1. Introduction and contracting party
Welcome to petscares.net (‘PetsCares’, ‘we’, ‘our’, ‘us’). The website is operated by ARDENT HOUSE LTD, company number 17544935, whose registered office is Unit 3, Office A, 1st Floor, 6-7 St Mary At Hill, London, England, EC3R 8EE, United Kingdom. Customer support: info@petscares.net.
These terms apply to personal-use purchases of physical goods through our website. By placing an order, you agree to the terms as presented at checkout, subject to non-excludable consumer rights. Additional product-specific terms, restrictions and warnings will be disclosed before purchase where relevant.
2. Eligibility and customer responsibilities
You must have legal capacity to enter a purchase contract or permission from a parent or legal guardian where applicable. Our store is not directed to children. You agree to provide accurate billing, contact and delivery information and not to use the site for fraud, unlawful purchases or interference with our systems. We may decline transactions where we have a legitimate legal, security or fulfilment reason to do so, consistently with applicable consumer law.
3. Product information and availability
We strive to show each product’s principal characteristics, dimensions, materials, suitable species or size, safety warnings and supplied components. Colours may vary slightly by screen. The selected variant and product description govern the purchase; illustrative lifestyle images are not a promise that every shown prop is included. A listing may become unavailable; displaying an item is not a guarantee of permanent stock.
Do not purchase an item if the intended use, weight rating, fit or important safety information is unclear. Contact us first. Items such as collars, leads, harnesses, feeders and toys must be used in accordance with their individual instructions. Our Pet Product Safety & Care Guide contains supplementary guidance.
4. Prices, currency and tax
The unit price, selected currency, applicable taxes that we collect, shipping fee and final amount payable are shown before the customer places a binding order. Prices may differ by destination or currency and may change before an order is accepted. We do not retroactively change the price of an accepted order without lawful grounds and the customer’s agreement where required.
The currency charged is the currency displayed in the final checkout total and order confirmation. Available currencies depend on the store settings and the delivery destination; the amount will be charged in the currency expressly displayed before payment. Your card issuer may independently charge conversion or cross-border fees; these are not collected by us. The treatment of VAT, sales tax and import duties is described in the Shipping & Delivery Policy and at checkout.
5. Checkout and contract formation
Our checkout must give you an opportunity to review products, quantities, shipping address, prices and delivery charges before paying. The final order control should clearly indicate an obligation to pay. After you submit an order, we send an acknowledgement to the email you provide. An automated order acknowledgement confirms that we received your order request but does not by itself mean that we have accepted it. A contract is formed when we expressly confirm acceptance or notify you that the order has been dispatched, whichever occurs first. Your mandatory consumer rights remain unaffected.
If we cannot accept or fulfil the order, we will contact you and refund any payment collected for an item that will not be supplied. We may perform reasonable fraud and payment checks and may request necessary clarification before dispatch; we do not demand full payment-card credentials by email.
6. Payment and security
We accept the payment methods expressly offered in checkout for your location and order. Payments may be processed by authorised payment providers. We use secure transmission measures on the checkout and do not intentionally collect full card numbers or card security codes by ordinary email. For more information, see Payments & Security and our Privacy Policy.
The merchant of record for purchases on this website must match the seller identified to the customer. ARDENT HOUSE LTD is the disclosed seller for transactions on petscares.net. A card statement may display our PetsCares trading name, ARDENT HOUSE LTD, or a payment-provider-approved abbreviated descriptor; if a charge is unclear, contact our support email. Charges should correspond to real goods ordered from and supplied by us; we do not use this store to take undisclosed third-party merchants’ payments.
7. Fulfilment and delivery
Delivery destinations, processing windows, carrier estimates and fees are described in our Shipping & Delivery Policy, product page and checkout. We will provide the goods within the agreed period and respect mandatory rights where there is non-delivery or material delay. Ownership and risk pass according to applicable law; nothing in these terms transfers risk earlier than the law allows.
8. Cancellation, withdrawal and returns
Our Order Cancellation Policy and Returns & Refunds Policy form part of the purchase information. UK and EU consumers generally have a right to withdraw from most online goods purchases within 14 days after delivery, subject to legally recognised exceptions. A faulty product may give rise to additional rights even when a voluntary or change-of-mind return window has passed.
9. Promotions, discounts and voucher terms
A promotion applies only for the stated dates, eligible products and customers, subject to the terms displayed with the offer. We will disclose restrictions, thresholds, expiry dates, exclusions and any minimum spend before purchase. Discounts cannot be combined unless explicitly stated. We do not use misleading countdowns, fake scarcity messages or misleading reference prices.
10. Intellectual property and website use
Text, photography, design and trademarks on this website may be protected by intellectual property rights belonging to us or their respective owners. You may browse and make personal copies as permitted by law. You may not systematically scrape product data, compromise checkout security, misuse the brand or falsely represent an affiliation with ARDENT HOUSE LTD.
11. Product safety, warranties and disclaimers
Follow product instructions and do not leave pets unsupervised with items that present chewing, swallowing, entanglement or other foreseeable risks. Contact us promptly about possible defects or safety hazards. Product descriptions do not replace veterinary advice. We do not exclude the legal guarantees, warranties, statutory remedies or other mandatory protections available to consumers. Any additional manufacturer’s commercial warranty will be described separately and does not replace statutory rights.
12. Liability
To the fullest extent legally permitted, we are not liable for losses caused solely by events outside our reasonable control or by use of a product contrary to clearly communicated instructions. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded. Nor do these terms exclude or unfairly restrict remedies for defective, non-delivered or misdescribed goods, or other mandatory consumer rights.
13. Privacy and cookies
Our Privacy Policy explains how we handle personal information. Our Cookie Policy explains storage and tracking technologies. Where non-essential cookies require consent, they must not be used before valid consent is given. You may use the site’s cookie preferences controls where these are implemented.
14. Complaints and disputes
Please contact info@petscares.net with your order number. We aim to investigate fairly and communicate clearly. You remain free to use any dispute resolution mechanism, competent regulator, court or payment dispute process provided by applicable law. These terms do not compel consumer arbitration where unlawful or remove statutory access to remedies.
15. Governing law and international consumers
These terms are governed by the laws of England and Wales, but this choice does not deprive consumers in other countries of mandatory consumer protections that apply under their local laws, including relevant EU consumer rules when our activities are directed to those markets. The courts with jurisdiction are determined under applicable law; nothing in this clause restricts consumer rights to bring claims in the competent court where mandatory rules permit.
16. Changes to these terms
We may update these terms prospectively. The terms provided when a purchase is made generally govern that order, subject to applicable law. Material updates will be dated and made accessible on the site. Last revised: 27 October 2026.