Terms and Conditions

Our aims - and an appeal....

We operate this 'online shop' as a fun service to ensure that bunnies (and their pet humans) throughout the country have access to possibly the widest range of toys, treats and gifts available online or from any pet store in the UK. 

We are very aware that until now, bunnies have often been treated as 'second class' pets and their needs often overlooked by other toy manufacturers and pet stores who concentrate on stocking products for dogs and cats.  We aim to rectify this!  We have bunny-friends across the country and when they see a new product launched then they kindly send us a sample and, if our furry mob like it and it's suitable for mail order, then we will be keen to stock it.  

Similarly, if YOU see any novel bunny toys in your own area which are not already included on this site, please let us know.

Prices:  All prices and postal charges on this site are clearly stated.  Only items marked as available for overseas delivery can be mailed outside the UK.  Please see the overseas ordering page for details.

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 the option of cancelling (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.  

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! *

We have been fully Verified by PayPal.

Online Bank Transfer:   If you have internet banking It is also possible to make your payment via online bank transfer which is normally quicker than postal cheque payments.  If you wish to order this way, please forward your order via email or post and use your own name as your payment reference so that the payment can be immediately traced back to you. 

Our bank details are:

• Sort Code:  09-06-66
• Account Number: 42143555
• Account Name:  Vaga Valley Marketing

Online payments are usually received within 4 bank working days and your order will be sent upon receipt of payment.

Cheque payments/Mail Order:  UK orders may be paid for by postal cheque if you prefer - please remember to add on the postal charges!  Click HERE to download an order form.  All cheques should be made payable to Vaga Valley Marketing and sent  to: Vaga Valley Marketing, 50 Vaga Crescent, Ross-on-Wye, Herefordshire, HR9 7RQ.  Orders will be sent upon clearance of funds which can take 5-7 working days.  

Delivery: 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.

• Please CLICK HERE to email us
• Telephone: 07769 630079 1-6pm daily.  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.
• Postal Address:  Vaga Valley Marketing, Fifty-Fifty House, Vaga Crescent, Wyecroft Park, Ross-on-Wye, Herefordshire, HR9 7RQ

Refunds: 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.  We always obtain a Certificate of Posting for all orders which provides compensation up to £30 (for orders delivered within the UK).  Higher value orders delivered within the UK will be insured to cover their full value where appropriate.  

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 Rabbit Owner's CD (and other computer software) from the Cooling Off period. 

Guarantees: We offer a money-back guarantee on all our goods. Should any be found to be defective then we offer a replacement service at no cost. This guarantee does not affect your statutory rights.  

Lost Orders:   In the unlikely event that your order sent via Royal Mail fails to arrive within 15 working days (UK only) after the expected delivery date it can claimed for online at: http://www.royalmail.com/portal/rm/customerservices;jsessionid=2HJFZH0ACSSIMFB2IGVUQEQUHRA0UQ2K?catId=400144&pageId=cs_filter&csd=late&gear=authentication.  We can make claims for lost items on your behalf and submit our proof of posting with the claim.  You will be required to sign a Declaration of Loss in order for claims to be processed and a refund made.  A claim for loss can only be made if you have given us your correct delivery address. 

Loss or Damage in Transit

• Royal Mail:  All items we send via Royal Mail are insured against loss or damage.   If an order delivered via Royal Mail should arrived damaged then it is often quicker for the recipient who holds the damaged goods to make the claim: http://www.royalmail.com/portal/rm/customerservices?catId=400144&pageId=cs_claimform&csd=damage.  We can make the claim on your behalf and once the damaged item has been inspected, Royal Mail will then reimburse us - a process which can take 3-4 weeks.  It is normally faster for the recipient to make a claim for damaged items direct and you will receive compensation direct from Royal Mail - this process usually takes 1-2 weeks.  We are equally happy to pursue any claim for you but this takes longer because Royal Mail will be liaising with two parties instead of just the claimant.  Any damaged items must be retained for inspection by Royal Mail.  Royal Mail will contact you to arrange inspection and/collection of any damaged goods.  

• Courier deliveries: Please check the correct number of items are delivered and examine your order carefully before signing 'Received in Good Condition'.  Claims for damage or missing items cannot be made later if you have signed that your order was received in good condition.  (This is a standard term imposed by all couriers.)

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.

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.

Advertising:  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.