to 28 days for delivery of out-of-stock items.
iv. We do not substitute products to those ordered if the ordered goods are unavailable. We will always try to ensure customer satisfaction and will do all we can to meet customer requirements where possible.
v. Where products are discontinued or cannot for some reason be delivered, we will inform you as soon as possible you by email or telephone and we may suggest an alternative item, if applicable. Where this is part of a larger order, we will process and dispatch the rest of the order in the normal manner.
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 cannot 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 14 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 28-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. 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 14 days from receipt of goods. Orders outside of the 14 days ‘cooling off’ period cannot be cancelled. You must return the items within 28 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 postage. We will not pay the costs of returning an unwanted item to us or directly to the manufacturer. These need to be returned within 28 days from receipt. In the same condition they were supplied- this includes the packaging. 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 delivery costs, this may be greater than the amount you have paid, the actual costs will be deducted from the refund.
iii. You must take care of goods and their packaging 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 28 days from receipt. If you do not return the goods within 28 days from the day of delivery, we reserve the right to conclude you have decided to keep the item or order.
v. Refunds, less the delivery 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 too 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 an Admin 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 cannot be cancelled.
21. Product Exchange
If you wish to exchange a product, please contact us by email please 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 28 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 14 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. Small returns under (2kg) should be sent to the following address by recorded or registered post, you will be advised as we cannot be held responsible for losses or damage in the post.
Dee Millen Rabbits
Unit 2, Bethersden Business Centre, Chequer Tree Lane, Bethersden, Ashford, Kent, TN26 3JL
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 3-7 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 cannot 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
27. Agreement
By viewing and using this website it is understood that you agree to respect the intellectual property rights of Dee Millen Rabbit Accessories and that no content, logos, images, text or other material contained within the website, are exploited for commercial purposes, downloaded, copied, transmitted, printed, reproduced in any way without the express written consent, prior to use, of Dee Millen Rabbit Accessories. You may not create any links to our website from any other website without having obtained our express written consent beforehand.
28. Our privacy policy
Please click here to read our customer privacy policy, which explains how we will not pass on your details to any third party.
29. Our cookie policy
Please click here to read our cookie policy.
30. Contact information
For sales, all customer services and other enquires:
By post: Dee Millen Rabbits,
Unit 2, Bethersden Business Centre, Chequer Tree Lane, Bethersden, Ashford, Kent, TN26 3JL
By email: Please click here (which opens your email application in a new window)
I will endeavour to reply within 48 hours (if I am away at a show the response time may be a little bit longer).
By telephone: On 07876 522201 , Monday to Friday: 9am-6pm. Sometimes we will be unable to answer so please try again later. The cost of call will depend upon your mobile network or telephone service provider.
31. Website
i. Dee Millen Rabbit Accessories makes no representations or warranties (expressed or implied). We are unable to guarantee the accuracy of information on the website and do not accept any liability arising out of reliance on the materials on the Dee Millen Rabbit Accessories website. Any materials or products displayed on this website are not a substitute for seeking advice from a qualified veterinarian.
ii. We may change any aspect of this website at any time without informing you. You agree to be bound by such updates and you agree to visit this page from time to time to check such changes. If we decide at our sole discretion that you are in breach of these Terms & Conditions, we may terminate your access to the website at any time.
iii. Safety note: It is the responsibility of the pet owner to assess the suitability of any treat, toy, or other product. Please read instructions, and directions of use carefully. Always supervise your rabbit whilst playing or eating. Remove the toy if it is damaged, or worn, or if parts become separated, to avoid injury.
Copyright © 2008-2024 Dee Millen Rabbit Accessories
All rights reserved. No part of this website may be reproduced, mechanically, electronically, including photocopying, or by any means whatsoever without the prior written permission of the copyright holder. This site is owned by Dee Millen
Terms and conditions updated 14th January 2024