Terms of service

Terms & Conditions

Last updated: 13 October 2026

1. About these terms

These Terms & Conditions apply to your use of the Petanna Pet Supplies website and to purchases made through our online store.

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

Petanna Pet Supplies
Unit 3, Oakley Industrial Estate
Oakley, Fife, KY12 9QB
United Kingdom

Email: petannapetsupplies123@gmail.com
Telephone: 01383 853647

In these terms, “we”, “us” and “our” refer to Petanna Pet Supplies, and “you” refers to the customer or website visitor.

2. Our products

We sell pet food, treats, accessories and other pet and animal supplies through our website and physical store.

We aim to ensure that product descriptions, photographs, prices and other information are accurate and up to date. However, colours and appearances may vary slightly from the images shown, and packaging or product information may change.

Please read product descriptions and packaging carefully before use. If you need further information about a product, please contact us before placing your order.

You are responsible for selecting products suitable for your animal's needs. If you are unsure about a product's suitability, seek advice from an appropriate veterinary or animal-care professional.

3. Product availability

All orders are subject to product availability.

As stock levels can change, an item shown on our website may not always be available when your order is received. If a product is unavailable, we will contact you to discuss the options, which may include waiting for stock, agreeing to an alternative or receiving a refund for the unavailable item.

We reserve the right to correct genuine errors in product listings, descriptions or prices.

If an error affects an order you have placed, we will contact you to explain the issue before proceeding where appropriate.

4. Placing an order

When you place an order through our website, you are making an offer to purchase the selected products.

An automated order acknowledgement confirms that we have received your order; it does not necessarily mean that the order has been accepted.

We will review your order and may contact you if we need to confirm product availability, delivery arrangements or other details. We will confirm acceptance of your order in accordance with our ordering process.

We reserve the right to decline or cancel an order where reasonably necessary, for example where a product is unavailable, there is a genuine pricing error or we suspect fraudulent activity. If payment has already been taken for an order we cannot fulfil, we will arrange a refund for the affected amount.

Please check your order details carefully before completing checkout.

5. Prices and payment

All prices are displayed in pounds sterling (£) unless stated otherwise.

The price payable for a product is the price displayed at checkout when you place your order, together with any applicable delivery charges and other costs clearly shown before you confirm your purchase.

We reserve the right to change prices and offers before an order is placed. Changes will not affect an order that we have already accepted, except where a genuine error requires us to contact you.

Payment is processed through Shopify Payments using the card payment methods available at checkout. Your payment must be authorised before your order can be processed.

We do not routinely store your full payment card details.

6. Delivery

Petanna offers delivery options for eligible orders, with applicable delivery charges displayed on our website before you complete your purchase.

The delivery charge will be included in the total shown at checkout before you confirm and pay for your order. Any applicable delivery restrictions or conditions will also be communicated before you place your order.

We will take reasonable steps to deliver orders within the estimated timeframe provided. If no specific timeframe has been agreed, applicable statutory delivery requirements will apply.

Delivery times are estimates unless expressly agreed otherwise. Delays may occasionally occur due to circumstances outside our reasonable control. If a significant delay occurs, we will contact you where appropriate.

Please ensure that the delivery address and contact details you provide are accurate. We cannot be responsible for delays or failed deliveries caused by incorrect information supplied by you, subject to your statutory rights.

Risk in the goods will pass to you when you, or someone you nominate to receive the goods, takes physical possession of them, subject to applicable law.

7. Cancellations, returns and refunds

If you purchase goods online as a consumer, you may have a statutory right to cancel your order within 14 days after receiving the goods, without giving a reason. You will normally then have a further 14 days to return the goods after notifying us of your cancellation.

There are legal exceptions to cancellation rights, including certain goods that deteriorate or expire rapidly and certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. These exceptions depend on the nature of the product and the circumstances; they do not automatically apply to every pet food or animal-care product.

Where you have a right to cancel, you may inspect goods as you would reasonably be able to in a shop. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

To request a cancellation or return, contact us at enquiries@petanna-petsupplies.co.uk or call 01383 853647. Please include your order number and details of the items concerned.

Unless the goods are faulty, incorrect or another legal exception applies, you may be responsible for the direct cost of returning goods where this was explained to you before purchase.

Where a refund is due, we will process it in accordance with applicable law and, where required, using the original payment method.

Nothing in these terms limits your statutory rights relating to faulty, misdescribed or incorrectly supplied goods.

8. Faulty, damaged or incorrect goods

Please contact us as soon as reasonably possible if your order arrives damaged, faulty or incorrect.

We may ask for details or photographs to help us assess the issue. Where goods do not conform to the contract, you will have the rights provided by applicable consumer law, which may include a right to a repair, replacement, price reduction or refund, depending on the circumstances.

This section does not affect your statutory rights.

9. Pet food, treats and consumable products

Please check product labels, ingredients, feeding guidance, storage instructions and expiry or best-before information where provided.

For safety and hygiene reasons, we ask customers to contact us before returning opened food, treats, frozen products or other consumable items. We will assess each request in line with applicable law and the condition of the product.

We cannot accept a return simply because a product is no longer wanted where a lawful exception to cancellation rights applies. However, this does not remove any rights you may have if the product is faulty, unsafe, misdescribed or otherwise fails to meet legal requirements.

For frozen or temperature-sensitive products, please follow any storage and handling instructions provided. Contact us promptly if you believe a product has been supplied in an unsuitable condition.

10. Offers and promotions

Promotional offers are subject to any specific conditions displayed alongside the offer.

Unless stated otherwise, offers are available only while stocks last and may not be combined with other promotions. We will make any applicable restrictions clear before you place your order.

11. Website use

You agree to use our website lawfully and not to misuse it, attempt unauthorised access, interfere with its operation or introduce malicious software.

We may suspend or restrict access where reasonably necessary to protect the website, our business or other users.

We aim to keep the website available and information accurate, but we cannot guarantee uninterrupted access or that the website will always be free from errors.

12. Intellectual property

Unless otherwise stated, the content on our website, including text, images, logos and design elements, is owned by us or used with permission.

You may view and use the website for personal, non-commercial purposes. You must not copy, reproduce, distribute or commercially exploit website content without our prior permission, except where permitted by law.

Product names and brand logos may belong to their respective owners.

13. Links to third-party websites

Our website may include links to third-party websites, including Google Reviews and product manufacturers.

These links are provided for convenience or additional information. We do not control third-party websites and are not responsible for their content, policies or services.

14. Liability

Nothing in these terms 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 any rights that consumers have under applicable law.

Subject to the above, we are not responsible for losses that were not reasonably foreseeable when the contract was formed, or losses arising from use of our website in a way that is not intended.

Nothing in these terms removes your statutory rights as a consumer.

15. Events outside our control

We will not be liable for delays or failures caused by circumstances beyond our reasonable control, such as severe weather, interruptions to transport, supplier disruption or events affecting essential services.

Where such circumstances affect your order, we will take reasonable steps to keep you informed and to agree an appropriate way forward.

This section does not remove any rights you may have under applicable consumer law.

16. Complaints and contact

If you have a question or complaint about an order, product or service, please contact us:

Email: petannapetsupplies123@gmail.com
Telephone: 01383 853647
Address: Unit 3, Oakley Industrial Estate, Oakley, Fife, KY12 9QB, United Kingdom

We will aim to resolve complaints fairly and promptly.

17. Privacy

We handle personal information in accordance with our Privacy Policy, which explains what information we collect, how we use it and the rights available to you.

Please read our Privacy Policy and Cookie Policy for further information.

18. Changes to these terms

We may update these Terms & Conditions from time to time. The version published on our website will apply to new orders from the date it is published.

Any changes will not retrospectively alter the terms of an order we have already accepted, except where required by law or agreed with you.

19. Governing law

These terms are governed by the laws of Scotland, where applicable. If you are a consumer living elsewhere in the United Kingdom, you will also retain any mandatory consumer protections that apply to you under the law.

Any disputes will be dealt with by the courts with jurisdiction under applicable law.