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.
1 Website Ownership
www.hamster-homes.com is a website owned by The Little Pet Company (Scotland) Ltd based in the UK. Our registered company details are as follows:-
Company Registration Number: SC561350
VAT Registration Number: 376 2553 76
2 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.
3 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.
4 Pet Home Deliveries
We use various delivery partners, depending on the size and weight of your parcel.
For Pet Home sales, we will get in touch approx 2-3 days before your order is ready for dispatch to confirm the courier and due delivery date. We don’t dispatch Pet Home orders until customers confirm they are happy with the arrangements.
Pet Homes & Stands require a signature on delivery, so someone will need to be present at the delivery address, and/or instructions specified to leave in a safe place, or with a neighbour as appropriate. Where customers have specified a safe place, parcels will be left at the customer’s own risk. Neither we, nor our delivery partners, can take responsibility for loss, theft or damage to parcels where they have been left in an unsecure place.
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.
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 outside our control.
5 Order Cancellation (prior to dispatch)
Accessory only orders 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.
Made-to-order items including Pet Homes, Stands, and Replacement Parts may be cancelled by the customer within a limited time period of 7 days, subject to the following Terms and Conditions:
5.1. Within 7 days of the order date, a cancellation fee will be charged at 5% of the Total Order Value to cover the cost of card payment processing fees which are not reimbursed to us when a customer cancels.
5.2. After 7 days, the Order can no longer be cancelled as we will have purchased the materials, scheduled your order into our work plans, and started work on your order.
6 Returns Policy (following dispatch)
6.1 Accessories (excluding made-to-order items) – Small accessories may be returned at your own expense up to 14 days after the date of receipt, but please notify us of the items you will be returning before you do so. Goods must be received within original packaging and in a fully re-sellable condition, otherwise we will deduct the cost of any damage from the amount refunded.
6.2 Made-to-order Items – Made-to-order and Custom-made Pet Homes, Stands and Replacement Parts are non-returnable.
7 Faulty, Missing or Damaged Goods
We try our best to ensure your order is received in perfect condition, but where there are missing parts, or a fault or damages have occurred, please notify us by email within 3 days of receipt, enclosing photographic evidence of the issue. We will replace any parts found to be damaged or defective.
Any further issues must be notified to us by email, enclosing photographic evidence, within 14 days of receiving your order.
8 Disclaimers
8.1 We use 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.
8.2 Wood is a natural material which responds to temperature and humidity variations by expanding and contracting. The conditions of your home 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.
8.3 All our Pet Homes are supplied with a Care Instruction sheet to help prolong the life of your pet home. We cannot accept liability for issues arising as a result of the Instructions provided not being followed, or for any damage caused by your pets.
8.4 Our Pet Home products are built using untreated timber for indoor use only.
9 Our Right to Cancel
We reserve the right to cancel orders at our own discretion. This includes the following:-
9.1 where orders have been placed from delivery destinations outside mainland UK, and/or a freight forwarding address has been used.
9.2 where we believe orders and associated payment transactions to be fraudulent.
9.3 where we have already advised the customer we do not wish to enter into a customer/supplier arrangement.
9.4 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.
9.5 where an order has been sent out, but is returned to us as “address unknown” or “delivery refused”.
Cancellation of orders under conditions 9.1, 9.2 or 9.3 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 9.4 and 9.5 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.