Terms & Conditions

All orders placed with The Scratch Doctor Ltd are accepted with the understanding that the customer / purchaser has read and understood our terms and conditions of sale which are highlighted below. By accepting our terms and conditions you are entering into a binding contract which may only be cancelled by written agreement. The word “Company” within the following terms and conditions refers to The Scratch Doctor Ltd and the words “our website” refers to www.thescratchdoctor.co.uk

  1. Our Terms
    * What our terms cover. These terms along with our Privacy Policy tell you about The Scratch Doctor Limited. They advise you of the legal terms and conditions on which we supply products and services to you from our website thescratchdoctor.co.uk,
    * Why you should read these the terms and conditions: These terms and conditions explain any contract you have between us for the supply of goods and services. Please read the terms and conditions prior to ordering any goods from The Scratch Doctor Ltd as it explains who we are, how we will fulfil your order and how the contract can be cancelled by you or us. It explains what to do in the event of a problem or if you wish to change your mind. When completing your order, you will be asked before finalising your payment to accept our terms and conditions.
  2. Who we are
    The Scratch Doctor Ltd is a Private Limited Company registered in England & Wales. We operate from our warehouse facility in Lancashire. Our company registration number is 07372490 and our VAT number is GB909768572.
    * Our trading address is. The Scratch Doctor, Brinwell Road, Blackpool FY44QU
    * Our contact details are. sales@thescratchdoctor.co.uk or you can telephone us on +44 (0) 1253 584 137. You can also contact us in writing at, The Scratch Doctor Limited, Brinwell Road, Blackpool, FY4 4QU or visit our website www.thescratchdoctor.co.uk
    * How we may contact you. The Scratch Doctor Ltd may need to contact customers who place orders with us for goods or services. We would contact you on the telephone number provided during the order process or by writing to you at the email address supplied or the postal address given on the order.
  3. The Contract
    * Our website will guide you through the ordering process smoothly. During all stages (pre shipping) of your buying experience you can view, change or amend your order at any time. You can use our website to plan your order and at no stage of your viewing or planning experience are you committed to buy any of the goods you place in your shopping cart.
    * Accepting your order. The Scratch Doctor Ltd will only accept your order once you have completed the checkout process on our website and paid for the goods & services by your chosen method. During the checkout process you will be asked to check & amend your order as well as agreeing to our terms and conditions. Once you have completed this section of the website, we will be notified that you have placed an order on our system, and you will receive an order number. This will be automatically generated once check out is complete. You will also be notified of your order soon after completing the order by email.
    * If we cannot accept your order. The Scratch Doctor Ltd may not be able to accept your order. If we are unable to accept your order, we will notify you as soon as we are able to by making a telephone call, emailing you on the address you supplied or by writing to you at your postal address. If we are unable to accept your order, then you will not be charged for the goods. We may not be able to accept your order due to stock issues, shipping regulations for hazardous goods, because we have identified an error, the delivery address supplied is incorrect or we are unable to meet your deadline. If you have already paid for goods or services, then a refund will be issued as soon as possible. If you have placed any orders outside of our operational hours, then you will be notified as soon as we are open for business if we are unable to accept your order.

4 Prices
4.1 All prices displayed on our website are shown in British Pounds (£). The number of items ordered will affect the total value of any order. The company reserves the right to change prices without notice and to charge the customer / purchaser the price change at date of invoice.

4.2 Prices displayed on our website may vary from in store or catalogue prices. Online prices are exclusive to online purchases.


  1. Payments
    5.1 The Scratch Doctor welcomes the following forms of payment. Online sales must be paid for by debit / credit card prior to dispatch. We accept all major credit cards on our website however currently we do not accept cards by American Express. We accept payments from Paypal, Amazon Payments or by SAGEPAY. You will be directed to our secure payment gateways during the checkout process.
    All goods remain the Property of “The Scratch Doctor Limited” until paid for in full. Title of goods belongs to “The Scratch Doctor Limited” until paid for in full. Drawings, Artwork, Photographs and Designs are copyrighted and belong to “The Scratch Doctor Limited”, special manufacture of goods or bespoke items must be paid for in advance. Failure to pay in full for any equipment supplied by The Scratch Doctor Ltd will result in legal action.
  2. Products
    6.1 Products on our website are illustrated by use of photographic images obtained by either ourselves or from the factory who manufacture the product. Although every effort is made to show clear images, colour and style we are unable to guarantee these are displayed in the same format on customers ever changing media screens.
    6.2 Images used on our website are for illustration purposes only and in some circumstances the use of photo editing software will be used to create scenes which best portray our products. Whilst every effort is made to ensure consistency with our colours, we cannot be held responsible should they not fit a customer intended purpose.

6.3 The Scratch Doctor Ltd manufactures or selects its product range from several countries around the world as well as supporting UK made products. If you would like to become a supplier to The Scratch Doctor, please contact us at sales@thescratchdoctor.co.uk
6.4 The Scratch Doctor Ltd will make every effort to ensure measurements provided are accurate but from time to time our manufacturers may change a design or tweak a product to improve it.  All Sample Matched orders will be matched to an industry standard depending on material type allowing for a 5% tolerance either way.

6.5 All images are copyright protected and are the property of The Scratch Doctor Limited. Use of any images from our website will be subject to a signed media agreement. Should you wish to use images or data from our website please email sales@thescratchdoctor.co.uk with your written request and our legal department will contact you for further information.


7.0 Delivering your order
What delivery options do you offer?
Free Delivery to UK Mainland on orders over £15.00

£2.95 Standard Delivery to UK Mainland on orders under £15.00

£6.95 Next Day Delivery to UK Mainland

£7.95 International Delivery up to 2kg’s. Customs charges may be applicable.

Additional surcharges may be applied dependent on your delivery postcode. Any surcharges applicable to your order will be shown in the basket – prior to checkout – as soon as you enter your postcode.
When will my item be delivered?

Our Standard Service is usually delivered within 5 working days. Free delivery is available on orders over £15 in a single transaction. Some postcodes may have an extended delivery time.

Our Next Day Service* is available on orders placed before 1pm between Monday – Thursday. The earliest delivery date for these orders will be shown in your delivery confirmation. *Not available to all postcodes.

You may experience a delay in service if your order is due for delivery on or around a UK bank or public holiday.

How do I track my delivery?
You can track each parcel separately using the link on your confirmation email. Click the link and the delivery company’s website will open in a new page and display the current status of your parcel. Your order may be sent in more than one parcel and arrive at different times and on different days so please remember to track each parcel separately.

My order hasn’t arrived yet
If your order has not arrived on the specified delivery date, you will need to check with the carrier to see if there have been any issues, but please allow 48 hours from your delivery date for the parcel(s) to arrive. If 48 hours from your delivery date has passed

and you require further support , you can contact us by emailing sales@thescratchdoctor.co.uk

How to return items
Click here for information on how to return your order.

8.0 Consumer – Your Rights to Cancel / End the Contract. (Consumer Contracts Regulations 2014)
8.1 Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.
8.2 If your order consists of multiple goods, the 14-day period runs from when you get the last of the batch.
8.3 This 14-day period is the time you must decide whether to cancel and to send the goods back.

9.0 Your right to a refund
9.1 You should get a refund within 14 days of either The Scratch Doctor Ltd getting the goods back, or you are providing evidence of having returned the goods (a picture of a tracked return receipt will be acceptable)
9.2 A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
9.3 The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
9.4 The Scratch Doctor must refund the basic delivery cost of getting the goods to you in the first place, however, if you opted for enhanced service e.g. guaranteed next day, it only has to refund the basic cost.

10.1 There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel. These include personalised items or made to measure products, please see point 12. They also include goods with a seal for health protection and hygiene reasons that’s been broken.
10.2 There is a default delivery period of 30 days during which the retailer needs to deliver the goods to you unless a longer period has been agreed.

11.0 Returns Policy
If you’re looking to return or exchange your order for whatever reason, we’re here to help. We offer returns or exchanges within 30 days of purchase. You can return your product for a different product or a refund to the original payment method.
Please note the following exceptions to our returns and refunds policy:
* Discounted items are final and cannot be returned or exchanged
* Returned items must be in a new condition and be unopened
* Returned items must have no visible signs of wear or use

To initiate a return or exchange, please complete the following steps:
Please return your unused item/s to:

Customer Returns, The Scratch Doctor, Brinwell Road, Blackpool, FY4 4QU, United Kingdom. Along with your return, please include a small note with your name, address, order number, email address and a brief explanation of your reason for the return. For exchange – please state which item you wish to exchange for.

Once we have received the item we will then check the item, if it meets our policies/requirements set out in our returns policy, we will then issue your refund or initiate your exchange.
Additional Information:
* Your refund will be processed within 24 hours from the day we receive it
* It is the customer’s responsibility to pay for return shipping fees
* We advise returning your item via a tracked service
If believe your product is faulty please contact us at sales@thescratchdoctor.co.uk or call +44 (0)1253 584 137 (office hours are 9am – 4pm GMT) Monday to Friday

so we can help find a resolution for you

Return Conditions
1. Goods must be returned within 14 days of delivery at your address.
2. Goods must be in their original packaging, unused and fit for resale.
3. Excludes any bespoke/RAL colour orders and Colour Matching orders.
4. We encourage you to use a signed for delivery service & obtain proof of postage from the postal company you are using to return your order. Goods will remain the property of the sender until they are signed for at our returns warehouse.

Damages / Shortages
Whilst every care is taken to ensure your order is picked, packed and weighed correctly, packaged well and shipped on time, we understand that damages & shortages may happen. All we ask is that orders are checked and inspected within 24 hours of delivery. In the rare event an item has been received damaged or missing parts simply email our team at sales@thescratchdoctor.co.uk Please provide your order number and a brief description of your issue.