Urban Pet Play Ltd
Last Updated: 6 October 2026
These Terms of Sale apply when you purchase products from Urban Pet Play Ltd through our website. They explain how orders are placed and accepted, payment, pricing, delivery, cancellations, returns, refunds and your rights as a consumer.
Please read these Terms of Sale carefully before placing an order.
Nothing in these Terms of Sale limits or excludes your statutory rights under UK consumer law.
Urban Pet Play Ltd operates an online pet shop supplying pet products, accessories and related goods.
Business Name: Urban Pet Play Ltd
Company Number: 16404323
Registered Office: Unit A456 4 – 6 Greatorex Street Greatorex Street, London, England, E1 5NF
Website: www.urbanpetplay.co.uk
Email: info@urbanpetplay.co.uk
Telephone: 0330 043 2764
These Terms of Sale apply to purchases made through the Urban Pet Play Ltd website.
If you are purchasing products as a consumer, you benefit from rights and protections provided by UK consumer law.
A consumer is generally an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
We aim to provide accurate descriptions, photographs, specifications and other information for products sold through our website.
Product images are generally for illustrative purposes. Packaging, colours, designs and other minor details may differ from the images displayed online, particularly where manufacturers update products or packaging.
We may update our product range at any time.
All products are subject to availability.
Customers are responsible for selecting products appropriate for their pets.
Before using a product, please check its packaging, instructions, warnings, ingredients and suitability for your animal.
Factors such as your pet’s species, breed, size, weight, age, allergies and health may affect whether a particular product is suitable.
Information provided by Urban Pet Play Ltd is intended as general product information and should not be treated as veterinary advice.
If you have concerns about your pet’s health, diet or wellbeing, consult a suitably qualified veterinary professional.
To place an order, select the products you wish to purchase and complete our online checkout process.
Before submitting your order, you will have an opportunity to review your order and correct errors.
You are responsible for ensuring that the information provided during checkout is complete and accurate.
When you submit an order, you are making an offer to purchase the products shown in your order.
After you place an order, we may send you an acknowledgement confirming that we have received it.
An order acknowledgement does not necessarily mean that your order has been accepted.
A contract between you and Urban Pet Play Ltd will normally be formed when we expressly accept your order or confirm that the products have been dispatched, depending on our checkout and fulfilment process.
We may refuse or cancel an order where reasonably necessary, including where:
A product is unavailable.
Payment cannot be authorised.
The delivery address is invalid or outside our delivery area.
We reasonably suspect fraudulent or unauthorised activity.
An obvious pricing or product-description error has occurred.
Legal or regulatory restrictions prevent us from supplying the product.
If we cancel an order after payment has been taken, we will refund the appropriate amount.
Product prices are displayed in pounds sterling (£) unless otherwise stated.
Where applicable, prices include VAT at the prevailing rate.
We aim to ensure that prices are accurate and clearly displayed.
Any mandatory delivery charges or other unavoidable charges applicable to the order will be disclosed before you place your order.
We do not intentionally use hidden mandatory charges.
Despite reasonable care, a product may occasionally be incorrectly priced.
If we discover an obvious pricing error before accepting your order, we may contact you and give you the opportunity to purchase the product at the correct price or cancel your order.
We will not charge you a higher price without your agreement.
Available payment methods will be displayed during checkout.
You must provide accurate payment information and be authorised to use the selected payment method.
Payment may be taken when you place your order or at another clearly disclosed stage of the ordering process.
Your order may be delayed or cancelled if payment cannot be authorised.
Urban Pet Play Ltd may periodically offer discount codes, promotional prices and special offers.
Promotions may be subject to additional conditions, including:
Minimum order values.
Selected products.
Specific customer eligibility.
Expiry dates.
Maximum discounts.
One use per customer.
Restrictions on combining promotions.
Any material conditions will be communicated as part of the promotion.
Urban Pet Play Ltd offers free standard UK delivery on qualifying orders over £100, subject to applicable exclusions.
Certain heavy, oversized, specialist or restricted products may not qualify.
Eligibility and any delivery charge will be displayed during checkout before you place your order.
Available delivery options, estimated delivery periods and applicable charges will be displayed on our website or during checkout.
Please see our separate Delivery Information page for further details.
Delivery dates and times are estimates unless we expressly agree otherwise.
We will fulfil consumer orders within the period agreed with you or, where no specific period has been agreed, within the period required by applicable law.
You must provide a complete and accurate delivery address.
Please check your address carefully before placing your order.
If you notice an error after ordering, contact Urban Pet Play Ltd as soon as possible.
We cannot guarantee that an address can be changed once an order has entered processing or dispatch.
For consumer purchases, risk in the goods generally passes to you when the goods come into your physical possession or the possession of a person identified by you to receive them, subject to applicable law.
Different rules may apply where you independently arrange a carrier that was not offered by us.
If you are a UK consumer purchasing goods online, you will normally have the right to cancel your contract within 14 days of receiving the goods, subject to statutory exceptions.
You generally do not need to provide a reason for exercising this cancellation right.
To cancel, you must clearly inform Urban Pet Play Ltd of your decision within the applicable cancellation period.
After notifying us that you are exercising an applicable statutory cancellation right, you will normally have a further 14 days to return the goods.
Unless the goods are faulty, incorrect or otherwise non-conforming, you may be responsible for the direct cost of returning them where we have informed you of this responsibility as required by law.
Please see our Returns & Refunds Policy for full return instructions.
You are entitled to inspect goods in a way that would reasonably be permitted in a physical shop.
If you handle goods beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund for any diminished value, where permitted by law.
The statutory right to cancel does not apply to every product.
Depending on the circumstances, exceptions may include:
Goods made to your specifications or clearly personalised.
Goods liable to deteriorate or expire rapidly.
Certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.
Other goods covered by a statutory exemption.
This does not remove your rights if goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
Certain pet food, treats and hygiene-sensitive products may be subject to return restrictions where an applicable legal exemption applies.
For example, certain sealed hygiene-sensitive goods may not be eligible for a change-of-mind return after their seal has been broken.
Your statutory rights concerning faulty, unsafe, damaged, incorrectly supplied or non-conforming goods remain unaffected.
Where you validly exercise a statutory cancellation right, we will refund payments due to you in accordance with applicable UK consumer law.
This will generally include the price paid for the goods and the cost of our least expensive standard delivery option where the whole eligible order is cancelled.
If you selected an enhanced or more expensive delivery method, the additional delivery cost may not be refundable.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed where permitted.
Products supplied by Urban Pet Play Ltd must meet the standards required by applicable consumer law.
Under the Consumer Rights Act 2015, goods supplied to consumers must generally be:
Of satisfactory quality.
Fit for their particular purpose where applicable.
As described.
In conformity with the contract.
If a product does not meet these requirements, you may have statutory rights to remedies such as rejection and refund, repair or replacement, depending on the circumstances and timing.
Where goods do not conform to the contract, consumers may have a 30-day short-term right to reject them under the Consumer Rights Act 2015, subject to the requirements and exceptions of that legislation.
Other remedies may apply after this period.
Please contact Urban Pet Play Ltd promptly if you believe a product is faulty or does not conform to the contract.
If your parcel arrives damaged or you receive an incorrect product, please contact us as soon as reasonably possible.
Where appropriate, provide:
Your order number.
A description of the problem.
Details of the affected product.
Photographs of the product and packaging.
Providing photographs may help us investigate the issue more quickly but does not replace your statutory rights.
If an item is missing from your delivery, contact our customer service team with your order number and details of the missing product.
We will investigate the order and provide an appropriate solution.
All products are subject to availability.
If a product becomes unavailable after you place your order, we will inform you and, where applicable, refund the amount paid for the unavailable product.
We will not substitute a materially different product without your agreement.
Customer and pet safety is important to Urban Pet Play Ltd.
If we become aware of a relevant product safety issue or recall affecting goods supplied to customers, we may contact affected customers where appropriate and provide instructions concerning the product.
Customers should follow product safety notices and recall instructions promptly.
Nothing in these Terms of Sale excludes or restricts liability where doing so would be unlawful.
Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or other liability that cannot lawfully be excluded.
For consumer contracts, we are responsible for losses that are a foreseeable consequence of our breach of contract or failure to use reasonable care and skill, subject to applicable law.
We are not responsible for delays or failures caused by circumstances outside our reasonable control where permitted by law.
Such circumstances may include severe weather, transport disruption, courier disruption, natural disasters or significant failures affecting infrastructure or communications.
This does not affect any mandatory consumer rights, including rights relating to delivery.
We use personal information in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.
Information may be used to process orders, take payments, arrange delivery, provide customer support and meet our legal obligations.
We may update these Terms of Sale from time to time.
The terms that apply to your purchase will normally be those in effect when the contract is formed.
Updated terms will be published on our website with an appropriate revision date.
These Terms of Sale are governed by the laws of England and Wales, subject to mandatory consumer protections that may apply to customers elsewhere in the United Kingdom.
Nothing in these Terms of Sale prevents a consumer from exercising rights regarding jurisdiction provided by applicable consumer law.
Nothing in these Terms of Sale is intended to exclude, restrict or replace your statutory rights.
Relevant UK legislation may include the:
Consumer Rights Act 2015
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Digital Markets, Competition and Consumers Act 2024
Data Protection Act 2018
UK General Data Protection Regulation (UK GDPR)
If any provision of these Terms of Sale conflicts with a mandatory statutory consumer right, the statutory right will take priority.
If you have questions about an order, cancellation, delivery, return or refund, please contact:
Urban Pet Play Ltd
Website: www.urbanpetplay.co.uk
Email: info@urbanpetplay.co.uk
Telephone: 0330 043 2764
Registered Office: Unit A456 4 – 6 Greatorex Street Greatorex Street, London, England, E1 5NF
Company Number: 16404323
Please include your order number when contacting us about an existing purchase.
Urban Pet Play Ltd aims to provide customers with a straightforward and trustworthy way to purchase pet supplies online.
With clear pricing, convenient UK delivery, free standard delivery on qualifying orders over £100, straightforward returns and statutory consumer protections, we’re committed to providing a reliable online shopping experience for pet owners across the UK.
