Terms of Service

Last updated: 27 July 2026

These Terms of Service apply to purchases and use of the website operated by:

North East Pets Limited
Trading as The North East Pet Shop / NE Pet Supplies
Company number: 14218298
Registered office: Unit 8 A&B, Victoria Industrial Estate, Hebburn, England, NE31 1UB
Email: info@nepets.co.uk

Throughout these Terms, “we”, “us” and “our” refer to North East Pets Limited.

By using our website or placing an order with us, you agree to these Terms together with any policies referenced within them.

Nothing in these Terms affects your statutory rights as a consumer.

1. Our Website

We provide this website through Shopify and use it to offer pet products, services and other goods for sale.

You must not misuse our website, attempt to interfere with its operation, introduce malicious software, access it unlawfully or use it for any fraudulent or illegal purpose.

We may update, change or temporarily withdraw parts of the website where reasonably necessary.

2. Product Information

We take reasonable care to ensure that product descriptions, photographs, prices, sizes and other information are accurate.

Colours and appearance may vary slightly depending on your screen or device.

Packaging, branding, ingredients or product specifications may occasionally be changed by manufacturers before our website is updated. Where a change is significant, we will take reasonable steps to make this clear.

You should always check product packaging, labels and manufacturer information before using a product, particularly where allergies, intolerances, medical conditions or dietary requirements are involved.

Information provided on our website is not intended to replace professional veterinary advice. If you are concerned about your pet's health or wellbeing, please seek advice from a qualified veterinary professional.

3. Placing an Order

When you submit an order, you are offering to purchase the products in your basket.

After you place an order, we will normally send an email confirming that we have received it.

This acknowledgement does not necessarily mean that we have accepted the order.

A contract between you and us is formed when we accept your order, normally when:

• we dispatch the goods;
• we confirm that a Click & Collect order is ready; or
• we otherwise expressly confirm acceptance.

We may decline or cancel an order before acceptance where reasonably necessary, including where:

• a product is unavailable;
• we cannot deliver to the address supplied;
• payment cannot be authorised;
• the order appears fraudulent;
• an obvious pricing or product-information error has occurred; or
• a legal or regulatory restriction prevents us from supplying the order.

If we cancel an order after taking payment, we will refund the amount due.

4. Prices

Prices displayed on our website are the prices applicable at the time shown and may change from time to time.

Any applicable taxes will be included or disclosed as required.

Delivery charges are shown separately where applicable and will be displayed before you complete your purchase.

Pricing Errors

Despite our best efforts, an item may occasionally be incorrectly priced.

If we discover an obvious pricing error before accepting your order, we may contact you and give you the option to:

• continue with the order at the correct price; or
• cancel the affected item or order for a full refund.

We will not take an additional payment simply because a pricing error has been discovered without first obtaining your agreement.

Nothing in this section affects your statutory rights.

5. Payment

Payment methods available at checkout may include debit or credit cards and supported third-party payment providers.

Payment services may be provided by Shopify Payments, PayPal, Klarna, Clearpay or other payment providers displayed at checkout.

Additional terms from those providers may apply when you choose their service.

You are responsible for ensuring that the payment information you provide is accurate and that you are authorised to use the chosen payment method.

6. Availability

All products are subject to availability.

Our catalogue includes products held by us as well as products that may be sourced from suppliers.

Occasionally an item may become unavailable after an order has been placed.

Where this happens, we will contact you where appropriate and may:

• offer a suitable alternative with your agreement;
• refund the unavailable item; or
• cancel and refund the affected order.

We will not substitute a materially different product without your agreement.

7. Delivery

Delivery options, charges and estimated timescales are shown during checkout and are explained further in our Shipping Policy.

Most standard UK orders are currently dispatched within approximately 2–5 working days, although some large, heavy, specialist or supplier-sourced products can take longer.

Dispatch estimates are not guaranteed delivery dates unless we expressly state otherwise.

We will take reasonable steps to deliver your order within the agreed timeframe and in accordance with applicable consumer law.

Further information about:

• Standard UK Delivery;
• large and heavy items;
• raw and frozen food;
• pallet delivery;
• Highlands and remote areas; and
• delivery delays

can be found in our Shipping Policy.

8. Click & Collect

Click & Collect orders can be collected from:

The North East Pet Shop
Unit 8 A&B
Victoria Industrial Estate
Hebburn
NE31 1UB

Please wait until we confirm that your order is ready for collection before travelling to the shop.

You may be asked to provide your order confirmation or suitable identification when collecting an order.

9. Local Delivery

Local delivery may be offered to eligible addresses.

Availability, delivery charges and any applicable minimum order requirements will be displayed at checkout.

Where our team needs to arrange delivery directly with you, we may contact you using the details supplied with your order.

10. Cancellation and Returns

Your cancellation and return rights are explained in our Returns & Refunds Policy.

For most goods purchased online, consumers have a statutory right to cancel within 14 days of receiving the goods, subject to applicable exceptions.

Certain goods may be excluded from change-of-mind cancellation rights, including some:

• personalised goods;
• perishable goods;
• frozen or temperature-sensitive goods; and
• sealed hygiene-related goods once opened.

These exceptions do not remove your legal rights where goods are faulty, damaged, incorrect or not as described.

Where you request cancellation before fulfilment, we will try to stop the order before dispatch. If it has already been dispatched, the relevant return procedure may apply.

Please see our Returns & Refunds Policy for full details.

11. Faulty, Damaged or Misdescribed Goods

Goods must meet the standards required by UK consumer law.

Where goods are faulty, not as described or do not do what they are supposed to do, you may have statutory rights to a refund, repair, replacement or other remedy.

Consumers can have a short-term right to reject qualifying faulty goods within 30 days, with further repair or replacement rights potentially applying afterwards.

Nothing in these Terms limits those rights.

12. Raw and Frozen Products

Raw and frozen pet food is temperature-sensitive and requires appropriate handling.

Please ensure that you are able to receive and appropriately store frozen products when delivered.

Because these products may deteriorate rapidly, different cancellation and return rules may apply.

If frozen goods arrive damaged, incorrectly supplied or in an unacceptable condition, contact us as soon as possible.

Further details are available in our Shipping and Returns policies.

13. Services and Appointments

We may sell or book services through our website, including pet-related appointments or other services.

The service description will explain what is included and any relevant appointment arrangements.

Where a service is purchased online and you ask us to begin providing it during a statutory cancellation period, different cancellation rules can apply.

Where required, we will obtain the necessary consent before starting the service.

UK distance-selling rules require businesses to explain cancellation rights and circumstances where a customer may need to pay for services already provided.

14. Subscription Purchases

Some products may be available through a recurring subscription.

Before you subscribe, the applicable:

• product;
• price;
• delivery or billing frequency; and
• recurring nature of the purchase

will be displayed.

By purchasing a subscription, you authorise recurring payments in accordance with the option selected at checkout.

Details about managing or cancelling subscriptions are set out in our Purchase Options Cancellation Policy and any information shown when you subscribe.

Subscription purchases remain subject to applicable consumer law.

15. Promotions and Discount Codes

Discount codes and promotional offers may be subject to additional conditions displayed with the promotion.

Unless stated otherwise:

• promotions cannot normally be exchanged for cash;
• only one discount code may be accepted per order where the checkout restricts combinations;
• promotions may have an expiry date; and
• we may withdraw or correct a promotion affected by an obvious error.

Nothing in a promotion limits your statutory rights.

16. Gift Cards and Store Credit

Gift cards, vouchers or store credit may be subject to additional terms shown when they are issued or purchased.

They cannot normally be exchanged for cash except where required by law.

17. Optional Charity Donations

Where our checkout provides an option to make a voluntary charitable donation, the donation is entirely optional and is separate from the price of the goods being purchased.

Where we state that donations will support local animal charities or rescue organisations, we will use those amounts for that stated purpose.

A customer does not need to make a donation in order to complete a purchase.

18. Third-Party Services and Links

Our website may contain integrations or links provided by third parties.

Examples can include payment providers, delivery companies, social networks or other services.

We are not responsible for the content or operation of websites that we do not control.

Your use of a third-party service may also be subject to that provider's own terms and privacy policies.

19. Personal Information

Our collection and use of personal information is explained in our Privacy Policy.

Shopify and other service providers may process information on our behalf where necessary to operate the store, process payments, fulfil orders or provide other services.

20. Our Responsibility to You

We do not exclude or limit liability where doing so would be unlawful.

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• your statutory consumer rights; or
• any other liability that cannot lawfully be excluded.

We are responsible for losses that are a foreseeable result of us breaching our contract with you or failing to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

Unless we specifically agree otherwise, products sold through our consumer website are provided for personal and domestic use. We are not responsible for business losses such as loss of profits, revenue or business opportunity arising from a consumer purchase, except where the law requires otherwise.

21. Events Outside Our Reasonable Control

Occasionally our ability to fulfil an order may be affected by circumstances outside our reasonable control, such as:

• severe weather;
• courier disruption;
• transport disruption;
• industrial action;
• supplier disruption;
• power or communications failures; or
• other exceptional events.

We will take reasonable steps to minimise disruption and will contact affected customers where appropriate.

This does not remove any rights you have under consumer law.

22. Changes to These Terms

We may update these Terms from time to time to reflect changes to our business, website, services or applicable law.

The version applying to an order will normally be the version in effect when that order was placed.

23. Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

24. Governing Law

These Terms are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you retain any mandatory rights available to you under the law applicable where you live.

Nothing in these Terms prevents you from exercising rights regarding where consumer proceedings may lawfully be brought.

25. Contact Us

Questions about these Terms or an order can be sent to:

North East Pets Limited
Trading as The North East Pet Shop / NE Pet Supplies
Unit 8 A&B
Victoria Industrial Estate
Hebburn
NE31 1UB
United Kingdom

Email: info@nepets.co.uk
Company number: 14218298