Terms of service

Last updated: October 2026

These terms apply when you use our website and when you buy from us. Please read them before placing an order. They don't affect your legal rights as a consumer.

1. About us

This website is run by Grant Sharman trading as The Pet Promise, 4 Smith Street, Kinross, KY13 8DD. Email: admin@thepetpromise.co.uk.

2. Placing an order

When you place an order you'll receive an email confirming we've received it. This doesn't yet mean we've accepted it.
Our contract with you starts when we email to confirm your order has been dispatched.
We may occasionally be unable to accept an order – for example if an item is out of stock, there's an error in its price or description, or we can't deliver to your address. If so, we'll let you know and you won't be charged (or we'll refund you in full).
We sell to consumers in the UK. Please don't order from us for resale.

3. Prices and payment

Prices are in pounds sterling (£) and include VAT where applicable. Delivery is charged separately and shown at checkout before you pay.
We check our prices carefully, but mistakes can happen. If an item's correct price is higher than the price shown, we'll contact you before dispatching so you can choose whether to go ahead at the correct price or cancel.
Payment is taken when you place your order. If we can't fulfil your order, we'll refund you in full.

4. Delivery

We deliver to UK addresses only, with some exceptions. Delivery charges, timescales and the areas we can't deliver to are set out in our Delivery information. Delivery times are estimates; if your order hasn't arrived within 30 days, you can cancel it for a full refund. Your order becomes your responsibility once it has been delivered to the address you gave us.

5. Cancellations and returns

You can cancel your order within 14 days of receiving it, and you have strong rights if anything is faulty, damaged or not as described. The full details, including items that can't be returned once opened for hygiene reasons, are in our Returns & refunds policy.

6. Products

Product images are for illustration. Packaging can change, and colours may look different on different screens.
Please always read the product label and follow the manufacturer's feeding guidelines, dosage and safety instructions.
Information on our website is general and is not veterinary advice. If you're unsure whether a product is right for your pet, or your pet has a health condition, please speak to your vet.

7. Our responsibility to you

If we break these terms, we're responsible for loss or damage you suffer that is a foreseeable result of that, up to the price you paid for the products concerned.
We don't exclude or limit our liability where it would be unlawful to do so – including for death or personal injury caused by our negligence, for fraud, or for your legal rights in relation to the products you buy.
We only supply products for domestic and private use. We're not responsible for business losses, such as loss of profit or business interruption.

8. Events outside our control

We're not responsible for delays caused by events outside our reasonable control, such as severe weather or courier disruption. If that happens, we'll let you know as soon as we can, and you can cancel for a refund of anything you've paid for products you haven't received.

9. Discount codes and offers

Discount codes and offers can't be exchanged for cash, can only be used once per order unless we say otherwise, and may be withdrawn or have an end date. Any specific conditions will be shown with the offer.

10. Using our website

The content on this website, including text, images and our logo, belongs to us or our suppliers. Please don't copy it for commercial use without our permission. We work hard to keep the website available and accurate, but can't guarantee it will always be free of errors or interruptions.

11. Your personal information

We only use your personal information as set out in our Privacy policy.

12. Law and disputes

These terms are governed by the law of Scotland. If you live in England, Wales or Northern Ireland, you can also bring proceedings in your local courts, and you keep the protection of the consumer laws where you live. If you have a complaint, please contact us first – we'll do our best to resolve it quickly.