How we handle reviews

Who can write a review

• Only customers who have bought and received the product. Each review is linked to a real order and shows a "Verified purchase" label.
• One review per customer for each product.
• We email customers a link to review their order 2 days after it is delivered, with one reminder. Customers can also review from their account.

Reviews we do not allow

• Reviews written by Pets True House staff, their friends or family, or anyone paid or asked by us to write them.
• Reviews not based on the reviewer's own experience of the product.
• We do not offer discounts, points or gifts for reviews. If we ever do, those reviews will be clearly labelled.

How we check reviews

• 4 and 5 star reviews appear straight away.
• 1 to 3 star reviews, and any review containing a link, email address or phone number, are checked by a person first, normally within 2 working days.
• Photos and videos are always checked before they appear.
• We only hold back a review if it is spam, offensive, contains personal details or is not about the product. We never hold back a review because it is negative, and we never edit what customers write.
• We may reply publicly to a review. Our replies are clearly labelled.

Star ratings

A product's star rating is the average of all its published reviews. Every published review counts, whatever its rating, and the rating updates as soon as a review is published or removed.

If we find a fake review

We remove it, update the star rating, and may stop that account from writing further reviews.

Report a review

If you think a review is fake or breaks these rules, email us at hello@petstruehouse.co.uk with the product name and the reviewer's name. We will look into it and remove the review if it breaks these rules.