You will be able to speak to a member of our customer service team from 8.30am to 4.30pm Monday to Thursday and 8.30am to 3.30pm on a Friday. We aim to respond within 24 hours on weekdays to all enquiries and our helpful and friendly team of experts are happy to answer any of your queries, offer advice and give recommendations on our range of products.
There are our terms and conditions. Please read them with care.
Security
Our credit and debit card transactions are processed using Stripe. This is an approved payments solution provider for most major banks or financial institutions. All card numbers are encrypted using a 128 bit encryption. Online transactions can also be processed using PayPal or Klarna. This information is not kept or passed on to us.
View our Privacy Policy for more information: Privacy Policy
Delivery Service
As part of our commitment we offer a fast, efficient delivery service. Orders received by 12pm Monday to Friday will normally be shipped the same day. UK Mainland orders over £100 will be delivered free of charge to mainland UK.
Any delivery to the Scottish Highlands, Northern Ireland and offshore islands may be subject to a surcharge.
Large, heavy, equipment items such as tables and baths are despatched via a specialist carrier.
PLEASE NOTE: Pallets will be delivered curbside, so ensure that you have the correct assistance to bring your product into your premises.
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 be aware that orders placed online on a Saturday, Sunday and bank holidays, when we are closed, will be despatched the next working day.
UK Offshore Standard Delivery
Deliveries to UK offshore addresses (including Northern Ireland, Scottish Highlands and Islands) are charged at individual rates in accordance with prices from Royal Mail or our courier service. These are available at the time of ordering and will feature online at the basket checkout.
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 within 14 days of receipt of your order that you wish to return your goods. 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 goods must be unused 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, bath or cabinet, the item will need to be packaged safely on a pallet, this will be required by the courier for collection and return. If payment is required the cost is from £45.00 per pallet.
Please be aware that Gift Vouchers are non-returnable.
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 or, if you prefer, a covering letter including your full name, address, contact telephone number, order number and email address so we know who the package is from in order to process your return.
Although this is a rare occurrence, we highly recommend using recorded post so that you can track your package should it go astray.
Returns should be mailed to: Returns, Groomers Limited, 137 Greenham Business Park, Newbury, RG19 6HN
Refunds
We'll aim to refund all items within 24 hours of receipt in the same way you paid for your product.
If you paid by credit/debit card, the money will go back onto the same card.
Please allow up to 5 working days for the refund to show in your account.
Servicing & Repairs
If you require an electrical item outside of warranty to be repaired or serviced please call our Customer Service department 01635 581958 for an external recommendation. We no longer offer this service in-house.
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.
Discount Exclusions
Any discounts or discount codes issued for our website or new customers cannot be used in conjunction with any other offer or discount. Some products may be exempt from discounts. Groomers reserve the right to amend or withdraw any promotions, offers or discounts at any time.
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.
Please note that product descriptions, blogs, images and graphics are subject to copyright. If you would like to use our graphics, please get in touch with us to ask our permission before doing so.
Please note that our catalogue prices may not always match up to the prices you see online due to inflation, cost and other variables. They are therefore subject to change and we reserve the right to affect these changes at any time.
Descriptions & Pricing
Whilst every care has been taken to ensure descriptions, measurements, colours and prices are accurate, 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 Returns 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.
Pro Treats Terms & Conditions
General
Collecting Pro Treats
Redeeming Pro Treats
Spending Pro Treats
Returning Goods
How to Contact Us
Email: customer.service@groomers-online.com
Phone: (+44) 01635 581958, Option 1
Postal Address:
Customer Service
Groomers Limited
137 Greenham Business Park
Newbury
Berkshire
RG19 6HN
Office hours: Monday to Thursday 8.30am - 5pm and Friday 8.30am - 4pm, excluding bank holidays.
Terms and conditions are subject to change by the company at any time, this does not affect your statutory rights.
