Terms and Conditions

Terms and Conditions

Welcome to Pica’s Pets; Registered at 127a Swan Road, Feltham, TW13 6LT

Pica’s Pets is an online retailer selling pet supplies including but not limited to: food, accessories, and supplements

Please read the following terms and conditions carefully. By accessing and using the above websites or placing an order over the phone you are agreeing to be bound to the terms & conditions specified herein. Pica’s Pets reserves the right to amend these terms, and you will be asked to confirm that you have read these when you place an order with us.

You must be over eighteen years of age to use this website and to make payments online.

Access

Pica’s pets will try to make the website fully accessible to you at all times, but cannot guarantee access. On occasion the website may not be available for a short time while maintenance is carried out or for other pre-planned reasons.

Pica’s pets reserves the right to refuse access to the websites, terminate customer accounts, disable any user identification code or password, remove or edit content, or cancel orders at our discretion, at any time.

Security

If you choose to create an account, then you are responsible for maintaining the confidentiality of that account & associated password. You must ensure that the password remains confidential in order to prevent unauthorised access to your account. You are responsible for keeping your password safe and secure, for not allowing others to use your account and for any activity that is carried out under your account. Pica’s pets will not be liable for any activity which occurs as a result of your failure in this regard.

Accuracy of content

Pica’s pets makes every effort to provide accurate information regarding descriptions of items for sale, prices, recommendations for use, and all other matters on its websites. Where permitted by law, Pica’s pets disclaims all warranties, express or implied, as to the accuracy of information on this website or anywhere else.

Pica’s pets may provide information and advice, both on the website and by email. We will try to ensure this is accurate and appropriate. Information supplied on the websites named above, by email or phone call is not intended to replace the advice you can obtain from your Vet. Pica’s pets will not be liable for any loss or damage that results from the use of the website or the information it contains. All product images are for illustrational purposes only.

Placement and acceptance of orders

Orders can be requested via the websites listed above, the customer account facility or by telephone. The contents of an order can be updated online at any time prior to the order being processed in our warehouse. Orders cannot be changed once they have been dispatched.

We reserve the right to decline the acceptance of any order, or cancel an order, in full or in part, for any reason at our absolute discretion. This applies up to the point we dispatch your order.

Successful placement of an order will trigger an ‘order confirmation’ email to be sent to you. Pica’s pets only accepts the order and agrees to the contract to supply at the point of order dispatch (physical handover of the goods to the carrier.) When your order has been dispatched you will receive an email confirming that the order has been accepted and providing you with shipment tracking details where relevant.

You warrant that all information supplied by you to us during the order process is true and complete to the best of your knowledge.

Payment

All credit and debit card transactions are carried out on a secure payment service provider. For online orders, Pica’s pets receives only partial details of your payment card (type of card and the last 4 numbers). Pica’s pets does not receive full card details for online payments.

If you request an order by telephone, your payment details will be entered directly into our website for processing. Your card details will not be written down and will not be recorded as part of our call monitoring. Pica’s pets does not store your written card details.

Delivery & Risk

Orders will be processed and dispatched as soon as possible. All orders and payments will be screened for evidence of fraudulent activity. In some instances, this may cause a delay in the dispatch of your order. Orders will be dispatched once all of the items ordered are available. If there is a delay on a specific item, you may be contacted to establish whether you would prefer to split the order or wait for a single delivery. We endeavour to supply orders accurately; however the responsibility remains with the purchaser and user of all products to verify that the product is correct before use.

If your order arrives damaged please contact our Customer Service team who will arrange a replacement or refund as preferred. Damages or incorrect items should be reported to us within 30 days of receipt. We may ask you for photographs of any damages prior to processing a claim. When you place an order, you may be asked for delivery instructions, including a ‘leave safe’ preference. Our couriers will follow these instructions wherever possible.

Payment will be taken at the time of requesting the order (not at the point of dispatch). All items are offered for sale subject to availability. We aim to dispatch all orders within 3 days of receiving payment and (if required) receipt of a valid prescription. Please note that the free delivery threshold relates to product costs only.

Lost in transit - if an order has not arrived and was dispatched with Royal Mail, please wait 10 working days from the date the item was due to be delivered before contacting our support team. We will then be able to process this as a missing item.

If an order is dispatched with a courier, it will be fully tracked and you should contact Customer Service as soon as you believe it may have gone missing in transit.

For all orders, regardless of delivery method, you must report missing items to us within 35 days of the date of dispatch.

Incorrect Address - You are responsible for entering your full postal address correctly, and selecting it on each order. Pica’s pets takes no responsibility for missing items that have been sent to an incorrect, old or inaccurate address.

If delivery is likely to be subject to undue delay, we will contact you by email. You will have the option of a full refund in this case, or of waiting for availability (this might be due to a manufacturer or other reason beyond our control). Delivery to some addresses may carry a higher delivery charge for certain items. This will be displayed prior to making payment. Other conditions do apply regarding deliveries. By agreeing to these terms and conditions, you are also agreeing to what is stated on our Delivery Terms and Conditions page

Use of Goods Purchased

You warrant to us and guarantee that before you use anything purchased from us, you will:

• Check to see that the goods delivered match those which you ordered.
• Read any information on our website and supplied with the order with the correct use of the product.
• Ensure that you understand all such product information.
• Ensure that you are competent and legally allowed to use the products safely.
• Ensure that you follow any advice you have been given by your Vet regarding dispensation.

Contact us if you are unsure about anything before using any medication or other products.

Returns and Refunds

In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you are entitled to cancel an order and receive a full refund up to 14 calendar days after you receive the item from us. This applies even if you change your mind and no longer want an item. The refund will include the minimum postage costs you could have chosen when placing your order. You are responsible for the cost of returning the item to us. You must notify us of your intention to cancel the order, and you must return the item to us by recorded delivery within 14 days of notifying us. We will then refund your money within 14 days of receipt of a returned item. You must take all reasonable care of any items to be returned, including their packaging, up until the time we receive them back from you. Any damage will result in us being unable to refund part or all of the money you have paid.

The postage address for returning items is:

Pica’s Pets

127a Swan Road

Feltham

TW13 6LT

Items that cannot be returned

• Items that have been opened/used (unless found to be faulty.)

The 14 day limit to request a refund does not apply to any item that is faulty, unfit for purpose, or not as described at the time you placed the order. For damaged and faulty items, you have 30 days to arrange a return/refund.

For all items returned after the 14-day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. (For example, if you used an item for a while before it broke, you may have to bear some of the cost for the period you were able to use it.) In normal circumstances, the limit of our liability for compensation for orders which are delayed or do not arrive at all, will be the value of the order placed. You will not be due for any additional compensation (for instance, if you decided to take time off work to receive the order).

Other Websites

There may be links or references to or from other websites and sources of information on this website. These can be provided where we think they might be of interest or useful to you. Pica’s pets has no control over them and so accepts no responsibility or liability for their content. The links do not imply any endorsement of any kind.

Privacy

Pica’s pets takes the privacy of customer data extremely seriously. Please refer to our full privacy policy.

Legal matters

All rights, including copyright, in the content of these web pages are owned or controlled by Pica’s pets. You are not permitted to copy, broadcast, download, store (in any medium), transmit, show or play in public, adapt or change in any way the content of these web pages for any other purpose whatsoever without the prior written permission of Pica’s pets.

If you have any queries, comments, or complaints in regard to any aspect of your order or the contents of this web site, please contact us in writing and we will try to resolve the matter to your satisfaction as efficiently as possible.

Pica’s pets has taken care in the preparation of this website. No warranty of any kind exists regarding its content. Pica’s pets shall not be liable for any losses or claims arising directly or indirectly from the use of this website or associated media.

Pica’s pets' liability under contract will only cover losses which could reasonably be foreseen as consequences of breach of contract. Our total liability under contract (including our negligence or breach of our statutory duty, misrepresentation, or any other matter) will not exceed three times the amount paid for the products under that contract. Pica’s pets will not be liable for any indirect, incidental, or consequential damages, or any losses or expenses, which arise because of, or in connection with, the contract.

As far as permitted by law, Pica’s pets expressly excludes all conditions, warranties and other terms which might otherwise be expressed or implied by any means.

You hereby agree to fully indemnify us for any costs, proceedings, losses, claims, damages, actions, expenses (including reasonable legal costs and expenses), or liabilities, suffered or incurred by us through your improper use of this website, your breach or failure to observe these conditions or any contract made, or about any claim which may be brought against us by a third party in relation to your use of our website.

If any delay or failure to comply with our obligations under these conditions arises from any cause that is beyond our reasonable control, we will not be held responsible for that delay or failure.

All contracts are deemed to be made in England and governed by English law. Any disputes arising in connection with any purchases made from Pica’s pets and any other use of this website will be subject to the exclusive jurisdiction of the English courts.

Nothing within these terms and conditions, or elsewhere on the website, will affect your statutory rights and will only apply to the extent permitted by law. If any provision or term on this website becomes or is declared illegal, invalid or unenforceable for any reason, that term or provision shall be divisible from all other terms and conditions and shall be deemed to be deleted from them. These terms and conditions were updated on 8th June 2025 and replace all other terms and conditions.

Complaints

If your complaint is regarding our service, delivery or cost, or relates to a non-medicinal product, please contact us at info@picaspets.co.uk

Product Reviews

By leaving a product review on Pica’s pets, you are agreeing to our use of the review in any way without any compensation to you. Product reviews should be true, accurate, current, and be about the product in question not about our service;We reserve the right to edit, adapt, modify or delete the product review.