Terms & Conditions

1. Website ownership

1.1 This website is owned and operated by Archer Ecom Ltd, trading as Pets True House.

1.2 All content on this website, including text, images, branding, product information, design, graphics, logos, and layout, is owned by us or used with permission from our suppliers, licensors, or other third parties.

1.3 You may use this website for personal shopping and browsing only. You must not copy, reproduce, distribute, modify, or use any part of this website for commercial purposes without our written permission.

1.4 No licence is granted to you to use the Pets True House name, logo, trade mark, branding, or any other intellectual property owned by Archer Ecom Ltd.

2. Website information and availability

2.1 We aim to keep all website information clear, accurate, and up to date. This includes product descriptions, prices, images, ingredients, feeding guidance, subscription information, and delivery details.

2.2 Some product information may be provided by manufacturers, suppliers, or brand owners. Although we take reasonable care when displaying this information, packaging, ingredients, recipes, feeding guidance, and product presentation may change from time to time.

2.3 You should always read the label, packaging, feeding guide, ingredients list, allergens, and safety information before giving any food or treat to your pet.

2.4 Images on the website are for illustration purposes only. Packaging, colour, size, shape, or presentation may vary slightly from the images shown.

2.5 We do not guarantee that the website will always be available, uninterrupted, secure, or free from errors. We may suspend or restrict access to the website for maintenance, updates, technical work, or business reasons.

2.6 If you notice an error on our website, including an incorrect product description or price, please contact us through our contact page or support form.

3. Your account and eligibility to purchase

3.1 You may purchase products from our website as a guest or by creating an account, depending on the options available at checkout.

3.2 If you create an account, you are responsible for keeping your login details secure. You must not share your password with anyone else.

3.3 You must be at least 18 years old to place an order on our website.

3.4 If a person under 18 uses our website, they must do so with the permission and supervision of a responsible adult.

3.5 You are responsible for ensuring that all information you provide to us is accurate, including your name, email address, delivery address, billing details, and any subscription information.

4. Our contract with you

4.1 You can review and amend your order before submitting it at checkout.

4.2 After you place an order, we may send you an email acknowledging that we have received your order. This does not mean your order has been accepted.

4.3 Your order is accepted, and a contract is formed between you and us, when we confirm that your order has been accepted and/or dispatched.

4.5 If we cancel an order after payment has been taken, we will refund you for the cancelled items using the original payment method, unless we agree otherwise.

5. Products, pet food, treats and feeding guidance

5.1 Our products are intended for responsible pet owners.

5.2 You are responsible for choosing products that are suitable for your pet, taking into account your pet's age, size, breed, weight, health, allergies, dietary needs, and feeding requirements.

5.3 Any feeding guides, product descriptions, or general pet care information provided on our website are for general guidance only. They are not veterinary advice.

5.4 If your pet has allergies, medical conditions, dietary sensitivities, or special nutritional needs, you should seek advice from a qualified vet before purchasing or using any food, treat, supplement, or related product.

5.5 You should introduce new food or treats gradually and monitor your pet's reaction.

5.6 You must store pet food and treats in accordance with the manufacturer's instructions. This may include keeping products sealed, dry, cool, and away from direct sunlight.

5.7 We are not responsible for issues caused by incorrect storage, misuse, overfeeding, failure to follow instructions, or use of a product after its expiry or best-before date.

6. Prices and payment

6.1 All prices shown on our website are in pounds sterling (£).

6.2 Prices include VAT where VAT is applicable.

6.3 Delivery charges are calculated separately and will be shown before you place your order.

6.4 Your total order price will include the price of the products, any applicable discounts, and any delivery charges.

6.5 Prices, promotions, discounts, and product availability may change at any time before your order is accepted.

6.6 We take reasonable care to ensure that prices are correct. If we discover a pricing error after you place an order, we may contact you to ask whether you wish to continue at the correct price or cancel the order.

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

6.8 We use third-party payment providers to process payments securely. We do not store your full card details.

6.9 Payment checks may be carried out by our payment provider to help prevent fraud and unauthorised transactions.

7. Promotions, discount codes and offers

7.1 From time to time, we may offer promotions, multibuy deals, discounts, or voucher codes.

7.2 Promotions and discount codes are subject to availability and may be changed, withdrawn, or cancelled at any time.

7.3 Discount codes may be limited to certain products, categories, order values, customer groups, or promotional periods.

7.4 Discount codes cannot be exchanged for cash.

7.5 Discount codes cannot be applied retrospectively to previous orders.

7.6 Unless stated otherwise, only one discount code may be used per order.

7.7 Discount codes may not be valid on subscriptions, sale items, bundles, delivery charges, or selected products unless clearly stated.

7.8 If an order is refunded, the refund will reflect the actual discounted amount paid.

7.9 We reserve the right to cancel or refuse any discount code where we believe it has been misused, shared without authorisation, obtained fraudulently, or used in breach of its terms.

7.10 We are not responsible for discount codes, voucher sites, or promotional claims made by third parties unless the offer has been issued directly by Pets True House.

8. Subscriptions

8.1 We may offer subscription products that allow you to receive selected pet food, treats, or other products on a recurring basis.

8.2 Subscription details, including product selection, delivery frequency, price, and renewal terms, will be shown before you subscribe.

8.3 By starting a subscription, you authorise us and our payment provider to take recurring payments using your selected payment method.

8.4 Subscription prices may change from time to time. Where required, we will notify you of material changes before they take effect.

8.5 You are responsible for keeping your subscription details up to date, including your delivery address, payment method, selected products, and delivery frequency.

8.6 You may manage, pause, change, or cancel your subscription through your account, where this feature is available, or by contacting us.

8.7 Subscription changes or cancellations must be made before the next order is processed. If a subscription order has already been processed or dispatched, it may not be possible to cancel that order.

8.8 If a subscription payment fails, we may attempt to take payment again. If payment cannot be collected, we may pause or cancel your subscription.

8.9 Subscription products are subject to availability. If a product becomes unavailable, we may contact you, delay the shipment, offer a substitute, or cancel that subscription order.

9. Delivery

9.1 We deliver to the locations shown on our website at checkout.

9.2 Delivery options, estimated delivery times, and delivery charges will be shown before you place your order.

9.3 Estimated delivery times are estimates only and are not guaranteed unless expressly stated.

9.4 We will do our best to dispatch orders within the timescales shown on our website, but delays may happen due to courier issues, stock availability, weather, high order volumes, or circumstances outside our reasonable control.

9.5 You are responsible for providing accurate delivery information. We are not responsible for failed, delayed, lost, or misdelivered orders where incorrect or incomplete delivery details have been provided.

9.6 If you notice an error in your delivery address after placing an order, you should contact us as soon as possible. We cannot guarantee that changes can be made once an order has been processed or dispatched.

9.7 Ownership of the products passes to you once we have received full payment and the products have been delivered to you.

9.8 Risk in the products passes to you when the products are delivered to the address you provided.

10. Order cancellation before dispatch

10.1 If you wish to cancel an order, please contact us as soon as possible.

10.2 If your order has not yet been processed or dispatched, we will try to cancel it and issue a refund.

10.3 If your order has already been processed, packed, or dispatched, it may not be possible to cancel it. In that case, you may need to follow our returns process after receiving the order.

11. Returns and your right to cancel

11.1 For most online purchases, UK consumers have the right to cancel an order within 14 days of receiving the goods, and then have a further 14 days to return the goods after telling the seller they wish to cancel.

11.2 To cancel an order after delivery, you must tell us clearly within 14 days of receiving your order.

11.3 Returned products must be unused, unopened, in their original packaging, and in a resaleable condition, unless the product is faulty or not as described.

11.4 For pet food, treats, and similar consumable products, we cannot accept returns where the product has been opened, unsealed, used, damaged after delivery, or stored incorrectly, unless the product is faulty or not as described.

11.5 Some goods may be excluded from cancellation rights, including goods that are liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. This is reflected in the Consumer Contracts Regulations.

11.6 You are responsible for the cost of returning unwanted products unless the product is faulty, damaged on arrival, not as described, or we have agreed otherwise. Businesses must make return-cost responsibility clear to consumers.

11.7 You are responsible for keeping returned products safe and properly packaged until they reach us.

11.8 We recommend using a tracked delivery service when returning items, as you are responsible for the goods until they are received by us.

11.9 Your statutory rights are not affected.

12. Faulty, damaged or incorrect products

12.1 If your order arrives damaged, faulty, incomplete, or incorrect, please contact us as soon as possible.

12.2 We may ask you to provide details, photographs, batch information, packaging information, or other evidence to help us investigate the issue.

12.3 Where products are faulty, damaged on arrival, or not as described, we will offer an appropriate remedy in accordance with your statutory rights. This may include a replacement, refund, or other solution depending on the circumstances.

12.4 You should not dispose of the product or packaging before contacting us, as we may need this information to investigate the issue.

13. Refunds

13.1 Refunds will usually be made to the original payment method.

13.2 Where you cancel an order under your consumer cancellation rights, we may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been returned. Government guidance confirms this approach for distance sales.

13.3 We may reduce your refund if the returned goods have been handled beyond what is necessary to inspect them, or if they are returned damaged, opened, used, incomplete, or not in a resaleable condition.

13.4 Original standard delivery charges may be refunded where required by law. Enhanced delivery charges, such as express or premium delivery, may not be refunded beyond the standard delivery cost unless required by law.

13.5 Refund timings may vary depending on your bank or payment provider.

14. Website use and prohibited activity

14.1 You must use our website lawfully and responsibly.

14.3 We may suspend, restrict, or terminate your access to the website or your account if we believe you have breached these terms.

15. Suspension or cancellation of your account

15.1 You may stop using your account at any time.

15.3 Suspension or cancellation of an account will not affect any rights or obligations that already exist.

16. Our liability

16.1 We are responsible for foreseeable loss and damage caused by us breaching these terms or failing to use reasonable care and skill.

16.2 We are not responsible for losses that are not foreseeable.

16.3 We supply products for domestic and private use only. We are not responsible for business losses, including loss of profit, loss of revenue, loss of business, business interruption, loss of goodwill, or loss of opportunity.

17. Events outside our control

17.1 We will not be liable for any failure or delay in performing our obligations where this is caused by events outside our reasonable control.

17.3 If an event outside our control affects your order, we will contact you where reasonably possible and take steps to reduce the impact.

17.4 If the delay is substantial, you may contact us to cancel the affected order and receive a refund for products you have paid for but not received.

18. Privacy and cookies

18.1 Your personal information will be handled in accordance with our Privacy Policy and Cookie Policy.

18.2 Our Privacy Policy explains what personal data we collect, how we use it, and your data protection rights.

18.3 Our Cookie Policy explains how cookies and similar technologies are used on our website.

19. Third-party links

19.1 Our website may contain links to third-party websites.

19.2 We are not responsible for the content, availability, policies, or practices of third-party websites.

19.3 Any third-party website you visit will be governed by its own terms and policies.

20. Governing law

20.1 These terms and conditions are governed by the laws of England and Wales.

20.2 You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also be able to bring proceedings in your local courts.

20.3 These terms are available in English only.

21. Contact us

If you have any questions about these terms, your order, delivery, returns, or subscriptions, please contact us through the contact options provided on our website.