Please read the Terms and Conditions before placing an order.  By accepting the T&Cs, you are confirming you have read and understood the conditions of sale.

Website Ownership

www.hamster-homes.com is a website owned by The Little Pet Company (Scotland) Ltd based in the UK.  Our company is registered at Companies House with Registration Number: SC561350.

Delivery Locations

We ship to the UK Mainland only at this present time.

Any orders received from destinations outside the UK Mainland without prior agreement will be cancelled by us, and refunded back to the customer with an admin charge of 5% of the total order value deducted from the refund amount.

Lead Times

Pet Homes, Stands, and Replacement Parts are made to order, and there is a lead time for making your goods.  The current lead time, which is variable, is displayed on each product listing, on our Delivery Info page, and at Checkout.

Pet Home Deliveries

  1. We use various delivery partners, depending on the size and weight of your parcel.
  2. For Pet Home orders, we will be in touch approx 2-3 days before your order is ready for dispatch to confirm the courier and due delivery date.  Your Pet Home order will not be dispatched until we have positive confirmation that the due delivery date suits.
  3. Due to our rural location in Scotland, and the large and heavy nature of our parcels, delivery services cannnot be guaranteed for delivery on the expected delivery date, although they work to schedule around 95% of the time.
  4. We advise customers not to make arrangements to collect pets before your pet home has arrived, as we cannot be held responsible for deliveries failing to arrive on the scheduled date due to circumstances beyond our control.
  5. Pet Homes & Stands require a signature upon delivery, so someone must be present at the delivery address, and/or instructions specified to leave in a safe place, or with a neighbour.
  6. Where customers have specified delivery instructions, parcels will be left at the customer’s own risk.  Neither we, nor our delivery partners, can take responsibility for loss, theft or damage where parcels are left in an unsecure place.

Order Cancellation (prior to dispatch)

Wood products that are made-to-order by ourselves including Pet Homes, Stands, Replacement Parts and our own branded Accessories may only be cancelled within a strictly limited time period of 7 days, subject to the following Terms and Conditions:

  1. Within 7 days of the order date, orders may only be cancelled prior to being notified that your order is complete and ready for dispatch. A cancellation fee will be charged at 5% of the Total Order Value to cover the cost of card payment processing fees. 
  2. If we have started/completed your order within 7 days to meet an expedited deadline (such as pre-Christmas delivery), a pro-rata cancellation fee will be charged relative to the amount of work completed.
  3. After 7 days, the order can no longer be cancelled, as we will have purchased the materials, scheduled your order into our production plan and staffing levels, and started/completed work on your order.

Accessory only orders for items we hold in stock (excluding hand made fabric products) may be cancelled as long as we have not already dispatched the order.  Once dispatched, the order will be subject to our Returns policy – see below.

Order Cancellation of hand-made fabric products

Fabric products hand made by our Etsy supplier including fleece liners and associated items are not eligible for order cancellation, as our supplier will have ordered in the material as soon as the order is placed.

Returns Policy (following dispatch)

  1. Made-to-order Items – Made-to-order Pet Homes, Stands and Replacement Parts, and fabric products hand made by our Etsy seller including fleece liners, pads etc are non-returnable.
  2. Accessories (excluding made-to-order items) – Small accessories (excluding made-to-order items, and hand-made fleece products) may be returned at your own expense up to 14 days after the date of receipt, but please let us know you will be returning the items before you do so.  Goods must be unused, and received within original packaging and in a fully re-sellable condition to be eligible for refund.  Where the return is simply due to a change of mind, the item(s) value will be refunded minus a 15% restocking charge and original delivery costs.

Faulty, Missing or Damaged Goods

We do our best to make sure your order arrives in perfect condition, however, due to the large and heavy nature of our parcels, there is a small risk of transit damage. Any damage or missing parts must be notified to us within 3 days of receipt including photographic evidence, so we can resolve the problem quickly and make a claim against the courier company where applicable.

Where necessary, we aim to dispatch replacement parts within 3 working days of being notified of the issue.

Any further issues must be notified to us by email within 14 days of receiving your order.

Disclaimers

  1. We deliver within the UK only.  As such, we are unable to accept liability for any issues including loss or damage arising from orders being forwarded to international destinations outside the UK.
  2. We do not accept liability for any of the following:
    • where issues arise as a result of the Care Instructions provided not being followed correctly.
    • any damage caused by using the product outdoors, or in an uninsulated garden building such as a shed.
    • any damage caused by your pets.
  3. Wood is a natural material which responds to temperature and humidity variations by expanding and contracting.  These conditions can lead to minor bending, warping or small cracks appearing as the wood adjusts to different temperatures.  We cannot be held accountable for changes that occur as a result of this natural process.
  4. Our Pet Homes are made using top quality joinery-grade timber.  Unlike engineered wood typically used in the mass production of furniture, the wood we use is subject to far fewer manufacturing processes, and hence variations in colour, knots, and hairline cracks are to be expected.  Any tiny discrepancies in the handcrafted nature of our products should not be viewed as a “defect”, but as something that gives each product a unique character.

Our Right to Cancel

We reserve the right to cancel orders at our own discretion.  This includes the following:-

  1. Where orders have been placed from delivery destinations outside mainland UK, and/or we are aware a freight forwarding address has been used.
  2. Where we believe orders and associated payment transactions to be fraudulent.
  3. Where we have already advised the customer we do not wish to enter into a customer/supplier arrangement.
  4. Where a customer has been contacted to arrange delivery using all means of contact provided on their order, but we have not received a reply.  In this instance, we will hold the order for a maximum of 4 weeks from the first date of attempted contact, after which time the order will be cancelled.
  5. Where an order has been sent out, but is returned to us as “address unknown” or “delivery refused”.

Cancellation of orders under conditions 1, 2 or 3 will be cancelled and refunded subject to a 5% cancellation charge deducted from the total amount refunded.

Cancellation of Pet Home orders or any other made-to-order goods under conditions 4 and 5 are non-refundable.

Privacy Policy

We collect information about you when you place an order, or when you subscribe to our Newsletter.  To find out more about what data we collect and how we use your data, please read our Privacy Policy.

Changes to these Terms

Please note these terms and conditions can be changed at any time.