RETURNS POLICY

ROBOPETS DISPATCH DATE - 30 DAY RETURNS POLICY

We offer a 30-day no hassle return policy for any product purchased from our website, all we ask is that the product is returned in excellent condition in the box it was sent in.

FAULTY PRODUCTS - BOOKING YOUR RETURN

If you have a faulty product please Contact Us before returning your order, for the following reasons:

  • The fault may be something we can fix by providing remote support

  • It may be more practical for us to dispatch replacement parts

  • If the product does need to be returned, we can discuss delivery options

  • If the product needs replacing we can reserve stock for you (or order stock if necessary)

UNSUITABLE PRODUCTS - BOOKING YOUR RETURN

For non-faulty returns, we do not require you to Contact Us before returning your order, however booking your return can help streamline the return & refund process. You can book your return by telephone on 07904146849

WHAT TO INCLUDE

All returns must include one of the following:

  • A copy of your original invoice, or

  • A copy of your email order confirmation - with address & order number visible, or

  • A note with your full order name, billing address, contact telephone number, and order number

  • A reason for returning each individual product

WHO PAYS FOR RETURN POSTAGE

All return postage must be paid for by the customer unless faulty.

PROCESSING YOUR REFUND

All refunds are processed within 3-5 working days of receiving a return, depending upon payment method, funds may take an extra 3 working days to appear in your account. You'll receive an email confirmation once we've processed your refund.

CLAIMS FOR NON-DELIVERY

  • Claims for non-delivery must be made within 30 days of date of order

  • Claims for shortages and/or damages must be made by within 5 days of delivery receipt

  • We recommend that any claim is initiated via email, this ensures both parties have the claim available for reference

Claims not received within these time periods may not be met.

RECOMMENDED DELIVERY SERVICE​ FOR RETURNS

  • We recommend using a service that requires a signature, for example, Royal Mail Signed For

  • Please ensure that your parcel is insured for loss/damage up to the value of the goods​​

VAT RELIEF

VAT relief is available only on products which are manufactured and designed solely for the use by people with conditions and disabilities specific to the product. As our products can be used by a multitude of people, unfortunately they are not applicable.

SUPPLYING THE NHS AND LOCAL AUTHORITIES

Here at Alz Store UK/TA Robopets we welcome orders from the NHS and Local Authorities.  We can provide fast delivery, expert knowledge and Competitive Prices

You can send a copy of your purchase order to deborah@alzstoreuk.com.

Please ensure that you provide the order on an official letterhead, official purchase order, or official document. Including the following information;

  • The SKU/titles of the product(s)

  • The quantity that you require

  • The billing / invoice address

  • The delivery address​

We are pleased to offer 30 day credit terms to all NHS Organisations and Local Authorities

For further information please email: deborah@alzstoreuk.com or contact: 07904146849

SHIPPING POLICY

Delivery times quoted are for products marked as 'In stock', and excludes any items marked as 'Pre-order'

DISPATCH TIMES

  • Orders placed before 1pm Monday to Friday will be shipped the same day.

  • Orders placed after 1pm Monday to Thursday will be shipped the next working day.

  • Orders placed after 1pm on Friday, Saturday and Sunday will be shipped on Monday (excluding Bank Holidays)..

UNITED KINGDOM

 

UK (EXCLUDING NI)​

Shipping rates are a flat rate for the entire order:

  • Standard Delivery​ - 3 - 5 Business Days: £3.95 

  • Fastest Delivery - 1 - 2 Business Days: £5.95

NORTHERN IRELAND

We do not charge any extra for delivery but please be aware delivery may take slightly longer than quoted.

EUROPE & IRELAND - INFORMATION REGARDING BREXIT AND CUSTOMS

REPUBLIC OF IRELAND

Shipping rates are a flat rate for the entire order:

  • Standard delivery - 5 - 7 working days: £15.95

  • Express Delivery - 3 - 5 working days: £19.95

For parcel recipients who are based in Republic of Ireland, customs duty may be applicable (depending on value of goods) from 1st January 2020. The courier will collect duties and taxes from you in advance of delivery. 

Customs duty is calculated on a number of key factors like commodity code, value of the item and the cost of transportation on the parcel. These charges must be paid up front before the goods can be released into the courier network and for delivery. 

 

The customs duty is not included in the sale price. Please ensure that you are aware of the terms when buying.

We charge VAT at the point of sale, and you will not be required to pay further VAT with any customs charges.

For more information visit: https://ec.europa.eu/taxation_customs/uk_withdrawal_en

EU

Delivery charges to the EU (excluding ROI) are based on the weight and size of the total order, and we calculate delivery charges based on the weight of the total package. We typically ship via DPD 5 - 7 working day delivery.

  • One item - £25

  • Two items - £34

  • Three items or more - £43

For parcel recipients who are based in the EU, customs duty may be applicable (depending on value of goods) from 1st January 2020. The courier will collect duties and taxes from you in advance of delivery. 

Customs duty is calculated on a number of key factors like commodity code, value of the item and the cost of transportation on the parcel. These charges must be paid up front before the goods can be released into the courier network and for delivery. 

 

The customs duty is not included in the sale price. Please ensure that you are aware of the terms when buying.

We charge VAT at the point of sale, and you will not be required to pay further VAT with any customs charges.

For more information visit: https://ec.europa.eu/taxation_customs/uk_withdrawal_en

GENERAL INFORMATION

TRACKING YOUR ORDER

All customers will receive a tracking code once goods are dispatched. The level of tracking detail will depend upon the delivery service chosen. 

 

DELAYED DELIVERY

Unfortunately there can be delays in delivery, such as due to the pandemic, Brexit and busy times such as Christmas.  We will always chase up the courier if there is a delay to find out the reason behind it.   Please do not hesitate to reach out to us if you have not received your package within the expected time frame.

LOST ORDERS

We very rarely experience lost orders, as all orders are sent via a fully tracked service, but in the unlikely event of a lost parcel, we will offer the option of sending identical replacement goods (if available) or issue the customer with a full refund including delivery costs. If a replacement is requested it may not be possible to dispatch the replacement immediately if we are working with the courier or Royal Mail to locate the missing shipment.

ALTERED DISPATCH DATE

If, after receiving a customer order, an immediate dispatch isn’t possible due to unforeseen circumstances, then we will contact the customer as soon as possible to discuss an estimated dispatch date. At this point the customer can choose to either wait for the delayed order or request an immediate and full refund.