Terms & Conditions

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These Terms & Conditions explain the rules that apply when you use the Wholsy Pets website or buy products from us.

Please read them carefully before placing an order.

They explain who we are, how orders work, when a contract is formed, how we deliver products, what happens if something goes wrong, and your legal rights.

These Terms & Conditions apply to purchases made by consumers for personal and domestic use.

By placing an order through our website, you confirm that you have read and understood these Terms & Conditions.

Nothing in these Terms & Conditions removes or limits any legal rights you have under UK consumer law.

Where the law gives you a right that cannot legally be excluded, that right will continue to apply.

Products

1. Product availability

All products are subject to availability.
Adding a product to your basket does not guarantee that the product will remain available until checkout.
If a product becomes unavailable after you place an order, we will contact you as soon as reasonably possible.
If we cannot supply the product, we will arrange an appropriate refund for any amount paid for that product.

2. Product descriptions

We take reasonable care when preparing product descriptions.
Information may include details such as:
Product name
Ingredients
Product size
Pack quantity
Directions for use
Feeding guidance
Storage information
Product benefits
You should always check the product packaging for the most current instructions.

3. Changes to products

Manufacturers may sometimes make changes to products or packaging.
These changes may happen because of:
Manufacturing requirements
Regulatory requirements
Ingredient availability
Packaging updates
Product improvements
Labelling requirements
Where a change materially affects the product you have ordered, we will take reasonable steps to address the issue.

4. Product suitability

Pet supplements are not intended to replace veterinary care.
The information on our website is not intended to diagnose, treat, or cure a medical condition.
If your pet has a health condition, takes medication, is pregnant, is nursing, or has specific dietary needs, speak to your vet before introducing a new supplement.
You should also follow the product’s recommended serving or feeding instructions.
Do not give your pet more than the recommended amount unless advised by an appropriate veterinary professional.

5. Storage

Products should be stored according to the instructions provided on the product packaging.
Keep products away from unsuitable temperatures, moisture, or other conditions that may affect product quality.
Where applicable, keep products out of reach of pets and children.
We cannot be responsible for damage caused by incorrect storage after delivery.

Placing an Order

1. Selecting products

You can browse products through the website and add products to your basket.
Before completing your order, you should check:
The products selected
Quantity
Product size
Delivery address
Contact details
Price
Delivery charges, if applicable
You are responsible for checking your order before submitting it.

2. Correcting mistakes

You can usually correct mistakes in your basket before completing your order.
Please check all order details carefully before confirming your purchase.
If you notice an error after placing your order, contact us as soon as possible.
We will try to help.
However, we cannot guarantee that an order can be changed once it has entered our fulfilment process.

3. Order confirmation

After placing an order, you should receive an order confirmation.
The confirmation acknowledges that we have received your order request.
It does not necessarily mean that your order has been accepted or dispatched.

4. When the contract is formed

Your order is an offer to buy the selected products from us.
A contract between you and Wholsy Pets will normally be formed when we accept your order and dispatch the products.
We will send confirmation when your order is dispatched, where applicable.

5. When we may refuse an order

We may be unable to accept an order in certain circumstances.

For example:

A product is unavailable.
There is an obvious pricing error.
There is an obvious product description error.
We cannot deliver to the address provided.
There is a problem with payment.
We reasonably suspect fraudulent activity.
We are unable to fulfil the order for reasons outside our reasonable control.

If we cannot accept an order after payment has been taken, we will arrange an appropriate refund.

6. Pricing errors

We take reasonable care when displaying prices.
However, an obvious pricing error may occasionally occur.
If we identify an obvious error before dispatch, we may contact you.
You may then have the option to confirm the correct price or cancel the order.
If the order is cancelled because of a pricing error, any payment taken for the affected product will be refunded.

About These Terms

1. What these Terms cover

These Terms & Conditions apply to products purchased through the Wholsy Pets website.
They form part of the contract between you and Wholsy Pets Ltd.
They apply when you browse our website, place an order, or purchase products from us.
Please read these Terms before completing your purchase.
If you do not agree with these Terms, you should not place an order through the website.

2. Who these Terms are for

These Terms are intended for consumers.
A consumer is an individual buying products mainly for personal use.
If you are purchasing products for a business, resale, or another commercial purpose, different terms may apply.
Please contact us before placing a business order if you need further information.

3. Our commitment to clear information

We aim to write these Terms in clear and simple language.
We also aim to provide accurate information about our products, prices, delivery arrangements, and ordering process.
If you believe there is an error in these Terms, please contact us before placing your order.

4. Your legal rights

These Terms do not affect your statutory rights.
This includes rights you may have under applicable UK consumer protection legislation.
For example, goods must generally be of satisfactory quality, fit for purpose, and as described.
We will not use these Terms to remove rights that the law does not allow us to exclude.

Information About Wholsy Pets

1. Who we are

Our company name is Wholsy Pets Ltd.
In these Terms, we may refer to Wholsy Pets Ltd. as:
“Wholsy Pets”
“we”
“us”
“our”
References to “you” and “your” mean the person placing an order with us.

2. How to contact us

You can contact us about your order, products, delivery, damaged goods, or other customer service matters using the details below.

Email: ish@wholsypets.com

Telephone: +44 7805038640

If you contact us about an order, please include your order number where possible.

This helps us find your order more quickly.

3. How we may contact you

We may contact you using the email address, telephone number, or other contact details provided when you place your order.

We may contact you about:

Your order
Payment
Delivery
Product availability
Damaged products
Product-related issues
Changes affecting your order
Customer service enquiries

Please make sure your contact information is accurate.

Using the Wholsy Pets Website

1. Website information

We work to keep the information on our website accurate and up to date.
However, occasional errors may occur.
These may include errors relating to:
Product descriptions
Product images
Prices
Availability
Packaging
Product specifications
Delivery information
If we identify a significant error before your order is dispatched, we may contact you to discuss the issue.

2. Product images

Product images are provided to help you understand what the product looks like.
The actual product may vary slightly from the image shown online.
Packaging may also change over time.
A change to packaging does not necessarily mean that the product itself has changed.

3. Product information

Product descriptions are provided for general information.

Please read the product label and packaging before giving a product to your pet.

You should follow the feeding or usage instructions provided with the product.

If you are unsure whether a supplement is suitable for your pet, seek advice from a suitably qualified veterinary professional.

4. Website availability

We aim to keep the website available and working properly.
However, we cannot guarantee that the website will always be available.
The website may sometimes be unavailable because of:
Maintenance
Technical problems
Security issues
Internet problems
Third-party services
Events outside our reasonable control
We may also update, change, suspend, or withdraw parts of the website where reasonably necessary.

Prices and Payment

1. Product prices

The price payable for a product will be the price shown on the website when you place your order, subject to any obvious error.
Prices may change from time to time.
A price change will not normally affect an order that we have already accepted.

2. Promotions

We may offer discounts, promotional prices, voucher codes, or other offers.
Each promotion may have its own terms.
Where a promotion has specific conditions, those conditions will apply in addition to these Terms.
Promotional offers may be available for a limited time.
We may end or change a promotion in accordance with its stated terms.

3. Payment

Payment must be made using the payment methods available at checkout.
Payment information is processed through the relevant payment service provider.
We do not normally receive or store your full payment card details.

4. Payment failure

If payment is unsuccessful, your order may not be accepted.
If you believe you have been charged despite an unsuccessful order, please contact us.
We will check the payment and order status.

5. Payment confirmation

An order may not be dispatched until payment has been successfully authorised.
If a payment is reversed, declined, or otherwise fails after an order has been placed, we may contact you to resolve the issue.

Delivery

1. Where we deliver

Wholsy Pets currently ships products within the UK only.
We do not currently offer international delivery.
Please make sure your delivery address is within the area we serve before placing your order.

2. Our dispatch aim

We aim to ship orders placed by 3:00 pm on a working day on the same day.
We aim to have these orders sent for next-day delivery, subject to the delivery service and any circumstances outside our reasonable control.
Orders placed after 3:00 pm will normally be shipped on the next working day.
For example, an order placed after 3:00 pm on Monday will normally be processed for dispatch on Tuesday.

3. Next-day delivery

We aim to provide next-day delivery after dispatch.
However, dispatch and delivery are different stages.
A next-day delivery aim does not mean that delivery can be guaranteed in every case.
Delivery may take longer because of:
Courier delays
Severe weather
Postal disruption
Incorrect addresses
Failed delivery attempts
Public holidays
High delivery volumes
Technical problems
Events outside our reasonable control

4. Working days

Working days generally mean Monday to Friday.
They do not normally include weekends or UK public holidays.
The exact delivery timetable may depend on the delivery service used for your order.

5. Orders placed after 3:00 pm

Orders placed after 3:00 pm will normally be shipped on the following working day.
The delivery period will then begin from the date of dispatch.

6. Delivery address

You are responsible for providing a complete and accurate delivery address.
Please check the address before confirming your order.
We cannot guarantee delivery if an incorrect or incomplete address has been provided.
If you notice an address error, contact us as soon as possible.
We will try to correct it before dispatch where possible.

7. Delivery to a safe place

Where the delivery service allows safe-place delivery, you may be able to provide delivery instructions.
Any instructions must be suitable and lawful.
Once the courier confirms delivery to an authorised location, responsibility may pass to you in accordance with applicable law and the circumstances of the delivery.

8. Missed delivery

If you are not available to receive your order, the delivery service may:

Attempt delivery again.
Leave the parcel at an authorised safe location.
Leave instructions for collection.
Take the parcel to a local collection point.

The exact procedure depends on the delivery service.

9. Delayed delivery

We aim to dispatch orders promptly.
However, we cannot guarantee that a courier will always deliver within the expected period.
If your order is delayed, please contact us.
We will make reasonable efforts to help locate the parcel.
Nothing in this section limits any legal rights you may have because of a failure to deliver within a legally required period.

10. Lost deliveries

If you believe your order has been lost, contact us as soon as possible.

Please provide:

Your name
Order number
Delivery address
Date of order
Any tracking information available
We may need to contact the delivery provider to investigate.
Where the parcel is confirmed as lost, we will take appropriate action in accordance with your legal rights.

Damaged Products

1. Please check your delivery

Please check the external packaging when your order arrives.
If the parcel appears seriously damaged, you may, where practical, reject the delivery.
If you accept the delivery and find that the product or packaging has been damaged, contact us as soon as possible.

2. What to send us

If your product arrives damaged, please send us clear photographs showing:

The outer packaging
Any visible damage
The product
The product packaging
The shipping label
Any other relevant damage

Please email the images to:

ish@wholsypets.com

Include your order number in the email.

3. Replacement for damaged goods

Where a product has been damaged during delivery, we will assess the information provided.
Where appropriate, we will arrange a replacement.
If a replacement cannot reasonably be supplied, another appropriate remedy may be available depending on the circumstances and your legal rights.

4. Do not use damaged products

If a supplement has arrived damaged, do not use it until the matter has been reviewed.
This is particularly important where the product seal, container, packaging, or contents appear compromised.

5. Damaged packaging

Minor cosmetic damage to an outer delivery box does not necessarily mean the product itself is damaged.

However, if the product packaging or supplement has been affected, please contact us.

We will review the issue fairly.

Returns, Refunds and Your Legal Rights

1. Our approach to supplement returns

Because our products are pet supplements, we take product integrity seriously.

For health, safety, hygiene, and product-quality reasons, we generally cannot accept the return of supplements that have been opened or unsealed after delivery where the law allows this exclusion.

This is because we cannot verify how an opened product has been handled, stored, or whether its contents have been altered.

2. Sealed products and cancellation rights

We cannot state that every sealed supplement can never be refunded.
Where you have a statutory cancellation right under UK consumer law, that right may apply to an unopened and correctly returned product.
The Consumer Contracts Regulations 2013 provide cancellation rights for many online purchases.
Certain exceptions can apply.
One relevant exception concerns sealed goods that are not suitable for return because of health protection or hygiene reasons where they have become unsealed after delivery.
Therefore, our returns policy will be applied subject to your statutory rights.

3. Changed your mind

If you purchase a product online, you may have a statutory right to cancel within the applicable cancellation period.
For many online purchases, the cancellation period is 14 days from the day after you receive the goods.
The law contains exceptions and specific rules.
If the cancellation right applies, you must notify us within the applicable period.
You must then return the goods in accordance with the applicable legal requirements.

4. Condition of returned products

Where a return is legally permitted, products should be returned in an appropriate condition.
You should take reasonable care of the products while they are in your possession.
Where the law permits a deduction because the value of goods has been reduced by handling beyond what is reasonably necessary to establish their nature, characteristics, and functioning, such a deduction may apply.

5. Opened supplements

Where a supplement is sealed and becomes unsealed after delivery, the statutory cancellation right may be excluded where the relevant legal conditions are met.
This is because opened supplements may not be suitable for return for health protection or hygiene reasons.
This does not remove any rights you have where the product is faulty, damaged, incorrectly supplied, or otherwise does not meet your legal rights.

6. Faulty products

If a product is faulty, defective, unsafe, or does not match its description, please contact us.
Do not assume that our general returns policy removes your legal rights.
Depending on the circumstances, you may be entitled to:
A repair where applicable
A replacement
A price reduction
A refund
Another remedy provided by law

The appropriate remedy will depend on the circumstances and the applicable law.

7. Products that are not as described

If you receive a product that is materially different from the product you ordered, contact us promptly.
Please provide your order number and photographs where useful.
We will investigate the issue.
If the product was supplied incorrectly, we will arrange an appropriate remedy.

8. Products damaged before delivery

If the product arrives damaged, please follow the process in Section 8.
We may ask you to provide photographs before arranging a replacement.
This helps us investigate damage with the delivery provider.

9. Refund method

Where a refund is due, we will normally refund the payment method used for the original purchase.
We may use another method only where permitted or agreed with you.
We will not normally refund amounts that the law does not require us to refund.

10. Refund timing

The timing of a refund can depend on the reason for the refund and the applicable legal requirements.
Once a refund has been authorised, it may take additional time for the payment provider or bank to process it.
We cannot control processing times imposed by third-party payment providers.

11. Return postage

Where you are exercising a statutory cancellation right, the rules regarding return postage will depend on the circumstances and the information provided before purchase.
Where a product is faulty, damaged, incorrectly supplied, or otherwise gives rise to a legal remedy, we will handle return costs in accordance with applicable law.

12. No blanket waiver of consumer rights

We do not intend to create a blanket “no refunds in all circumstances” policy.
A term that removes rights which consumers are legally entitled to may not be enforceable.
Our policy is therefore subject to applicable UK consumer law.
UK guidance states that businesses must not use terms that remove or reduce consumer rights relating to faulty or misdescribed goods.

How to Request a Return or Refund

1. Contact us first

Please contact us before sending anything back.

Email:

ish@wholsypets.com

Telephone:

+44 7805038640

2. Information to provide

Please include:

Your full name
Order number
Email address used for the order
Product name
Reason for contacting us
Photographs where relevant
Details of the problem

This allows us to deal with your request efficiently.

3. Damaged products

For damaged products, photographs are particularly helpful.
Please photograph the product before disposing of the packaging.
We may need photographs of both the product and the outer packaging.

4. Do not send products without instructions

Please do not send products to an address unless we have provided return instructions.
This reduces the risk of products being lost or sent to the wrong location.

5. Returns must be safely packaged

Where a return is authorised, please package the product securely.
You remain responsible for taking reasonable care of the product until it reaches us, where the law places that responsibility on you.

Products Supplied in Error

1. Incorrect product

If you receive a product that you did not order, contact us.
Please provide your order number and details of the product received.
We will review the issue and provide appropriate instructions.

2. Wrong quantity

If your order contains fewer products than you purchased, contact us as soon as possible.
We may ask for photographs of the parcel and its contents.
If an error occurred on our side, we will take appropriate action.

3. Extra products

If you receive products that you did not order, please contact us.
Do not use products that you did not purchase until we have confirmed what to do.

Our Responsibility for Products

1. Product quality

We are responsible for supplying goods that meet the requirements imposed by applicable consumer law.
This includes legal requirements concerning quality, description, and fitness for purpose where applicable.

2. Product safety

We take reasonable steps to ensure that products supplied through our website are handled and supplied appropriately.
You should always read product labels and follow the manufacturer’s instructions.

3. Incorrect use

We are not responsible for problems caused by use that is contrary to product instructions, including inappropriate storage or giving a product in a manner contrary to its stated directions.
This does not limit any liability that cannot legally be limited.

4. Veterinary advice

Our website content is not a substitute for veterinary advice.
Pet health can vary from one animal to another.
If your pet has a medical condition or you have concerns about its health, speak with a qualified veterinary professional.

Events Outside Our Control

1. What this means

Sometimes events occur that are outside our reasonable control.

These may affect our ability to fulfil an order.

Examples may include:

Severe weather
Flooding
Fire
Natural disasters
Major transport disruption
Courier disruption
Industrial action
Government restrictions
Public health emergencies
Internet outages
Cyber incidents
Power failures
Supplier failures
Shortages
War
Civil unrest
Changes in law or regulation

2. What we will do

If an event outside our reasonable control affects your order, we will try to contact you where reasonably possible.
We will also take reasonable steps to reduce the effect of the delay.
If a substantial delay occurs, you may have rights to cancel your order and receive an appropriate refund under applicable law.

3. Our responsibility

Nothing in this section removes any legal rights you may have.
It also does not exclude liability where the law does not allow us to exclude it.

Your Responsibilities

When placing an order, you agree to provide accurate information.

This includes:

Your name
Delivery address
Email address
Telephone number
Payment information

You should also:

Check your order before submitting it.
Store products according to their instructions.
Follow product directions.
Keep relevant packaging and product information where useful.
Contact us promptly if something is wrong.
Take reasonable care of products after delivery.

If you provide incorrect information, this may affect delivery or our ability to contact you.

Website Content

1. General information

Our website may contain information about pet care, supplements, ingredients, products, feeding, and general pet wellbeing.
This information is provided for general information only.
It should not be treated as veterinary diagnosis or personalised veterinary advice.

2. Accuracy

We aim to keep website information accurate.
However, information may occasionally become outdated.
Product labels and packaging should be checked for the latest product-specific instructions.

3. External websites

Our website may contain links to websites operated by third parties.
These links may be provided for convenience.
We are not responsible for the content, availability, security, or privacy practices of third-party websites.
You should review the terms and privacy policies of those websites before using them.

Intellectual Property

1. Our content

Unless stated otherwise, content on the Wholsy Pets website belongs to Wholsy Pets Ltd. or is used by us with appropriate permission.

This may include:

Text
Product descriptions
Graphics
Images
Logos
Website design
Page layouts
Videos
Branding
Other website materials

2. Use of website content

You may view and use the website for your personal and lawful purposes.
You must not copy, reproduce, modify, distribute, publish, sell, or commercially exploit our website content without appropriate permission.

3. Brand use

You must not use the Wholsy Pets name, logo, branding, or other intellectual property in a way that suggests an unauthorised relationship with us.

Reviews and Customer Content

1. Customer reviews

We may allow customers to submit reviews, comments, photographs, or other content.
If you submit content, you should make sure it is truthful and based on your own experience.

2. Prohibited content

You should not submit content that:

Is unlawful
Is abusive
Is threatening
Is defamatory
Contains personal information about another person
Infringes someone else’s intellectual property
Contains malicious software
Is misleading
Is unrelated to the product or service
Promotes illegal activity

3. Use of submitted content

Where you submit content for publication, you permit us to use that content for reasonable website, marketing, or customer communication purposes, subject to applicable law.
We may remove content that we reasonably believe breaches these Terms.

4. Reviews and opinions

Customer reviews represent the opinions of the people who submit them.

A review does not necessarily represent the views of Wholsy Pets.

Privacy and Personal Information

1. Our Privacy Policy

We collect and use personal information when you use our website and place orders.
Our Privacy Policy explains how personal information is handled.
You should read our Privacy Policy before using the website.

2. Information needed for orders

We may need information such as your:

Name
Email address
Telephone number
Billing information
Delivery address
Order details

This information may be required to process and deliver your order.

3. Payment information

Third-party payment providers may process payment information.
Those providers may have their own terms and privacy policies.

4. Delivery information

We may provide necessary delivery information to courier or fulfilment providers so that your order can be delivered.
We only intend to use information in accordance with applicable privacy laws and our Privacy Policy.

Cookies

The website may use cookies and similar technologies.

Cookies may help us:

Keep products in your basket
Remember preferences
Understand website usage
Improve website performance
Provide relevant website functions
Support analytics

The use of cookies may be explained in our Cookie Policy or Privacy Policy.

Where consent is legally required, we will request it in accordance with applicable requirements.

Accounts and Website Security

1. Account information

If the website allows you to create an account, you are responsible for keeping your account information accurate.
You should also keep your login details secure.

2. Unauthorised access

If you believe someone has accessed your account without permission, contact us as soon as possible.

3. Misuse of the website

You must not knowingly:

Introduce viruses or malicious software.
Attempt to gain unauthorised access.
Attack or disrupt the website.
Attempt to access restricted systems.
Use the website for fraudulent purposes.
Use automated systems in a way that harms the website.
Interfere with another customer’s use of the website.

We may restrict access where there are reasonable security concerns.

Limitation of Liability

1. Our legal responsibilities

We are responsible for losses that the law requires us to be responsible for.
Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.
This includes liability for matters such as death or personal injury caused by negligence where applicable.

2. Consumer rights

Nothing in these Terms removes your statutory rights.
You may have rights where products are faulty, defective, unsafe, or not as described.

3. Reasonable limits

Where legally permitted, we will not be responsible for losses that were not reasonably foreseeable when the contract was formed.
We will also not be responsible for losses that arise solely because you failed to follow reasonable instructions provided with a product.
This does not apply where such a limitation would be unlawful.

4. Business customers

These Terms are primarily intended for consumer purchases.
If you are purchasing products as a business, please contact us before ordering.
Different terms may apply.

Complaints

1. We want to resolve problems fairly

If you are unhappy with an order, product, delivery, or service, please contact us.
We will review your complaint and try to resolve it fairly.

2. How to complain

You can contact us using:

Email: ish@wholsypets.com

Telephone: +44 7805038640

Please provide your order number where possible.

3. Information to include

A useful complaint should include:

Your name
Order number
Date of purchase
Product involved
Description of the problem
Photographs where relevant
What outcome you are seeking

4. Complaint review

We may need to investigate the issue with:

Our fulfilment team
Delivery provider
Supplier
Manufacturer
Payment provider

We will try to keep you informed where appropriate.

Cancelling an Order Before Dispatch

1. Contact us quickly

If you want to cancel an order before it is dispatched, contact us as soon as possible.
We aim to ship orders placed by 3:00 pm on a working day on the same day.
This means there may be a short period in which cancellation is possible.

2. Orders already dispatched

If an order has already been dispatched, it may not be possible to stop the delivery.
In that situation, your statutory cancellation or other legal rights may still apply where relevant.
Please contact us for instructions.

3. No guarantee of cancellation

We cannot guarantee that an order can be cancelled after it has entered the dispatch process.
This is particularly relevant to orders placed before the 3:00 pm dispatch cut-off.

If Part of These Terms Is Invalid

If a court or other competent authority decides that part of these Terms is invalid or unenforceable, the remaining provisions will continue to apply where legally possible.

We will seek to replace the affected provision with a lawful provision that reflects the original purpose as closely as reasonably possible.

Failure to Enforce a Term

If we do not immediately enforce a right or provision under these Terms, this does not mean that we have permanently waived that right.

For example, if we do not act immediately when a customer breaches a provision, we may still act later where legally permitted.

Entire Agreement

These Terms, together with any applicable information shown on the website, your order confirmation, and other policies expressly referred to in these Terms, form the basis of the agreement between you and Wholsy Pets for your purchase.

Nothing in these Terms is intended to remove any rights or obligations that cannot legally be removed.

Governing Law

The law of the relevant part of the United Kingdom applicable to your contract governs these Terms.

Where you are a consumer, you may also have mandatory legal rights and protections under the laws that apply to you.

Nothing in these Terms is intended to prevent you from relying on those rights.

Jurisdiction

If a dispute cannot be resolved informally, the courts with appropriate jurisdiction may deal with the matter.

If you are a consumer, this does not affect any mandatory rights you may have to bring proceedings in a particular court.

Customer Service Contact

For questions about these Terms, orders, products, delivery, returns, or damaged goods, please contact Wholsy Pets.

Wholsy Pets Ltd.

Email: ish@wholsypets.com

Telephone: +44 7805038640

Our customer service team will aim to help with your enquiry as efficiently as possible.

Important Information About Supplements

Wholsy Pets supplies pet supplements.
Supplements should be used responsibly.
Before using a product, please read the product label carefully.
Follow the recommended serving instructions.
Do not exceed the recommended amount unless a qualified veterinary professional has advised you to do so.
If your pet is taking medication or has an existing medical condition, consult your vet before introducing a supplement.
If your pet experiences an unexpected reaction after using a product, stop using the product and seek appropriate veterinary advice.

1. Individual results

Every pet is different.
Results from supplements can vary between animals.
Factors may include:
Age
Breed
Size
Diet
Activity level
Existing health
Individual needs
How consistently the product is used

We cannot guarantee a particular result for every pet.

2. Product claims

Information about a product’s features and benefits should be considered alongside the product packaging and instructions.
Nothing on our website should be treated as a guarantee that a supplement will produce a specific health outcome for every animal.

3. Veterinary care

Supplements should not be used as a replacement for professional veterinary care.
If you are concerned about your pet’s health, speak with your vet.
If your pet requires urgent care, seek veterinary assistance without delay.

Product Packaging and Seals

1. Packaging may change

Product packaging may occasionally change.
The packaging shown on our website may not always be identical to the packaging you receive.
This can happen because manufacturers update designs, labels, or packaging formats.

2. Product seals

Where a product is supplied with a seal, the seal is intended to help protect product integrity.
Please check the seal before use.
If the seal appears broken, damaged, or tampered with when the product arrives, please do not use the product.
Contact us immediately and provide photographs.

3. Suspected tampering

If you believe a product may have been tampered with, contact us before using it.
We may request photographs of the product, seal, packaging, and delivery parcel.
We will review the circumstances and take appropriate action.

Delivery Cut-Off Summary

For clarity, our current dispatch process is:

Orders placed by 3:00 pm on a working day:
We aim to ship the order on the same day.

Orders placed after 3:00 pm:
We normally ship the order on the next working day.

Delivery aim:
We aim for next-day delivery after dispatch.

The delivery aim is subject to the delivery service and circumstances outside our reasonable control.

Weekends and public holidays may affect dispatch and delivery times.

Damaged Delivery Summary

If your product arrives damaged:

If practical, you may reject a visibly damaged delivery.

If you accept it, check the product before use.

Take clear photographs of the parcel and product.

Include your order number.

Wait for our instructions before disposing of the product or packaging where possible.

We will review the issue and arrange an appropriate remedy where applicable.

Where the damage occurred before delivery or during delivery, your legal rights remain unaffected.

Delivery Problems

1. Incorrect address

If you provide an incorrect address, contact us immediately.
If the order has not been dispatched, we will try to update the address.
If it has already been dispatched, changes may not be possible.

2. Failed delivery

If delivery fails because nobody is available, the courier may follow its own redelivery or collection procedure.
Please follow the courier’s instructions.

3. Returned parcels

If a parcel is returned to us because of an incorrect address or repeated failed delivery attempts, contact us.
We will consider the circumstances and explain the available options.
Where additional delivery costs arise because of information you provided incorrectly, those costs may be relevant to any re-delivery arrangement, subject to applicable law.

Subscriptions and Repeat Orders

Unless a product page specifically states otherwise, an ordinary order is a one-off purchase.

If we introduce subscription or repeat-order services, separate subscription terms may apply.

Those terms will explain:

Billing frequency
Delivery frequency
Subscription price
Cancellation process
Renewal arrangements
Changes to subscription products

If you do not see subscription terms at checkout, you should not assume that an order creates an ongoing subscription.

Promotions and Discount Codes

1. Discount codes

If a discount code is offered, it must be entered correctly at checkout.
Unless stated otherwise, discount codes cannot be applied after an order has been completed.

2. Promotional conditions

A promotion may have restrictions.

These may relate to:

Product eligibility
Minimum spend
Customer eligibility
Promotional period
One-use limits
Other stated conditions

3. Combining offers

Unless stated otherwise, promotional codes cannot be combined with other offers.
The terms shown with a particular promotion will take priority where they specifically address that promotion.

Fraud and Suspicious Transactions

We take payment security and fraud prevention seriously.
We may carry out reasonable checks on orders.
If an order appears suspicious or fraudulent, we may delay or cancel the order.
If payment has already been taken and we cannot fulfil the order, we will arrange an appropriate refund.
We may also provide relevant information to payment providers or authorities where required or permitted by law.

Age and Authority to Purchase

Our products are intended for use with pets.
If you place an order, you confirm that you are legally capable of entering into a contract.
If you are placing an order on behalf of another person, you confirm that you have the authority to do so.

Changes to These Terms

1. Updating the Terms

We may update these Terms from time to time.

Changes may be needed because of:

Changes in law
Changes to our services
Changes to our delivery arrangements
Changes to payment methods
Changes to our website
Changes to our business practices

2. Existing orders

Changes to these Terms will not normally affect an order that has already been accepted where doing so would remove or reduce rights you already have.
The version of the Terms that applied when your order was accepted will generally apply to that order, subject to mandatory legal requirements.

3. Last updated date

The date at the beginning of these Terms shows when they were last updated.
We recommend checking this page periodically.

Transfer of Rights

1. Your rights

You may not transfer your rights or responsibilities under these Terms to another person unless we agree or the law allows it.

2. Our rights

We may transfer or assign our rights and responsibilities under these Terms as part of a business sale, restructuring, or transfer, provided that your legal rights are not adversely affected.

Returns Summary

Because Wholsy Pets supplies supplements, product integrity is important.
Opened or unsealed supplements may not be suitable for return for health protection or hygiene reasons where the applicable legal exception applies.
However, we do not intend to remove statutory rights.
If you receive a faulty, damaged, defective, or incorrectly supplied product, contact us.
If you have a statutory cancellation right for an online purchase, that right may apply to an eligible product.
The applicable legal exceptions will determine whether a return can be accepted.

Refund Summary

A refund may be available where:

A product is faulty.
A product is damaged before or during delivery.
We supplied the wrong product.
We cannot fulfil an accepted order.
You have a statutory cancellation right that applies.
Another legal right requires a refund.
We otherwise agree to provide a refund.

A refund may not be available where:

A product has been opened, and the applicable health or hygiene exception applies.
A statutory cancellation period has expired.
The product has been damaged by inappropriate use or storage.
Another lawful exception applies.

These examples are subject to your statutory rights.

What You Should Do Before Ordering

Before placing an order, we recommend that you:

Check the product description.
Check the product size.
Check the ingredients where relevant.
Check the recommended serving instructions.
Check that the product is suitable for your pet.
Check your delivery address.
Check your email address.
Check the total order price.
Check any promotional conditions.
Read these Terms & Conditions.

If you have concerns about whether a product is suitable for your pet, seek veterinary advice before purchasing or using it.

Our Approach to Customer Service

We aim to treat customers fairly and communicate clearly.
If something goes wrong, please contact us before taking further action where possible.
Providing your order number and photographs can help us resolve issues faster.
We will review complaints and product issues based on the individual circumstances.
We will also take account of your legal rights.
Our goal is to resolve genuine problems fairly while protecting product quality and customer safety.

No Waiver of Statutory Rights

Nothing in these Terms is intended to:

Remove your statutory rights.
Restrict your right to receive goods that meet legal requirements.
Exclude liability that cannot legally be excluded.
Prevent you from exercising a legal right.
Give Wholsy Pets rights that the law does not permit.

Consumer contracts must be fair and transparent.

UK government guidance confirms that businesses should not rely on unfair terms that remove or reduce consumer rights.

If any wording in these Terms conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

Contact Us About These Terms

If you have any questions about these Terms & Conditions, please contact us.

Wholsy Pets Ltd.

Email: ish@wholsypets.com

Phone: +44 7805038640

Please include enough information for us to understand your question.

For an existing order, include your order number.

Final Terms

These Terms are intended to explain how purchases through Wholsy Pets work.
We aim to make ordering simple, clear, and reliable.
We aim to dispatch orders placed by 3:00 pm on working days on the same day.
Orders placed after 3:00 pm are normally dispatched on the next working day.
We currently ship within the UK only.
If a product arrives damaged, please contact us and provide clear photographs of the product and packaging.
Where appropriate, we will arrange a replacement or another remedy.
For supplement returns, we take product integrity seriously.
Opened or unsealed supplements may be excluded from cancellation rights where the applicable legal health or hygiene exception applies.
However, we will always respect statutory consumer rights.
If a product is faulty, defective, damaged, or incorrectly supplied, please contact us.
Your legal rights remain protected.

Wholsy Pets Ltd.

Email: ish@wholsypets.com

Phone: +44 7805038640