Terms & Conditions

Terms & Conditions of the Sale:

These Terms and Conditions and our Privacy Policy govern your use of the www.petstruehouse.co.uk website (“The Site”). This page provides information about The Site and the legal requirements that may apply to your use of The Site and any product or service you order from us. These terms do not affect your statutory rights.

The Site is owned and operated by Archer Ecom Limited. Archer Ecom Limited is registered in England and Wales (company registration number 13686693). Our registered office is at 82A James Carter Road, Mildenhall, IP28 7DE. 

If you have any questions relating to the terms and conditions please use our Contact Us page and a member of the customer service team will be in contact.

Jurisdiction & Applicable Law: 

Use of and purchase made on The Site are governed by the English and Wales law. The contract for purchases made on The Site are made with Archer Ecom Limited T/A www.petstruehouse.co.uk. 

These Terms and any dispute or claim arising out of, or in connection with them or their subject matter or formation, including non-contractual disputes or claims, shall be governed by and construed in accordance with the law of England and Wales.

Intellectual Property:

All rights, including copyright and other intellectual property rights, in and to this Website are owned by or licensed to Archer Ecom Limited. If you acquire any copyright or other intellectual property rights in the Website (whether by operation of law or otherwise), then you agree to assign those rights to us (including any rights you may have in user generated content that you submit through the Website) on a worldwide basis absolutely to the fullest extent permitted by law.

You will also unconditionally and irrevocably waive any and all moral rights you acquire in or to the Website. You do not have permission to reproduce, modify, copy or distribute our content for commercial purposes without written permission from us. No licence is granted to use any trademark of Archer Ecom Limited or its companies.

Registration, Password & Security:

You must ensure all details provided upon registration will be correct and up to date. When you register to use the The Site you will be asked to create a password; this must be kept confidential and you must not disclose or share it with anyone, even Archer Ecom Limited staff. You as the owner of the account are responsible for all activities and orders that are submitted under your account. If you suspect that someone else knows your password you should change the password by logging in to your account and changing the password.

Product Description, Availability & Price:

All products and prices on The Site should be accurate when published on the website. We reserve the right, however, to change prices at any time without notice to you. Every effort is made to ensure that prices shown are accurate at the time you place your order.

All product prices shown are inclusive of any VAT (where applicable). The prices do not include the cost of delivery or any other service offered.

Products availability is subject to stock. In the event that the specified products are no longer available, we will make efforts to propose a suitable alternative. If no alternative is available, the Supplier retains the right to cancel the order and will provide a refund for any payments made for undelivered products. 

We also reserves the right to modify the Goods Specification as necessary, including to comply with any applicable statutory or regulatory requirements.

If, by mistake, we have under priced a product, we will not be liable to supply that product to you at the stated price, provided that we notify you before we despatch the product to you. In those circumstances, we will refund you for the items ordered and notify you of the correct price, giving you the opportunity to purchase the items at the correct price, subject to stock availability.

Slight variations in colour and appearance may occur. We take great care to reproduce product descriptions and specifications provided by manufacturers accurately, but errors may occur. We will not be responsible for any errors or omissions. If there is anything which is unclear, or if you wish to obtain further information, please contact us.


You’re responsible for providing valid credit or debit card details. You must be authorised to use these details and to authorise us, or our payment service provider, to take payment in full for the items you’ve ordered, including any associated fees due to us under these Terms, including delivery fees. 

Age Restricted Sales:

In order to purchase ‘Age Restricted’ products, you must be aged 18 or over. If you are under 18 it is an offence to purchase or attempt to purchase these items. You may be required to provide valid Proof of Age before delivery is made to your delivery address. If a product is ‘Age Restricted’ this will be stated on the ‘Product Description’ page.

Acceptance of Order:

Your order is only contractually accepted once it has been shipped. We reserve the right to cancel and refund your order prior to this point.

Delivery Policy:

The delivery charge for your order is calculated at the checkout and is based on your chosen delivery option, which can range from next day to standard delivery. Note that there is only one parcel charge per order.

What is the method of delivery for my order?

Evri / Royal Mail: Standard Delivery:

We offer Standard delivery through Evri and Royal Mail. This service aims to deliver your order within 2/3 working days, including Saturdays, after it has been dispatched. Once your order has been dispatched, we will provide you with a tracking number for your package. Please note that delivery times may vary depending on the destination and may take slightly longer for remote areas.

UPS / DPD: Next-Day | Express Delivery:

Your parcels will be delivered to your door the next working day after dispatch by UPS / DPD. We will provide you with a tracking number, and the service is fully tracked, including a 1-hour delivery window for most options.

When can I expect to receive my order?

Typically, you can expect your delivery orders to arrive within 1-3 working days from the date of placement, depending on the shipping option you select. Please note that delivery times may be longer for orders shipping to locations outside of UK mainland.

Will all of the items in my order be shipped together?

We will gather all of the items in your order and ship them together. However, if your order is large, it may be divided into multiple packages and may not be received at the same time. If you have ordered an item marked as “pre-order”, we will typically wait until the entire order is ready before shipping. If you would like part of your order to be shippedearlier, please let us know and we will be happy to accommodate your request.

What are the typical delivery times for your company?

Our standard delivery service includes small parcels sent by Royal Mail and medium and large parcels sent by courier. These deliveries typically occur Monday through Saturday, between the hours of 8:00am and 7:00pm. You can track your parcel’s delivery time if a tracking number is provided with your order. Additionally, you can provide delivery instructions during the checkout process.

What is the procedure for handling missed deliveries?

If you are not present at the time of delivery and have provided specific instructions, the courier will make every effort to follow them. If no instructions are provided, the courier will attempt to leave the package in a secure location on your property and leave you a note indicating where it has been placed. If no secure location can be found, the driver will then try to leave the order with a neighbour and leave a note indicating which neighbour the package was left with.

If delivery is unsuccessful after three attempts, the package will be returned to us.

We cannot be held responsible for any missing packages that have been left as per the customer’s instructions.

Cancellation Policy:

To cancel or remove products from your order, or to change the delivery address, please contact us If your order has not been processed. We will try to accommodate the requested modification. Please note unwanted personalised or made to order items can not be modified or cancelled once your order is submitted. Unfortunately, it is not possible to add products to your order after the order has been placed.

Returns & Refunds:

According to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel an order and receive a full refund within 30 days of receiving the item from us, even if you simply change your mind. The refund will include the lowest shipping costs you selected when placing the order. You are responsible for the cost of returning the item to us and must notify us of your cancellation and return the item by recorded delivery within 30 days. We will process the refund within 30 days of receiving the returned item. Please take care to keep the item and packaging in good condition until we receive it, as any damage may affect the refund amount.

Non-Returnable & Non-Refundable Items:

  • Perishable items such as temperature-sensitive food or medication

  • Medication – In compliance with regulatory laws, we are unable to accept returns of any medication, including both licensed and prescription items

  • Items that have been opened or used (unless they are found to be defective) and not returned in their original packaging

The 30 day limit for requesting a refund does not apply to any items that are faulty, not fit for purpose, or not as described at the time of order placement. For damaged or faulty items, you have 30 days to arrange a return or refund.

For all items returned after the 30 days period, you are required to provide a written explanation for the return. The refund for these items may not be full, depending on the circumstances (such as if you used the item for a period of time before it broke, you may have to bear some of the cost for that period). In general, our liability for compensation for delayed or non-arrival orders is limited to the value of the order placed and you will not be eligible for additional compensation (such as taking time off work to receive the order).

Missing Items:

If you have ordered multiple items same time, it is possible that they have been shipped in multiple parcels. You can see the contents of each parcel by looking at your order details on the Orders Dashboard. If having received all your parcels, an item is still missing, please contact us within seven working days and we will make arrangements to resolve the issue.

Warranty Issues:

If you have a product warranty issue, you should contact us and we will make arrangements to resolve the issue. If necessary we will make arrangements to have the product returned to us at our cost. If we send you a replacement product, we will also cover the cost of sending you the replacement.

Third Party Rights:

These Terms do not give rise to any rights for any third party to enforce any term of these Terms.

Events Beyond Reasonable Control:

We will not be in breach of any of our obligations under these Terms (or otherwise liable for any failure or delay in performance) if we are prevented, hindered or delayed in or from performing any of our obligations by any event beyond our reasonable control. The time for performance of our obligations shall be extended accordingly.