Terms and Conditions

By using this website and/or placing an order, the Customer is acknowledging their consent to be bound by these Terms and Conditions. Gillrugs reserves, under sole discretion, the right to change these Terms and Conditions at any time, without notice.

How to Order

You can order products displayed on this website by telephoning us, by faxing or posting to us a completed copy of the Gillrugs order form or online.

If you have placed your order online, we will quickly send you an email 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.

Mock Coats

To ensure a perfect fit we offer a trial sample (mock coat) for customers to try on their dog before making up the real coat. We do not charge for this. On receipt of your order we will make a mock according to your measurements and send it to you. If the mock does not fit your dog, this will give you the opportunity to let us know by marking any alterations on it. Then all you have to do is send the mock back to us along with your payment. If it turns out there are quite a few alterations to be made we will be happy to send more than one mock if required.

Once you have returned the mock (or if you have decided not to receive a mock) you are effectively agreeing to the measurements and fit therefore we cannot be held responsible for any coats that do not fit properly and any subsequent alterations requested may be charged. This is why we encourage more than one mock if necessary to avoid alterations to the final coat. 

All mock coats remain the property of Gillrugs. We reserve the right to charge if you do not send it back to us unless instructed otherwise. Failure to return mock coats even when cancelling an order will incur a service charge of £5 per mock coat.

Prices

We will not be held responsible for pricing errors due to software malfunctions, or human error. 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, we will let you know of alternatives or you may cancel your order and we will refund you any money that you have paid. Products and prices are subject to change without notice.

Deliveries outside the UK that are not covered on our website will need to pay extra postage. Please contact us for details of the postage cost before processing your transaction. Gillrugs reserves the right to decline orders for bulk or high value purchases.

Payment

Online payments are processed through Paypal with major credit/debit cards accepted. You can pay with a paypal account or you can pay with your debit or credit card. We have NO ACCESS to any online payment details and do not know which card you used or if it is a paypal account. Further information on payments made through Paypal can be found here: http://www.paypal.co.uk. You can also give card details on the form that we send to you along with a mock coat (mock coats are only made for dog coats). We also accept cheques made payable to 'Gillrugs'.

The default prices that are displayed on our website are in British Pounds Sterling. If a currency other than British Pounds Sterling is selected, the price displayed is determined by an online currency conversion rate and is for guidance only. Actual exchange rates will be determined by your credit card supplier at the time the order is processed and may differ from the price displayed on this website at the time of purchase.

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. If you do not receive your order within these timescales, please contact us so we can investigate.

In the unlikely event that we cannot deliver within these timescales 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 website but we will not be liable for any loss caused to you by late delivery. We deliver goods by Royal Mail and will not be held responsible for items lost or undelivered.

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.

For stock items, you can return your order in its original condition (within 7 working days of the date on which you receive it) to:

Gillrugs Returns
9 Mountview Crescent
St Lawrence Bay
Southminster, Essex
CM0 7NT

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 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. Any faulty goods sold on our website that are not produced by us, we will offer an exchange and if the item is not in stock, you will be offered a refund. 

Made to measure items (including items made to the customer's own requirements and colours or with alterations or embroidery), are not refundable. In the case of faulty items we will repair or replace the item.

Refunds (less postage and packaging) will be provided on stock items that are returned to us in the original packaging unsoiled within 7 days. Returns made after 7 days or soiled goods (with marks or hair on them) will not be eligible for a refund or exchange and will be returned at the customer's expense. Where a refund is eligible, a £2.00 handling charge will apply (unless the item is faulty). Items under sale and clearance are not returnable. All refunds will be paid within 30 days of return.

Cancellations

In accordance with The Consumer Protection (Distance Selling) Regulations 2000, Regulation 13(1)(c), goods made to consumers' own specifications are exempt from the right to cancellation. However, we recognise that there may be a time when you may not want to or are unable to proceed with your order. In this case, you may cancel your order up to the point we start to manufacture your good(s). If you have received your 'mock' and would then like to cancel the order, we ask you to please return the mock to us clearly marked that you would like to cancel the order. If you have already sent your mock back to us and would then like to cancel please let us know as soon as possible and we will cancel and refund your money if we have not already started to make your coat(s). All mock coats remain the property of Gillrugs and we reserve the right to charge if you do not send it back to us. For goods that are not made to measure or not produced by us, you are entitled to cancel your order at anytime within 7 days of receiving your goods. The cancellation period ends on the expiry of the period of 7 working days beginning with the day after the day on which the you received the goods. See Returns above.

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. 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. Online payments are processed through Paypal and we do not see or have access to this information. We do not hold or store credit/debit card details electronically or on paper. We may temporarily write down card details over the telephone but these are destroyed immediately after the payment has been processed. Any card details received by post are also destroyed once the payment has been processed. Gillrugs are PCI compliant.

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. Our email address is found on the Contacts Page.

Unlawful or Prohibited Use

You shall not use this site for any purpose that is unlawful or by any means prohibited under these terms and conditions. You shall not use this site in any manner, which may harm Gillrugs or other parties or adversely affect the site functionality or its use by others. You shall not attempt or obtain from or through this site any information that is not already and intentionally made available from or through it.

Complaints

If in the unlikely event that you have a particular complaint then please click the 'contact' link. Please be specific with details of your complaint.  At Gillrugs we welcome any feedback so please inform us of any services you feel we need to improve on.  We acknowledge 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 the 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.

Copyright

All contents and information on this site including without limitation text, graphic and images, is the property of Gillrugs or the property of their respective owners and is protected by United Kingdom copyright laws.  We reserve the right to use any images sent to us on this website.