Terms and Conditions

These terms and conditions govern your use of The Dog Store website and your purchase of products from us. Please read them carefully before placing an order. By placing an order, you confirm that you have read, understood, and agree to these terms.

The Dog Store is operated by Oxford Pet Whisperers Ltd. Our business address is 5 Hawksworth, Didcot, OX11 7HR.

These terms do not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

When you place an order on our website, you are making an offer to purchase the products in your basket. We will send you an order confirmation email, which acknowledges receipt of your order. A legally binding contract between us is formed when we send you a dispatch confirmation email.

We reserve the right to refuse or cancel any order, for example if a product is out of stock, if there is an error in the price or description, or if we suspect fraudulent activity. If we cancel your order after payment has been taken, we will issue a full refund within 14 days.

All prices are displayed in pounds sterling (£) and include VAT where applicable. Delivery charges are shown separately at checkout and are not included in the product price unless stated.

We take reasonable care to ensure prices are accurate. If we discover a pricing error after you have placed an order, we will contact you and give you the option to proceed at the correct price or cancel for a full refund.

Payment is processed securely by Shopify Payments. We accept major credit and debit cards. We do not store your card details.

We aim to dispatch orders placed before 1pm on a working day on the same day. Delivery timescales are estimates and are not guaranteed. We are not liable for delays caused by Royal Mail or other circumstances outside our reasonable control.

Full details of delivery options, costs, and timescales are set out on our Delivery & Returns page.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To cancel, contact us at hello@thedogstore.uk before the 14-day period expires. Once we confirm your cancellation, you have a further 14 days to return the goods. You are responsible for the cost of return postage unless the item is faulty or was sent in error.

Refunds are issued within 14 days of receiving the returned goods, using the same payment method. The right to cancel does not apply to perishable goods (including opened pet food and treats), personalised items, or goods that cannot be returned for hygiene reasons once opened.

Under the Consumer Rights Act 2015, all goods we sell must be of satisfactory quality, fit for purpose, and as described. If a product does not meet these standards, you may be entitled to a repair, replacement, or refund.

If you receive a faulty, damaged, or incorrect item, contact us within 30 days of receipt. We will arrange a replacement or refund and cover all return postage costs.

Nothing in these terms limits or excludes your statutory rights as a consumer.

Product descriptions, ingredient lists, and analytical constituents displayed on product pages are provided for information purposes. Always read the label on the product you receive. If your pet has specific dietary requirements, allergies, or health conditions, consult your vet before changing their diet.

We do not stock prescription pet food or veterinary medicines. Nothing on this website constitutes veterinary advice.

The Dog Store Rewards programme is operated by Smile.io on our behalf. Points and rewards may be available for eligible purchases and qualifying actions. Your current balance, available rewards and programme terms are shown in the My Rewards portal. Points have no cash value and cannot be transferred.

We may modify or discontinue the rewards programme in accordance with its active terms. If an item is returned, the programme may adjust any associated points or rewards. The Smile Rewards portal shows the terms that apply to your account.

Discounts for Oxford Pet Whisperers members are applied automatically at checkout based on your active membership tier. Discounts are subject to your membership remaining active and in good standing. We reserve the right to withdraw a discount if a membership lapses or is cancelled.

OPW member discounts cannot be combined with other promotional discount codes unless explicitly stated.

All content on this website, including text, images, logos, and design, is owned by or licensed to Oxford Pet Whisperers Ltd. You may not reproduce, distribute, or use any content from this website without our prior written consent.

To the extent permitted by law, our liability to you for any loss or damage arising from your use of this website or purchase of products is limited to the value of the products you purchased. We are not liable for indirect or consequential losses.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

We may update these terms from time to time. The date at the top of this page reflects when they were last updated. Continued use of the website after changes are posted constitutes acceptance of the updated terms.

If you have any questions about these terms, contact us at hello@thedogstore.uk or via the contact form.