Terms of service

Last Updated: 13 September 2026

Welcome to Vals Pets. These Terms of Service explain the terms that apply when you access our website, browse our products, place an order, or use services made available through our online store.

By accessing our website or placing an order with Vals Pets, you agree to these Terms of Service and any policies referenced within them.

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

1. About Vals Pets

Vals Pets is an online pet supplies store serving customers within the United Kingdom.

Our website allows customers to browse available products, review product information, place orders, access relevant policies, and contact customer support.

Trade Name: Vals Pets
Email: support@valspets.com
Phone: +44 7897 524433
Business Address: 166 Long Rd, Canvey Island SS8 0JP, United Kingdom

2. Use of Our Website

You may use our website for lawful personal shopping and informational purposes.

When using our website, you agree not to:

Use the website for unlawful or fraudulent purposes.
Attempt to interfere with the operation or security of the website.
Attempt to gain unauthorised access to systems, accounts, or information.
Submit false, misleading, or fraudulent information.
Use automated methods to misuse or disrupt the website.
Engage in activity that may damage, disable, or impair the website.

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

3. Products

Vals Pets offers pet-related products made available through our website.

We aim to provide relevant product information, which may include:

Product descriptions
Product images
Available colours or designs
Dimensions or sizing information
Materials
Features
Intended use
Price

Customers should review the relevant product page carefully before placing an order.

Product images are provided to help illustrate the product. Actual appearance may vary slightly because of lighting, photography, screen settings, manufacturing variations, or other reasonable factors.

4. Product Availability

All products are subject to availability.

Adding a product to your cart does not guarantee that the item will remain available until checkout has been completed and the order has been accepted.

If a product becomes unavailable after an order is placed, we may contact you regarding the available options.

Where appropriate, this may include cancellation of the unavailable item and a refund of the applicable amount.

5. Pricing

Product prices are displayed on our website in British Pounds Sterling (GBP/£) unless otherwise stated.

We take reasonable care to ensure that pricing information is accurate.

The total amount payable will generally be displayed during checkout before payment is completed.

Prices may change from time to time. Any change will not normally affect an order that has already been accepted, except where an obvious pricing or technical error has occurred.

6. Orders

When you place an order, you are responsible for ensuring that the information provided is accurate and complete.

This includes:

Customer name
Contact information
Delivery address
Products ordered
Product quantities
Any applicable product options

After placing an order, you may receive an order confirmation.

An order may be subject to payment authorisation, product availability, verification, and other reasonable processing requirements.

We may decline or cancel an order where there is a legitimate reason to do so, including suspected fraud, payment failure, product unavailability, or an obvious pricing or technical error.

7. Payment

Payment must generally be successfully authorised before an order can be processed.

The payment methods available for your transaction will be displayed during checkout.

Customers are responsible for providing accurate payment and billing information and for ensuring they are authorised to use the selected payment method.

Payments may be processed through third-party payment service providers.

Vals Pets does not generally store complete payment card information directly on its own systems.

If a payment is declined or cannot be authorised, the order may not be processed.

8. Shipping and Delivery

Vals Pets currently ships to eligible addresses within the United Kingdom only.

Our current standard shipping information is:

Processing Time: 0–1 business day
Order Cut-Off Time: 5:00 PM UK Time
Estimated Transit Time: 2–4 business days
Estimated Total Delivery Time: 2–5 business days
Orders under £200: £4.99 standard UK shipping
Orders of £200 or more: Free standard UK shipping

Delivery timeframes are estimates and are not guaranteed unless expressly stated otherwise.

Customers are responsible for providing accurate and complete delivery information.

Please refer to our Shipping Policy for complete shipping terms.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders may generally only be changed or cancelled before processing or dispatch has progressed too far.

Once an order has been processed, packed, or dispatched, cancellation may no longer be possible through our normal order process.

If an order has already been dispatched, you may need to receive it and follow the applicable return procedure.

Nothing in this section limits any statutory cancellation rights available under applicable law.

10. Returns and Refunds

Eligible products may generally be returned within 30 calendar days from the date of delivery, subject to our Return & Refund Policy and applicable consumer rights.

For a standard change-of-mind return, the product must generally:

Be unused
Be in its original condition
Include original packaging, tags, parts, and accessories where applicable
Show no signs of pet use or post-delivery damage

Customers are generally responsible for return shipping costs for eligible change-of-mind returns.

Restocking Fee: 0%

Approved refunds will generally be processed within 10 business days after the returned product has been received, inspected, and accepted.

Refunds are generally issued to the original payment method.

Please refer to our Return & Refund Policy for full details.

11. Damaged, Defective, Faulty, or Incorrect Products

Please inspect your order promptly after delivery.

If you receive a product that is:

Damaged
Defective
Faulty
Incorrect
Materially different from the product ordered

please contact us as soon as reasonably possible.

We may request:

Your order number
Product name
Description of the issue
Clear photographs
Photographs of the shipping packaging where applicable

After reviewing the issue, we will provide an appropriate resolution in accordance with our policies and applicable consumer law.

Nothing in this section limits your statutory rights.

12. Customer Accounts

Where customer account functionality is available, you are responsible for maintaining the confidentiality of your account details.

You are responsible for providing accurate information and taking reasonable steps to protect your account credentials.

If you believe your account has been accessed without authorisation, please contact us as soon as possible.

We may restrict or suspend an account where reasonably necessary because of suspected misuse, security concerns, or fraudulent activity.

13. Customer Information

When placing an order or contacting us, you agree to provide accurate and current information.

This may include:

Name
Email address
Phone number
Delivery address
Billing information
Order information

How we collect, use, and protect personal information is explained in our Privacy Policy.

14. Intellectual Property

Unless otherwise stated, website content associated with Vals Pets may be protected by applicable intellectual property laws.

This may include:

Website text
Branding
Logos
Graphics
Page layouts
Product presentation
Other original website content

You may not reproduce, copy, distribute, modify, or commercially exploit protected content without appropriate permission, except where permitted by law.

15. Third-Party Services and Links

Our website may use or link to third-party services.

These may include services relating to:

Payment processing
Shipping
Order tracking
Website functionality
Other online services

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

Vals Pets is not responsible for the independent content, policies, or practices of third-party websites or services, except where responsibility cannot legally be excluded.

16. Prohibited Activities

You must not use our website to:

Commit or facilitate fraud.
Submit false or misleading information.
Interfere with website security or functionality.
Introduce malicious software or harmful code.
Attempt unauthorised access to systems or information.
Misuse payment systems.
Violate applicable laws or regulations.
Infringe the rights of Vals Pets or another person.
Use the website in a way that causes unreasonable disruption or harm.

We may take reasonable action to protect our website and customers where prohibited activity is identified.

17. Website Availability

We aim to keep our website reasonably available and functional.

However, website access may occasionally be interrupted because of:

Maintenance
Technical problems
Hosting issues
Third-party service interruptions
Security updates
Events outside our reasonable control

We do not guarantee uninterrupted or error-free website availability.

18. Disclaimer

We aim to provide accurate and useful information on our website.

However, minor errors, omissions, technical issues, or temporary inaccuracies may occasionally occur.

Product suitability depends on the individual product and the customer's requirements.

Customers should review product information and any applicable instructions before purchase and use.

Nothing in these Terms excludes obligations or rights that cannot legally be excluded under applicable law.

19. Limitation of Liability

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

Subject to applicable law, Vals Pets will not be responsible for losses that are not reasonably foreseeable or that result from circumstances outside our reasonable control.

We do not exclude or limit liability for matters where liability cannot legally be excluded or limited, including applicable statutory consumer rights.

20. Indemnification

To the extent permitted by applicable law, you may be responsible for losses or costs resulting from your unlawful misuse of our website or a serious breach of these Terms.

This section does not impose obligations on consumers that cannot lawfully be imposed or remove any statutory protections available under applicable law.

21. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes to our website, products, services, business procedures, or applicable requirements.

Where these Terms are updated, the revised version may be published on our website with an updated revision date.

The Terms applicable to an order will generally be those in effect when the relevant order is placed, subject to applicable law.

22. Governing Law

These Terms and transactions with Vals Pets are subject to applicable laws of the United Kingdom.

Nothing in these Terms removes any rights a consumer may have under mandatory consumer protection laws or other applicable legal requirements.

23. Contact Information

If you have questions about these Terms of Service, an order, or our store, please contact us:

Trade Name: Vals Pets
Business Email: support@valspets.com
Business Phone: +44 7897 524433
Business Address: 166 Long Rd, Canvey Island SS8 0JP, United Kingdom