Terms of service

Last Updated: 24 August 2026

1. Introduction

Welcome to Pets Tails.

These Terms of Service govern your use of petstails.co.uk and purchases made from Pets Tails through our website.

Please read these Terms carefully before using our website or placing an order. By accessing or using the website, you agree to comply with these Terms. When you place an order with us, the terms applicable to the sale will form part of the agreement between you and Pets Tails.

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

If you do not agree with these Terms, you should not use our website.

2. About Pets Tails

The website is operated by:

Business / Store Name: Pets Tails
Business Owner: MATT EDRIAN ABAUAG
Business Type: Individual
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

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

References to “you,” “your,” or “customer” mean the person accessing our website or purchasing products from us.

Where you purchase primarily for purposes outside your trade, business, craft, or profession, you will generally be treated as a consumer for the purposes of applicable UK consumer law.

3. Use of Our Website

You may use our website only for lawful purposes.

When accessing or using petstails.co.uk, you must not:

  • Use the website in violation of applicable laws or regulations

  • Attempt to gain unauthorised access to our website, servers, systems, or networks

  • Interfere with the security, availability, or normal operation of the website

  • Introduce viruses, malware, malicious code, or other harmful technology

  • Attempt to damage, disable, overload, or disrupt the website

  • Use automated systems to access or extract website content in a manner that unreasonably interferes with our services

  • Use our website for fraudulent, deceptive, or unlawful activities

  • Impersonate another person or provide deliberately false information

  • Use our website in a manner that infringes the rights of Pets Tails or any third party

Where reasonably necessary to protect our website, customers, systems, or legal rights, we may restrict or suspend access to the website.

Any such action will be taken reasonably and will not affect rights that cannot legally be excluded.

4. Website Availability

We aim to keep our website available and functioning properly. However, uninterrupted or error-free access cannot be guaranteed.

We may occasionally need to:

  • Perform maintenance

  • Update website functionality

  • Correct technical problems

  • Improve security

  • Modify website features

  • Temporarily suspend parts of the website

Where reasonably possible, we will seek to minimise disruption.

Website availability does not affect any existing contractual or statutory obligations relating to orders already accepted by Pets Tails.

5. Product Information

We make reasonable efforts to ensure that product information displayed on our website is clear, accurate, and up to date.

Product information may include:

  • Descriptions

  • Photographs

  • Specifications

  • Dimensions

  • Prices

  • Availability

  • Packaging information

  • Other relevant characteristics

While we take reasonable care, occasional errors may occur.

Product photographs are intended to represent products as accurately as reasonably possible. However, the appearance of colours, packaging, proportions, or other visual details may vary because of factors including:

  • Screen and device settings

  • Product photography

  • Packaging updates

  • Manufacturer changes that do not materially alter the product

Images should therefore be considered illustrative where minor visual differences do not affect the essential characteristics of the product.

Nothing in this section limits your statutory right to receive goods that are as described, of satisfactory quality, and fit for their intended purpose where those legal requirements apply.

6. Product Availability

All orders are subject to product availability.

Displaying a product on our website does not guarantee that it will remain available until your order has been accepted.

If a product becomes unavailable after you place an order but before we can fulfil it, we will contact you and, where appropriate:

  • Offer an available alternative with your agreement;

  • Cancel the affected product or order; and

  • Refund any amount already paid for products we cannot supply.

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

7. Prices

Prices displayed on our website are shown in British Pounds Sterling (GBP) unless clearly stated otherwise.

Any applicable delivery charges or other mandatory charges will be displayed or communicated before you complete your purchase where required.

We may change product prices from time to time. A price change will not normally affect an order that has already been accepted by Pets Tails.

If we discover an obvious pricing error before accepting an order, we may contact you to explain the error and provide the correct price. You may then choose whether to proceed at the correct price or cancel the order.

We will not charge a corrected price without informing you where doing so would alter the amount you agreed to pay.

8. Payment

Payment must be made using one of the payment methods available during checkout.

By submitting payment information, you confirm that you are authorised to use the payment method provided.

Payments may be processed through independent third-party payment service providers. These providers may process payment information in accordance with their own terms, privacy policies, and security procedures.

Your order may not be processed until payment has been successfully authorised or otherwise confirmed.

If payment is declined, reversed, cancelled, or cannot be verified, we may be unable to process or fulfil the order.

9. Placing an Order

When you submit an order through our website, you are making an offer to purchase the selected products subject to these Terms and the information presented during checkout.

After placing an order, you may receive an acknowledgement confirming that we have received it.

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

Unless we expressly state otherwise, a contract for the purchase of products is formed when we confirm acceptance or dispatch of the order.

Before accepting an order, we may need to verify:

  • Product availability

  • Payment authorisation

  • Delivery information

  • Order details

  • Suspected fraudulent activity

  • Other information reasonably necessary to fulfil the order

10. When We May Decline or Cancel an Order

In certain circumstances, we may decline an order before it has been accepted.

Reasons may include:

  • A product being unavailable

  • Payment not being authorised

  • An obvious pricing or product information error

  • Delivery being unavailable to the address provided

  • Reasonable concerns regarding fraud or misuse

  • The quantity ordered being inconsistent with reasonable retail purchasing

  • Circumstances preventing us from lawfully supplying the product

If we cancel an order after receiving payment and you are entitled to a refund, the relevant amount will be returned using an appropriate payment method.

Once a binding contract has been formed, we will not cancel it arbitrarily. Any cancellation by Pets Tails will be handled in accordance with these Terms and applicable law.

11. Order Quantity Restrictions

Pets Tails primarily sells products for ordinary retail purchasing.

Where reasonably necessary, we may apply purchasing limits to particular products, including during periods of:

  • Limited stock

  • Promotional offers

  • Unusually high demand

  • Suspected resale activity

  • Suspected fraudulent activity

Any quantity restriction will be applied reasonably and will not affect rights arising from orders we have already accepted unless permitted by law.

12. Shipping and Delivery

Information about:

  • Delivery areas

  • Processing times

  • Shipping methods

  • Delivery charges

  • Estimated delivery periods

  • Tracking

  • Missing parcels

  • Damaged deliveries

is provided in our Shipping & Delivery Policy.

Delivery estimates are provided in good faith but may be affected by circumstances outside our reasonable control.

For consumer purchases, where Pets Tails arranges the carrier, responsibility for the goods generally remains with us until the goods come into the physical possession of you or a person identified by you to receive them, in accordance with applicable UK consumer law.

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

13. Delivery Information Provided by Customers

You are responsible for providing accurate and complete delivery information when placing an order.

If you notice an error, please contact us as soon as possible.

Where an order has not yet been dispatched, we will make reasonable efforts to correct the delivery information. Once the parcel has entered the courier network, changes may no longer be possible.

Issues caused by inaccurate information supplied by a customer will be handled reasonably and in accordance with applicable consumer law.

14. Returns, Cancellations, and Refunds

Returns and refunds are governed by our Returns & Refund Policy, which should be read together with these Terms.

Pets Tails offers a 30-day return period for eligible products, subject to the conditions contained in that policy.

Consumers purchasing through qualifying distance contracts may also have statutory cancellation rights independently of our voluntary returns policy.

For many eligible online purchases, UK law generally provides consumers with a period in which they may cancel without giving a reason, subject to applicable conditions and exceptions.

Certain products may be excluded from change-of-mind cancellation rights where permitted by law, including some personalised, rapidly perishable, or sealed hygiene-sensitive products once applicable seals have been broken.

Your statutory rights relating to faulty, damaged, misdescribed, or non-conforming goods remain unaffected.

15. Faulty or Misdescribed Products

Products supplied to consumers must meet the standards required by applicable UK consumer law.

Where applicable, products must be:

  • Of satisfactory quality

  • Fit for their intended purpose

  • Consistent with their description

If a product does not meet the required legal standards, you may have rights to remedies that can include rejection, refund, repair, replacement, or price reduction depending on the circumstances.

Our Returns & Refund Policy does not replace or reduce these statutory protections.

16. Intellectual Property Rights

Unless otherwise stated, the content appearing on petstails.co.uk is owned by, licensed to, or lawfully used by Pets Tails.

This may include:

  • Business names and branding

  • Logos

  • Website text

  • Original photographs

  • Graphics

  • Illustrations

  • Page layouts

  • Website designs

  • Product presentation materials

  • Other original website content

Third-party trademarks, product photographs, brand names, and other materials remain the property of their respective owners where applicable.

You may access and use our website for ordinary personal shopping and informational purposes.

You must not reproduce, republish, distribute, sell, commercially exploit, or substantially copy protected Pets Tails content without permission unless your use is otherwise permitted by applicable law.

Nothing in these Terms transfers ownership of intellectual property rights to website users.

17. Third-Party Content and Links

Our website may contain links to websites, platforms, payment services, delivery providers, or other services operated by independent third parties.

We do not control independent third-party websites and cannot guarantee their availability, content, security, or privacy practices.

The presence of a link does not necessarily mean that Pets Tails endorses all content or services available on that external website.

Before using an external service, you should review the relevant third party's terms and privacy information.

This section does not exclude responsibility that Pets Tails is legally required to retain for third parties acting on our behalf in connection with your contract.

18. Our Responsibility to Consumers

We do not seek to exclude or restrict liability where doing so would be unlawful.

Nothing in these Terms excludes or limits liability for matters including:

  • Death or personal injury caused by negligence where liability cannot legally be excluded

  • Fraud or fraudulent misrepresentation

  • Goods that do not satisfy statutory consumer requirements

  • Liability that applicable law does not permit us to exclude or restrict

  • Your statutory consumer rights

If Pets Tails breaches these Terms or fails to use reasonable care and skill where required, we will be responsible for loss or damage that is a foreseeable result of that breach or failure, subject to applicable law.

Loss or damage is foreseeable where it was obvious that it might occur or where both you and Pets Tails knew, when the contract was formed, that it might occur.

If you purchase products as a consumer, Pets Tails is generally not responsible for losses arising solely from commercial or business activities that were not reasonably contemplated as part of the consumer transaction, such as loss of business profits.

Nothing in this section affects any remedy or compensation to which you are legally entitled.

19. Events Outside Our Reasonable Control

Pets Tails will make reasonable efforts to perform its obligations.

However, our operations may occasionally be affected by circumstances outside our reasonable control, such as:

  • Severe weather

  • Natural disasters

  • Transport disruption

  • Courier network disruption

  • Major telecommunications or internet failures

  • Government restrictions

  • Widespread utility failures

  • Industrial disputes involving unrelated third parties

  • Other exceptional events that we could not reasonably prevent

Where such circumstances affect an order, we will take reasonable steps to minimise their impact and communicate with affected customers where appropriate.

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

20. Privacy and Personal Information

Our handling of personal information is explained in our Privacy Policy.

That policy describes how Pets Tails may collect, use, store, protect, and share personal information when you visit our website, contact us, or make a purchase.

By using our website, you should review our Privacy Policy together with these Terms.

21. Cookies

Our website may use cookies and similar technologies for essential website functions, preferences, analytics, performance, or other purposes.

More information about the use of personal information and cookies can be found in our Privacy Policy and any cookie information made available through the website.

Where consent is legally required for non-essential cookies, they will be handled in accordance with applicable privacy requirements.

22. Changes to Our Website

We may update, modify, or improve our website from time to time.

This may include changes to:

  • Product ranges

  • Website design

  • Features

  • Delivery services

  • Payment options

  • Website content

Changes to the website will not remove rights that have already arisen under a binding consumer contract.

23. Changes to These Terms

We may revise these Terms periodically to reflect changes in:

  • Applicable laws or regulations

  • Our business practices

  • Website functionality

  • Products or services

  • Payment arrangements

  • Delivery procedures

  • Security requirements

The latest version will be published on petstails.co.uk with an updated revision date where appropriate.

Unless a change is required by law or otherwise validly applies to an existing contract, an order will generally remain subject to the contractual terms applicable when that order was accepted.

Updated website-use terms may apply to your future use of the website after publication.

We will not use changes to these Terms to retrospectively remove statutory or contractual rights that have already arisen.

24. Severability

If a court or other competent authority determines that a provision of these Terms is invalid, unlawful, or unenforceable, that provision will be treated as ineffective only to the extent required.

The remaining provisions will continue to apply where legally possible.

Nothing in this section allows an unfair or unlawful consumer term to be replaced by wording that produces substantially the same unfair result.

25. No Waiver

If Pets Tails does not immediately enforce a right available under these Terms, this does not necessarily mean that the right has been waived.

Similarly, nothing in these Terms prevents a customer from exercising a statutory right merely because it was not exercised at an earlier opportunity, subject to any lawful time limits that apply.

26. Governing Law and Jurisdiction

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

However, if you are a consumer living elsewhere in the United Kingdom, including Scotland or Northern Ireland, you will continue to benefit from any mandatory consumer protections that apply to you under the law.

Nothing in these Terms is intended to prevent a consumer from bringing proceedings in a court available to them under applicable jurisdiction rules.

We do not require consumers to give up a legal right to bring a claim in their local courts where such a restriction would be unfair or unlawful.

27. Your Statutory Rights

Nothing in these Terms of Service is intended to exclude, restrict, or replace statutory rights provided to consumers by UK law.

Relevant protections may include rights arising under legislation such as the:

  • Consumer Rights Act 2015

  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Other applicable consumer protection laws and regulations may also apply.

If any provision of these Terms conflicts with a statutory consumer right that cannot legally be excluded or restricted, the statutory right will take priority.

28. Contact Us

If you have questions about these Terms, an order, a product, or our website, please contact:

Pets Tails
258 London Rd
Stoke-on-Trent
ST4 5RH
United Kingdom

Business Owner: MATT EDRIAN ABAUAG
Business Type: Individual
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