Customer Service

• Privacy & Security
• Returns & Replacements
• Payment, Pricing & Promotions
• Back Orders

Clipsley Pets & Aquatics are completely dedicated to your total satisfaction.

If you have any suggestions or comments please email us at:
sales@clipsleypetshop.co.uk  
All orders subject to Terms of Business.                                                       
Need Help & Support Call 0800 910 1200 or 01744 605044

Order Online
Making a purchase could not be easier, browse our products, and click on any item that you wish to buy, select a size/quantity and click "Add To Cart". You will be then taken to the Checkout screen, here you can choose to "Checkout" or click the "Continue Shopping" button. When you have finished shopping and completed your selections, click on the "Checkout" button and you will be asked for a few details that we need to be able to process the order.  Please note, the registered address must the the same as the card holders address for security, although we can ship to a different address. 
We accept most major credit/debit cards. We do not charge for using credit cards.
Security, Data Protection and Privacy

SHIPPING & DELIVERY

Scottish Highlands and Islands
For deliveries to the Scottish Highlands and Islands, Postcodes ZE, IV,KW,HS;PA 20 Higher, PH, BT; Northern Ireland, Republic Of Ireland, GY, & JE; Channel Islands, IM; Isle of Man, TR 21 to 25, Scilly Isles,

If you need further information please contact us. Please allow 3 - 5 days for delivery to these areas.

OVERSEAS ORDERS

Rates are based on the weight/destination of the parcel. Please email or telephone for a quote for overseas destinations. 

Pricing Policy

CPA will determine the price for any item appearing on its website. Should the price of an item change after it has been purchased, but before it has been received by the customer or Recipients, the price of the item will be the latest price. Should the item be exchanged for a credit, the amount of the credit will be the amount paid by the customer.

Back Orders

Every effort is made to dispatch your order complete. Unfortunately we cannot ensure that we are permanently in stock of all items. In the event we are temporarily sold out of an item you have ordered, we will send you an e-mail to advise of the next delivery date or offer an alternative product then await your instructions.

 General Returns

You may return new, unopened items purchased directly from Clipsley Pets & Aquatics within 14 days of delivery for a full refund. Items must be returned in their original packaging. Initial postage and return postage must be paid by the customer unless the return is a result of our error. Faulty or incorrect items may be returned for a full refund inclusive of postage. We can arrange for a return to be collected by our couriers in instances where an item is heavy or bulky. The customers will be liable for the cost of this collection unless the product supplied was faulty or erroneous.

Product Exchanges
1. You received a faulty item and wish to exchange it for the same item
Please contact us to arrange for the problem to be resolved.

 
2. You received an incorrect item and wish to exchange it for the item originally ordered.
Please return the incorrect product to us and we will ship a replacement upon receipt.

If you require an item immediately please place another order for the product and we will refund your initial payment upon receipt of your return

3. You received an item you no longer want and wish to exchange it for a different item
Please return the product to us and place another order for the item you wish to purchase. Your initial payment will be refunded upon receipt of your return.

4. Other Returns. In certain instances only partial refunds can be issued for a returned item.
If you are returning an item under circumstances different to those above please visit our Refunds Policy

How To Return Items

Returning an item:
When returning an item, please inform us firstly by calling 0800 910 1200. Package the item securely and send it to the address below, enclosing a note giving your contact details and the reason for the return. In the case of a defective product, please also provide a full description of the defect/fault.

Clipsley Pets & Aquatics, (Returns), 208 Clipsley Lane, Haydock, St.Helens, Merseyside WA11 0HU

 
For your protection we recommend that you use a recorded-delivery service.
This returns policy does not affect your statutory rights.

 
Refunds Policy
We will process refunds only for items directly purchased from Clipsley Pets & Aquatics. For information on returning an item please visit our Returns Policy.
We will contact you via e-mail once we've received your returned item(s) and processed your refund. Normally we will issue a refund in the same form of payment used when processing your order. Refunds will usually be processed within 2-3 business days of receiving your return. Please be aware that when refunding to a credit/debit card it may take up to 3 business days for the funds to clear.

 
The Refund Amount

The total of the refund processed is dependent on several factors:

1. Faulty or incorrect items:
If you receive a faulty or incorrect product you may return the item for a full refund CPA will pay return postage if faulty or incorrect items have been supplied. Initial postage costs will only be refunded for orders where the item being returned is the only item that was ordered. If the item being returned is heavy or bulky we will arrange for our couriers to collect it at your convenience. Please contact us to arrange a return collection.

2. Unopened items in their original condition:
Any unopened item in original condition that is returned within 14 days of delivery will receive a full refund.

Any unopened item in original condition that is returned more than 14 days after delivery will receive a refund equal to 80% of the item’s price

3. Opened items in their original condition:
Any opened item in original condition which has been removed from its original packaging will receive a refund of between 50 to 80% of the item’s price dependent upon the amount and condition of the packaging present

4. Returned items not in their original condition:
Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error will receive a refund of up to 25% of item's price

5. Items with obvious signs of use:
Any item that has obvious signs of use will receive a refund of up to 25% of the item’s price dependent on the level of wear etc.

 
In all the above cases, apart from where an item is faulty or incorrect, initial postage and return postage must be paid by the customer. If you are unable to arrange a return we can arrange for our couriers to collect from you. The cost of this collection will be the responsibility of the customer. Please contact us if you wish to obtain a return quote
If after reading this information, you feel that the amount of your refund was incorrect, please e-mail us.