Terms of Service

Last updated: 24 August 2026

These Terms of Service ("Terms") govern your use of petzova.co.uk and any purchase you make from it. By browsing this website or placing an order, you agree to these Terms.

1. Who we are

This website is operated by Petzova ("Petzova", "we", "us", "our").

Trading address: Unit 20 C65 Witworth House, 28 Charles Street, Stockport, Greater Manchester SK1 3JR, United Kingdom
Email: contact@petzova.co.uk
Customer service hours: Monday to Friday, 9:00–17:00 UK time. We reply to every enquiry within 1 business day.

2. Eligibility

You must be at least 18 years old and legally able to enter a binding contract to place an order. By ordering, you confirm the payment details you provide are your own or that you are authorised to use them.

3. Products and descriptions

We sell pet comfort and wellness accessories. We describe and photograph our products as accurately as we can, but colours may vary between screens and packaging may occasionally differ from the images shown.

Important: our pet products are comfort and lifestyle accessories. They are not veterinary medical devices and are not intended to diagnose, treat, cure or prevent any illness or condition in an animal. If your pet is unwell or distressed, consult a qualified veterinary surgeon. All products should be used under supervision and in line with the instructions supplied.

4. Prices and currency

All prices are shown in Pounds Sterling (GBP, £) and include UK VAT where applicable. The total payable is always displayed before you complete your order. Standard delivery is free on every order.

Prices may change at any time, but changes never affect orders we have already accepted. If a product is listed at an incorrect price because of a technical or typographical error, we are not obliged to supply it at that price. We will contact you before dispatch so you can either proceed at the correct price or cancel for a full refund.

5. Orders and acceptance

Your order is an offer to buy. We send an order confirmation email acknowledging receipt, but the contract between us forms only when we dispatch the goods and send a dispatch confirmation.

We may decline or cancel an order where the item is out of stock, a pricing error has occurred, we cannot obtain payment authorisation, we suspect fraud, or we cannot deliver to your address. If we cancel after payment, we refund you in full.

6. Payment

We accept the payment methods displayed at checkout. Payment is taken at the time of order. Transactions are processed over an encrypted connection by our payment providers; we do not store full card details on our systems.

7. Delivery

Standard delivery is free to every destination we ship to. Estimated delivery is 10–14 business days to UK addresses and 12–20 business days to the United States, including order processing. Full details are in our Shipping Policy. These are estimates rather than guarantees. Risk in the goods passes to you on delivery.

For deliveries outside the United Kingdom you may be responsible for import duties, taxes and customs charges applied by the destination country. These are not included in our prices and are payable by you.

8. Returns, refunds and cancellation

Returns and refunds are governed by our Refund & Returns Policy, which forms part of these Terms. In summary:

  • We accept returns for both faulty and non-faulty (change-of-mind) products.
  • The return window is 30 calendar days from delivery.
  • Items may be opened and inspected; we accept new and slightly used returns in resaleable condition.
  • Returns are made by mail. You pay return postage for change-of-mind returns; we pay it where the item is faulty, damaged or incorrect.
  • We charge no restocking fee.
  • Refunds are issued within 10 business days of us receiving the returned item, to the original payment method, in GBP (£).
  • We do not offer exchanges. Return the item for a refund and place a new order.
  • Gift cards cannot be returned. Everything else we sell can be.

Your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013 applies in addition to the above, to all items including those bought in a sale.

9. Using our products safely

Our products contain rechargeable batteries and electronic components. Charge them only with the cable supplied, do not immerse the electronics module in water, and remove it before washing any fabric cover. Supervise your pet on first use, and stop using a product if it is damaged or a pet is chewing through the outer fabric.

Follow the quick-start guide supplied with the product. If anything arrives damaged or stops working as described, contact us and we will replace or refund it.

10. Intellectual property

All content on this website — text, product photography, graphics, logos and page layouts — is owned by or licensed to Petzova and protected by intellectual property law. You may view and print content for personal use. You may not copy, reproduce, republish or use it commercially without our prior written permission.

11. Acceptable use

You agree not to use this website for any unlawful purpose, to submit false or misleading information, to attempt unauthorised access to our systems, to introduce malicious code, to scrape or harvest data, or to interfere with the operation or security of the site. We may suspend or terminate access where we reasonably believe these Terms have been breached.

12. Accounts

If you create an account you are responsible for keeping your login details confidential and for activity carried out under your account. Tell us immediately if you suspect unauthorised use.

13. Reviews and submitted content

If you submit a review, comment or other content, you grant us a non-exclusive, royalty-free licence to use, display and reproduce it in connection with our business. You must not submit content that is unlawful, defamatory, obscene or infringes anyone else's rights. We may remove submitted content at our discretion.

14. Third-party links

Our site may link to third-party websites or services we do not control. We are not responsible for their content, products or privacy practices, and their inclusion is not an endorsement.

15. Availability of the website

We aim to keep the website available at all times but cannot guarantee uninterrupted access. We may suspend, withdraw or restrict all or part of the site for business or operational reasons, giving reasonable notice where we can.

16. Our liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited — including your statutory rights as a consumer under the Consumer Rights Act 2015.

Subject to that, we are not liable for losses that were not foreseeable when the contract was formed, nor for loss arising from your failure to follow the instructions supplied with a product. Where we are found liable, our total liability is limited to the amount you paid for the order in question.

These Terms are written for consumers. If you buy as a business, we exclude all implied warranties to the fullest extent permitted by law and are not liable for loss of profit, business, goodwill or data.

17. Privacy and data

We process personal data in line with UK GDPR and the Data Protection Act 2018. See our Privacy Policy for what we collect, why, and your rights over your data.

18. Changes to these Terms

We may update these Terms from time to time. The version published on this page when you place an order is the version that applies to that order. The "Last updated" date above shows when the current version took effect.

19. Governing law and disputes

These Terms and any contract formed under them are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.

If you have a complaint, contact us first at contact@petzova.co.uk. We acknowledge complaints within 1 business day and aim to resolve them within 14 calendar days.

20. General

If any provision of these Terms is found unlawful or unenforceable, the remaining provisions continue in full force. Our failure to enforce a right is not a waiver of it. These Terms, together with our Refund & Returns Policy, Shipping Policy and Privacy Policy, form the entire agreement between us.

21. Contact

Petzova
Unit 20 C65 Witworth House, 28 Charles Street, Stockport, Greater Manchester SK1 3JR, United Kingdom
Email: contact@petzova.co.uk
Customer service hours: Monday to Friday, 9:00–17:00 UK time