Terms & Conditions

ABOUT PETPANSIERE

 

PetPansiere is an independently operated online pet shop based in Brazil. We offer carefully selected pet products and accessories to customers in the United Kingdom.

Some products are dispatched directly by selected international fulfilment partners. Orders containing multiple items may arrive in separate packages.

Our business address, customer service email and WhatsApp contact number are available on our Contact page.

 

ACCEPTANCE OF THESE TERMS

 

These Terms & Conditions apply when you browse our website, create an account or place an order with PetPansiere.

By using our website or completing a purchase, you agree to these terms. Please read them carefully before placing an order.

Nothing in these terms affects your statutory consumer rights.

 

PRODUCT INFORMATION

 

We aim to ensure that product descriptions, photographs, colours, measurements and specifications are accurate and up to date.

Product colours may vary slightly depending on lighting, photography equipment and screen settings. Measurements may also vary slightly where products have been measured manually.

Please review the product description, size guide and available options carefully before ordering.

 

PRICES AND PAYMENT

 

All prices displayed on our website are shown in pounds sterling (GBP).

Standard delivery to eligible United Kingdom addresses is free unless clearly stated otherwise before checkout.

Available payment methods are displayed during checkout. Payments must be successfully authorised before an order can be processed.

Payment transactions are handled securely by our authorised payment providers. PetPansiere does not store complete payment card details.

 

ORDERS

 

After placing an order, you should receive an order confirmation by email. This confirms that we have received your order.

We reserve the right to cancel or refuse an order where:

• Payment cannot be authorised.
• The product is unavailable.
• Product or pricing information contains an obvious error.
• We cannot deliver to the address provided.
• The order appears fraudulent or violates these terms.

If we cancel an order after payment has been received, the amount paid will be refunded to the original payment method.

 

PRODUCT AVAILABILITY

 

All products are subject to availability.

Although we aim to keep stock information accurate, availability may occasionally change before an order is processed. If an item becomes unavailable, we will contact you and offer an appropriate solution or refund.

 

ORDER PROCESSING AND DELIVERY

 

Orders are normally processed within 1–3 working days.

After dispatch, estimated delivery within the United Kingdom is generally 7–15 working days. These timeframes are estimates and may be affected by carrier delays, customs procedures, severe weather, high-demand periods or other circumstances outside our reasonable control.

Tracking information will be provided when available.

As some products are dispatched by international fulfilment partners, multiple-item orders may arrive in separate packages.

Please provide a complete and accurate delivery address. Contact us as soon as possible if you notice an error in your order details.

Further information is available on our Shipping & Returns page.

 

CANCELLATIONS, RETURNS AND REFUNDS

 

For most products purchased online, you may cancel your order within 14 days of receiving the goods without providing a reason. After notifying us, you must return the goods within 14 days.

Before returning an item, contact us using the email address or form on our Contact page. We will provide the appropriate return instructions and return address.

Unless the product is faulty, damaged, incorrect or not as described, the customer is responsible for the direct cost of returning it.

The right to cancel may not apply to certain products, including personalised or custom-made goods, perishable goods, or sealed products that are not suitable for return for health or hygiene reasons once unsealed.

Refunds are issued to the original payment method in accordance with the timeframes and conditions stated in our Shipping & Returns policy.

Nothing in these terms limits your statutory rights.

 

FAULTY, DAMAGED OR INCORRECT ITEMS

 

If an item arrives faulty, damaged, incorrect or not as described, contact us as soon as possible with your order details and, where appropriate, photographs of the issue.

Where required by applicable consumer law, PetPansiere will cover reasonable return costs and provide an appropriate remedy, which may include a refund, repair or replacement.

 

CUSTOMER RESPONSIBILITIES

 

You are responsible for:

• Providing accurate contact, billing and delivery information.
• Selecting the correct product options, colours and sizes.
• Following product instructions and safety guidance.
• Using products appropriately and supervising pets where necessary.
• Checking products regularly for damage or wear.

You must not use our website for fraudulent, unlawful or harmful purposes.

 

PET PRODUCT SAFETY

 

Products must be used according to their descriptions and intended purpose.

Always select an appropriate product and size for your pet. Animals should be supervised when using toys, collars, harnesses, feeding accessories or other products where supervision is appropriate.

Stop using a product if it becomes damaged or presents a potential safety risk.

 

WEBSITE AVAILABILITY

 

We aim to keep our website available and accurate, but we cannot guarantee uninterrupted or error-free access at all times.

We may update, suspend or modify parts of the website where reasonably necessary for maintenance, security or operational purposes.

 

INTELLECTUAL PROPERTY

 

The PetPansiere name, logo, website design and original content may not be copied, reproduced or used for commercial purposes without permission.

Third-party trademarks and product names remain the property of their respective owners.

 

PRIVACY

 

We handle personal information in accordance with our Privacy Policy.

Information may be shared with service providers where necessary to process payments, fulfil orders, arrange delivery, provide customer support, prevent fraud or comply with legal obligations.

 

LIMITATION OF LIABILITY

 

Nothing in these terms excludes or limits liability where doing so would be unlawful. Nothing affects your statutory consumer rights.

To the extent permitted by applicable law, PetPansiere is not responsible for losses caused by circumstances outside our reasonable control or by improper use of a product.

 

THIRD-PARTY SERVICES

 

Our website may use or link to third-party services, including payment providers, delivery companies and social media platforms.

Those services may have their own terms and privacy policies. PetPansiere is not responsible for third-party websites that we do not operate or control.

 

CHANGES TO THESE TERMS

 

We may update these Terms & Conditions when necessary to reflect changes to our business, website, services or legal obligations.

The latest version will be published on this page with an updated revision date. Changes will not affect orders already accepted unless required by law.

 

APPLICABLE CONSUMER RIGHTS

 

These terms are subject to applicable law.

Customers in the United Kingdom retain any mandatory consumer rights available under the laws applicable in their part of the United Kingdom. Nothing in these terms removes or restricts those rights.

 

CONTACT US

 

If you have questions about these terms, an order, delivery, return or refund, please contact PetPansiere using the details or contact form available on our Contact page.

When contacting us about an existing order, please include your order number and the email address used during checkout.