Policies

Please find our company policies and Terms below;

Data protection (GDPR)

Our privacy policy sets out what personal buyer information Totally Degu Ltd receives from you, how we use it and under what circumstances, if any, we will share it with other parties. Totally Degu Ltd abides by and are compliant with the Data Protection Act 1998 (herein referred to as “The DPA”) and the General Data Protection Regulation (herein referred to as “The GDPR”) which came into effect on 25th May 2018. We are committed to keeping buyers’ personal information secure and confidential.

Lawful Basis for Processing Personal Data
For the purposes of the GDPR, Totally Degu Ltd are the Data Processor when selling on totallydegu.co.uk and processes all personal data lawfully, fairly and in a transparent manner. Under Article 6 of the GDPR, the lawful basis on which we process personal data received from totallydegu.co.uk is that of “Contract” – whereby processing is necessary in order to fulfil buyer orders and enquiries. Totally Degu Ltd retains information provided by totallydegu.co.uk, such as transaction information for internal financial accounting purposes. It is a legal requirement to retain this information for a period of 7 years.

Data Totally Degu Ltd Receives: Personally Identifiable Information
We receive personally identifiable information from totallydegu.co.uk only when it is voluntarily submitted by buyers when placing an on-line order. The data we receive includes: name, billing address, delivery name, delivery address, e-mail address, telephone number, date of order, items ordered, value of items ordered, chosen method of delivery. Totally Degu Ltd does not sell or rent personally identifiable information to any third party for any purpose.

How we use buyers’ personal information
Totally Degu Ltd may use any personal buyer information provided by totallydegu.co.uk to:

  • process and dispatch buyers’ order/s
  • carry out regulatory checks to meet our legal obligations
  • prevent and detect crime
  • develop and improve our products
  • undertake anonymised statistical analysis (we won’t be able to identify individuals from this data)

Totally Degu Ltd treats all information we hold about buyers as private and confidential. We will not reveal any personal details or details concerning buyers’ orders to anyone not connected with us, unless:

  • a buyer asks us to reveal the information, or we have a buyer’s permission to do so
  • we are required or permitted to do so by law
  • it is required by law enforcement, fraud prevention or credit reference agencies

Totally Degu Ltd may share buyer personal information with our suppliers, service providers and other contractors only to fulfil orders buyers place with us on totallydegu.co.uk.

Data Subject Access Requests
Under the GDPR buyers are entitled to obtain from us (the Data Processor for the purposes of The GDPR when selling on totallydegu.co.uk) a copy of the data held concerning them and to have any inaccuracies in the data rectified. We are obliged to provide this data to within 1 calendar month of the request and free of charge. However, we have the right to refuse or charge for requests that are manifestly unfounded or excessive and repetitive. The data controller for Totally Degu Ltd is Lee Shepherd, please send requests to leeshepherd@totallydegu.co.uk.

Delivery

Processing time: Orders will be dispatched within two days of receipt excluding weekends and public holidays. Most orders are dispatch via Royal Mail 48 however, heavier orders may be sent via alternative carriers such as Hermes & Parcelforce.

Payment options

All payments are secured via PayPal, any payment information is secured on PayPal servers, Totally Degu has no access to this information other than the basic information to process any adjustments (such as refunds).

Returns & exchanges

Statutory Cancellation Right

You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item. To exercise your cancellation right please contact totallydegu.co.uk (customer.support@totallydegu.co.uk)

I gladly accept returns, exchanges and cancellations

Contact me within: 14 days of delivery

Return items back within: 30 days of delivery

Request a cancellation: before item has dispatched (Contact; customer.support@totallydegu.co.uk)

The following items can’t be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:

  • Custom or personalised orders
  • Perishable products (like food or flowers)
  • Digital downloads
  • Intimate items (for health/hygiene reasons)

Conditions of return

Returns Costs & Methods

totallydegu.co.uk will refund the cost of sending an item back to us if it’s defective, damaged or incorrect. In many cases, we’ll provide you with a pre-paid returns label. If your return is not the result of a totallydegu.co.uk error, and you’re using a pre-paid return label, we’ll deduct the cost of the return from your refund. If you are funding the return, we will only refund the basic 2nd class Royal Mail cost for the item. Please note that returns that contain multiple items, or large items, may cost more. Postal return costs incurred by the buyer via a change of mind return will not be refunded

Please note that certain types of items aren’t eligible for cancellation or return under the totallydegu.co.uk returns policy (see above)

If the item is not returned in its original condition, the buyer is responsible for any loss in value. All items are inspected upon return.

Questions about your order?

Please contact totallydegu.co.uk if you have any problems with your order. https://totallydegu.co.uk/contact-totally-degu/

Email: customer.support@totallydegu.co.uk

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