Terms of service

1. Who we are

The website ardentpets.co.uk is run under the trading name ArdentPets. You can reach us by email at support@ardentpets.co.uk.

2. What these terms cover

These terms of sale apply to purchases made on ardentpets.co.uk by customers in the United Kingdom who are buying as consumers. They do not affect your statutory rights. Please take a moment to read them before you place an order.

3. What we sell

We sell equipment, accessories and supplies for pets. We do not sell live animals, including fish, and we do not sell medicines.

4. Product information

We take care to describe each item accurately, using the measurements and materials supplied by its manufacturer. Photographs are a guide, and screens can show colours slightly differently. Before ordering, check that the dimensions, weight range and age guidance suit your pet, and ask us if anything is unclear.

5. Prices and payment

Every price on the site is shown in pounds sterling (GBP), and we charge nothing for UK delivery. Payment is taken at checkout. If an item is listed at a price that is clearly wrong, we will get in touch before dispatching it, and you can choose to pay the correct price or cancel for a full refund.

6. How the contract is formed

When you place an order you receive an email confirming that it has reached us; that email is not yet our acceptance. Our contract with you begins when we email to say your order has been dispatched. Occasionally we may be unable to accept an order, for instance if an item is no longer available or a payment cannot be verified. If that happens, anything you have paid is refunded in full.

7. Delivery

Delivery times and arrangements are set out in our delivery policy. The goods become your responsibility once they have been delivered to the address you gave us, or to someone you have nominated to receive them.

8. Your right to cancel and our returns promise

Under the Consumer Contracts Regulations 2013 you may cancel within 14 days of receiving your goods without giving a reason, apart from the exceptions those regulations allow for sealed hygiene goods and perishable items once opened. On top of that, anything unused may be sent back free of charge within 30 days. Our returns policy explains how both work.

9. If something is wrong with your order

The Consumer Rights Act 2015 applies to every purchase: every item must be of satisfactory quality, suitable for its purpose and true to its description. Please tell us about any problem by email, with a photo where possible.

10. Using products safely

Please follow the manufacturer’s instructions and size guidance, introduce new items gradually and keep an eye on your pet when they first use a toy, bed or piece of equipment. The guides in The ArdentPets Journal are general information for pet owners. They are not veterinary advice, and any question about your pet’s health should go to a vet.

11. Our responsibility to you

If we do not comply with these terms, we are liable for loss or damage you experience that could reasonably have been foreseen as a consequence of our failure, or of our not taking reasonable care and skill. Nothing in these terms limits or excludes our liability where it would be unlawful to do so: that includes liability if our negligence causes death or personal injury, liability for fraud or fraudulent misrepresentation, and liability for breaching your statutory rights. We supply goods for domestic and private use only, so we are not responsible for any loss of profit or business opportunity.

12. Personal data

How we handle your information is explained in our privacy policy.

13. Complaints

If something has not gone as it should, please email us first. Replies go out within one working day on weekdays, and we would welcome the chance to put things right.

14. Governing law

These terms are subject to English law (the law of England and Wales), and disputes may be heard by the courts of England and Wales. Customers resident in Scotland or Northern Ireland may also bring a claim in their local courts.