Terms & Conditions
The following terms and conditions apply to purchases from the Pet Mate Ltd (Pet Mate) online website.
These conditions set out the agreement between the consumer and Closer Pets for purchases made from this website. To purchase from this site you will need to use a credit/debit card or PayPal account.
Information on this Website
Whilst we try to ensure that all descriptions, details, including prices displayed on this website are correct and up-to-date, this cannot be guaranteed. Details will be updated from time-to-time and are subject to change. Prior to placing an order, please ensure you have checked all relevant details about the product(s) you have selected. All products advertised on this website are subject to availability.
The information on this website, including prices, does not constitute an offer to enter into an agreement. When you place an order via this website, your order shall constitute an offer for the products selected.
Closer Pets shall not be obliged to accept your order. If your order is accepted, confirmation will be sent by email to the address you supplied when placing the order.
Unless otherwise stated, all prices are inclusive of taxes (where applicable) and are correct at the time of entering the information onto the system. The total cost of your order is the price of the product(s) plus applicable delivery charge.
For Europe, we accept payment by PayPal or any major credit/debit cards.
For USA, we accept payment by PayPal, MasterCard or VISA
Payment will be taken from you when the confirmation e-mail is sent. If a product becomes unavailable, you will be offered the option to cancel your order, or to wait until the product becomes available.
Delivery and Charges
- All orders are subject to a carriage charge.
- All delivery timescales are subject to product and availability delivery times.
Ground Delivery (USA)
Orders received will normally be dispatched on the next working day. Receipt of the order should be expected within 3-5 business days for US continental states, from date of dispatch.
Delivery outside of the European Union and USA (Including Alaska, Hawaii, the Virgin Islands, Puerto Rico, and Guam)
Unfortunately, at present, we do not offer an online sales service to customers outside of the European Union and USA. Customers may contact Customer Services who will endeavor to assist in sourcing a retailer who sells our products within your geographic location.
Deliveries are made only once certain criteria have been met and are subject to stock availability and payment clearance. All credit card details are checked against the address details supplied; failure to provide the card’s registered address will delay your order. We apologize for any inconvenience caused but these procedures are in place to protect genuine cardholders.
In the event that goods are returned to us for any reason, as undeliverable, an additional delivery charge may apply to cover the cost of re-delivery.
Closer Pets will ensure that all products ordered are dispatched in a prompt manner in line with your instructions at the time you placed an order.
If the goods do not arrive, are incomplete, the wrong goods, or are damaged when you open them, you must tell our Customer Services Department within 14 days of receipt or expected delivery.
For North American enquiries, please telephone (800) 725 4333. If we are unable to send the goods, we will tell you when we will be in a position to deliver them, if this is not acceptable, and you wish to cancel your order, we will refund your payment.
Closer Pets enjoys a good reputation for the quality of its products.
However, in the unlikely event that there is a fault with our product(s), you should contact us by letter, fax, e-mail or telephone. Please quote the date you ordered the goods, the order number, title of product and the nature of the fault.
We may ask you to return the faulty product for inspection and repair or replace it at our cost including your postage costs.
Closer Pets wants you to be satisfied with your purchase. Should you wish to cancel an order or return a product, you should do so within 14 working days. You are responsible for all charges incurred in returning the goods. A full refund (including postage up to Royal Mail First Class) will be made within 30 days for UK only. The 14 days cancellation period will commence on the day after you receive your order. Products will only be accepted if they are returned unused in their original packaging.
This does not affect your statutory rights.
EU Waste Electrical and Electronic Equipment Directive (WEEE)
In August of 2005, the European Union (EU) implemented the EU WEEE Directive 2002/96/EC and later the WEEE Recast Directive 2012/19/EU requiring Producers of electronic and electrical equipment (EEE) to manage and finance the collection, re-use, recycling and to appropriately treat WEEE that the Producer places on the EU market after August 13, 2005. The goal of this directive is to minimize the volume of electrical and electronic waste disposal and to encourage re-use and recycling at the end of life.
Closer Pets has met its national obligations to the EU WEEE Directive by registering in those countries to which Closer Pets is an importer.
If you have purchased Cat Mate, Dog Mate or Fish Mate branded electrical or electronic products in the EU and are intending to discard these products at the end of their useful life, please do not dispose of them with your other household or municipal waste. Closer Pets has labelled its branded electronic products with the WEEE Symbol (crossed out wheeled bin) to alert our customers that products bearing this label should not be disposed of in a landfill or with municipal or household waste in the EU. Instead, please be aware that Closer Pets is making a return and collection system available to you, free of transportation and recycling costs, for discarding these products.
Closer Pets is committed to delivering the highest levels of customer service.
Should you wish to make a complaint about any aspect of our service, please contact our Customer Services Supervisor by letter, fax, e-mail or telephone. If you are writing, faxing or e-mailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required and, if not, please provide your full postal address.
If your complaint concerns one of our products, we may ask you to return the goods.
We will endeavor to reply within 5 working days from when we receive your complaint. If it is not possible to give you a full reply within this time, for example, if your complaint requires more detailed investigation, we will endeavor to give you an interim response telling you what is being done to deal with your complaint, when you can expect a full reply and from whom.
The full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly.
We offer a 1-year standard warranty. However, if you register your product at here within 14 days of your purchase, you get an additional 2-years warranty and Pet Mate Ltd will guarantee your product for a period of 3 years from the date of purchase (excluding fountain pumps, power adapters, and other accessories). If you do not have access to a computer, please send details of your purchase with a copy of the receipt along with your name and address, and our Customer Services team will handle this for you. Please get in touch with Closer Pets Customer Services if you have a problem with your purchase. The guarantee is here to protect you if any defect arises due to faulty materials or manufacture. Any defective items will be repaired or replaced free of charge by Pet Mate Ltd, provided the defect has not been caused by neglect, misuse or normal wear and tear. Your statutory rights are not affected. To get started, register now by following the link here.
Closer Pets is committed to safeguarding the privacy of our website visitors; in this policy we explain how we will treat your personal information in accordance with the General Data Protection Regulation May 2018.
Collecting personal information
We may collect, store and use the following kinds of personal information:
- Relating to the purchase of goods made by you through our website (including your name, address, telephone number, email address and payment details);
- Provided by you when completing a Product Registration form on our website (including your name, address, telephone number, email address, age range and general information relating to the product being registered);
- Provided by you when submitting a Customer Service Enquiry form on our website (including your name, address, telephone number, email address and general information relating to the purpose of your enquiry); and
- Contained in any communication that you send to us by email relating to our website (including your name and email address).
Before disclosing to us the personal information on the behalf of another person, you must obtain that person’s consent to both the disclosure and the processing of that personal information in accordance with this policy.
Using personal information
Personal information submitted to us through our website will be used for the purposes specified in this policy or on the relevant pages of the website.
We may use your personal information to:
- Administer our website and business;
- Send you goods purchased through our website;
- Send you email notification relating to goods purchased through our website;
- Send you email notification on the completion of a Product Registration form on our website;
- Send you email notification on the submission of a Customer Service Enquiry form on our website; and
- Respond to any communication or enquiries made by you relating to our website.
We will not supply your personal information to any third party for the purpose of their or any other third party’s direct marketing.
Disclosing personal information
We may disclose your personal information to any of our employees, officers or professional advisers insofar as reasonably necessary for the purposes set out in this policy.
We may disclose your personal information to any member of our group of companies (this means our subsidiaries, our ultimate holding company and all its subsidiaries) insofar as reasonably necessary for the purposes set out in this policy.
We may disclose your personal information:
- To the extent that we are required to do so by law;
- In connection with any ongoing or prospective legal proceedings;
- In order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk); and
- To any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information.
Except as provided in this policy, we will not provide your personal information to third parties.
International data transfers
Information that we collect may be stored and processed in and transferred between any of the countries in which we operate in order to enable us to use the information in accordance with this policy.
Information that we collect may be transferred to the United States of America which does not have data protection laws equivalent to those in force in the European Economic Area.
Retaining personal information
This section sets out our data retention policy, which ensures that we comply with our legal obligations in relation to the retention and deletion of personal information. Personal information that we process shall be kept for no longer than is necessary for the fulfilment of our business purposes only.
We will retain documents (including electronic documents) containing personal data:
- To the extent that we are required to do so by law;
- If we believe that the documents may be relevant to any ongoing or prospective legal proceedings; and
- In order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk).
Security of personal information
We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.
We will store all the personal information you provide on our secure (password and firewall protected) servers.
All electronic financial transactions entered into through our website will be protected by encryption technology.
You acknowledge that the transmission of information over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.
We may update this policy from time to time by publishing a new version on our website. You should check this page occasionally to ensure you are happy with any changes to this policy.
You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to:
- The payment of a fee (currently fixed at £10 GBP); and
- The supply of appropriate evidence of your identity (for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address).
We may withhold personal information that you request to the extent permitted by law.
Please let us know if the personal information that we hold about you needs to be corrected or updated.
A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.
Cookies may be either “persistent” or “session”: a persistent cookie will be stored by a web browser and will remain valid until a set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed. Our website uses session cookies only.
For further information and advice on blocking, deleting or disabling cookies, please visit this link.
Blocking or deleting cookies will have a negative impact upon the usability of many websites.
Intellectual Property Rights
All Intellectual Property Rights including, without limitation, all database rights, rights in designs, rights in know-how, patents and rights in inventions in all cases whether registered or unregistered and including all rights to apply for registration and all other intellectual or industrial property rights in any jurisdiction in any information, content, materials, data or processes contained in or to this website belong to Closer Pets. All rights of Closer Pets in such Intellectual Property Rights are hereby reserved.
Whilst Closer Pets has given careful attention to the preparation of the contents of this website, the information, images, pictures, logos, icons regarding, or relating to Closer Pets and its products are provided on an “as is” basis without any representation or endorsement being made and without any warranty of any kind, whether expressed or implied, including but not limited to, any implied warranties of satisfaction in quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. To the extent permitted by law, all such terms and warranties are hereby excluded.
Closer Pets does not represent that the information contained in this website is accurate, comprehensive, verified or complete, and shall accept no liability for the accuracy or completeness of the information contained in this website or for any reliance placed by any person on the information.
Closer Pets does not warrant that the product functions or materials accessible from, or contained in this website will be error free and that faults will be corrected; that this website will be uninterrupted or error free, and that faults will be corrected. Nor, that this website or the server that makes it available are virus or bug free or represent the full functionality, accuracy, reliability of the products and materials.
Any contracts formed between you and Closer Pets via this website will be deemed to have been made in the UK and shall be governed and construed according to English Law. Any disputes or proceedings shall be subject to the exclusive jurisdiction of the English Courts.
We are registered in England and Wales under registration number 1971114, and our registered office and principal place of business details can be found below.