Terms and conditions for a pet products business

A pet products business sells to owners who will judge the product by an animal's reaction, from food that must comply with feed rules to toys that no dog is supposed to eat. The terms have to keep suitability with the owner, describe food and treats within the rules, deal with opened items and subscriptions, and say what a toy's safety means for a determined chewer. I draft those terms for a fixed fee of £995, delivered in five working days.

Who this is for

Pet food, treat, supplement, toy, bedding and accessory businesses in England and Wales selling to consumers through their own website, on one-off orders and subscriptions, with products made in-house or sourced from manufacturers.

What matters in pet products terms

Suitability and the owner's judgement

The terms should say that products are described by their intended use, size and species, that the owner is responsible for choosing what suits their animal, for introducing new foods gradually and for supervising the use of toys and accessories, and that a product that does not suit a particular animal is not faulty. Where an animal has a health condition, the terms should say that the owner should take veterinary advice and that the business's descriptions are not veterinary advice.

Food, treats and what may be said

Pet food and treats are subject to the labelling and composition rules in the assimilated Regulation (EC) No 767/2009 and the Animal Feed (Composition, Marketing and Use) (England) Regulations 2015, and a business making or selling them must be registered as a feed business under Regulation (EC) No 183/2005, and the terms should say that products are labelled and described in compliance with them, that feeding guidelines are guidance, and that claims about health benefits are limited to what the rules permit. Misleading descriptions are enforceable directly under the Digital Markets, Competition and Consumers Act 2024, so the product pages should keep to the descriptions the terms promise.

Returns, opened items and hygiene

A consumer may cancel within fourteen days of receipt under regulation 30 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and return unopened goods, and the terms should say which items are excluded once unsealed (food, treats, supplements) on hygiene grounds, that bedding and accessories must be returned unused, and that a refund may be reduced for items used beyond inspection. A product that is faulty is dealt with under the Consumer Rights Act 2015 regardless.

Toys, safety and destruction

No toy is indestructible, and the terms should say so: toys are described by intended use and the size and chewing strength they suit, must be used under supervision, and are removed when damaged. A toy destroyed by a dog is not a faulty toy; a toy that breaks in a way that makes it unsafe for its stated use may be. The business remains liable for products that are unsafe when used as intended.

Subscriptions, sizing, prices and data

Repeat food deliveries renew until stopped, and the terms should state the interval, price, cut-off and cancellation route, because the Consumer Rights Act 2015 treats an unclear renewal as unfair and further rules for subscription contracts are being introduced under the Digital Markets, Competition and Consumers Act 2024. Collars, coats and harnesses are sold by measurement with a size guide, and a product matching its stated size is not faulty. Prices include all mandatory charges, card payments carry no surcharge, and the privacy notice governs account data.

What it costs

Customer or supplier terms and conditions, £995. One set of terms, customer-facing or supplier-facing, drafted for your business. Five working days.

Review of your existing terms, £495. You already have terms and want them checked and brought up to date. Returned marked up with my amendments and an explanation of the changes. Three working days.

Buying online forms the engagement on payment. The scope is what the terms and conditions drafting page describes, you accept the Terms of Service at checkout, and I email you within four working hours to get started. If you would rather ask something first, email me.

What you get

• A full set of bespoke terms drafted for your business, reflecting the legal requirements that apply to your business and sector
• A note in plain English explaining the terms I have drafted for you
• Liability, payment, termination and IP provisions that protect your position and are drafted to withstand scrutiny from the other side
• Guidance on how to incorporate the terms properly
• Your questions and comments answered by email or phone
• One round of amendments to finalise the terms ready for use

What is not included

• Negotiating your terms with individual customers (I am happy to quote for this as an additional service if required)
• Sector-specific regulatory compliance beyond the contract terms themselves
• Website privacy notice and cookie compliance, which I quote separately
• Terms governed by the law of another country
• Tax advice

Questions I am often asked

A customer says our treats made their dog ill. What do we do?

Take the report seriously, ask for details and the batch, and check the batch. If the product complied with the rules and was as described, a reaction in one animal is not a defect, and the terms should say that suitability is the owner's judgement. If a batch is at fault, deal with it as a product safety matter, not a customer service one.

Can we refuse a return of an opened bag of food?

On hygiene grounds, where the terms said sealed food cannot be returned once opened. Unopened bags can be returned under the cancellation right.

A dog destroyed a toy in an hour and the owner wants a refund. Do they get one?

If the terms say toys are used under supervision, no toy is indestructible, and a toy destroyed by chewing is not faulty, no. A toy that fails in a way that makes it unsafe for its stated use is a different matter.

Related guidance and services

• Terms and conditions drafting, £995, the service this page describes
• Contract review, £495
• Terms and conditions for a dog groomer
• Terms and conditions for a subscription box business

This page is general guidance for businesses in England and Wales, not advice on your own circumstances. Last reviewed: September 2026. Email geoffrey@caesar.co.uk.