WEBSITE CUSTOMER SERVICES

CUSTOMER SUPPORT

At The Westie Rescue Scheme Online Store we want you, the customer, to receive the best, most efficient service we can offer. This way, we ensure the highest possible levels of repeat business and personal recommendation.

The Westie Rescue Scheme Online Store complies in full with 'The Consumer Protection (Distance Selling) Regulations 2000'.

It is absolutely vital that our customers can purchase goods securely and swiftly. For that reason we insist on using a secure server and data encryption to receive order details over the Internet. To ensure maximum security our payment authorisation service is provided by WorldPay.com. WorldPay.com handle millions of Internet based transactions every week and are one of the biggest online payment authorisation companies in the world.

PRICING & VAT

We reserve the right to change or alter prices at any time. All prices quoted on the website are in GB Pounds (£) unless an alternative supported currency is selected. We can now accept GBP £, USD $, € EUR. VAT (UK Value Added Tax) is currently not payable on any of our merchandise sold through this site.

PAYMENT

All goods remain the property of the Westie Rescue Scheme until payment is received and cleared.

We accept the following major credit and debit cards for USD $, GBP £ & EUR € transactions:

In addition to the above, we accept the following major credit and debit cards for GBP £ transactions ONLY:

We also accept PERSONAL CHEQUES and POSTAL ORDERS in UK Sterling ONLY.

We DO NOT accept CASH through the POSTAL SYSTEM or BUSINESS CHEQUES.

We DO NOT charge a FEE or SURCHARGE for any of the payment methods we accept.

Orders where the selected payment method is by PERSONAL CHEQUE or POSTAL ORDER will be held on our system for a total of 14 WORKING DAYS. If, after this period, your payment has still not been received, we will cancel your order without further notice to you.

Please make cheques / postal orders payable to:

Westie Rescue Scheme, and send your payment to:

Westie Rescue Scheme
Online Orders
44 Gwynne Road
Parkstone
Poole
Dorset
BH12 2A
United Kingdom

Please notate your account number and order reference number on the reverse of your cheque to ensure speedy payment identification for your order.

Our customer services telephone number is 0870 170 9527.

PACKING & SHIPPING COSTS

Where possible, we will calculate shipping costs against each order item, and this will be displayed as part of the 'order preview' page when you check out, before finally placing your order. However, this is not always possible. We will let you know in those rare instances where additional shipping costs are incurred. If you cannot agree to the proposed additional packing and shipping costs, then you are free to cancel your order at that time without penalty.

There are no other charges.

We deliver to the following countries:

We will NOT deliver to a country NOT listed above. There will be NO exceptions.

Orders are usually despatched within 7 days, however, please allow up to 28 days for delivery.

For more information on shipping (including costs) please see the 'Shipping' section within the shop.

CUSTOMS CLEARANCE (OUTSIDE UK & EUROPE)

Customers outside the UK & Europe may be subject to import duties and taxes, which are levied once the package reaches its destination. Additional charges for customs clearance must be borne by the customer.

Customs policies vary widely from country to country. If in doubt, you should contact the local customs office for further information.

When ordering from The Westie Rescue Scheme Online Store you are considered the importer of record and must comply with all laws and regulations of the country in which the goods are being received.

ORDER CANCELLATIONS

Orders may be cancelled or amended in part or whole at any time prior to dispatch. Please contact the to cancel an order.

Orders cannot be cancelled after despatch. However, should you decide to cancel your order after it has been sent but within 7 working days of the date of delivery, you may return the order for a full refund.

Please give as much information as possible with any cancellation or query, e.g. order number, name & address, contact telephone number and email address. Please make sure all items being returned are adequately protected and insured for transportation as we cannot be held responsible for loss or damage to goods in transit being sent to us via a third party. The refund will be transacted upon receipt of the goods back into our possession.

REFUNDS & RETURNS

Returns Policy (damaged goods on arrival)

Every possible care is taken to ensure that goods are in perfect condition when despatched.

Please contact the for a returns authorisation number immediately upon receipt of goods which appear faulty or damaged in transit. Regrettably we cannot offer a refund or exchange for any goods which have been used or damaged due to abuse/improper fitting etc.

Goods which are damaged on receipt must be returned within 14 days of delivery. When returning the order please ensure the package is secured and appropriate insurance obtained. You will be refunded for any reasonable postage and packing costs you incurr when returning faulty items within 14 days of original delivery. The refund will be transacted upon receipt of the goods back into our possession.

Returns Policy (incorrect goods despatched - our fault)

If you receive goods which you consider to be incorrect please contact the for a returns authorisation number immediately.

Goods which have been incorrectly despatched must be returned within 14 days of delivery. When returning the order please ensure the package is secured and appropriate insurance obtained. You will be refunded for any reasonable postage and packing costs you incurr when returning faulty items within 14 days of original delivery. We will not refund postage costs for returns received after 14 days following delivery. The refund will be transacted upon receipt of the goods back into our possession.

Returns Policy (incorrect goods despatched - your fault)

If you have ordered incorrect goods from our shop and wish to make an exchange/part exchange for the correct items please contact the for a returns authorisation number immediately. We will exchange goods at our discretion, with cash adjustment either way, providing we receive them back asap, in perfect condition and in original packaging. You will be refunded for any reasonable postage and packing costs you incurr when returning incorrectly ordered items within 14 days of original delivey. We will not refund postage costs for returns received after 14 days following delivery. The refund will be transacted upon receipt of the goods back into our possession. We may, at our discretion charge a re-stocking fee of 15% of the order value excluding shipping/postage to cover our administration costs.

Distant Selling Regulations

Under the 'The Consumer Protection (Distance Selling) Regulations 2000' the customer has a right to return or cancel an order within 7 days of the order being placed and received by the customer. We offer an additional 7 days above and beyond this requirement to ensure total customer satisfaction. Customers are not obliged to return items where the order has been cancelled or where we have despatched incorrect or faulty goods. You are however obliged to allow us access to collect the goods as we may require. To cause less inconvenience we request that customers return the goods as quickly as possible themselves to ensure a speedy refund. We will refund all reasonable postage and packing costs incurred when the order is returned to us.

We do not accept returns or refund on any items ordered following expiration of the 14 day timeframe from date of delivery.

SECURITY POLICY

Data Protection

All information you choose to store on this site will be treated in confidence and be used subject to our Terms of Use.

We will not disclose your personal information to third parties without your permission, except in circumstances where we are legally obliged to do so. The information you deposit with us will be used solely in fulfulling your order and, where you have given your explicit permission, in keeping you informed about The Westie Rescue Scheme.

These uses of your personal data are covered by our registration under the Data Protection Act, which gives you the right to obtain a copy of the information we hold about you. If you have any concerns about this site with regard to the Data Protection Act please contact the .

Privacy Policy

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).

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

We will not e-mail you in the future unless you have given us your consent. We will give you the chance to refuse any marketing emails from us. The type of information we will collect about you includes: "your name" "address" "phone number" "email address" "credit/debit card details".

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 the . 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. 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 contact the .

Should you have an enquiry relating to the content of this page please email the webmaster.