Orders and shopping
Who operates PetsCares?
PetsCares is operated by ARDENT HOUSE LTD, a UK limited company (company number 17544935). Our company details appear on our Legal Notice.
Which products do you sell?
Our active range comprises smaller pet accessories and everyday essentials, as described on the product pages. The product catalogue is the definitive list of products offered for sale at a given time.
Can I change or cancel an order?
Please email info@petscares.net with your order number as soon as possible. We will assess whether dispatch can be stopped. Even if the parcel has shipped, UK and EU consumers may have separate legal withdrawal rights; see Order Cancellations.
How will I know that the order was accepted?
You will receive an order acknowledgement by email containing the items, amount, currency and order reference. Our acceptance of the order takes place when we send an order acceptance or dispatch confirmation; see Terms.
Delivery and costs
Do you ship to the UK, EU and US?
We intend to serve these regions, but checkout determines which countries, addresses and products are actually eligible. Please enter your address to see current available methods and charges.
How long does shipping take?
The item-specific dispatch period and estimated delivery window are displayed before payment, based on the address and selected shipping service. Read our Shipping & Delivery Policy.
How much does delivery cost?
The shipping fee and any applicable free-delivery threshold are displayed in checkout before payment, based on the destination and items in your order.
Could I pay customs fees?
This depends on the origin and destination of the goods. Whether we collect import charges or they may be payable on arrival must be shown before purchase. Read International Orders & Customs.
My parcel is late or marked delivered but missing. What now?
Contact info@petscares.net with the order number and any tracking number. We will investigate with the carrier and respect the remedies available under the applicable consumer law.
Returns and refunds
Can I return an item because I changed my mind?
For most online purchases in the UK and EU, you generally have 14 days after delivery to give notice of withdrawal, subject to lawful exceptions. For eligible US orders we also offer a 14-calendar-day voluntary return window after delivery. Our Returns & Refunds Policy explains the requirements.
What if the product arrives damaged or is defective?
Contact us. Your rights for defective or misdescribed goods are separate from change-of-mind rules. We will arrange the legally appropriate remedy, which may include repair, replacement or refund.
Where do I return the goods?
Do not automatically send parcels to our registered office. Write to info@petscares.net; we will send the return destination and instructions applicable to your order.
When will I receive my refund?
We follow the mandatory deadline applicable to your location and reason for return. Your bank may take additional time to show the credit once initiated. See Returns & Refunds.
Payments and privacy
Which payment methods can I use?
The available payment methods are displayed at checkout and may differ depending on your country and card provider. We do not ask customers to send full card credentials by email.
Which company name appears on my statement?
Your bank statement may identify us through the PetsCares brand, the legal seller ARDENT HOUSE LTD, or an approved payment descriptor. Contact us with the transaction amount and date if you do not recognise a charge.
Do you offer subscriptions?
Our planned pet-accessory purchases are one-time purchases. Any subscription would be separately and clearly disclosed before payment, including renewal and cancellation terms.
What happens to my information?
See our Privacy Policy and Cookie Policy. Privacy enquiries may be sent to info@petscares.net.
Product care and safety
Is every product suitable for every pet?
No. Carefully review species, fit, dimensions, weight ratings, care requirements and product-specific warnings. Supervise your pet and discontinue use if an item becomes worn or unsafe. Read Pet Product Safety & Care.
How can I report an unsafe item?
Stop using it and contact info@petscares.net with the order number, product identifier and details. We will review the issue and follow applicable safety obligations.