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    Terms and Conditions

    These Terms and Conditions apply to the use of www.mypetsdirect.co.uk and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below.

    Ordering and Payment

    After placing an order, MyPetsDirect Ltd will send an Order Confirmation via email to you. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to buy a product. All orders are subject to acceptance and we will confirm such acceptance by sending an email to you confirming our acceptance of your order and dispatch confirmation. The contract between us will be formed when we send you the Dispatch Email. The contract will relate only to those Products in the Dispatch Email.

    We cannot be obliged to supply any Pet Products which may have been part of your order but have not yet been confirmed by the Dispatch Email.

    All descriptions, photographs and advertising are solely to provide an idea of the products they describe. While we take every care with our descriptions, errors may occur, and are excluded from the contract if very minor. Images are for illustrative purposes only.

    Payment can be made by Credit or Debit Card, PayPal or Stripe. We cannot dispatch any Pet Products until we have cleared funds. If payment is made by Credit or Debit Card, we reserve the right to make delivery to the statement address of the cardholder.

    While we try and ensure all prices on our website are accurate, errors may very occasionally occur. If we do discover an error in the price of a Product ordered before dispatch, we will inform you as soon as possible and give the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If the order is cancelled under this clause and you have already paid for the Pets Product, you will receive a full refund. If the pricing error is obvious and could have reasonably been recognized as a mis-pricing, we will be under no obligation to provide the Product even after any dispatch confirmation.

    Your Consumer Rights

    You may cancel your purchase at any time within 30-days of receipt and we will give you a refund in accordance with our Returns Policy. Refer to our Returns Policy for further details. We recommend you follow our packaging guidelines and return via recorded delivery as we cannot be liable for goods damaged or lost in transit to us.


    No liability will be accepted by MyPetsDirect Ltd for failure to meet a stated delivery date, apart from the Guaranteed Next Day Delivery service which may apply, in which case our liability is limited to a refund of the carriage of the order.

    Please note that we only ship orders Monday to Friday. If you place an order after 4pm Friday, your order will be processed the following Monday (except in the case of a Bank Holiday). If a product is delivered to you in error and is not what you ordered, then you must contact Customer Services who will be able to assist you further.


    If within 12 months of being delivered, a defect in any Product is discovered which is directly due to faulty goods or workmanship, MyPetsDirect Ltd shall, at its option, repair or replace the Pet Product free of charge for labour and materials. If a Product is found to be faulty within 30-days, then you have the option to a refund for the faulty product. Prior authorization must be obtained for any returns by contacting MyPetsDirect Ltd Customer Services and obtaining an RMA number, which must be quoted in any correspondence. If any item is returned which is found not to be faulty by us, then a charge will be made for return carriage insurance and administration. This clause does not affect your statutory rights. Please see our Returns Policy for further information.

    Limitation of Liability

    We warrant to you that any Product purchased from us through our site is of satisfactory quality and reasonably fit for all the purposes for which products of that kind are commonly supplied. This warranty does not apply to any defect in the Product arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, if you use the Product in a way that we do not recommend, your failure to follow instructions, or any alterations or repair you carry out without our prior written approval. Our liability for losses you suffer as a result of us breaching this agreement is strictly limited to the purchase price of the Product you purchased. This does not include or limit in any way our liability.

    Uncontrollable Events and Delays

    In case of delays caused by circumstances beyond the control of MyPetsDirect Ltd or its suppliers, we shall have the right to either suspend delivery or to cancel the contract without liability. Examples of Uncontrollable Events are (by way of example and not limited to) natural disasters, flood, strike, lockout, riot, revolution, war, epidemic, pandemic, working difficulties, transportation difficulties, fire, and failure of suppliers or official regulations.

    Import Duty

    If you order Products from our site for delivery outside the UK, they may be subject to export/import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable for any breach by you of any such laws.

    Customer Obligations

    You are responsible for your own choice of Pet Products and the suitability for any particular purpose. You must ensure that any Products are compatible. Images are for illustration purposes only. Specifications are correct as per manufacturer information. You must provide reasonable courtesy information and co-operation to MyPetsDirect Ltd.

    Entire Agreement

    We will rely on these terms and conditions and any documents referred to in them in relation to any contract between us.


    If any part of these Terms and Conditions are found to be invalid or unenforceable by a court the rest are unaffected Contracts for the purchase of Products and any dispute or claim arising therefrom are subject to the jurisdiction of the courts of England and Wales.

    Updates to Terms & Conditions

    From time to time we may need to update these terms and conditions to reflect changes in legislation, the marketplace or company policy. The contract will be subject to those terms and conditions in force at the time of the formation of the contact – i.e. on the date of the Dispatch Email.