Terms and Conditions of Sale

Please read the following terms and conditions (the “Terms”), together with our Privacy Policy [https://peejaypets.co.uk/privacy-policy/] before placing any order for Product(s) on this website (the “site”). Below, we establish how a legally binding contract between yourself and ourselves is made.

In these Terms, any reference to “you” or “your” is to you as a user of this site. Any reference to “we”, “us” or “our” is made to Peejay Pets Superstore Limited (company number 04495573 as registered in England and Wales, at the Head Office at Waterloo Mills, Cleveland Street, Hull, HU8 7AU).

If you do not understand any of these Terms, or would like to talk to us about them, please feel free to contact us at:

  1. enquiries@peejaypets.co.uk;
  2. 01482 585315 (our office is open Mon-Sat 8:30am – 5:30pm and Sun 10:00am – 4:00pm).

(Please note, response time may vary. We endeavor +to reply to all enquiries within 7 working days, but our ability to do so may be impacted by various circumstances).

We may vary these Terms from time to time at our sole discretion. It is your responsibility to check our site and its terms for updates. The latest version of the Terms on this site are the terms currently enforced.

1 – The Contract

  1. Our site provides a platform offering various Products for sale. By purchasing products on this site, you agree to be bound by these terms. These terms do not affect your statutory rights as a consumer.
  2. “Products”, as referred to in these Terms, includes:
    • “Physical Goods” such as pet toys and pet food;
    • “Substances” such as medication, natural or homeopathic remedies;
    • “Raw Materials” or “Natural Matter” such as seeds or other natural products.
  3. By purchasing products with us via this website, you warrant, represent and undertake that…
    • You are legally capable of entering into a binding contractual agreement;
    • You meet our minimum requirement that you are 18 years of age or over;
      • Users under the age of 18 may use our website under the supervision of a parent or guardian – in which case, the parent or guardian is required to accept these Terms and Conditions for any orders placed by the person under 18;
      • Where products specify, you must agree to meet any other additional minimum age requirements;
    • You are resident in the United Kingdom and you are accessing this site from the United Kingdom;
    • You understand and comply with all Terms and Conditions of Sale established in this section.
  4. All orders placed on our website will be subject to our acceptance of the offer.
    • On placement of an order, you will receive an email from us which acknowledges your order (an “Acknowledgement Email”). This email does not constitute acceptance of your order.
    • All orders made by you, as a consumer, are subject to acceptance by us. Confirmation of acceptance will be made when we send confirmation of dispatch (“Dispatch Confirmation”). It is only at the point at which a Dispatch Confirmation has been sent that a contract for the sale of goods arises.
    • Title to ownership of the goods in question does not pass until full payment of all sums due is received by us.
  5. You may cancel any contract with us 28 day from the date of receipt of the goods.
    • In the event of this happening, you will be bound by our Returns and Refunds Policy (located in Section 6 of these terms).
    • To exercise your right to cancel, you must inform us of your decision by a clear statement, using the contact details at the top of these Terms.
  6. No one other than a party to this contract has the right to enforce any of the terms of this contract.

2 – Registration and Passwords

  1. In order to make a purchase from this site you will be required to register for an account with us. For the purposes of these Terms, information provided pursuant to Section 2 (Registration and Passwords), subsections 2 and 3, will constitute your “Account Information”.
  2. During the registration process, you will need to provide certain information which includes (but may not be limited to):
    • Your name;
    • Personal email address;
    • Billing information;
    • Delivery address.
  3. In the creation of an account, you will be required to provide a passwords for use in connection with your account.
  4. In the registration of any Account Information, you must provide truthful and accurate information. In doing so, you agree to the following:
    • It is your responsibility to ensure that your account details remain up to date.
    • You are responsible for maintaining the confidentiality of your Account Information and for any access to or use of your Account Information whether such access or use has been authorised by you.
    • You must notify us immediately of any unauthorised use of your account information, or any other breach of your security that could relate to your account.
    • You may not use another person’s account at any time without their express permission.
    • We will not be liable for any loss or damage whatsoever resulting from the disclosure or loss of your Account Information.
  5. We reserve the right to terminate your account with immediate effect if…
    • You register, or attempt to register, an account with the email address of another person (or we may require the details to be re-entered and re-confirmed by you);
    • You use, or attempt to use, multiple registrations:
    • You breach, or attempt to circumvent, these terms.
      • A breach includes (but is not limited to) circumstances where we believe in our sole discretion that your use of the site is unsuitable or detrimental to the site or any other users, such as hacking, disrupting or ‘scraping’ this site.
  1. On termination of an account (pursuant to Section 2 Subsection 5 of these Terms), all rights granted to you under these terms will automatically terminate, save for any continuing rights which you may have in connection with any products which you have already purchased.
    • We may withdraw, cancel, suspend or terminate the site and the ability to purchase any Products available on it (in whole or in part) at our absolute discretion and at any time – save that, if you have purchased an item and received a Confirmation, the transaction will be unaffected.
    • Termination, suspension or cancellation of your access rights does not affect any other right or relief to which we may be entitled, at law or in equity.

3 – Processing of Orders and Payment

  1. The price of all products available for purchase is in pounds sterling (£) and includes VAT (unless otherwise stated). We will notify you of all applicable delivery costs.
  2. Whilst the price of goods will usually be the same as quoted on the website, in the unlikely event of an error we reserve the right to cancel or not fulfil any orders made.
  3. After you have made an offer, we may contact you to say that we do not accept your offer. This may arise in the following circumstances:
    • The goods you have ordered are unavailable;
    • Payment cannot be authorised;
    • You are not allowed to buy goods from us;
    • You do not meet our minimum age restrictions (these are established with the sale of certain goods);
    • Too many goods have been ordered;
    • There has been a mistake in the pricing or description of goods.
  4. If we cannot supply any goods (for any reason as outlined above in Section 3, Subsection 3 (a)-(f)), but we do have alternative goods of equal or better standard and value then we may contact you and you will be allowed to refuse or accept such substitutes.
    • If you do not accept our offer of an alternative, you will be offered a refund or a replacement later.
    • We will also inform you how long such an offer will be left open for. If no mention is made, then an automatic presumption will be that if no acceptance/rejection is received from yourself, we will make the decision to either issue a refund or wait to dispatch the particular item when it becomes available.
  5. Your card will be charged only when the goods have been dispatched – at which point you will receive notification of this through our sending of a Dispatch Confirmation.
  6. Prices are liable to change at any time, but this will not impact orders for which you have received a Dispatch Confirmation.
  7. If payment has not been received by us but you have already received the goods, it is your responsibility…
    • To contact us to pay for the goods within 30 days of receiving your order: or,
    • Return the goods to us as soon as possible – within 30 days of receiving the order. To do this you must keep the goods in your possession, take reasonable care for them, and not use them.

4 – Provision of information on our website

  1. We take great care to ensure our product descriptions and advice offered on this website is accurate, complete and up to date.
  2. There may be occasions that information supplied to us by third parties in the product descriptions of our pages is inaccurate. You are advised to verify the accuracy of any descriptions before relying on them.
    • If you notice a fault on the website, please report it to Customer Services either through calling our Head Office (on 01482 585315) or emailing us at enquiries@peejaypets.co.uk.
  3. There may be times in which manufacturers update or change the ingredients in their products. Whilst we try to ensure that all descriptions and ingredients lists are kept up to date, there may be occasions in which there is a time-lag in our ability to do so, or we may fail to be informed of a change altogether.
    • In these instances, particularly for dogs with allergies, we will consider exchanging unopened bags of food, but we must be informed at the earliest possible opportunity. It is your responsibility to check your food prior to opening. We cannot accept returns of opened bags of food.
  4. In our product descriptions we may offer guidance based on the average size or weight of specific breeds of pet. In these instances, these are offered as a guide only and cannot be considered definitive.

5 – Delivery, undelivered items and in-store collection

  1. We may use different service providers to deliver our goods. All our delivery options will be available at the checkout for your order.
  2. Your estimated delivery time will be established within your confirmation email. If no such date is received in the email, then we operate on the automatic presumption that you will receive your order within 7-14 days of it being placed.
    • If we are unable to deliver within 7-14 days, we will contact you and you will have the option of cancelling your order for a full refund on the items not dispatched, or
  3. In some instances, in which we are unable to fulfil your order due to a lack of available stock, we will contact you either with alternatives or to suggest a later dispatch when new stock arrives in-store. If neither of these options are available, then a full refund on the item(s) concerned will be issued.
  4. Goods are deemed to be at your risk from the time of delivery.
  5. Where goods arrive to you damaged or missing.You are required to inform us within 7 days of your goods being delivered in order for us to process your claim. We require a photograph of the outer packaging and the damage to the goods inside of the packaging. This information is to be sent to sales@peejaypets.co.uk. Failure to supply this information within the designated time scale will result in your claim being denied.

6 – Returns and Refunds Policy

  1. Where the return of non-defective goods are concerned…
    • You have 28 days to return the goods to us, commencing on the day you receive the goods in question.
    • Any goods or items returned must be unused or returned to us in the same condition that they were sent.
    • Goods must be returned to us either in store, or posted at your expense, with proof or evidence that you have returned the goods to us. Prior to sending these goods, we always advise calling our Head Office (01482 585315) to inform them of your decision to do so.
    • Any goods returned to us will be examined by a member of staff. If the goods in question show evidence of wear or are not in an appropriate condition for resale, we reserve the right to decline or reduce the amount refunded. We will contact you if this is deemed necessary.
  2. Where the return of defective goods is concerned, we will aim to provide you with goods that comply with your legal rights pursuant to the Consumer Rights Act 2015.
    • At the earliest possible opportunity, you have a responsibility to contact our Head Office (details established at the beginning of these Terms) to inform them of the goods which you deem to be defective.
    • When returning the item to us, you need to provide clear evidence that the defect has arisen with the product (as opposed to arising through its use).
      To return the item you may either do so in-store or via mail. If you choose to return said item via postal service, proof must be provided of reasonable expenses incurred. Any additional expenses deemed to be unnecessary for the purpose will not be refunded.
    • On receiving the item back, (along with your proof of posting if you have elected to mail the item back to us) after assessment by a member of staff we will either offer a full refund of the items (including costs incurred through sending), or an exchange for the same type of good (or alternatives which are of equal or better value) but in a quality that is serviceable to your needs.
    • If the item originally arrived in a good and useable condition, but over a short time has suffered wear and tear or has been damaged through your pet’s chewing or behavior, we cannot exchange or refund your item. In this case the item itself is not defective – the defect arises through your use of the product.
    • On receiving an item back we will assess the condition of any product returned. If we believe the problem to have arisen through use (as opposed to a genuine defect), we reserve the right to challenge this and, if deemed appropriate, either decline or reduce the amount refunded.
  3. Where the return of a harness, collar or other accessories is required (in which an inappropriate size may render the product inadequate for use), in addition to requirements in Section 5, Subsection 1 (a)-(d) (above)…
    • If the size is inappropriate, you may request an exchange for an alternative size by calling or visiting our Head Office (established at the beginning of these Terms) at the earliest possible opportunity. You have 28 days from the date of reception to do this.
    • If the item originally fit your pet, but due to growth the item no longer fits after a period of use, we cannot exchange or refund your item. In this case the item itself is not defective – the defect arises through your use of the product.
    • If the item originally arrived in a good and useable condition, but over a short time has suffered wear and tear or has been damaged through your pet’s chewing or behavior, we cannot exchange or refund your item. In this case the item itself is not defective – the defect arises through your use of the product.
  4. We are unable to offer a refund on personalised, made to order or custom-made items (such as ID tags or personalised pet name labels for use on Harnesses).
    • This does not affect your statutory rights for defective goods as established above at Section 5, Subsection 2.
  5. We will not accept returns of goods which are sold at a lower, discounted or substandard price due to a defect identified by us.

7 – Fraudulent Orders

  1. Attempts to order an item with false or invalid information will be dealt with as fraud.
  2. We reserve the right to credit or cancel any order that may appear to be fraudulent or incomplete immediately and without notice to you if:
    • When requested by us to do so, you fail to provide us within a reasonable time with sufficient information to enable us to determine the accuracy and validity of any information supplied by you, or your identity;
    • If we feel that you are using fraudulent information or credit card data that does not belong to you;
    • We suspect that you have engaged, or are about to engage, or have in any way been involved, in fraudulent or illegal activity on the Website, and we reserve the right to pass on any information to the local authorities.

8 – Indemnity

  1. You will indemnify and keep us indemnified against any damage, loss, liability or cost incurred by us resulting from:
    • Any breach of these terms by you;
    • Any claims or legal proceedings brought or threatened against us by a third party as a result of your use of the site;
    • Any use of your Account Information, whether by you or any other person, where you have registered an account; or,
    • Your receipt of any Product.

9 – Liability

  1. We are not legally responsible for any losses which were either not foreseeable at the time of contractual formation, or which were not caused by any breach on our part.
  2. We will assume no responsibility for losses to non-consumers.
  3. We shall have no liability to you for any failure to deliver, for any delay in delivery or for any damage or defect to items which is caused by any act or circumstance beyond our reasonable control including, without limitation:
    • Strikes and other industrial disputes;
    • Breakdown of systems or network access;
    • Flood, fire, explosion or accident, or any other force majeure type events.
  4. Our limitation of liability does not apply to any legal responsibility which we cannot exclude in law (such as death or personal injury).

10 – Data Protection

  1. Billing information will be kept for 5 years for taxation reasons and will then be destroyed.
  2. Your personal information may be used by us to send you offers of goods/services which we think may be of interest to you. You will either be asked for your consent to such usage when you register with us or make an order, and the opportunity to unsubscribe from further marketing communications will be available on any marketing communications that we send to you.
  3. We also reserve the right to provide your details to any regulatory, government or law enforcement agencies who may request them or to investigate misuse of the site or any breach or potential breach of these Terms.


These terms were most recently updated on the 3 August  2020, 17:04.