Terms & Conditions
These terms govern your use of our website and the sale of products to you. Please read them carefully before placing an order. By using our site or placing an order, you accept these terms.
1. About us
This website is operated by Poorly Pet Ltd. Our company details are at the end of these terms.
2. Using our website
You may use our website for lawful purposes only. You must not misuse the site, attempt to gain unauthorised access, or use it in any way that could damage or impair it. If you create an account, you are responsible for keeping your login details confidential.
3. Intellectual property
All content on this website — including text, images, logos, branding and design — is owned by or licensed to Poorly Pet Ltd and is protected by intellectual property laws. You may not reproduce or use it without our written permission.
4. Products and descriptions
We take care to describe and show our products accurately. However, images are illustrative and packaging may vary. We may correct any errors in product descriptions or pricing.
5. Price and payment
Prices are shown in pounds sterling (£) and include VAT where applicable. Delivery costs are shown at checkout. We make every effort to ensure prices are correct, but if we discover an error in the price of goods you have ordered, we will contact you to confirm whether you wish to proceed. Payment is taken at the point of order.
6. Your order and our contract
After placing an order you will receive an acknowledgement email. This confirms we have received your order but does not form a contract. A contract is formed only when we send you a dispatch confirmation. We may decline an order for reasons including stock availability or pricing errors.
7. Delivery
We aim to dispatch and deliver within the timescales set out in our Delivery & Shipping Policy. Risk in the goods passes to you on delivery.
8. Cancellation, returns and refunds
If you are a consumer, you have the right to cancel your order within 14 days under the Consumer Contracts Regulations 2013, and you have rights under the Consumer Rights Act 2015 if goods are faulty or not as described. Full details, including how to return items and exceptions for certain hygiene/perishable goods, are in our Returns & Refunds Policy.
9. Health disclaimer
Poorly Pet provides products and vet-informed guidance to support your dog’s wellbeing. Our content and products are not a substitute for professional veterinary diagnosis, advice or treatment. Always consult a qualified vet if your dog is unwell, in pain, or if you are unsure. Never disregard or delay seeking veterinary advice because of something you have read or bought from us.
10. Subscriptions
Where you sign up to a subscription, the order will recur at the frequency you select until cancelled. You can amend, pause or cancel your subscription at any time before the next billing date through your account or by contacting us.
11. Our liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any matter that cannot lawfully be excluded. Subject to that, we are not liable for losses that were not foreseeable, or for business losses, as we supply products for domestic and private use. Your statutory rights as a consumer are not affected.
12. Events outside our control
We are not liable for failure or delay in performing our obligations where this is caused by events outside our reasonable control.
13. Governing law
These terms are governed by the laws of England and Wales, and disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales.
14. Complaints and changes
If you have a complaint, please contact us and we will do our best to resolve it. We may update these terms from time to time; the version in force is the one published on this page.
Contact us
Questions about these terms? Contact us:
Poorly Pet Ltd
Registered in England & Wales — company number 17086223
Registered office: 4 Lomas Road, Sandbach, Cheshire, CW11 3EE, United Kingdom
Email: hello@poorly-pet.com
Website: www.poorly-pet.com