Policies and Security

We aim to make dealing with us an enjoyable experience. It is our policy to supply interesting products of the highest quality in our online store within a secure ordering environment. We take our responsibilities to our customers very seriously.

Our customer charter

• To supply interesting and high quality products to our customers
• To fulfill orders from our own stock and not drop ship or back order
• We aim to ship the majority of orders within 24 hours of receiving payment
• Shipping and handling are based on cost plus packaging. We reserve the right to amend the list of countries to whom we ship from time to time.
• We will not share any information you give to us with any other organisation (we are registered under the UK Data Protection Act 1998)
• We aim to deal openly and fairly with our customers and we take feedback from our customers very seriously.
• Provide customer service by email and reply promptly.

Credit card security

UK Customers can select to pay by Paypal, Sage/Protx or UK cheque/UK postal order. Credit/Debit card processing is handled by PayPal or Sage/Protx Both of these organisations use sophisticated and secure industry standard technology to ensure that your credit card details are kept secure. We never see your card details. IMPORTANT: Please note that we can only accept Cheques and postal Orders from UK Customers. All other Customers MUST pay using either Paypal or Sage/Protx payment option. We can not accept International checks or Money Orders.

Privacy policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent.You can unsubscribe from our Newsletter at any time by either logging in to your account and changing your preferences or by using this link.

The type of information we will collect about you includes:

• name
• address
• email address
• credit/debit card details (collected by our secure card processing partner and not available to us)

We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.The personal information which we hold will be held securely in accordance with our internal security policy and the law.

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should contact us.

Cancellation rights and Returns

You have the right to cancel your order within 7 working days, starting the day after your order is received. Any item returned to us should be in its original (and undamaged) packaging and will be sent at your cost. Upon receipt of the returned goods we will make a full refund within 7 days. We do NOT refund expedited shipping costs under any circumstances. We do NOT accept returned pet clothing ( unless the item is damaged ) due to health issues - so please measure carefully and ask any questions before placing your order.

Statutory rights

Statements made on this page do not affect your statutory rights as a consumer.

Complaints

We take any complaints very seriously. We aim to respond to all complaints within 5 working days, when we will provide an acknowledgement and give a likely timescale for the resolution of the problem. Any complaints are treated in confidence and we will ensure that we keep people informed of the progress of their complaint. We log all complaints to enable us to improve our services, where appropriate. In the unlikely event that you wish to complain please contact us making sure to let us know your order reference number.

Security

This site uses industry standard SSL (128 bit) and encryption when collecting credit card and personal information.

The content of our website is subject to errors and omissions being excluded.

Jurisdiction

The Terms and Conditions of our trading shall be governed by and construed in accordance with the laws of England and Wales. Disputes arising from here shall be exclusively subject to the jurisdiction of the courts of England and Wales. Any transaction enacted on this website will be deemed to have occurred in the United Kingdom where the company and its servers are located.

VAT

All prices include VAT at current rate

Contacting us

If you need to reach us, please use our contact page.

Samburu.com is a trading name of
Big Yellow Box Limited
PO Box 301
Letchworth Garden City
SG6 9DF