Payment Policy

Effective Date: September 8, 2026

At Doolittles Pet Stores, we aim to provide customers with a clear, secure, and straightforward payment experience when shopping through doolittlespetstores.com.

This Payment Policy explains our accepted payment methods, currency, payment authorisation, billing information, payment security, failed transactions, refunds, and other payment-related matters.

Nothing in this Payment Policy limits or excludes any statutory consumer rights available under applicable UK law.

Accepted Payment Methods

Doolittles Pet Stores currently accepts the following payment methods:

• Visa
• Mastercard
• Maestro
• American Express
• JCB
• Visa Electron
• Discover
• Diners Club

Available payment methods are displayed during checkout before the customer completes an order.

A payment method must be successfully authorised before an order can proceed.

Currency

Unless otherwise clearly stated, all prices and charges on doolittlespetstores.com are displayed and processed in:

British Pounds Sterling (GBP / £)

If your card or payment account uses another currency, your card issuer or payment provider may apply its own currency-conversion rate or fee.

Any such third-party conversion charge is determined by the applicable payment provider and is outside the control of Doolittles Pet Stores.

Product Prices

We aim to display clear and accurate product prices throughout our website.

Before payment is completed, customers will be able to review the applicable order total.

The final checkout amount may include:

• Product price
• Applicable delivery charge
• Applicable taxes where required
• Any valid discount or promotion
• Other clearly disclosed charges where applicable

Mandatory charges will be shown before the customer completes payment.

Shipping Charges

Our current standard UK delivery charges are:

• Orders of £150.00 or more: Free Standard Delivery
• Orders below £150.00: £6.99 Standard Delivery

Where an additional delivery charge applies to an eligible remote or extended UK delivery area, the applicable charge will be displayed during checkout before payment is completed.

No Hidden Standard Charges

We aim to clearly display the amount payable before an order is submitted.

Doolittles Pet Stores does not intend to add undisclosed mandatory standard charges after checkout has been completed.

Customers should review the final order summary before submitting payment.

Payment Authorisation

All payments are subject to successful authorisation.

When payment is submitted, your card issuer or payment provider may perform checks such as:

• Verification of card details
• Billing-address verification
• Availability of funds
• Security authentication
• Fraud-prevention checks
• Additional cardholder verification

Submitting payment does not guarantee that a transaction will be approved.

If payment cannot be successfully authorised, the order may not be completed.

When Payment Is Taken

Payment may be authorised or collected when the customer completes checkout, depending on the payment-processing arrangement applicable to the transaction.

In some cases, a transaction may initially appear as pending before it is fully processed.

The timing of pending authorisations and completed transactions may depend on the customer's bank or card issuer.

Order and Payment Confirmation

After successful checkout, customers will generally receive an order confirmation using the contact details provided when the order was placed.

An order confirmation may include:

• Order number
• Products ordered
• Order total
• Delivery information
• Relevant payment confirmation
• Other order details

Customers should review the confirmation and contact us promptly if they believe any information is incorrect.

Declined Payments

A payment may be declined for reasons including:

• Incorrect card information
• Incorrect billing address
• Insufficient available funds
• Expired card
• Card-issuer restrictions
• Security or fraud-prevention checks
• Authentication failure
• Payment-provider restrictions

If your payment is declined, you may:

• Review the payment details entered.
• Check your billing information.
• Contact your card issuer.
• Try another accepted payment method.

Doolittles Pet Stores may not receive the specific reason a payment has been declined by the card issuer.

Pending Payments

Occasionally, a payment may appear as pending even if the transaction has not been fully completed.

Pending authorisations are generally controlled by the customer's bank, card issuer, or payment provider.

The time required for a pending authorisation to be completed or released may vary.

If you need additional information regarding a pending transaction, please contact your card issuer or payment provider.

Duplicate Charge Concerns

If you believe you have been charged more than once for the same order, please contact us.

Please provide:

• Your full name
• Order number
• Email address used at checkout
• Transaction date
• Transaction amount

For security reasons, please do not send your complete card number, card security code, PIN, password, or authentication code by email.

Payment Security

Payments are processed through payment systems available through our online checkout.

Customers should enter payment details only through the designated secure checkout fields.

For your security, please never send the following through ordinary email or customer-support messages:

• Full card number
• Card security code
• PIN
• Online banking password
• Card-account password
• One-time verification code

Payment providers may process payment information under their own privacy, security, and processing terms.

Please review our Privacy Policy for additional information about how personal information is handled.

Billing Information

Customers are responsible for providing complete and accurate billing information.

This may include:

• Full name
• Billing address
• Postcode
• Email address
• Telephone number
• Other information required to process the transaction

Incorrect or incomplete billing information may result in payment failure, additional verification, or an order-processing delay.

Fraud Prevention

Orders may be subject to reasonable payment-security and fraud-prevention checks.

An order may be placed on hold or cancelled where:

• Payment cannot be verified.
• Payment appears unauthorised.
• Materially inconsistent information has been provided.
• Fraudulent activity is reasonably suspected.
• Required payment verification cannot be completed.

Where an order is cancelled after payment has already been successfully collected, an applicable refund will be issued.

Pricing Errors

We make reasonable efforts to ensure that product prices are accurate.

However, technical or administrative pricing errors may occasionally occur.

Where an obvious pricing error is identified before fulfilment, we may:

• Contact the customer.
• Explain the pricing issue.
• Provide the correct price.
• Ask whether the customer wishes to continue.
• Cancel the affected order where appropriate.

If payment has already been collected and the order is subsequently cancelled, an applicable refund will be issued.

Nothing in this section limits applicable statutory consumer rights.

Discounts and Promotional Codes

Where a valid discount or promotional code is available, the applicable discount should appear in the order summary before payment is completed.

Promotions may be subject to conditions such as:

• Validity dates
• Minimum order value
• Product eligibility
• Usage limits
• Other clearly stated conditions

Expired or ineligible discount codes may not be accepted during checkout.

Order Cancellations

If an eligible order is successfully cancelled before fulfilment, any applicable payment already collected will be refunded.

Once an order has entered processing or dispatch, cancellation may no longer be possible through the normal fulfilment process.

Applicable statutory cancellation rights remain unaffected.

Please review our Terms of Service and Return & Refund Policy for further information.

Returns and Refunds

Eligible returns are handled in accordance with our Return & Refund Policy.

Our voluntary online return period is:

30 calendar days from the date of delivery

Once an eligible returned product has been received and inspected, approved refunds are normally processed within:

10 business days

Approved refunds are normally returned to the original payment method used to place the order.

Refund Processing

After Doolittles Pet Stores processes an approved refund, your card issuer or financial institution may require additional time to display the refund in your account.

This additional processing time is controlled by the relevant financial institution and is outside our direct control.

If you have received confirmation that a refund was issued but cannot see the funds after a reasonable period, please contact your card issuer.

Partial Refunds

Where permitted by applicable law and our Return & Refund Policy, a voluntary refund may be reduced where a returned product shows handling, damage, alteration, or use beyond what is permitted under the applicable return conditions.

This does not affect statutory rights relating to goods that are faulty, damaged when supplied, incorrect, or not as described.

Unauthorised Transactions

If you believe your payment card has been used without your authorisation, contact your card issuer promptly.

You may also contact Doolittles Pet Stores if the transaction appears to relate to an order through our website.

We may request reasonable order information to help identify the transaction.

Never send sensitive card credentials or security information by email.

Changes to This Payment Policy

We may update this Payment Policy where necessary to reflect changes in:

• Accepted payment methods
• Checkout functionality
• Payment processing
• Store operations
• Refund procedures
• Applicable legal or regulatory requirements

The latest version will be made available through our website.

Contact Information

If you have a question about payment, billing, an order charge, or a refund, please contact:

Business Name: Doolittles Pet Stores
Business Email: support@doolittlespetstores.com
Business Phone: +44 1773 880742
Business Address: 21 Strutt St, Belper DE56 1UN, United Kingdom

Online Customer Service Hours:
Monday – Friday
9:00 AM – 5:00 PM (UK time / Europe/London)

Order Cut-Off Time:
5:00 PM (UK time / Europe/London)

When contacting us regarding a payment or refund, please provide your order number and the email address used during checkout where possible.

For security reasons, never send your complete card number, security code, PIN, password, or one-time authentication code by email.