Terms of service

01. About Petlora

Petlora is a pet products business offering products to customers in the United Kingdom.

02. Using Our Website

By using petlora.co.uk, you agree to use the website lawfully and in a way that does not interfere with its operation, security or availability.

You must not use the website for fraudulent, unlawful or harmful purposes.

03. Products and Product Information

We make reasonable efforts to ensure that product descriptions, photographs, prices and other information displayed on our website are accurate and up to date.

Product colours and appearance may vary slightly depending on your device, screen settings, lighting and the materials used.

We reserve the right to correct errors, update product information or make changes to products where necessary.

04. Prices

Product prices are displayed on the website in the applicable currency before you complete your purchase.

We may change prices from time to time. Any price change will not affect an order that has already been accepted.

We make reasonable efforts to ensure that pricing information is accurate. If a significant pricing error occurs, we will contact you before processing the order where appropriate.

05. Orders

When you place an order through our website, you are making an offer to purchase the products selected at the displayed price.

After placing an order, you will normally receive an order confirmation by email.

An order confirmation does not necessarily mean that the order has been accepted. We may need to review the order before accepting it.

We may contact you if there is a problem with your order, including an issue with payment, product availability, pricing or delivery information.

06. Payment

We accept major payment methods available at checkout, including credit and debit cards.

Payment must be successfully authorised before an order can be processed.

Payment information is processed through secure payment providers. We do not need to store your full payment card details on our own systems.

07. Delivery

We currently deliver to customers within the United Kingdom.

Standard delivery is free.

Our estimated delivery time is generally 4–8 business days.

Order processing and handling normally takes 1–2 business days, followed by an estimated carrier transit time of approximately 3–6 business days.

We will provide available delivery information during checkout and in your order confirmation.

08. Returns, Refunds and Exchanges

Petlora offers a 90-day return period for eligible products.

We offer free returns for eligible returns under our return policy.

We also accept exchanges for eligible products.

For complete information about return conditions, return procedures and refunds, please see our Refund & Returns Policy .

Nothing in our return policy or these Terms limits your statutory consumer rights.

09. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, incorrect or not as described, please contact us as soon as possible.

We will review the issue and provide an appropriate remedy where required, which may include a repair, replacement, exchange or refund.

Your statutory rights regarding faulty or misdescribed goods are not affected by these Terms.

10. Intellectual Property

Unless otherwise stated, the content of the Petlora website, including text, photographs, graphics, logos, designs and other materials, belongs to Petlora or is used with appropriate permission.

You may not reproduce, copy, modify, distribute or commercially use our website content without appropriate permission.

11. Website Availability

We aim to keep our website available and functioning properly, but we cannot guarantee that the website will always be available, uninterrupted or completely free from errors.

We may temporarily suspend or modify parts of the website for maintenance, security, updates or other operational reasons.

12. Third-Party Services and Links

Our website may contain links to third-party websites or use third-party services such as payment, delivery, analytics or other technology providers.

Third-party services may have their own terms and privacy policies. We recommend reviewing those policies where appropriate.

13. Privacy

Your use of our website is also subject to our Privacy Policy , which explains how we collect, use and protect personal information.

14. Limitation of Liability

Nothing in these Terms excludes or limits any liability or responsibility that cannot legally be excluded or limited under applicable law.

In particular, these Terms do not limit your statutory rights as a consumer or our responsibility for matters such as faulty goods or goods that are not as described where the law does not allow such responsibility to be excluded.

15. Events Outside Our Reasonable Control

We may not be responsible for delays caused by circumstances outside our reasonable control, such as severe weather, transport disruption, strikes, service interruptions, natural disasters or other events that could not reasonably have been prevented.

Where such an event affects your order, we will take reasonable steps to keep you informed and help resolve the situation.

16. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes to our business, website, products or applicable legal requirements.

The version of the Terms in effect at the time you place an order will generally apply to that order.

17. Governing Law

These Terms are governed by the laws applicable in the United Kingdom, subject to any mandatory consumer protections that apply to you.

If you are a consumer, you will retain any mandatory rights and protections provided by the law that applies to your purchase.

18. Contact Us

If you have any questions about these Terms or your order, please contact us: