Sparks Farm Ltd Postage and Shipping Policy (Please scroll down to read the Returns Policy)

Sadly at this moment in time we only ship to England, Wales, Scotland, Isle of Wight, Islands of Scotland, Northern Ireland, Isle of Man, Isles of Scilly and Ireland. Our preferred courier is Eezehaul for larger items weighing up to 30Kgs. We use the services of the Royal Mail for smaller items weighing up to 2Kg in weight, these items are sent by Recorded (Signed for) Delivery which is guaranteed next day (1 day) delivery. Orders placed by our 12:00 noon deadline typically ship the next working day. Next Day packages will arrive one full business day after shipment. If an order is placed after the 12:00 noon deadline on a weekday, the outstanding order will be placed to meet the following working day noon deadline. ("Working Days" are defined as Monday - Friday, excluding Public Holidays). 

Signature service is required for all shipments. Thorough inspection must be made upon delivery and all damage noted on the delivery receipt. If an item is severely damaged, delivery should be refused and Sparks Farm Ltd must be notified immediately either by email or by telephoning our Customer Services Department: ☎ 01444 441511. You must save all shipping and merchandise packaging. If signature service is waived, Sparks Farm Ltd will not be responsible for any damages to shipments.

EEZEHAUL PARCEL SERVICE

Eezehaul deliver to an address, not a named individual. When no one is available to accept the item a card will be left informing the recipient of the alternative delivery options available to them. For an increasing number of households, there is rarely anyone in during the day to accept delivery of a parcel. Eezehaul will make every effort to deliver to the address on the parcel or to an appropriate neighbour. If there is no one at home, redelivery to the same address is free of charge, you can choose to collect your parcel from a local APC depot. Requested redelivery to a different address or return to sender is £5.50. Redelivery on a Saturday is £15.00. If by chance the second delivery attempt is unsuccessful the parcel will be taken to a local APC centre where it can be collected within 16 days. A card will be left informing you where to collect the parcel, with a number to phone if you have any queries. Simply take the card (with proof of ID - drivers licence, passport) and collect the parcel. This service is free of charge and only applies to residential addresses. Responsibility cannot be taken for the wrong order, or non-delivery, resulting from incorrect information or addresses being proved. The customer may be responsible for the cost of delivery and the return of the goods in these circumstances.

Eezehaul services include immediate tracking, free online confirmation. In the 'Track your parcel' box, enter the tracking number of the package you wish to track. Click the 'Track' button and you will see where in the delivery process your consignment is and its status history. If it has been delivered, you can see the date, exact time, and the name of the person who signed for it.

Regional Postcode Definitions & Restrictions:

**Zonal Postal Charges, Maximum Weight Size & Promotions:

England, Wales and parts of Scotland excluding the Highlands and Islands. Agreed flat rate of £5.50 standard (delivered within 48hrs - 2 working days). The free Postage & Packing promotion when you spend more than £48.00 is applicable to this zone.

Scottish Lowlands. For the following postcodes - DG, TD, EH, FK1-19, G, KA1-26, KY, ML, PA1-14. £6.00 standard rate (delivered within 48hrs). The free Postage & Packing promotion when you spend more than £48.00 is applicable to this zone.

Scottish Highlands. For the following postcodes -  IV2, AB37-38, 51-56, FK20-21, IV1, 3-40, 52-54, KW1-14, PA21-39, PH21-39, PH15. £12.00 standard rate (delivered within 48hrs). Due to the extra carriage costs this zone is excluded from the Free Postage & Packing promotion.

Scottish Islands. For the following postcodes - HS1-9, IV41-49, 51, 55, 56, KA26-28, KW15-17, PA20, 40-49, 60, 78, PH42-44, ZE. £15.00 standard rate (delivered within 48hrs). Due to the extra carriage costs this zone is excluded from the Free Postage & Packing promotion.

Isle of Wight. For the following postcodes - PO30-41. £12.00 standard rate (delivered within 48hrs). Due to the extra carriage costs this zone is excluded from the Free Postage & Packing promotion.

Isle of Man. £12.00 standard rate (delivered within 48hrs). Due to the extra carriage costs this zone is excluded from the Free Postage & Packing promotion.

Northern Ireland. £17.00 standard rate. Due to the extra carriage costs this zone is excluded from the Free Postage & Packing promotion.

Eire. £30.00 standard rate. Due to the extra carriage costs this zone is excluded from the Free Postage & Packing promotion.

The maximum weight per single charge order is 30Kgs. Any orders placed weighing over 30Kgs will be packaged into mulitple (and as few) consignments as possible, this will be done at our discretion - we are very sensitive to shipping costs and will endeavour to keep the costs down at all times. Deliveries to UK residential addresses are usually made between 7am and 5.30pm Monday to Friday. Saturday deliveries can be requested throughout the UK on a AM delivery time only - the surcharge on top of the standard carriage cost is £15.00.

ROYAL MAIL

The Royal Mail guarantee First Class (Recorded) signed for delivery (for the next working day after collection). You can track and trace to confirm delivery of your item at www.royalmail.com Click on 'About Royal Mail' under the heading of Royal Mail Group, then click on 'Track & Trace.' This service adds reassurance for important and valuable items and you can obtain a copy of the recipient's signature from the Royal Mail for an extra £2.20. For details of your nearest post office branch please use the Post Office finder at www.postoffice.co.uk

The Royal Mail pay compensation up to £39.00 for any lost or damaged goods on production of a copy of the certificate of posting - this certificate will be held by Sparks Farm Ltd for a period of thirty days.

All shipping costs are VAT inclusive.

 Late Orders: 

In the unlikely event that your order should fail to arrive within our promised delivery period please email us at: sparksfarmonlineshop@btconnect.com or telephone our Customer Services Department ☎ 01444 441511, along with your order number and we will carry out a thorough investigation with our courier and endeavour to get your package delivered to you. Should you wish to cancel your order and it has been dispatched by us you will be liable for any cost incurred by us for the goods being returned back by our courier as well as the original charge for sending the goods.

If your order has failed to arrive within 14 working days from the date of placing your order it is deemed by us as lost. Should you fail to report to us that your parcel has not arrived within this time and we have a signature of delivery from our courier we will be unable to claim for loss of the item from our courier and therefore unable to replace your goods. Should you refuse to sign for your package within this 14 day period you will be liable for any cost incurred by us for the goods being returned back.

In the very unlikely event that your order is "lost in the post," please contact us and we will, in conjunction with Parcelforce or Royal Mail undertake a thorough investigation as to how and why the item has been lost. Once we are able to establish that the item is definitely lost we will redeliver the goods, this may take up to thirty days from the date of posting. However should you wish us to dispatch your order again at once you will have to accept responsibility of the cost of this until your claim has been completed by our courier. We will not charge your card until all investigations have been completed and any failure to co-operate with us or our courier during this investigation could jeopardize your claim for loss. Should your missing order arrive and you fail to inform us within seven days of delivery to you then you will be liable for the cost of both the original and replacement order.

We cannot be held liable for any loss including consequential loss if a product does not arrive on time.

Sparks Farm Ltd Returns Policy

Here at Sparks Farm Ltd we want you to be delighted every time you shop with us. Occasionally, you may want to return or exchange goods for numerous reasons. To avoid having to return an item we suggest you ask about any product of which you are unsure. The Sparks Farm team will endeavour to answer any question you may have. If you are not completely satisfied with any unopend/unused product, you may return it within 30 days (maximum) for a full refund. We have a no quibble policy which we hope is transparently clear and easy to understand. If you're not completely satisfied with the purchased item you may return it providing:

*The item has not been used and is in its original display packaging.

*All parts, accessories, warranty cards, instruction sheets, etc.. are enclosed and the packaging is "as new."

*All animal foods pakaging must not have been tampered with or opened.

*All returns must be accompanied by a copy of your sales invoice as proof of purchase.

*The item was not purchased more than 30 days before.

*The goods have not been damaged by your pet.

Before returning any unwanted item(s) please telephone the Customer Services Department ☎ 01444 441511 or fill out the Returns Form at the bottom of this page clearly stating why the goods are being returned. We only sell new merchandise and would be unable to sell used or incomplete items. Please ensure the product being returned is packaged in a seperate box with padding for protection (or the original packaging).

For your protection we would recommend that any returned goods are sent back using a recorded delivery service, as we are not responsible for any loss or damage whilst in transit. We cannot be responsible for returned merchandise that arrives damaged because it was not packaged properly. The company shall be entitled to recover all costs, loss, charges and expenses incurred in connection with goods returned not saleable as new. We can also not accept returns that arrive C.O.D.

Cancellation & Returns:

If you wish to cancel an order you may do so at anytime after the order has been placed, or within seven days after the date of delivery. The notice of cancellation must be given in writing either by email or by using the Returns Request form. In this case the goods must be returned at your own expense and you will not be entitled to a refund of the original delivery charge, this must be within 14 days of your notification to cancel the order. For the company address please go to the 'Contact Us' tab. If the item you have ordered is out of stock, we will back order it for you. The customer will always be contacted giving you the option to cancel your order receiving a full and immediate refund if you would rather not wait for the order to be fulfilled.

Should your order be returned back to us by the courier due to a refusal to accept the goods, or non delivery due to the incorrect address given, we will be left with no option other than to recover our costs in the return of the order. The company will not be liable for any costs incurred in the return of cancelled orders. If the collection of goods is requested by the customer, we will then deduct our full costs of collection charged at a Parcelforce Standard rate which is - Standard Delivery £6.10 + a £3.50 Parcelforce admin fee. Please note this fee is for 30Kg max weight, heavier goods will incur a different charge which will be given at the time of collection. This fee will be payable before any collection is arranged.

Once the Returns From is completed and checked by our Customer Services team, you will receive an email confirming that your request has been accepted and details of how to return the item. They may also reject a request, if so, an explanaition will be given stating the reason(s) why.

What Happens if i want to exchange a product?

If you are dissatisfied upon receiving your goods, then please contact the Customer Services Department by email giving details of the exchange - it's that simple. Your card will be refunded or charged the difference in cost plus the postage. For your protection we would recommend that any returned goods are sent back using a recorded delivery service, as we are not responsible for any loss or damage whilst in transit. Please ensure the item is returned back to us within 28 days of the date the item is delivered to you.

What happens if i want to return an order for a refund?

If you are dissatisfied with your order for whatever reason, and would like a refund, then simply email us your request and return the item back to us. We will reimburse you for the value of the item only upon receipt of the goods. For your protection we would recommend that any returned goods are sent back using a recorded delivery service, as we are not responsible for any loss or damage whilst in transit. Please ensure the item is returned back to us as delivered to you (securely packaged) and within 28 days of the date the item is delivered to you. The customer will be responsible for the cost of returning the item.

What happens if my product develops a fault within 28 days?

Should your product develop an inherant fault within 28 days then firstly, refer to the manufacturer's warranty where applicable. Secondly, please contact our Customer Services Department and we will arrange a replacement at no cost to you. You will only be entitled to a full refund if you return the product within 28 days from the date your goods were delivered and after inspection from ourselves confirming the fault. Before the item can be replaced it must be returned back to us - for your protection we would recommend that any returned goods are sent back using a recorded delivery service, as we are not responsible for any loss or damage whilst in transit. Please ensure the item is returned back to us as delivered to you (securely packaged). We will arrange either a courier service to collect the item or would request you return the item back to us via the Post Office; please enclose within the package a copy of the receipt given to you by the Post Office and we will reimburse you for this charge.

What happens if my product develops a fault after 28 days?

If you have had the product longer than 28 days the customer is liable for the shipping costs of returning the item back to us for inspection. After close inspection it is found that the product is faulty, the replaced item will be shipped back to the customer free of charge. Some products come with a one or two year guarantee whilst others come with no free guarantee other than those which you are legally entitled to under the Sale of Goods Act 1979 www.berr.gov.uk

Goods cannot always be expected to work fault free, they can and will break down through normal everyday use. Sparks Farm Ltd cannot be held responsible for fair wear and tear.  We cannot provide redress where goods have been accidently damaged, misused or where you have tried your own repair. On the rare occasion where a replacement or repair may not be in the customers best interest a refund or an alternative item of equal value may be offered - this is at the managements discretion. Should we discover the item does not have a fault, we will charge the customer the postage & packing costs to return the item. 

Returning Damaged Goods or an Incorrect Item:

If a customer receives any item(s) which are either damaged, or not the item ordered, please contact the Customer Services Department via email or phone within 24hrs of receipt of delivery. Any damage must be recorded and specified on the driver's signature terminal - all damaged packaging must be retained until further notice is given. A customer is well within their rights to refuse delivery. Before an item can be replaced or a refund given we ask that the item is returned back to us. We are unable to accept the return of any items not damaged or incorrect within the same package.

Missing Items:

Occasionally items may have been excluded from your order as we have either had to post the item on when it has become available or offer a refund due to stock problems. We will contact you prior to dispatching your order informing you of the problem. The customer must notify us of any missing items within 7 days of receipt of delivery. The team will investigate your complaint and reply either by telephone or email within 48hrs.

This Returns Policy does not affect your statutory rights. For further information on your statutory rights follow the Links:

Data Protection Act 1998. www.ico.gov.uk/

The Consumer Protection (Distance Selling) Regulations 2000. www.berr.gov.uk

To contact us please use the Returns Form below...