General Terms & Conditions
Please carefully read Terms and Conditions before purchase from our website. By using our services, you agree to be bound by these Terms and Conditions. You should completely read our Terms and Conditions before process any purchase to avoid misunderstanding before and after purchase.
Table of Contents
When you visit our website or mobile apps, send e-mails, text message or any other method, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail, SMS, notification, through other method or by posting notices on this website. You may retain copies of these communications for your records. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communication be in writing.
Product Price and Payment
Whilst we make best efforts to ensure that all details, descriptions and prices which appear on our services are accurate, there may be instances where errors may occurs. If we discover an error in the price of any products which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it.
- We are under NO obligation to fulfill your order if the price listed on the website is incorrect even after your order has been acknowledged and received by us.
- You can pay via any of our e-payment methods provided during checkout or choose Cash on Delivery.
We reserve the right to remove or edit any products listed on our website or mobile apps at any time. We will make our best efforts to always process all orders but there may be exceptional circumstances wherein, we may need to refuse to process an order after we have sent you an order confirmation, which we reserve the right to do at any time, at our sole discretion. If we cancel your order and you have already made payment for your order. the payment amount will be fully refunded to you.
Delivery in Phnom Penh
- Delivery usually takes between 8 to 36 hours, Mostly you will get your order the Same-Day if you placed an order before 11:00 AM in the morning or Next-Day if the order is placed after 11:00 AM, if there are no obstacles (Raining, Heavy Traffic, Address cannot be found, Customer didn’t answer the Phone, Number is unreachable or No clear instruction provided., etc.) arise.
- If you urgently need your package, We have Express Delivery Services (1-4 hours) available. Please choose that option on Checkout. Fees charge based on the Distance (Kilometer).
- 90% of our packages are handled by Third-Party Delivery Companies. We only deliver by our own team in some special cases like the order is bulky or there are extra services needed. (We are unable to deliver all the packages by our own team because we can’t make it on time and it’s very costly. )
- The delivery staff will contact you before any delivery for confirmation or any questions.
- We shall notify you if we are unable to meet our estimated delivery date, but to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.
- Upon delivery of the order, you may be required to sign for delivery. You may contact our customer service at 070 222 638, hello[@]petzo.net or Facebook Messenger If there is any fault, defect or damage to the items.
- If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not (within three days of our first attempt to delivery the product to you) accept delivery or collect the product, we may charge you for any fee and other costs reasonably incurred by your refusal or no longer make the product available for delivery or collection.
Ship to Provinces
- We ship packages to other provinces by J&T Express, Vireak Buntham or Capitol Bus.
- Packages will be sent out every evening around 5:00-700PM. If you placed an order before 3:00 PM, Your package will be sent out on the same day. Otherwise, It will be prepared and sent out the next working day.
Note: Vireak Buntham & Capitol Bus do not offer Door-to-Door delivery, J&T Express does offer home delivery within some areas only.
- All packages shipped to the province require extra time to prepare and it should take from 1-3 days to reach the destination provinces after we drop them at the courier station.
- We DO NOT guarantee that the Logistic Companies will deliver the package(s) to your home address. It’s the responsibility of their own.
Returns, Exchange and Refund Policy
Return and Exchange must be within 7 calendar days from purchase date only.
We take full responsibility if we did NOT send you enough item(s), wrong item(s), expired or broken due to our mistake. We will replace you with the new item(s) or process the refund right away after the inspection. You don’t have to pay any extra return or delivery fee.
Please be informed, exchange or return because you have changed your mind or you choose the wrong item(s) by yourself includes items available in multiple sizes. If the customer is not clear about how to choose the size, We recommended bringing your pet to our store to try physically.
The Exchange or Refund can only be processed in our Physical Store. Because our delivery partner unable to take product(s) from you and bring back to us.
In a very special case, You can provide us your reason. If we can help to process the exchange, We will do it. But, you need to pay the delivery fee and return fee. We will not be liable for any loss or damage incurred in the process of shipping items back to us.
However, we require the following conditions:
1. We kindly ask that the item(s) is not used or expired, undamaged and unopened packaging. Items are expected to be in the exact same condition as when you received it, and is in the original box and/or packaging with all tags, if any., etc. (We reserve our full rights to inspect the products carefully before process the exchange or refund.)
2. Some item(s) are subject to restocking fees of up to 50% of the item price.
3. Exchange only possible for one time, Please check your item(s) carefully.
We reserve full rights to refuse any return if we found anything abnormal or the customer has an abnormal pattern of returning products.
All packing and fulfilling processes are under FULL CCTV (Camera) Recording.
Phnom Penh City: We take FULL responsibility for package deliver to address in Phnom Penh City. We make sure the customer receive their package with enough quantity item(s). But not limited to:
- Customer requested to drop the package(s) to their front yard, Then someone stole it.
- Customer requested to drop the package(s) at their Apartment Management Office, Then the staffs did not take care of it.
All packing and fulfilling process are under FULL CCTV (Camera) Recording.
Other Provinces: We take PARTIAL responsibility for package ship to other Provinces. We make sure to safely drop the package(s) to Logistic Branches/Locations and send you the transfer receipt or package label. But the responsibly is limited to:
- If we did NOT send you enough quantity, wrong item(s) or expired due to our mistake. We will replace you with new item(s) or process the return/refund right away after the inspection. You don’t have to pay for any extra return or delivery fee.
- For Fragile item(s). We will make sure to carefully packing them. But, We do NOT take responsibility for damage to those item(s) during the process of transportation by third party logistic companies.
- We are under NO obligation to process 100% compensation for lost package(s) made by third party logistic companies. We will pay compensation maximum 50% of total receipt plus compensation from third party logistic companies with maximum of total receipt amount. Compensation processing time from logistic companies are responsibility of their own.
Accessibility and Limitation
Your privilege to use or access the website or mobile apps may be terminated by Petzo immediately and without notice if you fail to comply with any term or condition of the Terms. You promise not to use the services for any purpose that is unlawful or prohibited by these Terms, or any other purpose not reasonably intended by Petzo Animal Supplies. By way of example, and not as a limitation, you agree not to use the services:
- We may limit or terminate our service and keep users off if we think they are creating problems.
- To communicate with Petzo Customer Services/representatives or other users in abusive or offensive manner.
- To create multiple accounts for the purpose of exploiting or cheating our system.
We reserve the right to change or amend to these Terms and Conditions at any time. All changes or amendments to these Terms and Conditions will be posted online. However, continued use of the site will be deemed to constitute acceptance of the new Terms and Conditions.
All Terms & Conditions are follow and govern by Law and E-commerce law of the Kingdom of Cambodia.