Terms and Conditions for Purchases Made From Pet Mate Ltd Website

The following terms and conditions apply to purchases from the Pet Mate Ltd (Pet Mate) online website.

These conditions set out the agreement between the consumer and Pet Mate for purchases made from this website. To purchase from this site you will need to use a credit/debit card or PayPal account.

Information on this Website

Whilst we try to ensure that all descriptions, details, including prices displayed on this website are correct and up-to-date, this cannot be guaranteed. Details will be updated from time-to-time and are subject to change. Prior to placing an order, please ensure you have checked all relevant details about the product(s) you have selected. All products advertised on this website are subject to availability.


The information on this website, including prices, does not constitute an offer to enter into an agreement. When you place an order via this website, your order shall constitute an offer for the products selected.

Pet Mate shall not be obliged to accept your order. If your order is accepted, confirmation will be sent by email to the address you supplied when placing the order.


Unless otherwise stated, all prices are inclusive of taxes (where applicable) and are correct at the time of entering the information onto the system. The total cost of your order is the price of the product(s) plus applicable delivery charge.

For Europe, we accept payment by PayPal or any major credit/debit card, with the exception of American Express.

For USA, we accept payment by PayPal, MasterCard or VISA.

Payment will be taken from you when the confirmation e-mail. If a product becomes unavailable, you will be offered the option to cancel your order, or to wait until the product becomes available.

Delivery and Charges

• All orders are subject to a carriage charge.
• All delivery timescales are subject to product and availability delivery times.

Standard Delivery (UK, EU) and Ground Delivery (USA)
Orders received will normally be despatched on the next working day. Receipt of the order should be expected within 2-5 days for UK and European countries, and 7-10 days for US continental states, from date of despatch.

Next Day Delivery (UK Only)
Orders for UK mainland, received before 1pm (13:00) Monday – Friday, will be despatched that day by Royal Mail and should be received on the next or second day as appropriate. Orders despatched on Friday may not be received until the next working day.

For Northern Ireland and Channel Islands
Next day delivery is only available for goods up to 2000g. Standard delivery prices above 2000g, do not apply. Customers should contact Customer Services at Pet Mate by email to receive a quotation. For some Channel Islands and Scottish Islands, delivery will be 2 days.

Delivery outside of the European Union and USA (Including Alaska, Hawaii, the Virgin Islands, Puerto Rico, and Guam)
Unfortunately, at present, we do not offer an online sales service to customers outside of the European Union and USA. Customers may contact Customer Services who will endeavour to assist in sourcing a retailer who sells our products within your geographic location.

Additional Information
Deliveries are made only once certain criteria have been met and are subject to stock availability and payment clearance. All credit card details are checked against the address details supplied; failure to provide the card’s registered address will delay your order. We apologise for any inconvenience caused but these procedures are in place to protect genuine cardholders.
In the event that goods are returned to us for any reason, as undeliverable, an additional delivery charge may apply to cover the cost of re-delivery.

Non Delivery

Pet Mate will ensure that all products ordered are despatched in a prompt manner in line with your instructions at the time you placed an order.

If the goods do not arrive, are incomplete, the wrong goods, or are damaged when you open them, you must tell our Customer Services Department within 5 days of receipt or expected delivery. For European enquiries, please telephone +44 (0)1932 700001. For North American enquiries, please telephone (936) 760 4333 or email: customerservices@pet-mate.com. If we are unable to send the goods, we will tell you when we will be in a position to deliver them, if this is not acceptable, and you wish to cancel your order, we will refund your payment.


Pet Mate enjoys a good reputation for the quality of its products.

However, in the unlikely event that there is a fault with our product(s), you should contact us by letter, fax, e-mail or telephone. Please quote the date you ordered the goods, the order number, title of product and the nature of the fault.

We may ask you to return the faulty product for inspection and repair or replace it at our cost including your postage costs.

Unwanted Goods

Pet Mate wants you to be satisfied with your purchase. Should you wish to cancel an order or return a product, you should do so within 14 working days. You are responsible for all charges incurred in returning the goods. A full refund (including postage up to Royal Mail First Class) will be made within 30 days for UK only. The 14 days cancellation period will commence on the day after you receive your order. Products will only be accepted if they are returned unused in their original packaging.

This does not affect your statutory rights.

Complaints Procedure

Pet Mate is committed to delivering the highest levels of customer service.

Should you wish to make a complaint about any aspect of our service, please contact our Customer Services Supervisor by letter, fax, e-mail or telephone. If you are writing, faxing or e-mailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required and, if not, please provide your full postal address.

If your complaint concerns one of our products, we may ask you to return the goods.

We will endeavour to reply within 5 working days from when we receive your complaint. If it is not possible to give you a full reply within this time, for example, if your complaint requires more detailed investigation, we will endeavour to give you an interim response telling you what is being done to deal with your complaint, when you can expect a full reply and from whom.

The full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly.


Unless otherwise stated, all products, with the exception of spare parts, purchased from this website are covered by a 3 year guarantee, from the date they are delivered to you. All relevant guarantee details are supplied with your product(s). In the unlikely event that you experience a fault or defect with your product within your guarantee period, you should contact us by letter, fax, e-mail or telephone. Please quote the date you ordered the goods, the order number, product description and the nature of the fault.

We may ask you to return the faulty product for inspection and repair or replace it at our cost including your postage costs.

Privacy Statement

Pet Mate is committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the UK Data Protection Act 1998.

We collect information about you for the following reasons:
• To process your order
• To administer our business
• To help improve our service to customers

We will not e-mail you in the future unless you have given us your consent.

The type of information we collect about you includes:
• Your name
• Address
• Telephone number
• E-mail address
• Credit/debit card details

The information we hold will be accurate and up-to-date. You can check the information that we hold about you by e-mailing us. If you find any inaccuracies, we will delete or correct them promptly.

The personal information, which we hold, will be held securely in accordance with our internal security policy and the law.

Intellectual Property Rights

All Intellectual Property Rights including, without limitation, all database rights, rights in designs, rights in know-how, patents and rights in inventions in all cases whether registered or unregistered and including all rights to apply for registration and all other intellectual or industrial property rights in any jurisdiction in any information, content, materials, data or processes contained in or to this website belong to Pet Mate. All rights of Pet Mate in such Intellectual Property Rights are hereby reserved.


Whilst Pet Mate has given careful attention to the preparation of the contents of this website, the information, images, pictures, logos, icons regarding, or relating to Pet Mate and its products are provided on an “as is” basis without any representation or endorsement being made and without any warranty of any kind, whether expressed or implied, including but not limited to, any implied warranties of satisfaction in quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. To the extent permitted by law, all such terms and warranties are hereby excluded.

Pet Mate does not represent that the information contained in this website is accurate, comprehensive, verified or complete, and shall accept no liability for the accuracy or completeness of the information contained in this website or for any reliance placed by any person on the information.

Pet Mate does not warrant that the product functions or materials accessible from, or contained in this website will be error free and that faults will be corrected; that this website will be uninterrupted or error free, and that faults will be corrected. Nor, that this website or the server that makes it available are virus or bug free or represent the full functionality, accuracy, reliability of the products and materials.


Any contracts formed between you and Pet Mate via this website will be deemed to have been made in the UK and shall be governed and construed according to English Law. Any disputes or proceedings shall be subject to the exclusive jurisdiction of the English Courts.