Terms & Conditions
Mascotazo is online shop business based on tech gadgets for pets. We dispatch to Spain, UK and US.
Making a Purchase
Browse our store and add any items that you wish to buy into your shopping basket. After you have finished your selection, choose how you would like to pay and complete the payment process.
We reserve the right not to process any incomplete or incorrect orders. We reserve the right to refuse any orders that we deem are in breach of copyright or are unsuitable for sale to the general public.
Payment and Security
We accept online or phone orders with payment by credit or debit card via Paypal online payment system. Mascotazo do not take, process or store any debit or credit card details. We do not accept cheques or postal orders.
When the customer has submitted their payment details they will be redirected to their card issuing bank and asked to enter certain details to authenticate themselves as the cardholder. The scheme reduces online card fraud and makes online shopping safer for you, the customer. Mascotazo consider it a vital step in combating card fraud and making online shopping safer for everyone.
Shipping and Handling
Our postage and packing (P&P)costs are free to you, the customer.
However, we reserve the right to hold any order where actual P&P differs widely from the costs Mascotazo is assuming for our customers. In such cases we will contact you if postage costs are going to be for us, much higher than we had at the moment we priced the goods.
At checkout, please enter the delivery address and postcode carefully and check it before proceeding. Mascotazo will not be held responsible for errors or omissions in the delivery address or for goods that do not arrive due to an incorrect or incomplete delivery address.
The use of a forwarding or send-on address e.g. where you use a third party to transport goods to your own address is done at your own risk. Mascotazo will not be held responsible for the non-arrival of goods sent to forwarding companies or facilities.
United Kingdom (UK)
United States (US)
The standard dispatch time for off-the-shelf items is 10-12 working days but dispatch times for different items can vary, especially for personalised, engraved and made to order items.
Customs and Duty
The customer is responsible for the importation of products into their region and must obey the regulations set by that region. Parcels may be subject to import duties and tax, which are levied once a shipment reaches you. Any additional charges for customs clearance or similar are the customers’ responsibility.
Returns and Exchanges
Returns and exchanges for non-personalised and non-edible items (with the exception of those listed below): are accepted providing that we have been informed by email within 14 days of receipt and the item is returned in its original unused condition (resalable condition with any labels and/or packaging still intact) to the specific address or addresses that we will provide (please email us for an exchange/return form). This must be done within 14 days of the issue of the return/exchange form. Faulty or damaged goods will be replaced or refunded in full (please see the ‘Faulty or Damaged Items’ section below). For all other returns or exchanges, the customer is liable for postage costs and refunds will exclude the cost of P&P. There may be more than one returns address if you are returning more than one brand of goods.
Please allow 1-2 weeks for exchanges and returns to be processed.
Returns and Exchanges – Exceptions
Returns and exchanges for personalised, baked, edible or bespoke items: are prohibited and refunds are only provided in the case of faulty or damaged items.
For hygiene reasons, some goods cannot be returned or exchanged.
IMPORTANT – For all returns and exchanges you must first contact us via email at firstname.lastname@example.org. Please state your order number, the item for return/exchange and the reason for the return/exchange. We will then issue you with a returns address (or addresses, if there is more than one item from more than one supplier/maker being returned). You must return the item(s) within 2 weeks of the return/exchange request, to the address(es) supplied. In the case of exchanges, you will be liable to pay any extra amounts due for the new product and you may also be charged for re-dispatch. You will be informed of any charges before we proceed with the exchange.
Mascotazo is not responsible for return postage or packages that do not reach us and we will not refund or exchange returned items that become lost. The customer is therefore advised to send returns via recorded or special delivery or any other manner that ensures the parcel is guaranteed to arrive, tracked or covered for the full cost of the item(s).
Transaction fees are no longer refunded by PayPal. In the case of customer cancellations and refunds, PayPal fees may be subtracted from your refunded amount, at our discretion.
Faulty or Damaged Items
In the unlikely event that your goods arrive broken, damaged or faulty, please retain the item(s) and contact us immediately (within 24 hours of receipt of the goods). We will ask for details and a photo to be emailed to us. In some cases, where the item needs to be inspected or a photo cannot be provided, the item will need to be returned to us. Please retain the item(s) and contact us for instructions.
Handmade Items – some pieces, especially the larger ones, may have minor flaws, dents and variations. We accept non-uniform pieces as part of our quality control procedures. Any minor variations and imperfections are NOT considered manufacturing defects.
Orders can be cancelled up to the point of dispatch except in the case of made to order items. In those cases orders can only be cancelled if the product has not already been made or started to be made for you. PayPal transaction fees incurred by Mascotazo are not refunded if you cancel your order.
All online purchases have a ‘cooling-off period’. If you have changed your mind about your purchase and the product(s) are complete and in an unused and undamaged condition, please let us know of your intention to return your purchase within 14 days of receipt. You must contact us first before sending the item(s) back as we will need to issue you with a returns form and return address. You then have another 14 days to actually send the item(s) back.
Some items are not covered by this cooling-off policy.
Please note that, as in the case of all returns and exchanges, you will be responsible for the cost of the return unless we delivered the item to you in error, or if the item is damaged or defective.
Non-receipt of Goods
Before contacting us, please check the dispatch time of your item and also allow for delivery time. If that time has passed, please let us know that you have not received your goods. We must be informed of non-receipt of goods in a timely manner. Any declaration of non-receipt of goods made 3 weeks after the goods should have arrived may not be considered.
The first thing we will ask is for a confirmation of the delivery address. We will also ask you to please check at your local post/sorting office, in case your parcel is being held there.
If enough time has passed and the above checks have been completed, the parcel may be classed as lost. Please note that an order can only be classed as lost if at least 20 working days or more have passed since the item was due to be delivered to address. Refunds or replacements will not be processed until that time has passed, unless otherwise agreed.
Mascotazo will not be held responsible for non-arrival of goods if you use a forwarding or send-on address e.g. where you as the recipient use a third party to transport goods to a delivery address outside of our stated delivery destinations.
Mascotazo’s Gift eVouchers are valid for 12 months from the date of purchase. Gift eVouchers can be used online to purchase any items available at the Mascotazo online shop (one voucher per order). Gift eVouchers cannot be used without the Gift eVoucher code, cannot be redeemed for cash, cannot be replaced if they are lost or stolen, cannot be used or redeemed towards previous purchases, cannot be used or redeemed to purchase other Gift eVouchers, cannot be resold, and are not refundable.
Any purchase less than the value of the Gift eVoucher causes the unused balance to be saved for use in a future transaction (again, to be used within 12 months from the date of purchase of the voucher). Any purchase exceeding the value of the Gift eVoucher requires the use of a valid debit or credit card to complete the online transaction.
Articles and Information
The articles posted on this website are informative only and are not written by a vet or other professional. Reliability, accuracy or completeness is not implied. The information provided is given in good faith and is not intended to replace the advice of a qualified veterinarian. Mascotazo and the authors are not liable for any accuracy or otherwise of information or advice given in the articles and blog.