Terms, Conditions & Customer Service
Scruff MacDuff is a trading subsidiary of Phytoscience (Europe) Ltd
If you want to contact us then please send us an e-mail, fill in the form below, telephone, fax or write:
Tel: +44 (0) 1506 848 966
Orderline open 08:30 to 17:30 - Monday to Friday, 9:00 to 12:00 on Saturday.
Mill Road Industrial Estate,
Linlithgow, West Lothian,
SHIPPING CHARGES AND DELIVERY TIMES
We generally send all orders placed before 12.00 noon on the same day. Orders placed after 12.00 noon are generally sent out the following day.
We offer the choice of
- First class delivery
- Second class delivery
- Courier delivery
Courier delivery has the advantage of being able to track the parcel. Also there is a 99.9% chance that next day delivery will be achieved. The Royal Mail only achieves 86% next day delivery on first class mail.
Carriage is calculated on the weight of the consignment and is based on three tiers for normal mail deliveries. Courier deliveries within the UK are independent of weight and cost £6. Courier deliveries outwith the UK are charged depending on weight and delivery address.
Light weight consignments:
The majority of orders will be light weight consignments and will be charged as follows:
Second class UK deliveries: £2.00
First class UK deliveries: £2.50
European deliveries (within the EC): £3.00
International deliveries (non-UK, non-EC): £4.00
Moderate weight consignments:
If you order 4-5 items, or 2-3 heavy items, you may be charged for a moderate weight consignment as follows:
Second class UK deliveries: £2.00
First class UK deliveries: £3.00
European deliveries (within the EC): £4.00
International deliveries (non-UK, non-EC): £6.00
Heavy weight consignments:
Very large orders may be charged as heavy weight consignments, but this is very uncommon:
UK deliveries: £6.00
European deliveries (within the EC): £10.00
International deliveries (non-UK, non-EC): £25.00
Non-deliverable, Refused amd Unclaimed Orders
If an order is returned, refused or unclaimed by the customer due to customer refusal, customer negligence/absence, or customer providing incorrect shipping information, we will attempt to contact via phone or email. In order for us to resend the item we will have to recharge the postage costs for your parcel.
ORDERING & PAYMENT
We do not store credit card details nor do we share customer details with any 3rd parties.
From the home page of the store, there are three ways to find what you want:
Buying from our site is easy and secure. When you place an order, you can feel confident that your credit card information is protected by Worldpay's secure server.
If you choose to pay by card you will be transferred to Actinic Payments secure server where your card details will be taken. All transactions are then dealt with by Actinic Payments.
If you choose to pay by cheque or postal order then you will be given the option to print out an order confirmation. Please then make your cheque or postal order out toPhytoscience (Europe) Ltdfor the total amount and cross A/C Payee. Then post to:
PRIVACY & SECURITY
Phytoscience (Europe) Ltd is committed to protecting your privacy. We will not disclose information about you to third parties. We will only use the information we collect about you lawfully and in accordance with the Data Protection Act 1998. Information collected by our site is only used to take and fulfill your order, and we will only dislose information to third parties for the purpose of delivering your goods. The type of information we collect about you includes; your name, address, telephone number and email address. The information we hold will be accurate and as up to date as your last contact with us. You can check the information we hold about you on request by email. If you find any inaccuracies we will delete or correct it promptly.
Phytoscience (Europe) Ltd fully honours our manufacturers warranties with all goods guaranteed against defects in material or craftmanship. This does not cover general wear and tear, accidents, improper care or misuse, or damages caused by your four-legged friend's chewing habit. Consequential and incidental damages are not recoverable under this guarantee.
RETURNS & EXCHANGES
If goods are returned as being faulty then we will exchange them free of charge.
If, for any other reason, a customer wishes to return goods to us, we will reimburse them for the value of the goods purchased less £1.50 and 5% of the value of the goods sent out. This is to cover our administration and packaging costs (our carriage charges are less than the actual cost of sending out the goods; and banks charge us both for taking money and reimbursing money). Please note this policy only applies to undamaged & unused goods.
If you have tried a product on your dog and it didn’t fit, but it is undamaged and we can resell it, then we will reimburse you (as above) or exchange it for another size. Please return the product with all tags and packaging, and remove any dog hairs, indicating whether you require a refund or exchange.
We hope that you are completely satisfied with your purchase. However if you are unhappy for any reason, you can return it to us, including your order number and a copy of the original receipt/invoice. As long as the goods are clean, free from animal hair, unused, undamaged and still sealed (where applicable), complete with the original packaging and are received in a re-saleable condition, we will either exchange the item as per your request or refund the cost of the goods (Administration Fee 5% Applies.) For items returned after 7 days, credit may be issued for the purchase price at our discretion. If you are exchanging the item and it is of differing cost, we will either refund back to your card or contact you for the extra payment. With the exception of faulty goods, we will charge postage for exchanges, so please measure your dog before ordering.