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

We use various delivery partners, depending on the size and weight of your parcel.

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.

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 beyond our control.

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.

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)

Made-to-order items including Pet Homes, Stands, Replacement Parts and our own branded Accessories may be cancelled by the customer 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 where a delivery date has not yet been agreed with the customer, however, a cancellation fee will be charged at 5% of the Total Order Value to cover the cost of card payment processing fees.
  2. 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 work on your order.

Accessory only orders for items we hold in stock 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.

Returns Policy (following dispatch)

  1. Made-to-order Items – Made-to-order Pet Homes, Stands and Replacement Parts are strictly non-returnable.
  2. 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.

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.

Disclaimers

  1. Our Pet Home products are built using untreated timber for indoor use only and are not suitable for use outdoors.
  2. Our Pet Homes are supplied with a Care Instruction sheet to help prolong the life of the product.  We cannot be held liable for issues arising as a result of the Instructions provided not being followed, or for any damage caused by your pets.
  3. 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.
  4. 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.

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 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.