FAQ’s

We have put together some information below to help you with any queries you may have. However, if you still have need any further information please feel free to contact us either via phone, email, though social media or in person.

How do I place an order?

The Animal Therapy Hub website is an easy to use and secure way of ordering your therapy products online.

Simply select the item/s you wish to purchase then choose from the options available on the product page and ‘Add to Cart’. At the checkout stage shipping costs will be calculated and you can then proceed to payment. Our shipping costs start at £4.99 (heavier items will incur a charge due to increased shipping costs from our courier).Payment can be made via PayPal, Visa, Mastercard or cash on delivery for local delivery order only. Unfortunately we are unable to accept American Express.

Your order will then be packed and despatched to you using a tracked postal service.

Prefer to place your order over the phone? Simply call us on 07515 552694 and we can process your order over the phone.

We also attend shows and events in Cheshire and the surrounding counties throughout the year which will give you the opportunity to shop with us in person. For the details of our show and event schedule visit our ‘Shows & Events’ page and don’t forget to follow us on Facebook, Twitter and Instagram for the very latest news from The Animal Therapy Hub.

What methods of payment do you accept?

Payment to The Animal Therapy Hub is accepted by the following methods:

  • PayPal
  • Visa
  • Mastercard
  • Cash on delivery (for local orders only)

Unfortunately we are unable to accept American Express.

All goods must be paid for in full before they can be despatched.

Please note that all of our prices are quoted in Pounds Sterling and are inclusive of VAT where applicable.

What are your Terms & Conditions?

Terms & Conditions

Outlined below are ‘The Animal Therapy Hub’ Terms and Conditions (“T&Cs”).

By placing an order by phone or through our website www.theanimaltherapyhub.com (“Website”), you agree to be bound by the T&Cs set out below.

1. Ordering Goods

1.1 The steps required to create a contract between you and us (“Contract”) are as follows:

  • By phone – Telephone orders are always welcome and we can advise you on sizes and provide other information if necessary. Please telephone 07515 552694 between 9.30am – 4.30pm Tuesday to Sunday to place an order over the telephone. We currently accept payment via Visa, Mastercard or PayPal. Unfortunately we do not accept American Express.
  • Online – Select the items you wish to order from our online shop on our Website and complete the checkout process to confirm shipping costs and make payment.

1.2 Our Acceptance

All orders are subject to acceptance by us, and we will confirm our acceptance and complete our Contract with you by confirming your order at the end of the call or by sending you an email that confirms the goods will be dispatched to you (the “Order Confirmation”) or by dispatching the goods you have ordered to you, unless we have notified you that we do not accept your order, or you cancel your order in accordance with the instructions in condition 4 below.

2. Pricing, Processing your Orders and Payment

2.1 The price of any goods will be as quoted on the Website except in cases of obvious error. In the event of obvious inaccuracies, we reserve the right not to fulfill and/or to cancel any orders placed by you in reliance on the inaccurate prices.

2.2 Prices are payable in £ sterling and are liable to change at any time, but subject to clause 2.1, changes will not affect orders in respect of which we have already sent you an Order Confirmation.

2.3 Payment by credit or debit card received by us via the Website will be taken from your card at the time we receive your order, once we have checked your card details and whether the stock is available. Payment by credit or debit card for goods ordered by telephone will be taken from your card when we dispatch the goods. Any payment made to us will be refunded if we do not accept your order.

2.4 Whilst it is our intention to keep our Website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.

2.5 All prices shown on the Website are inclusive of VAT unless stated the item is zero-rated.

For further information on delivery charges, see condition 3 below.

3. Ordering, Availability and Delivery

3.1 Your order will be fulfilled within 30 days of the date of the Order Confirmation, unless there are exceptional circumstances (see condition 9).

3.2 Please take care when inputting or providing your delivery address details. We cannot be responsible for the cost of orders which are lost or cannot be delivered due to incorrect details.

3.3 UK Delivery

a) UK Mainland Standard – Sent via Royal Mail or Parcel Force and takes 3-5 working days from dispatch. Cost £4.99 (for items under 10kg) or free if you spend over £100

b) UK Offshore Standard – Sent via Royal Mail or Parcel Force and takes up to 8 working days from dispatch. Cost is £4.99 (for items under 10kg) or free if you spend over £100

c) Please contact us for UK Express delivery (UK Mainland only) or UK Saturday Express (UK Mainland only) Express options.

3.4 Royal Mail and Parcel Force deliveries normally require a signature. If you wish your parcel to be left without a signature, you may authorise us to do so by informing us or by entering this request in the Delivery Notes box at the checkout. We do not accept any responsibility for lost or missing parcels, so please ensure you ask for the parcel to be left in a secure place or state an alternative delivery address such as your work address, or request we leave it with a neighbour if you are not in.

3.5 Upon receiving your order, please check the items are correct and contact us as soon as possible on 07515 552694 (and in any event within a reasonable time after receiving your order) to inform us of any discrepancies.

 4. Consumer Rights

4.1 If you are contracting as a consumer, you may cancel any Contract between us at any time within 28 days, beginning on the day after you received the goods. In this case, you will receive a full refund of the price paid for the goods in accordance with our refunds policy set out in condition 5 below.

4.2 To cancel any Contract between us, you must inform us by either emailing info@theanimaltherapyhub.com or telephoning us on 07515 552694 and return the goods to us in accordance with condition 5 below.

5. Refunds and Returns

5.1 When you return goods to us under condition 4:

a) where the goods are not defective, we will process the refund due to you as soon as possible and, in any case, within 28 days of our receipt of the goods or of proof of your return of the goods. In this case, we will refund the price of the goods in full, including the original delivery charge (provided you return the full order to us), but not the costs you incur in returning the item to us.

b) if you claim that the goods are defective, or not in accordance with their description, we will examine the returned goods and will notify you of your refund by either telephone or email within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you that you were entitled to a refund for the defective goods. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us, provided you return the full order to us.

c) if you wish to exchange the goods, and would like more information on how to do so please telephone us on 07515 552694 within 7 days of receipt of the goods. We will not charge you to return the replacement goods to you, but unless the goods are faulty or not in accordance with their description we will not refund the costs you incur in returning the goods to us.

5.2 Goods can be returned to us at your cost within 28 days of delivery. You can handle the goods when you receive them to check that they are as you expected, in the same way as you would handle goods in a shop to decide whether to buy them. We may reduce the amount we refund to you where you have used the goods beyond the handling necessary for you to make sure the goods are as you expected. This does not affect your statutory rights where the goods are faulty or not as described.

5.3 Returns may be made calling us on 07515 552694 or email info@theanimaltherapyhub.com

6. Risk and Title

6.1 The goods will be at your risk from the time of delivery.

6.2 Ownership of the goods will only pass to you when we receive full payment of all sums due in respect of the goods, including delivery charges.

7. Our Liability

7.1 We warrant to you that any goods purchased from us are of satisfactory quality and reasonably fit for the purposes for which similar products are commonly supplied.

7.2 We shall not be responsible to you or any third party whether in contract, tort (including negligence) or otherwise for incidental, special, indirect or consequential loss or damage, any loss of profit (direct or indirect), loss of sales, loss of goodwill or reputation, loss of business, third party claims, pure economic loss arising out of or in connection with the performance or non performance of our obligations under these T&Cs, including such damage as may be reasonably foreseeable at the date you order the goods.

7.3 Nothing in these T&Cs shall exclude or restrict our liability a) for death or personal injury caused by our negligence; b) under section 2(3) of the Consumer Protection Act 1987; c) for fraud or fraudulent misrepresentation; or d) for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

 8. Notices

All notices given by you to us must be given to The Animal Therapy Hub, 82 Dig Lane, Wybunbury CW5 7EY. We may give notice to you at either the email or postal address you provide to us when placing an order, or by posting on the Website.

9 Events outside our control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control and our performance under any Contract between us is deemed to be suspended for the period that the event continues.

10. General

10.1 These T&Cs are governed by English law. Any dispute arising from, or related to, these T&Cs shall be subject to the exclusive jurisdiction of the courts of England.

10.2 A person who is not a party to these T&Cs or any Contract between us shall have no right to enforce any term of the T&Cs.

10.3 If any provision of these T&Cs or any provisions of any Contract between us are found to be invalid, unlawful or unenforceable by a court to any extent, such provision will to that extent be severed from the remaining provisions, which will continue to be valid to the fullest extent permitted by law.

10.4 We may assign, charge or transfer any of our rights or subcontract any of our obligations under these T&Cs or any Contract to any third party at any time. You may not assign, charge or transfer any of your rights or subcontract any of your obligations under these T&Cs and/ or any Contract between us except with our specific prior written permission in writing.

10.5 We reserve the right to revise and amend these T&Cs from time to time. If you place an order after the date on which the changes come into effect this will indicate your agreement to be bound by the new T&Cs.

10.6 We will take all reasonable care to verify the accuracy of all product details, descriptions, pricing information and photographs which we place in on the Website, but we make no warranties or guarantees in relation to the accuracy of the information. Some details, such as colour, may not be a true representation.

10.7 If we fail to exercise any of the rights or remedies to which we are entitled under any Contract between us, this shall not constitute a waiver of our rights and shall not relieve you from compliance with your obligations

What is your refund/returns policy?

If you are not entirely satisfied with your purchase, we’re here to help. In the first instance please contact us if you wish to return a product to us.

Please see our Terms & Conditions for details of our policies.

How do I book your demonstration/fitting advice service at my yard?

Please contact us to arrange a date. Our contact information is on the ‘Contact’ page or alternatively please complete the contact form below.

Privacy Policy

The information you submit to The Animal Therapy Hub will be held and used in accordance with the provisions of the Data Protection Act for the purpose of order processing, account administration, statistical or business analysis.

Your information will NOT be passed to third party representatives.

If you require any further information please contact us: info@theanimaltherapyhub.com

Contact Form