1) Order Confirmations: Upon submitting an order using our automated shopping basket system, you will receive an e-mail confirming that your order has been received and that your transaction has been authorised. We may also contact you to notify you of any additional shipping charges (see paragraph 4) and to arrange a time for delivery. If you submit an order requesting payment by any other method you will receive an 'Order Confirmation' by phone or E-mail once payment has been received.

2) Payment Options: Pro Pet Shop accepts only a payment by PAYPAL (www.paypal.com), money order, bank transfer or cash by mail. Where payment is made by cheque the order will be deemed to have been placed at such time as cleared funds are received into the account of Pro Pet Shop. In these cases delivery times will apply from the clearance of funds (see paragraph 3).

3) Postage and Packing: We aim to despatch your goods between 3 and 15 days from the placement of the order (see Paragraph 2). However at times of high demand please allow 21 days for delivery. We despatch our products by courier or German Postal Service. Products are either packaged in carton or shrink wrapped and banded. Customers should be aware that our larger items may weigh up to 30 kg and as such should be handled with care. Pro Pet Shop can accept no responsibility for injury caused through the handling of heavy product.

4) Delivery Charges: These are included in the prices quoted for weekday delivery to the most European countries. Delivery at other times or locations will be subject to an additional delivery cost. In this case we will contact you to make you aware of this additional cost and ask for your approval to process the order. Where goods are shipped abroad, the customer may be responsible for payment of local taxes & duties where applicable, (see paragraph 12).

5) Delivery: It is our intention to make the delivery of your product as hassle free as possible. In order to achieve this we will contact you once your product nears completion to agree a delivery date, and will notify you at the time of despatch if for any reason this date cannot be met. However, customers should be aware that the courier services used by Pro Pet Shop are independent and as such delivery times and dates may vary beyond our control. Whilst every effort is made to minimise these risks, Pro Pet Shop cannot be held responsible for deliveries not arriving on a specified date agreed between the customer and Pro Pet Shop.

6) Product availability: In order to offer you best value for money we keep only a limited stock of finished goods. Most products are built to order allowing us to tailor our products to our customers individual needs. For this reason customers should be aware that prioritising an order will effect the delivery dates to other customers and so may be subject to a pricing levy. Whilst every effort will be made to supply the items as specified, the product materials used are subject to availability and may change from time to time. Pro Pet Shop reserves the right to substitute items of similar or higher value, where appropriate, should the need arise. Where there are prohibitions on any items to certain countries, those items will be substituted with alternative items of a similar value.

7) As a result of our policy of continuous improvement, our designs may be subject to change from those represented on this web site and in our product literature without notice. In these circumstances we may provide a substitute. Whilst we try to avoid this happening, we guarantee that the item provided will be of at least equal quality and value, and will be fit for the same purpose as that intended for the original item.

8) Returns Procedure: Pro Pet Shop makes every effort to ensure products arrive in good condition. However, in the unlikely event of a product arriving damaged in any way, or if you are not satisfied with the product on the grounds of quality or workmanship, customers should contact Prp Pet Shop within 7 days of receipt. The product should be re-packed and returned within 14 days. We will then arrange a replacement or full refund. No refund can be greater than the value of the product at the time the product was ordered. Proof of purchase will be required. Returns made for reasons other than those listed above will be subject to a restocking charge of 20% of the value of the goods returned.

9) Refunds: Refunds for valid claims will be made via the same method of payment as used to place the order.

10) Retention of Title: This remains with Pro Pet Shop until the goods are paid for in full.

11) Responsibility for Local Taxes & Duties: These are the responsibility of the shopper or recipient in the country of destination.

12) Value Added Tax (VAT): Prp Pet Shop is VAT registered, 16% Tax is included in every price.

13) Confirmation of Despatch: Confirmation of despatch of orders will not be sent unless specifically requested.

14) Invoices: Paper invoices will be sent with every order.

15) Order Inquiries: To pay using credit or debit cards over the phone, to follow up on the delivery of a product or for any enquiries contact: International - Telephone +0049 6205 284999 or you can email us on pro-shop@t-online.de

16) Data Protection: Pro Pet Shop does not sell to anyone its database of customers and information contained on customers remains confidential to the company. 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 two reasons: firstly, to process your order and secondly, to provide you with the best possible service. Should you wish to contact us regarding our Privacy Policy please contact us by e-mail at pro-shop@t-online.de

17) Customers are welcome to contact Pro Pet Shop to request bespoke products to meet their individual needs. In situations where an order for a bespoke product is placed and subsequently cancelled, Pro Pet Shop reserved the right to retain a portion of the refund equal to the cost of the materials and labour incurred in the manufacture of the product between the time of placing the order and the time of cancellation.

18) Trade orders: For trade enquiries please contact us by e-mail on pro-shop@t-online.de stating your business name and disclosure contact information.

19) Unforeseen Circumstances: While every effort will be made to meet shoppers demands, cancellations or variations may be necessary as a result of Act of God, War, Strike, Lockout, Labour Dispute, Fire, Flood, Drought or other causes beyond the control of Pro Pet Shop.

20) If you have a complaint, please contact us immediately by e-mail to pro-shop@t-online.de or by phone International - Telephone 0049 6205 284999. All complaints will be acknowledged within one working day. Any complaint will be dealt with fairly, effectively and confidentially. These complaints will be dealt within seven working days. These terms and conditions do not affect your consumer's statutory rights.

21) Governing Law: These terms and conditions shall be governed by and construed in accordance with the Law of Germany and you hereby agree to be subject to the jurisdiction of the courts of Germany.

22) By placing an order with Pro Pet Shop you agree to be bound by these terms and conditions.