Last updated: 6 September 2026
Welcome to FurPals. These Terms & Conditions explain the terms that apply when you access our website or purchase products from us.
Please read these terms carefully before placing an order. By placing an order through our website, you agree to these Terms & Conditions.
1. About FurPals
FurPals is a UK online pet store supplying pet products and accessories, including toys, feeding essentials, grooming products, outdoor and travel accessories, beds, comfort products and other pet essentials.
Our contact details are:
FurPals
Chancery Rise
Nuneaton
Warwickshire
CV10 0UY
United Kingdom
Email: contact@furpals.co.uk
Website: furpals.co.uk
FurPals is currently operated as an unincorporated business and is not currently VAT registered.
2. About These Terms
These Terms & Conditions apply to purchases made through the FurPals website and your use of our online store.
Separate policies, including our Refund & Returns Policy, Shipping & Delivery Policy and Privacy & Cookie Policy, may also apply.
Nothing in these Terms & Conditions affects any rights you have under UK consumer law.
3. Who Can Place an Order
You must be at least 18 years old and legally capable of entering into a contract to place an order with FurPals.
By submitting an order, you confirm that the information you provide is accurate and complete and that you are authorised to use the payment method provided.
We currently accept orders for delivery to addresses within the United Kingdom only.
4. Products
We make reasonable efforts to ensure that product descriptions, specifications, photographs, dimensions, colours and other information displayed on our website are accurate.
However, product images are for illustrative purposes. Colours and appearance may vary slightly depending on your device, screen settings, manufacturing variations or product batches.
Measurements and dimensions may also be subject to reasonable manufacturing tolerances.
Where products are supplied or fulfilled by third-party suppliers, product packaging may differ from images shown on our website without materially changing the product itself.
We reserve the right to update product information where necessary.
Products are subject to availability.
5. Product Suitability and Pet Safety
Pet owners are responsible for selecting products appropriate for their pet’s size, age, breed, behaviour and individual needs.
Products should be used according to any instructions, warnings or guidance supplied with the product.
Pets should be appropriately supervised when using toys, feeding accessories and other products where supervision is recommended.
You should regularly inspect pet products for signs of damage or excessive wear and stop using a product if it becomes unsafe.
No pet toy or accessory should be assumed to be indestructible unless specifically stated.
These provisions do not limit your legal rights where a product is faulty, unsafe, not as described or otherwise fails to meet requirements imposed by law.
6. Prices
All prices are displayed in pounds sterling (GBP).
The price payable is the price displayed when you place your order, together with any applicable delivery charges clearly shown before payment.
FurPals is not currently VAT registered.
We aim to ensure that all prices displayed on our website are accurate. If we discover an obvious pricing error after you submit an order, we will contact you before accepting or fulfilling the affected order.
We will not add compulsory charges that have not been disclosed to you before you place your order.
7. Delivery Charges
Our standard UK delivery charge is currently £3.99.
We currently offer free standard UK delivery on qualifying orders of £50 or more.
Any applicable delivery charge will be shown during checkout before you submit payment.
Delivery prices, thresholds and promotional delivery offers may change from time to time. Changes will not affect orders already accepted by us.
Further information is available in our Shipping & Delivery Policy.
8. Placing an Order
When you place an order through FurPals, you are making an offer to purchase the products in your basket.
After placing your order, you should receive an electronic acknowledgement confirming that we have received it.
An order acknowledgement does not necessarily mean that your order has been accepted.
A contract between you and FurPals is formed when we accept your order, such as when we confirm acceptance or begin processing the products for dispatch.
We reserve the right to decline or cancel an order before acceptance where there is a legitimate reason to do so, including where:
- a product is unavailable;
- payment cannot be authorised;
- there has been an obvious pricing or product information error;
- we reasonably suspect fraud or unauthorised activity;
- delivery cannot reasonably be made to the address supplied; or
- we are unable to fulfil the order for another legitimate reason.
If we cancel an order after payment has been taken, we will refund the amount due to you.
9. Payment
Payment must be made using one of the payment methods offered during checkout.
Payments may be processed securely through WooPayments or another payment provider made available on our website.
FurPals does not generally receive or store your complete payment card details. Payment information is handled by the relevant payment service provider in accordance with its security and privacy requirements.
Payment must be authorised before an order can be fulfilled.
We may introduce, remove or change available payment methods from time to time.
10. Order Information
You are responsible for checking the details of your order before submitting it.
Please check your:
- products and quantities;
- delivery address;
- billing information; and
- contact details.
If you notice an error after placing an order, contact us at contact@furpals.co.uk as soon as possible.
We will try to accommodate changes where reasonably possible, but we cannot guarantee that an order can be changed or cancelled once processing or dispatch has begun.
11. Product Availability
All products are subject to availability.
Stock information may occasionally change before our systems are updated, particularly where products are held or fulfilled by third-party suppliers.
If an ordered product becomes unavailable, we may contact you to offer an appropriate solution. You will not be required to accept a substitute product.
Where we cannot supply a product you ordered, we will refund any amount paid for that product as appropriate.
12. Third-Party Fulfilment
FurPals works with third-party suppliers and fulfilment partners to stock, prepare and/or dispatch some of the products sold through our website.
As a result, products may be dispatched directly from a supplier or fulfilment facility rather than from FurPals itself.
Your purchase remains a purchase from FurPals. The use of a third-party supplier or fulfilment provider does not remove or reduce your rights against FurPals as the retailer.
You should contact FurPals if you experience a problem with an order rather than attempting to resolve the matter directly with a supplier unless we specifically instruct you otherwise.
13. Split Deliveries
Where an order contains multiple products, those products may sometimes be fulfilled from different locations.
Your order may therefore arrive in more than one parcel and parcels may arrive on different days.
Where reasonably available, tracking information may be provided separately for individual parcels.
You will not be charged additional delivery fees solely because we choose to split an order into multiple shipments after you have placed it.
14. Delivery
We currently deliver within the United Kingdom.
Any delivery estimate displayed on our website is an estimate unless we expressly agree to a guaranteed delivery date.
We will take reasonable steps to deliver your order within the timeframe communicated to you.
Where no different delivery period has been agreed, goods will be delivered without undue delay and within the period required by applicable UK consumer law.
Further information regarding processing times, delivery, tracking, delays and lost parcels is contained in our Shipping & Delivery Policy.
15. Delivery Address
You are responsible for providing a complete and accurate delivery address.
Please contact us immediately if you realise that an incorrect address has been provided.
We cannot guarantee that an address can be changed once an order has entered fulfilment.
If an order is returned because the customer supplied an incorrect or incomplete address, we will contact the customer to discuss the available options and any reasonable additional delivery costs that may apply.
Nothing in this section affects your rights where a delivery problem was caused by FurPals, our fulfilment partner or the carrier rather than information supplied by you.
16. Risk and Ownership
Responsibility for goods will generally pass to you when the goods come into your physical possession, or the physical possession of a person you have identified to receive them on your behalf, in accordance with applicable consumer law.
Ownership of the goods passes to you once we have received payment in full and the goods have been delivered as required by law.
17. Your Right to Cancel
For most goods purchased online, UK consumers have a legal right to change their mind and cancel the contract.
For eligible purchases, you generally have 14 days from the day after you, or a person nominated by you, receives the goods to tell us that you wish to cancel.
Where multiple goods forming one order are delivered separately, the applicable cancellation period may run from receipt of the last relevant item.
You do not need to provide a reason for exercising your statutory right to cancel.
After notifying us of a valid cancellation, you will generally have a further 14 days to return the goods.
Certain goods may be excluded from the statutory right to cancel where an exemption under applicable law applies.
Full details, including how to request a return and any applicable exclusions, are contained in our Refund & Returns Policy.
18. Returns
To request a return, please contact:
Please include your order number and information about the product you wish to return.
Do not send a product back without first receiving return instructions from FurPals.
Because we use multiple fulfilment locations, the correct return address may differ depending on the product.
Once your return request has been reviewed, we will provide the appropriate return instructions and, where applicable, the relevant return address.
Returning an item to an unauthorised address may delay the processing of your return.
Further details are contained in our Refund & Returns Policy.
19. Change-of-Mind Returns
Where you exercise a statutory cancellation right, you must take reasonable care of the goods while they are in your possession.
You may inspect goods as you reasonably would in a physical shop to establish their nature, characteristics and functioning.
Where handling goes beyond what is reasonably necessary and results in a reduction in value, we may make a deduction from the refund where the law permits us to do so.
Where legally permitted, customers may be responsible for the direct cost of returning unwanted goods when cancelling because they have changed their mind, provided this was communicated as required.
This does not apply where the item is faulty, damaged, incorrect or otherwise does not conform to the contract and FurPals is legally responsible for the return costs.
20. Refunds
Approved refunds will normally be made to the original payment method unless otherwise agreed or required.
Refunds relating to statutory cancellation rights will be processed within the timescales required by applicable law.
Where applicable, a statutory cancellation refund will include the standard outbound delivery charge paid for the relevant order. If you chose a more expensive delivery option than our least expensive standard delivery method, we are not required to refund the additional premium attributable to that upgraded service.
Further details are contained in our Refund & Returns Policy.
21. Faulty, Damaged or Incorrect Products
Your legal rights are separate from our change-of-mind returns arrangements.
Products supplied by FurPals must meet the standards required by applicable UK consumer law, including requirements relating to satisfactory quality, fitness for purpose and conformity with their description.
If you receive a product that is:
- faulty;
- damaged;
- unsafe;
- materially different from its description; or
- not the product you ordered,
please contact contact@furpals.co.uk as soon as reasonably possible.
Where helpful, we may ask for photographs or other reasonable information so that we can investigate the problem quickly. This does not remove any statutory rights you may have.
Depending on the circumstances and your legal rights, an appropriate remedy may include a refund, repair or replacement.
Nothing in these Terms limits your statutory rights regarding faulty or misdescribed goods.
22. Hygiene and Other Return Exceptions
Some products may be excluded from change-of-mind cancellation rights where an applicable statutory exemption applies.
For example, this may apply to certain sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.
Any applicable restriction will be assessed in accordance with consumer law.
These exclusions do not remove your rights where goods are faulty, damaged, unsafe or not as described.
23. Promotions and Discount Codes
From time to time, FurPals may offer discounts, promotional codes or special offers.
Promotions may have additional conditions, such as:
- start and end dates;
- minimum order values;
- qualifying products;
- one use per customer; or
- restrictions on combining offers.
Any material conditions will be made reasonably clear in connection with the promotion.
Unless otherwise stated, promotional codes cannot be exchanged for cash.
We may withdraw or correct a promotion where there is a genuine error, fraud or misuse, subject to customers’ existing contractual and statutory rights.
24. Reviews and Customer Content
Customers may have the opportunity to submit product reviews, photographs or other content.
Any content you submit must be genuine and must not be:
- knowingly false or misleading;
- unlawful;
- abusive, threatening or discriminatory;
- defamatory;
- obscene;
- infringing of another person’s intellectual property or privacy rights; or
- promotional spam.
We may moderate or remove content where we have a legitimate reason to do so.
We will not knowingly publish or commission fake consumer reviews.
25. Website Accounts
Where customer accounts are available, you are responsible for keeping your login information secure.
You should notify us if you believe your account has been accessed without authorisation.
We may suspend or restrict an account where reasonably necessary to protect customers, FurPals or our website from fraud, misuse or security threats.
26. Website Availability
We aim to keep furpals.co.uk available and functioning correctly, but uninterrupted availability cannot be guaranteed.
We may occasionally suspend access for maintenance, security updates, technical issues or improvements.
We will take reasonable steps to minimise disruption where practical.
27. Intellectual Property
Unless otherwise stated, the FurPals name, branding, website design, original text, graphics and other original content created for FurPals are owned by or licensed to FurPals.
Third-party trademarks, product names, photographs and other intellectual property remain the property of their respective owners.
You may use the website for personal, non-commercial shopping purposes.
You must not reproduce, commercially exploit, scrape, republish or distribute protected FurPals content without permission except where permitted by law.
28. Acceptable Website Use
You must not knowingly:
- interfere with the operation or security of our website;
- introduce viruses, malware or other harmful material;
- attempt unauthorised access to our systems or customer accounts;
- use automated systems to abuse website functionality;
- use the website for fraudulent or unlawful activity; or
- attempt to obtain products, discounts or refunds through fraud or deception.
We may take reasonable action to protect the website, customers and business where misuse is detected.
29. Our Responsibility to You
We do not exclude or limit liability where doing so would be unlawful.
Nothing in these Terms excludes or restricts liability for:
- death or personal injury caused by negligence where liability cannot legally be excluded;
- fraud or fraudulent misrepresentation;
- your statutory rights relating to goods; or
- any other liability that cannot legally be excluded or restricted.
FurPals supplies products primarily for domestic and private use.
We are not responsible for business losses arising from a consumer purchase where such losses were not reasonably foreseeable or where excluding them is permitted by law.
Nothing in these Terms is intended to give FurPals rights that would be unfair or unenforceable under consumer protection law.
30. Events Outside Our Reasonable Control
Occasionally, delivery or fulfilment may be affected by circumstances outside our reasonable control, such as severe weather, transport disruption, carrier network failures or other exceptional events.
Where this happens, we will take reasonable steps to minimise the effect on your order and communicate with you where appropriate.
Your statutory rights, including rights that may arise from delayed delivery, are not affected by this section.
31. Fraud Prevention
We may carry out reasonable checks on orders to help prevent fraud and protect customers.
An order may be delayed, declined or cancelled where we reasonably believe that payment or account activity may be fraudulent or unauthorised.
Where appropriate, payments taken for cancelled orders will be refunded.
32. Privacy
We process personal information in accordance with our Privacy & Cookie Policy and applicable data protection law.
Information necessary to fulfil an order may be shared with relevant service providers, including payment processors, delivery companies, technology providers and fulfilment partners.
Where a supplier or fulfilment partner needs customer information to dispatch an order, we will only provide information reasonably necessary for that purpose and handle personal data in accordance with applicable data protection requirements.
33. Complaints
We want customers to have a positive experience with FurPals.
If you have a complaint regarding an order, product or our service, please contact:
Please provide your name, order number where applicable, and a clear description of the issue.
We will aim to investigate complaints fairly and respond within a reasonable period.
Nothing in this complaints process limits your statutory rights.
34. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our business, website, services or applicable requirements.
The Terms applicable to an order will normally be those in force when the relevant contract was formed.
The latest version will be published on our website together with its updated date.
35. Severability
If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
36. No Waiver
If we do not immediately enforce a right under these Terms, this does not necessarily mean that we have waived that right.
37. Governing Law
These Terms and contracts between FurPals and consumers are governed by the applicable laws of the United Kingdom, subject to any mandatory rights you have under the law that applies where you live.
Nothing in these Terms prevents a consumer from relying on any mandatory jurisdictional rights available under applicable law.
38. Contact Us
For questions about these Terms, your order or FurPals, please contact:
FurPals
Chancery Rise
Nuneaton
Warwickshire
CV10 0UY
United Kingdom
Email: contact@furpals.co.uk
Website: furpals.co.uk
