If you change your mind about a purchase, we will be happy to refund it for you within 30 days of purchase.

Please be aware that we will need a copy of your till receipt in order to do this as we need to scan the barcode at the bottom to get your transaction details.

There are a few exceptions to this, which are outlined below, but always contact us if you are unsure. 

If any product is faulty we can exchange or refund you and your statutory rights will not be affected.​

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Harnesses, Coats, Leads & Collars

If you have purchased the wrong size harness, collar or lead style you can return for an exchange as long as the packaging is intact and the item is in an unworn condition. All coats must be returned dog hair free, any cleaning required will incurr a £4.95 charge.

 

Please be aware that if your harness, coat, or collar was fitted by a member of staff in store and was worn out of the shop we will not be able to return, unless faulty.

We always recommend checking the fit of harnesses and collars on your dog regularly, especially with puppies as they grow so quickly. If you need help with this to ensure your harness is always fitting comfortably a member of staff will be happy to help.​

 

Dog Toys

We do not return or exchange dog toys unless they are in their original packaging or there is a genuine manufacturing fault. Unfortunately manufacturing faults do not include the dog chewing up the toy, or causing damage to the toy in any way.

No toys are indestructible, we are happy to advise on harder wearing toys but please remember that they are designed to be chewed on.

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If you need to return an item for any reason please contact us and we will be happy to help.

For any items purchased online you will be responsible for any return postage or costs. 

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Terms and Conditions of Sale

 

1. Who We Are

This website is operated by Bertie's Pet Store Ltd

• Registered Office: 54 High Street, Portishead, BS206EL

• Company Registration Number: 13972572

• Contact Email: hello@bertiespetstore.co.uk

 

2. The Contract Between Us

When you place an order, you are making an offer to purchase goods. A legally binding contract is only formed when we send you an Order Confirmation email. We reserve the right to decline any order for any reason (e.g., stock unavailability or suspicion of fraud).

 

3. Pricing and Payment

• Prices: All prices are shown in GBP (£) and include VAT where applicable.

• Delivery: Delivery costs will be clearly displayed at the checkout before you confirm your order.

• Errors: While we try to ensure all prices are accurate, errors may occur. If we discover a pricing error, we will give you the option to reconfirm at the correct price or cancel.

• Payment: We accept payments as shown. Payment is taken at the time of ordering.

 

4. Delivery

• We will deliver the goods to the address you provide.

• Standard delivery is usually within 3-5 working days. Unless otherwise agreed, all goods will be delivered within 30 days of the order date.

• If we cannot deliver within the agreed timeframe, we will notify you and offer a full refund.

 

5. Your Right to Cancel (Cooling-off Period)

Under the Consumer Contracts Regulations, you have the right to cancel your order for any reason within 14 days of receiving your goods.

• How to Cancel: You must inform us in writing via email or our contact form.

• Returning Goods: You must return the goods to us at your own expense within 14 days of cancellation. The goods must be in their original condition.

• Refunds: We will refund the full cost of the goods plus the basic delivery charge within 14 days of receiving the goods back.

Note: This right does not apply to personalized items, perishable goods (like food), or sealed items that have been unsealed (like earrings or software).

 

6. Faulty or Damaged Goods

Under the Consumer Rights Act 2015, goods must be:

1. As described

2. Fit for purpose

3. Of satisfactory quality

If your goods are faulty, you have a "short-term right to reject" and get a full refund within 30 days of receipt. After 30 days, we may offer a repair or replacement.

 

7. Limitation of Liability

We are responsible for foreseeable loss or damage caused by us. We are not liable for business losses (e.g., loss of profit) as our products are supplied for domestic and private use only. We do not exclude liability for death or personal injury caused by our negligence.

 

8. Governing Law

These terms are governed by the laws of [England & Wales / Scotland / Northern Ireland], and any disputes will be subject to the exclusive jurisdiction of those courts.

 

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