Terms and Conditions - Ross Rabbits' Bunny Supplies Store - for all your bunny needs!

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Terms and Conditions

We can only deliver orders to UK addresses.

 All prices and postal charges on this site are clearly stated.  Minimum order value £9.

If any item is out of stock then we would normally indicate this on the site.  In the unlikely event of any item being out of stock and this not being advised on the site then we will notify you of this on receipt of your order and offer you an alternative item of equal or higher value, cancelation with full refund or waiting until stocks are available.  

We aim to offer a personal service.  Feedback from bunny owners is always appreciated - as is bringing to our attention any new toy launches!

Special Orders
  We will strive to seek any item on your behalf if you would like to buy any toy or pet product which is not shown on the site.  Please note, if we order an item especially for you this will be exempt from the 7 day cooling-off period allowed by the Distance Selling Directive and will only be returnable if defective.

Payment Methods - credit/debit cards:
   All online payments are processed by PayPal using a secure server and accepts most major credit and debit cards.  We do not hold any credit card or debit card details.  All credit/debit card transactions are processed through PayPal's Secure Server (hence we cannot accept your credit/debit card details by phone or email!).  You will be emailed a notification of your transaction as soon as it is completed.   We have been fully Verified by PayPal.

At the checkout, you will be offered a selection of 'funding options'.  Please check how you wish to fund your payment, ie paying direct from your Paypal Balance, adding a credit or debit card, or paying by eCheque.  All payments are instant except for eCheques which take 7-10 working days to clear.

PayPal E-Cheques:
 Payments made via PayPal eCheque will be dispatched upon notification of clearance of funds which takes 7-10 working days following the date on which your order is placed.  As above, at the PayPal checkout we advise selecting credit or debit card as your means of payment, not eCheques because we cannot dispatch your order until this has cleared.  Please ensure your credit/debit card registered with PayPal has not expired.  If it has, then your payment method might default to eCheque.
* The quickest way to pay is by credit or debit card using PayPal - not via PayPal eCheques! *

Please click for DELIVERY charges and further information

Contact details:
 We provide our full contact details on our website including our phone number, an address for correspondence and an email address.  Normally emails are responded to within 48 hours.
to email us or use our Contact Form

07535 107197 11am-6pm daily.  We have VERY weak telephone reception so if the phone isn't answered please try again an hour later.  Alternatively, please email instead.  We aim to reply to all queries within 48 hours - but usually much sooner.

We offer an immediate refund or exchange if the goods turn out to be faulty or different from those ordered, taking into account the original method of payment.   If any item is damaged in transit then please advise us of this immediately.

Returned items:
Unless exempted from the Distance Selling Regulations, there is a 7 day cooling off period for all goods ordered, except Special Order items - but this is not the same as 'try before you buy'!

Any goods to be returned must be as new, unused and unopened in their original packaging and in merchantable condition with any packaging seals unbroken.  Items are to be returned at your own expense.  We cannot be liable for loss or damage whilst in transit and strongly advise insuring packages against such loss or damage.  

Direct Dispatch items which are sent direct by the manufacturer must be returned, unopened and exactly as dispatched with all packaging intact, direct  to the manufacturer who may impose a small administration charge of about £15.  

Refunds, less our outgoing postage/delivery/re-delivery charges (which might be higher than our standard delivery charge pricing bracket), will be made promptly once the returned items have been examined and found to be in merchantable quality and exactly as dispatched.  The refund will be made to the credit or debit card used to make the original payment if payment was via Paypal, usually within 5 working days of receiving the returned items.   If you pay via postal cheque or online transfer then we will refund via direct online bank transfer.  If items are returned in unsaleable condition then they will not be credited.

Please note, in the interests of bunny health and hygiene, opened
fabric items, 'soft furnishings' and similar items, including leads and harnesses and opened grooming aids may not be returned unless defective.  Viruses such as VHD can be carried on such and can survive outside a host for 3 months so this is a very necessary health and safety precaution for your bunny (and ensures we do not sell items covered in another bunny's fluff!).   If you are uncertain as to the suitability of an item, please check the dimensions before ordering.  This does not affect your statutory rights.   

We reserve the right to apply a restocking charge of up to 25% of the order value to cover packaging costs and administration in processing your returned item(s).

Orders sent which are subsequently cancelled or not collected from the Royal Mail delivery office or courier's depot will be refunded less the original outgoing and return delivery charges plus any repeat-delivery charges incurred.  We reserve the right to make a restocking charge of up to 25% of the order value.

The Distance Selling Regulations exempt the Care of your Companion Pet Rabbit DVD (and other computer software) from the Cooling Off period.  

Loss or Damage in Transit

Please see Delivery page
for details.

Excessive packaging:
 We reserve the right to remove excessive, heavy or bulky cardboard packaging to reduce postal costs unless you specifically request us not to, eg if the item is purchased as a gift.  We will, of course, ensure that any instructions related to the product are supplied!

Consumer law:
 We are governed by English Law and guarantee to meet our obligations under the consumer protection laws currently in force including:
the Sale of Goods Act 1979;
the Supply of Goods and Services Act 1982;
the Consumer Credit Act 1974;
the Trade Descriptions Act 1968;
the Unfair Contract Terms Act 1977 and the 1994 Regulations; and
the Consumer Protection Act 1987.

Please click here for full details of the UK Distance Selling Regulations

Your details:
 We  do not pass on any of your details to any person or organisation.  Similarly, we do not receive or store any of your credit or debit card details.  These remain with PayPal and are held on a secure server.

Solving disputes:
 For any disputes whatsoever we are governed by English Law.

Data protection and privacy:
 We promise to meet the conditions of the Data Protection Act 1984. We will never send any third-party marketing material, or pass your details to others.

Customer support and service:
 We provide a contact telephone number and say when this service is available.  The cost of calls will depend upon your telephone service provider.

:  All our advertising meets the conditions of the Advertising Standards Authority Code of Practice.  Our website will contain no advertising material from other people or organisations.

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