Terms of service

Welcome to Browns Pet Shop.

These Terms of Service govern your use of our website and your purchase of products from Browns Pet Shop. By accessing our website, placing an order, or purchasing from us, you agree to these Terms of Service together with any other policies referenced on our website.

Please read these terms carefully before using our website or placing an order.

Nothing in these Terms of Service limits or excludes any statutory rights or remedies available to consumers under applicable UK law.

1. About Browns Pet Shop

Business Name: Browns Pet Shop
Email: support@brownspetshop.com
Telephone: +44 1241 873280
Physical Store: 249 High Street, Arbroath DD11 1ED, United Kingdom

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

You can contact us using the details above if you have questions about an order, product, payment, delivery, return, refund, or these Terms of Service.

2. Eligibility to Use Our Website

You may use our website only for lawful purposes.

By placing an order with us, you confirm that:

The information you provide is accurate and complete.
You are legally capable of entering into a purchase contract.
You are authorised to use the payment method provided.
You will not use our website for fraudulent, unlawful, or abusive purposes.

If you are purchasing a product that is subject to an age restriction or another legal requirement, you must satisfy all applicable requirements before completing the purchase.

3. Product Information

We aim to provide clear and accurate information about the products offered by Browns Pet Shop.

Product descriptions may include information such as:

Product type
Materials
Dimensions
Colours
Features
Intended use
Care information
Safety information
Package contents

We make reasonable efforts to ensure that descriptions, photographs, prices, and other product information are accurate.

However, colours and appearance may vary slightly depending on lighting, photography, screen settings, manufacturing variation, or other reasonable factors.

Minor variations that do not materially affect the nature or functionality of a product may occur.

Nothing in this section affects your statutory rights where goods are faulty, not as described, or otherwise fail to meet applicable legal requirements.

4. Product Availability

All products are subject to availability.

Adding an item to your shopping cart does not reserve the product.

In rare circumstances, a product may become unavailable after an order has been submitted.

If we cannot supply an ordered product, we will contact you and, where appropriate, cancel the affected item and issue any applicable refund.

We are not required to provide an unavailable product where doing so is impossible, subject to any rights you may have under applicable law.

5. Orders

When you submit an order, you are making an offer to purchase the selected products.

Receiving an automated order confirmation does not necessarily mean that your order has been accepted.

An order is accepted when we confirm acceptance or begin fulfilling or dispatching the order, depending on our order-processing procedure.

We reserve the right to decline or cancel an order where reasonably necessary, including where:

A product is unavailable.
Payment cannot be authorised.
Incorrect billing or delivery information has been provided.
We reasonably suspect fraud or unauthorised payment activity.
A clear pricing or product-information error has occurred.
We cannot lawfully supply the product.
The order breaches these Terms of Service.

If we cancel an order after receiving payment, any amount due back to you will be refunded to the appropriate payment method.

6. Prices

Product prices are displayed on our website before you complete your purchase.

Prices will be shown in the applicable currency and will include taxes where required by law.

Any applicable delivery charges or other required costs will be displayed or explained before you complete your order.

We may change product prices from time to time. A price change will not normally affect an order that has already been accepted, except where permitted or required by law.

7. Pricing and Website Errors

We take reasonable care to ensure product information and prices are accurate.

However, occasional errors may occur.

If we discover an obvious pricing, description, or technical error affecting your order, we may contact you before fulfilling the order.

Where appropriate, you may be given the option to:

Continue with the order at the correct price or information; or
Cancel the affected order.

If an order is cancelled because of an error after payment has already been taken, an appropriate refund will be issued.

Nothing in this section allows us to disregard any binding consumer rights or obligations under applicable law.

8. Payments

You must provide valid and authorised payment information when placing an order.

Payment may be subject to verification and approval by your card issuer, bank, payment processor, or other payment provider.

We are not responsible for payment being declined by your financial institution or payment provider.

You must not:

Use a payment method without authorisation.
Provide false billing information.
Attempt fraudulent transactions.
Interfere with the payment process.

Payment details may be processed by third-party payment providers in accordance with their applicable security and privacy practices.

9. Shipping and Delivery

Orders are shipped according to the delivery information and shipping options made available during checkout and described in our Shipping Policy.

Estimated delivery times are estimates unless a specific delivery date has been expressly agreed.

We will make reasonable efforts to deliver orders within the applicable timeframe.

Delivery may occasionally be affected by circumstances outside our reasonable control, such as carrier delays, severe weather, transportation disruption, or other unexpected events.

Where a delivery delay gives you statutory cancellation or other consumer rights, those rights remain unaffected.

Please ensure that your shipping address is complete and accurate before submitting your order.

10. Delivery Address

Customers are responsible for reviewing the delivery address before completing an order.

If you notice an incorrect address, contact us as soon as possible.

We may be able to update an address before an order enters processing or dispatch, but we cannot guarantee that changes will be possible once fulfilment has begun.

If an order cannot be delivered because incorrect or incomplete address information was provided, additional delivery arrangements or costs may apply where legally permitted and reasonable.

11. Order Cancellations

Please contact us as soon as possible if you wish to cancel an order.

We may be able to cancel an order before it has entered the processing or dispatch stage.

Once an order has been dispatched, we may not be able to stop the shipment through our order-processing system.

For qualifying online or distance purchases, statutory cancellation rights may apply separately from our operational ability to stop an order before dispatch.

Any applicable statutory cancellation rights remain unaffected.

12. Returns and Refunds

Returns and refunds are governed by our Return & Refund Policy and applicable UK consumer law.

Under our voluntary return policy, most eligible products may be returned within 30 calendar days of delivery, subject to the conditions stated in our Return & Refund Policy.

Approved refunds under our voluntary policy are normally processed within 10 business days after the returned product has been received and inspected.

Additional processing time may be required by your bank, card issuer, or payment provider.

Where statutory cancellation, faulty-goods, or other consumer rights apply, the relevant legal requirements will take priority over our voluntary policy.

13. Faulty, Damaged, or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives:

Damaged
Defective
Incorrect
Not as described
Otherwise not compliant with applicable legal requirements

please contact us promptly at support@brownspetshop.com.

Include your order number, details of the issue, and photographs where appropriate.

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, exchange, refund, or another legally required solution.

Nothing in these Terms of Service limits your statutory rights regarding faulty or misdescribed goods.

14. Pet Product Safety

Pet owners are responsible for selecting products that are appropriate for their individual pets and using products in accordance with any instructions, warnings, or intended-use information supplied with them.

Where appropriate:

Supervise pets while using toys or accessories.
Select products suitable for your pet's size, age, and behaviour.
Inspect products regularly for signs of wear or damage.
Remove damaged products where continued use may present a safety risk.
Keep packaging and small detachable components away from pets and children where appropriate.
Follow cleaning, care, feeding, and product-specific instructions.

No pet toy or accessory should automatically be considered indestructible unless expressly stated.

These safety recommendations do not affect any legal responsibility we may have for defective or unsafe products.

15. Website Use

You agree not to misuse our website.

You must not knowingly:

Use the website for unlawful or fraudulent purposes.
Attempt to gain unauthorised access to our systems.
Introduce viruses, malware, malicious code, or other harmful technology.
Interfere with website security or operation.
Collect customer or website data without lawful authorisation.
Use automated systems in a way that materially disrupts our website.
Impersonate another person or provide deliberately false information.
Use our website in a way that infringes the rights of another person or organisation.

We may restrict access where reasonably necessary to protect our website, customers, business, or legal interests.

16. Intellectual Property

Unless otherwise stated, content made available through the Browns Pet Shop website, including our branding, graphics, website design, written content, and other original materials, is owned by or licensed to Browns Pet Shop and is protected by applicable intellectual property laws.

You may use the website for personal, non-commercial shopping purposes.

You may not reproduce, distribute, sell, commercially exploit, or substantially copy protected website content without permission unless permitted by applicable law.

Third-party trademarks, product names, logos, or other intellectual property remain the property of their respective owners.

17. Customer Reviews and Submitted Content

If our website allows customers to submit reviews, photographs, comments, or other content, submissions must be lawful and genuine.

You must not knowingly submit:

False or misleading reviews.
Content that infringes another person's rights.
Unlawful, threatening, defamatory, or abusive material.
Malicious software or harmful code.
Promotional spam unrelated to the relevant product or service.

We may moderate or remove content where reasonably necessary and permitted by law.

We will not require customers to submit only positive reviews.

18. Third-Party Services and Links

Our website may contain links to or integrations with third-party services, such as:

Payment providers
Delivery providers
Social media platforms
Tracking services
External websites

Third-party services may operate under their own terms and privacy policies.

We are not responsible for independent third-party websites or services that are outside our reasonable control.

Nothing in this section limits any responsibility that Browns Pet Shop cannot lawfully exclude.

19. Privacy and Personal Information

Personal information submitted through our website is handled in accordance with our Privacy Policy and applicable data protection requirements.

Information may be shared with service providers where reasonably necessary to process payments, fulfil orders, deliver products, prevent fraud, provide customer support, or operate our website.

Please review our Privacy Policy for more information about how personal information is collected, used, stored, and protected.

20. Website Availability

We aim to keep our website available and functioning properly.

However, uninterrupted access cannot always be guaranteed.

The website may occasionally be unavailable because of:

Maintenance
Security updates
Technical problems
Hosting disruption
Third-party service failures
Circumstances outside our reasonable control

We may update, maintain, or modify the website when reasonably necessary.

21. Our Responsibility to Consumers

Nothing in these Terms of Service excludes or limits liability where doing so would be unlawful.

In particular, nothing in these terms is intended to exclude or restrict responsibility for matters that cannot lawfully be excluded, including applicable liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Faulty goods where statutory responsibility applies.
Goods that are not as described.
Any other matter for which liability cannot legally be excluded or restricted.

Where permitted by law, Browns Pet Shop will not be responsible for losses that were not reasonably foreseeable when the contract was formed or losses arising from circumstances for which we are not legally responsible.

These provisions do not affect your statutory consumer rights.

22. Events Outside Our Reasonable Control

We will not be responsible for a failure or delay in performing an obligation where the failure or delay results from circumstances outside our reasonable control, to the extent permitted by law.

Such circumstances may include significant transportation disruption, severe weather, natural disasters, major network failures, industrial disruption, government restrictions, or similar events.

If such an event materially affects your order, we will take reasonable steps to minimise disruption and communicate with you where appropriate.

Any mandatory consumer rights relating to delayed or failed performance remain unaffected.

23. Changes to These Terms

We may update these Terms of Service from time to time to reflect:

Changes to our business operations.
Changes to our website or services.
Legal or regulatory requirements.
Changes to our policies or procedures.
Security or technical requirements.

Updated terms will be published on our website with the applicable effective or updated date.

Changes will not remove statutory rights that have already arisen in relation to an existing order.

24. Severability

If any provision of these Terms of Service is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

Any invalid provision will be interpreted or adjusted only to the extent necessary to make it lawful and enforceable where appropriate.

25. No Waiver

If Browns Pet Shop does not immediately enforce a provision of these Terms of Service, this does not automatically mean that we have waived our right to enforce it later.

Similarly, nothing in these terms prevents a consumer from exercising any statutory right available under applicable law.

26. Governing Law and Consumer Rights

These Terms of Service and purchases made from Browns Pet Shop are governed by the applicable laws of Scotland and the United Kingdom, subject to any mandatory consumer protections that apply to you.

If you are a consumer, nothing in these terms removes any mandatory legal protections or rights regarding where you may bring a claim or seek a remedy.

We encourage customers to contact us first if a dispute arises so that we can attempt to resolve the matter.

27. Contact Information

For questions regarding these Terms of Service, an order, or our website, please contact:

Browns Pet Shop
249 High Street
Arbroath DD11 1ED
United Kingdom

Email: support@brownspetshop.com
Telephone: +44 1241 873280