Payment Policy

Thank you for shopping with Browns Pet Shop.

This Payment Policy explains how payments are accepted, authorised, verified, processed, and refunded when you place an order through brownspetshop.com.

By placing an order and completing checkout, you agree to the payment terms outlined below.

Nothing in this policy limits any statutory rights available to consumers under applicable UK law.

1. Payment Processing

Payments for online orders are processed securely through Ownerpay and the payment services made available during checkout.

All payments are subject to authorisation and verification by the relevant bank, card issuer, payment provider, or payment-processing service.

An order cannot be successfully completed unless the required payment has been authorised.

If payment is declined, unsuccessful, or cannot be verified, your order may not be accepted or processed.

2. Accepted Payment Methods

Depending on the payment options available at checkout, accepted payment methods may include:

• Visa
• Mastercard
• American Express
• Discover
• Diners Club
• JCB
• Maestro
• Visa Electron

The payment methods available for a particular order will be displayed during checkout before payment is submitted.

Available payment methods may vary depending on the payment provider, card issuer, device, location, or checkout availability.

3. Currency

Unless otherwise clearly stated, all prices displayed on brownspetshop.com are shown in:

British Pounds Sterling (GBP / £)

Orders are charged in GBP when payment is completed.

If your payment account uses another currency, your bank, card issuer, or payment provider may apply:

• Currency conversion fees
• International transaction charges
• Other payment-related fees

Any such charges are determined by your financial institution or payment provider and are outside the control of Browns Pet Shop.

4. Payment Authorisation

When you submit an order, your selected payment method will normally be submitted for authorisation through the applicable payment provider.

If authorisation is unsuccessful, the order may not be confirmed.

If you experience a payment problem, please check:

• Your card or payment details
• Your billing address
• Available funds
• Card restrictions or limits
• Whether your payment method is still valid

You may also contact your bank or card issuer or try another payment method available at checkout.

5. Payment Verification

Some transactions may require additional verification before an order can be processed.

Where reasonably necessary, Browns Pet Shop may:

• Request additional order information
• Confirm billing or contact details
• Temporarily place an order on hold
• Review a transaction for suspected fraud or unauthorised activity
• Cancel an order if payment verification cannot be completed

These checks help protect customers, payment providers, and Browns Pet Shop against fraudulent or unauthorised transactions.

6. Billing Information

Customers are responsible for providing complete and accurate billing information during checkout.

This may include:

• Full name
• Billing address
• Contact details
• Required payment information

Incorrect, incomplete, or outdated information may result in:

• Payment failure
• Verification delays
• An order being placed on hold
• Order cancellation

Please review your billing and payment information carefully before completing your order.

7. Payment Security

Payments are handled through the secure third-party payment services available through our checkout.

Browns Pet Shop does not normally receive or store your complete card number or card security code.

Payment providers may use security measures including:

• Encryption
• Authentication
• Fraud-prevention systems
• Transaction monitoring
• Payment verification

Customers should never send complete card numbers, card security codes, passwords, or other sensitive payment credentials to Browns Pet Shop by email or general customer-support messages.

8. Order Confirmation

After an order has been successfully submitted and payment has been authorised, you will generally receive an order confirmation at the email address provided during checkout.

The confirmation may include:

• Order number
• Products ordered
• Delivery information
• Order total
• Payment status

Please review your order confirmation carefully.

If you notice an error, contact us as soon as possible at support@brownspetshop.com.

9. Pricing Errors

We make reasonable efforts to ensure that product prices and checkout information are accurate.

However, technical, administrative, or pricing errors may occasionally occur.

If an obvious pricing or checkout error is identified before fulfilment, we may:

• Contact you regarding the error
• Correct the applicable information
• Ask whether you wish to continue with the order
• Cancel the affected order
• Issue an appropriate refund if payment has already been taken

Nothing in this section limits any rights or obligations that apply under UK consumer law.

10. Taxes and Charges

Where applicable, VAT or other relevant taxes will be included or calculated in accordance with applicable requirements.

Before payment is submitted, the checkout will display the total amount payable.

Where applicable, this may include:

• Product price
• Delivery charges
• Applicable taxes
• Any other clearly disclosed charges

You will have an opportunity to review the total before completing payment.

11. Refunds

Approved refunds are normally issued to the original payment method used for the purchase.

Where a product return is required, refunds under our voluntary return policy are normally processed within 10 business days after the returned product has been received, inspected, and approved.

After Browns Pet Shop processes a refund, your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.

This additional processing time is controlled by the relevant financial institution or payment provider.

For full information regarding return eligibility, cancellations, and refund conditions, please review our Return & Refund Policy.

Where statutory refund requirements apply, the applicable legal timeframe will take priority.

12. Failed or Declined Payments

An order cannot be successfully completed where payment is declined or cannot be authorised.

Payment may fail because of:

• Incorrect payment details
• Insufficient funds
• Incorrect billing information
• Card restrictions
• Security checks
• Fraud-prevention checks
• An expired payment method
• Temporary payment-provider problems
• Bank or card issuer decisions

Browns Pet Shop does not control payment approval or decline decisions made by banks, card issuers, or independent payment providers.

If a payment is declined, you may need to contact your bank or payment provider for further information.

13. Duplicate or Unexpected Charges

If you believe you have been charged more than once or notice an unexpected transaction relating to Browns Pet Shop, please contact us.

To help us review the issue, please provide:

• Your full name
• Order number
• Transaction date
• Amount charged
• Relevant payment reference
• Screenshot where appropriate

Never send your complete card number or card security code by email.

Some pending transactions may be temporary payment authorisation holds rather than completed charges.

Your bank or card issuer can provide further information about pending transactions or authorisation holds.

14. Payment Disputes and Chargebacks

If you experience a payment-related problem, you may contact Browns Pet Shop so that we can review the issue.

Our customer support team may be able to:

• Review the transaction
• Check your order status
• Investigate a refund
• Review a duplicate or unexpected charge
• Correct an identifiable error
• Provide relevant order information

Nothing in this section limits any rights available through your bank, card issuer, payment provider, or applicable law.

15. Fraudulent or Unauthorised Transactions

Browns Pet Shop may review, hold, or cancel an order where there are reasonable concerns about:

• Fraud
• Unauthorised payment activity
• Misuse of payment information
• Suspicious transaction activity

We may request additional information where reasonably necessary to verify an order.

If you believe your payment method has been used without permission, please contact your bank or payment provider promptly.

If the transaction relates to Browns Pet Shop, you should also contact our customer support team.

16. Payment and Order Cancellations

If an order is cancelled before fulfilment and payment has already been collected, any applicable refund will normally be returned to the original payment method.

Once an order has entered processing or dispatch, immediate cancellation may not always be possible.

Applicable statutory cancellation rights for qualifying online purchases remain unaffected.

Please review our Return & Refund Policy for additional information.

17. Contact Information

If you have questions about payments, refunds, declined transactions, duplicate charges, or checkout issues, please contact:

Business Name: Browns Pet Shop

Physical Store:
249 High Street
Arbroath DD11 1ED
United Kingdom

Email: support@brownspetshop.com

Telephone: +44 1241 873280

Customer Service Hours:
Monday to Friday
9:00 AM – 5:00 PM

Website: brownspetshop.com

18. Important Payment Information

Please remember:

• All website prices are displayed in GBP (£) unless otherwise stated.
• Payments are processed through Ownerpay and the payment services available at checkout.
• Payment must be successfully authorised before an order can be confirmed.
• The payment methods currently available will be displayed during checkout.
• Customers are responsible for providing accurate billing information.
• Payment providers may conduct security or verification checks.
• Approved refunds are generally returned to the original payment method.
• Refunds under our voluntary return policy are normally processed within 10 business days after any required returned item has been received, inspected, and approved.
• Additional bank or payment-provider processing time may apply.
• Customers should never send complete card details or security codes by email.

19. Changes to This Payment Policy

Browns Pet Shop may update this Payment Policy from time to time to reflect changes to:

• Payment services
• Checkout options
• Business operations
• Security procedures
• Legal or regulatory requirements

Any updated version will be published on this page with a revised Last Updated date.

For payment-related questions, please contact support@brownspetshop.com.