Terms & Conditions

Section 01

About Us & Acceptance of Terms

These Terms and Conditions govern your use of the Royal Pet Supplies website at rpsupplies.co.uk and any purchase you make from us. By placing an order or using our website, you agree to be bound by these terms.

We reserve the right to update these Terms and Conditions at any time. The version in force at the time of your order will apply to that transaction. Please check this page periodically for any updates.

Section 02

Our Contract With You

When you place an order on our website, you are making an offer to purchase goods from us. A contract between us is only formed once we send you an order confirmation by email.

We reserve the right to decline or cancel any order at our discretion — for example, if a product is out of stock, if there has been a pricing error, or if we are unable to verify payment. If we cancel your order, you will receive a full refund of any amount charged.

You must be at least 18 years of age to place an order. By completing a purchase, you confirm that you meet this requirement.

Section 03

Prices & Payment

All prices are displayed in pounds sterling (GBP) and are inclusive of VAT where applicable. Delivery charges are shown separately at checkout before you confirm your order.

We make every effort to ensure prices on our website are accurate. In the event of a pricing error, we will contact you before processing your order and give you the option to proceed at the correct price or cancel for a full refund.

• We accept PayPal, major credit and debit cards, and other payment methods shown at checkout
• Payment is taken at the time of placing your order
• Full card details are never stored by us — payment processing is handled securely by our payment providers, including Stripe and PayPal
• All transactions are encrypted and processed in accordance with PCI DSS standards

Section 04

Delivery

Standard GB delivery from £3.99 applies to eligible parcels up to and including 2kg. Delivery is calculated for the products, quantities, parcel size and delivery postcode. Separate rates apply to the Highlands, islands and Northern Ireland. Charges for multiple parcels are added together. Light & Large / oversized delivery is unavailable, and products needing that service cannot be ordered. Individual items over 20kg, island orders totalling 20kg or more, and all Republic of Ireland deliveries require an email quote before payment. Where a suitable standard parcel service is available, we will confirm the full delivered price and estimated delivery time for quoted orders. Free local delivery is available on eligible orders of £35 or more after discounts, including any product tax and excluding delivery and fees, to G71, G69, G72, ML3, ML4, ML5, G74 and G75. Enter your full UK delivery postcode and select free local delivery at checkout. Existing quote-only, oversized-item and product restrictions still apply. Other destinations and below-threshold orders use the applicable standard delivery charges. Please see our Shipping Information page for current prices, postcode areas and estimates.

• We deliver throughout the United Kingdom, including Northern Ireland, and the Republic of Ireland
• Estimated delivery times are provided in good faith but are not guaranteed
• Risk in the goods passes to you upon delivery
• If your order does not arrive within the estimated timeframe, please contact us and we will investigate with our delivery partner

Section 05

Returns & Refunds

We want you to be completely satisfied with your purchase. Full details of our returns process are set out in our Returns & Refunds Policy. The key terms are summarised here:

• Our voluntary returns policy accepts unused goods in their original condition within 30 days of receipt for a replacement or refund. It is additional to your statutory rights
• For eligible online purchases, you can tell us you wish to cancel within 14 days after receiving the goods, then send them back within a further 14 days. You may inspect goods as you would in a shop. For a qualifying cancellation of the whole order, we refund the standard outward delivery charge; any premium-delivery supplement is not refundable. You pay direct return postage for a change of mind where we informed you of this before purchase. Statutory exceptions can apply, including goods liable to deteriorate rapidly and sealed goods unsuitable for return for health or hygiene reasons once unsealed. Faulty or misdescribed goods retain their separate statutory protection.
• For statutory cancellations, refunds are due without undue delay and within 14 days of your cancellation notice. Unless we have offered to collect, we may wait until we receive the goods or evidence that you sent them back, whichever comes first. We aim to process other eligible returns within 7 days of receiving them. Refunds use the original payment method unless you agree otherwise, without a refund fee.
• We cover reasonable return costs for faulty or misdescribed goods. Contact us so we can arrange a suitable return or collection.
• Please tell us about transit damage or missing items as soon as possible, ideally within 48 hours, and send photographs if available. This helps our investigation; reporting later does not remove your statutory rights.

To initiate a return or report a problem, please contact us using the details in Section 12.

Section 06

Your Consumer Rights

Nothing in these Terms and Conditions affects your statutory rights as a consumer under UK law. Your key rights include:

• Goods must be of satisfactory quality, fit for purpose and as described — under the Consumer Rights Act 2015
• Under the Consumer Contracts Regulations 2013, you have the right to cancel a distance contract within 14 days of receiving your goods without giving a reason (a “cooling-off period”)
• If goods are faulty, you are entitled to a repair, replacement or refund

Section 07

Products & Descriptions

We take care to ensure that product descriptions, images and specifications on our website are accurate. However, slight variations in colour, size or packaging may occur due to screen settings or supplier changes, and do not constitute a defect.

• Product images are for illustrative purposes and may not reflect the exact item received
• We reserve the right to substitute products of equivalent specification where a specific item is unavailable, and will notify you before despatch
• Some products may be subject to age restrictions or specific usage guidance — please read all product information carefully before purchase
• Always follow manufacturer guidelines when using pet care products

Section 08

Limitation of Liability

To the fullest extent permitted by law, Royal Pet Supplies shall not be liable for any indirect, incidental or consequential losses arising from your use of our website or products.

Our total liability to you in connection with any order shall not exceed the total price paid by you for the goods in that order.

We do not exclude or limit liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable UK law.

Section 09

Intellectual Property

All content on this website — including text, images, logos, graphics and design — is the property of Royal Pet Supplies or our licensors and is protected by UK and international copyright law.

• You may not reproduce, distribute or use any content from this website without our prior written permission
• You may view and print pages for your personal, non-commercial use only
• Any unauthorised use of our content may give rise to a claim for damages

Section 10

Privacy & Cookies

Your use of our website and the personal data you provide when placing an order are governed by our Privacy Policy, which forms part of these Terms and Conditions.

We are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We use cookies to improve your experience on our site — see our Privacy Policy for full details.

Section 11

Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any dispute arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Section 12

Contact Us

If you have any questions about these Terms and Conditions, your order, or any aspect of our service, please get in touch — we are always happy to help.