Terms of service

TERMS OF SERVICE

Petcomfortworld Limited
73 Hadrian Road
Newcastle Upon Tyne
England
NE4 9QH
United Kingdom

Email: info@petcomworld.co.uk
Telephone: 07376 530716

Last Updated: 17 October 2026

1. Overview

These Terms of Service ("Terms") govern your use of the website and online store operated by Petcomfortworld Limited ("we", "us", "our").

Throughout these Terms, references to "you" and "your" mean any person accessing our website, purchasing products from us or otherwise using our services.

Our online store may be hosted using Shopify, which provides the ecommerce platform that enables us to offer products and services to customers.

By accessing our website, placing an order or using our services, you agree to be bound by these Terms, together with our Privacy Policy, Refund & Return Policy and any other policies made available on our website.

Nothing in these Terms is intended to exclude or restrict any statutory rights that cannot legally be excluded under applicable UK consumer law.

2. Online Store Terms

By using our website and placing an order, you confirm that you have the legal capacity to enter into a binding contract.

You must not use our website, products or services for any unlawful, fraudulent or unauthorised purpose.

You must not transmit viruses, malicious code or any other material designed to interfere with the security or operation of our website.

Any serious breach of these Terms may result in suspension or termination of access to our services.

3. Products and Services

We take reasonable care to ensure that product descriptions, photographs, specifications, dimensions, colours and other information displayed on our website are accurate.

However, product images are provided for illustrative purposes, and colours or appearance may vary depending on your device, screen settings, manufacturing variations or product updates.

Where measurements or dimensions are provided, customers should check these carefully before ordering, particularly for products intended to fit a particular pet, space or purpose.

We reserve the right to update product descriptions, specifications and availability where appropriate.

Nothing in this section affects your statutory rights where goods are faulty, misdescribed or otherwise fail to conform to the contract.

4. Pet Products

Our store may offer products intended for pets, pet owners and pet-related use.

Customers are responsible for selecting products that are reasonably appropriate for their pet's size, breed, age, behaviour and individual requirements.

Any general product information provided through our website is not intended to replace professional veterinary advice.

If you have concerns regarding your pet's health, medical condition, dietary requirements or suitability for a particular product, you should seek appropriate advice from a qualified veterinary professional.

5. Product Safety and Supervision

Customers should read and follow any instructions, warnings, labels, age recommendations or safety information supplied with a product.

Pet toys, accessories and similar products should be used appropriately and, where relevant, under suitable supervision.

Products should be regularly inspected for signs of damage or excessive wear.

Where a product becomes damaged in a way that may present a risk to a pet or person, its use should be discontinued.

Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so.

6. Orders

Placing an order through our website constitutes an offer to purchase the relevant product(s).

After receiving an order, we may send an acknowledgement confirming that we have received it.

An order acknowledgement does not necessarily mean that your order has been accepted.

A binding contract is formed when we accept your order in accordance with our checkout and order-processing procedures.

We reserve the right to refuse or cancel an order where reasonably necessary, including where:

A product is unavailable;
Pricing or product information contains an obvious error;
Payment cannot be authorised;
We reasonably suspect fraud or unauthorised activity;
Delivery cannot reasonably be completed;
The order breaches these Terms; or
We are legally required to refuse or cancel the transaction.

If we cancel an order after receiving payment, we will arrange an appropriate refund.

7. Product Availability

All products are subject to availability.

Although we make reasonable efforts to maintain accurate stock information, a product may occasionally become unavailable after an order has been placed.

If this occurs, we will contact you and, where appropriate, offer an alternative or refund the unavailable product.

8. Prices

Prices displayed on our website will be shown in the applicable currency and will include taxes where required by law.

Delivery charges, where applicable, will normally be displayed during checkout before you complete your purchase.

We reserve the right to change prices at any time. However, changes will not ordinarily affect orders that have already been accepted, except where permitted by law.

9. Pricing Errors

Despite our reasonable efforts, products may occasionally be incorrectly priced.

If we discover an obvious pricing error before accepting or dispatching your order, we may contact you to provide the correct price and ask whether you wish to continue with the purchase.

Where appropriate, we may cancel the affected order and refund any payment already received.

10. Payment

Payment must be made using one of the payment methods made available during checkout.

Payment processing may be provided by Shopify and/or third-party payment service providers.

You confirm that you are authorised to use the payment method provided when placing your order.

We may carry out or use third parties to conduct reasonable fraud-prevention and payment-verification checks.

11. Delivery

Orders will be delivered to the address supplied during checkout.

Customers are responsible for ensuring that their delivery information is accurate and complete.

Estimated delivery times are estimates rather than guarantees unless we expressly agree otherwise.

Delivery may occasionally be affected by circumstances outside our reasonable control.

If a delivery problem occurs, please contact us at:

info@petcomworld.co.uk

Your statutory rights relating to delivery are not affected by these Terms.

12. Risk and Ownership

Risk in the goods will pass to you in accordance with applicable consumer law, generally when the goods come into your physical possession or the possession of a person identified by you to receive them.

Ownership of the goods will pass in accordance with applicable law and the terms of the transaction.

13. Right to Cancel

If you are a consumer purchasing online, you will generally have a statutory right to cancel an eligible order within 14 days of receiving the goods, subject to certain exceptions.

Further information about cancellations and returns is provided in our Refund & Return Policy.

Nothing in these Terms restricts your statutory cancellation rights.

14. Returns and Refunds

Returns, refunds, exchanges and cancellations are handled in accordance with our Refund & Return Policy and applicable UK consumer law.

Please contact:

info@petcomworld.co.uk

before returning a product so that we can provide the appropriate instructions.

15. Faulty, Damaged or Misdescribed Goods

Under applicable UK consumer law, goods must meet certain legal standards, including being of satisfactory quality, fit for purpose where applicable and as described.

If you believe a product is faulty, damaged or materially different from its description, please contact us promptly.

Depending on the circumstances and your statutory rights, an appropriate remedy may include a repair, replacement, price reduction or refund.

Nothing in these Terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

16. Hygiene-Sensitive Products

Certain sealed products may not be eligible for change-of-mind returns after being unsealed where they are not suitable for return for health protection or hygiene reasons and the applicable statutory exception applies.

This does not affect your rights where a product is faulty or misdescribed.

Please refer to our Refund & Return Policy for further information.

17. Promotions and Discount Codes

From time to time, we may offer promotional discounts, promotional codes or special offers.

Unless otherwise stated:

Promotional offers may be subject to specific eligibility requirements;
Discount codes may have expiry dates;
Certain products may be excluded;
Offers may not be combinable;
A promotional code may be limited to one use per customer or order; and
Promotions may be withdrawn or amended where reasonably necessary.

Any specific promotional terms presented with an offer will apply in addition to these Terms.

18. Accuracy of Information

We make reasonable efforts to ensure information on our website is accurate.

However, occasional typographical errors, inaccuracies or omissions may occur in relation to product descriptions, pricing, promotions, availability, delivery charges or other information.

We reserve the right to correct errors and update information where reasonably necessary.

19. Customer Accounts

Where our website allows customers to create accounts, you are responsible for maintaining the confidentiality and security of your account credentials.

You should contact us promptly if you believe your account has been accessed without authorisation.

You are responsible for ensuring that information provided through your account is accurate and up to date.

20. Intellectual Property

Unless otherwise stated, the content available through our website, including text, graphics, logos, branding, photographs, product descriptions, website design and other materials, belongs to Petcomfortworld Limited or is used under appropriate permission or licence.

You may access and use our website for personal, non-commercial purposes.

You must not reproduce, copy, distribute, commercially exploit or otherwise use protected website content without appropriate permission, except where permitted by law.

21. Third-Party Services and Links

Our website may contain links to third-party websites or integrate services provided by third parties.

We are not responsible for the content, availability or privacy practices of independent third-party websites.

Your use of third-party services may also be subject to the relevant third party's own terms and policies.

22. Shopify

Our online store may use Shopify's ecommerce technology and infrastructure.

Your interaction with certain Shopify functionality may also involve processing by Shopify in accordance with its applicable terms and privacy practices.

23. Prohibited Uses

You must not use our website or services:

For unlawful or fraudulent purposes;
To violate applicable laws or regulations;
To infringe intellectual property rights;
To transmit malware or malicious code;
To attempt unauthorised access to our systems;
To collect other users' personal information unlawfully;
To interfere with the operation or security of the website; or
To engage in fraudulent payment or ordering activity.

We reserve the right to restrict access where we reasonably believe these Terms have been seriously breached.

24. Limitation of Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.

If you are purchasing as a consumer, we are responsible for losses that are a foreseeable consequence of our breach of contract or failure to use reasonable care and skill, subject to applicable law.

We are not responsible for losses that were not foreseeable or for losses arising from circumstances for which we are not legally responsible.

Different rules may apply where products are purchased wholly or mainly for business purposes.

25. Events Outside Our Reasonable Control

We will not be responsible for delays or failures caused by circumstances outside our reasonable control to the extent permitted by law.

Such circumstances may include severe weather, transport disruption, postal or courier disruption, telecommunications failures, cyber incidents, natural disasters, government restrictions or other events beyond our reasonable control.

This section does not affect statutory consumer rights.

26. Privacy and Personal Information

We process personal information in accordance with our Privacy Policy and applicable UK data protection law.

Please review our Privacy Policy for information about how we collect, use, store and share personal information.

27. Changes to These Terms

We may update these Terms from time to time to reflect changes in our business, services, website, technology or legal requirements.

The version applicable to your purchase will generally be the version in effect when your order was placed.

The latest version will be made available through our website.

28. Severability

If any provision of these Terms is determined to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

29. No Waiver

If we do not immediately enforce a provision of these Terms, this does not necessarily mean that we have waived our right to enforce it later.

30. Governing Law

These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.

If you are a consumer resident elsewhere in the United Kingdom, you may also have rights to bring proceedings in the courts applicable to your place of residence.