Terms & Conditions

1.⁠ ⁠General Terms

• Orders placed Monday to Thursday before 10:00am are dispatched the same day for next-day delivery.
• Orders placed after 10:00am Thursday through Sunday are dispatched Monday.
• Products are shipped in insulated packaging with ice packs to keep them frozen.
• Customers must ensure someone is available to accept delivery. If no one is present, the courier may leave the parcel in a safe place at the customer’s own risk.
• Due to the perishable nature of frozen goods, any issues (e.g. defrosted items or damage) must be reported within 1 hour of delivery with photos. Claims made after this window cannot be accepted.
• To ensure goods remain frozen, minimum order value is £50. We cannot guarantee smaller orders will remain frozen in transit and therefore do not offer them.

• For hygiene and safety reasons, frozen products cannot be returned unless incorrect items are received or damage occurs in transit.
• Non-perishable items (e.g. equipment, merchandise) can be returned within 14 days, provided they are unused and in original packaging.
• Return shipping costs are the responsibility of the buyer unless Shropshire Rattery is at fault.
• Refunds are processed within 5 working days of receiving approved returns.
• To request a return or refund, please contact us at: tsrattery@outlook.com

 

• If your order is incorrect or arrives in poor condition, you must notify us within 1 hour of delivery.
• Please include photographs of the packaging and product so we can resolve the issue quickly.
• Depending on the situation, we will either replace the item free of charge or issue a refund.

 

• Trade accounts are available to registered businesses only (pet shops, reptile centres, zoos, colleges, etc).
• All trade orders must be paid upfront – no credit terms are offered.
• Delivery address must match the registered business premises (unless agreed otherwise).
• Trade prices are confidential and may not be shared outside your organisation.
• We reserve the right to suspend or close trade accounts at any time.

• We take all reasonable steps to ensure our information and products are accurate, but we do not guarantee that all website material is error-free or up to date.
• Shropshire Rattery is not liable for delays or losses caused by courier services outside of our control.
• We cannot be held responsible for issues caused by incorrect storage or handling of our products after delivery.
• Nothing in these terms limits our liability for death or personal injury caused by negligence, as required by UK law.

 

• We collect only the personal data required to process and deliver your order (e.g. name, address, phone number).
• Your data is shared only with trusted courier services to ensure delivery.
• We do not sell, distribute, or lease your personal information to third parties.
• Payments are processed securely through Shopify.

 

• • Orders for frozen goods cannot be cancelled once dispatched.
• • Non-perishable items may be cancelled before dispatch – please contact us immediately if you need to amend your order.