TERMS & CONDITIONS - WE CARE ABOUT YOU & YOUR DOG

CLICK TO START SHOPPING NOW

1) OUR COMPANY
This website www.thewagtailway.co.uk, is owned & operated by L Boyce-Sleight & D Sleight.
The Wagtail Way, 11 Wagtail Way, Thetford Norfolk IP24 3HR
E: thewagtailway@gmail.com   T: (01842) 766389

To contact us please click here


2) OUR WEBSITE
WEBSITE DISCLAIMER FOR: WWW.THEWAGTAILWAY.CO.UK
This disclaimer details our obligations to you regarding our website.
Please read this disclaimer in full before you use this Website.
Using the Website implies that you accept the terms of this disclaimer.

Use of Website
No part of this website may be reproduced without our prior written consent.
All copyrights, trademarks & other intellectual property rights on this website are owned by us or companies we are in partnership with (to sell their products); and must not be reproduced without prior written consent.
You may use this website for your own purposes only, this includes printing or downloading material from this website.
However, you cannot modify any content without prior written consent. Any content from this website may not be republished online/offline without our written consent.

Links To & From Other Websites
Any links to this website requires written consent before making public. Under no circumstances can any page be replicated, nor may you imply that we are endorsing any services or products, unless previously agreed by us, with written consent provided.
If any links to our website have not been provided with written consent then we have the rights to be fully indemnified for any loss or damage suffered as a result of these actions.
Any links to third party websites found on our website are provided for your information only. We have not reviewed any of these websites and have no responsibility for websites or their content.

Exclusion of Liability
We take all reasonable steps to ensure that the information on this website is correct. However, we do not guarantee that all materials on this website are correct/complete. We shall not be liable or responsible for any kind of loss or damage that may result to anyone using of our website.

 

3) PLACING AN ORDER
Once you have placed an order with us, you are agreeing to purchase goods from us. We will send you an email to confirm your order.

In the unlikely event that we are out of stock or the item is no longer available, or that we have made a pricing mistake, we will contact you, to either offer an alternative solution or refund you in full (or partially if you would like part of the order to continue if there are multiple items).

Once we have received your order we aim to process this as quickly as possible. The timescale for despatch will depend on the type of product/service ordered. Please note the majority of time we aim to despatch within 1-2 days. We will send a confirmation email to advice on the delivery schedule.

Images of products are for illustrative purposes only. We cannot guarantee exact colours due to the natural products we use, so products can vary.

We make every effort to display the products as accurately as possible, all information provided is approximate and is provided in good faith.

By placing an order with us, you agree to and accept our terms & conditions, as well as our privacy policy and the terms of website use.

You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time.

Delivery charges will be shown in the basket, based on either product type or total order weight.

You will be required to pay for the goods in full at the time of ordering.

All our prices are in GBP & include VAT (where applicable).

We do not take transaction directly via our website. All transactions can be made either by a Bank Transfer (you are provided details once your order has been submitted, but we will not begin to process until funds have cleared) or we use secure payment processing by PayPal. We find this the most secure methods for your peace of mind, and we therefore do not hold any sensitive information ourselves.

You can pay for your order by Cash or Credit/Debit Card on collection from our premises by prior arrangement. However, please note all bed sales are to be paid before they are made to order.

 

4) DELIVERY
Whilst we offer a ‘Next-Day’ delivery service, we cannot guarantee if an order is placed that we can process this order on the same day.

Many factors can affect how quickly we can process the order: Stock Levels, Time of Order, Impacts out of our control i.e. Weather.

We always aim to ensure all goods to be dispatched within 1-2 working days & any estimated dispatch date is only an estimate (which we can change without notice).

We are unable to make deliveries on the following days: Saturday, Sunday or Bank Holidays.

We are a small family company & do take holidays, therefore we are unable to process orders or despatch during these times. We will make this clear on our website with a notice.

Our 3rd party couriers (DPD) will deliver goods within 24 hours of dispatch (unless otherwise indicated or agreed) depending on the product type purchased. Further details relating to our 3rd party couriers (DPD) can be found below.

Our own vehicles will carry out local deliveries & we will advise on the date via email - Dependent on your area our own delivery charges will be:
Thetford - FREE
Within 10 Miles - £3.99

On some occasions we can make other deliveries by prior arrangement, our charges will follow our delivery pricing structure online:
Up to 20Kg - £9.99
20-30Kg - £14.99

Food orders we deliver are not packed in insulated boxes, (although will be transported in), we therefore require you are at home for your delivery. Alternatively we ask that you provide a ‘safe place’ (these details can be added as a note to your order during checkout), for us to leave your order, but this is at your own risk. We cannot guarantee the safety or condition of your order.

In some instances your order may arrive in more than one delivery &/or parcel.

Collections can be made by prior arrangement (please contact us).

We currently deliver anywhere in mainland Great Britain (Unfortunately we are at this time unable to deliver to any islands or the Highlands of Scotland). If you are outside of our delivery area, but particularly interested in any of our products, please do contact us, & we will try our best to get a delivery price for you outside of our standard delivery terms.

All courier deliveries are sent on a 24 hour/next day service & packed appropriately (insulated boxes for perishable food orders), please note that in some cases - perishable food: we cannot guarantee they will remain fully frozen (particularly in warmer months or in areas where transit times are longer the contents may have thawed partially).

Please note this does not affect the quality of the products in any way and you can safely refreeze them.

For this reason (above) we cannot accept any claims based on this, or where the items have been delivered the next working day after processing the order.

We also cannot accept any claims or liability if you reschedule your delivery with the courier (we do not recommend this), or the ‘safe-place’ you have requested the order to be left at is unavailable or unsuitable.

We will deliver the goods to the premises/safe-place you specify on your order. You recommend someone is at home to accept the delivery of your order.

We cannot accept responsibility for incorrect postal addresses provided or consequences of leaving the items where requested or not being able to access either of these (i.e. locked doors/no access)

We will not accept responsibility for loss, damage, or spoiling of goods if you instruct the delivery company to leave the goods unattended.

In the unlikely event that the courier does not deliver within the ‘next-day’ time-frame they are supposed to, we would encourage you to still take the delivery & check your items - they may still be frozen enough to refreeze.

We would ask for you to make contact with us within 24 hours (by email) providing photographs. We maybe able to provide advice or offer a solution. We will also require this information should we need to take the matter further with our courier company.

If you refuse delivery we are unable to offer a refund/replacement. We require photos of the packaging & contents to send to us along with a description showing why the items are unacceptable/unusable. If items are returned without following this process, we are unable to make a true assessment on the conditions they were received in.

Disposal of packing materials is your responsibility.

It could be possible to change the delivery address once the items have been dispatched, however we reserve the right to pass on any extra charges made by our couriers for redirecting your delivery. As the items are currently on route for delivery we cannot accept any responsibility/claims if the delivery was not made to the new address successfully.

For any orders containing perishable items you must never request that the courier change your delivery day. We cannot accept any claims where the customer has changed the delivery date instructed by us.

If the goods are not delivered as scheduled, lost or damaged in transit, please let us know immediately. Any delay in reporting this means we cannot accept any claims or take responsibility for this issue as we will be unable to offer an alternative solution.

On rare occasions there could be reasons beyond our control that could prevent us from making the delivery as planned. These could include such things as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the delays/issues from our own suppliers.

In this instances we will aim to promptly put things right, but cannot be held accountable where this causes a delay or failure in deliver of your order.

 

5) FURTHER PRODUCT INFORMATION, CANCELLATIONS & REFUNDS

Any replacement items will not be dispatched until the original items have been received at our premises and checked.

The cost of returning items to us is your responsibility, however on inspection we will refund your ‘reasonable’ postage costs, providing that the items are found to be faulty.

If the items are not faulty, we are within our rights to return these to you, & you will be required to cover our standard courier costs.

If an item is no longer available we will contact you to offer an alternative. Our liability is to replace the faulty items only; we are unable to guarantee an exact match. In this instance you will have the option of a refund.

In the rare instances where we do not need the original items returned for exchange/refund it becomes your responsibility for their disposal safely.

BEDS BY WAGTAIL
All our dog beds are made-to-order; we can only offer a refund or exchange if the piece of furniture or cushion once received is deemed to be faulty.

All our beds & cushions are quality checked before being packaged & dispatched so we know that they are in perfect condition before they leave us. In the unlikely event of the product arriving damaged, please contact us within 24 hours (where possible please email us pictures).

We require any damaged or faulty items to be returned to us, as we can only process exchanges or refunds upon receipt of the items. Please note you are responsible for its safe return so please make sure the bed is packaged correctly to avoid any further damage. We are more than happy to help you with arranging the safe return of the item(s).

We cannot be held responsible for returned items that are lost in the post or transit, so we suggest using a recorded delivery method so we can keep track of the return.

Incorrectly ordering, providing incorrect sizes for bespoke built beds, not liking the fabric choice are not acceptable reasons for cancellation or refund.

Should you wish to cancel the order under special circumstances we can agree to this, but there is a 50% charge against the total price to cover labour/materials invested due to every bed & cushion being made specifically for you.

Our delivery time from order to receiving the bed can be between 2-6 weeks, as we make each bed by hand on a made-to-order basis. We obviously try to complete each order as quickly as we can, but we are reliant on lead times from our suppliers also. We will always keep you updated on the bed progress.

Once you have made the order and paid, you are bound by these terms & conditions. If you are unsure of anything, please contact us prior to placing your order. We are here to help.

WAGTAIL RAW & OTHER FOODS/TREATS
We are more than happy to refund or exchange any non-perishable items (however the cost to return these items are your responsibility, unless we have in error sent you the wrong items). But unfortunately we cannot accept returns on perishable foods. We can however review any claims for refunds/exchange of perishable foods providing you make contact with us within 24 hours (where possible please email us pictures) providing legitimate reasons.

Incorrectly ordering, not liking the food (you or your dog), smell, food arriving slightly thawed are not acceptable reasons for cancellation or refund.

We cannot be held responsible for returned items that are lost in the post or transit, so we suggest using a recorded delivery method so we can keep track of the return.

BLACK DOG ACCESSORIES & OTHER ACCESSORIES
We are more than happy to refund or exchange any item, providing it has been unused & in its original condition.

All our accessories are quality checked before being packaged & dispatched so we know that they are in perfect condition before they leave us. In the unlikely event of the product arriving damaged, please contact us within 24 hours (where possible please email us pictures).

Unless the items are deemed faulty, then the costs to return these items are your responsibility.

Incorrectly ordering, providing incorrect information for us to aid you with your purchase, not liking the colour/material are not acceptable reasons to have any postage cost refunded.

We cannot be held responsible for returned items that are lost in the post or transit, so we suggest using a recorded delivery method so we can keep track of the return.

WAGTAIL NATURALS
We are more than happy to refund or exchange any unopened/unused item.

All our natural products are quality checked before being packaged & dispatched so we know that they are in perfect condition before they leave us. In the unlikely event of the product arriving damaged, please contact us within 24 hours (where possible please email us pictures).

Unless the items are deemed faulty, then the costs to return these items are your responsibility.

Incorrectly ordering, providing incorrect information for us to aid you with your purchase, not liking the scent/texture are not acceptable reasons to have a refund of the product or any postage cost refunded.

We cannot guarantee these products will cure any ailment, & we would always recommend testing on a small area to ensure no reactions occur. Always monitor your dog’s health when using these products. Stop using immediately should you have any concerns. We cannot accept any responsibility or claims for vet treatment for using these natural products.

We cannot be held responsible for returned items that are lost in the post or transit, so we suggest using a recorded delivery method so we can keep track of the return.

MICROCHIPPING
We can offer microchipping either at our premises or in the comfort of your own home.

Please see our MICROCHIPPING Page for full details relating to costs.

During the process we will examine the animal – condition & behaviour prior to commencing the microchipping. Please note whilst we are qualified to microchip, we are not vets - we cannot advise on other health related issues.

If upon arrival the animal is deemed not fit to be microchipped by ourselves, we will refer you to see your vet, but we will have to charge a £10 administration fee & any mileage costs for the visit.

Before we leave we will check the microchip is active. If in the unlikely event the microchip is no longer detectable afterwards, we cannot be held responsible and cannot accept any claims.

DOGS & PUPPIES: LABRADORS & BORDER TERRIERS
As breeders of Labradors & Border Terriers, we will always have the best interest of our dogs & puppies first. Please therefore contact us to discuss about available puppies or using our Stud Dog service.

Please see our DOGS page for more details.

 

6) LIABILITY
Any products sold on this website comply with all relevant UK legislations. We cannot warrant of represent that they comply with any legal requirements outside of the UK.

We do not accept any liability for the misuse of our products, feeding or administering products we sell. You are responsible for how you use our products.

We would love to hear from you.