Terms and Conditions UK

Last updated: Sep 07, 2025

Applied to: United Kingdom

(This version replaces all prior versions)

 

Welcome to www.pet-awesome.com, the official website operated by PET AWESOME LIMITED (“Pet Awesome”, “we”, “us” or “our”). These Terms and Conditions (“Terms”) constitute a legally binding agreement between you (the “User”, “you”, or “your”) and Pet Awesome, governing your access to and use of the website and any services (orders, purchases), features, or transactions made available through it. By accessing or using our website, you agree to be bound by these Terms in their entirety. If you do not agree to these Terms, please do not use the website.


1. DEFINITIONS

 

For clarity in these Terms: 

  • “Consumer”: an individual acting for purposes wholly or mainly outside their trade, business, craft, or profession (Consumer Rights Act 2015). 
  • “Products”: goods, bundles, or accessories offered for sale on the Website. 
  • “Contract”: a legally binding agreement for the sale of Products between you and us. 
  • “Working Day”: a day other than a Saturday, Sunday, or UK public holiday. 
  • “Statutory Rights”: rights provided by UK law that cannot be excluded or limited.


2. ELIGIBILITY

 

You must be at least 18 years old and capable of entering into binding contracts to make purchases. 


If you purchase on behalf of a company or organisation, you confirm you have the authority to bind that entity. 


We do not knowingly sell to children under 16.


3. ACCEPTANCE OF TERMS

 

These Terms apply to all users, including browsers, customers, vendors, and contributors of content. 


Supplemental policies (e.g. Returns Policy, Privacy Policy, Cookie Policy, Accessibility Statement) are incorporated by reference. 


We reserve the right to modify these Terms at any time. Updates will be posted on this page with a new “last updated” date.


4. ACCOUNT REGISTRATION & SECURITY


To purchase Products, you may create an account. You agree to: 

  • Provide true, accurate, and up-to-date information. 
  • Maintain the confidentiality of your login credentials. 
  • Accept full responsibility for all activities under your account. 


We reserve the right to suspend or terminate accounts where fraudulent, abusive, or unlawful activity is suspected.


5. PRODUCTS, INFORMATION & AVAILABILITY


We make every effort to ensure that product descriptions, dimensions, colours, and prices are accurate. 


Minor variations may occur due to manufacturing differences, supplier updates, or digital display limitations. 


All prices shown are in GBP (£) inclusive of VAT at the applicable rate. 


Products may be discontinued, substituted, or modified without prior notice.


6. ORDER PROCESS & ACCEPTANCE


By placing an order, you make an offer to purchase Products under these Terms. 


Orders are subject to acceptance by us. Acceptance occurs when we send you an email confirming dispatch. 


We reserve the right to refuse or cancel orders for reasons including: 

  • Stock unavailability. 
  • Errors in pricing or description. 
  • Payment authorisation failure. 
  • Suspected fraud or misuse. 


If we cancel an order after payment has been taken, we will issue a full refund.


7. PRICING, BILLING & PAYMENT


Prices are stated in GBP and include VAT. 


Shipping charges are calculated at checkout. 


We accept major debit/credit cards, Apple Pay, Google Pay, Klarna, Clearpay, and other methods displayed at checkout. 


By providing payment details, you authorise us to charge the full order amount. 


If a payment fails or is later reversed (e.g. chargeback), you remain responsible for the outstanding amount.


8. SHIPPING & DELIVERY


We deliver across the UK and select international destinations. 


Delivery times vary by location and method; estimated delivery is provided at checkout. 


Delays may occur due to carrier issues, customs, weather, or force majeure. 


Risk of loss and ownership passes to you upon delivery to the address provided, not at dispatch. 


You are responsible for providing accurate delivery details. We are not liable for losses due to incorrect addresses supplied by you. 


International deliveries may incur customs duties, import taxes, or regulatory restrictions which are your responsibility.


9. RETURNS & REFUNDS


9.1 Statutory Cancellation Rights 


Under the Consumer Contracts Regulations 2013: 

  • You have the right to cancel your order within 14 calendar days of delivery without giving any reason. 
  • You must notify us in writing (email or contact form) to exercise this right. 
  • You then have 14 days to return the Products at your own cost (unless defective). 
  • We will refund the purchase price, including standard delivery charges, within 14 days of receiving the returned Products. 


9.2 Our Extended Return Policy 


  • Beyond your statutory rights, we accept returns within 30 days of delivery for unused, undamaged Products in original packaging. 
  • Exclusions:
    • Custom or personalised goods. 
    • Perishable or hygiene-sensitive goods (e.g. bedding, grooming items) once unsealed. 
    • Digital downloads and gift cards. 
  • Refunds will be processed to your original payment method within 5–10 business days of inspection. 


9.3 Restocking Fees 


  • We reserve the right to deduct up to 20% restocking fee where goods are returned used, damaged, or without original packaging. 
  • No restocking fees apply to defective or misdescribed goods.

 

10. PROMOTIONS, DISCOUNTS & COUPONS


Promotional codes must be applied at checkout before order completion. 


They cannot be applied retrospectively, combined, or exchanged for cash. 


Each promotion may have specific eligibility, exclusions, or expiry dates. 


Misuse of codes (e.g. sharing unique codes) may result in cancellation of the related order.


11. USER-GENERATED CONTENT


You may submit reviews, photos, or testimonials (“User Content”). 


By submitting User Content, you grant Pet Awesome a worldwide, royalty-free, perpetual licence to use, display, and distribute the content in any media. 


You confirm that you own or have rights to the content and that it does not infringe third-party rights. 


We may remove or edit User Content that we consider unlawful, offensive, or misleading.


12. PROHIBITED ACTIVITIES


You must not use the Website to: 

  • Violate any applicable laws or regulations. 
  • Infringe intellectual property rights. 
  • Upload or distribute viruses, malware, spam, or other harmful code. 
  • Harass, abuse, threaten, or discriminate against others. 
  • Misrepresent your identity, affiliation, or authority.

 

13. INTELLECTUAL PROPERTY


All content on the Website, including trademarks, images, and text, belongs to Pet Awesome or its licensors. 


Any unauthorised reproduction or distribution is strictly prohibited.

 

14. DISCLAIMER OF WARRANTIES


To the fullest extent permitted by law, the Website and its services are provided “as is” without warranties of any kind. 


We disclaim implied warranties of merchantability, fitness for purpose, and non-infringement. 


We do not guarantee uninterrupted service, error-free operation, or complete accuracy of information.

 

15. LIMITATION OF LIABILITY


Nothing in these Terms excludes or limits our liability for: 

  • Death or personal injury caused by negligence. 
  • Fraud or fraudulent misrepresentation. 
  • Breach of statutory consumer rights. 


Subject to the above, we are not liable for: 

  • Indirect or consequential losses. 
  • Loss of profits, revenue, or goodwill. 
  • Any damages exceeding the price paid for the Product giving rise to the claim.


16. INDEMNIFICATION


You agree to indemnify and hold harmless Pet Awesome, its affiliates, officers, employees, and partners from claims, damages, or expenses arising from your breach of these Terms or your misuse of the Website.


17. FORCE MAJEURE


We are not liable for delays or failure to perform obligations due to events outside our control, including: 

  • Natural disasters, pandemics, or government restrictions. 
  • Strikes, labour disputes, or transport disruptions. 
  • Internet or power outages.


18. DATA PROTECTION & PRIVACY


We process your personal data in accordance with the UK GDPR and the Data Protection Act 2018. 


For details, please see our Privacy Policy. 


We are registered with the ICO (Information Commissioner’s Office) as required.


19. ACCESSIBILITY & EQUALITY


Pet Awesome is committed to compliance with the Equality Act 2010. 


We aim to ensure that our Website and Products are accessible to all users. 


If you require reasonable adjustments, please contact us.


20. COMPLAINTS & DISPUTE RESOLUTION

 

If you have a complaint, please contact our customer service team at support@pet-awesome.com. 


We will respond within a reasonable timeframe and seek to resolve issues amicably. 


If unresolved, you may refer disputes to an Alternative Dispute Resolution (ADR) provider. We are not obligated to participate, but may agree at our discretion. 


You may also access the European Commission’s Online Dispute Resolution (ODR) platform at https://consumer-redress.ec.europa.eu.


Nothing prevents you from bringing proceedings in the courts of England and Wales.

 

21. GOVERNING LAW & JURISDICTION

 

These Terms are governed by the laws of England and Wales. Any disputes shall be resolved exclusively in the courts of England and Wales.

 

22. SEVERABILITY

 

If any provision of these Terms is deemed unlawful or unenforceable, the remaining provisions remain valid and enforceable.

 

23. ENTIRE AGREEMENT

 

These Terms, along with our Privacy Policy, Returns Policy, Shipping Policy, and other referenced documents, constitute the entire agreement between you and Pet Awesome.

 

24. CONTACT INFORMATION

 

If you have any questions, please contact us:


PET AWESOME LIMITED 

Company Number: 14888803 

Address: 

Highdown House 11 Highdown Road 

Leamington Spa 

Warwickshire 

CV31 1XT

Email: support@pet-awesome.com