Terms of service
Terms of Service
Last updated: 28 May 2026
Welcome to Gotto Pets.
These Terms of Service explain the rules for using our online store and purchasing products from Gotto Pets. By visiting our store, browsing our products, creating an account, or placing an order, you agree to these Terms.
Please read these Terms carefully before using our store or completing a purchase.
Who We Are
Store name: Gotto Pets
Email: contact@gottopets.uk
Phone: +44 7936 481202
Throughout these Terms, “we”, “us”, and “our” refer to Gotto Pets. “You” and “your” refer to the customer, visitor, or user of our store.
Use of Our Store
By using our store, you agree that you will not:
- Use the store for illegal, fraudulent, or harmful purposes
- Attempt to hack, damage, overload, disrupt, or interfere with the store
- Copy, reproduce, or misuse our content, product images, branding, design, or text without permission
- Provide false, inaccurate, incomplete, or misleading information
- Use the store in a way that violates any applicable law, regulation, or third-party rights
- Attempt to access areas of the store, accounts, or systems without permission
We reserve the right to restrict access, cancel orders, suspend accounts, or take appropriate action if we believe our store is being misused.
Product Information
We aim to provide accurate product descriptions, images, prices, sizes, colours, materials, ingredients, directions, warnings, and availability information.
However, we do not guarantee that all product information on our store is always complete, current, accurate, or error-free.
Product packaging, labels, colours, sizes, materials, and images may vary slightly from what is shown on the store. Product images are for illustration purposes only.
You are responsible for reading the product description, label, instructions, warnings, and suitability information before purchasing or using any product.
Pet Product Disclaimer
Products sold by Gotto Pets may include pet accessories, toys, grooming products, beds, bowls, collars, harnesses, supplements, hygiene products, or other pet-related items.
Information on our store is provided for general informational purposes only. It is not veterinary advice and should not replace advice from a qualified veterinarian.
You should consult a qualified veterinarian before using any supplement, wellness product, grooming product, or new care product for your pet, especially if your pet:
- Has a medical condition
- Is pregnant or nursing
- Is taking medication
- Has allergies or sensitivities
- Has shown reactions to similar products before
We do not guarantee that any product will diagnose, treat, cure, or prevent any disease or health condition.
Orders
When you place an order, you agree that:
- The information you provide is accurate and complete
- You are authorised to use the payment method provided
- You are responsible for reviewing your order details before completing checkout
- You understand that order acceptance is subject to payment confirmation, stock availability, fraud checks, and fulfilment availability
After placing an order, you may receive an order confirmation email. This does not always mean your order has been fully accepted.
We reserve the right to cancel, refuse, or limit any order if there is an issue with payment, stock, pricing, delivery, suspected fraud, website error, or incorrect customer information.
Pricing and Payment
All prices are shown in the currency displayed at checkout.
We reserve the right to change prices, promotions, discounts, product details, and availability at any time without notice.
Payment must be completed using one of the available payment methods at checkout.
Payments may be processed securely by third-party payment providers. We do not store your full card details on our store.
If payment is declined, incomplete, reversed, disputed, or flagged as suspicious, we may cancel or hold the order until the issue is resolved.
Shipping and Delivery
Our shipping terms are explained in our Shipping Policy.
Delivery times shown on our store are estimates only. Delays may happen because of supplier processing, courier delays, stock availability, incorrect address details, customs checks, public holidays, severe weather, high order volume, or other events outside our control.
Customers are responsible for providing complete and accurate shipping information.
We are not responsible for failed delivery, delays, or lost orders caused by incorrect or incomplete shipping details provided by the customer.
Returns and Refunds
Our returns and refunds are handled according to our Return and Refund Policy.
By placing an order, you agree to follow our return process before sending any item back.
Do not return products without contacting us first and receiving return instructions. Returns sent without approval or sent to the wrong address may be delayed, rejected, or not refunded.
Some products may not be returnable once opened or used due to hygiene, safety, or product integrity reasons. Please review our Return and Refund Policy before purchasing.
Cancellations
If you want to cancel an order, contact us as soon as possible at:
We can only cancel an order if it has not already been processed, packed, dispatched, or handed over to the shipping carrier or fulfilment partner.
If the order has already been dispatched, you may need to wait for delivery and then request a return according to our Return and Refund Policy.
Customer Responsibilities
You are responsible for:
- Providing accurate account, billing, and shipping information
- Checking product suitability before purchase
- Reading product labels, descriptions, ingredients, directions, and warnings before use
- Using products safely and only as directed
- Keeping products away from children and pets when appropriate
- Supervising pets when using toys, accessories, beds, collars, harnesses, or grooming products
- Stopping use and contacting us if a product appears damaged, unsafe, or unsuitable
- Consulting a veterinarian if you are unsure whether a product is suitable for your pet
We are not responsible for problems caused by misuse, incorrect storage, ignoring product instructions, allergic reactions, chewing, scratching, normal wear and tear, or using a product that is unsuitable for your pet.
Product Safety
Pet products should be used responsibly and under appropriate supervision.
No pet toy, accessory, or product is indestructible. You should regularly inspect products for damage, wear, loose parts, sharp edges, or choking hazards.
Stop using any product immediately if it becomes damaged or unsafe.
Availability and Fulfilment Partners
Some products may be supplied, stored, or shipped through third-party suppliers, warehouses, or fulfilment partners.
Product availability, packaging, branding, delivery times, stock levels, and fulfilment locations may change depending on supplier and logistics conditions.
If a product becomes unavailable after you place an order, we may offer an alternative product, wait for restock, or cancel and refund the order.
Discounts and Promotions
From time to time, we may offer discount codes, promotions, special offers, or limited-time deals.
We reserve the right to change, cancel, refuse, or limit promotions at any time if there is misuse, fraud, technical error, incorrect pricing, or violation of these Terms.
Discount codes may have expiry dates, product restrictions, order minimums, usage limits, or other conditions.
Customer Accounts
You may be able to create a customer account on our store.
You are responsible for keeping your login details secure and for all activity under your account.
You must notify us immediately if you believe your account has been accessed without permission.
We reserve the right to suspend or close accounts that are used fraudulently, abusively, or in violation of these Terms.
Intellectual Property
All content on this store, including text, images, product descriptions, logos, graphics, design, layout, branding, and store materials, belongs to Gotto Pets or our content providers.
You may not copy, reproduce, modify, distribute, sell, or use our store content for commercial purposes without written permission.
Third-Party Links
Our store may contain links to third-party websites, services, apps, or tools.
We are not responsible for the content, accuracy, privacy practices, security, or policies of third-party websites.
You use third-party websites at your own risk.
Website Errors
We reserve the right to correct errors, inaccuracies, or omissions at any time, including after an order has been placed.
This may include errors in product descriptions, pricing, images, shipping information, availability, promotions, or checkout details.
If an error affects your order, we may contact you to confirm whether you want to continue, modify, or cancel the order.
Limitation of Liability
To the fullest extent permitted by law, Gotto Pets is not liable for:
- Indirect, incidental, special, or consequential losses
- Loss of profit, revenue, data, or business
- Store downtime or technical errors
- Delivery delays outside our control
- Product misuse or failure to follow instructions
- Allergic reactions or individual sensitivity to ingredients or materials
- Damage caused by chewing, scratching, misuse, poor supervision, or normal wear and tear
- Issues caused by third-party suppliers, couriers, payment providers, hosting providers, or service providers
- Results not matching customer expectations
Nothing in these Terms limits or excludes liability where it would be unlawful to do so.
Privacy
Your use of our store is also governed by our Privacy Policy.
Please review our Privacy Policy to understand how we collect, use, store, and protect your personal information.
Force Majeure
We are not responsible for failure or delay caused by events outside our reasonable control.
This may include courier delays, supplier delays, customs delays, strikes, natural disasters, severe weather, pandemics, technical failures, government actions, internet outages, payment provider issues, or other unexpected events.
Changes to These Terms
We may update these Terms of Service from time to time.
Any changes will be posted on this page with an updated “Last updated” date.
By continuing to use our store after changes are posted, you agree to the updated Terms.
Governing Law
These Terms are governed by the laws of the United Kingdom.
Any disputes will be handled under the applicable laws and courts of the United Kingdom.
Contact Us
For questions about these Terms of Service, contact us at:
Email: contact@gottopets.uk
Phone: +44 7936 481202