Terms of service
Last updated: 3 August 2026
1. About these terms
These terms govern your use of petlovehq.com and any purchase you make from us. By browsing this site or placing an order you accept them. If you do not accept them, please do not use the site.
In these terms, "we", "us" and "Petlovehq" mean the operator of petlovehq.com. "You" means the person using the site or placing an order.
2. Who can order
You must be at least 18 years old, or have the consent of a parent or guardian, and be able to enter into a binding contract. You agree that the information you give us — name, delivery address, contact details and payment information — is accurate and current.
3. Products, descriptions and images
We describe every product as accurately as we can, including materials, measurements, weight ranges and care instructions. Colours can vary slightly between screens, and photographs are illustrative. Measurements are the authoritative guide to fit — please use them and our size guide rather than the photograph.
Our products are pet accessories, not safety or medical equipment. They are not a substitute for supervision, training or veterinary advice. Always supervise your pet with a new toy, check harnesses and collars regularly for wear, and stop using anything that has become damaged.
4. Prices and payment
Prices are shown in US dollars and may be converted to your local currency at checkout. Prices exclude shipping, and exclude any import duties or taxes charged by your country — see our shipping policy.
We may change prices at any time, but a change will never affect an order we have already accepted. Payment is taken at checkout through Shopify's secure payment processing. We do not store your full card details.
5. Orders and acceptance
Placing an order is an offer to buy. Our order confirmation email acknowledges receipt; the contract is formed when we dispatch the goods. We may decline or cancel an order — refunding you in full — if the item is out of stock, if there was a pricing or description error, or if we suspect fraud or a breach of these terms.
We may also limit quantities per customer or per order.
6. Shipping, returns and refunds
Delivery, tracking and customs are covered in our shipping policy. Returns, exchanges and refunds are covered in our refund policy. Both form part of these terms.
7. Discount codes and promotions
Discount codes are valid for the period stated, cannot be exchanged for cash, and may not be combined with other offers unless we say so. We may withdraw or amend a promotion at any time, and may void a discount that has been obtained or used improperly.
8. Accounts
If you create an account, you are responsible for keeping your login details secure and for activity that takes place under your account. Tell us promptly if you believe your account has been used without your permission.
9. Acceptable use
You agree not to use this site for any unlawful purpose, to interfere with its operation or security, to scrape or copy its content for a competing service, or to upload anything malicious or infringing.
10. Intellectual property
All content on this site — text, product photography, illustrations, logos and layout — belongs to Petlovehq or its licensors and is protected by copyright and trade mark law. You may browse, share links and print pages for personal use. You may not reproduce our content commercially without written permission.
11. Reviews and submissions
If you send us reviews, photographs or other content, you keep ownership of it and grant us a non-exclusive, royalty-free licence to use it in connection with our store and marketing. You confirm the content is yours to share and is not unlawful or misleading. We may remove any submission at our discretion.
12. Third-party links and services
This site may link to third-party sites and uses third-party services such as payment processors and carriers. We are not responsible for the content or practices of third parties, and your use of their services is governed by their own terms.
13. Limitation of liability
To the fullest extent permitted by law, our total liability arising from an order is limited to the amount you paid for that order. We are not liable for indirect or consequential loss. Nothing in these terms excludes liability that cannot lawfully be excluded, and nothing here affects your statutory consumer rights.
14. Errors
Occasionally information on this site may contain a typographical error, inaccuracy or omission relating to a price, description, availability or delivery time. We reserve the right to correct such errors and to cancel any order placed on incorrect information, refunding you in full.
15. Privacy
How we collect and handle your personal information is set out in our privacy policy.
16. Changes to these terms
We may update these terms from time to time. The version published on this page at the moment you place an order is the version that applies to that order. The date at the top shows when it was last changed.
17. Contact
Questions about these terms: hello@petlovehq.com.