Complete Satisfaction:

• It is our wish to offer complete satisfaction to our customers with the service and products offered by Excalibur Pet Supplies Ltd. If for any reason you wish to contact us regarding queries, suggestions and of course much appreciated compliments please firstly EMAIL US at lukeh@excaliburpetsupplies.com . We will get back to you promptly within 48 hours.

Orders & Inquires:

• Our primary method for placing orders is via the website which is quick, easy and secure. 
• Orders are processed usually within 48 hours. In busy periods processing times can extend 48-72 hours.

Delivery Time Scales & Tracking - Items Missing or Damaged - In rare occasions our packing team sometimes send items separately, if an item is thought to be short delivered or damaged please notify us with details immediately or within 7 days via email from receipt of order. We will arrange for the appropriate action to resolve this.

We reserve the right not to take action to any persons advising us after this point as we only have a short period to report and claim against any losses with the courier or postage systems used.

Uk orders normally arrive within 3-5 days. Any items not received within 30 days should be notified by email immediately. 

Opening Times:

• We are a web based company, orders and inquiries can be made at any time to suit you via the website CONTACT US page. These will be processed in normal office hours.

Accepted Methods of Payment: 

Our payment gateway (Paypal) offers an ideal payment solution.  This is a secure system, and none of your card details are kept on any servers.

Currency:

CURRENCY PAYMENT TYPE is ONLY in GBP Pound (£) UK Sterling. 

 VAT:

• Prices shown include VAT where applicable

Customer Address LAYOUT: 

Please layout your address in a way that it can be understood.

• A valid clear full postal address at the time of order. This should include: Full Name, House Number (or Name) and Road Name, Town, Area and post code.
• Make sure you supply your Telephone Number and Email Address to attach to the parcel.
• Advise us of any special delivery instructions at the time of order in the 'Remarks' section.

On placing an order it is the customers responsibility to provide a valid delivery address written in the format required for your local delivery. We do not accept liability if a parcel is lost due to an incorrect address supplied by the customer.

Colours and Manufacturing:

Please note images displayed on our website are as close a representation as possible to actual products received and available for purchase. Also colours can vary up to + or - 10% due to viewing through different devices.

Manufacturing variances do differ from batch to batch.

COPYRIGHT:

All information, including all digital images, pictures and content in this website is the property of EXCALIBUR PET SUPPLIES LTD unless otherwise stated. We provide this for information purposes only and it is not available for copying unless pre-agreed in writing for personal or business use. This is protected under the UK & International COPYRIGHT LAWS.

Images or prints that are supplied are for PERSONAL USE ONLY unless stated and agreed, as they may not be Royalty free or for COMMERCIAL USAGE.

DISCLAIMER:

The products/services and the claims made about specific products or services on or through this site have not been evaluated and are not approved to diagnose, treat, cure or prevent disease. The information provided on this site is for informational purposes only and is not intended as a substitute for advice from your Vet or other health care professional or any information contained on or in any product label or packaging. You should not use the information on this site for diagnosis or treatment of any health problem or for prescription of any medication or other treatment. You should consult with a Vet professional before starting any diet, exercise or supplementation program, or if you have or suspect your pet  might have a health problem.

NO REPRESENTATIONS OR WARRANTIES, EITHER EXPRESS OR IMPLIED, OF MERCHANTABILITY, FITNESS FOR A SPECIFIC PURPOSE, THE PRODUCTS TO WHICH THE INFORMATION MENTIONS MAY BE USED WITHOUT INFRINGING THE INTELLECTUAL PROPERTY RIGHTS OF OTHERS, OR OF ANY OTHER NATURE ARE MADE WITH RESPECT TO INFORMATION OR THE PRODUCT TO WHICH INFORMATION MENTIONS. IN NO CASE SHALL THE INFORMATION BE CONSIDERED A PART OF OUR TERMS AND CONDITIONS OF SALE.”

Complaints Procedure:

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it, this will help us to improve our standards. If you have a complaint, please contact us with full details. CONTACT

We will look at your complaint within 7 days of notifying us. If we have not resolved it within this time you may complain to the Legal Ombudsman or the ASA.

What will happen next?

1. We will send you an acknowledging receipt of your complaint within three days of receiving it.

2. We will then investigate your complaint which will be dealt with by one of the company directors who will review your complaint and check against best company practices we apply hoping to resolve any issue

3. Arrange a mutually agreed time to discuss the complaint and resolve. This will be done within 14 days.

4. Within three days of the meeting, they will write to you to confirm what took place and any solutions that were agreed with you implemented.

5. At this stage, if you are still not satisfied, you should contact us again in writing and we will arrange another company director  to look at the complaint for their decision.

6. If the matter still remains unresolved then it is within your rights to appeal to the Advertising Standards Authority Limited Mid City Place 71 High Holborn London WC1V 6QT.