Terms

About Us

Animal Instinct specialises in bring you the best quality products for the welfare and security your pets. Originally established in 1994 as a traditional pet shop, we are completely dedicated to your total satisfaction.

How to contact us at Animal Instinct:

You can email us using the link to the ‘Contact Us‘ page.

You can call us at:
Phone: 0208 133 8738

You can write to us at:
Crossway Ventures Ltd
483 Green Lanes
LONDON
N13 4BS

N.B This is not address to return goods. Please see returns policy below.

Making A Purchase

Making a purchase could not be easier. Just browse our store, and click on any items that you wish to buy and put them into the shopping basket. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete your order. You can order online only. We do not take payment for orders over the phone.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. In the case of a product no longer being available or a change of price, we will always contact you first to ensure that the price is acceptable.

While we try and ensure that all prices on our Web site are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

We accept Visa, Mastercard and debit cards. All card payments are processed by Paypal online payments, so you can shop in complete confidence and security.

Shipping and Handling

All orders are shipped via Royal Mail or parcel/ freight carriers in the case of larger items.We offer Free Delivery on all orders over £100 to most of mainland UK. For smaller orders a modest P&P charge from £4.95 is applied to cover costs.

Scottish Highlands and other remote areas may be subject to an additional charge. If you require delivery to these areas (see postcodes) please contact us by email or phone so we can confirm shipping charges and delivery times.

Postcodes which may be affected include:
AB, IV, KW, PA, PH, HS, KA.

N.B. We regret we are unable to deliver outside of UK mainland.  This includes Northern Ireland, Isle of White, Isle of Man, Channel Islands & Irish Republic.

Over 90% of orders are despatched on the sameday (if received before 12 noon). Typically you will receive your order either the next or following working day, but we ask that you allow up to 5 working days from receipt of your order confirmation.

If any items are out of stock, we will let you know by email as soon as possible. We will inform you of an estimated date when we will endeavour to complete your order.

Delivery Schedule

We know that fast reliable service is important to customers:

STANDARD (UK MAINLAND) – Up to 5 working days from despatch.

All orders are delivered during normal working hours. A signature will be required for all orders delivered via carrier.

IT IS YOUR RESPONSIBILITY TO INSPECT ALL GOODS ON ARRIVAL BEFORE SIGNING FOR THEM.
All packages which show ANY SIGN OF DAMAGE MUST BE SIGNED FOR “DAMAGED” or REJECTED.
ANY SIGNED FOR DAMAGES MUST BE REPORTED WITHIN 24 HOURS or your claim may be rejected.

If you sign the proof of delivery as “Received in Good Condition” or “UNCHECKED” or similar and the contents are subsequently found to be damaged, your claim may be rejected.

Back Orders

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped. If the lead time for an out-of-stock item is very long we may have to cancel your order.

Credit Card Security

All online card payments are handled by Paypal so you can be assured of security of your financials details. Our website also uses 128 bit encryption software allowing you to order in the confidence that your personal details are being transmitted at the highest level of security. On ordering, you may experience a short delay as our website connects to our secure server. Please be patient as we feel a short wait is a small price to pay for the peace of mind that comes with Secure Ordering.

We know of no documented cases of credit/debit card fraud using our shopping system over the Internet.

PLEASE CONTACT US IMMEDIATELY IF YOU HAVE ANY CONCERNS.

Guarantee

At Animal Instinct we take pride in the quality of our products and service. We want all our customers to be delighted with their purchases. Our customer satisfaction guarantee means that can shop with confidence.If a product is damaged on arrival or incorrect in any way, just let us know promptly and we will sort it out as quickly as possible.We also understand that sometimes customers change their mind or mistakenly order an incorrect product. So, if you are not entirely satisfied with your purchase, you can return it to us, unused and in the original packaging, within 14 days for a full refund (less return shipping).

You must always contact us first for Return Authorisation. See Returns Policy for details.

N.B. Animal Instinct accepts no liability for damage or injury while using any of its products and always recommends birds are supervised while using them.

Reaching Us

If you need to reach us, please email us using the link to the ‘Contact Us‘ page or call us Monday – Friday, 10am – 5pm on: 0208 133 8738

Privacy Policy & Cookies

Animal Instinct does not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other party.Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Advise our customers of new products or offers
d. Only disclose information to third-parties for goods delivery purposes

Any data is held and used in accordance with the EU GDPR and UK Data Protection Act 2018.

The privacy policy forms part of the agreement between us, and by purchasing goods from our site, you agree to be bound by the terms and conditions of the agreement between us. You also give your consent to the way we may handle your personal data in the way stated in this policy statement.

We may also contact you by email in respect of special offers or competitions. You may unsubscribe at any time from our contact list by using the “unsubscribe” link a the bottom of such emails. We do not send random marketing emails to personal email addresses (spam).

Registered Office

For legal and official notices only: 11 Moor Street, Chepstow NP16 5DD.
All other correspondence should be sent our contact address.

Returns Policy

Our returns policy is quite simple. If you are not satisfied with your purchase, you may return it to us within 14 days for replacement or refund. Returned items must be unused, in saleable condition and with all original packaging intact.

N.B: Items that have been partially or fully assembled are deemed used goods and we are therefore not able to offer refunds.

If you are returning the goods because they are faulty or due to an error on our part, we will pay the costs to return the item and sending a replacement to you. Otherwise you will be responsible for the actual costs of shipping the item(s) to you and returning them to us.

Your statutory rights are not affected.

To return an item, email us for a RETURN AUTHORISATION NUMBER before sending any goods. Please wrap the package securely. We will then advise how to send back to us or arrange collection with our carriers, depending on size of package.