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Order Line: 01256 855120

Terms and Conditions

About Us

Petnap are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.

Our Contact details:
Petnap ltd
Unit 10, Berry Court Business Park
Bramley Road
RG26 5AT

Tel 01256 855120 (Mon-Fri 9.00am-4.00pm)

Email: sales@petnap.co.uk

Petnap Environmental Policy:

We are committed to reducing our carbon footprint and our manufacutring waste. Where possible we will re-use cardboard boxes etc to package orders of multiple items. Individual items are packaged in custom boxes. Our products are designed to use very little energy which also helps reduce your carbon footprint.

Waste Electrical and Electronic Equipment Policy Statement

The Waste Electrical and Electronic Equipment Regulations (WEEE), EU Directive 2002/96/EC, were adopted into UK law on 2nd January 2007 with full implementation from 1st July 2007. These regulations require that electrical and electronic equipment, when being disposed of at the end of its useful life in an EU Member State, must be recycled and/or disposed of in accordance with the EU directive as it is applied in local laws of that State. These regulations go further by making the manufacturer or importer (the producer) of the goods responsible for their disposal/recycling in the correct manner.
Petnap Ltd recognises and accepts its obligations and has taken the following steps to ensure compliance:
Liable products manufactured by Petnap Ltd in compliance with UK Statutory Instrument 2006 No. 3289 (the UK law) feature the approved crossed out wheeled bin symbol clearly marked on the item. Additionally printed information is provided in the instruction manual, or an accompanying slip.
Product Design:
Petnap Ltd recognises the benefit to the environment of this legislation and is designing products to allow more recycling and less adverse environmental impact.
Petnap Ltd is registered as a producer with the UK Environment Agency.
Registration number:
Disposal Service:
Petnap Ltd will accept return of their items for disposal under the scheme rules. Items no longer in use should be returned to Petnap Ltd, at the above address for safe disposal/recycling. Alternatively consumers may take their unwanted heatpad to their local recycling centre.
Appointed Compliance Contractor:

For queries about WEEE please email our support desk at: sales@petnap.co.uk

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. PLEASE NOTE: due to the increase in credit card transaction charges the minimum order value is £2.50 excl P+P

We accept credit card payment. If you are shopping from North America or anywhere else, place your order and your credit card company will convert the transaction to US Dollars or your own currency.

We accept Visa, Mastercard, Maestro, Switch, Visa Debit, Mastercard Debit, Visa Electron. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped. You may send your credit card information via phone, fax, snail mail or over the Internet.

When confirmation of 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.

We reserve the right to cancel any orders received where the delivery address provided is NOT in a country we ship to.

Shipping And Handling

Our shipping charges include the packaging and handling costs. Shipping costs are calculated on the weight of the complete order, however shipping is capped at £7.00 plus VAT for all mainland UK addresses (Highlands/Islands/Northern Ireland - these areas will require an additional charge* for courier delivery
This includes but is not limited to the following postcodes:
AB31-38, AB40-56, HS, IV, KA27-28, KW, PA21-78, PH4-50, ZE, BT, GY, JE, IM, TR21-25, PO 30 UPWARDS).
*Please note: no additional payment for carriage will be taken from your card without prior authorisation from you.

INTERNATIONAL ORDERS: Our website will give you an indication of the carriage charge for your order. Please note this is a guide price only - we will contact you via email in the event that the carriage guide price is insufficient. You will then have the opportunity to either cancel or proceed with your order.
NO payment will be taken from your credit/debit card until we have received confirmation of your acceptance of the carriage costs.

Delivery Schedule

Normal deliveries are sent within one working day. First class recorded post is used for individual items, under £20.00 in value. Courier *(1-3 working days) for larger items.
For small items sent by Royalmail please allow up to 10 days for delivery. If you have not received your product by then please contact us and we will organise a replacement and chase the consignment via royal mail.
Re-useable whelping boxes: delivery is usually within 5-7 working days - we are unable to accomodate last minute orders for these products so please order in plenty of time.

IMPORTANT: Couriers are used to deliver any items over £20.00 in value this includes the Whelping Boxes, Puppy Rails and Whelping Mats, Hidden Cat Litter Trays, Whelping Kits - Please inspect the packages BEFORE signing for them. We cannot make a claim against the couriers for damaged goods if you have signed and accepted them as in good condition.
We do prefer a signature at point of delivery however if you are not available to accept delivery you will be carded by the courier - please follow the instructions on the card to re-arrange delivery or collect your item.
PLEASE NOTE:Your order will only be held by the courier company for 5 days after which time it will be returned to us. If your item is returned to us as "unclaimed/not called for" we will contact you regarding further payment for the delivery costs and reserve the right to levy any return fees which we may incurr from the couriers.
Alternatively we can deliver to your place of work, friend/relative, near neighbour or of a safe and (most importantly) dry place your order can be left.. It is your responsibility to ensure that someone is available to receive and sign for the delivery. We will ONLY instruct our couriers/parcelforce to leave your item in a "secure, safe & dry" place upon your instruction. If your order is to be left without a signature at your request you are deemed to have accepted the risk of theft of your order from said "safe"place. Petnap Ltd and/or our preferred carriers will NOT be liable for any missing parcels where the courier has provided us with details of where it has been left.
We are unable to provide guaranteed delivery dates for overseas orders.

*(Except Highlands/Islands/Northern Ireland - these areas will require an additional charge for courier delivery
This includes but is not limited to the following postcodes:
AB31-38, AB40-56, HS, IV, KA27-28, KW, PA21-78, PH4-50, ZE, BT, GY, JE, IM, TR21-25, PO 30 UPWARDS)

Back Orders

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

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

Our credit card service provider is ACTINIC PAYMENTS. Actinic Payments incorporates a sophisticated fraud screening service provided by the "3rd Man".Powered by Creditcall, a robust and reliable infrastructure, Actinic Payments offers the highest level of functionality of any secure internet payments system compatible with Actinic products. No credit card details are retained by Petnap Ltd to ensure complete credit card security.


Guarantee Full 12 months guarantee on all Petnap & Catac models. This is a RETURN TO BASE warranty. Petnap guarantees the Petnap Pet Bed Heater against any defects that are due to faulty material or workmanship for a 12 month period from the original date of consumer purchase. The vinyl heat pad is covered by a 6 month RTB warranty. PLEASE RETAIN YOUR INVOICE - IT IS YOUR PROOF OF PURCHASE. This is offered over and above your normal consumer statutory rights. This guarantee does not include damage to the product resulting from accident or misuse. If the product should become faulty within the guarantee period we will repair it or elect to replace it free of charge. Simply mail the Petnap back to us with your details and proof of purchase.
Please note - For Health and Hygiene reasons we cannot accept the return of Cosi-Covers for refund if they are covered in pet hair unless they are faulty.

Reaching Us

If you need to reach us.

Our Contact details:
Petnap Ltd.
Unit 10, Berry Court Business Park
Bramley Road
RG26 5AT

Phone: 01256 855120 (Mon-Fri 9.00am - 4.00pm)
Email: sales@petnap.co.uk

Privacy Policy

Petnap 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' 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 fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes

Returns Policy

All of our products come with a 7 day no quibble, no questions asked returns policy. Please contact us on 01256 855120 to obtain a RMN (returns material number) then return the Product/s in its original packaging and perfect condition and we will refund you the cost of the product. Unused/unwanted goods must be returned within the 7 day "cooling off" period to qualify for a refund*. Please note you have a duty of care to ensure that the item is returned to us in re-saleable condition. When goods are returned to us for reasons other than faults or warranty claims we will refund the product cost but not the cost of the original shipping.
We are unable to accept returns without your original order number or proof of purchase and a RMN.
When returning goods you must take reasonable care to ensure the goods are not damaged in the meantime or in transit. You must ensure that the goods are packaged in their original packaging in order to avoid damage to the product on its return as items received damaged may not be fully refunded.
Returning a faulty/damaged in transit item:
If you wish to return a product which is faulty or has been damaged during transit, please contact us on 01256 855120 (Mon-Fri 9.00am-4.00pm) or email us at sales@petnap.co.uk in the first instance so that we can determine how to proceed.
This does not affect your statutory rightst