Terms of service

Last updated: 21 September 2026

Welcome to Petslivy.

These Terms of Service govern your use of the Petslivy website and any purchases made through our online store.

By accessing our website, browsing our products, or placing an order with us, you agree to these Terms of Service. Please read them carefully before using our website or making a purchase.

Nothing in these Terms is intended to limit or exclude any statutory rights you have under applicable UK consumer law.

1. About Petslivy

Petslivy is an online pet products store offering products and accessories designed for pets and pet owners.

Throughout these Terms:

  • “Petslivy”, “we”, “us” and “our” refer to Petslivy.

  • “You” and “your” refer to the customer, purchaser, or visitor using our website.

  • “Website” refers to the Petslivy online store and associated webpages.

2. Using our website

You may use our website only for lawful purposes.

You must not:

  • Use the website for fraudulent, unlawful, or abusive purposes

  • Attempt to gain unauthorised access to our website, servers, accounts, or systems

  • Introduce viruses, malicious code, or other harmful technology

  • Interfere with the security, availability, or operation of the website

  • Use automated systems to misuse or disrupt the website

  • Provide false, fraudulent, or misleading information when placing an order

  • Copy, reproduce, distribute, or commercially exploit our website content without permission

  • Use our website in a way that infringes the rights of another person or organisation

We may restrict or suspend access to the website where reasonably necessary to protect our customers, systems, business, or legal rights.

3. Products and product information

We make reasonable efforts to ensure that product descriptions, images, specifications, features, dimensions, prices, and other information displayed on our website are accurate.

However:

  • Product colours may appear slightly different depending on your device or screen settings

  • Packaging may occasionally differ from images shown

  • Minor product variations may occur where they do not materially affect the product

  • Product availability may change without notice

We may correct genuine errors or update product information where necessary.

Goods supplied to UK consumers must comply with applicable consumer law, including requirements relating to satisfactory quality, fitness for purpose, and correspondence with their description.

Nothing in these Terms affects those rights.

4. Pet product use and safety

Products purchased from Petslivy should be used only for their intended purpose and in accordance with any instructions, warnings, sizing information, or safety guidance supplied with the product.

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

Where appropriate, pets should be supervised while using products.

You should discontinue use of a product if it becomes damaged, presents a potential safety risk, or causes an unexpected adverse reaction.

Information provided on our website about pets, grooming, comfort, behaviour, or general wellbeing is provided for general informational purposes and is not a substitute for professional veterinary advice.

If you have concerns about your pet's health or wellbeing, you should seek advice from a qualified veterinary professional.

Nothing in this section excludes or limits liability that cannot lawfully be excluded.

5. Prices

Product prices are displayed on our website before you place an order.

The total amount payable, including applicable delivery charges and taxes where required, will be shown before you complete your purchase.

We may change product prices from time to time. Any price change will not affect an order that has already been accepted, except where there has been an obvious and genuine pricing error and applicable law allows us to correct it.

If we discover a pricing error relating to an order, we may contact you before processing the order to explain the situation and provide appropriate options.

6. Payments

Payment must be successfully authorised before an order can be processed unless otherwise expressly stated.

You agree to provide accurate and complete billing and payment information.

Payments may be processed by third-party payment providers made available through our website.

We do not guarantee that every payment method will always be available.

A payment may be declined or delayed by your bank, card provider, payment service provider, fraud prevention system, or other payment intermediary.

We reserve the right to refuse or cancel transactions where we reasonably suspect fraud, unauthorised use, or another legitimate payment or security concern.

7. Placing an order

When you place an order through Petslivy, you are making an offer to purchase the selected products.

After submitting your order, you should receive an order confirmation.

An order confirmation acknowledges that we have received your order but does not necessarily mean that your order has been dispatched.

We may contact you if additional information is reasonably required to process your order.

We may refuse or cancel an order where reasonably necessary, including where:

  • A product is unavailable

  • Payment cannot be authorised or verified

  • There is an obvious pricing or product information error

  • We reasonably suspect fraudulent activity

  • We cannot deliver to the address provided

  • The order breaches these Terms or applicable law

If we cancel an order after payment has been taken, any amount due back to you will be refunded using an appropriate payment method.

8. Order information

You are responsible for ensuring that information supplied when placing an order is accurate and complete.

This includes your:

  • Name

  • Billing details

  • Delivery address

  • Postcode

  • Contact details

  • Product selections

  • Product quantities

If you identify an error after placing your order, please contact our customer support team as soon as possible.

We will make reasonable efforts to correct the information before dispatch, but changes cannot always be guaranteed once an order has entered fulfilment.

9. Shipping and delivery

Shipping and delivery arrangements are explained in our Shipping Policy, which forms part of the information applicable to your purchase.

Delivery times displayed on our website are estimates unless expressly stated otherwise.

Delays may occasionally occur because of circumstances outside our reasonable control, including courier disruption, weather conditions, transport issues, public holidays, or unusually high order volumes.

We will take reasonable steps to fulfil orders within the delivery timeframe communicated to you.

Where UK consumer law provides specific rights relating to delayed or failed delivery, those rights will apply.

10. Returns, cancellations and refunds

Returns, cancellations, exchanges, and refunds are governed by our Refund Policy.

For most qualifying goods purchased online, UK consumers generally have a statutory right to cancel within the applicable cancellation period, subject to legal exceptions.

Additional rights apply where products are faulty, defective, damaged, incorrect, or not as described.

Please review our Refund Policy before making a purchase.

Nothing in these Terms or our Refund Policy is intended to remove or restrict statutory consumer rights.

11. Faulty, damaged or incorrect products

If you receive an item that is faulty, damaged, defective, incorrect, or not as described, please contact our customer support team.

Depending on the circumstances and applicable UK consumer law, you may be entitled to an appropriate remedy such as:

  • A repair

  • A replacement

  • A price reduction

  • A refund

The remedy available will depend on the circumstances and your applicable statutory rights.

We do not exclude or restrict legal rights relating to faulty or misdescribed goods.

12. Promotions and discount codes

Petslivy may occasionally offer:

  • Discount codes

  • Promotional prices

  • Special offers

  • Product bundles

  • Limited-time promotions

Promotions may be subject to additional conditions displayed at the time of the offer.

Unless otherwise stated:

  • Promotional codes must be used within the stated promotional period

  • Discount codes have no cash value

  • Discount codes cannot normally be exchanged for cash

  • Certain products may be excluded

  • Promotions may be subject to stock availability

  • Some promotions may not be used together

  • A promotional code must normally be applied before completing checkout

Any significant conditions relating to a promotion will be communicated clearly.

We will not use promotional conditions to remove statutory consumer rights.

13. Product availability

All products are subject to availability.

Adding an item to your shopping basket does not reserve the product.

Occasionally, a product may become unavailable after an order has been submitted.

If we cannot supply an ordered product, we will take reasonable steps to inform you and, where payment has already been collected, provide an appropriate refund.

14. Intellectual property

Unless otherwise stated, content appearing on the Petslivy website is owned by, licensed to, or lawfully used by Petslivy.

This may include:

  • Petslivy branding

  • Logos

  • Website text

  • Product descriptions

  • Images

  • Photography

  • Videos

  • Graphics

  • Illustrations

  • Website layouts and designs

  • Marketing materials

You may view and use our website for normal personal shopping purposes.

You must not reproduce, modify, republish, sell, distribute, commercially exploit, or systematically extract our protected content without permission or another lawful basis.

Third-party trademarks, product names, and other intellectual property remain the property of their respective owners.

15. Reviews and user-submitted content

Where our website allows you to submit reviews, comments, photographs, or other content, you are responsible for ensuring that the content you provide is lawful and does not infringe another person's rights.

You must not submit content that is:

  • Fraudulent or deliberately misleading

  • Unlawful

  • Abusive or threatening

  • Defamatory

  • Infringing of intellectual property rights

  • Malicious or harmful

  • Unrelated spam or advertising

We may moderate or remove user-submitted content where reasonably necessary.

Submitting a review does not prevent you from expressing genuine positive or negative experiences with our products or service.

16. Website availability

We aim to keep the Petslivy website accessible and operating correctly.

However, we cannot guarantee uninterrupted or error-free access at all times.

The website may occasionally be unavailable because of:

  • Maintenance

  • Software updates

  • Hosting problems

  • Security incidents

  • Technical faults

  • Third-party service disruption

  • Circumstances outside our reasonable control

We may temporarily modify, suspend, or restrict parts of the website where reasonably necessary.

17. Third-party services and links

Our website may use or link to third-party services, including payment providers, delivery companies, review platforms, social networks, and other external websites.

Third-party websites and services operate independently from Petslivy and may have their own terms, privacy policies, and practices.

A link to another website does not necessarily mean that we endorse everything available on that website.

We are not responsible for third-party websites to the extent that responsibility does not arise under applicable law.

18. Privacy and personal information

Your personal information will be handled in accordance with our Privacy Policy and applicable data protection requirements.

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

19. Limitation of liability

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

In particular, nothing in these Terms is intended to exclude or restrict responsibility for:

  • Death or personal injury caused by negligence where liability cannot lawfully be excluded

  • Fraud or fraudulent misrepresentation

  • Faulty goods where statutory responsibility cannot be excluded

  • Goods that are not as described

  • Any other liability or consumer right that cannot legally be excluded or limited

To the extent permitted by law, we are not responsible for losses that were not reasonably foreseeable when the relevant contract was entered into.

If you are purchasing products as a consumer, these Terms do not remove protections available to you under UK consumer law.

20. Events outside our reasonable control

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

Examples may include:

  • Severe weather

  • Natural disasters

  • Transport disruption

  • Courier disruption

  • Industrial action

  • Internet or communications failures

  • Government restrictions

  • Serious supply chain disruption

Where such an event materially affects your order, we will take reasonable steps to minimise the impact and communicate with you where appropriate.

Your statutory rights relating to delivery and cancellation remain unaffected.

21. Changes to these Terms

We may update these Terms of Service from time to time to reflect:

  • Changes to our business

  • Changes to our website or products

  • Changes to applicable law

  • Security requirements

  • Operational changes

The latest version will be published on this page together with an updated revision date.

The Terms applicable to an order will generally be those in effect when that order was placed, subject to applicable law.

22. Severability

If any part of these Terms is found by a court or competent authority to be invalid, unlawful, or unenforceable, the remaining provisions will continue to apply where legally possible.

23. No waiver

If we do not immediately enforce a right under these Terms, this does not necessarily mean that we have waived that right.

Any rights available to you under applicable consumer law are unaffected.

24. Governing law

These Terms are governed by applicable UK law and, where applicable, the laws of England and Wales.

If you are a consumer residing elsewhere in the United Kingdom, nothing in these Terms is intended to deprive you of any mandatory legal protections or rights available to you in your place of residence.

25. Your statutory rights

Nothing in these Terms is intended to exclude, restrict, or reduce any statutory consumer rights that cannot legally be excluded.

UK consumers have legal protections relating to matters including:

  • Product quality

  • Products being as described

  • Fitness for purpose

  • Online cancellation rights

  • Faulty goods

  • Delivery

  • Refunds and other remedies

Where these Terms conflict with a mandatory statutory consumer right, the statutory right will apply.

26. Contact us

If you have questions about these Terms of Service, an order, or your use of the Petslivy website, please contact:

Petslivy
Email: petslivy@gmail.com