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Terms & Conditions

Announcement

We are open even later to ensure that we’re here when you need us!

We know it can be difficult to juggle queries and work during the day, that’s why we are delighted to announce that from Monday 4th February 2019, we are extending our Customer Service opening hours at both ends of the day.

You will be able to speak to a member of our customer service team from 8.00 am to 6.00 pm Monday to Friday. There are also a number of other ways you can get in touch with our team out of hours or over the weekend, including our online form, social media and email.

We aim to respond within 24 hours to all inquiries 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.

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.

If you opt in to our newsletter, you will be informed of special offers, competitions, new arrivals, events, useful grooming information and more! We promise never to pass on your details to any 3rd parties and ensure we don’t send you too many emails. Please see our privacy policy and terms and conditions for more information. You have the option to unsubscribe at any time in your account settings. This is in compliance with GDPR legislation from 25th May 2018.

View our Privacy Policy here: Privacy Policy

You also have the option to unsubscribe using the following link: Unsubscribe

Subscribe to our newsletter - Click Here.

Offers and Discounts

Offers are not to be used in conjunction with any other offer. Our offers are subject to availability and will not be available once stock is depleted unless otherwise stated. If an offer or discount has ended, it will not be redeemed. Groomers Limited retain the right to remove an offer at any time. Some offers are available online only – you will not be able to redeem all offers through our telephone sales line.

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. UK Mainland orders over £85 will be delivered free of charge.

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 that pallets will be delivered curbside. Please make sure 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 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 

UK Mainland orders over £85 will be shipped free of charge. Orders less than £85 will be charged at the following rate:

-          Small items posted as a large letter such as single blades, attachment 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 (including NI, ROI, Highlands and Islands) 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 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.

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 endeavor 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

  • The Pro Treats loyalty scheme is operated by Groomers Limited, 137 Seventh Street, New Greenham Park, Greenham, Thatcham RG19 6HW. Registered in England & Wales: company no. 36975057.
  • Groomers Limited can cancel, withdraw or alter the scheme at any time.
  • Pro Treats is an online only scheme and can only be collected or redeemed at www.groomers-online.com.
  • Customers who have multiple accounts cannot combine Pro Treats from multiple accounts to make one purchase or saving.
  • Groomers Limited can take any action it considers appropriate, including removing or suspending Pro Treats on any account if we have reason to believe you are abusing the scheme or associated offers.
  • Groomers Limited can remove Pro Treats on accounts that haven't been used for two years or have been closed
  • To benefit from Pro Treats you must be a United Kingdom resident.
  • For any further enquiries about Pro Treats, please call 01635 581 958 option 1 or email customer.service@groomers-online.com.

Collecting Pro Treat

  • The standard number of points you will collect are 4 Pro Treats for every whole £1 you spend on qualifying purchases (inclusive of VAT)
  • Pro Treat points will not be awarded on delivery charges.
  • 4 Pro Treats are not awarded for part £ spent. Therefore if £1.50 is spent (for example), you will receive 4 Pro Treats not receive 6 Pro Treats on a pro rata basis.
  • One Pro Treat point is worth one penny to spend on products online at www.groomers-online.com. We will not exchange Pro Treats for cash and the offer is non-transferable.
  • Pro Treats can only be collected through online purchases. You will not receive Pro Treats for telephone or show orders.
  • After you complete a qualifying order, your Pro Treat points will be added within 48 hours
  • Orders paid for with Pro Treats or other forms of point credits (for example, E-wallet) are not eligible for further Pro Treats.
  • Some UK accounts are not eligible to collect and redeem Pro Treats. If you are one of these accounts you will be notified separately.

    Redeeming Pro Treats 
  • You must collect a minimum of 100 points to be able redeem them.
  • 100 points will redeem £1 and therefore credit £1 into your E-wallet.
  • Pro Treat points can only be redeemed points in blocks of 100. For example, you can redeem £1 with 100 points or £2 with 200 points, but not £1.50 with 150 points.
  • Once you have at least 100 points, go to the ‘Account’ section, then click ‘My Points’, then click ‘Convert points to E-wallet’. This will mean your Pro Treat points have been converted into E-wallet credit which is ready to spend. This credit is not convertible to cash or refund credit.
  • Points can only be redeemed in multiples of 100. Any left over points that aren't a multiple of 100 will remain on your account until the next time you redeem. For example; if you have 132 points, you will be able to redeem £1 worth of credit and the other 32 points will remain on your account.  

Spending Pro Treats

  • To spend the points you must be logged into your online account. Create an order as normal. When you come to pay, the credit in your E-wallet will be automatically deducted from your order unless you select for them not to be.
  • You can either use your Pro Treats to cover the entire cost of a product, or as a part payment towards an order.
  • Spending points may be subject to network and product availability online.
  • Pro Treats can only be redeemed against online purchases. You cannot redeem Pro Treats on telephone orders or show orders.

Returning Goods

  • If you return a product for a refund, we will deduct the number of Pro Treats collected from this purchase.
  • If a product you buy with Pro Treats is faulty, please return it. If necessary, we will credit your account with the right number of Pro Treats. No cash refund will be given in these circumstances.

November Offers

3 for 2 Performance Range 5 Litre

oF   Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value.

15% Off Wahl Shampoo

Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value.

10% off selected Andis Blades Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value.

10% Off Andis Brushless Clipper with Free 7F blade

Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value.

20% off Wahl Bravura

Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value.

Free Pet Remdy Spray with all orders placed over £75.00

Offer subject to avilability. Ends 31/11/10.Groomers withhold the right to withdraw this offer at any time. Online offer only. Cannot be transferred to cash value. 

Free Scissor Kit with Razorline Scissors

Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value.

My-Pet 

Free Prestige Comb with Pawfume

Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value. 

Free Scissor Pot with Groomers Rosette Scissors 

Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value.

3 for 2 on Warren London 

Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value. Cheapest Free.

Double Points with AquaMats 

Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value.

Christmas Bundle With Free Berrettes 

Offer subject to availability. Ends 31/11/19. Groomers Limited withhold the right to withdraw this offer at any time. Not to be used in conjunction with any other offer. Online Only. Cannot be exchanged for Cash value.

Halloween 

Free Delivery.Offer subject to availability. Offer is only valid until the 14/10/19 Groomers Limited withhold the right to withdraw this offer at any times. Online only. Offer cannot be exchanged for cash value.

10% Off Offer subject to availability. Offer is only valid until the 14/10/19 Groomers Limited withhold the right to withdraw this offer at any times. Online only. Offer cannot be exchanged for cash value.

 

Contacting Us 

Email us:

sales@groomers-online.com

Call us:

From the UK: 01635 581958, option 1
Outside the UK: 44 1635 581958, option 1

Write to us:

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

Office hours: Mon to Fri 8am-6pm, excluding bank holidays.

 

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