Terms & Conditions

Making A Purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete the order.

We accept card payments. If you are shopping from overseas, place your order and your card company will convert the transaction to your own currency.

We accept most major credit and debit cards. If you do not wish to pay online, you may convey your card information via phone.

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.


Shipping And Handling

Due to Royal Mail’s new criteria for sending small parcels, we have had to remove this option from our shipping list. If you would like to have an item sent this way and know the item is small, please call us on 01953 861266 where we will be able to check and charge you for this service accordingly.

Unfortunately our couriers charge us a premium for delivering to the following UK areas, which requires us to add surcharges for non-postal deliveries;
Northern Ireland
Scottish Islands
Scilly Isles
Isle of Wight


Delivery Schedule

We will normally despatch your order to you within three working days (working days are Monday to Friday and exclude bank holidays).

You must inform us within 24 hours if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence and if possible supply a photograph of the item in its original packaging to enable us to claim for loss from our courier company. If goods are damaged in transit, please retain all packaging until further notice. If a customer knowingly accepts a damaged parcel, the damage must be specified on the courier driver’s signature terminal.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.


Back Orders

We do not operate a back order system.

If all of your order is not in stock, we will contact you to see if you would like to wait for the whole order or cancel the out of stock item.


Tax Charges

For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.


Credit Card Security

When the order is placed at our website, credit card numbers are encrypted using SSL 2048 bit encryption.  They are not held in clear text on any web site.



Should you believe that your product has developed a fault, please contact us by e-mail or telephone 01953 861266 when we can decide the best course of action to take.


Reaching Us

If you need to contact us, please email us using the link on the store page, alternatively, you can call on 01953 861266 (International +44 1953 861266) or write to us at:  Smylee Pets.  Heath Road,  Banham,  Norwich,  NR16 2DG,  United Kingdom.


Privacy Policy

Smylee Pets do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the ‘Remember Me’ Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to ‘Tools | Internet Options | Privacy’ (in Internet Explorer) and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:
a. Take and fulfil customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third-parties for goods delivery purposes.


Returns Policy

You are entitled to cancel your order and return the goods within 7 working days for a refund, excluding the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or misdescribed.

Should you wish us to collect the goods, we reserve the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer which is currently £15.00 per parcel. We would recommend returning the parcel using your own courier service to avoid this charge. Competitive rates are available at www.parcel2go.com.

Any goods returned should be in saleable condition.

We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers.

Should your order be returned back to us by our courier due to refusal to accept the goods, non delivery caused by the incorrect address being given, failure to re-arrange delivery or non collection of your goods from our courier, we will recover our costs in the return of your order which will be charged at £15.00 per parcel.

These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.