Terms and Conditions
Last updated: 1st September
These Terms & Conditions apply to purchases made through Doggy Dentals, including products sold through our website and any services we may provide. By placing an order or booking a service, you agree to these Terms & Conditions.
Please read them carefully before placing an order. These Terms do not affect your statutory consumer rights.
1. About Doggy Dentals
Doggy Dentals is an online retailer supplying Emmi-Pet products and other dog dental-care essentials.
Trading name: Pawfection Pet Care Limited
Business name: Doggy Dentals
Business registration number: 10939623
Website: www.doggydentals.co.uk
Contact: Please contact us through our website.
If you have any questions about these Terms & Conditions, please contact us before placing an order or booking a service.
2. Products and Services
We take reasonable care to ensure that product descriptions, images, prices and availability information on our website are accurate. However, colours, packaging and product appearance may vary slightly from images shown online.
If Doggy Dentals provides any services, additional service-specific information will be provided before you book, including:
The service being provided.
The price and payment arrangements.
The date, time and location of the service.
Any preparation or information required from you.
Any cancellation or rescheduling arrangements.
Any limitations or exclusions that apply.
You should follow all product instructions and any guidance provided by the manufacturer or Doggy Dentals. Products and services supplied by Doggy Dentals are not a substitute for veterinary advice. If your dog has dental, medical or other health concerns, please consult a qualified veterinary professional.
3. Orders and Contract Formation
When you place an order through our website, you are making an offer to purchase the products selected by you.
After placing an order, you will receive an order acknowledgement. This does not necessarily mean that your order has been accepted. A contract is formed when we confirm that your order has been accepted or when we dispatch the products, whichever occurs first.
We reserve the right to refuse or cancel an order where:
A product is unavailable.
There is an obvious pricing or description error.
We are unable to deliver to your address.
We reasonably suspect fraudulent or unauthorised activity.
We are unable to fulfil the order for reasons outside our reasonable control.
If we cancel an order after payment has been taken, we will provide a full refund.
4. Prices and Payment
All prices are shown in pounds sterling unless stated otherwise.
Prices include VAT where applicable. Delivery charges will be shown at checkout before you complete your order.
Payment must be made using one of the payment methods available at checkout. Payment must be received before products are dispatched or services are provided, unless we have agreed otherwise in writing.
We take reasonable care to ensure that prices are accurate. If we discover an obvious pricing error, we will contact you and give you the option to proceed at the correct price or cancel your order for a full refund.
5. Delivery
We aim to dispatch orders within 2–3 working days of receiving payment. Working days are Monday to Friday, excluding bank holidays.
UK orders are normally sent using Royal Mail Tracked 24.
Dispatch time: 2–3 working days.
Delivery service: Royal Mail Tracked 24.
Estimated delivery: Approximately 1 working day after dispatch.
Postage costs: Calculated and displayed at checkout.
Royal Mail Tracked 24 aims to deliver the next working day, but it is not a guaranteed next-day service.
Once your order has been dispatched, tracking information will be provided where available. Please allow additional time during busy periods, bank holidays or unexpected postal delays.
If your order is delayed or does not arrive within the expected delivery period, please contact us so that we can investigate the matter with the delivery provider.
6. Services
Where you book a service from Doggy Dentals, you agree to provide accurate information and to follow any reasonable instructions provided before or during the service.
You are responsible for ensuring that:
Your dog is suitable for the service booked.
You tell us about any relevant medical, behavioural or dental conditions before the service.
Your dog is supervised and handled safely where required.
You attend at the agreed time and location.
You follow any aftercare or product-use guidance provided.
We may refuse, stop or rearrange a service if we reasonably believe that continuing would be unsafe, unsuitable or inappropriate for your dog, you, our staff or another person.
Any service provided by Doggy Dentals is intended to support general dental care and wellbeing. It does not replace veterinary examination, diagnosis or treatment. We cannot guarantee a particular outcome from a service or product.
If a service is not provided with reasonable care and skill, your statutory rights may entitle you to a repeat performance or an appropriate price reduction, depending on the circumstances.
7. Cancelling or Rescheduling Services
If you need to cancel or reschedule a service, please contact us as soon as possible using the contact details on our website.
For a service booked online or otherwise at a distance, you normally have a 14-day cooling-off period beginning on the day after the service contract is made. You may cancel during this period without giving a reason, unless an exception applies. If you ask us to start the service during that 14-day period, you must expressly request this. If you then cancel after the service has started, you may have to pay a proportionate amount for the service supplied up to cancellation. If the service is fully completed during the cooling-off period after your express request and acknowledgement that you would lose the cancellation right once completed, you will not be able to cancel under that right.
The 14-day cooling-off right does not apply to a service booked for a specific date or period where the law excludes cancellation, such as certain leisure or accommodation services. We will tell you before booking if an exception applies.
After the cooling-off period, any cancellation charges, notice requirements or rescheduling terms will be those explained before you book. If you cancel without giving the required notice, we may charge only a reasonable amount reflecting our actual loss or the cancellation terms you agreed to; we will not charge an unfair or disproportionate fee.
If we need to cancel or reschedule a service, we will offer an alternative appointment where possible or provide an appropriate refund for any service that has not been provided. This does not limit any other statutory rights you may have.
8. Your Right to Cancel an Online Product Order
If you are a consumer, you normally have the right to cancel an online product order without giving a reason. The cancellation period ends 14 days after the day on which you, or someone you nominate other than the carrier, receives the goods. If your order is delivered in separate instalments, the period normally ends 14 days after you receive the last item or instalment.
To use this right, you must tell us clearly that you wish to cancel before the 14-day period ends. You may contact us through our website and should include your name, order number and the products you wish to return. You may use any clear wording; you may also use the model cancellation form below, but this is not required.
After telling us that you are cancelling, you must send the goods back without undue delay and no later than 14 days after the day you told us. You meet this deadline if you send the goods before the 14 days have expired. Please keep proof of postage.
You may handle the goods only as you would in a shop to check their nature, characteristics and functioning. You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary. This does not affect your right to inspect the goods or any rights you have if the goods are faulty, damaged, not as described or otherwise do not conform to the contract.
The cancellation right does not apply to goods made to your specifications or clearly personalised, goods liable to deteriorate or expire quickly, or sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. We will identify any applicable exclusion before you place your order. These exclusions do not apply where the goods are faulty, damaged, not as described or otherwise do not conform to the contract.
Model cancellation wording
To: Doggy Dentals, through the contact details on www.doggydentals.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Order number:
Ordered on/received on:
Name:
Address:
Signature, if sent on paper:
Date:
9. Products That Cannot Be Returned
For health protection or hygiene reasons, sealed products may not be eligible for return under the change-of-mind cancellation policy once the seal has been broken. This may include products that are intended for direct contact with a dog’s mouth or body where returning an opened item would create a hygiene risk.
This restriction applies only where the product was supplied sealed and cannot reasonably be resold for health or hygiene reasons after the seal is broken. It does not apply merely because packaging has been opened if the product can still be safely returned and resold. It also does not apply where a product is faulty, damaged, not as described or otherwise does not conform to the contract. Your statutory rights remain unaffected.
10. Returns and Refunds
Customers are responsible for the direct cost of returning products when cancelling because they have changed their mind, unless we have agreed otherwise or the product is faulty, damaged, incorrect or otherwise does not conform to the contract. We will cover reasonable return costs where the law requires us to do so.
Please package returned products securely and, where possible, use a tracked service and obtain proof of postage. You are responsible for the goods until they reach us, so keep your postage receipt and tracking details. We are not responsible for loss or damage caused by inadequate packaging or by a return sent without appropriate proof of posting, except where the law provides otherwise.
For a valid change-of-mind cancellation, we will refund the price paid and the cost of the least expensive standard delivery option available when you ordered. We do not have to refund any extra amount paid for an upgraded delivery service. We may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary to inspect the goods.
We will refund you without undue delay and normally within 14 days after the earliest of:
The day we receive the returned goods.
The day you provide evidence that you have sent the goods back.
If we offered to collect the goods, the day you provide evidence that you have cancelled the contract.
We may delay the refund until we receive the goods or you provide evidence that you have sent them back, whichever happens first. Refunds will normally be made using the original payment method, unless we agree otherwise. You will not be charged a refund fee.
If the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, please contact us as soon as possible and explain the problem. Please include your order number and photographs where useful, but do not delay contacting us if photographs are unavailable. We will explain how to return the goods and will provide an appropriate remedy under your statutory rights, which may include repair, replacement, a price reduction or a refund. We will cover reasonable return postage costs where we are legally required to do so.
These cancellation and refund provisions do not limit your rights under the Consumer Rights Act 2015 or any other applicable consumer-protection law.
11. Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
Please include your order number and, where possible, photographs of any damage or the product received.
If a product is faulty, not as described or does not conform to the contract, your statutory consumer rights apply. Depending on the circumstances, we may provide a repair, replacement, refund or other appropriate remedy.
You will not be responsible for reasonable return postage costs where we are legally required to cover them.
12. Missing or Delayed Deliveries
If your parcel has not arrived within the expected delivery period, please contact us.
We will investigate the delivery with Royal Mail or the relevant delivery provider and will work with you to resolve the issue.
13. Use of Products
You must use products in accordance with the manufacturer’s instructions and any safety information supplied with them.
You are responsible for checking that products are suitable for your dog and for supervising your dog when using dental-care products, toys or equipment.
If your dog shows signs of pain, distress, injury or illness, stop using the product and seek veterinary advice.
14. Liability
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of your statutory consumer rights.
Subject to the above, Doggy Dentals will not be responsible for losses that:
Were not reasonably foreseeable when the contract was formed.
Result from your failure to follow product instructions or service guidance.
Result from information supplied by you being inaccurate or incomplete.
Are caused by events outside our reasonable control.
These Terms do not affect your legal rights as a consumer.
15. Events Outside Our Control
We will not be responsible for delays or failures caused by events outside our reasonable control. These may include severe weather, postal or courier disruption, strikes, supply shortages, technical failures, illness, government restrictions or other unforeseen events.
Where possible, we will contact you and take reasonable steps to reduce the impact of the delay.
16. Privacy
We process personal information in accordance with our Privacy Policy. Please review our Privacy Policy to understand how we collect, use and protect your information.
17. Complaints
If you have a complaint about a product, service, order or delivery, please contact us through our website.
We will review your complaint and aim to respond as soon as reasonably possible.
18. Governing Law
These Terms & Conditions are governed by the law of England and Wales, unless you live in another part of the United Kingdom and mandatory consumer protection laws require otherwise.
The courts of England and Wales will have jurisdiction, subject to any rights you may have to bring proceedings in another part of the United Kingdom.
19. Contact Us
For questions about these Terms & Conditions, products, services, delivery or returns, please contact Doggy Dentals through our website:
Please include your order number or booking details when contacting us about an existing purchase or service.
Thank you for supporting Doggy Dentals and our small business! 🐾