Terms of service

Welcome to Petlexa. These Terms & Conditions govern your access to and use of the Petlexa website, online store, products and related services.

By accessing our website, browsing our products or placing an order with Petlexa, you agree to be bound by these Terms & Conditions, together with our Privacy Policy, Refund & Returns Policy and Shipping Policy.
Please read these Terms carefully before using our website or placing an order. If you do not agree with these Terms, please do not use our website or purchase products from us.

These Terms are intended for customers purchasing products from Petlexa in the United Kingdom and should be read together with applicable UK consumer protection laws.

1. About Petlexa

Petlexa is an online retail brand offering carefully selected pet products and accessories to customers in the United Kingdom.

Trading Name: Petlexa
Business Address: 38 Collingwood Street, Newcastle Upon Tyne, United Kingdom, NE1 1JE
Email: contact@petlexa.com
Phone: +44 20 3977 8720

Where these Terms refer to “Petlexa,” “we,” “us,” or “our,” they refer to the business operating the Petlexa online store.
Where we refer to “you,” “your,” or “customer,” we mean the person accessing our website or purchasing products from us.

2. Using Our Website

You must not use our website:

For any unlawful or fraudulent purpose.
To violate any applicable UK law or regulation.
To interfere with the operation, security or functionality of our website.
To attempt to gain unauthorised access to our systems or accounts.
To introduce viruses, malware or other harmful material.
To copy, reproduce, distribute or commercially exploit our website content without permission.
To impersonate another person or provide misleading information.
To use automated systems, scraping tools or other methods to improperly collect information from our website.

We reserve the right to restrict or terminate access to our website where we reasonably believe these Terms have been breached.

3. Product Information

We take reasonable care to ensure that product descriptions, images, specifications and other information displayed on our website are accurate and up to date.

However, minor differences may occur between product images displayed on your device and the actual product due to screen settings, lighting, photography or manufacturing variations.

We reserve the right to:

Update product information.
Correct errors or inaccuracies.
Change or discontinue products.
Limit quantities available for purchase.
Refuse or restrict orders where reasonably necessary.

Nothing in these Terms affects your statutory rights as a UK consumer. Products supplied to consumers must comply with applicable legal requirements, including being as described, of satisfactory quality and fit for purpose where required by law.

4. Product Safety and Intended Use

You should always read and follow any product instructions, warnings and safety information supplied with your purchase.
Pet products should be used appropriately and supervised where reasonably necessary, depending on the nature of the product and your pet's individual needs.
Petlexa is not responsible for damage or injury resulting from misuse, modification, improper installation or failure to follow supplied instructions, except where liability cannot legally be excluded or limited.

5. Orders and Acceptance

When you place an order through the Petlexa website, you are submitting a request to purchase the selected products.
After placing an order, you will normally receive an order confirmation email acknowledging that we have received your order. This does not necessarily mean that your order has been accepted.
A contract for the purchase of products will be formed when we confirm acceptance of your order and agree to supply the products.
We reserve the right to decline, cancel or limit an order where reasonably necessary, including where:

A product is unavailable.
There is an obvious pricing or product description error.
We reasonably suspect fraudulent or unauthorised activity.
We are unable to fulfil the order.
An order appears to have been placed for unlawful or abusive purposes.

If we cancel an order after payment has been taken, we will arrange an appropriate refund to the original payment method.

6. Payment

Petlexa Accepts online payment methods available at checkout.
Cash on Delivery is not available.
You agree that the payment information you provide is accurate and that you are authorised to use the selected payment method.
All applicable prices, delivery charges and other mandatory charges will be displayed before you complete your purchase.
Where applicable, taxes and other charges will be shown as required by law.
We do not knowingly retain complete payment card details. Payment transactions may be processed securely by third-party payment providers and payment information may be subject to their own terms and privacy policies.

7. Prices and Pricing Errors

All product prices displayed on our website are subject to change.
The price applicable to your order will generally be the price displayed at the time you place your order.
If we discover an obvious pricing error after you have placed an order, we may contact you to explain the error and provide you with the option to confirm the order at the correct price or receive a full refund if the order is cancelled.
We will not intentionally misrepresent product prices or promotional offers.

8. Promotions and Discount Codes

From time to time, Petlexa may offer promotional discounts, voucher codes or special offers. Unless otherwise stated:

Promotional codes must be entered at checkout.
Each promotion may be subject to specific terms.
Promotional codes may have expiry dates.
Some products may be excluded from promotions.
Promotions cannot be exchanged for cash.
We reserve the right to withdraw or amend a promotion where permitted by law.

Where promotional terms conflict with these Terms, the specific promotional terms will apply to that promotion.

9. Shipping and Delivery

We aim to process and dispatch orders within the timeframes stated on our website or Shipping Policy.
Delivery times are estimates and may be affected by circumstances outside our reasonable control, including carrier delays, severe weather, customs processes, operational disruptions or other unforeseen events.
Our current delivery information, including estimated delivery times and applicable delivery charges, is provided in our Shipping Policy.
Unless otherwise agreed, UK consumer law may require goods to be delivered without undue delay and, in general, within 30 days where no other delivery period has been agreed.
We will not use this section to remove or restrict any delivery rights you have under applicable UK law.
If your order appears to be delayed, please contact us at contact@petlexa.com and we will assist you where reasonably possible.

10. Delivery Issues

If your order arrives damaged, incomplete or appears to contain the wrong product, please contact us as soon as reasonably possible at:
contact@petlexa.com
Please provide your order number and, where appropriate, photographs or other relevant information so that we can investigate the issue.
Nothing in this section affects your statutory rights.

11. Cancellation, Returns and Refunds

Your cancellation, return and refund rights are explained in our Refund & Returns Policy.
For online consumer purchases, UK law generally provides a 14-day cancellation period for eligible goods purchased at a distance, subject to applicable exceptions.
Additional rights may apply where products are faulty, not as described, or otherwise fail to meet the standards required by UK consumer law.
Our policies do not remove or reduce your statutory rights.
Please review our Refund & Returns Policy before placing an order.

12. Faulty or Incorrect Products

If a product is faulty, damaged, incorrect or does not meet the requirements of applicable consumer law, please contact us at contact@petlexa.com.
Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, refund or another appropriate remedy.
We will deal with eligible claims in accordance with applicable UK consumer protection law.
Nothing in these Terms excludes or limits rights that cannot legally be excluded or limited.

13. Intellectual Property

All content displayed on the Petlexa website, including but not limited to:

Petlexa branding and logos
Product names
Product descriptions
Website design
Images and graphics
Photography
Videos
Text
Icons
Layouts
Marketing materials
Original content

is owned by or licensed to Petlexa and is protected by applicable intellectual property laws. You may access and use our website for your personal, non-commercial shopping purposes. You must not, without our prior written permission:

Copy or reproduce our content.
Republish our content on another website.
Modify or commercially exploit our content.
Use our branding or logo.
Download or reproduce product photography for commercial purposes.
Create derivative works from our protected content.

14. Petlexa Brand and Trademarks

The name Petlexa, together with our logos, branding, product names, designs and other brand elements, may be protected by applicable intellectual property and trademark laws.
You may not use Petlexa branding in a manner that suggests an affiliation, endorsement or partnership without our prior written permission.

15. Customer Reviews and Feedback

If you submit a review, testimonial, photograph, video, suggestion or other content to Petlexa, you confirm that:

The content is your own or you have permission to submit it.
The content does not infringe another person's rights.
The content is not fraudulent or misleading.
The content does not contain unlawful, abusive, threatening or offensive material.
The content does not contain malicious software or harmful code.

By submitting content to Petlexa, you grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, display, adapt and publish that content for legitimate business purposes, including marketing and promoting Petlexa.
We may remove or decline to publish content that we reasonably believe is unlawful, misleading, fraudulent, offensive or otherwise inappropriate.
We will not represent a review as genuine customer feedback if it was not genuinely submitted by a customer.

16. Third-Party Services and Links

Our website may use third-party services, payment providers, applications, tools or links to external websites.
These third-party services may operate under their own terms and privacy policies.
Petlexa is not responsible for the content, availability, security or practices of third-party websites that we do not operate or control.
Where a third-party service is necessary to process your payment or provide part of the shopping experience, your use of that service may also be subject to the third party's terms.

17. Shopify

The Petlexa online store is hosted and powered by Shopify, which provides the e-commerce platform that enables us to sell our products online.

Your purchase contract for products is with Petlexa, not Shopify. Shopify is not responsible for the products sold by Petlexa or for the fulfilment of your purchase.

Certain technical, payment, hosting and personal-data processing activities may be provided through Shopify or other third-party service providers. These services are subject to the applicable terms, policies and privacy practices of the relevant service provider.

By using our website and purchasing products from Petlexa, you acknowledge that Shopify provides the underlying e-commerce platform, while Petlexa remains responsible for the products, orders, customer service and fulfilment of purchases made through our store.

18. Privacy and Personal Information

Your privacy is important to us.
Personal information collected through our website is handled in accordance with our Privacy Policy.
Information may be processed by Petlexa, Shopify, payment providers, delivery partners and other service providers where necessary to operate our website, process orders, provide customer support, prevent fraud or fulfil other legitimate business and legal purposes.
Please review our Privacy Policy for full details about how we collect, use, store and protect personal information.

19. Website Availability

We aim to keep the Petlexa website available and functioning reliably, but we cannot guarantee that the website will always be uninterrupted, error-free or available at all times. Website availability may occasionally be affected by:

Maintenance.
Technical issues.
Hosting problems.
Software updates.
Security incidents.
Internet or network failures.
Circumstances outside our reasonable control.

We may temporarily suspend or modify parts of the website where reasonably necessary.

20. Errors and Inaccuracies

From time to time, our website may contain typographical errors, inaccurate information or omissions relating to product descriptions, pricing, promotions, availability, delivery information or other content.
We reserve the right to correct such errors and update information when reasonably necessary.
Where an error materially affects an order you have placed, we will take reasonable steps to contact you and deal with the matter in accordance with applicable law.

21. Limitation of Liability

Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited under UK law.
This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability relating to statutory consumer rights where such liability cannot lawfully be excluded.
Subject to the above, Petlexa will not be responsible for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control.
We do not seek to exclude or restrict your legal rights as a consumer.

22. Events Outside Our Reasonable Control

Petlexa will not be responsible for failure or delay in performing an obligation where that failure or delay is caused by circumstances beyond our reasonable control. Such circumstances may include, for example:

Natural disasters.
Severe weather.
Fire or flooding.
Government restrictions.
Industrial disputes.
Major transport disruption.
Significant carrier or logistics failures.
Cybersecurity incidents.
Internet or infrastructure failures.
Other events that could not reasonably have been prevented or anticipated.

Where reasonably possible, we will take appropriate steps to minimise disruption to customers.

23. Suspension or Termination

We may suspend or restrict access to our website where reasonably necessary, including in circumstances involving security concerns, unlawful activity, fraud or material breaches of these Terms.
Termination or suspension will not affect rights or obligations that have already arisen, including rights relating to orders already placed.
Any provisions that are intended by their nature to continue after termination will remain in effect.

24. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws applicable in the United Kingdom.
If you are a consumer, nothing in these Terms affects any mandatory consumer protection rights or your legal right to rely on applicable laws and courts that apply to you.
Where legally permitted, disputes will be subject to the jurisdiction of the courts applicable to the location of Petlexa's registered or principal business address.

25. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our business, products, services, legal requirements or website.
The latest version will always be made available on this page.
Where required by law, we will provide appropriate notice of material changes.
Your continued use of the website after updated Terms have been published will constitute acceptance of the updated Terms only to the extent permitted by applicable law.

26. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or modified to the extent necessary to make it enforceable where legally possible.

The remaining provisions will continue to apply.

27. No Waiver

If we do not immediately enforce a right or provision under these Terms, this does not mean that we have permanently waived that right or provision.

28. Entire Agreement

These Terms, together with our Privacy Policy, Refund & Returns Policy, Shipping Policy and any other policies expressly incorporated into them, form the terms governing your use of the Petlexa website and your purchase of products from us.

Where applicable, mandatory statutory consumer rights will take precedence over any conflicting provision in these Terms.

29. Contact Petlexa

If you have any questions regarding these Terms & Conditions, your order, our products or our services, please contact us:

Petlexa
Email: contact@petlexa.com
Business Address: 38 Collingwood Street, Newcastle Upon Tyne, United Kingdom, NE1 1JE

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