Pet Shop — store policies

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• Delivery

FREE UK Delivery Orders Over £59.99

Standard Delivery 3-5 Working Days**	FREE
Next Day Delivery 1 Working Day**	£3.99

UK Delivery Orders Below £59.99

Standard Delivery 3-5 Working Days**	£4.99
Next Day Delivery 1 Working Day**	£6.99

*Order before 7pm for next day delivery. Includes Friday for Saturday Delivery for UK Mainland orders. Excludes Bank Holidays and weekends.

Small orders under £25 will incur a small order fee of £1.99. Please add more items to your basket in order to remove this fee, which is only there to make it economical for us to pick, pack & ship these smaller orders.

Regional surcharges may apply and will be shown at checkout. (Please see surcharge list for more information)

** Excludes surcharge postcodes, Please see surcharge list for more information. Please note weekends and bank holidays are not counted as working days. Please note on the product page it will be advertised if the product is available for next day delivery; all the products on the order need to be available for next day delivery in order for the order to be dispatched same day on an express service.

Click & Collect (Warwickshire)

Local to Stratford upon Avon? Select our 'Click & Collect' option at checkout and when your order is ready, we will email you confirmation, and then you can come and collect it from our warehouse: PetShopBowl, Unit A5 Precision Business Park, 100 Masons Road, Stratford Upon Avon, CV37 9BY.

UK Surcharge Areas

All orders with the below postcodes will incur a surcharge and will be calculated at checkout. They can also take up to 7 working days to be delivered due to the area. See below for more information.

Postcode		County	Surcharge per 28kg parcel
AB	37-38	Aberdeen	£5.99
AB	55-56	Northern Highlands	£5.99
FK	17-20	Northern Highlands	£5.99
HS	ALL	Northern Highlands	£5.99
IM	ALL	Isle of Man	£5.99
IV	ALL	Northern Highlands	£5.99
KA	27-28	Arran	£5.99
KW	ALL	Northern Highlands	£5.99
PA	15	Oban	£5.99
PA	20-49	Oban	£5.99
PA	60-80	Oban	£5.99
PH	10	Northern Highlands	£5.99
PH	12	Northern Highlands	£5.99
PH	15	Northern Highlands	£5.99
PH	17-26	Northern Highlands	£5.99
PH	30-44	Northern Highlands	£5.99
PH	49-50	Northern Highlands	£5.99
TR	21-25	Cornwall	£5.99
ZE	ALL	Orkney Shetland	£5.99
PO	30-41	Portsmouth	£5.99
BT	ALL	Northern Ireland	£5.99
Channel Islands Under	We no longer ship to the Channel Islands from March 2024
Channel Islands Over	We no longer ship to the Channel Islands from March 2024

Please note: we do not ship to BFPO addresses.

Local to Warwickshire?

You can give us a call on 01789205095 and place an order over the phone and we'll have it ready for collection next day. Our address is: Unit 5 Hatton Rock Business Park, Hatton Rock, Stratford-Upon-Avon, Warwickshire, CV37 0BX.

Returns & Damages

How do I return an item?

We have a new 365 day return policy so simply post the item back to us at: PetShopBowl, Unit A5 Precision Business Park, 100 Masons Road, Stratford Upon Avon, CV37 9BY

If I'm not happy with a product, how do I return an item for a full refund?

If you are ever dissatisfied with any item for any reason whatsoever, you may return it back to us. We will reimburse you for the full value of the item. All we ask is that it is returned to us within 365 days of you receiving it and in its original/new condition. You will be responsible for the cost of returning the item. If you received free delivery then your refund will be minus the outgoing postage charge £6.99.

What do I do if I have been sent the wrong item?

All the parcels are carefully packed by our delivery team and then double checked but in the unlikely event you end up with a different item call or email us on 01789 205095. Leave the parcel in the exact condition it arrived and post it back to us or we will arrange for collection with our courier. We will send you a new item immediately.

We are unable to send you out a replacement if you have opened the package. So please make sure to check your order before opening.

What do I do if my order has been stolen/missing or delivered faulty/damaged?

All items we send are fully insured. If in the unlikely event your order is delivered damaged/faulty, stolen or missing call us within 14 days on 01789 205 095 or email us [email protected] to inform us.

If damaged please take photos of the parcel in the exact same condition it arrived to you in and email them back to us. We may require the items back, so please keep them until you hear back from us. If we do require the items we will organise for a courier to come and collect them at no extra charge. If you are unable to provide proof of damage we may be unable to refund or resend.

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• Terms of Service

These Terms and Conditions govern your use of the website accessed through petshop.co.uk (the "Website") and any orders you place through the Website.

Please read the Terms and Conditions carefully as they affect your liabilities under the law. By using the Website, you are deemed to accept the Terms and Conditions and, before proceeding with an order, you will be required to show that you have read and understood them [by clicking on the "I accept" button at the end of these Terms and Conditions. Please note that you will be required to do this each and every time you place an order through the Website]. If you do not agree to these Terms and Conditions, please do not register for use or use the Website. Please note that to purchase goods from the Website or to use or access certain areas of the Website, you will be required to register as an authorised user of the Website.

1. Ownership and Intellectual Property

1.1 The Website is owned and operated by us, PetShopBowl Limited, a company registered in England and Wales under company number 07328710 UK. Our VAT number is 111134971 UK. Our registered office is PetShopBowl, Unit A5 Precision Business Park, 100 Masons Road, Stratford Upon Avon, CV37 9BY

1.2 The copyright and all other intellectual property rights in and to the Website and any and/or all of the material on the Website are either owned by us or are included with the permission of the owner of the rights. As a visitor to the Website, you may download a single copy of each piece of material contained on the Website for your own private viewing purposes only, provided you keep intact all and/or any proprietary notices.

1.3 Subject to condition 1.2 above, no copying of either the Website and/or any and/or all of the material contained on the Website or distribution for any commercial or business use is permitted without our prior written consent. You may not include a link to the Website or display the contents of the Website surrounded or framed or otherwise surrounded by material not originating from us without our prior written consent.

2. Your Account

2.1 If you use the Website, you are responsible for (1) maintaining the confidentiality of your account and your password and (2) restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that your password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if your password is being, or is likely to be, used in an unauthorised manner.

2.2 You must ensure that the details provided by you on registration at the Website or at any time are correct and complete.

2.3 You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. Then simply enter your email address and password and you will then be able to change the details that you originally gave.

2.4 On the Website, we sell products for purchase only by people aged 18 or over. People aged under 18 may use the Website only with the involvement and supervision of a parent or guardian. The parent or guardian is required to accept these Terms and Conditions and place any orders for the person aged below 18. You hereby warrant that, at the date you accept these Terms and Conditions, you are aged 18 or over.

3. Website information & availability

3.1 Whilst we take every care to ensure that the information on the Website is accurate and complete, some of it (such as product descriptions, images, etc.) may be supplied to us by third parties and we are unable to check its accuracy or completeness. You are advised to verify the accuracy of any information before relying on it. Further, due to the inherent nature of the Internet, errors, interruptions and delays may occur in the service at any time. Accordingly, subject to condition 13 below, the Website is provided "AS IS" with warranties excluded to the fullest extent permissible by law. Subject to condition 12 below, we do not accept any liability arising from any inaccuracy or omission in any and/or all of the information provided on the Website or interruption in availability.

3.2 If a fault occurs in the service of the Website, you should report it to Customer Service either by ringing 01789 205 095 or by email and we will correct the fault as soon as we reasonably can.

3.3 Your access to the Website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we reasonably can.

3.4 Your attention is drawn to the following information in particular:

3.4.1 The Product ingredients listed on this site are provided by the manufacturer and are correct as at 08/11/11. While we do our very best to ensure that this information is kept up to date, there may be occasions where a manufacturer has changed their recipe and this has not yet been reflected in the information on our product pages. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product's ingredients.

3.4.2 The Typical Analyses listed on this site are provided by the products' manufacturers and are correct as at 20/02/14. While we do our best to ensure that this information is kept up to date, there may be occasions where a manufacturer has changed their formulation and this has not yet been reflected in the information on our product pages. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product's Typical Analysis.

3.4.3 The Feeding Guides listed on this site are provided by the product's manufacturers and are correct as at 20/04/2014. While we do our best to ensure that this information is kept up to date, there may be occasions where a manufacturer has changed their Feeding Guide and this has not yet been reflected in the information on our product pages. Due to the complexity of some feeding guides, the information displayed on this site may be a simplified version and therefore all Feeding Guides are provided for the purposes of comparing products only. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product's Feeding Guide and use only this when feeding your pet.

3.4.4 Suitable Breeds. We understand that when shopping online, it may be difficult to visualise the actual size of an item, even where approximate product dimensions have been provided. We have therefore provided where possible, a list of potentially suitable breeds for many of our products. Due to the sheer number of breeds of Dog in the UK, this list is a guide only and is by no means meant to be definitive. This guide is based on a breed's generic size and attributes. Each pet is an individual and therefore while a product may generally be suitable for a certain breed type, it may not be suitable for certain individual pets. Therefore, upon receipt of your order, please ensure that you are confident that the product(s) you have purchased will in fact be suitable for your pets unique individual requirements.

4. Other promotions, vouchers & competitions

From time to time, we (or selected third parties) may include competitions, promotions, vouchers or other offers on the Website. Each such offer and or voucher shall be subject to its own express terms, however, each offer or promotion will be subject to availability at all times. Your statutory rights are not affected.

5. Limitations

5.1 You may not use the Website for:

5.1.1 disseminating any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material;

5.1.2 transmitting material that encourages conduct that constitutes a criminal offence, results in civil liability or otherwise breaches any relevant laws, regulations or codes of practice;

5.1.3 gaining unauthorised access to other computer systems;

5.1.4 interfering with any other person's use or enjoyment of the Website;

5.1.5 breaching any laws concerning the use of public telecommunications networks;

5.1.6 interfering or disrupting networks or websites connected to the Website; or

5.1.7 making, transmitting or storing electronic copies of materials protected by copyright without the permission of the owner.

5.2 We reserve the right to refuse to post material on the Website or to remove material already posted on the Website.

5.3 You fully indemnify us against any and/or all losses, liabilities, costs and/or expenses reasonably suffered or incurred by us, any and/or all damages awarded against us under any judgment by a court of competent jurisdiction and any and/or all settlements and sums paid by us as a result of any settlement reasonably agreed by us arising out of or in connection with:

5.3.1 any claim by any third party that the use of the Website by you is defamatory, offensive or abusive, or of an obscene or pornographic nature, or is illegal or constitutes a breach of any applicable law, regulation or code of practice;

5.3.2 any claim by any third party that the use of the Website by you infringes that third party's copyright or other intellectual property rights of whatever nature; and/or

5.3.3 any fines or penalties imposed by any regulatory, advertising or trading body or authority in connection with the use of the Website by you.

6. Right to suspend or cancel your registration

6.1 We may suspend or cancel your registration to the Website immediately or restrict or prevent your access to the Website at our reasonable discretion if you breach any of your obligations under these Terms and Conditions.

6.2 You can cancel this agreement at any time after giving us prior notice in writing. If you do so, you must stop using the Website.

6.3 The suspension or cancellation of your registration to the Website and/or your right to access and/or use the Website shall not affect either party's rights or liabilities.

6.4 Conditions 1, 5 and 10 of these Terms and Conditions shall survive cancellation.

7. Ordering goods

7.1 All orders placed through the Website will be subject to our acceptance of the order.

7.2 Where you have used a promotional code to obtain a discount off the price of your order, acceptance of this order is subject to our verifying that the code has been issued to you personally and that you have complied with all the terms of the offer and qualify for the promotional code. In the event that the code has not been issued to you for your personal use, or you do not qualify for the promotion, the price of the order will be adjusted notwithstanding any email confirmation which you receive. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.

8. Pricing, processing your orders and payment

8.1 The price of any goods will be as quoted on the Website from time to time, except in cases of obvious error. Subject to condition 8.4 below, in the event of obvious inaccuracies in the prices quoted on the Website, we reserve the right not to fulfil and/or to cancel any orders placed by you in reliance on the inaccurate prices.

8.2 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

8.3 Payment for all goods, either by credit or debit card, will be taken from your card at the time we receive your order, once we have checked your card details and stock availability. Any payment made to us will be refunded if we do not accept your order.

8.4 Whilst it is our intention to keep the Website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.

8.5 All prices shown on the Website are inclusive of VAT. Delivery charges are clearly highlighted throughout the Website. For further information on delivery charges, click here.

8.6 The processing of your payment and acknowledgement of your order (including sending you an email confirming your order is being processed) does not constitute legal acceptance of your order.

9. Availability and delivery

Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances such as a Force Majeure Event (see condition 16 below).

10. Consumer Cancellation Rights and Returns

10.1 Consumer right to cancel
If you are contracting as a consumer, you may cancel any Contract between us at any time within 28 days, beginning on the day after you receive the goods.

10.2 General returns
If you are dissatisfied with any item for any reason, you may return it to us subject to the conditions set out in this clause 10.

10.3 How to cancel
To cancel any Contract between us, you must inform us as soon as possible by emailing our Customer Service team or telephoning us on 01789 205 095 between 8am and 6pm Monday to Friday.

10.4 Returning goods
Goods must be returned within 30 days of receipt and in their original/new condition in order to qualify for a refund.

10.5 Refunds
If you cancel a Contract under clause 10.1 and return the goods to us in accordance with clause 10.4, we will refund the price paid for the goods.

10.6 Return costs
Unless the goods are faulty, damaged, not as described or incorrectly supplied, you will be responsible for the cost of returning the goods to us. We can arrange a collection for a charge of £6.99 per 28kg box; this can be deducted from your refund once the goods arrive back with us.

10.7 Faulty, damaged or incorrectly supplied goods
Nothing in these Terms affects your statutory rights. If goods are faulty, damaged, not as described or incorrectly supplied, please contact our Customer Service team as soon as possible and we will deal with the matter in accordance with your legal rights.

11. Risk and Title

11.1 The goods will be at your risk from the time of delivery.

11.2 Ownership of the products will only pass to you when we receive full payment of all sums due in respect of the goods, including delivery charges.

12. Our liability

12.1 We warrant to you that any goods purchased from us though the Website are of satisfactory quality and reasonably fit for the purposes for which products of such kind are commonly supplied.

12.2 We shall not be responsible to you or any third party whether in contract, tort (including negligence) or otherwise for incidental, special, indirect or consequential loss or damage, any loss of profit (direct or indirect), loss of sales, loss of goodwill or reputation, loss of business, third party claims, pure economic loss arising out of or in connection of the performance or non performance of our obligations under these Terms and Conditions, including such damage as may be reasonably foreseeable at the date you order the goods.

12.3 If you are contracting as a business, our liability for any claim for loss or damage shall be limited to the purchase price of the goods you purchased.

12.4 If you are contracting as a consumer, our liability for any claim for loss or damage shall be limited to three times the purchase price of the goods you purchased.

12.5 Nothing in these Terms and Conditions shall exclude or restrict our liability:

12.5.1 for death or personal injury caused by our negligence;

12.5.2 under section 2(3) of the Consumer Protection Act 1987;

12.5.3 for fraud or fraudulent misrepresentation; or

12.5.4 for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

13. Written communications

Applicable laws require that some of the information or communications we send to you should be in writing. When using the Website, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on the Website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

14. Notices

All notices given by you to us must be given to PetShopBowl Limited at PetShopBowl limited, Unit 5 Hatton Rock Business Park, Hatton Rock, Stratford-Upon-Avon, Warwickshire, CV37 0BX. We may give notice to you at either the email or postal address you provide to us when placing an order, or in any of the ways specified in condition 14 above. Notice will be deemed received and properly served immediately when posted on the Website, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.

15. Events outside our control

15.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control ("Force Majeure Event").

15.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

15.2.1 strikes, lock-outs or other industrial action;

15.2.2 civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

15.2.3 fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;

15.2.4 impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

15.2.5 impossibility of the use of public or private telecommunications networks; or

15.2.6 the acts, decrees, legislation, regulations or restrictions of any government.

15.3 Our performance under any Contract between us is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will endeavour to bring the Force Majeure Event to a close or to find a solution by which our obligations under any Contract between us may be performed despite the Force Majeure Event.

16. Waiver

16.1 If we fail, at any time during the term of any Contract between us, to insist upon strict performance of any of your obligations under any Contract between us or any of these Terms and Conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under any Contract between us, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.

16.2 A waiver by us of any default shall not constitute a waiver of any subsequent default.

16.3 No waiver by us of any of these Terms and Conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with condition 14 above.

17. General

17.1 The use of the Website and any Contracts formed between us are governed by English law. Any dispute arising from, or related to, such use and any such Contracts shall be subject to the exclusive jurisdiction of the courts of England. We make no promise that materials on the Website are appropriate or available for use in locations outside the United Kingdom and accessing the Website from territories where its contents are illegal or unlawful is prohibited. If you choose to access the Website from locations outside the United Kingdom, you do so on your own initiative and are responsible for compliance with local laws. Overseas orders (i.e. orders from outside the United Kingdom) will not be accepted.

17.2 A person who is not a party to these Terms and Conditions or any Contract between us shall have no right to enforce any term of the Terms and Conditions and/or any and/or all Contracts between us under the Contracts (Rights of Third Parties) Act 1999.

17.3 If any provision of these Terms and Conditions or any provisions of any Contract between us are found to be invalid, unlawful or unenforceable by a court to any extent, such provision will to that extent be severed from the remaining provisions, which will continue to be valid to the fullest extent permitted by law.

17.4 We may assign, charge or transfer any of our rights or subcontract any of our obligations under these Terms and Conditions or any Contract to any third party at any time.

17.5 You may not assign, charge or transfer any of your rights or subcontract any of your obligations under these Terms and Conditions and/or any Contract between us except with our specific prior written permission in writing.

17.6 We reserve the right to revise and amend these Terms and Conditions from time to time and any such changes will be communicated on the Website. You will be subject to the policies and the Terms and Conditions in force at the time that you order goods from us, unless any change to those policies or the Terms and Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these Terms and Conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the Terms and Conditions, unless you notify us to the contrary within seven working days of receipt by you of the goods). If you do not wish to accept the new Terms and Conditions, you should not continue to use the Website. If you continue to use the Website after the date on which the changes come into effect, your use of the Website indicates your agreement to be bound by the new Terms and Conditions.

17.7 These Terms and Conditions govern the entire trading relationship between ourselves and you and will remain in force for the duration of our trading relationship.

17.8 We will endeavour to verify the accuracy of any product or pricing information which we place on the Website, but we make no warranties or guarantees (whether express or implied) in relation to the accuracy of such information. You must bear the risk associated with the use of the Internet.

18. Privacy Statement

18.1 By submitting videos to us, you agree that we may contact you via email regarding the videos you submitted. We take your privacy seriously and we will not share your information with third parties for their marketing purposes. We may however use your e-mail address to send you information, special offers and promotions from PetShopBowl and any member of the PetShopBowl group of companies. You can unsubscribe from these e-mails at any time following the 'unsubscribe' link at the bottom of each e-mail.

19. Rules for submitting videos

19.1. To submit a video, you must be at least 18 years of age or have parental or guardian consent to do so.
19.2. In order to submit a video, you must be the copyright owner of the video or have the permission of the owner to do so.
19.3. Please do not submit a video multiple times.
19.4. PetShopBowl at its absolute discretion will determine which videos appear on the website and reserves the right to refuse to post a video for any reason.

20. Intellectual Property

When you upload or post Content to PetShopBowl, you grant:

20.1. to PetShopBowl, a worldwide, non-exclusive, royalty-free, transferable licence (with right to sub-licence) to use, reproduce, distribute, prepare derivative works of, display, and perform that Content in connection with the provision of the Service and otherwise in connection with the provision of the Service and PetShopBowl's business, including without limitation for promoting and redistributing part or all of the Service (and derivative works thereof) in any media formats and through any media channels.

20.2. to each user of the Service, a worldwide, non-exclusive, royalty-free licence to access your Content through the Service, and to use, reproduce, distribute, prepare derivative works of, display and perform such Content to the extent permitted by the functionality of the Service and under these Terms.

21. Notice for claims of intellectual property violations

21.1. PetShopBowl respects the intellectual property of others. If you believe that a video that you own was uploaded to the PetShopBowl website without your permission in a manner that constitutes copyright or any other intellectual property infringement, please contact PetShopBowl including the following information in your notice:

An electronic or physical signature of the person authorised to act on the behalf of the owner of the video;

21.1.1. A description of the copyrighted video that you claim has been infringed;
21.1.2. A description of where the video is located on the website to help us identify it;
21.1.3. Your address, telephone number and email address;
21.1.4. A statement of your good faith belief that you did not authorise the submission of the video; and
21.1.5. A statement by you that the above information in your notice is accurate and that you are the actual copyright owner of the video or authorised to act on the owner's behalf.

21.2. It is PetShopBowl's policy that it may, in its absolute discretion, refuse to accept videos from anyone who infringes the intellectual property rights of PetShopBowl and/or others.

22. Limitations of liability

22.1. Nothing in these Terms shall exclude or limit PetShopBowl's liability for losses which may not be lawfully excluded or limited by applicable law.

22.2. PetShopBowl shall not be liable for any loss, claim, damage, nor any indirect, special, incidental or consequential damages of any kind, whether based in contract, tort, strict liability or otherwise, which arises out of (a) the use of, or inability to use, this site or content found in this site, or (b) the unauthorised access to or alteration of your transmissions or data, even if PetShopBowl have been advised of the possibility of such damages unless resulting from the gross negligence or intentional actions of PetShopBowl.

23. Bottomless Bowl

You can subscribe to the Bottomless Bowl service by ticking "Yes" at checkout and selecting a frequency on which you want this order to be sent, or by selecting the Bottomless Bowl option when adding an item to your cart. You will receive an email when your future orders will be placed and we will automatically charge you using the same payment method you used on your previous order (for example if you paid by card we will recharge the same card, etc.). The price for your Bottomless Bowl order will be the price as advertised on the website at the time the order goes through. This price can go up or down from the original order when you subscribed. You can cancel your Bottomless Bowl subscription at any point without any consequences or hidden fees by emailing us at [email protected] or calling 01789 205 095, or you can cancel via your account management page. Bottomless Bowl discounts are intended to reward regular customers, not to be used for resale purposes. PetShopBowl Limited manually check Bottomless Bowl orders and reserve the right to cancel any Bottomless Bowl orders placed in bad faith, such as large orders likely to be cancelled after one order. As of May 2026, we have introduced an automated checker which will remove First Order Bottomless Bowl discounts if the First Order Bottomless Bowl discount for the item has already been used by another customer account with the either the same payment card, email address or billing address. Instead, your order will be charged at the ongoing Bottomless Bowl order price. Orders are also pooled across our sister site VetShop.co.uk, so if the discount was used on our sister site, it will also be removed.

If a product has a Bottomless Bowl discount, the price advertised on our website will be the cheapest price we offer on this service. All prices are broken down on our product page.

24. Reporting of Suspected Adverse Reaction to a Medicinal Product

It is sometimes the case where some kind of side effect, or other adverse response, will result from the use of medication in animals. It is important that such events are reported, assessed and acted on where necessary. This is the best way for a potential problem to be sorted out for the benefit of all animals in future. Anyone can report a suspected adverse reaction. Click here to find out more.

25. Freebies checkout step

Only 1 freebie allowed per customer. If more than one freebies are added, only one will be allowed, the others will be removed from order.

26. Spend £100/£175, Get £10/£20 Credit Activity 6th & 7th October 2026

Running between 6th-7th October 2026. To qualify, you must spend £100 or more to receive a £10 voucher to spend on your next order, or £175 or more to receive a £20 voucher for your next order. This total includes any shipping charges. Vouchers will be sent to eligible customers on the 16th October 2026. Vouchers will expire on the 1st December 2026. You must be subscribed to marketing emails so we can contact you.

27. Frozen deliveries

Some of our frozen products are sent separately, from our frozen supplier's warehouse. They do not pass through the PetShop.co.uk warehouse. If your order contains both frozen products and products dispatched by PetShop.co.uk, the order will be split into separate deliveries. The parcels may be dispatched and arrive at different times. Delivery time and cut-offs also vary from our standard delivery times and cut offs. Orders placed before 12pm Monday to Thursday are dispatched within the following 1-2 working days on a next day delivery service. Orders placed on Friday before 12pm are dispatched Monday for Tuesday delivery. Orders placed Saturday or Sunday are dispatched on Tuesday for Wednesday delviery.

• Home
• Privacy Policy

1. Introduction

1.1 We are committed to respecting and protecting your privacy. This policy sets out our approach. “We” in this context are PetShopBowl Ltd. We are the Publishers of PetShop.co.uk and act as the administrators of the policy. In the policy we’re referred to as “The Administrator”.

1.2 We are committed to protecting the privacy of visitors to the website in accordance with the EU General Data Protection Regulation 2016 (GDPR) (the “Regulation”).

1.3 This privacy policy explains how we may collect personal data and how we use the information we may collect about you.

2. Information collected and retained by the Administrators

2.1 We collect personal information about you from personal details provided by yourself in relation to the service we offer. We do not collect any sensitive personal information such as information on your racial or ethnic origins, political opinions, religious beliefs, trade union affiliations, sexual life, health or criminal history.

3. Use of information by the Administrators

3.1 We collect information which is necessary to:

3.1.1 provide the Services to you;

3.1.2 notify you of your Service order status; and
3.1.3 carry out internal administration and analysis.

3.2 We can also use that information to enhance your visit (if you have opted in to our newsletter) to our website by:

3.2.1 telling you about new products, new services and special offers;

3.2.2 tailoring your experience to your pet(s); and

3.2.3 informing you of changes in our website.

3.3 By providing us with your personal information, you consent to us (and where relevant, our subsidiaries, affiliates and trusted partners) using (including collecting, storing and processing) your personal information. We will of course inform you of any changes to our Privacy Policy and you will have the opportunity to opt out of those changes which affect you.

4. Accessing and amending your personal information

We will process your personal data for the purposes set out in clause 3 above. If, however, you have any queries or requests in relation to Data Protection/GDPR please notify our Business Manager at: PetShopBowl Ltd, Unit A5 Precision Business Park, 100 Masons Road, Stratford Upon Avon, CV37 9BY or [email protected].

5. Protection of personal information

We use our reasonable endeavours, to ensure proper storage and careful disclosure of your personal information in order that nothing improper happens to your private information. These security measures mean that we may occasionally have to ask you for proof of identity before we are able to disclose personal information to you.

6. External Websites

This Privacy Policy only applies to this website. The website may contain links to external websites. Please note that we are not responsible for the privacy practices of other websites. We recommend that you check the privacy policy of any other websites you may visit through the website. The inclusion of links to such websites does not imply any endorsement of the material on such sites nor any association with their owners or operators. If you have any complaints relating to such sites, please contact them directly.

7. Right of Access

You have the right to obtain from us as to whether or not personal data concerning you are being processed, and, where that is the case, access to the personal data and the following information:

• Confirmation that we are processing your personal data;
• A copy of your personal data; and
• You have the right to request we delete your personal data.

8. Opt-In

If you tick the opt-in box to sign up to our newsletter we will be able to send you our exclusive offers and promotions on your brand of pet food, educational mailers about the health and welfare of your pet and even fun updates on our business via Email or SMS. You have the right to ask for a copy of the information held by us about you in our records. You also have the right to correct any inaccuracies in the information or unsubscribe at anytime.

9. Cookie Policy

Find our Cookie Policy here

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• FAQ

Ordering

Making an order with PetShop.co.uk is very simple. Find the products you would like to order using either the search bar or the navigation bar at the top, add them to your cart, and then checkout.

PetShop.co.uk offers the world's first SMS pet food re-ordering service. Place an order on PetShop.co.uk and make sure you have your correct mobile number assigned to your account. Depending on how much food you previously ordered, we will send a text either 4 or 8 weeks after your order date asking if you would like a repeat. Reply Woof, Meow, Neigh or Tweet depending on your pet and we will process and deliver your order automatically.

Yes. If you wish to make an order over the phone simply call us on 01789 205095 and we will happily place your order for you, as well as answering any questions you may have.

Bottomless Bowl is a subscription service designed to provide maximum convenience, saving you time, carrying heavy pet supplies and money. You can find full details on our Bottomless Bowl page.

On the product you would like to arrange regular delivery for, select the Subscribe & Save option and specify a delivery frequency of up to 16 weeks. On some brands extra discounts are available when choosing Bottomless Bowl, shown on the individual product page. You can also call us to arrange Bottomless Bowl for products of your choice over the phone.

You can access, amend or change your Bottomless Bowl from your account at any time. Full details are available on our Bottomless Bowl page.

Sign into your account and go to Your Bottomless Bowl. Select Manage Bottomless Bowl and click Edit next to the product you want to change. Here you can update the volume, frequency and next order date. Click Save to confirm, and you'll see the updated information under the Your Bottomless Bowl tab.

Sign into your account and go to Your Bottomless Bowl. Select Manage Bottomless Bowl and click Edit next to the product you want to cancel. At the bottom of the page tick the box labelled Inactive and click Save. Do not click Cancel, as this will cancel your changes rather than the subscription.

We stock over 14,000 products and you can see whether an item is in stock on the product page. On the rare occasion we have sold out, we can offer a full refund or source the product from our other wholesalers at the earliest opportunity.

We accept all major cards including Maestro, Visa, American Express and Mastercard. You can pay via our website or by phone. We do not currently accept PayPal.

If your order has not yet been picked by our warehouse team, call or email us within at least 48 hours of placing your order to change or cancel it for a full refund. If the item has already been picked, you can refuse delivery and it will be returned to us, though a £12 return fee will apply. See our Delivery & Returns page for more detail.

Shipping & Delivery

Once your order has been fulfilled you will receive an email with your tracking number and a link to follow your delivery. You can also track your order via the account section of the website.

You should expect your delivery within 5 working days from the date it was placed, or within 3 working days if you have selected the express shipping option.

All parcels have a leave safe policy and are packed with rain-resistant packaging so they can be left safely. Our couriers make 3 delivery attempts before taking a parcel to their depot. You can also specify delivery instructions at checkout, such as leaving the parcel with a neighbour or at a specific location.

If your item does not arrive within 72 hours of being dispatched, please email [email protected] or call us with your order number and we will investigate with our courier. If the courier is at fault we will send out a replacement immediately. See our Terms and Conditions page for more detail.

Returns & Damages

We have a 365 day return policy. Simply post the item back to us at: PetShopBowl Ltd, Unit A5 Precision Business Park, 100 Masons Road, Stratford Upon Avon, Warwickshire, CV37 9BY.

If you are dissatisfied with any item for any reason, you may return it within 365 days of receiving it in its original condition and we will reimburse the full value of the item. You are responsible for the cost of returning the item. If you received free delivery, your refund will be minus the outgoing postage charge of £6.00.

Call or email us on 01789 205095. Leave the parcel in the exact condition it arrived and post it back to us, or we will arrange collection. We will send you the correct item immediately.

All items we send are fully insured. If your order is damaged or stolen, call us on 01789 205095 or email [email protected] immediately. If damaged, please take photos of the parcel in the condition it arrived and email them to us. Once we receive the photos we will send a replacement at no extra charge.

General Pet Enquiries

A complete food is a fully balanced pet food that contains all the essential vitamins and minerals needed to ensure the overall health and condition of your pet.

Kibble is a word for ground meal shaped into pellets and used for pet foods.

Hypoallergenic means that the pet food is far less likely to cause or trigger allergies in your dog. It can be helpful to think of it as anti-allergy food.

The easiest way to estimate how long a bag will last is: amount of grams in the bag divided by the average grams you feed per day equals the number of days the bag will last.

We would not recommend this. Puppies need higher levels of calcium for bone growth, protein for healthy muscle tissue, and specific nutrients to support their rapid development. Adult food is formulated for the nutritional needs of adult dogs, not puppies.

It really comes down to preference. Wet food can be a great source of hydration while dry food is convenient and good for dental health. A mixture of both can work very well, though either wet or dry food alone are both healthy options.

Feeding your pet dry food is a great way to support healthy teeth, as chewing the pellets helps reduce the build-up of dental plaque and tartar. Dental treats are also very effective, with Dentastix being a popular choice for dogs.

To support a healthy coat and skin, feed your pet a balanced and nutritious diet, groom them regularly, and keep them clean with appropriate shampoos and regular washes.

If your dog or cat has gained weight to the point where it is affecting their health, a light or weight management food is a great option. We stock a wide range of weight management foods for both dogs and cats.

Breed-specific diets are formulated with ingredients tailored to a particular breed's needs, for example kibble adapted to the jaw shape of a Chihuahua. They have their benefits but are not essential. It is equally healthy to feed your dog a standard complete food. The choice comes down to your dog's individual needs and your preference.

Veterinary diets are scientifically formulated foods recommended by vets for pets with specific health conditions, such as renal problems or digestive sensitivities. They are tailored to provide optimum nutritional support for those conditions. We stock a range of veterinary diets including Hills, Eukanuba and Dechra Specific.

Feeding a diet appropriate to your dog's life stage ensures they receive the right balance of nutrients at each stage of their life. Puppy foods contain higher levels of protein, fat, calcium and phosphorous to support rapid growth. Adult foods provide balanced nutrition for dogs in their prime. Senior diets typically contain lower fat levels to prevent weight gain, along with antioxidants and moderate protein levels to maintain muscle mass without overworking the kidneys.

We do not recommend feeding a cat dog food. Cats and dogs have very different nutritional needs and should eat foods formulated specifically for them. An occasional nibble from a dog's bowl will not cause harm, but dog food should not be used as a regular diet for cats.

Regular flea treatment is important to protect your pet from parasites encountered during walks and even in your garden. We stock a wide range of flea treatments including Frontline, Advantage, Bob Martin, Johnsons and Beaphar. For more information, see our flea treatment range.

Still need help?

Can't find your question here? Email us at [email protected] and we'll get back to you as soon as we can.

Or call us Monday to Friday, 8am–4pm, on 01789 205095.

Help us improve

We're always trying to improve our service, so if you have any comments on how we're doing or what we could do better, let us know at [email protected] or on 01789 205095.

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• Contact Us - PetShop.co.uk

Contact Us

Telephone Number: 01789 205 095

Between us, the PetShop.co.uk team have 22 dogs, 16 cats, 8 rabbits, 1 hamster, 3 degus, 2 lizards & a tank full of fish, so it’s fair to say we have plenty of experience with animals!

We have put together a Frequently Asked Questions page for you which we hope will help answer some of the more common queries.

If you're having any more pet problems, why not get in touch? Call us on 01789 205 095 or fill out the form below.

Our friendly, pet-loving Customer Service will do their very best to help you out with any questions or queries you may have. We are currently open Monday to Friday from 8am until 4pm (excluding bank holidays).