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Premium products for your beloved companions.
The Pet Headquarters is a trading name of CHERYA HOLDINGS LIMITED, a company registered in England and Wales (company no. 17203315). Our registered office is 167-169 Great Portland Street, London, W1W 5PF. Contact us at contact@thepetheadquarters.co.uk. These Terms govern your use of our website and the purchase of products from us. By placing an order you accept these Terms. They are governed by the laws of England and Wales and any dispute is subject to the exclusive jurisdiction of the English courts.
All prices are displayed in British Pounds (GBP) and include VAT where applicable. We make every effort to keep pricing accurate but reserve the right to correct genuine errors (see section 4 on order acceptance). Product descriptions, photographs and dimensions are for illustration; actual items may vary slightly. Stock displayed online is a guide and not a guarantee — see section 4.
When you place an order on our website, you are making an offer to purchase the products at the prices shown. Submitting an order does not yet form a contract between us.
The contract between us is formed only when we dispatch the goods to you and send you a dispatch confirmation. Until then, we may decline your order — for example if the product is out of stock, if there is a pricing error, or if we cannot verify payment. If we decline your order after taking payment, we will refund you in full within 5 working days.
Payment is taken at the time you place your order through our secure payment processor (Stripe). We accept major credit and debit cards. We do not see or store your full card details.
We aim to dispatch within 1–2 working days and deliver within the timeframe shown at checkout. Delivery estimates are guidance, not guarantees. Risk of loss passes to you on delivery. We are not liable for delays caused by events outside our reasonable control (e.g. courier strikes, extreme weather, customs delays).
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days, starting the day after you receive the goods. To cancel, email contact@thepetheadquarters.co.uk with your order number. You then have a further 14 days to return the goods. Goods should be returned in the same condition you received them, including original packaging where reasonably possible — you may handle the goods only as much as needed to establish their nature, characteristics and function (as you would in a shop). The cost of returning the goods is yours, unless the item is faulty or not as described. We will refund the full price you paid (including the original outbound shipping at the standard rate) within 14 days of receiving the goods back.
Items personalised to your specification (e.g. engraved with a name, printed with your photo) are exempt from the 14-day cancellation right under regulation 28(1)(b) of the Consumer Contracts Regulations 2013 — once made they cannot be resold. This does not affect your statutory rights if the item is faulty or not as described (see section 9).
Goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have these tiered remedies: within 30 days of delivery you have the short-term right to reject and get a full refund; from 30 days to 6 months we have one chance to repair or replace the item, and if that fails you can keep the item with a price reduction or return it for a refund; beyond 6 months the same applies but it's for you to show the defect was present at delivery. Nothing in these Terms affects these statutory rights.
Email contact@thepetheadquarters.co.uk with your order number before returning anything so we can give you the correct return address and any specific instructions. Please obtain proof of postage — we cannot refund items lost in return transit if no postage proof exists.
We are not liable for any indirect, incidental, or consequential losses arising from your use of our website or the products, except where liability cannot be excluded by law. Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded under UK law.
We may update these Terms from time to time. The version that applies to your order is the version live on the site when you placed it. Continued use of our website after a change constitutes acceptance of the updated Terms for future orders.
For any question about these Terms or your order, email contact@thepetheadquarters.co.uk or write to CHERYA HOLDINGS LIMITED, 167-169 Great Portland Street, London, W1W 5PF.