Terms & Conditions

These terms and conditions form the basis on which you can visit and use our website. Please read them carefully as they contain important information.

This site is owned and operated by Healthy Pet Store Ltd of 27 Salisbury Road, Totton, Hampshire
SO40 3HX. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at info@healthypetstore.co.uk or 02380 868598. Company registration: 09199341. VAT: GB195682263. APHA: U1377990/OTHER

1. Contract

We must receive payment of the whole of the price for the goods that you order before your order can be delivered to your home or dispatched. Payment of the price for the goods represents an offer on your part to purchase the goods, which will be accepted by us only when the goods are dispatched. Only at this point is a legally binding contract created between us.

2. Order processing

To enable us to process your order, you will need to provide us with your e-mail address. We will notify you by email as soon as possible to confirm receipt of your order and to confirm details. For the avoidance of doubt, this correspondence does not constitute a contract between us.

3. Ownership and Intellectual Property

All rights, including copyright, in this website, are owned by or licensed to Healthy Pet Store Ltd. Any use of this website or its contents, including copying or storing it or them in whole or in part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

4. Website information & availability

We have taken care in the preparation of the content of this website, in particular, to ensure that prices quoted are correct at the time of publishing and that all goods have been described accurately. However, orders will only be processed if there are no material errors in the description of the goods or their prices as advertised on this website. Any weights, dimensions and capacities given about the goods are approximate only. Images of products on this website are for illustrative purposes only. Due to the natural origin and production of most of our products, they will vary from the image/s shown on the website and indeed from each other. They will not include any of the pictured accessories unless stated in the specification of the goods. We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual product. Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

5. Damages to your computer

We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

6. Acceptance and availability

All orders are subject to acceptance and availability. If the goods you have ordered are not available in stock, we will contact you by email or phone (if you have given us details). You will have the option either to wait until the item is available from stock, accept an alternative or to cancel your order.

7. Order changes

You can correct errors on your order up to the point at which you click on “submit” during the ordering process. Frozen products purchased in error cannot be returned for exchange or refund once they have left the store. This does not affect your statutory rights – for example, if the product is faulty or misdescribed.

8. Prices

The prices payable for goods that you order are as set out on our website. All prices, where applicable, include VAT at the current rates and are correct at the time of entering information.

Where it is not possible to accept your order to buy goods of the specification and description at the price indicated, we will advise you by telephone and/or email, and offer to sell you the goods of the specification and description at the price stated in the email and will state in the email the period for which the offer or the price remains valid, or provide alternative products which you can accept or decline.

9. Payment

We will take payment upon receipt of your order from your credit or debit card. We accept no liability if a delivery is delayed because you did not give us the correct payment or address details. If it is not possible to obtain full payment for the goods from you, then we can refuse to process your order and/or suspend any further deliveries to you. This does not affect any other rights we may have.

10. In-Store Repeat Order Collection Service

Our repeat order collection service offers a convenient way for pet caregivers to pre-order essential items and collect them when it suits them best. This service is designed with flexibility and ease in mind, helping you stay stocked up.

How to Join

Simply visit us in store or call to speak with one of our knowledgeable Customer Advisors. They’ll set up your repeating order by creating an account using your contact details, discussing your regular items and collection frequency, and placing your first order. All orders are subject to stock availability.

Payment Terms

Stock items: Payment is taken through a payment link. This will be sent to your designated email address 7 days before your chosen collection date, and it should be paid for in full at least 24 hours before collection is due.

Special orders (non-stock items and big quantities): These must be paid for in full at the time of ordering, as they are sourced specifically for you.

Collection Details

Collections are free of charge and available during our regular opening hours. You’ll receive an alert when your order is ready to collect, by text or email. Please collect within 30 days of the reminder to ensure availability.

Paid orders will be stored for up to 30 days from the order’s “ready for collection” notice or the preferred collection date, whichever is later. After this period, you will be contacted, and the item might be put back on sale or returned to the supplier. A restock fee or storage fee of £3.00 will be applied to non-collected orders.

We aim to deliver the goods within 30 days; however, items like harnesses, coats and accessories might take longer to arrive from the suppliers.

Changes and Cancellations

If you need to adjust or cancel an order, we ask that you notify us as soon as possible. Special order items below £42 cannot be cancelled or refunded once confirmed and paid for, as they are bought especially at your request. Refunds available for faulty items.

Customer Accounts

By joining the service, you agree to keep your contact details up to date and to notify us of any changes to your collection schedule or order needs. More about contact details usage in the Privacy Statement.

The terms and conditions above do not affect your statutory rights.

11. Click and Collect

Please check your order carefully at home. You must notify us of any discrepancies within 24 hours; otherwise, we will not be able to rectify any potential packing errors.

Sometimes, for reasons beyond our control, we may be prevented from having your collection ready in the store. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, natural disasters, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to get things right as soon as possible.

12. Deliveries

Healthy Pet Store van-based Home Delivery

Van-based Home Delivery of frozen food applies only to the listed postcodes and is not available nationwide. Home delivery charges for using our vehicles vary according to postcode and can be up to £5. Isle of Wight postcodes incur a £10 home delivery charge. We will honour free delivery for those postcodes attracting free delivery, even if the unavailability of a product takes your order value under £50.

We will deliver the goods to the address you specify for delivery in your order. This address must be accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered per your delivery instructions or lack of (unless this is caused by our negligence). We will aim to deliver the goods on the date quoted for home delivery. If delivery is delayed beyond this time, we will contact you and either agree on a mutually acceptable alternative date or offer you a full refund.

You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to your premises, they will be held at your own risk and we will not be liable for their loss or destruction.

Please check your order carefully. You must notify us of any discrepancies within 24 hours; otherwise, we will not be able to rectify any potential packing errors.

Sometimes, for reasons beyond our control, we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, natural disasters, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to get things right as soon as possible.

We may require the order delivery proof. Any record of the recipient’s signature obtained shall be conclusive evidence of the delivery of the order, including the quantity. The recipient’s signature, a photograph of the order or delivery location, shall be evidence of delivery of the order.

National Delivery

All prices are current and correct at the time of entering information.

National – All prices, where applicable, include VAT
International- All prices, where applicable, are exclusive of VAT. Customs and importation charges due before delivery to the destination country are the customer’s responsibility

We will deliver the goods to the address you specify for delivery in your order. The customer is responsible for entering the correct data at checkout. We cannot be liable for the wrong address entry or the subsequent loss of goods. Unfortunately, we are unable to change the address once the order is placed. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered following your instructions or lack thereof.

The courier does not allow redelivery requests due to the nature of the products we sell and ship. The parcels will be delivered the day after dispatch. If you won’t be in please select a safe place on the DPD portal.

Royal Mail

Royal Mail orders cut-off time is 12 pm and dispatched Monday to Friday. Orders placed over the weekend or bank holiday will be dispatched on the following working day. Orders above £150 might be sent via Royal Mail Special Delivery.

DPD

DPD frozen orders for next-day delivery placed on a Friday will be dispatched on a Sunday and delivered on a Monday. Orders placed the day before and on bank holidays will be dispatched on the following date. Saturday and Sunday delivery is available before or after bank holidays.

Orders delivered by DPD cannot be rescheduled. Parcels might have two delivery attempts; however, likely, there will only be one delivery attempt.

Please ensure you are available at the delivery address. Alternatively, download the DPD app to provide a safe place for delivery, such as a neighbour’s house, your front porch, or a shed. Multiple box consignments may be split and delivered by different drivers over 48 hours. DPD’s Next Day delivery is a best endeavour and can not be guaranteed by the courier.

Delivery address changes have a £12 charge, payable before any changes are made.

We cannot be held accountable for defrosted goods delivered by couriers. We do our best to pack all orders according to size and product nature. However, smaller-sized frozen orders, especially those of less than 5 kilos, are prone to defrosting quickly. Refreeze the goods as soon as possible. We do not ship ice creams by courier.

Orders Shipped from the Supplier

Orders placed through our website and shipped directly from the supplier need to be placed before 10 am for same-day shipping. More delivery info here.

Items shipped directly from the supplier will be identified in their description. By placing an order with any of these items, you agree to us sharing your details with a third party (the supplier) to fulfil your purchase.

After the order is placed, it will be processed by the supplier. If the item is out of stock with the supplier, we will let you know straight away. We can either exchange it for another item or refund the order.

If faulty or unwanted, additional shipping costs may apply. More information about refunds here.

13. Risk and Ownership

Risk of damage to or loss of the goods passes to you at the time of delivery to you or collection by you. If you choose to use your courier, then the risk passes to you as soon as the goods are handed to your courier. You will only own the goods once they have been successfully delivered.

14. Liability

Unless agreed otherwise, if you do not receive the goods ordered by you within 30 days of the date on which you ordered them and decide to cancel the order rather than re-arrange delivery (following clause 11), we will provide you with a full refund.

We are only responsible for losses that are a natural, foreseeable consequence of our breach of these terms and conditions. We do not accept liability if we are prevented or delayed from complying with our obligations set out in these terms and conditions by anything you (or anyone acting with your express or implied authority) does or fails to do, or is due to events which are beyond our reasonable control.

Furthermore, we do not accept liability for any losses related to any business of yours, including but not limited to: lost data, lost profits, lost revenues or business interruption.

You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded, nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence. You have certain rights as a consumer, including legal rights (e.g. under the Act) relating to faulty and/or misdescribed goods.

15. Customer and Partner Discount Schemes

By participating in any scheme, customers and partners agree to be bound by the following terms and conditions and any other requirements set out in promotional material.

No discounts are applied against Delivery purchases. As before, customers will be able to accrue points with Click & Collect purchases. Discount cards cannot be used in conjunction with any other special offer or promotion. Healthy Pet Store reserves the right to withdraw discount cards and offers or reduce the discount value without prior notice. There can be no double discounting, ie applying more than one discount to a transaction. Our processes and systems do not allow double discounting.

Healthy Pet Store In-Store Points Reward Scheme

The digital reward card replaces the Healthy Pet Store stamp card. This new scheme ensures that all pet caregivers have access to rewards across the entire range of products – including food, toys, and training equipment. Points are awarded no matter the transaction value. There is no need to keep a hold of paper cards or remember to bring them in.

Account Activation

To begin collecting points, you will need to set up your digital reward account with the assistance of one of our Customer Advisors during your visit to the store. For ease, you can add the card to your Android Wallet or Apple Wallet. Otherwise, let the customer advisor serving you know your name, postcode, phone number or email address, and they will add the points to your account.

Earning Points

Reward points can only be earned and redeemed in-store at Healthy Pet Store. You’ll receive 2 points for every full £1 spent. Points are awarded at the time of purchase. Purchase of special offer items can be worth more points and will be identified in-store. Healthy Pet Store will run seasonal and extra point events and promotions. When signing up for a card, you will be opted in to receive these special offers and promotions.

Point Value & Redemption

Each 100 points is worth £1 and can be redeemed at any time on all items in the store. There is currently no expiration date for points.

Shared Household Use

Digital cards may be shared between household members. Sharing your card is carried out in your own mobile phone settings. However, Healthy Pet Store is not responsible for the misuse of points.

Marketing Use of Contact Details

By signing up to the scheme, your details can be added to our newsletter and offers mailing list, if you give consent. You may unsubscribe at any time via the link provided in our emails. More information in Privacy Statement.

Account Maintenance & Customer Portal

It is the responsibility of the cardholder to ensure their contact details remain accurate and up to date. Contact details can be updated in-store or through the Customer Portal.

Refunds

Items purchased using points will be refunded in points to the reward balance.

When refunding a product that accrued points, those points will also be removed from your points balance.

Changes to the Scheme

Healthy Pet Store reserves the right to amend these terms and conditions, withdraw the scheme, or remove individuals from the programme at any time and without notice.

Existing stamp cards and Schemes

Customers who choose to exchange their stamp cards will be awarded 100 points for each stamp on their incomplete cards. Complete stamp cards will be honoured until 31^st December 2025. Please transfer your stamps or use up your cards by this date, as Customer Advisors will not be able to extend the deadline. No new stamp cards will be issued.

Blue Light card and Defence Discount card scheme

Blue Light Discounts and Defence Card Discount will be phased out by 30^th September. Customers using these schemes can now sign up to the new In-Store Points Reward Scheme and enjoy discounts and points across all the products in-store.

Parking charge reimbursement scheme

The following applies to the Totton store only. The photograph presented at the till must clearly show the current date and relevant time and must be within one hour starting time. Only tickets up to one hour will be reimbursed. Only one ticket per customer/friend or family group/transaction. Only tickets from Westfield Road carpark will be reimbursed. No reimbursements will be offered for the presentation of photographs of invalid or old tickets.

It is the customer’s responsibility to request reimbursement for the presentation of a valid photograph. We cannot be held liable for a failure to remind or prompt customers of this scheme. This scheme is managed and run solely by Healthy Pet Store and is not supported, endorsed or administered by any group or authority. It represents 100% cost to Healthy Pet Store and is designed to support our customers.

Customers who have a quarterly long stay or yearly short stay or long stay parking clock anyway should continue to make use of their clocks in Westfield Road Carpark and not seek to disadvantage Healthy Pet Store.

The minimum spend of £25 is based on a below-average transaction value. The £1 reimbursement is applied after any discounts, offers and promotions are applied – therefore on the final transaction value. There is no cash alternative.

The scheme is run in good faith and Healthy Pet Store reserves the right to amend any term or condition or withdraw the scheme, or deny a reimbursement to any individual who attempts to abuse it.

The Parking Scheme relates to the Westfield Road carpark only. The Westfield Road park is free after 6pm. Customers are advised they can continue to park for free at the War Memorial carpark for up to 4 hours, or at the customer collection/loading bays at the westerly end of Salisbury Road Arcade, outside our store. Customers can also park for 20 mins plus 9 mins grace at the eastly end of Salisbury Road Arcade.

16. Notices

Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Healthy Pet Store, 27 Salisbury Road, Totton, SO40 3HX, and all notices from us to you will be displayed on our website from time to time.

17. Changes to legal notices

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

18. Law, jurisdiction and language

This website, any content contained therein and any contract brought into being as a result of the usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

19. How we may use your personal information

If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

We will only use your personal information as set out in our privacy policy, seen here.

20. Third-party rights

Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.

21. Other important terms

Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may submit the dispute for online resolution to the European Commission Online Dispute Resolution platform.