Definitions
“Consumer” means a natural person acting for purposes wholly or mainly outside that person’s trade,
business, craft or profession. “Goods” means the pet food, treats and accessories we sell. “Order”
means your purchase request placed through our website.
How The Contract Is Formed?
When you place an Order, you will receive an email confirming we have received it. This is an
acknowledgement and does not mean your Order is accepted. We accept your Order when we send a
second email confirming dispatch or, if applicable, when the goods are delivered. Only then will a
contract exist between you and us.
Pricing and Payment
All prices are shown in pounds sterling and include VAT where applicable. We will charge the price
displayed at checkout. We do not add hidden fees. Any non-optional fees (for example delivery
surcharges) will be shown at checkout. Recent UK rules require unavoidable fees to be included or
clearly shown to customers.
We accept the payment methods shown on our site. Payment is taken when the Order is placed.
Availability of Products
All Orders are subject to availability. If we are unable to supply a product we will contact you and offer
an alternative, refund, or cancellation. If you have already paid, we will refund without undue delay.
Delivery and Estimated Times
We will deliver to the addresses shown at checkout. Our standard delivery estimates are shown on the
product and checkout pages. By law, unless we agree otherwise, you must receive goods within 30
days of the contract unless another delivery period is agreed.
Risk of loss or damage passes to you when the goods are delivered. Title (ownership) passes to you
when we have received full payment
Right to Cancel (Distance Selling & Cooling-Off)
If you are a Consumer purchasing online you usually have a legal right to cancel the contract within 14
days of delivery and obtain a refund. To exercise this right you must inform us within 14 days. After
telling us, you then have 14 days to return the goods unless an exception applies. We will refund within
the statutory period.
Exceptions. The 14-day cancellation right does not always apply. It may not apply to perishable goods,
personalised items, or goods sealed for hygiene reasons once unsealed. Certain pet food and treats
that are perishable or sealed for hygiene may be excluded from the right to cancel. Where an item is
exempt we will state this clearly on the product page.
Returns, Refunds and Faulty Goods
If you cancel within your legal cooling-off period we will refund the cost of the goods (and standard
delivery) within 14 days of either receiving the goods back or receiving evidence that you have returned
them. We may withhold the refund until we have received the goods or proof of return.
If goods are faulty, not as described or unfit for purpose you have legal rights under the Consumer
Rights Act 2015. You may be entitled to repair, replacement, price reduction or a full refund depending
on the circumstances. If you report a fault within 30 days you may reject the goods for a full refund. We
will provide clear returns instructions for faulty goods.
If you return goods to us for reasons other than a fault (and the goods are not exempt from return),
you will be responsible for returning them unless we agree otherwise. Returned items must be unused,
in their original packaging and in a resalable condition when our returns policy applies.
Subscriptions and Recurrent Orders
If you sign up to an auto-reorder or subscription service, the terms of that service will be provided at
sign-up. You can cancel or change your subscription through your account or by contacting us before
the next renewal. Any charges and the renewal interval will be clearly shown at sign-up.
Product Information, Allergens and Feeding Advice
We aim to display accurate product information, ingredients and feeding guidance. Always check
packaging for up-to-date information and use the product as directed. If you have specific concerns
about allergens or dietary requirements for your pet, consult a veterinarian before use. We are not
responsible for adverse reactions where a product is used contrary to instructions.
Reviews and User Content
Customers may leave reviews on our site. We moderate reviews for relevance and to avoid abusive or
illegal content. We do not permit fake or incentivised reviews that mislead customers. You must not
post material that infringes another person’s rights.
Limitation of Liability
We provide goods and services with reasonable care. Our liability to consumers for death or personal
injury resulting from our negligence cannot be excluded. Subject to that, and to the extent permitted
by law, our liability for direct loss caused by our negligence is limited to the price paid for the goods or
services. We are not liable for indirect or consequential loss.
We do not exclude or limit liability for breach of obligations arising under the Consumer Rights Act 2015.
Pricing Transparency and Fees
We show total prices, including VAT and any unavoidable fees, at checkout. You will not be charged
hidden or sneaky fees. The law requires transparent pricing and truthful display of fees.
Intellectual Property
All content on this website, including text, images, logos and product descriptions, is owned by or
licensed to Wilson’s Pet Supplies. You may not reproduce our content without written permission.
Data Protection, Privacy and Cookies
We process personal data to fulfil Orders and provide our services. We act as data controller for
personal data you send us. We handle personal data in line with UK data-protection law (UK GDPR and
the Data Protection Act). You have rights to access, correct, delete or restrict processing of your
personal data; you can exercise these rights by contacting us. For more information see our Privacy
Policy.
We use cookies and similar technologies. Our cookie policy explains how we use them and how to
change your preferences.
Direct Marketing
We will only send marketing communications where you have consented or where we have a lawful
basis. You can opt out at any time. We follow ICO guidance on direct marketing.
Third-Party Links and Services
We may link to third-party sites, marketplaces and suppliers. We are not responsible for their content or
practices. Any purchase from third parties is subject to their terms.
Changes to These Terms
We may update these Terms from time to time. We will publish the updated Terms on our website and
show the date of last revision. If a change is material we will also notify account holders by email.
Continued use of the site after changes means you accept the updated Terms.
Complaints and Dispute Resolution
If you have a complaint contact our Customer Service team using the contact details below. If we
cannot resolve a dispute we will advise you of your legal rights and any relevant alternative disputeresolution (ADR) options. Consumers in the UK may also use government or ombudsman services and
the EU/UK online dispute-resolution platforms where applicable.
Governing Law and Jurisdiction
These Terms are governed by the law of England and Wales (if you are in Scotland or Northern Ireland,
local jurisdiction rules may also apply). Any dispute will be subject to the exclusive jurisdiction of the
courts of England and Wales, except where local law provides otherwise.
