The UK’s Leading Supplier of Pet Foods



These are the conditions of sale which apply to all contracts made between Petzilla (“the Company”), a trading name of Armstrong Richardson & Co Ltd, whose registered office, head office and principal place of business is at 1 Mount Pleasant Way, Stokesley Business Park, Stokesley, North Yorkshire, TS9 5NZ and any customer (“the Customer”) and shall apply to the sale of any of the Company’s products or services (“the Goods”). These Terms and Conditions govern your use of the website accessed through (the "Website") and any orders you place through the Website, or with one of our customer service team over the phone.

Please read the Terms and Conditions carefully as they affect your liabilities under law. By using the Website, you are deemed to accept the Terms and Conditions and, before proceeding with an order online, you will be required to show that you have read and understood them by ticking the "I accept the Terms & Conditions" button. Please note that you will be required to do this each and every time you place an order through the Website. If you do not agree to these Terms and Conditions, please do not register an account on the Website. Please note that to purchase goods from the Website or to use or access certain areas of the Website, you will be required to register as an authorised user of the Website.


2.1 If you use the Website, you are responsible for maintaining the confidentiality of your account and your password and restricting access to your computer or device to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should inform us immediately if you have any reason to believe your password is being, or is likely to be, used in an unauthorised manner.

2.2 You must ensure that all details provided by you on registration at the Website or at any time are correct and complete and you must inform us of any changes to the information that you provided when registering by updating your personal details in the “My Account” section of the website. We cannot be held responsible for any costs or losses incurred by you, such as where an order has been sent to an incorrect address, where incorrect or out of date information has been supplied to us.

2.3 On the Website, we sell products for purchase only by people aged 18 or over. People aged under 18 may use the Website only with the involvement and supervision of a parent or guardian. The parent or guardian is required to accept these Terms and Conditions and place any orders for the person aged below 18. By placing an order and at the date you accept these Terms and Conditions, you agree you are aged 18 or over.


We reserve the right to suspend or cancel your registration to the Website immediately or restrict or prevent your access to the Website at our discretion if you breach any of your obligations under these Terms and Conditions.

You can cancel this agreement at any time after giving us prior notice in writing. If you do so, you must stop using the Website. The suspension or cancellation of your registration to the Website and/or your right to access and/or use the Website shall not affect either party's rights or liabilities.

Conditions 10, 13 and 14 of these Terms and Conditions shall survive cancellation.


All orders placed through the Website will be subject to our acceptance of the order.

When you submit an order to us on the Website, you will receive an email from us acknowledging your order ("Order Acknowledgement Email"). You should check this email for accuracy and let us know immediately if there are any errors. Please note that the Order Acknowledgement Email is not an acceptance by us and does not constitute a contract. Your order constitutes an offer to us to buy a product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms the goods have been dispatched to you (the "Order Dispatch Confirmation"). The contract between us ("Contract") will only be formed when we send you the Dispatch Confirmation. Title to the goods will pass to you on delivery to you provided payment has been made in full. The Contract will relate only to those products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other products which may have been part of your order until the dispatch of such products has been confirmed in a separate Dispatch Confirmation.

Where you have used a promotional code to obtain a discount off the price of your order, acceptance of this order is subject to our verifying that the code has been issued to you personally and that you have complied with all the terms of the offer and qualify for the promotional code. In the event that the code has not been issued to you for your personal use, or you do not qualify for the promotion, the price of the order will be adjusted notwithstanding any email confirmation that you receive. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.


 Whilst we take every care to ensure that the information on the Website is accurate and complete, some of it may be supplied to us by third parties and we are unable to check its accuracy or completeness. You are advised to verify the accuracy of any information contained on the Website before relying on it. Further, due to the inherent nature of the Internet, errors, interruptions and delays may occur in the service at any time. Accordingly, the Website is provided on an "AS IS" basis with warranties excluded to the fullest extent permissible by law. We do not accept any liability arising from any inaccuracy or omission in any and/or all of the information provided on the Website or interruption in availability.

Your attention is drawn to the following information in particular:

a )   The Product ingredients and typical analyses listed on this site are provided by the manufacturer and are correct as at 01/10/12. Whilst we do our best to ensure that this information is kept up to date, there may be occasions where a manufacturer has changed their formulation and this has not yet been reflected in the information on our product pages. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product's ingredients and nutritional analysis.

b )  Any Feeding Guides listed on this site are provided by the product's manufacturers and are correct as at 01/10/12. Whilst we endeavour to ensure that this information is kept up to date, there may be occasions where a manufacturer has changed their Feeding Guide and this has not yet been reflected in the information on our product pages. Due to the complexity of some feeding guides, the information displayed on this site may be a simplified version and therefore all Feeding Guides are provided for the purposes of comparing products only. Actual feeding quantities will be affected by a number of factors such as your pet's age, size, breed and activity level. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product's Feeding Guide and use only this when feeding your pet. If you are unsure of the quantities of food you should feed your pet, please contact the manufacturer or your vet.

c )  We understand that when shopping online, it can be difficult to visualise the actual size of an item, even where approximate product dimensions have been given. We may therefore provide where possible, a list breeds for which the item may potentially be suitable for on some of our products. Due to the sheer number of breeds of dogs, cats etc. in the UK, this list is a guide only and is by no means meant to be definitive. This guide is based on a breed's generic size and attributes. Every pet is an individual and therefore while a product may generally be suitable for a certain breed type, it may not be suitable for certain individual pets. Due to this, upon receipt of your order, you should ensure that you are confident that the product(s) you have purchased will be suitable for your pet's unique individual requirements before use.

d)  We pride ourselves of supplying high quality products, however not all products will be suitable for all pets and so we advise that you select toys and accessories appropriate for your pet's size, build and temperament. In particular, pet toys are tough but not indestructible and it is recommended that they are used for play under supervision.

e )  Sometimes manufacturers may change the product packaging or update the design of an item. Whilst we will try to update the product image as soon as possible to reflect this change, there may be occasions this change has not yet been refelected on our product pages.

f )  Whilst it is our intention to keep the Website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or confirm it based on the correct information. If in these circumstances we are unable to contact you, or we receive no reply to our communications within 14 calendar days, we will treat your order as cancelled. No contract is formed until the Company accepts that goods ordered are and have been priced correctly, and dispatches the order.

If a fault occurs in the service of the Website, you should report it to Customer Service either by ringing 01642 718 283 (Mon-Fri Office Hours) or by email and we will correct the fault as soon as we reasonably can. Your access to the Website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we reasonably can.


The Prices shown are in Sterling and are subject to change at any time but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation. The prices shown are inclusive of Value Added Tax where applicable, which will be charged to and paid by the Customer at the rate ruling at the tax point.

Sometimes manufactures will label their packaging with a suggested retail price (commonly referred to as a 'SRP', 'SSP' or 'RRP'). This may differ from the price we are selling goods for. In the case where the item is labelled with a suggested retail price greater to the price paid, we will not charge you more than the price you originally paid after you have received your goods. Likewise, we cannot offer refunds or discounts against the price paid where an item is stickered with a suggested retail price of less than you paid when placing your order.

Every effort is made to ensure that the published prices are correct if however the published price is found to be incorrect prior to dispatch, the customer will be contacted and advised of the correct price. You may then either cancel your order or confirm it based on the correct information. If in these circumstances we are unable to contact you, or we receive no reply to our communications within 14 calendar days, we will treat your order as cancelled. Any published price in whatever format does not constitute an offer in contract or other law. No contract is formed until the Company accepts that goods ordered are and have been priced correctly, and dispatches the order.


From time to time, we (or selected third parties) may include competitions, promotions, vouchers or other offers on the Website. Each such offer and/or voucher shall be subject to its own express terms, however, each offer or promotion will be subject to availability at all times. Your statutory rights are not affected.

Please be aware, where items are sold together as a promotional bundle or multi-buy, we reserve the right to refuse a refund or exchange on only part of this bundle and only accept a cancellation of the order when the entire bundle is returned.


Payment must be made at the time of placing the order by a credit or debit card (we currently accept Visa, Visa Debit, Maestro and Mastercard). Any payment made to us will be refunded if we do not accept your order for whatever reason. We cannot accept cheque, postal orders, money transfer or "cash on delivery".

In the event of any delay in supply and delivery of the goods caused by instructions given by the Customer, the Customer shall be liable to pay all extra expenses incurred by the Company.


Delivery charges are clearly highlighted throughout the Website and may vary depending on delivery location and size and value of the order.

Your order will be fulfilled within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances such as a Force Majeure Event, however we will endeavour to give you an estimated delivery timescale at the time of placing your order (typically between 1 and 10 working days depending on delivery options chosen).

Delivery dates are given in good faith by the Company who will make every endeavour to comply with dates quoted however such delivery dates are not guaranteed and do not form a term or condition of the contract. Whilst the Company will endeavour to comply with any such delivery date it will not be liable for any failure from whatever cause to meet a delivery date. The Company shall not be liable to the Customer if due to circumstances beyond its control it shall be prevented from performing any of its obligations under the contract.

The delivery does not need to be signed for by the named person on the order, but delivery will be made to the specified address and a signature will usually be required (unless specific alternative delivery instructions are left for the courier). Any special instructions left with your order will be followed at the delivery driver's discretion. Any parcels which are requested to be left without a signature will be done so at your own risk and at the discretion of the courier driver. In this case the driver will sign to say a parcel has been left and the goods will be at your risk from the time of delivery. Delivery is made to the named address and not Petzilla cannot be held responsible for loss or damage to parcels which occurs after delivery has been made. In the case of an item being delivered damaged, we will require either photographic evidence or a collection/return of the damaged goods before a refund/exchange can be given and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver's signature terminal. Where the parcel has not been signed for as damaged, any claims for damage must be made before 4pm the next working day after delivery, or we will be unable to offer any refund or replacement.

Please ensure you enter the correct postcode for delivery as we can only make delivery to the postcode supplied, regardless of other address details entered. Petzilla cannot be held responsible for parcels that are lost or delivered to an incorrect location due to incorrect delivery details being supplied with the order.


At Petzilla, we want you to be happy every time you shop with us. We understand though, on occasion, you may want to return items. We have tried to make our cancellation and returns terms clear and our charges transparent to avoid any nasty surprises.

If you have placed your order as a consumer, you may cancel any Contract between us at any time within 14 working days, beginning on the day after you received the goods. In this case, you will receive a full refund of the price paid for the goods in accordance with our refunds policy and in accordance with your rights under the Consumer Protection (Consumer Contracts) Regulations 2013. In addition to this you may, at our discretion, return goods up to 28 days after receipt of the order, however in this case you will be responsible for all postage charges incurred and a re-stocking fee may be applied.  If you return only part of an order, it will not be deemed as a cancellation of contract, and therefore we are unable to refund any delivery charge.

To cancel any Contract between us, you must immediately inform us by emailing our Customer Service team to and return the goods to us in accordance with the conditions below. All cancellations must be confirmed in writing by letter or email.

a )   Before returning your item, notify us in writing of your intent to do so.  Include your name, order number, items being returned and reason for return. We will match this up with your returned product when it is received by our Returns Department.

b )    When we receive the items back from you, we will process the refund due to you as soon as possible and in any case within 30 days of the day you have given notice of cancellation. In this case, we will refund the price of the product in full, but not the costs you incur in returning the item(s) to us and we are also unable to refund the original delivery charge if notification of cancelation is received after 14 working days.

c )    If you are returning the goods because you claim they are defective, we will examine the returned items and if found to have an inherent fault we will notify you of your refund by either post, telephone or email within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case within 30 days of the day we confirmed to you that you were entitled to a refund for the defective goods. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. Items that after inspection are deemed not to be defective will be treated as a customer return and you will be responsible for the cost of the postage to us and the cost of returning the item back to you.

d)     In accordance with your rights under the Consumer Protection (Consumer Contracts) Regulations 2013, providing we receive notification of cancellation is received after 14 working days we will refund the delivery charge up to the value of the cheapest delivery option available at the time of placing the order. We are unable to refund additional postage costs for premium delivery services. 

To return an item, please enclose a note giving the reason for the return along with your order number, wrap the package securely and send the item(s) to be returned back to us at the address below. You do not have to give any reason for cancellation, however a brief explanation helps give a better service to you.

Return Address: Petzilla Returns Department, Mount Pleasant Way, Stokesley Business Park, North Yorkshire, TS9 5NZ

For your protection we recommend that you use a trackable delivery service when returning your item back to us as we are not liable for any loss or damage whilst in transit. You are responsible for the risk of loss or damage when you return goods, so you should take out enough postal insurance to cover their value. If you fail to return the goods, we will collect them and we will charge to you the direct cost of collection.

Items should be returned to us in their original, undamaged packaging. We are unable to accept returns for part used food, or on customised or bespoke items or damaged products (unless delivered damaged) or veterinary medicines. You have a legal obligation to take reasonable care of any goods whilst they are in your possession. If you fail to comply with this obligation, we may have a right of legal action against you for compensation. We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us we will dispose of it for you as it cannot be resold. This does not affect your statutory rights where the goods are faulty or not as described.

In addition, we can only accept returns for products that have been purchased through us and we can only refund any money received from you using the same method originally used by you to pay for your purchase.


The Company will not be liable for any failure or delay or for the consequences of any failure or delay in performance of the Contract, if it is due to any event beyond the reasonable control and contemplation of the Company including, without limitation, acts of God, war, industrial disputes, protests, fire, tempest, explosion, an act of terrorism and national emergencies and the Company will be entitled to a reasonable extension of time for performing such obligations.


All contracts to which these conditions of sale apply no matter where concluded will be subject to English law and deemed to be made at the Company’s head office and any disputes will be resolved by the English courts.  


The Website is owned and operated by us, Petzilla, our registered office is Mount Pleasant Way, Stokesley Business Park, North Yorkshire, TS9 5NZ. Our VAT number is 890697567. Our contact telephone number is 01642 718283.

The copyright and all other intellectual property rights in relation to the Website and any and/or all of the material on the Website are either owned by us or are included with the relevant permission. As a visitor to the Website, you may download a single copy of material contained within the Website for your own private purposes only, provided you keep intact any proprietary notices.

Subject to the condition above, copying of either the Website and/or any material contained on the Website or distribution for any commercial or business use is strictly prohibited without our prior written consent.


We reserve the right to refuse to post material on the Website or to remove material already posted on the Website.

You fully indemnify us against any and/or all losses, liabilities, costs and/or expenses reasonably suffered or incurred by us, any and/or all damages awarded against us under any judgment by a court of competent jurisdiction and any and/or all settlements and sums paid by us as a result of any settlement reasonably agreed by us arising out of or in connection with:

a )    any claim by any third party that material posted to the Website by you is defamatory, offensive or abusive, or constitutes a breach of any applicable law, regulation or code of practice;

b )    any claim by any third party that material posted to the Website by you infringes that third party's copyright or other intellectual property rights of whatever nature; and/or

c )     any fines or penalties imposed by any regulatory, advertising or trading body or authority in connection with the use of the Website by you.


We reserve the right to revise and amend these Terms and Conditions from time to time and any such changes will be communicated on the Website. You will be subject to the policies and the Terms and Conditions in force at the time that you order goods from us, unless any change to those policies or the Terms and Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these Terms and Conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the Terms and Conditions, unless you notify us to the contrary within seven working days of receipt by you of the goods). If you do not wish to accept the new Terms and Conditions, you should not continue to use the Website. If you continue to use the Website after the date on which the changes come into effect, your use of the Website indicates your agreement to be bound by the new Terms and Conditions.