Terms of Sale

Last Updated: 24 August 2026

1. Introduction

These Terms of Sale apply to purchases made from Pets Tails through petstails.co.uk.

They explain the terms that apply when you place an order with us, including how orders are accepted, how payments are handled, delivery arrangements, cancellation and return rights, faulty products, refunds, and other important conditions relating to the sale of our products.

Please read these Terms of Sale carefully before placing an order.

By submitting an order, you agree that your purchase will be subject to these Terms of Sale together with any additional information provided during checkout.

Nothing in these Terms is intended to exclude, restrict, or reduce any statutory rights available to consumers under applicable UK law.

2. About Pets Tails

Products sold through petstails.co.uk are supplied by:

Trading Name / Store Name: Pets Tails
Business Owner: MATT EDRIAN ABAUAG
Business Type: Individual
Business Address: 258 London Rd, Stoke-on-Trent ST4 5RH, United Kingdom
Phone: +44 178 274 5186
Email: contact@petstails.co.uk
Website: petstails.co.uk

Opening Hours:
Monday to Saturday: 10:00 AM – 4:00 PM
Sunday: Closed

Pets Tails is the trading name used by MATT EDRIAN ABAUAG for the operation of this business.

References in these Terms to “Pets Tails,” “we,” “us,” or “our” mean the seller identified above.

References to “you,” “your,” or “customer” mean the person placing an order with us.

3. Scope of These Terms

These Terms of Sale apply primarily to retail purchases made by consumers through petstails.co.uk.

A consumer is generally an individual purchasing products wholly or mainly for purposes outside their trade, business, craft, or profession.

If you intend to purchase products primarily for commercial, resale, or other business purposes, different terms may apply.

These Terms should be read together with our:

Terms of Service
Returns & Refund Policy
Shipping & Delivery Policy
Payment & Billing Policy
Billing Terms & Conditions
Privacy Policy
Cookie Policy

4. Product Listings and Invitation to Purchase

Products displayed on petstails.co.uk are generally presented as an invitation for customers to place an order.

Displaying a product on our website does not, by itself, mean that Pets Tails is legally required to accept every order for that product.

When you submit an order, you are making an offer to purchase the products selected in accordance with:

These Terms of Sale
The product information shown on the website
The price displayed during checkout
The delivery option selected
Other applicable terms presented before the order is submitted

5. Placing an Order

To place an order, you will normally be required to:

Select the product or products you wish to purchase.
Add them to your shopping basket.
Review the products and quantities selected.
Provide the required delivery and billing information.
Select an available delivery method.
Select an available payment method.
Review the total amount payable.
Correct any available errors before submitting the order.
Complete the checkout process using a button or function that clearly indicates that the order involves an obligation to pay.

You are responsible for reviewing your order carefully before submitting it.

6. Order Acknowledgement

After you submit an order, you may receive an automated email or other message acknowledging that Pets Tails has received your order.

An order acknowledgement does not necessarily mean that we have accepted your order.

It confirms only that your order request has been received unless the communication expressly states that the order has been accepted.

7. Order Acceptance and Formation of the Contract

A legally binding sales contract will generally be formed when Pets Tails expressly confirms acceptance of your order or dispatches the relevant products, unless we clearly communicate another point of acceptance during the ordering process.

Before accepting an order, we may verify:

Product availability
Payment authorisation
Delivery information
Pricing
Order quantities
Fraud or security concerns
Other information reasonably required to fulfil the order

Once the order has been accepted, Pets Tails will be responsible for fulfilling the sales contract in accordance with these Terms and applicable law.

8. When We May Decline an Order

Before an order has been accepted, we may decline or cancel it for reasonable reasons including:

A product being unavailable
Payment being declined or not authorised
An obvious pricing or product-information error
Delivery being unavailable to the address supplied
Reasonable evidence of fraud or unauthorised payment activity
Unusually large quantities inconsistent with ordinary retail purchasing
A legal restriction preventing us from supplying the product
An inability to fulfil the order because of circumstances outside our reasonable control

If payment has already been collected for an order that we do not accept, any amount due back to you will be refunded.

Once a binding sales contract has been formed, Pets Tails will not cancel it arbitrarily.

9. Product Availability

All products are subject to availability.

Stock information displayed online may change between the time you view a product and the time your order is processed.

If a product becomes unavailable after you place an order, we may:

Inform you that the product is unavailable;
Offer an alternative product with your agreement;
Cancel the unavailable item or affected order; and
Refund any amount paid for products we cannot supply.

We will not substitute a materially different product without your agreement.

10. Product Descriptions

We make reasonable efforts to ensure that product descriptions, specifications, photographs, dimensions, prices, and other information are accurate.

However, minor variations can occur because of factors including:

Screen or device settings
Photography and lighting
Packaging updates
Manufacturer changes
Minor production variations

Product images may therefore be illustrative where minor differences do not change the essential characteristics of the product.

Nothing in this section reduces your statutory right to receive goods that conform to the contract and meet applicable requirements concerning quality, fitness for purpose, and description.

11. Prices

Unless clearly stated otherwise, prices displayed on petstails.co.uk are in:

British Pounds Sterling (GBP / £)

The total amount payable will be displayed during checkout before you submit the order.

Where applicable, the total may include:

Product price
Delivery charges
Other mandatory charges that legally apply

We aim to present pricing information clearly and transparently.

Mandatory charges will not intentionally be concealed and introduced only after you have committed to purchasing the products.

12. Pricing Errors

Despite reasonable care, occasional pricing errors may occur.

If we identify an obvious pricing error before accepting your order, we may contact you and provide the correct price.

You may then choose whether to:

Continue with the purchase at the correct price; or
Cancel the affected order.

We will not automatically charge you a higher corrected price without informing you.

If you do not wish to proceed, any payment due back to you will be refunded.

13. Promotions and Discount Codes

Pets Tails may occasionally offer:

Discount codes
Promotional prices
Limited-time offers
Product promotions
Other special offers

Additional conditions may apply to a particular promotion and will be communicated where relevant.

Unless otherwise stated:

Promotional offers cannot necessarily be combined;
Discount codes have no cash value;
Promotions may apply only to specified products or periods; and
A promotion may end when the stated period expires or available promotional stock is exhausted.

Nothing in a promotion reduces your statutory rights.

14. Payment Methods

Payment methods available through Pets Tails may include, subject to availability during checkout:

American Express
Apple Pay
Diners Club
Discover
Google Pay
Klarna
Maestro
Mastercard
Shop Pay
UnionPay
Visa

The payment methods actually displayed at checkout determine which options are available for your transaction.

Some payment methods may be subject to eligibility requirements or the independent terms of the relevant provider.

15. Klarna

Where Klarna is available, customers may be offered eligible payment or credit options provided by Klarna.

Klarna independently determines eligibility and approval for its services.

Klarna transactions may be subject to:

Klarna's terms and conditions
Eligibility requirements
Identity checks
Credit or affordability assessments where applicable
Klarna's privacy practices
Other requirements applicable to the selected product

Pets Tails does not independently make Klarna credit-approval decisions.

You should review the information supplied by Klarna before selecting a Klarna payment option.

16. Payment Authorisation

When you submit an order, payment may be subject to verification and authorisation by your bank, card issuer, digital wallet, Klarna, or another payment provider.

An order may not be processed if payment:

Is declined
Cannot be authorised
Fails authentication
Is cancelled or reversed
Is identified as potentially fraudulent
Cannot otherwise be successfully processed

Where appropriate, you may be given an opportunity to use another available payment method.

17. Payment Security

Payments are processed using trusted third-party payment service providers.

Full payment card information is generally handled directly by the relevant payment processor rather than stored directly by Pets Tails.

Pets Tails may receive limited transaction information necessary to administer your purchase, such as:

Payment status
Transaction references
Payment method
Masked card information
Billing information
Fraud-prevention information

For information about how personal information is handled, please review our Privacy Policy.

18. Optional Additional Charges

Pets Tails will not intentionally add optional paid products or services to your order without your express agreement.

If an optional extra involves an additional payment, you must actively choose it before being charged.

Optional paid extras will not be treated as accepted simply because you failed to remove a pre-selected option.

19. Delivery Area

Pets Tails currently delivers within the United Kingdom, unless another destination is expressly made available through our website or checkout.

Delivery availability may depend on:

Destination
Postcode
Product type
Courier availability
Other operational factors

Further information is provided in our Shipping & Delivery Policy.

20. Order Processing

Orders are normally processed within:

1–3 business days after payment confirmation.

Business days are Monday to Friday, excluding UK bank and public holidays.

Orders placed on weekends or public holidays will normally begin processing on the next available business day.

Processing time is separate from courier transit time.

21. Delivery Options

Our current delivery options are:

Economy Shipping

Estimated transit time after dispatch: 5–8 business days
Cost: Free

Standard Shipping

Estimated transit time after dispatch: 3–4 business days
Cost: £15 GBP

The delivery method selected and displayed during checkout will apply to your order.

Delivery services and charges may change for future orders.

22. Delivery Times

Delivery estimates begin from the date the order is dispatched rather than the original order date.

Unless Pets Tails has specifically agreed to a particular delivery deadline, delivery periods are estimates.

Where no different delivery period has been agreed, goods will be delivered without undue delay and within the period required by applicable UK consumer law, which is generally no later than 30 days after the sales contract is entered into.

Delivery may occasionally be affected by circumstances such as:

Severe weather
Courier disruption
Bank or public holidays
Peak shopping periods
Transportation problems
Events outside our reasonable control

Your statutory rights concerning delayed delivery remain unaffected.

23. Delivery Address

You are responsible for providing complete and accurate delivery information.

Please carefully check:

Recipient name
Building or house number
Street
Flat or unit number where applicable
Town or city
Postcode
Contact information where requested

If you identify an error after placing your order, contact us as soon as possible.

We will make reasonable efforts to correct an address before dispatch, but changes may no longer be possible once the parcel has entered the courier network.

24. Risk of Loss or Damage

Where Pets Tails arranges the delivery carrier, the risk of loss or damage generally remains with Pets Tails until the goods come into the physical possession of:

You; or
A person identified by you to receive them.

Different rules may apply where you independently instruct us to use a carrier that was not offered by Pets Tails.

Nothing in these Terms transfers risk to a consumer earlier than permitted by applicable UK law.

25. Delayed or Lost Deliveries

If an order is significantly delayed or appears to have been lost, please contact Pets Tails.

We may:

Review tracking information
Contact the courier
Open a delivery investigation
Request additional information
Arrange an appropriate remedy

Where an order has been lost while being delivered by a carrier arranged by Pets Tails, we will provide an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include a replacement or refund.

26. Damaged or Incorrect Deliveries

If your order arrives:

Damaged;
Incomplete;
With the wrong product; or
Otherwise materially different from what was ordered,

please contact us as soon as reasonably possible.

We may ask for:

Your order number
A description of the problem
Photographs of the item
Photographs of the packaging

This information helps us investigate the issue.

Your statutory rights relating to damaged, faulty, incorrect, or misdescribed goods remain unaffected.

27. Voluntary 30-Day Returns

Pets Tails offers a 30-day return period for eligible products under our voluntary returns policy.

For online purchases, this period normally begins on the date the product is delivered.

To qualify for an ordinary change-of-mind return under this additional policy, products should generally:

Be unused
Be in a resaleable condition
Be returned with original packaging where reasonably possible
Include the components and accessories originally supplied

Certain exclusions may apply.

Full details are contained in our Returns & Refund Policy.

Our voluntary 30-day policy is additional to and does not replace statutory consumer rights.

28. Statutory Cancellation Rights for Online Orders

Consumers purchasing eligible products online generally have a legal right to cancel qualifying distance contracts without giving a reason.

For eligible goods, the statutory cancellation period generally allows you to notify us that you wish to cancel within 14 days after receiving the goods.

After notifying us of cancellation, you generally have a further 14 days to return the goods.

To exercise this right, you should clearly inform Pets Tails of your decision to cancel.

You may contact us at:

Email: contact@petstails.co.uk
Phone: +44 178 274 5186

Further information is available in our Returns & Refund Policy.

29. Exceptions to Change-of-Mind Cancellation

Certain products may be excluded from statutory change-of-mind cancellation rights where permitted by law.

Depending on the products sold, exceptions may include:

Products made or personalised specifically for you
Products that deteriorate or expire rapidly
Sealed products that are unsuitable for return for health or hygiene reasons once unsealed
Other categories expressly excluded by applicable law

Because Pets Tails sells pet-related products, hygiene, contamination, or perishability may be relevant to the return eligibility of certain opened goods.

These exceptions relate to change-of-mind cancellation and do not remove your rights where products are faulty, damaged, misdescribed, or otherwise fail to comply with the contract.

30. Handling Returned Products

During a statutory cancellation period, you may inspect a product in a way broadly comparable to how you could reasonably inspect it in a physical shop.

Where you handle a product beyond what is reasonably necessary to establish its nature, characteristics, and functioning, Pets Tails may be entitled to make an appropriate deduction for any resulting reduction in value, where permitted by law.

No deduction will be made where doing so would conflict with applicable consumer law.

31. Return Shipping Costs

For an ordinary change-of-mind return, customers may be responsible for the direct cost of returning products where this has been properly communicated and applicable law permits it.

If products are:

Faulty
Damaged
Incorrect
Not as described
Otherwise non-conforming

Pets Tails will handle reasonable return costs or arrangements where required by law.

Please see our Returns & Refund Policy for full details.

32. Refunds Following Statutory Cancellation

Where you validly cancel an eligible distance contract, we will provide the refund required by applicable UK law.

Where applicable, this may include:

The price paid for the returned products; and
The cost of the least expensive standard delivery option originally offered by Pets Tails.

If you chose a more expensive delivery method, such as an upgraded service, we are not necessarily required to refund the additional amount above the standard delivery cost.

Where legally permitted, we may withhold the refund until:

We receive the returned goods; or
You provide appropriate evidence that the goods have been returned,

whichever occurs first.

Refunds will be processed within the applicable statutory timeframe.

33. Faulty, Misdescribed, or Non-Conforming Products

Products supplied by Pets Tails must meet the standards required by applicable UK consumer law.

Where applicable, products must be:

Of satisfactory quality
Fit for their intended purpose
As described

If a product fails to meet the required legal standards, you may be entitled to statutory remedies.

Depending on the circumstances, these may include:

A refund
Repair
Replacement
Price reduction
Other remedies provided by law

Consumers may have a short-term right to reject qualifying faulty goods within 30 days, subject to the applicable legal conditions.

Additional rights may continue after that period.

34. Manufacturer Warranties and Guarantees

Certain products may be supplied with a manufacturer's warranty or commercial guarantee.

Any such warranty is additional to your statutory rights unless applicable law provides otherwise.

The expiration or absence of a commercial warranty does not automatically remove rights you may have against Pets Tails under UK consumer law.

Where a manufacturer's warranty applies, its separate conditions may also need to be followed.

35. Product Use and Safety

You should use products in accordance with:

Product instructions
Manufacturer guidance
Safety warnings
Age or size recommendations
Storage instructions
Other information supplied with the product

For products intended for pets, you are responsible for selecting products reasonably appropriate for the particular animal, while taking account of product instructions and professional advice where appropriate.

If you are uncertain whether a product is suitable for an animal because of a medical, dietary, behavioural, or other specialist concern, appropriate professional veterinary advice should be obtained.

Nothing in this section removes Pets Tails' legal responsibility for defective, unsafe, incorrectly described, or otherwise non-conforming products.

36. Our Liability to Consumers

Nothing in these Terms excludes or restricts liability where doing so would be unlawful.

In particular, we do not exclude or limit responsibility for:

Death or personal injury caused by negligence where liability cannot legally be excluded
Fraud or fraudulent misrepresentation
Faulty or misdescribed goods where statutory liability applies
Failure to supply goods that meet mandatory consumer standards
Any liability that applicable law does not permit us to exclude or restrict

Where Pets Tails breaches the sales contract, we will be responsible for loss or damage that is a foreseeable result of that breach, subject to applicable law.

These Terms do not limit any compensation or remedy to which you are legally entitled.

37. Events Outside Our Reasonable Control

Pets Tails may occasionally be affected by circumstances outside our reasonable control, including:

Severe weather
Natural disasters
Major transport disruption
Widespread courier disruption
Telecommunications failures
Utility failures
Government restrictions
Other exceptional circumstances we could not reasonably prevent

Where such an event affects an order, we will make reasonable efforts to minimise the impact and communicate with affected customers where appropriate.

This section does not remove any legal right you may have to cancel, obtain a refund, or seek another remedy where applicable requirements are not satisfied.

38. Personal Information

Personal information provided in connection with an order will be handled in accordance with our Privacy Policy.

We may process information where necessary to:

Process orders
Take payment
Prevent fraud
Arrange delivery
Provide customer support
Process returns and refunds
Maintain business records
Meet applicable legal requirements

39. Complaints

If you are dissatisfied with a product or any aspect of your purchase, please contact Pets Tails so that we can review the issue.

You can contact us using:

Email: contact@petstails.co.uk
Phone: +44 178 274 5186

Please provide your order number and sufficient information to explain the issue where possible.

Making a complaint directly to us does not prevent you from exercising statutory rights or using another legal remedy available to you.

40. Governing Law and Jurisdiction

These Terms of Sale and contracts between Pets Tails and customers are generally governed by the laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, including Scotland or Northern Ireland, you continue to benefit from any mandatory consumer protections applicable to you.

Nothing in these Terms is intended to require a consumer to give up a right to bring proceedings before a court available to them under applicable jurisdiction rules.

41. Statutory Consumer Rights

Nothing in these Terms of Sale is intended to exclude, restrict, replace, or reduce statutory consumer rights.

Relevant UK legislation may include:

Consumer Rights Act 2015
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Digital Markets, Competition and Consumers Act 2024
Other applicable consumer protection legislation

Where these Terms conflict with a mandatory statutory consumer right, the statutory requirement will take priority.

42. Fair and Transparent Terms

These Terms are intended to be interpreted fairly and transparently.

Nothing in these Terms should be interpreted as:

Giving Pets Tails an unrestricted right to cancel an accepted order
Allowing us to increase an agreed price without an appropriate legal basis
Removing responsibility for faulty or misdescribed goods
Requiring customers to surrender mandatory statutory rights
Permitting us to impose undisclosed compulsory charges

If a provision cannot legally be enforced against a consumer, Pets Tails will not rely on it to the extent that doing so would be unlawful.

43. Changes to These Terms

Pets Tails may update these Terms of Sale from time to time to reflect changes in:

Applicable law
Products
Payment providers
Delivery arrangements
Business procedures
Website functionality

The version of these Terms applicable to a particular purchase will generally be the version in effect when the sales contract for that order is formed.

Future changes will not retrospectively remove rights that have already arisen under an existing contract.

44. Severability

If any provision of these Terms is determined by a court or competent authority to be invalid or unenforceable, the remaining provisions will continue to apply where legally possible.

This section does not permit an unfair or unlawful term to be replaced with another term producing substantially the same unfair result.

45. Relationship With Other Pets Tails Policies

These Terms of Sale should be read alongside other Pets Tails policies.

Where a specific subject is addressed in more detail elsewhere:

Shipping matters are explained in our Shipping & Delivery Policy
Returns and refunds are explained in our Returns & Refund Policy
Payments are explained in our Payment & Billing Policy and Billing Terms & Conditions
Personal information is addressed in our Privacy Policy
General website use is addressed in our Terms of Service

If there is an inconsistency between these documents, they will be interpreted together so far as reasonably possible without limiting mandatory consumer rights.

46. Contact Information

For questions about an order, payment, delivery, return, refund, or these Terms of Sale, please contact:

Pets Tails
Business Owner: MATT EDRIAN ABAUAG
258 London Rd
Stoke-on-Trent
ST4 5RH
United Kingdom

Phone: +44 178 274 5186
Email: contact@petstails.co.uk
Website: petstails.co.uk