Terms and Conditions
Petman Stores Ltd
These Terms and Conditions govern your use of our website and the purchase of goods from Petman Stores Ltd. By placing an order through our website, you agree to the terms set out below.
1. Company Information
Petman Stores Ltd
Email: ThePetman@live.co.uk
If you have any questions about these Terms and Conditions, please contact us using the email address above.
2. Orders
All orders placed through our website are subject to acceptance and availability.
We reserve the right to refuse or cancel orders at our discretion, including but not limited to:
Pricing or listing errors
Stock availability issues
Suspected fraudulent activity
If an order is cancelled after payment has been taken, a full refund will be issued.
3. Pricing
All prices listed on our website are in GBP (£) and include VAT where applicable.
We reserve the right to change prices at any time without prior notice. However, the price paid for an order will be the price displayed at the time the order was placed.
4. Payment
Payment must be made in full at the time of ordering through the payment methods available on our website.
Orders will not be dispatched until payment has been successfully processed.
5. Delivery
We aim to dispatch orders as quickly as possible; however, dispatch times may vary depending on stock availability and order volume.
Couriers used include:
EVRI
Royal Mail
Parcelforce
The courier used will depend on the size, weight, and type of parcel, as certain couriers can only be used for specific parcel sizes.
Delivery times provided are estimates and may vary due to circumstances beyond our control.
Petman Stores Ltd is not responsible for delays caused by courier services.
6. Damaged Items
If your order arrives damaged, you must report the damage within 24 hours of delivery.
Please send several clear images showing:
The external packaging
The box with the shipping label visible
The damaged item
The internal packaging used
These images should be sent via:
The chat feature on our website, or
Email to ThePetman@live.co.uk
Please include your name and order number in your message.
Failure to report damage within 24 hours may result in us being unable to process your claim.
7. Returns
We accept returns within 30 days of purchase.
To be eligible for a return:
Items must be unused
Items must be in their original packaging
Items must be in resalable condition
Return postage costs are the responsibility of the buyer unless the item is faulty or incorrect.
Refunds will be processed after the returned item has been received and inspected.
8. Cancellations
Customers have the right to cancel their order within 14 days of receiving the goods under the Consumer Contracts Regulations.
If you wish to cancel your order, please contact us as soon as possible.
If the order has already been dispatched, it must be returned following our return policy.
9. Liability
Petman Stores Ltd shall not be held liable for:
Indirect or consequential losses
Delivery delays caused by couriers
Damage caused by misuse or incorrect installation of products
This does not affect your statutory rights under UK consumer law.
10. Website Accuracy
We make every effort to ensure that product descriptions, images, and pricing are accurate. However, errors may occasionally occur.
We reserve the right to correct any errors and cancel affected orders if necessary.
11. Opening Hours
Our normal operating hours are:
Monday – Saturday: 9:30am – 4:30pm
Public holiday hours may vary and opening times may change depending on staff holidays or operational requirements.
12. Changes to These Terms
Petman Stores Ltd reserves the right to update these Terms and Conditions at any time. Changes will be published on this page.
13. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
POLICIES
Returns & Refund Policy
Petman Stores Ltd
Returns
We accept returns within 30 days of purchase.
Under the Consumer Contracts Regulations 2013, customers have a 14-day cooling-off period from the day they receive their order to cancel their purchase for any reason.
After notifying us of cancellation, customers then have 14 days to return the item.
To qualify for a return:
Items must be unused
Items must be in original packaging
Items must be in resalable condition
Customers are responsible for the cost of return postage, unless the item is faulty or incorrect.
We recommend using a tracked delivery service as we cannot be responsible for returned items lost in transit.
Refunds
Refunds will be processed once the returned item has been received and inspected.
Refunds will be issued using the original payment method where possible.
Refunds are usually processed within 5–10 working days of receiving the returned item.
Original delivery charges may only be refunded where required by UK consumer law.
Non-Returnable Items
Certain products may not be eligible for return, including:
Perishable goods
Opened pet food
Hygiene-related products where seals have been broken
Custom or personalised items
These exclusions are permitted under the Consumer Contracts Regulations.
Damaged or Faulty Items Policy
If your order arrives damaged or faulty, please notify us within 24 hours of delivery.
Please provide:
Clear photos of the external packaging
A photo of the parcel label
Photos showing the damage to the item
Photos of the internal packaging used
Send images via:
Website chat, or
Email: ThePetman@live.co.uk
Please include your name and order number.
Once verified, we will arrange a replacement, repair, or refund where appropriate.
Under the Consumer Rights Act 2015, customers may be entitled to a repair, replacement, or refund if goods are faulty.
Delivery Policy
We aim to dispatch orders as quickly as possible.
Delivery services used include:
EVRI
Royal Mail
Parcelforce
The courier used will depend on the size, weight, and contents of the parcel, as certain couriers can only carry specific parcel sizes.
Estimated delivery times are provided at checkout but may vary due to courier delays or circumstances outside our control.
Once an order has been dispatched, responsibility for delivery timing lies with the courier service.
Order Cancellation Policy
Customers may cancel an order within 14 days of receiving the goods, in accordance with the Consumer Contracts Regulations.
If you wish to cancel an order:
Contact us via email or website chat.
Provide your name and order number.
If the order has already been dispatched, the item must be returned according to our Returns Policy.
Privacy Policy (Basic UK GDPR Version)
Petman Stores Ltd respects your privacy and is committed to protecting your personal data.
Under the UK GDPR, we collect and process personal information only where necessary.
Information We Collect
We may collect:
Name
Address
Email address
Phone number
Order details
Payment transaction information
Payment information is processed securely through our payment providers and is not stored by us.
How We Use Your Information
Your information is used to:
Process orders
Provide customer service
Deliver orders
Send order updates
Improve our services
We do not sell or rent personal information to third parties.
Data Storage
Personal data is stored securely and retained only as long as necessary for business or legal purposes.
Your Rights
Under UK data protection law, you have the right to:
Access your personal data
Request correction of inaccurate data
Request deletion of personal data where applicable
Withdraw consent where processing relies on consent
Requests can be sent to ThePetman@live.co.uk.
Cookie Policy
Our website uses cookies to improve user experience.
Cookies are small files stored on your device that help us understand how visitors use our website.
Cookies may be used to:
Enable website functionality
Remember user preferences
Analyse website traffic
You can disable cookies through your browser settings if you prefer.
Some features of the website may not function correctly without cookies.
Website Use Policy
By using our website, you agree not to:
Use the website for fraudulent purposes
Attempt to interfere with website functionality
Copy or reproduce website content without permission
Use automated systems to extract data from the website
We reserve the right to restrict access if misuse occurs.
Business Operating Hours
Our normal operating hours are:
Monday – Saturday
9:30am – 4:30pm
Public holiday hours may vary.
Opening hours may change depending on operational requirements or staff holidays.