Terms of service

✅ TERMS & CONDITIONS

Chiltern Pet Products

Last updated: [20.02.2026]

Please read these Terms and Conditions carefully as they form the basis of the contract between Chiltern Pet Products (“we”, “us”) and the customer (“you”).

By using our website or placing an order, you agree to these Terms.

1. About Us

This website is owned and operated by:

Chiltern Pet Products
Belfry House, Bell Lane
Hertford, Hertfordshire
SG14 1BP

Email: sales@chilternpetproducts.co.uk
Telephone: 07771 305013

2. Changes to These Terms

We reserve the right to update these Terms from time to time.
The version in force will always be published on our website.

3. Ordering & Contract Formation

When you place an order, you will receive an email confirming receipt.

Your order is an offer to purchase goods.
A contract is formed only when we email you confirming dispatch (“Order Completed Email”).

Any items not confirmed as dispatched do not form part of that contract.

4. Website Information & Availability

We aim to ensure that all product descriptions and information are accurate. However:

  • specifications may change

  • products may be seasonal

  • availability is not guaranteed

We reserve the right to discontinue products at any time.

5. Pricing & VAT

All prices are shown in GBP (£) and include VAT at the current UK rate where applicable.

Prices are correct at the time of ordering.

If prices change after your purchase, you will pay the price confirmed at checkout.

6. Payment

We accept:

  • Debit/Credit Cards

  • PayPal

Payment must clear before goods are dispatched.

At events and stalls we also accept:

  • Apple Pay

  • Cash

7. Delivery

Free delivery is available on standard orders over £35.

We currently deliver only within mainland UK.

Delivery charges for orders under £35 are shown at checkout.

Delivery times are estimates and delays caused by postal services are outside our control.

8. Returns, Refunds & Cancellation Rights

Faulty or Incorrect Goods

Under the Consumer Rights Act 2015, goods must be:

  • as described

  • of satisfactory quality

  • fit for purpose

If your order arrives faulty, damaged or incorrect, please contact us immediately.

We will offer a replacement or full refund, including delivery and reasonable return postage costs.

Change of Mind Cancellation (14 Days)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods, for any reason.

To cancel, you must notify us within 14 days by emailing:

sales@chilternpetproducts.co.uk

You then have a further 14 days to return the goods.

Refunds will be processed within 14 days of receiving the returned goods (or proof of return).

We will refund the cost of goods and standard delivery charges.

Return postage costs for change-of-mind returns are the responsibility of the customer.

Hygiene & Safety Exception

Due to hygiene and food safety reasons, we cannot accept returns of edible pet products that have been opened or unsealed after delivery, unless they are faulty or incorrect.

9. Liability

Our total liability for any claim shall not exceed the value of the products supplied.

Nothing in these Terms limits liability for:

  • death or injury caused by negligence

  • fraud

  • any rights that cannot be excluded under UK law

These Terms do not affect your statutory rights.

10. Intellectual Property

All website content, including text, images and logos, remains the property of Chiltern Pet Products.

Photographs are copyright of:

  • David Francis (products)

  • Tillie Cannadine (dogs)

  • Chiltern Pet Products

No content may be used without written permission.

11. Website Misuse & Viruses

You must not misuse our website by introducing harmful material or attempting unauthorised access.

We are not liable for damage caused by viruses or harmful material due to your use of our site.

12. Data Protection & Privacy

We process personal data in accordance with UK GDPR.

Please refer to our Privacy Policy and Cookies Notice for full details.

13. Offers & Promotions

Promotions are subject to availability and may be withdrawn at any time.

Where we cannot fulfil an order, you will be refunded for unavailable products.

14. Customer Reviews

We welcome reviews. Offensive or inappropriate reviews will not be published.

We may respond where necessary.

15. Complaints & Dispute Resolution

If you have a complaint, please contact us at:

sales@chilternpetproducts.co.uk

We are not obliged to participate in Alternative Dispute Resolution (ADR), but consumers may access the EU Online Dispute Resolution platform where applicable.

16. Governing Law

These Terms are governed by the laws of England and Wales.
Disputes are subject to the jurisdiction of English and Welsh courts.