Terms & Conditions

Last updated: 9 October 2026

1. Who we are

petmonkey.co.uk is the online shop of Pet Monkey, an independent UK business based at 1 Old Park Farm, Woodbridge IP13 0LZ, United Kingdom. Our legal business name is Pet Monkey, and your contract is with Pet Monkey. Email: support@petmonkey.co.uk. Phone: +44 7479 779826. Pet Monkey is not a limited company. Full business details are on our Legal Notice page.

2. These terms

These terms apply to every order placed on petmonkey.co.uk. Please read them with our Shipping Policy, Returns & Refunds Policy, Payment Policy and Privacy Policy. If anything here appears to conflict with one of those policies, the policy on that topic applies.

3. Who can buy

You must be 18 or over to place an order. We sell to consumers for delivery to addresses in England, Scotland and Wales (Great Britain). We do not deliver to Northern Ireland, the Channel Islands, the Isle of Man, BFPO addresses or addresses outside the UK, and orders for those addresses cannot be placed.

4. Products

• Every product we sell is a Pet Monkey branded product, sold new.
• Product photos on this site are digitally created images of our products. Colours on screen can vary slightly from the real item.
• Our products are for pets, not children. Please read our Pet Toy Safety Guide and supervise your pet with any toy or chew.

5. Ordering and when the contract is formed

1. Add the items you want to your basket. You can change quantities or remove items in your basket at any time before you pay.
2. At checkout, enter your billing and delivery details and choose a delivery service. Before you place your order, the checkout page shows your items, the delivery charge and the total price, so you can check everything and correct any mistakes in your details or your basket.
3. Tick the box to accept these terms, then press the order button. Pressing it means you are placing an order with an obligation to pay, and your card is charged at that point.
4. We email you an order confirmation. This confirms we have received your order; it is not yet acceptance.
5. The contract between you and us is formed when we email you to confirm your order has been dispatched.
6. If we cannot accept your order, for example because an item is unavailable or there is a pricing error, we will tell you and refund you in full.

If you notice a mistake in your order after placing it, contact us as soon as possible and we will correct it before dispatch where we can.

Contracts are concluded in English. We keep a record of your order, its details are in your order confirmation email, and if you have an account you can also see your orders there. These terms may change over time, so we recommend that you save or print a copy of this page when you order.

6. Prices

Pet Monkey is not registered for VAT, so no VAT is charged. Prices are shown in pounds sterling (GBP) and are the final price of the item. No VAT, duties or other fees are added at checkout; the only extra is the delivery charge, shown before you pay.

Delivery is charged per order: £3.99 for Tracked 48 or £5.49 for Tracked 24. There are no handling, service or small-order fees.

Pricing errors

If we discover that an item was shown at the wrong price, we will contact you before dispatching your order. You can then continue at the correct price or cancel for a full refund. We will never charge you more than the price you paid at checkout without your agreement.

7. Payment

We accept Visa, Mastercard, American Express and Discover cards, processed by Stripe. Payment is taken when you place your order. See our Payment Policy.

8. Delivery

We deliver to addresses in England, Scotland and Wales using Royal Mail. We do not deliver to Northern Ireland, the Channel Islands, the Isle of Man or BFPO addresses. Dispatch times, delivery estimates, the areas we cover and what happens if a parcel is late, lost or damaged are set out in our Shipping Policy. We deliver within 30 days of your order unless we agree a different date with you. Your order is our responsibility until it is delivered to you.

9. Cancellations and returns

Under the Consumer Contracts Regulations 2013, you have a legal right to cancel your order at any time from placing it until 14 days after the day it is delivered, without giving a reason, and then a further 14 days to send the items back. If you cancel, you pay the cost of returning the items, and we refund the price of the items and, if you cancel the whole order, the standard delivery charge.

Separately, our 30-day returns policy lets you return unused items for a change of mind within 30 days of delivery. How to cancel or return, the condition items must be in, return postage, refunds and the model cancellation form are covered in our Returns & Refunds Policy.

10. Faulty goods and your statutory rights

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not:

• up to 30 days after delivery, you can reject them for a full refund;
• after that, you can ask for a repair or replacement, and if that is not possible or does not fix the problem, a price reduction or a refund;
• a fault that appears within 6 months of delivery is assumed to have been there at delivery unless we can show otherwise; and
• you can make a claim for up to 6 years in England and Wales, and up to 5 years in Scotland.

Nothing in these terms affects your statutory rights.

11. Using our products safely

• Choose the right product and size for your pet.
• Supervise your pet when it is using a toy or chew.
• Check products regularly and remove or replace them when they are worn or damaged.
• Keep our products out of reach of children.

If a product seems faulty, stop using it and contact us.

12. Our responsibility to you

• We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious it would happen, or if both you and we knew it might happen when the contract was made.
• We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your statutory rights as a consumer.
• We only sell to consumers for private use, so we are not responsible for business losses such as loss of profit or business interruption.

13. Events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as severe weather, postal disruption or industrial action. If this happens, we will tell you as soon as possible and do what we can to reduce the delay. If the delay is significant, you can cancel your order and receive a refund for any goods you have not received.

14. Intellectual property

The Pet Monkey name and the design, text and images on petmonkey.co.uk belong to Pet Monkey or are used with permission. You may not copy or reuse them for commercial purposes without our written permission.

15. Complaints

If you are unhappy with anything, please contact us by email, phone or post using the details in section 1. We reply to emails within 1 working day and will try to resolve your complaint. If we cannot resolve it, we will tell you in writing.

You can also get impartial advice from the Citizens Advice consumer service (or Consumer Advice Scotland if you live in Scotland).

16. Governing law

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can also bring proceedings in Scotland, and you keep the protection of the consumer laws that apply where you live.

17. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones shown on this page when you placed it.