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Terms & Conditions

These are our terms and conditions. Please read them with care.


Security

Our credit and debit card transactions are processed using SAGEPAY. SAGEPAY is an approved payments solution provider for most major banks or financial institutions such as Lloyds TSB Cardnet, Barclays, HSBC, American Express, Halifax and Bank of Scotland.

All card numbers are encrypted in using 128 bit encryption. This information is not kept or passed on to us. On-line transactions can also be processed using Paypal. Again, your security is of paramount importance to us and we do not keep your bank details.

Delivery

As part of our commitment we offer a fast, efficient delivery service. Orders received by 2pm Monday to Friday will normally be shipped the same day. Orders over £100 will be delivered free of charge, excluding large, heavy equipment items.

Large, heavy, equipment items such as tables and baths incur an additional charge. Where this applies you be advised at the time of ordering – both on-line where a stock message detailing this will be attached to the item and directly whilst on the telephone. These items are despatched via a specialist carrier for which a charge of £45 per pallet will apply. Please note that pallets will be delivered curbside.

Any delivery to the Scottish Highlands, Northern Ireland and offshore islands may be subject to a surcharge.

We politely ask you to notify us of any errors in your order within seven days of receipt so they can be rectified promptly.

Please note that orders placed on-line on Saturdays, Sundays and bank holidays, when we are closed, will be despatched the next working day.

UK Mainland Delivery

Orders over £100 will be shipped free of charge (excluding large, heavy equipment items as detailed above). Orders less than £100 will be charged at the following rate:

Small items posted as a large letter such as single blades, combs etc. £1.95

Up to 250g: £3.30    

251-500g: £3.65

501-750g: £3.95

701-1kg: £4.40

1.01kg-2kg: £6.70

2kg+: £6.87 (shipped express)

If there is an item that is required urgently, we can offer you an express delivery service:

Up to 1kg: £5.49
Above 1kg: £6.87

Please note that express deliveries take place Monday to Friday.

UK Offshore Delivery

Deliveries to UK offshore addresses are charged at individual rates in line with prices from Royal Mail. These are available at the time of ordering and will feature on-line at the basket checkout.

EU Delivery

Deliveries to European countries will normally be made via road courier and will be charged according to product size and weight. This will be added at checkout. Care must be taken to ensure that the destination address is provided accurately, and that the destination country is completed in the country field in order that the correct freight can be quoted, and on acceptance charged to the order. For specific delivery charges of your item or to your country, please contact us for a quote: 01635 581958, option 1.

International Export

Please email us at export@groomers-online.com for a shipping quote.

Unfortunately due to aviation regulations we are unable to send aerosols by air.

Distance Selling Regulations

Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods aren’t faulty. We will offer a refund to customers if you have notified us in writing within 14 days of receipt that you wish to cancel your order. Cancelled goods must be returned to Groomers Limited within a further 14 days after we have been notified. We will refund customers within 14 days of receiving the goods back.

No reason for return is required.

Please note that you will be responsible for the cost of returning the goods to us unless we delivered the item to you in error or the item is faulty.

Your unwanted item must be in a re-saleable condition and in the original, undamaged, unopened product packaging with any labels still attached.

We recommend you keep the original shipping box and wrap the return item well to avoid damage in transit. Please remember the packaging of the item is the responsibility of the sender, not the courier and Groomers Limited reserve the right to apply a 10% return to stock handling charge if an item is received unsuitable for re-sale.

If you are returning a large item such as a table or bath, please ensure you keep the original pallet and packaging as used for delivery. This will be required by the courier for collection and return.

Please be aware that the following items are non-returnable:

  • Goods made to order
  • Sealed media such as DVDs and CDs
  • Gift vouchers

Any returns or exchanges on items purchased at events or shows will attract a standard delivery charge.

Please remember to include a Groomers Return Form which you can download from our website or, if you prefer, a covering letter including your full name, address and contact telephone number so we know who the package is from. We will need to contact you to arrange payment or a refund.

Although this is a rare occurrence, we highly recommend using recorded post so that you can track your package should it go astray.

Refunds

We will aim to refund all items within 24 hours of receipt (subject to our returns policy).

Please allow 3-5 working days for the payment to reach your debit or credit card as standard. We can only refund any amount due on the card used for original payment.

 

Servicing & Repairs

If you need to return an item for service or repair please ensure it is packed in the following way:

  • Ensure the clipper or dryer is clean, dry and free from hair. Dirty clippers will not be serviced.
  • Remove the stand and nozzles/hoses from dryers and any blades from clippers.
  • To avoid damage, wrap the item well in bubble wrap or similar before putting it in a strong box. Pack tightly so it cannot move around in transit.
  • Tape the box using strong tape and then wrap in plastic to avoid water damage if transiting in bad weather.
  • Address the box clearly with both the delivery address and sender details.
  • Include a covering letter.

We highly recommend sending your item by registered post or courier so you are able to track your package should it go astray.

A charge is levied for servicing of items outside of warranty and for items to be repaired outside of our normal guarantees. This does not affect your statutory customer rights.

Warranties

Please note that warranties are not valid on any item shipped outside of the United Kingdom. Most manufacturers have their own warranty terms as detailed on-line or in our catalogue as part of the product details.

Warranties apply to goods used for appropriate working practice such as motors, casing and leads. If however it is deemed an item has been misused or damaged then the warranty will be null and void. We reserve the right to contact an independent specialist to evaluate items in question. Evidence of this independent advice will be provided to the customer.

All Groomers branded items have a 1-year warranty.

Pre-Loved Items

Items have a 7 day cooling off period and so can be returned for a full refund in the same condition as they were bought. Postage will be paid by the purchaser.

 

Goods Colours & Colour Reproduction/ Images

It is regrettable that we are not always able to provide customers with colour-perfect images of our items on the website or catalogue. Customers accept that the photographs we make available on our website or catalogue are as accurate as possible but are provided for informational purposes only, in order to give prospective customers a guide.

Website and Catalogue Content

Groomers endeavour to ensure that any content shared with stakeholders is accurate and with purpose. We reserve the right to publish product reviews and customer feedback where suitable and we will never share information or questions of a sensitive nature. Customers wishing to remain anonymous may do so. Statutory rights are not affected.

Catalogue Descriptions & Pricing

Whilst every care has been taken to ensure descriptions, measurements, colours and prices are accurate at the time of going to press, Groomers Limited reserves the right to affect changes at any point in time. To the best of our knowledge notifications of any amendments will be given at the time of ordering, however some supplier changes are not always identified to us at the time of delivery. Should a product not fit the description to the customer’s satisfaction it can be returned to Groomers Limited under the Return conditions as previously detailed.  Through the year prices are subject to change, possibly linked to currency fluctuations. We will endeavour to absorb cost increases but on certain occasions or extremes may need to pass those on to continue selling a product. Prices may go down as well as up. Latest prices are available on www.groomers-online.com.


Rewards Club

Groomers Rewards Club is available to all UK customers unless they are on a specific, contracted tariff that opts them out. When complete Reward Cards are returned to the office the customer’s account will be credited to the value of the completed card – currently £30 and the customer notified by credit note. Groomers Limited reserve the right to change the redemption value of a completed card at any time. A full address and email is needed at the time of return to credit an existing account or to set up a new account. 

Limitations of the Rewards Club scheme:

Reward Club stamps are not included in overseas orders.  Rewards Club stamps are not available for use with any other existing or future offers or discounts. Stamps and cards provided as part of our Rewards Club have no monetary value. Call 01635 581958 for full details.

Contacting Us

If you wish to contact us, please email us at sales@groomers-online.com or via the ‘contact us’ page


To telephone:
From the UK: 01635 581958
Outside the UK: 44 1635 581958

Alternatively, you can mail us at:

Customer Service
Groomers Limited
137 Greenham Business Park
Newbury
Berkshire
RG19 6HN

 

Office hours: Mon to Fri 8.30am-5pm, excluding bank holidays.