Last updated: 2 November 2026
1. About these terms
Pet House ("we", "us") operates this website, pethous.com, from 128 City Road, London EC1V 2NX, United Kingdom (email: info@pethous.com). The store is powered by Shopify. By using the site or placing an order you agree to these terms, our Privacy policy, our Shipping policy and our Refund policy.
2. Our products
We try to describe and show our products accurately. Colours can look different on different screens, and sizes may vary slightly. Please read the size and colour details on each product page before ordering.
3. Orders
When you place an order you are making an offer to buy. A contract is formed when we confirm that we have accepted your order (usually by email). We may decline an order, for example if an item is out of stock, if there is an error in the price or description, or if we suspect fraud. If we decline an order after you have paid, we will refund you in full.
4. Prices and payment
All prices are in pounds sterling (GBP) and include VAT where applicable. Delivery to UK addresses is free. The price you pay is the price shown when you place your order. Payment is taken at checkout through our payment providers. If a price is clearly wrong because of an obvious mistake, we may cancel the order and refund you.
5. Delivery
We deliver within the United Kingdom. Delivery times and conditions are set out in our Shipping policy. Delivery times are estimates. Where we are late, your legal rights still apply, including the right to end the contract if we do not deliver within a reasonable time.
6. Cancellations and returns
You can cancel and return your order under the terms of our Refund policy. This does not affect your legal rights as a consumer.
7. Faulty goods
All goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, please contact us as described in our Refund policy. Your legal rights under the Consumer Rights Act 2015 apply.
8. Using the site
Please use the site only for lawful purposes. You must not copy, scrape or resell our content, interfere with the site's security, or send us anything harmful or abusive. We may restrict access to anyone who breaks these rules.
9. Intellectual property
The Pet House name, logo, text, images and design belong to us or our licensors. You may view the site for personal use, but you may not copy or reuse its content without our written permission.
10. Product use and pets
Our products are for ordinary pet use. Please supervise your pet with any new product, follow the size and weight guidance on the product page, and stop using a product that is damaged.
11. Our liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else we cannot lawfully limit, and nothing affects your statutory rights. Subject to that, we are not liable for losses that were not a reasonably foreseeable result of us breaking these terms, or for business losses, as the site is for personal, non-commercial use.
12. Personal data
We handle your personal data as described in our Privacy policy.
13. Changes
We may update these terms from time to time. The version on this page when you place your order applies to that order.
14. Governing law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may also bring a claim in your local courts. Disputes will be decided by the courts of England and Wales, unless your local law gives you a right to use your own courts.
15. Contact
Questions about these terms? Email info@pethous.com or write to Pet House, 128 City Road, London EC1V 2NX, United Kingdom.