Terms of service

Last Updated: 29 July 2026

These Terms of Service, also referred to as our Terms and Conditions, govern your use of pawsomepetpantry.com and any purchases made from PAWSOME PET PANTRY LTD, trading as PAWSOME PET PANTRY.

Please read these Terms before using our website or placing an order. By accessing the website or completing a purchase, you agree to be bound by these Terms.

Nothing in these Terms limits or removes your statutory rights under applicable UK consumer law.

1. About Us

This website is operated by:

Legal Business Name: PAWSOME PET PANTRY LTD
Trading and Website Name: PAWSOME PET PANTRY
Company Number: 15735811
Registered Office: 41 Dragonfly Way, Houghton-le-Spring, England, DH4 7BN
Website: pawsomepetpantry.com
Email: support@pawsomepetpantry.com
Telephone: +44 7789 063118

Our registered office may not be our product return address. Contact us before returning a product.

2. Scope of These Terms

These Terms apply to:

Visitors using our website
Customers placing orders
Customers creating an account
Customers submitting reviews or other content
Purchases of products displayed on our website

Our Privacy Policy, Shipping & Delivery Policy, and Returns, Refunds & Exchanges Policy form part of these Terms.

If there is a conflict, the policy most directly related to the relevant matter will apply, subject to applicable law.

3. Eligibility to Place an Order

By placing an order, you confirm that:

You are legally capable of entering into a contract.
You are at least 18 years old.
The information you provide is accurate and complete.
You are authorized to use the selected payment method.
You are purchasing for lawful purposes.

We may refuse or cancel an order where we reasonably believe that fraud, unauthorized payment, or unlawful activity is involved.

4. Customer Accounts

You may be able to purchase as a guest or create an account.

If you create an account, you are responsible for:

Providing accurate information
Maintaining the confidentiality of your password
Preventing unauthorised access
Informing us promptly of suspected account misuse
Keeping your contact information updated
We may temporarily restrict an account where reasonably necessary to investigate fraud, security concerns, or a breach of these Terms.

5. Product Information

We make reasonable efforts to provide accurate:

Product descriptions
Dimensions
Materials
Colours
Images
Usage information
Safety guidance
Availability information
Prices

Product images are provided for illustration. Colors may appear slightly different because of lighting, photography, or device-display settings.

Packaging, labels, or minor design details may change without materially changing the product.

Nothing in this section permits us to supply a product that is materially different from its description or otherwise fails to meet applicable consumer standards.

6. Product Suitability and Pet Safety

Customers are responsible for selecting products appropriate for their pet’s:

Species
Breed
Size
Weight
Age
Behaviour
Health and individual needs

Customers must follow all manufacturer instructions, warnings, sizing guides, and care information.

Pets should be appropriately supervised when using toys, beds, clothing, collars, leads, harnesses, and similar products.

Remove a product from use if it becomes damaged, excessively worn, or presents a potential hazard.

Product information on our website is general information and is not veterinary advice. Contact a qualified veterinary professional if you have concerns about a pet’s health, diet, or safety.

This section does not limit our responsibilities for faulty, unsafe, incorrectly supplied, or misdescribed products.

7. Prices and Charges

All prices are displayed in pounds sterling unless otherwise stated.

The total amount payable will be shown before you complete payment and may include:

Product price
Shipping charge
Applicable taxes
Selected optional services
Any valid discount

Our current standard shipping fee is:

£15.00 per order

We will not add undisclosed mandatory charges after an order has been placed.

If an obvious pricing error occurs, we may contact you before accepting the order. You may confirm the order at the correct price or cancel it for a full refund.

8. Product Availability

Products are subject to availability.

Adding a product to a basket does not reserve it.

If a product becomes unavailable after an order is placed, we may:

Contact you with an estimated availability date
Offer a suitable alternative with your agreement
Cancel the unavailable product
Issue an appropriate refund

We will not substitute a product without your agreement.

9. Placing an Order

Before submitting an order, you will have an opportunity to review:

Products selected
Quantities
Product prices
Delivery information
Shipping charges
Total amount payable

You are responsible for checking this information before payment.

After placing an order, you will normally receive an order acknowledgement. This confirms that we have received the order but does not necessarily mean it has been accepted.

10. Order Acceptance and Contract Formation

A contract between you and PAWSOME PET PANTRY is normally formed when we send a dispatch confirmation or otherwise expressly confirm acceptance.

If we take payment but cannot accept the order, we will cancel it and refund the amount paid.

We may refuse an order for reasonable reasons, including:

Product unavailability
Incorrect pricing or product information
Payment authorisation failure
Suspected fraud
Delivery restrictions
A legal or regulatory restriction
A material error in the order

11. Payment

Available payment methods will be displayed during checkout.

You confirm that:

Payment information is accurate.
You are authorized to use the payment method.
Sufficient funds or credit are available.
You will not submit fraudulent chargebacks.

Payments may be processed by third-party payment providers under their own terms and privacy policies.

12. Order Changes and Cancellations

We may be able to help before dispatch, but changes cannot be guaranteed after processing has begun.

If the order has already been dispatched, it may be necessary to receive and return it under our Returns, Refunds & Exchanges Policy.

Eligible online customers normally have a statutory right to notify us of cancellation within 14 calendar days beginning the day after delivery. Our voluntary return policy allows eligible return requests within 30 calendar days of delivery.

Certain exceptions may apply to personalized, perishable, or sealed hygiene-sensitive products.

13. Shipping and Delivery

We currently deliver only to eligible UK addresses.

Our standard estimated timeframe is:

Order processing: 1–2 business days
Transit time: 3–5 business days
Total estimated delivery: 4–7 business days
Order cut-off: 5:00 p.m. UK time

Delivery dates are estimates unless we expressly agree to a guaranteed date.

Customers must provide a complete and accurate delivery address. Additional costs may apply if delivery fails because of incorrect customer-provided information.

Our Shipping & Delivery Policy contains full details.

14. Ownership and Risk

Products remain at our risk until they are delivered into your physical possession or the possession of a person you have authorized to receive them.

An exception may apply where you independently arrange a carrier that was not offered or selected by us.

Ownership of the products normally passes to you after we receive full payment and the products are delivered.

15. Returns and Refunds

We provide a voluntary 30-calendar-day return window for eligible products.

Change-of-mind products should normally be:

Unused
Unwashed
In their original condition
Free from pet hair, stains or odours
Returned with packaging, labels and accessories

Customers normally pay return shipping costs for change-of-mind returns.

We pay reasonable return costs for products confirmed as faulty, damaged, incorrect, or materially not as described.

Our restocking fee is

Eligible refunds are processed without undue delay and within 14 calendar days after receiving the returned products or acceptable evidence of return, where applicable.

Review our Returns, Refunds & Exchanges Policy for complete information.

16. Faulty or Unsafe Products

Products must be:

Of satisfactory quality
Fit for their normal purpose
As described
Safe for intended use

Depending on the circumstances and applicable law, you may be entitled to:

A refund
Repair
Replacement
Exchange
Price reduction
Nothing in these Terms limits your rights under the Consumer Rights Act 2015 or applicable product-safety law.

17. Product Recalls and Safety Notices

If we become aware of a safety issue affecting a product, we may:

Remove the product from sale
Contact affected customers
Publish a safety notice
Provide instructions for stopping use
Arrange a return, replacement or refund
Cooperate with manufacturers and regulators

Customers should follow any product recall or safety instruction promptly.

18. Promotions and Discount Codes

Promotions may be subject to additional terms.

Unless otherwise stated:

Promotions cannot be exchanged for cash.
Codes must be used before their stated expiry date.
Only one code may be used per order.
Codes cannot be applied retrospectively.
Promotions are subject to availability.
A code may be cancelled if obtained or used fraudulently.

Any promotional limitation will be made clear before purchase.

19. Product Reviews and Customer Content

If you submit a review, photograph, or other content, you confirm that:

It is based on your genuine experience.
It is accurate to the best of your knowledge.
It does not infringe another person’s rights.
It is not unlawful, threatening, or abusive.
It does not contain malicious code or misleading advertising.

You grant us a non-exclusive, royalty-free licence to display, reproduce and adapt submitted content for operating and promoting our business.

You retain ownership of your original content.

We may moderate or remove content that reasonably appears unlawful, fraudulent, irrelevant, or in breach of these Terms.

20. Intellectual Property

Website content, including text, branding, graphics, photographs, logos, designs, and software, is owned by or licensed to PAWSOME PET PANTRY LTD unless stated otherwise.

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

You must not, without permission:

Copy substantial website content
Reproduce our branding
Resell website content
Scrape or extract website data
Use our material in a misleading manner
Claim an association with our business

21. Prohibited Website Use

You must not use our website to:

Commit fraud
Submit false information
Introduce viruses or malicious code
Attempt unauthorised access
Disrupt website operation
Infringe intellectual-property rights
Harass another person
Place fraudulent orders
Conduct unlawful scraping or automated abuse
Violate applicable law

We may restrict access where reasonably necessary to protect the website, customers, or business.

22. Third-Party Services and Links

Our website may contain links to third-party websites or use third-party services, including payment and delivery providers.

We are not responsible for unrelated third-party websites that we do not control.

Third-party links do not necessarily represent an endorsement. Customers should review the relevant third party’s terms and privacy policy.

23. Website Availability

We try to keep the website available and accurate, but temporary interruption may occur because of:

Maintenance
Security updates
Technical problems
Hosting disruption
Events outside our reasonable control

We may update, suspend, or remove website functionality where reasonably necessary.

This section does not affect an accepted order or your statutory rights.

24. Our Responsibility to Consumers

We are responsible for foreseeable loss or damage caused by our breach of these Terms or failure to use reasonable care and skill.

We do not exclude or restrict liability where doing so would be unlawful, including liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of statutory consumer rights
Unsafe or defective products where liability cannot legally be excluded
Any other liability that cannot lawfully be limited

We are not normally responsible for losses that were not reasonably foreseeable when the contract was formed.

If you use products primarily for business purposes, we are not normally responsible for business losses such as lost profit, revenue or opportunity, except where liability cannot legally be excluded.

25. Events Outside Our Reasonable Control

We are not responsible for a delay caused by an event outside our reasonable control, provided we take reasonable steps to reduce its effect.

Such events may include:

Severe weather
Transport disruption
Carrier interruption
Natural disasters
Government action
Widespread network failure
Labour disputes
Public emergencies

If a significant delay occurs, we will contact you where reasonably possible.

If the delay is substantial, you may have the right to cancel the affected order and receive an appropriate refund.

26. Changes to These Terms

We may update these Terms when our services, policies, or legal obligations change.

The terms applying to an order will normally be those in effect when the order was placed.

Updated terms will be published with a revised date. Changes will not retrospectively remove rights relating to an accepted order.

27. Severability and Waiver

If any provision is found unlawful or unenforceable, the remaining provisions will continue to apply.

If we do not immediately enforce a provision, this does not mean that we waive our right to enforce it later.

28. Transfer of Rights

We may transfer our rights or obligations where this does not reduce your rights under these Terms.

You may transfer your rights where permitted by law or with our written agreement.

29. Governing Law and Courts

These terms are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you retain any mandatory protections available under the laws of your home jurisdiction and may be entitled to bring proceedings in your local courts.

Nothing in this section prevents a consumer from relying on mandatory legal protections.

30. Complaints and Contact

If you have a complaint, contact us:

Email: support@pawsomepetpantry.com
Telephone: +44 7789 063118

Please provide your name, order number, and details of the issue.

We will review the complaint and try to provide a fair resolution.

Legal Business Name: PAWSOME PET PANTRY LTD
Company Number: 15735811
Registered Office: 41 Dragonfly Way, Houghton-le-Spring, England, DH4 7BN, United Kingdom