Terms of sale

Who we are

Buy Pet Supplies is a trading name of Clockwise Ltd, a company registered in England and Wales (company number 15143248). Registered office: 128 Abbeyfields Close, London NW10 7EG. Contact us at hello@buypetsupplies.co.uk.

Your order

When you place an order we email you to confirm we've received it. The contract is formed when we send your order and email you to confirm it has left the warehouse. We may decline an order, for example if an item has sold out or a price was shown in error; if so, we refund any payment in full.

Prices and payment

Prices are in pounds sterling. Delivery charges are shown before you pay. Payments are processed securely by Stripe; we never see or store your full card details.

Delivery

We deliver to addresses in the United Kingdom and the Isle of Man (not PO boxes or the Channel Islands; items marked same-day dispatch, dispatch in 1 working day or dispatched within 2 working days don't go to the Isle of Man). Delivery is charged per parcel at the prices on our delivery page, and checkout shows them before you pay. When the gifts in one parcel come to £40 or more after any discount code of up to 10% off, that parcel's standard delivery is free on items whose page says so; a faster option or a remote postcode listed on our delivery page pays the difference. Each product shows its expected arrival day, worked out from the warehouse's dispatch time and the carrier's delivery time; these are estimates, not guaranteed delivery dates. If your order hasn't arrived within 10 working days of the latest date shown, contact us and we'll resolve it. Some baskets arrive as more than one parcel.

E-cards

If you add an e-card, we email your message to the address you give, once, on the first day the order could arrive. You confirm you have the recipient's permission to send it, and that the message isn't offensive or unlawful. We use the recipient's email only to send that card.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of receiving it, without giving a reason. Email hello@buypetsupplies.co.uk, then return the goods within 14 days of telling us. You pay the cost of returning them. We refund you within 14 days of receiving the goods back, including the standard delivery charge if you return the whole order. Sealed grooming and hygiene products can't be returned once unsealed, for hygiene reasons. Personalised and photo gifts, made to your own specification, can't be cancelled once we've placed the order with the maker or lab (regulation 28(1)(b)); your rights if one is damaged, faulty or not as you typed it are unaffected.

If something is wrong

If goods are damaged, faulty, not as described or not fit for purpose, you have rights under the Consumer Rights Act 2015, including a full refund within 30 days of delivery. Contact us with your order number and, if you can, a photo; we cover any return postage for faulty goods.

Our responsibility to you

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. We are not responsible for loss that isn't foreseeable. We supply products for domestic and private use only. We don't exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breaching your rights under the Consumer Rights Act 2015.

Product safety

Please read the care and safety information that comes with each product. Choose a collar, harness or toy in the right size for your pet, supervise them with anything new, check toys and chews for wear, and take away anything that's damaged.

Law

These terms are governed by the law of England and Wales. You can bring claims in the courts of England and Wales, or of Scotland or Northern Ireland if you live there.