Terms and Conditions

Article 1 – Definitions

For the purposes of these Terms and Conditions:

• Cooling-off period: the period during which the customer may exercise their right to cancel.
• Customer: an individual acting for purposes outside their business, trade or profession who enters into a distance contract with PetsPath.
• Day: a calendar day.
• Continuing contract: a distance contract covering a series of products or services supplied over a specified period.
• Durable medium: any method that enables information to be stored and accessed unchanged at a later date, such as email.
• Right to cancel: the customer’s right to withdraw from a distance contract within the applicable cancellation period.
• Trader: the individual or legal entity offering products or services remotely under the PetsPath brand.
• Distance contract: a contract concluded without the simultaneous physical presence of the customer and trader, using one or more methods of distance communication.
• Distance communication: any method through which a contract can be concluded without the parties being physically present together.
• Terms and Conditions: these Terms and Conditions.

Article 2 – Application

These Terms and Conditions apply to every offer made by PetsPath and every distance contract concluded between PetsPath and the customer.

Before an order is placed, these Terms and Conditions will be made available to the customer. When a contract is concluded electronically, the Terms and Conditions will be provided in a format that the customer can save and access later.

Article 3 – Our Offers

All offers are subject to availability and may be amended or withdrawn by PetsPath before an order is accepted.

We aim to describe and display our products as accurately as possible. However, colours and appearance may vary slightly depending on the customer’s screen or device. Obvious pricing, typographical or description errors are not binding.

Article 4 – Formation of the Contract

The contract is formed when the customer submits an order and PetsPath accepts it. An order confirmation will be sent electronically after acceptance.

PetsPath reserves the right to refuse or cancel an order where there is a reasonable reason to do so, including suspected fraud, incorrect pricing or lack of availability. Any payment already received for a cancelled order will be refunded.

Article 5 – Right to Cancel and Returns

Customers have a legal right to cancel an online order within 14 days of receiving it, without providing a reason.

In addition to these statutory rights, PetsPath offers a 60-day return period, subject to the conditions in our Returns Policy. The customer must notify PetsPath within 60 days of receiving the product and return it promptly after the return request has been approved.

Customers may inspect a product as they would in a physical shop but must handle it carefully. Products should, where reasonably possible, be returned unused, with all supplied accessories and in their original condition and packaging.

Article 6 – Return Costs and Refunds

Unless the product is faulty, damaged or incorrect, the customer is responsible for return shipping costs.

Eligible refunds will be issued to the original payment method within 14 days of PetsPath receiving the returned product or valid evidence that it has been sent back. PetsPath may withhold the refund until the product or proof of return has been received.

Where the statutory right to cancel applies, the refund will include the cost of standard delivery. Any additional amount paid for express or premium delivery will not be refunded.

PetsPath may reduce a refund where a product’s value has been diminished because it was handled beyond what was reasonably necessary to inspect it.

Article 7 – Exclusions from Cancellation and Return Rights

The right to cancel or return may not apply to certain products, including:

• Personalised or custom-made products
• Perishable products
• Sealed pet-care or hygiene products once opened, where they cannot be returned for health or hygiene reasons
• Sealed digital media or software once unsealed
• Digital content where supply has begun with the customer’s prior agreement and acknowledgement

These exclusions do not affect the customer’s rights where a product is faulty, damaged, incorrectly supplied or otherwise not as described.

Article 8 – Prices

The price displayed when an order is placed will apply to that order. Prices may be changed at any time before an order is accepted.

Prices include applicable taxes unless stated otherwise. Obvious pricing or typographical errors are not binding. If an error affects an order, the customer will be contacted and given the option to confirm the corrected price or cancel the order for a full refund.

Article 9 – Trader’s Identity

Trading name: PetsPath
Legal business name: [enter your legally registered business name]
Business address: [enter your registered business address]
Email address: info@petspath.co.uk
VAT number: BE1014519931
Company number: 1014519931

Article 10 – Product Conformity and Statutory Rights

Products supplied by PetsPath must correspond with their description, be of satisfactory quality, be fit for their intended purpose and comply with applicable legal requirements.

Nothing in these Terms and Conditions limits or excludes the customer’s statutory rights concerning faulty, damaged or incorrectly supplied products.

Article 11 – Delivery

PetsPath aims to deliver orders within the estimated delivery period displayed on the website, currently 3–14 working days.

Unless otherwise agreed with the customer, orders will be delivered without undue delay and within a maximum of 30 days. Delivery times are estimates and may be affected by circumstances beyond our reasonable control.

PetsPath remains responsible for the order until it is delivered to the customer or a person nominated by the customer.

Article 12 – Continuing Contracts

Where PetsPath offers a continuing or subscription-based contract, the applicable duration, renewal, payment and cancellation conditions will be clearly displayed before the customer enters into the contract.

This article does not apply to one-off purchases.

Article 13 – Payment

Customers must pay the amount shown at checkout using one of the available payment methods. Orders may not be dispatched until payment has been successfully authorised.

Payments are processed through secure third-party payment providers.

Article 14 – Complaints

Customers can submit complaints using the contact details provided in Article 9. Please include the customer’s full name, order number and a clear description of the issue.

PetsPath will acknowledge and investigate complaints within a reasonable period and aims to provide a substantive response within 30 days.

Customers are encouraged to report problems promptly, but this does not limit their statutory rights.

Article 15 – Governing Law and Disputes

These Terms and Conditions are governed by Belgian law. However, customers residing in the United Kingdom continue to benefit from any mandatory consumer protections that apply in their country of residence.

The parties should first attempt to resolve disputes directly and amicably. Nothing in this article prevents a customer from exercising any legal rights or bringing a claim before a court with jurisdiction under applicable law.

Article 16 – CESOP

Where legally required, payment information may be reported or recorded through the European Union’s Central Electronic System of Payment Information (CESOP) by payment service providers or relevant authorities.