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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.
You must be at least 18 years old to place an order with us. UK contract law gives minors only limited capacity to enter purchase contracts, and we cannot verify parental consent for individual orders. If you are between 13 and 17, please ask a parent or guardian to place the order on your behalf. If we discover that an order was placed by someone under 18 without parental authorisation, we may cancel the order and refund the original payment method. Account creation requires you to be at least 13 — the minimum age UK GDPR allows you to consent to your own data processing.
You may shop as a guest or create an account. If you create an account: you must provide accurate information and keep it up to date; you are responsible for keeping your password confidential and for any activity under your account; you must notify us promptly if you believe your account has been compromised. We may suspend or close accounts that breach these Terms, that we believe are being used fraudulently, or that have been inactive for more than 2 years. You can delete your account at any time from the account settings page — see our Privacy Policy for what happens to your data when you do.
All prices are displayed in British Pounds (GBP). VAT is included where applicable; at the time of writing, CHERYA HOLDINGS LIMITED is not VAT-registered and so VAT is not charged on top of the displayed price. We will update this when we cross the £90,000 VAT registration threshold. We make every effort to keep pricing accurate but reserve the right to correct genuine errors (see section 6 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 6.
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. You will receive an order confirmation email — this confirms your offer has reached us but is not itself acceptance of the contract.
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, if we cannot verify payment, or if we have reasonable grounds to suspect fraud or that the buyer is under 18 (see section 2). If we decline your order after taking payment, we will refund you in full within 5 working days to the original payment method.
Payment is taken at the time you place your order through our secure payment processor (Stripe). We accept major credit and debit cards plus Apple Pay and Google Pay. We do not see or store your full card details — only the last four digits and the card brand, for receipt purposes. Failed payments mean we have not received your order; please retry or contact us if the problem persists.
Promotional codes (e.g. WELCOME10) may be advertised on our site or sent by email. Unless we say otherwise: each code is single-use per customer; only one code can be applied per order; first-order codes are only valid if you have no prior non-cancelled orders, including orders placed as a guest under the same email address; codes have no cash value and cannot be transferred. We may withdraw or modify codes at any time, but a code already used on a completed order will be honoured.
We aim to dispatch within 1–7 working days depending on the item (some products are made-to-order or dropshipped from suppliers — the product page shows the estimated dispatch window for each item). 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). If a delivery doesn't arrive within 30 days of dispatch, contact us so we can investigate with the courier.
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, or use the model cancellation form included with your goods. 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, or within 14 days of receiving evidence that you have returned them, whichever is earlier.
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 12).
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 (some items are returned to the supplier rather than to us). Please obtain proof of postage — we cannot refund items lost in return transit if no postage proof exists. Refunds are issued to the original payment method.
If you've bought an item from us, you may leave a review. By submitting a review you confirm: the review reflects your honest opinion based on actual experience; you are the author and own the rights to the text and any images you submit; the review does not contain anything unlawful, defamatory, abusive, obscene, infringing of third-party rights, or otherwise inappropriate. We may edit reviews for length or remove them entirely without notice. You grant us a worldwide, royalty-free licence to publish, reproduce and distribute your review on the website and in our marketing materials. Fake or paid-for reviews are prohibited under the Digital Markets, Competition and Consumers Act 2024 and we will remove and report any we identify.
You agree not to: use automated tools to scrape, copy or harvest content from the site; place orders in bulk for resale without contacting us first; attempt to interfere with the security of the site, our payment processor, or other users' accounts; impersonate another person or submit false information; use the site for any unlawful purpose. We may suspend access, cancel orders, or take legal action against anyone who breaches these rules.
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. Our maximum liability for any direct loss is the amount you paid for the order in question. Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; defective products under the Consumer Protection Act 1987; any other liability that cannot be excluded under UK law.
The website, our brand, our logo, product photography, and original content are owned by CHERYA HOLDINGS LIMITED or licensed to us. You may not copy, redistribute, or use them for commercial purposes without our written permission, except for reasonable personal use such as sharing a product link with a friend. Brand names of products we resell remain the trademarks of their respective owners.
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. We will keep older versions on request for 12 months. 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.