Terms & Conditions


1.1 Welcome to our website. If you continue to browse and use this website, including the opening of an account on this website, purchasing goods from this website, reading articles or advice on this website or, otherwise using any part of this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern Thoughtful Pets Limited’s relationship with you in relation to this website. Please read these terms and conditions carefully before ordering any products from this site, or, following any advice or recommendations made on this Site.

1.2 The term "Thoughtfulpets.co.uk", “Thoughtful Pets”, “The Thoughtful Pet Food Store” or "us" or "we" refers to the owner of the website. “The Thoughtful Pet Food Store” is the trading name of Thoughtful Pets Limited whose registered office is: Office 1, First Floor Unit 7A, Eldon Way Ind. Estate Eldon Way, Hockley, Essex, UK SS5 4AD. The term "you" refers to the user or viewer of our website.

1.3 The use of this website is subject to the following terms of use:

(i) The content of the pages of this website is for your general information and use only. It is subject to change without notice. 

(ii) We reserve the right to change these terms and conditions at any time without notice. Changes to our terms and conditions will take effect when they are posted on this website. It is your responsibility to read the terms and conditions every time your visit this website to ensure that you are familiar with the latest version of our terms and conditions and your continued use of the site shall be deemed your acceptance of the latest terms and conditions available on this website.


2.1 You can use this website to place an order for a product advertised on this website. Once you have placed and confirmed your order you will receive an order acknowledgement from us. This acknowledgement is only to confirm to you that we have received your order, it is not acceptance of your order. We shall not be deemed to have accepted your order until we have sent you a notification that your order has been dispatched. The contract between you and us will only be made when your order is dispatched. We reserve the right to cancel or refuse your order in full or in part up until the point where we dispatch your order.

2.2 If you wish to change your order after payment has been made you must contact us by telephone on 020 85434993 immediately to request a change to your order. Orders cannot be changed after they have been dispatched.

2.3 Neither we nor any third parties provide any warranty or guarantee as to the accuracy, or, completeness, of images of products on our website. These are illustrative only and we do not guarantee that they will at all times reflect the latest packaging being used by the manufacturers. Manufacturers from time to time change their packaging and the content of their product without notice, and accordingly the packaging, size, or, content of the product advertised on this website may vary.

2.4 We will not dispatch to you a complete pet food with less than a 6 week shelf life at the date of dispatch, unless we have expressly offered this product as clearance stock on the basis of its short shelf life, or, contacted you prior to dispatch to agree that you are happy to receive goods with a shorter shelf life. A complete pet food is a compound pet food, which due to its composition is capable of being fed as a daily ration for your pet.

International Orders

3.1 International orders are shipped to Europe using DPD, an international courier service. Customs authorities always check orders sent by international courier and if you live in a country which is not a full member of the EU you will always have to pay whatever import duty etc is appropriate. Please note that we cannot mark an order with any misleading designation designed to avoid the appropriate customs charge.

3.2 You are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, or any other charges associated with the importation of consumer goods to the Country you request the goods to be delivered to. 


4.1 Every effort has been made to ensure that the information provided both in relation to the advice given on this website and our product information is accurate and appropriate. We reserve the right to correct any errors once they have come to our attention. 

4.2 The advice provided on this website should NOT be relied upon in substitution of the advice of your own vet .

4.3 Thoughtful Pets Limited accepts no responsibility for any loss or damage arising from the use of this website and disclaims all warranties whether express or implied as to the accuracy of the information provided on this website.

4.4 Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

Delivery & Payment

5.1 Payment can be made via out secure payment facility with Secure Trading, or, by chip and pin by calling us at our offices on 020 85439443. Orders will not be processed until we have received full payment.

5.2 We will process your order within one working day of receipt. Where you have placed an order with us before 12pm on a working day we will endeavour to process your order that day and deliver your goods the next working day. Where you place an order over the weekend, or, on a public holiday your order will not be processed until the next working day. We will use reasonable endeavours to ensure that your order is sent to you the following working day after we have processed your order.

5.3 Should you wish to receive your order on a Saturday please select the Saturday delivery option on our website. All orders for Saturday delivery must be placed no later than 12pm on the preceding Friday. 

5.4 We do not deliver, or, process orders over public holidays.

5.3 For frozen products we will use reasonable endeavours to ensure that your order is sent to you within 2-3 working days of your order being processed. Please note that your goods will be sent in insulated packaging to ensure that they remain frozen until they are delivered.

5.4 Whilst we will always endeavour to meet the estimated timescales for delivery it is inevitable that occasionally delays will occur due to circumstances beyond our control. Where delivery is delayed we will keep you informed of the progress of your order by either email or telephone and we will seek to find a solution which best suits your needs where possible. Whilst every effort will be made to assist you with a delayed delivery we shall be under no liability for any delay or failure to deliver the Products you have ordered within estimated timescales. Please see our delivery policy for further details.

5.5 Property in the Products you have ordered will pass to you once delivered, or, following the first attempted delivery to the correct address as specified in the details you have provided to us concerning your address for delivery and from that point we cannot accept any liability for loss, damage or destruction of the Products, save where the Products were damaged at the date of delivery or have been delivered to the incorrect address.

5.6 Prices on our website are subject to change. The prices on our website include VAT but exclude delivery costs. Unless you qualify for free delivery (see our delivery policy) delivery will be added to the cost of your order once you have selected an appropriate delivery option from our website.

5.7 Every care is taken that Products on our website are correctly priced, however, occasionally errors will occur. We will rectify any error promptly once it comes to our attention. If you have placed an order for a Product which is incorrectly priced we will contact you to discuss the matter and at our sole discretion may either accept or reject your order. We will notify you of the outcome of our decision.

Cancellations, returns, refunds and substitutions

6.0 In accordance with the Consumer Protection (Distance Selling)  Regulations 2000 (as amended) you are entitled to cancel your order for any reason and receive a full refund excluding the cost of postage or delivery. The refund will exclude the cost of postage or delivery even where the cost of postage or delivery, or, part of the cost of postage or delivery was included in cost your paid for the item.

6.1 To exercise your right to cancel your order under the Consumer Protection (Distance Selling) Regulations 2000 you must do the following:

(i) notify us in writing of your intention to cancel your order within 7 working days beginning with the day after the day on which you receive the goods. 

(ii) You can notify us in writing by posting your notice of cancellation to Thoughtful Pets Limited, 468 Kingston Road, London SW208DX, or, by emailing notice of cancellation to sales@thoughtfulpets.co.uk . Please insert the words “Notice of Cancellation” into the subject box of your email. We recommend that you request a delivery receipt.

(iii)  Where you notify us by post your cancellation will be deemed to have been notified on the date that it was posted. If you send your notice of cancellation by email you will be deemed to have notified us of your intention to cancel your order on day on which it is sent.

6.2 If you exercise your right to cancel your order you must return the goods to us by recorded delivery at your own expense. It is your duty to take all reasonable care of any goods you return and the packing of these items up until the time we receive the returned items from you. You will not be entitled to a refund for any goods which are returned to us in a damaged state or which you have started to use. You must return the exact goods that you were sold with corresponding batch number(s). You cannot return perishable goods including any frozen goods that have been thawed and/or partially thawed, and you must ensure that the goods are not thawed and/or partially thawed when we receive return of the goods. 

6.3 The 7 working day limitation period under the Consumer Protection (Distance Selling)  Regulations 2000 does not apply to items, which are faulty, or, unfit for purpose, and this limitation period does not affect your statutory rights.

6.4 Where an order is delayed and subsequently cancelled due to on-going delay, or, does not arrive at all, the maximum limit of our liability shall be for the value of the order or part of the order placed by you which has been delayed or has not arrived. 

6.5 Should any part of your order have suffered minor damage when it arrives we will only replace it, or, provide a credit where the goods have been adversely affected by the damage. We will only replace or provide a credit for damaged parts of the order. 


7. You are responsible for keeping your password to your account secure and not allowing third parties to access to your account. 

Legal Requirements

8.1 This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

8.2 All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

8.3 Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.

8.4 Thoughtful Pets liability under contract is limited to losses that could reasonably be foreseen as a consequence of any breach of contract with a limitation of liability of no more than £500.

Links to Other Websites

9.1  From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

9.2 You may not create a link to this website from another website or document without the permission of Thoughtfulpets.co.uk’s prior written consent.

9.3 Your use of this website and any dispute arising out of such use of the website is subject to English Law and Jurisdiction.

Copyright Notice

This website and its content is copyright of thoughtfulpets.co.uk - © 2014 thoughtfulpets.co.uk. All rights reserved.

Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:

You may print or download to a local hard disk extracts for your personal and non-commercial use only.

You may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material.

You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.