Terms & Conditions

By purchasing from Splendid Pets Limited, you agree to be bound by our terms and conditions as stated below. These terms and conditions are applicable to all orders placed online, via email, fax or telephone, as well as purchases from our trade stand at any UK show.

The Splendid Pets Ltd online mail order service is dedicated to providing complete online satisfaction to each and every one of our very valued customers. If you have any suggestions on how we can improve our online service, then please do not hesitate to contact us, as we would love to hear from you. After all, we are here to serve you, the customer and hope to make your online shopping experience a very pleasurable one.

Our address:

Splendid Pets Limited
Unit 6, Glebe Farm Business Park
Westerham Road

You are welcome to collect your order or view products you are interested in at the above address by prior arrangement. Please always call ahead of time, so that we can allocate a member of staff to your valued visit.


Within the UK: 0844 800 9907
Outside of the UK: +44 844 800 9907


Within the UK: 0871 714 2366
Outside of the UK: +44 871 714 2366


Office Opening Hours:
Monday: 9.00am until 6.00pm
Tuesday: 9.00am until 6.00pm
Wednesday: 9.00am until 6.00pm
Thursday: 9.00am until 6.00pm
Friday: 9.00am until 6.00pm

Saturday, Sunday & all bank holidays – closed. We are usually in attendance of various Championship Dog Shows or exhibitions throughout the UK over weekends and bank holidays.  Please see our ‘Events’ page for further information on where you can find us out on the road.

Outside of our working business hours, our answering machine will always record any message you wish to leave and in the morning of the next working day, the Splendid Pets Customer Service Team will be straight in touch with you. Please do leave a clear message for us with your contact telephone number, as we otherwise may not be able to call back, if we cannot get the correct number from your message.


Making a purchase really could not be easier with Splendid Pets Ltd. You can either order any of our fabulous products displayed on this website or if you prefer, you can call our dedicated Splendid Pets Team on 0844 800 9907 to place your order.
Alternatively, you can also come to our offices in Keston (Kent) to view and purchase products – but please always make an appointment before coming to our
offices to ensure that we are open and not away at exhibitions. Our office opening hours are Monday to Friday from 9.00am until 6.00pm. We are normally closed on Saturdays and Sundays, as well as on bank holidays due to our attendance at exhibitions with our trade stands throughout the UK. However, sometimes it may be possible to come to our warehouse during a weekend depending on staff availability. We will always try to accommodate your requests whenever possible, so please do not hesitate to ask and we may be able to arrange something.

To order online, please just browse our web store and add any products you wish to purchase into your shopping cart. After you have finished your selection, click on the 'Checkout' button and you will be asked for a few details, which are needed to complete your order. This includes your name, address, contact telephone number and of course your payment details.

If you are a resident in the Scottish Highlands, UK off shore islands or an overseas purchaser, then shipping costs will vary according to the total weight of your goods, as well as your delivery address. Courier companies charge surcharges for the Highlands and Islands, but please be advised that we do not make money on shipping. We try to extend any discounts offered to us immediately onto you, the customer.

You can also send your order over to Splendid Pets via fax. Please ensure that you include your name, address and contact telephone number with your order. You can fax through your payment card details if you wish, or alternatively, you can call us to pay for your order sent through via fax. We will never keep any card details on file. If paying online, all card details are securely processed by Sage Pay, who run active security checks on their online payment facilities to ensure the safety
of your card details.


We accept credit card or debit card payments, which include the following:

Debit/MasterCard/Switch/Maestro & Solo

Please kindly note that residents of certain African and other international countries may be excluded from making credit card payments. In such cases only payment by wired money transfer direct to our business bank account will be accepted. You will be informed if a credit card payment is not accepted.

Whilst we have taken precautions to ensure that your card details are handled in a safe and secure way over the Internet at all times, if you prefer to supply card payment details by either telephone, fax, or snail mail, this is of course acceptable.
We do not accept bank cheques anymore.

An acknowledgement email will be sent to you once you have fully completed your order - this is for your reference and also to let you know that we are in safe receipt of your valued order. At this point however, it does not indicate that a contract exists between Splendid Pets Limited and you, the customer. We will indicate acceptance of your order, and hence a contract between the seller (Splendid Pets Ltd) and you (the customer), when we issue and send you a full VAT invoice.

We have included this term to protect us in the case that a mistake has been made in product pricing, we have inadvertently under priced goods, or we are no longer able to supply a particular product for some manufacturing or other reason.

Due to so many products listed on our website, prices may change from time to time and whilst we make every effort to update our web site on a daily basis, occasions can occur when a price change is not recorded or updated accordingly. We reserve the right to discontinue any item/s or change any price/s when necessary, and without prior notification to the customer.

In the event of any price error or price difference to that shown on the website, we will always contact you first to ensure that the revised price is acceptable and that you wish to proceed with your purchase in part or full, before processing your order and sending out your goods. If you decide to cancel your order in part or full, any monies due will of course be refunded to you immediately and in full.


Full payment, including any relevant postage or shipping charges and UK Value Added Tax at the current standard rate of 20% must be made when ordering goods. We regret we do not dispatch goods in full or in part without full cleared payment.

It is a UK/EU statutory requirement that VAT (Value Added Tax) is always included, except where goods are zero rated on all items purchased by UK residents. If your business is VAT registered, you will of course be able to claim the VAT content of any invoice back. Residents of EU Countries will be required to pay the current standard UK VAT rate at the time of ordering, unless they hold a valid VAT number for their country of residence and submit the same to us at the point of ordering. An export certificate must be supplied when the goods leave the United Kingdom.

Goods shipped to a UK address for forwarding to an EU address attract the full rate of UK VAT rate at the time of ordering irrespective of the customer supplying a valid EU VAT number. This is a ruling of UK Customs & Excise.

We reserve the right to amend the VAT rate immediately in the event of a change of rate percentage by the British Government, without prior notification.

An official Splendid Pets Ltd invoice accompanies every order and is normally included in a plastic documents enclosed wallet with your shipment on the outside of your parcel, unless otherwise requested. The invoice will clearly show the VAT content of your purchase. The invoice document both the Splendid Pets Ltd registered VAT number as well as registered UK company number recorded on it. The invoice should be retained safely both for VAT purposes and as proof of purchase for any warranty claim or for the purposes of exchange or return of goods.


All Splendid Pets trading is always conducted in an honourable and fair manner to all of our very valued customers, many of whom have been trading with us for many years. We strive to select and display an excellent range of products, which are derived from manufacturers noted for quality rather than attractive prices. Above all, we only supply products from manufacturers who are willing to stand by their products if and when any defects occur. Any manufacture not up to that standard will find their business relations with Splendid Pets Ltd cease immediately and without further notice.

We are appreciative that accidental end user abuse of products can occur, and therefore try to make sure that our customers are fully aware of the importance of selecting the right product/s for the task in hand. To this end all customers are invited to contact us either in writing via info@splendidpets.co.uk or by telephone on 0844 800 9907 to discuss any points relating to the use of a product/s. Due to our extensive practical background and knowledge, we can usually offer a wealth of information of a practical value to all of our customers.

Our fourteen day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within fourteen days of the date you received the item, unopened (with any seals, packaging or shrink-wrap intact) and we will issue a full refund for the price you paid for the item. Please see our Returns Policy below.

Please kindly note that we can only accept the return of opened items if they are faulty.
Many of our products listed carry manufacturer's warranty certificates and these are dealt with under the terms of the warranty. Some of the smaller items where a certificate of guarantee or warranty is not usual, providing there is no evidence of user abuse, we will of course either replace or repair the item free of charge at our discretion.

Customers are requested to notify us immediately when a problem is detected with any product, which is under guarantee. Customers who leave the reporting of any defect until the guarantee period has expired will have their claim disallowed.


Splendid Pets Limited does not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

The Splendid Pets website may provide links to third party websites for your convenience and information. Once you access those links, you will leave the Splendid Pets website. Splendid Pets Limited has no control over those sites or their privacy practices, which may differ from Splendid Pets Ltd. We do not endorse or make any representations about third party websites.

The personal data you choose to give to unrelated third parties is not covered by the Splendid Pets statement and we would therefore urge you to review the privacy policy of any company before submitting any of your personal information.

Information collected by Splendid Pets Ltd

Personal information is information that is associated with your name or personal identity. We use this personal information to get a more comprehensive understanding of your animal grooming needs and interests and to thereby provide you with a better service. You can be assured that information will be used only to support your customer relationship with Splendid Pets Ltd and that we undertake to never sell, rent or lease your personal information to others.

Credit card numbers are used only for processing payments and are not used for other purposes. WE NEVER STORE OR KEEP A RECORD OF ANY CREDIT CARD INFORMATION. All online payments are handled securely by Sage Pay and are verified by 3D Secure. To personalize our services or communications with you and improve our products and services in the future, we may ask you to provide us with information regarding your personal or professional interests, and experiences with our products or services. Providing this additional information is of course optional and you can decline if that is your wish.

It is not our policy to frequently mail shot or use other marketing methods designed to constantly send sales information to you. Special Offers are announced from time to time on the web site in the appropriate sector, and we work on the principle that if you desire to purchase any of our products you will approach us.
Non-personal information is data about usage and service operation that is not associated with a specific personal identity The Splendid Pets ISP collects and analyses non-personal information to evaluate how visitors use the Splendid Pets Ltd website. Such information collected may include for example the details and the number of pages visited on the Splendid Pets website, including peak times of visits, and viewers’ countries of residence.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

Should there be any updates to the terms of the Splendid Pets Privacy Statement, such changes will be clearly marked with the revision date in this document (currently 01.09.2011); therefore you will always know what information we are currently collecting online and how we use it.


This website will be governed by the laws of England and Wales and the Courts of England and Wales shall have exclusive jurisdiction over all matters.

Website & Image Copyright

All copyright, design rights, photographic images and all other intellectual property rights in this website and its content remain the property of and belong to Splendid Pets Limited. No images on the website may be used without prior written approval from Splendid Pets Limited. All copyrights are reserved at all times and we will always pursue copyright breaches with our company solicitors.


All payments are required to be made in GBP currency (UK Pound Sterling/British Pounds). Any other currency rates either shown on the Splendid Pets website or given in e-mail correspondence are for customer convenience only, and are not considered part of any binding sales contract. All invoices are produced in GBP.

All payments for products must be paid in full including any relevant taxes and appropriate shipping charges before any goods will be shipped either in full or part. We do not operate nor offer a 30-day or any other credit type accounts system on any online transactions. All transactions are strictly full payment with order.

We reserve the right to decline payment in respect of an order from any person, persons related or appointed agents making online transactions, and shall not be required to give any reason for such a decision.

We reserve the right to require wired money bank transfers in favour of credit card payment for any online transaction and shall not be required to give any reason for such a decision. In such instances payment details outlining how to make a wired money bank transfer will be provided to the customer by Splendid Pets Limited. Any suspicious trading involving monies or goods may be referred immediately to the official fraud prevention authorities or the police without prior warning.

Terms & Conditions last updated on 1st September 2011.