Pet shops
Buying a pet's food, bedding or treats online means trusting that the order arrives on time, in good condition, and that the shop will put things right if it does not.
Pet shops companies
85 companies
About Pet shops
Pet shops in the United Kingdom sell food, treats, bedding, toys, grooming products and accessories for cats, dogs, small animals, birds, fish and reptiles. The category also takes in live animal sales in some cases, though most of the trade sits in supplies rather than animals themselves. Some businesses operate only online while others run physical stores alongside a website, and many combine both.
Online pet shops range from large national retailers with warehouses and fast delivery networks to small specialist sellers who focus on a single species or a particular diet. Many sell through their own websites, online marketplaces and subscription services that send regular deliveries of food and medication. Pet food and medicine products are subject to labelling and safety rules, and veterinary medicines are controlled by the Veterinary Medicines Directorate.
Trading standards teams across the UK enforce consumer law covering pricing, refunds and misleading claims, while the Competition and Markets Authority oversees fair competition in the sector. The Pet Food Manufacturers' Association and the Pet Industry Federation represent manufacturers and retailers and set voluntary standards for the trade. Animal welfare rules for the sale of pets apply under the Animal Welfare (Sentience) Act and related legislation governing licensed pet sellers in England, Scotland and Wales.
Questions about Pet shops
How do I choose a reliable online pet shop?
Check that the shop lists a registered business name, a postal address and a company registration number on its website, as the Consumer Contracts Regulations 2013 require trading details to be clear. Look for a secure checkout page with an address beginning https and a padlock icon, and confirm the shop states its returns policy before you pay.
What should I compare between pet shops before buying?
Compare the total price including delivery charges, since the Price Marking Order 2004 requires traders to show the full price including taxes and any mandatory extras. Check the delivery times, the returns window, and whether the shop sells animal-related products that are covered by the Animal Welfare Act 2006 and the Pet Animals Act 1951 where live animals are involved.
Do I have a right to cancel an online pet supplies order?
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day goods arrive to cancel an online order and receive a refund. The shop must refund you within 14 days of receiving the goods back, and you pay the return postage unless the shop agreed to cover it.
Can I cancel a pet food subscription?
Subscriptions are cancelled through the terms set out at sign-up, and you should check whether there is a minimum term or notice period. The 14-day cancellation right applies to the first order under the Consumer Contracts Regulations 2013, while later deliveries are governed by the contract terms and the Consumer Rights Act 2015 on unfair terms.
What do I do if my pet product arrives damaged?
Contact the seller in writing within a reasonable time and include photographs of the damage and the packaging. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose, and the seller must repair, replace or refund at no cost to you.
Who is responsible if a delivery is lost or late?
The seller remains responsible for goods until they are delivered to you, under the Consumer Contracts Regulations 2013 and the Sale of Goods Act 1979 as amended. If the delivery date was agreed and is missed, you can ask for a refund if the seller cannot deliver on an agreed date, and you should keep the tracking details as evidence.
How do I complain about a pet shop in the UK?
Start by raising the complaint directly with the shop in writing, stating what went wrong and what outcome you want. If the trader does not resolve it, you can refer the matter to the Citizens Advice Consumer Helpline, which provides advice and can pass cases on to trading standards.
Which regulators oversee pet shops in the UK?
Trading Standards, run by local councils, enforces consumer protection law and the Pet Animals Act 1951 on pet shop licensing in England, Wales and Scotland. The Animal and Plant Health Agency and local authorities enforce animal welfare rules, and the Advertising Standards Authority covers claims made in marketing.
Do online pet shops have to be licensed?
Businesses selling pets must hold a licence from their local council under the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018 and equivalent rules in Scotland and Wales. Online sellers of live animals must hold the same licence, and you can check the council's public register before you buy.
Is my payment protected when I buy from an online pet shop?
Paying by credit card for a purchase between £100 and £30,000 gives you protection under section 75 of the Consumer Credit Act 1974, and the card issuer can be held jointly liable. Paying by debit card may let you claim through the chargeback scheme run by card providers if the goods are not supplied as promised.
What should I look for when reading reviews of pet shops?
Look for reviews that describe specific orders, delivery times and how the shop responded to problems, rather than general praise or criticism. Check whether the reviews are recent and whether they cover the same issues you care about, such as animal health, packaging or returns.
Can I trust a pet shop that has very few reviews?
A small number of reviews gives you limited evidence, so you should check the shop's trading details, licence and returns policy with the same care you would use for any seller. Look at how the shop handles complaints in any reviews that do exist, and check whether it is listed on the council licence register and the Trading Standards pages.