Our terms & conditions.
By using our site and shopping with us, you agree to these terms. Read them carefully. If you don't agree, please don't use our service.
About Us
Poorly Pet Ltd (trading as Poorly Pet)
Company number: 17086223
Registered office: 4 Lomas Road, Sandbach, United Kingdom, CW11 3EE
Email: hello@poorly-pet.com
What These Terms Cover
These terms and conditions apply to:
- Visiting and using our website (poorly-pet.com)
- Purchasing products from us
- All communications with us
They don't cover other websites we link to. Check their terms if you follow external links.
Your Use of Our Site
Who Can Use Our Site?
You can use our site if you:
- Are at least 18 years old (or have parental consent)
- Are in the UK
- Agree to these terms
- Comply with all applicable laws
What You Can't Do
You must not:
- Copy, republish, or distribute our content without permission
- Use our site for illegal purposes
- Hack, damage, or disrupt our systems
- Scrape or automate access to our site
- Harass staff or other customers
- Impersonate someone else
We reserve the right to suspend or ban users who breach these rules.
Product Information
Accuracy
We do our best to ensure product information is accurate. However, we don't guarantee that descriptions, images, prices, or availability are completely error-free. If you spot a mistake, let us know.
Stock & Availability
We don't guarantee products are in stock. If an item is unavailable after you order, we'll notify you within 48 hours and offer a full refund or alternative.
Prices
Prices are shown in pounds sterling (GBP). They include VAT but not delivery costs (unless stated). We reserve the right to change prices, but orders confirmed before a price change will be honoured.
Third-Party Products
Some products are made by suppliers and listed on our site. We're responsible for the sale, but the supplier is responsible for manufacturing quality. If there's a defect, we'll coordinate with them on your behalf.
Ordering & Payment
How Orders Work
When you place an order, you're making an offer to buy. We'll confirm acceptance via email. The contract forms when we send confirmation, not when you click "submit".
Payment
Payment must be made before your order ships. We accept credit cards, debit cards, PayPal, and other methods shown at checkout. Payment is secure and encrypted.
We don't store card details. Payment is processed by secure third-party providers.
Failed Payment
If payment fails, your order won't be processed. Check your card details or try a different payment method. You may be charged by your bank for declined transactions.
Shipping & Delivery
For full shipping details, see our Shipping Policy.
We're not responsible for delays caused by:
- Carrier issues or strikes
- Customs or border delays (for custom-made items)
- Weather or natural disasters
- Government restrictions
We'll keep you updated on your delivery status via email and tracking information.
Returns & Refunds
For detailed return and refund terms, see our Returns & Refunds Policy.
You have 14 days from receipt to return unused items. Custom-made products cannot be returned except if faulty or damaged.
Intellectual Property
Our Content
All content on our site (text, images, logos, design) is owned by Poorly Pet or our suppliers. You can view and use it for personal use, but you can't:
- Copy, republish, or sell our content
- Use our trademarks or logo without permission
- Create derivative works from our content
Your Content
If you submit reviews, feedback, or photos, you give us permission to use them on our site and in marketing (with or without your name). We'll respect your privacy regarding personal information.
Limitation of Liability
What We're Responsible For
We're liable for:
- Defective products (within reasonable time)
- Delivery issues we caused
- Payment processing errors
- Breach of these terms
What We're NOT Responsible For
We're not liable for:
- Products used incorrectly or without veterinary advice
- Injury or loss to pets caused by our products
- Site downtime or data loss (we do our best to prevent this)
- Indirect losses (lost profits, lost business)
- Third-party content or services we link to
Always Consult a Vet
Our products and guides are not a substitute for veterinary advice. Always consult your vet before starting new treatments, especially for medical products.
Warranties & Disclaimers
As Is, Where Is
Our site is provided "as is". We don't guarantee it will be error-free, uninterrupted, or secure. While we do our best, we can't promise 100% uptime.
Product Warranties
Some products come with manufacturer warranties. We'll pass these on to you. For warranty claims, contact us with proof of purchase.
No Medical Claims
We're not veterinarians. Nothing on our site is medical advice. Always consult a vet before using medical products or if your pet has health concerns.
Privacy & Data
See our Privacy Policy for how we handle your data. By using our site, you agree to that policy.
Suspension & Termination
We may suspend or terminate your access if you:
- Breach these terms
- Engage in fraud or illegal activity
- Harass staff or customers
- Repeatedly fail to pay
We'll give notice where possible, but may suspend access immediately in serious cases. You can appeal via email.
Governing Law & Disputes
Which Law Applies?
These terms are governed by English law. Both you and we submit to the exclusive jurisdiction of English courts.
Complaints & Disputes
If there's a problem:
- Contact us first: Email hello@poorly-pet.com with details
- We'll respond: Within 5 working days
- Escalation: If we can't resolve it, you can use alternative dispute resolution or take legal action
Changes to These Terms
We may update these terms occasionally. Changes apply to new orders immediately and to existing customers within 30 days (we'll notify you). Continued use means you accept the new terms.
Contact Us
Questions about these terms or our service?
Email: hello@poorly-pet.com
Address: 4 Lomas Road, Sandbach, United Kingdom, CW11 3EE
Response time: Within 24 hours