Terms & Conditions


All content included on this site, such as text, graphics, logos, button icons, images, audio clips, and software, is the property of Pets Local or its content suppliers and is protected by U.K. and international copyright laws. The compilation (meaning the collection, arrangement, and assembly) of all content on this site, is the exclusive property of Pets Local and is protected by copyright laws.

All software used on this site is the property of Pets Local or its software suppliers and is protected by copyright laws. Any other use, including the reproduction, modification, distribution, transmission, republication, display, or performance, of the content on this site is strictly prohibited.

Pets Local and its affiliates respect the intellectual property of others. If you believe that your work has been copied in a way, that constitutes copyright infringement, please contact us at the address below.

Use Of Site:

This website or any portion of this website may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any commercial purpose, that is not expressly permitted by Pets Local. We reserve the right to refuse service, terminate accounts, and/or cancel orders at our discretion. This includes without limitation if we have reason to believe, that a customers conduct violates applicable law or is harmful to the interests of Pets Local and its affiliates.

No order shall be deemed to be accepted until our acknowledgement has been issued and the details shown on the acknowledgement shall be deemed to be correct, in all respects unless you notify the company to the contrary, in writing within 3 days of your receiving the acknowledgement.

Any price quotation by the company or its agents or employees shall be deemed to be for information purposes only and shall not constitute an offer to sell. We are not liable for online transactions that are not complete or have missing information. Be they due to website crashes, software faults, equipment failures or other technical faults. If an order is received incomplete, we will notify you and may cancel the order if we cannot rectify it.

Our Refund Policy & Distance Selling Regulations:

We pride ourselves on offering you a service second to none and take complaints very seriously. We will always try our hardest, to make sure that you receive your goods in the best possible condition and on time. However if you do receive an item that is faulty or has been damaged while in the post, please send us an e-mail to sales@pets-local.co.uk before you return the item. We will require your name, address, postcode, telephone number, date of your order and your order reference number. This number can be found on the top of your invoice, that is e-mailed to you when you place your order. If you fail to do this we will not be able to refund you.

If we cannot supply any of your order we will notify you via e-mail. If we can only supply part of your order, we will dispatch the product(s) that are available and you will be notified of this when you receive your order. Please note that if a product(s) is out of stock, you will be refunded immediately for the missing product(s). You do have the option of informing us not to dispatch your order, if an item is out of stock. You can do this by telling us in the additional comments box, when you place your order.

We give full protection and complete compliance with the UK Consumer Contracts Regulations Act 2014, The Consumer Rights Act 2015 and The Electronic Commerce Regulations Act 2002. Under these acts you are entitled to have a 14-day cooling off period. You have the right to cancel your order and receive the goods component of the price and initial delivery charges back in full. This is subject to you returning the goods to us in an unused, resellable condition, with all security seals, labels and packaging intact. Please note that your statutory rights are unaffected.

The cooling off period starts when the contract is concluded. It ends 14 days after the day, the goods are delivered to your order address. When returning goods please note, that we will not refund your return postage costs, unless the goods are found to be faulty or damaged. You must return the goods to us at your own cost, using Recorded Delivery and you must provide us with proof of postage.

When returning any goods, we will require a signed declaration from you, that states that the goods were faulty, damaged or unwanted at the time of delivery. We will also require your name, address, postcode, telephone number, date of your order and your order reference number. This number can be found on the top of your invoice, that is e-mailed to you when you place your order. If you fail to do this, then we will not be liable to refund you.

Once you have contacted us to inform us that you wish to cancel your order, we will wait no more than 7 days for the goods to be returned. If we do not receive the goods back within 7 days, we will not be liable to refund you. When we have received the goods back in an acceptable condition, all money paid, including the original postage cost, will be returned to you. We will do this within 30 days of the date of cancellation or receipt of the goods, in accordance with The Consumer Contracts Regulations Act 2014. Faulty, damaged or unwanted goods must be sent to us at the address given below.

If the goods are found to be faulty or damaged, on arrival or later than a guaranteed (not estimated) delivery date, we will replace them. If we cannot replace them we will give you a full refund, or if you prefer a credit note. You must return the goods to us using Recorded Delivery and proof of postage. On receipt of the goods, proof of postage and once a member of our staff has examined the goods, we will refund you. We will also refund the original and your return postage costs. Please note that we do not accept responsibility for late delivery caused by industrial action. Please allow plenty of time for delivery.

Due to the nature of our business, particular scrutiny will be used in connection with returning faulty, damaged or unwanted goods. If there is a discrepancy over the returned goods, Pets Local will contact you within 7 days of receipt to discuss this. If the goods are faulty, damaged or unwanted and you fail to inform us of this within 14 days of receipt, then Pets Local shall consider the products being satisfactory. We may not accept any reject at a later date.

All returns should be sent via Recorded Delivery to:

Pets Local.
Takeley Business Centre.
Unit 8 Dunmow Road.
Essex. CM22 6SJ.

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