1. International availability
Our website may be visible worldwide, but we accept orders only for destinations and products that checkout actually supports. We intend to serve the UK, selected EU destinations and the US, subject to the real logistics, tax, customs and product compliance position. We may restrict products or shipping destinations where shipment would not be lawful or practicable.
2. The seller and shipment origin
The seller is ARDENT HOUSE LTD, company number 17544935, with registered office in London, United Kingdom. The registered office does not identify where each order ships from. Orders may ship from fulfilment warehouses in different countries. The origin for an individual item can affect customs processing and delivery times, and will be disclosed where material to the purchase. The source of a parcel can affect customs processing, import duties and delivery times.
3. Currency and final checkout total
Our site must show the actual checkout currency and an itemised total before purchase. The transaction currency is the one visibly selected and shown on the final payment screen; not every currency is available in every region. A bank may add its own FX or cross-border processing charge independent of our website. We do not collect fees after checkout that were not disclosed and authorised.
4. VAT, sales tax and import duties
Taxes depend on the customer’s destination, the physical location of goods, the value of the shipment and applicable local rules. At checkout, we identify taxes collected by us as part of the total, and we will disclose whether import duties or taxes are included or instead may be collected on arrival. The final treatment depends on the shipment, destination and applicable legislation.
- United Kingdom: Where we are required to collect VAT, it will be included or shown in the checkout total as required. Import charges may apply to goods dispatched from outside the UK.
- European Union: Destination VAT and customs obligations depend on the warehouse, value and applicable import scheme. Charges not included in checkout must be disclosed before payment.
- United States: State and local sales taxes are collected where legally required and shown as part of the final payable total. Customs import charges may also apply where relevant.
We do not assert that every shipment is duty-paid or duty-free. If the tax or duty treatment for a destination cannot be confirmed, we will not offer delivery to that destination until it can be accurately disclosed.
If an import-cost notice is unclear, contact info@petscares.net before ordering.
5. Destination-specific consumer rights
UK and EU consumers generally have a 14-day legal right to withdraw from eligible online goods purchases, subject to exceptions, in addition to their rights for faulty or misdescribed goods. US customers have the rights under applicable federal and state law and the voluntary return policy disclosed for US orders. Our Returns & Refunds Policy explains the details.
6. Compliance with product rules
Certain products may need market-specific safety marks, warnings, documentation, importer or responsible-person details, or other approvals. We will offer only items that can lawfully be marketed in the destination market. For eligible EU products, product listings must provide the information required by applicable product safety law; see Pet Product Safety & Care.
7. Delivery, delays and customs holds
See our Shipping & Delivery Policy for estimated times and the handling of delays, missing shipments and international delivery questions. Customs inspection, carrier procedures and restricted goods can affect delivery, but we will still comply with mandatory consumer remedies.
8. Contact
For questions about your destination or an unexpected import invoice, please write to info@petscares.net with your order number and a copy of any relevant carrier notice. Last revised: 27 October 2026.