Terms & Conditions

Our Policy

It is our policy to provide a reliable and efficient service to our customers. We will be only too happy to answer your questions and offer advice. Any complaints that you may have will be dealt with expeditiously and we will always keep you informed.

The checkout system on our site does not require that you register your details.  Should you choose to register with us you will benefit from our reward points scheme and advanced notice of promotions, but we will not send countless e-mails promoting our products and services.

Promotions and special offers will be posted to the site regularly for all visitors.

Our product range is continually expanding, if there is an item you require but you cannot find it please contact us and, if possible, we will upload it for you.

We hope you enjoy trading with us and would appreciate any comments you may have that would assist us in improving this website and the service(s) we provide.

Privacy

This site uses SSL security and information submitted will only be used to fulfil the order you place.  Information will not be released to any third party not in involved in the provision of the service/product you have requested.

Membership

You do not have to register to shop with us, but should you wish to become a member you will receive at least 5% discount on every purchase, but not delivery charges.  Plus you will benefit from our Reward Point Scheme.  Your membership application will usually be activated within 24 hours of completion of your first order.  Discounts and points will not be awarded to any orders placed before activation.

Reward Points

Only registered members will be awarded points.  Reward points are automatically awarded when you place your order and can be redeemed against subsequent products ordered as full or part payment.  Points can not be used as payment for delivery/carriage charges.  Products on the site also display the price in points.

Discounts

When you shop with us for the first time you will receive 10% discount.  Please enter coupon code BH001 when you checkout.  If you have made a purchase from us before 6.5.2008 you can also take advantage of this offer.

Only the higher rate discount will be applied, eg promotional product with 20% discount will negate any other discount or coupon, unless higher than 20%.

Discounts are not applicable to carriage charges.  Free delivery items will be marked accordingly, as will any promotional shipping offers.

Returns

We will endeavour to ensure that you are completely satisfied with your shopping experience with BH DIY & PETS. If you are not happy with a product then please return it to us, but before doing so please read and understand the following:

You must contact us within 7 days of receipt of the product if you are not completely satisfied.

If you have not ordered the correct item it must be returned in its original packaging, (unopened). Carriage charges will not be refunded and we would recommend you obtain proof of posting when returning goods.  Carriage for returns to be at your cost.  Do not return goods without first contacting us.

Damaged goods must be reported immediately.  Please inspect all packages at time of delivery and report any damages to the carrier.  A refund for the product and carriage charges can only be made if you have followed this procedure.  We may ask that you supply digital photos of damages.  Do not return goods without first contacting us.

If we have made an error on your order or the product is faulty we will issue a 100% refund, including carriage charges, or replace the item. The correct items will be despatched at no extra cost to you.  Again, you must contact us before returning goods.

Your statutory rights are not affected.

Delivery

Charges are calculated based on the shipping weight of products, which will be more than the weight of the product itself.

Delivery and packing is charged at cost and includes VAT at the current rate where applicable.  We aim to despatch the day following receipt of order, but you should allow seven days to receive your order.  You will be notified by e-mail of any longer delays.  Please note that we only despatch Monday to Friday, not Bank Holidays, (eg orders received on a Friday will usually be despatched on a Monday).

You may cancel your order at any time prior to despatch.

A number of our products are only available for local delivery. Where possible items are marked accordingly.

If you need any assistance please contact us (tel: 0800 0132278)

Free Local Van Delivery

This service operates only in the Cleveland area and is free (subject to minimum order).  Please refer to our shipping info page for details.

If you have elected to pay on delivery please ensure that somebody is able to receive the order.  A receipt will be issued if paying by cash and  cheques must be made payable to BH DIY & PETS and accompanied by a valid guarantee card.  You can only pay on delivery if you live in the Cleveland area and qualify for local van delivery.  Your order will not be left without payment.

Royal Mail

The maximum weight for packages we despatch using this service is 2kg.

Courier

Our courier provides a 1-3 day service and charges vary according to delivery destination, (please see shipping info page). A signature is required so please provide delivery instructions and a day time contact telephone number.

Special Delivery

If you have any special delivery requirements please contact us prior to placing your order and we will be happy to quote.

Payment

We would prefer you pay by Paypal or Nochex.  However, if you wish to pay by cheque please make it payable to BH DIY & PETS and allow 7 days for payment to clear before your order is despatched.

We will only accept cash when goods are delivered by our local van.

Please note that our couriers do not take payments of any kind.

VAT

Prices include VAT which is charged at the current rate where applicable.

E&OE

These terms and conditions are not comprehensive and are liable to change without notice.