Terms of service

Terms of Service

Last updated: August 2026

These Terms of Service ("Terms") govern your use of the Petz Shop website and any purchases made through our online store.

Throughout these Terms, "Petz Shop", "we", "us" and "our" refer to Petz Shop. "You" and "your" refer to any visitor, customer or user of our website.

Our online store is powered by Shopify, which provides the ecommerce platform that enables us to offer our products and services to you.

By accessing our website or placing an order, you agree to these Terms together with our Privacy Policy, Returns & Refunds Policy and Shipping & Delivery Policy.

Nothing in these Terms affects your statutory rights under applicable UK consumer law.

1. Using Our Website

You may use our website only for lawful purposes.

You must not:

  • Use the website for illegal or fraudulent activity;

  • Attempt to interfere with the security or operation of the website;

  • Introduce viruses, malware or other harmful code;

  • Attempt to gain unauthorised access to our systems;

  • Use automated tools to scrape or misuse the website in a way that disrupts our Services;

  • Infringe our intellectual property rights or the rights of others.

We may restrict or suspend access to our website where reasonably necessary to protect our customers, systems or business.

2. Eligibility to Purchase

By placing an order, you confirm that you are legally capable of entering into a binding contract.

If you are under the legal age required to enter into a contract in your jurisdiction, you should only use our Services with the involvement of a parent or legal guardian.

3. Product Information

We aim to ensure that product descriptions, images, prices and other information displayed on our website are accurate.

However, minor variations may occur, including differences in colour caused by screen settings, photography or manufacturing variations.

We may correct genuine errors or inaccuracies on the website where necessary.

Nothing in this section limits your rights where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.

4. Prices

Product prices are displayed on our website and may change from time to time.

The price applicable to your order will be the price displayed when you place the order, subject to correction of obvious pricing errors.

Any applicable delivery charges will be displayed during checkout before you complete your purchase.

Where applicable, taxes will be shown or included as required.

5. Orders

When you place an order, you will receive an order confirmation by email.

An order confirmation acknowledges that we have received your order.

We may need to reject or cancel an order in limited circumstances, including where:

  • A product is unavailable;

  • Payment cannot be authorised;

  • We identify suspected fraud or misuse;

  • There is an obvious pricing or product-information error;

  • Delivery cannot reasonably be made to the address provided.

If we cancel an order after payment has been taken, we will refund the relevant amount to your original payment method.

UK online-selling rules require confirmation of the contract and certain information to be provided to customers in a form they can retain.

6. Payment

You agree to provide current, complete and accurate payment and billing information when placing an order.

Payments are processed through Shopify and/or third-party payment providers.

We do not control the processing times or security procedures of individual payment providers, although we take reasonable steps to use reputable payment services.

7. Delivery

Delivery is handled in accordance with our Shipping & Delivery Policy.

Estimated delivery times and any applicable delivery charges are shown on our website or during checkout.

Where we agree a particular delivery timeframe with you, we will aim to deliver within that period.

If no different delivery period has been agreed, UK distance-selling rules generally require goods to be delivered within 30 days.

8. Returns, Cancellations and Refunds

Returns, cancellations and refunds are handled in accordance with our Returns & Refunds Policy and applicable UK consumer law.

Consumers purchasing online generally have a legal right to cancel eligible purchases within 14 days of receiving the goods, subject to certain exceptions.

This is separate from any additional voluntary returns period we may offer.

Nothing in our Returns & Refunds Policy limits your statutory rights relating to faulty, damaged or misdescribed goods.

9. Faulty or Misdescribed Goods

Products supplied by us must meet the standards required by applicable UK consumer law.

If a product is faulty, damaged, not as described or otherwise does not meet the required legal standards, you may be entitled to remedies such as a refund, repair or replacement depending on the circumstances.

Please contact us at contact@petzshops.com if you experience a problem with an order.

10. Customer Accounts

If you create an account, you are responsible for:

  • Providing accurate information;

  • Keeping your login credentials confidential;

  • Informing us if you believe your account has been compromised.

We may suspend or restrict accounts where reasonably necessary to prevent fraud, misuse or security risks.

11. Optional Third-Party Services

Our website may include services, applications or functionality provided by third parties.

Your use of third-party services may also be subject to the terms and privacy policies of those providers.

We are not responsible for third-party websites or services that we do not control, except where applicable law provides otherwise.

12. Third-Party Links

Our website may contain links to third-party websites.

These links are provided for convenience or informational purposes.

We do not control third-party websites and are not responsible for their content, availability or privacy practices.

We recommend reviewing the terms and privacy policies of any third-party website you visit.

13. Reviews, Comments and User Content

If you submit reviews, comments, photographs or other content to us, you confirm that:

  • You have the right to submit the content;

  • The content is accurate to the best of your knowledge;

  • It does not infringe another person's intellectual property or privacy rights;

  • It is not unlawful, abusive, threatening or misleading.

We may remove user content where reasonably necessary, including content that violates these Terms or applicable law.

Where you submit content for publication, you grant us a non-exclusive licence to use, reproduce and display that content for purposes connected with operating and promoting our business.

14. Intellectual Property

Unless otherwise stated, the content of our website, including text, graphics, branding, logos, images and website design, is owned by or licensed to Petz Shop.

You may use the website for personal and non-commercial purposes.

You may not reproduce, distribute or commercially exploit our website content without permission, except where permitted by law.

15. Personal Information

Our collection and use of personal information is explained in our Privacy Policy.

Please review that policy for information about how we collect, use, disclose and protect personal information.

16. Website Availability

We aim to keep our website available and functioning correctly.

However, we cannot guarantee that the website will always be uninterrupted or error-free.

We may temporarily suspend or modify parts of the website for maintenance, security, updates or other reasonable operational reasons.

17. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing in these Terms excludes or limits liability for:

  • Death or personal injury caused by negligence;

  • Fraud or fraudulent misrepresentation;

  • Your statutory rights relating to faulty or misdescribed goods;

  • Any other liability that cannot legally be excluded or limited.

Subject to applicable law, we are not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses suffered by consumers purchasing primarily for personal use.

18. Events Outside Our Reasonable Control

We will not be responsible for delays or failures caused by events outside our reasonable control, where permitted by law.

These may include severe weather, carrier disruption, natural disasters, major technical failures, industrial action or government restrictions.

Where such an event affects an order, we will take reasonable steps to minimise disruption and communicate with you where appropriate.

19. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as separate from the remaining provisions.

The remainder of these Terms will continue to apply.

20. Changes to These Terms

We may update these Terms from time to time to reflect changes to our business, Services or legal requirements.

The current version will be published on this page.

Changes will not remove rights that have already arisen under an existing order unless permitted by law.

21. Governing Law

These Terms are governed by applicable law in the United Kingdom.

If you are a consumer, you will continue to benefit from any mandatory protections provided by the laws that apply to you.

Nothing in these Terms prevents you from exercising any rights regarding the courts or dispute-resolution options available to you under applicable law.

22. Contact Us

If you have questions about these Terms of Service, please contact:

Petz Shop
Email: contact@petzshops.com