Terms of Service

Last updated: 29 October 2026

Welcome to our online store. These Terms of Service (“Terms”) explain how you may use our website and the conditions that apply when you purchase products from us.

“We”, “us” and “our” refer to the seller identified in the business information section below.

These Terms apply to consumer orders for delivery within the United Kingdom. Please read them before placing an order and retain a copy for your records.

1. About our store

We sell pet products and accessories through our website.

Our legal business name, contact details and business address appear at the end of these Terms.

2. Using our website

You must use our website lawfully and must not:

Use it for fraud or other unlawful activity.
Attempt to access accounts, systems or information without authorisation.
Interfere with its operation or security.
Upload viruses, malware or other harmful material.
Infringe our intellectual property rights or those of others.
Use it to harass, deceive or harm other people.

We may reasonably restrict access where necessary to address security threats, fraud or misuse. This will not remove your rights relating to existing orders.

3. Product descriptions and suitability

We take reasonable care to ensure that product descriptions, specifications, dimensions, photographs and prices are accurate.

Colours and product appearance may vary slightly depending on screen settings and lighting. This does not affect our obligation to supply products that match their description.

Before ordering, review the dimensions, materials, sizing guidance, weight limits and suitability for your pet on the product page.

Follow the supplied care and safety instructions. Supervise your pet where appropriate, inspect products for wear and stop use if a product becomes damaged.

Nothing in this section limits your rights if a product is faulty, unsafe, not as described or unfit for its intended purpose.

4. Availability

Products are subject to availability.

If we cannot supply a product you have ordered, we will contact you promptly. We will not substitute another product without your agreement.

If we cannot fulfil your order and you do not agree to an alternative, we will refund any payment taken for the unavailable product.

5. Prices and payment

Prices are displayed in pounds sterling (GBP £) and include applicable VAT where chargeable.

Standard delivery is free (£0.00) on all UK orders. Any optional additional charges will be clearly shown before you complete checkout.

Prices may change for future orders. Changes do not affect an order we have already accepted.

If we identify a pricing error before accepting your order, we will contact you to explain it. You may choose whether to proceed at the correct price or cancel for a full refund of any payment taken.

Available payment methods are displayed at checkout. Payment must be authorised before we process your order, unless another arrangement is expressly offered.

6. Placing an order and contract formation

Please check your basket, contact details and delivery address before submitting your order.

After you place an order, we will send an acknowledgement email containing your order details and order number. This acknowledges receipt and does not itself constitute acceptance.

We accept your order when we send a dispatch confirmation, unless we expressly confirm acceptance earlier. A contract is formed at that point.

Before acceptance, we may decline an order for a reasonable reason, such as unavailable stock, failed payment, a pricing error or suspected fraud. We will notify you and refund any payment taken.

Your statutory rights, including applicable cancellation rights, remain unaffected.

7. Changes and cancellations before dispatch

If you would like to change your order or stop it before dispatch, please contact us as soon as possible, preferably within one hour of placing it.

Where available, you can use the cancellation link in your order confirmation email.

After one hour, processing or fulfilment may already have begun, so we may be unable to amend the order or stop dispatch.

The one-hour window does not limit your statutory right to cancel.

Please see our Order Cancellation Policy for further details.

8. Your statutory cancellation rights

For most online purchases, you can cancel without giving a reason from the time you place your order until 14 days after the day you receive your goods.

After notifying us of cancellation, you normally have a further 14 days to send the goods back.

Certain exceptions apply, including products made to your specifications or clearly personalised.

Please see our Returns and Refunds Policy for cancellation instructions, return costs and refund arrangements. These rights arise under the Consumer Contracts Regulations 2013.

9. Delivery

We currently deliver exclusively within the United Kingdom.

Standard delivery: Free (£0.00), with no minimum spend or hidden handling charges.
Daily order cut-off: 5:00 pm (UK time), Monday to Friday.
Processing time: Usually 1–2 working days after payment confirmation.
Estimated transit time: 6–9 working days after dispatch.
Total estimated delivery time: 7–11 working days.

Working days exclude weekends and public holidays. Orders placed after the cut-off begin processing on the next working day.

Delivery times are estimates unless we expressly agree a particular delivery deadline. If a delay occurs, we will take reasonable steps to keep you informed.

Unless another delivery period has been agreed, we will deliver without undue delay and within 30 days of contract formation, as explained in GOV.UK’s distance-selling guidance.

If we fail to deliver as required, your statutory remedies remain available.

Please see our Shipping Policy for further information.

10. Delivery details and responsibility for goods

You are responsible for providing an accurate delivery address. Please tell us promptly if you notice an error.

We remain responsible for the goods until they come into your physical possession, or that of a person you nominate to receive them, subject to any applicable statutory exception where you independently appoint a carrier.

If your parcel is missing, damaged or incorrectly delivered, please contact us so we can investigate and arrange an appropriate solution.

11. Customs and import charges

Products may be dispatched from outside the United Kingdom.

We prepay applicable import duties, import taxes and customs clearance fees. You will not be asked to pay additional import charges on delivery.

Any applicable taxes are included in the order total displayed at checkout. Please contact us if a courier requests an unexpected import payment.

12. Returns, refunds and exchanges

We offer a 30-day return period for eligible products, in addition to your statutory rights.

Under our voluntary return policy, products generally must be unused and returned in their original condition and packaging.

Those additional conditions do not restrict statutory cancellation rights or rights concerning faulty, damaged or incorrectly supplied goods.

Please see our Returns and Refunds Policy for full details.

13. Faulty, damaged or incorrect products

Products must be of satisfactory quality, fit for purpose and as described.

If a product is faulty, arrives damaged or differs from what you ordered, please contact us with your order number or other proof of purchase and details of the problem.

Depending on the circumstances, you may be entitled to a refund, repair, replacement or price reduction.

Our voluntary return deadlines do not replace your statutory rights. These protections are explained in GOV.UK’s guidance on statutory product rights.

14. Intellectual property

Website content, including branding, photographs, graphics, text, product descriptions, videos and page designs, is owned by us or used under licence.

You may browse the website and save or print information for personal, non-commercial purposes, including keeping records of your purchases.

Other copying, distribution or commercial use requires permission unless permitted by law.

15. Accounts

If you create an account, please keep your login details confidential and provide accurate information.

Notify us promptly if you suspect unauthorised access.

You are not automatically responsible for activity caused by a security failure on our part or another matter for which the law makes us responsible.

16. Reviews and submitted content

If you submit a review, photograph or other content, you must have the right to share it. Content must not be unlawful, misleading or infringe another person’s rights.

You retain ownership of your content. By submitting it for publication, you give us non-exclusive permission to display, reproduce and format it for its intended purpose, such as publishing your product review.

We will obtain any additional permission required for other uses, including marketing.

We may remove content for legitimate reasons, such as unlawful material, personal information, spam or content unrelated to the product.

17. Third-party services and links

Our website uses third-party providers, including Shopify, payment processors and delivery services.

External websites may have their own terms and privacy notices. Please review them before using those websites.

Our use of service providers does not remove our responsibilities to you under your purchase contract or applicable law.

18. Website availability and our responsibility

We take reasonable care in operating the website but cannot promise uninterrupted access. Maintenance, updates or technical problems may temporarily affect availability.

We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

Nothing in these Terms excludes or limits liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Faulty or misdescribed goods where liability cannot lawfully be limited.
Any other liability or consumer right that cannot legally be excluded or restricted.

19. Events beyond our reasonable control

If an event beyond our reasonable control affects an order, we will contact you as soon as reasonably possible and take reasonable steps to reduce its impact.

Such events do not remove your statutory cancellation, delivery or refund rights.

If a significant delay occurs, please contact us to discuss the available options, including any right to end the contract and receive a refund.

20. Privacy and communications

Our Privacy Notice explains how we collect, use, share and protect personal information. Our Cookie Policy explains our use of cookies and similar technologies.

We send essential communications about orders, payments, delivery, cancellations and customer support using the contact details you provide.

Marketing communications are sent only where permitted by law and, where required, with your consent. You can unsubscribe from marketing at any time.

21. Eligibility to order

Our store is intended for adult customers. You must have the legal capacity to enter into a purchase contract and be authorised to use your chosen payment method.

22. Changes to these Terms

We may update these Terms for future website use and future orders.

The version available when you place your order applies to that purchase, unless we agree otherwise with you or a change is required by law.

We will update the date above when these Terms change.

23. Applicable law and disputes

Nothing in these Terms removes the mandatory consumer protections that apply where you live.

If you have a complaint, please contact our customer support team so we can try to resolve it.

These Terms do not require you to use compulsory arbitration or prevent you from bringing proceedings in a court available to you under applicable law.

If a provision is found to be unlawful or unenforceable, the remaining provisions continue to apply where legally possible.