Last Updated: 20/10/2026

Terms and Conditions

1. About These Terms

These Terms and Conditions govern your access to and use of https://planetofpetsltd.com (the “Website”) and any purchase made through it. The Website is operated by Planet of Pets Ltd, of 23, Gainsborough Road, London, E15 3AG, UNITED KINGDOM (“Planet of Pets Ltd,” “we,” “us,” or “our”).

By using the Website or placing an order, you agree to these Terms and Conditions. Please read them carefully before using the Website or purchasing from us. If you do not agree, do not use the Website or place an order.

These Terms and Conditions should be read alongside our Refund and Returns Policy, Shipping Policy, and Privacy Policy. Those documents provide further details about the topics covered here and form part of the terms applicable to your use of the Website and purchases from us.

2. Eligibility and Website Use

You must be at least 18 years old to place an order through the Website. By placing an order, you confirm that you meet this requirement and have the legal capacity to enter into a binding agreement.

You agree to use the Website only for lawful purposes and in a way that does not infringe the rights of others or restrict or inhibit anyone else’s use of the Website. You must not misuse the Website, attempt unauthorized access to it, introduce malicious code, or interfere with its security or operation.

3. Products and Product Information

We aim to ensure that product descriptions, images, and other information on the Website are accurate and current. However, product images and colors may vary slightly from the actual product due to screen settings, lighting, or other display conditions.

Product information is provided for general informational purposes. You are responsible for reviewing product details and determining whether a product is suitable for your intended use. If you have questions about a product, please contact us at hello@planetofpetsltd.com before ordering.

We may correct errors, update product information, or change or discontinue products at any time. Such changes do not affect orders that we have already accepted, except where required by law.

4. Orders and Contract Formation

Your order is an offer to purchase the selected products under these Terms and Conditions. After you submit an order, we may send an acknowledgment confirming that we received it. That acknowledgment does not necessarily mean that we have accepted your order.

A contract is formed when we confirm that your order has been accepted. We may decline or cancel an order before acceptance, including where a product is unavailable, there is an error in the product or pricing information, or we are unable to process the payment. If we cancel an order after payment has been taken, we will refund the amount paid for the canceled order to the original payment method.

You are responsible for ensuring that the information you provide when ordering, including your delivery address and contact details, is complete and accurate.

5. Prices and Payment

All prices, charges, and payments on the Website are in US dollars ($). The total price payable will be shown during checkout before you submit your order. You authorize us or our payment service providers to charge your selected payment method for the total amount shown at checkout.

Payment must be authorized before an order is processed. If payment is not authorized or is later reversed, we may delay, decline, or cancel the order.

We take reasonable steps to display accurate prices. If a pricing error affects your order, we may contact you to confirm whether you wish to proceed at the correct price or cancel the order. If we cannot contact you using the details provided, or you do not accept the corrected price, we may cancel the order and refund any amount paid.

6. Shipping, Delivery, and Risk of Loss

Orders are processed within 1–3 business days. Estimated delivery is 5–10 business days after dispatch. Delivery times are estimates, not guarantees, and may be affected by circumstances outside our control. Further information is set out in the Shipping Policy.

All orders are shipped DDP (Delivered Duty Paid). Planet of Pets Ltd pays all import duties, taxes, customs fees, and brokerage fees. You will not be required to pay these charges.

Risk of loss passes to you upon delivery. If an item is damaged, defective, or incorrect, or a parcel is lost, please contact us at hello@planetofpetsltd.com within 48 hours of delivery. For a lost parcel, contact us as soon as tracking shows a problem. Please provide photographs where applicable. We will offer a replacement or a full refund at no cost to you, including return shipping where applicable. Further details are set out in the Shipping Policy and Refund and Returns Policy.

7. Cancellations, Returns, and Refunds

You may cancel an order free of charge at any time before it is dispatched by emailing hello@planetofpetsltd.com. After dispatch, the returns process applies.

You may request a return within 14 days from the date of delivery. Return authorization must be obtained by contacting hello@planetofpetsltd.com before sending an item back. Items must be unused, in their original condition and packaging, with tags and proof of purchase. Gift cards, personalized or custom-made items, and sealed hygiene or personal care items once unsealed are non-returnable, except where required by law.

We pay return shipping for damaged, defective, or incorrect items. For change-of-mind returns, you pay return shipping. Refunds are issued to the original payment method within 14 days of our receiving and inspecting the returned item. Original shipping charges are refunded only for damaged, defective, or incorrect items. We do not offer direct exchanges; you may return an eligible item for a refund and place a new order.

Full details are set out in the Refund and Returns Policy. Nothing in these Terms and Conditions limits any rights you may have under applicable consumer protection law.

8. Privacy

We handle personal information in accordance with the Privacy Policy. We do not sell personal data. Order and transaction records are retained for 6 years for tax and accounting purposes. For privacy requests or questions, contact hello@planetofpetsltd.com.

9. Intellectual Property

The Website and its content, including text, graphics, photographs, logos, designs, and software, are owned by or licensed to Planet of Pets Ltd and are protected by applicable intellectual property laws.

You may access and use the Website for personal, non-commercial purposes. You must not copy, reproduce, distribute, modify, publish, create derivative works from, or commercially exploit Website content without our prior written permission, except where applicable law permits.

10. Third-Party Services and Links

The Website may include links to third-party websites or use third-party services, including payment services. We do not control and are not responsible for the content, policies, availability, or practices of third parties. Your use of third-party services may be subject to their own terms and policies.

11. Disclaimers and Limitation of Liability

To the extent permitted by law, the Website and its content are provided on an “as is” and “as available” basis. We do not guarantee that the Website will be uninterrupted, error-free, or free of harmful components.

Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence. Nothing in these Terms and Conditions affects any non-waivable consumer rights.

Subject to the foregoing, to the extent permitted by law, Planet of Pets Ltd will not be liable for indirect or consequential losses, or losses that were not reasonably foreseeable when the relevant contract was formed. Where we are liable for a loss arising from a purchase, our liability is subject to applicable law and does not limit any remedy to which you are legally entitled.

12. Events Outside Our Control

We are not responsible for delay or failure to perform obligations caused by events outside our reasonable control, including natural disasters, public health events, labor disputes, transport disruptions, governmental action, or interruption of utilities or communications. We will take reasonable steps to reduce the effects of such events and resume performance when practicable.

13. Changes to These Terms

We may update these Terms and Conditions from time to time. The revised version will be posted on the Website with an updated “Last Updated” date. Changes apply from the date they are posted and do not alter the terms of an order already accepted, except where required by law.

14. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising from them are governed by the laws of the country or jurisdiction where Planet of Pets Ltd’s address is located. The courts of that country or jurisdiction will have jurisdiction, subject to any mandatory consumer protections or rights that apply to you.

15. General

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in effect. Any invalid or unenforceable provision will be treated as modified to the minimum extent necessary to make it valid and enforceable, where permitted by law.

Our failure to enforce a provision does not waive our right to enforce it later. These Terms and Conditions, together with the policies referenced in them, set out the terms governing your use of the Website and purchases from us, subject to any rights that cannot lawfully be excluded.

16. Contact Us

For questions, complaints, cancellations, returns, or other requests relating to these Terms and Conditions, contact:

Planet of Pets Ltd 23, Gainsborough Road, London, E15 3AG, UNITED KINGDOM Email: hello@planetofpetsltd.com Website: https://planetofpetsltd.com