Terms & Conditions

Data Protection, Security & Privacy Policy

  • We consider internet privacy and data protection to be of paramount importance.
  • Your personal details will only ever be used to process and update you about your orders and for internal marketing activities. They will never be passed or sold on to a third party.
  • Card details will only be kept on file at the request of the customer. Internet payments are processed securely via SagePay and no person at Mutneys Ltd has access to these details.
  • We ensure that all our services and staff are in compliance with the UK Data Protection Act of 1998. If you notice any activity that could be perceived as not adhering to this policy, we request that you contact us immediately and report it, you can do this via email to sales@mutneys.com or by calling us on 08454 68 64 67 (lines available Mon - Fri, 9am - 5pm).

Payments

  • Payments for Internet orders are collected securely via SagePay.
  • Cards accepted for phone orders are Visa, Visa Debit, Mastercard, Mastercard Debit, UK Maestro.
  • Please make cheques payable to "Mutneys Ltd"
  • All customer accounts are opened on a pro-forma basis. Any other terms are offered on request and are subject to the customer fulfilling the terms of the agreement. Mutneys Ltd reserves the right to withdraw these terms at any time without prior notice.
  • Mutneys website will only accept orders placed inside the UK. Please email sales@mutneys.com if you would like to place an order from outside the UK.
  • Late payment and administration charges may be applicable for bounced cheques or accounts violating their credit terms.

Prices

  • All prices on the Mutneys website are inclusive of VAT, at the current UK rate.
  • Prices are subject to change.
  • Delivery charges apply unless otherwise stated.
  • Wholesale prices are available on many of our products. Please email wholesale@mutneys.com for more information.

Delivery

  • Please contact us or see the website delivery & returns section for current shipping charges.
  • Orders outside the UK mainland may be more, please be aware that should the website allow you to process the order and you are outside mainland UK, we will have to contact you to make an additional delivery surcharge payment.
  • We aim to ship all orders as soon as possible and for the products to reach the customers within 3 – 5 working days. However sometimes this may not be possible due to stock or staff holidays. We will endeavour to inform customers of any delays in shipping their orders ASAP.
  • Many of Mutneys manufactured products are bespoke and may take longer to ship. Our guide time for these items is approximately 3 – 4 weeks. We can provide you with an approximate delivery time at the point of order.
  • If your items do not arrive within 10 working days of order, please notify us immediately, so that we can rectify the situation.
  • Any goods that arrive damaged must be signed for as damaged, or photographs must be provided in order to receive a replacement or refund.
  • Damaged or faulty goods or errors within the order must be reported within 2 working days of delivery.

Disclaimer

  • Mutneys Professional Pet Care Ltd accepts no liability for damage or loss caused by the misuse, negligence, alterations or repairs of any of our products.
  • Product defects resulting from misuse, negligence, alterations or repairs, abnormal working conditions, general wear and tear and wilful damage will not be covered under any guarantee.
  • Mutneys Ltd is not liable for compensation due to delays in orders.
  • All products remain the property of Mutneys Ltd until full payment has been received.
  • Errors & omissions accepted.

Returns

  • For general item returns – If you would like to return any products to Mutneys Ltd, please advise us within 7 days and return the products within 14 days. A re-stocking fee of up to 15% may be applicable.
  • Once returned to us in a re-sellable condition (eg un-used and in the original packaging) we will either exchange, credit or refund the item excluding postage.
  • To make things as smooth as possible please call on 08454 68 64 67 or email us at customerservice@mutneys.com to arrange what action you would like taking.
  • Mutneys Ltd is not liable for the return postage or postage on exchanged products.
  • For damaged or faulty item returns - Damaged or faulty goods and errors within the order must be reported with 2 working days of delivery and/or signed for as damaged.
  • To make things as smooth as possible please call on 08454 68 64 67 or email us at customerservice@mutneys.com to arrange what action you would like taking.
  • Once returned to us we can take the appropriate action to rectify the situation as quickly as possible.
  • All refunds will be made to the price paid at the point of order and in the same method that payment was made to Mutneys.
  • These rules also apply to manufactured items.

Manufacturing

  • Factory sizes are approximate.
  • Some manufactured items are made to order, so will often take longer to deliver than normal stock products. We will provide you with an approximate lead time if required, at the point of order.
  • Full payment or a suitable deposit will be required when an order is placed, before we will commence the manufacturing process. If a deposit is provided, then full payment will need to be made before your order will be delivered.
  • Specially customised orders will normally take longer than our usual manufacturing lead times; we will provide you with an approximate lead time, at the point of order. Full payment or a deposit is required to be paid on these items also.
  • If you have changed your mind and would like to cancel your manufacturing order, either before or after the item has been built for you, you can do so, but either your deposit or a 20% fee will be charged on full payments and will not be refunded.
  • If you would like to return your manufacturing order, then the same rules apply as any other returns (see returns section above).

Warranties

  • Many of our products are covered under the manufacturers' guarantees and therefore we have little control over warranty product replacement/repairs.
  • Warranties will be void if items are altered, amended or repaired by unauthorised persons.
  • Consumable parts are not normally covered under a warranty. Consumable parts are defined as parts that degrade over time or use. For example clipper cables, carbon brushes etc.
  • Postage is still payable on warranty exchanges & repairs.
  • Action taken is at the discretion of the supplier.
  • Proof of purchase is required.

Product Descriptions/ Photos

  • All photo's used to represent products are images created and owned by Mutneys Ltd, or are photo's provided by the original manufacturers and represent the individual products as clear as possible
  • Some of the photos on the Mutneys website are used as a guide and the actual item may vary in colour, size or contents. Please read the product descriptions for full information.
  • We are not perfect and sometimes the wrong information is placed on the website. We will endeavour to correct all mistakes as soon as possible.
  • We do aim to keep the website thoroughly up to date with our current stocks; however these can vary on an hourly basis, so cannot guarantee that the item you have ordered will be in stock. If there is an item you need urgently or by a certain date, we strongly recommend calling us on 08454 68 64 67 to avoid disappointment.

Blade/Scissor Sharpening & Clipper/Dryer Servicing

  • All sharpening & servicing is carried out at our Shropshire premises and we endeavour to provide the best service available.
  • All turn-around times stated are approximate & subject to staffing.
  • If you need your equipment back urgently or by a certain date, we recommend calling us before sending your equipment in and purchasing our priority service, to avoid disappointment.
  • The warranty on sharpening and servicing is 2 weeks.
  • Mutneys Ltd are not liable for compensation due to delays or errors in servicing.
  • We like to give the best advice to our customers, so if your equipment is on its last legs or beyond economical repair, we will inform you of this and provide you with an up-to-date quote. Minimum service charge may apply.
  • There is a service charge on all clippers and blasters that are deemed to be beyond economical repair.
  • Items that are deemed to be beyond economical repair will not be returned unless requested by the customer. Mutneys Ltd are not liable for the return postage for these items.
  • All sharpening and servicing must be paid for in full before being shipped.
  • We are not able to sharpen ceramic blades.
  • Mutneys Ltd take no responsibility for equipment that has been mis-sharpened by any other persons or company.
  • Mutneys Ltd take no responsibility for equipment that has been tampered with after leaving our premises.
  • Consumable parts are not normally covered under a warranty. Consumable parts are defined as parts that degrade over time or use.
  • We will try to advise you on the current status of your equipment to the best of our ability, however equipment can only be evaluated on the day of inspection and we cannot offer a guaranteed life expectancy for equipment.
  • Any errors or problems must be reported with 7 working days of receipt and returned to us within 14 working days to be rectified.
  • To make things as smooth as possible, please call on 08454 68 64 67 or email us at sharpening@mutneys.com to arrange what action you would like taking.

Mutneys Membership Loyalty Scheme

  • One paw print token will be given for every £50 spent in full at Mutneys Ltd.
  • One paw print token can be used as £1 payment towards any Mutneys product.
  • There is a limit of up to 100 tokens used in one transaction.
  • Paw prints cannot be exchanged for cash.
  • Paw prints will not be distributed or accepted if there is an outstanding balance on the customers account.
  • Paw prints cannot be redeemed against existing balances.
  • Paw Prints can only be redeemed via telephone, mail order or show van sale, it is not currently possible to redeem these via web order.
  • Mutneys Ltd Terms and Conditions apply.
  • Mutneys Ltd reserves the right to revoke membership at any time - the primary reason for this is due to inactivity on the account of over 1 year.
  • Mutneys Ltd reserves the right to withdraw Mutneys membership paw prints at any time, points left unused for 1 year will be void and deducted from your current balance on a monthly basis.
  • If you would like to sign up for mutneys membership, please email your contact details to holly@mutneys.com

Updated & reviewed - 12/05/16 HJ