Terms of service

Last Updated: 11 September 2026

Welcome to The Pets Pantry. These Terms of Service govern your use of our website and the purchase of products through our online store.

By accessing or using our website, placing an order, or purchasing products from The Pets Pantry, you agree to these Terms of Service. If you do not agree with these terms, please do not use our website or place an order.

1. About The Pets Pantry

The website and online store are operated under the trading name The Pets Pantry.

Legal Company Name: The Pet Pantry Limited
Company Number: 08109353
Business Address: 30 Churchill Shopping Centre, Dudley DY2 7BJ, United Kingdom
Phone: +44 1384 257725
Email: support@thepets-pantry.com

2. Use of Our Website

You may use our website for lawful purposes and in accordance with these Terms of Service.

You agree not to:

  • Use the website for any unlawful or fraudulent purpose.
  • Attempt to gain unauthorized access to our website, systems, or accounts.
  • Interfere with the operation or security of the website.
  • Introduce viruses, malware, or other harmful material.
  • Copy, reproduce, modify, or distribute website content without permission.
  • Use automated systems to collect or extract website content without authorization.
  • Provide false, misleading, or fraudulent information when placing an order.

We reserve the right to restrict or terminate access to the website where reasonably necessary to protect our business, customers, website, or legal rights.

3. Products

We make reasonable efforts to ensure that product descriptions, specifications, images, prices, and other information displayed on our website are accurate.

However:

  • Product colours may appear slightly different depending on your device or screen settings.
  • Product images may not always represent exact dimensions or proportions.
  • Product specifications may change where necessary.
  • Availability may change without notice.
  • We do not guarantee that all product information will always be completely free from errors.

Products should be used in accordance with their intended purpose and any instructions provided with the product.

4. Product Availability

Products displayed on our website are subject to availability.

We may:

  • Limit quantities available for purchase.
  • Remove products from our website.
  • Update product specifications.
  • Correct product information or pricing errors.
  • Cancel an order if a product is unavailable.

If we are unable to fulfil an order because a product is unavailable, we will contact you and, where applicable, provide a refund for any amount paid for the unavailable product.

5. Pricing

All product prices are displayed in GBP (£) unless otherwise stated.

We make reasonable efforts to ensure that prices displayed on our website are accurate.

However, pricing errors may occasionally occur.

If an order contains an incorrect price caused by an obvious error, we may contact you before processing the order and provide the option to proceed at the corrected price or cancel the affected order.

Any applicable shipping charges will be displayed during checkout before payment is completed.

6. Orders

When you place an order through our website, you are making an offer to purchase the selected products.

After placing an order, you may receive an order confirmation acknowledging that we have received your order.

An order confirmation does not necessarily mean that the order has been accepted or dispatched.

We reserve the right to refuse or cancel an order where reasonably necessary, including where:

  • A product is unavailable.
  • There is an obvious pricing or product information error.
  • Payment cannot be verified or completed.
  • The order appears fraudulent or unauthorized.
  • Incorrect or incomplete information has been provided.
  • The order cannot reasonably be fulfilled.

If we cancel an order after payment has been received, any applicable refund will generally be issued to the original payment method.

7. Payment

Payment must generally be completed at checkout before an order can be processed.

Available payment methods will be displayed during checkout.

You are responsible for providing accurate billing and payment information.

If a payment is declined, reversed, cancelled, or otherwise cannot be completed, we may be unable to process or fulfil the order.

8. Shipping and Delivery

We currently ship to eligible delivery addresses within the United Kingdom.

Our standard estimated delivery timeframe is:

  • Processing: 1–2 business days
  • Transit: 2–3 business days
  • Estimated Total: 3–5 business days

Our standard order cut-off time is 5:00 PM UK Time (GMT/BST, as applicable).

Shipping charges depend on the order value:

  • £150.00 GBP or more: Free standard shipping
  • Under £150.00 GBP: £4.99 GBP standard shipping

Delivery timeframes are estimates and are not guaranteed delivery dates unless expressly stated otherwise.

For complete shipping information, please refer to our Shipping Policy.

9. Order Cancellations

If you wish to cancel an order, please contact The Pets Pantry as soon as possible.

Orders may generally be cancelled before they have entered processing or dispatch.

Once an order has been processed or shipped, cancellation may no longer be possible. In such cases, you may need to receive the order and follow our Return and Refund Policy.

Nothing in these Terms limits any cancellation or consumer rights that cannot legally be excluded.

10. Returns and Refunds

Returns are generally accepted within 30 calendar days from the date of delivery, subject to the conditions set out in our Return and Refund Policy.

For eligible change-of-mind returns:

  • Products should generally be unused.
  • Products should remain in their original condition.
  • Original packaging, parts, accessories, and tags should be included where applicable.
  • Customers are generally responsible for return shipping costs.
  • Restocking Fee: 0%

Approved refunds will generally be processed within 14 business days after the returned product has been received, inspected, and accepted.

Refunds are generally issued to the original payment method.

Please review our Return and Refund Policy for complete details.

11. Damaged, Defective, Faulty, or Incorrect Products

If you receive a product that is damaged, defective, faulty, incorrect, or materially different from the product ordered, please contact us as soon as possible.

We may request:

  • Order number
  • Product name
  • Description of the issue
  • Photographs of the product
  • Photographs of the shipping packaging, where applicable

After reviewing the issue, we may provide an appropriate remedy, which may include a replacement, exchange, refund, partial refund, or another remedy required or permitted by applicable law.

12. Customer Accounts

If our website allows you to create an account, you are responsible for:

  • Providing accurate information.
  • Keeping your account information up to date.
  • Protecting your account credentials.
  • Keeping your password confidential.
  • Not allowing unauthorized individuals to use your account.

You should contact us promptly if you believe your account has been accessed without authorization.

13. Customer Information

You agree to provide accurate and complete information when placing an order or communicating with us.

This may include:

  • Name
  • Billing information
  • Shipping address
  • Email address
  • Phone number
  • Payment information
  • Other information reasonably required to process your order

We handle personal information in accordance with our Privacy Policy.

14. Intellectual Property

Unless otherwise stated, the content available on our website, including:

  • Text
  • Product descriptions
  • Logos
  • Graphics
  • Images
  • Website design
  • Layout
  • Branding
  • Other website materials

is owned by or licensed to The Pets Pantry or its relevant content providers.

You may view and use website content for personal and lawful shopping purposes.

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

15. Third-Party Services and Links

Our website may contain links to third-party websites, services, payment providers, delivery providers, or other external platforms.

These third-party services may operate under their own terms and privacy policies.

The Pets Pantry is not responsible for the content, availability, security, or practices of third-party websites or services that are outside our reasonable control.

16. Prohibited Activities

You must not use our website to:

  • Commit or facilitate fraud.
  • Submit false orders.
  • Use stolen or unauthorized payment information.
  • Attempt unauthorized access to our systems.
  • Disrupt website functionality.
  • Introduce malicious software.
  • Scrape or systematically collect website information without authorization.
  • Circumvent website security measures.
  • Engage in activity that violates applicable laws or regulations.

We may take appropriate action where prohibited activity is identified.

17. Website Availability

We aim to keep our website available and operational, but we do not guarantee uninterrupted access.

Website availability may be affected by:

  • Maintenance
  • Technical problems
  • Hosting issues
  • Security incidents
  • Network failures
  • Third-party service interruptions
  • Circumstances beyond our reasonable control

We may temporarily suspend or modify website functionality when reasonably necessary.

18. Disclaimer

To the extent permitted by applicable law, the website and its content are provided for general shopping and informational purposes.

We do not guarantee that:

  • The website will always be available.
  • The website will always operate without errors.
  • Product information will always be completely error-free.
  • Website content will always be current or complete.

Nothing in these Terms excludes or limits any consumer rights, warranties, or remedies that cannot legally be excluded or limited.

19. Limitation of Liability

To the extent permitted by applicable law, The Pets Pantry will not be responsible for losses arising from circumstances outside our reasonable control.

Nothing in these Terms limits or excludes liability where such limitation or exclusion is prohibited by applicable law, including liability that cannot legally be excluded or limited.

20. Indemnification

To the extent permitted by applicable law, you agree to be responsible for losses, claims, liabilities, or reasonable costs arising from your unlawful use of the website, violation of these Terms, or misuse of our website or services.

This provision does not apply to the extent that such responsibility cannot legally be imposed.

21. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes to:

  • Our services
  • Website functionality
  • Business operations
  • Legal or regulatory requirements
  • Policies or procedures

Updated Terms will be posted on this page with a revised Last Updated date.

Your continued use of the website after updated Terms are posted may constitute acceptance of the updated Terms, to the extent permitted by applicable law.

22. Governing Law

These Terms of Service are governed by the laws applicable in England and Wales, subject to any mandatory consumer protection rights that apply to you.

Nothing in these Terms prevents you from exercising consumer rights or remedies available to you under applicable law.

23. Contact Information

If you have questions about these Terms of Service, our website, an order, or our services, please contact us:

Trade Name: The Pets Pantry
Legal Company Name: The Pet Pantry Limited
Company Number: 08109353
Email: support@thepets-pantry.com
Phone: +44 1384 257725
Business Address: 30 Churchill Shopping Centre, Dudley DY2 7BJ, United Kingdom

Important Notice

  • Trade Name: The Pets Pantry
  • Legal Company Name: The Pet Pantry Limited
  • Company Number: 08109353
  • Shipping Destination: United Kingdom only
  • Standard Processing Time: 1–2 business days
  • Estimated Transit Time: 2–3 business days
  • Estimated Total Delivery Time: 3–5 business days
  • Order Cut-Off Time: 5:00 PM UK Time
  • Free Standard Shipping: Orders of £150.00 GBP or more
  • Standard Shipping: £4.99 GBP for orders under £150.00 GBP
  • Return Window: 30 calendar days from delivery
  • Restocking Fee: 0%
  • Refund Processing: Generally within 14 business days after an approved return is received, inspected, and accepted
  • International Shipping: Not currently available
  • Nothing in these Terms limits consumer rights that cannot legally be excluded or restricted.