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Terms of Services


Terms and conditions


  1. Pet by Waitrose & Partners
  2. Use of the website
  3. General
  4. Basis of sale
  5. Delivery
  6. Price and payment
  7. Risk and ownership
  8. Cancellations, returns, refunds and exchanges
  9. Intellectual property
  10. Liability and indemnity
  11. Matters out of our control
  12. Complaints
  13. Discounts and postage charges
  14. Partnership discount
  15. The use of gift vouchers
  16. Miscellaneous Provisions
  17. Waivers
  18. Repeat delivery service
  19. Contact

1. Pet by Waitrose & Partners

By purchasing goods from Pet by Waitrose & Partners

You enter a legally binding agreement with us on the following terms. You should read and understand these terms because they affect your rights and liabilities. These terms describe the basis for purchase by you and sale by us of the products described on this web site.

2. Use of the website

Pet is operated on behalf of Waitrose & Partners by Monster Pet Supplies (UK) Limited ("Monster Pet Supplies", "we", "us" or "our").

By accessing this website you agree to be bound by these website terms of use, ("Terms of Use"). If you do not agree to be bound by these Terms of Use, please do not use or access this website. References to this website in these terms and conditions apply to this website however you access it, including a version optimised for mobile or tablet devices. Contracts for the supply of products and services formed through our Website or as a result of visits made by you are governed by our terms and conditions of sale, as detailed below.

3. General

This page (together with the documents referred to on it) tells you the terms and conditions (Terms & Conditions) on which we supply any of the products (Products) listed on our website www.waitrosepet.com to you. Please read these Terms & Conditions carefully before ordering any products from our website.

You should understand that by ordering any of our products, you agree to be bound by these Terms & Conditions.

Please also note that the use of the website is subject to the terms contained in the terms of website use, which apply whether or not you order any products from the site.

We advise you also read our privacy policy.


We reserve the right to change these Terms & Conditions at any time. Any such changes will take effect when posted on the website.


If you are not a consumer you confirm that you have authority to bind any business on whose behalf you use the website.

4. Basis of sale

An agreement for us to sell you goods is made on these terms when we accept an order made by you via our website. The description of the goods, the price, VAT, insurance and delivery costs are set out in the order page.

(i) To purchase a product advertised for sale on the website follow the on-screen prompts after clicking on the item you are interested in.

(ii) You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order.

(iii) After placing an order you will receive an order acknowledgement giving a summary of the products you have ordered.

Please note that this email is not an order confirmation or order acceptance from us. All orders are subject to acceptance by us and we will confirm such acceptance to you by sending you an email which confirms that the product has been dispatched (Dispatch Confirmation).

(iv) The contract between us and you will only be formed when the order is dispatched unless your order is not accepted or you have cancelled it.

(v) The contract will relate only to those products whose dispatch we have confirmed in the dispatch confirmation.

(vi) 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.

Please note: We may not be able to process your order if the product you ordered is out of stock or discontinued or there is a problem with authorisation of your payment. In such instances we will inform you of this occurrence.

5. Delivery

We will deliver the goods to the address you specify for delivery in your order. Delivery charges and estimated timescales are specified in the delivery option information selected by you when you place an order. We make every effort to deliver goods within the estimated timescales however delays are occasionally inevitable due to unforeseen factors.

We shall be under no liability for any delay or failure to deliver the products within estimated timescales.

Please see delivery information for details of where we deliver, where deliveries are restricted and the available delivery options.

We will deliver the products to the address you specify for delivery in your order. It is important that the address is accurate. Please be precise about where you would like the products to be left if you are out when we deliver.

We cannot accept any liability for any loss or damage to products once they have been delivered in accordance with your delivery instructions.

Once delivered or on the date of the first attempted delivery, the products ordered will become your responsibility; except in relation to products that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after that date.

6. Price and payment

(i) Ownership of the Products will only pass to you on delivery of the products to you or after receiving full payment of all sums due in respect of the products (including delivery charges) whichever is the later.

(ii) The price (which will be shown in sterling) of any products will be quoted on the website from time to time, except in cases of obvious error. These prices include VAT but exclude delivery costs, which will be added to the total amount due once you have selected a delivery service from the available options as set out in the delivery information.

(iii) Prices are liable to change at any time.

If a Product’s correct price is different from the price stated on our website, we will contact you for instructions before dispatching the product, or reject your order and notify you of such rejection.

(iv) We take payment from your card at the time we receive your order, once we have checked your card details and stock availability.

(v) By using a credit/debit card to pay for your order, you confirm that the card being used is yours. To ensure that your credit, debit or charge card is not being used without your consent we will validate the name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting the Terms & Conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. If the issuer of your card refuses to authorise payment we will not accept your order and we will not be liable for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal.

(vi) We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order.

(vii) We will take all reasonable care to keep all information connected with your order but we cannot be held liable for any loss that you may suffer if a third party obtains unauthorised access to any data, including credit and account details you provide when accessing or ordering from this website, unless this is solely due to our negligence.

7. Risk and ownership

(i) Risk of damage to or loss of the goods passes to you at the time of delivery is your responsibility if you fail to take delivery at the agreed time (the time when we tried to deliver).

(ii) You will only own the goods once they have been successfully delivered and when we have received cleared payment in full. Goods supplied are not for resale.

8. Cancellations, returns, refunds and exchanges

Cancellation rights

Please note that you are entitled to cancel this contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

Please note that your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly (including all perishable goods such as food).

If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.

To exercise the right to cancel, you must inform us of your decision to cancel your purchase by a clear statement, including details of your name, address, details of the order you wish to cancel and, where available, your phone number and email address.

Notice of such cancellation may be given by contacting our Customer Service team on 0345 032 8002 between 9am and 6pm Monday to Friday, or by emailing customerservices@waitrosepet.com

If you decide to cancel, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

Returns, refunds and exchanges

If any product you purchase is damaged, faulty or incorrect when delivered to you we may offer an exchange, refund or partial refund as appropriate in accordance with your legal rights. If you believe a product is damaged we may require you to send photographic evidence of this damage. If you believe a product is faulty or damaged you should contact us at customerservices@waitrosepet.com or call a member of our team on 0345 032 8002.

Sometimes the product specifications from the manufacturer may change, in which case we will do our best to offer you a similar alternative. We may experience problems with the supply of certain products and may therefore supply a substitute of the same or of better quality at the same price. If you are not happy with the replacement or substitute you can return it in accordance with our 14 day returns policy.

9. Intellectual property

(i) All of the written, photographic, design and audio content of the web site together with the selection and arrangement of it and all software compilations are our copyrighted property or that of the people who have granted to us the right to use it and is protected as such. All rights reserved.

(ii) None of this material may be used without our written permission. You may download or print a single copy for your own non-commercial offline viewing.

(iii) All names, logos, slogans, or other phrases may be a trademark of ours or another person or corporation. Any unauthorised use of a trade mark is unlawful.

10. Liability and indemnity

(i) If you have a valid claim in respect of any of goods which is based on any defect in their quality or condition or their failure to meet specification in accordance with the contract, and you have returned the goods within a reasonable time, you will be entitled to choose either a refund of the price of the goods or replacement goods free of charge.

(ii) We shall not be liable to you in connection with any contract, in tort (including negligence), contract or otherwise for any loss of profit, anticipated savings or data that your business may suffer.

(iii) These terms and conditions do not affect your statutory rights as a consumer.

(iv) Changes to goods may be made at any time as part of our aim to continuously improve the products.

(v) We will use reasonable commercial endeavours to keep the web site up to date but the information and specifications given are for your information only and are subject to change without notice. Product pictures on the web site are generally accurate but variations in colour, shape and size must be expected.

(vi) The content of the web site is directed solely at those who access the site from addresses within the delivery area.

(vii) We assume no responsibility for the contents of any other web sites to which this web site has links.

11. Matters out of our control

(i) We will not be liable to you or in breach of the contract for delay or failure to perform due to a cause beyond our reasonable control.

12. Complaints

(i) If you wish to complain about any aspect of our service, please email us at customerservices@waitrosepet.com

13. Discounts and postage charges

(i) Unless otherwise stated, discount codes (including those offered/displayed by third parties) do not apply to postage charges.

14. Partnership discount

(i) Partner discount: the same rules that apply to use of discount in branch apply to the use of promotional codes online.

(ii) The promotional code cannot be used to order for anyone who is not a Partner, Retired Partner or Additional Card Holder.

(iii) Partner discount promotion code cannot be used in conjunction with any other promotion or promotional code other than a myWaitrose offer. It cannot be used against a repeat order subscription.

(iv) Automatic discount with a partnership card™ will not be applied.

(v) Usual terms of service apply.

15. The use of gift vouchers

(i) John Lewis, Waitrose, Monster Pet gift vouchers or gift cards and John Lewis account cards cannot be accepted as a method of payment.

16. Miscellaneous Provisions

The contract between us and you shall be governed by the laws of England and any dispute between us will be resolved exclusively in the courts of England. English is the only language offered for the conclusion of the contract.

To provide increased value to our customers we may provide links to other websites or resources for you to access at your sole discretion.

You acknowledge and agree that as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources and are not responsible whether directly or indirectly for their content. You may not assign or sub-contract any of your rights or obligations under the Terms & Conditions or any related order for products to any third party unless agreed upon in writing by us.

We reserve the right to transfer, assign, novate or sub-contract the benefit of the whole or part of any of our rights or obligations under the Terms & Conditions or any related contract to any third party.

If any portion of the terms & conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other sections of the terms & conditions shall not be affected.

17. Waivers

(i) The terms & conditions do not create or confer any rights or benefits enforceable by any person that is not a party (within the meaning of the Contract (Rights of Third Parties) Act 1999). No delay or failure by us to exercise any powers, rights or remedies under the terms & conditions will operate as a waiver of them nor will any single or partial exercise of any such powers, rights or remedies preclude any other or further exercise of them.

(ii) For any waiver to be effective it must be in writing and be signed by an authorised representative of us. The terms & conditions including the documents or other sources referred to in the Terms & Conditions supersede all prior representations understandings and agreements between you and us relating to the use of the site (including the order of the Products) and sets forth the entire agreement and understanding between you and us for your use of the site.

18. Repeat delivery service

We will ensure that:

(i) Get 10% off your first repeat delivery with waitrosepet.com. The 10% is deducted from the first order you make as part of the complete repeat delivery service and not the second, third and there after orders that are part of the repeat delivery you have set up. Please note the discount does not apply if you set up subsequent repeat delivery deliveries;

(ii) Recurring transaction authorities signed by you will conform to the required merchant standards (including requiring you to sign authority forms for recurring transactions);

(iii) You are made sufficiently aware of the ongoing nature of the recurring transaction.

(iv) You know at least 5 days in advance of a recurring transaction and the amount claimed and the date upon which it will be claimed and/or any changes in relation to this;

(v) Recurring transaction claims comply with the authority given by the card holder and are timed to ensure that the entry appears on the card holder's account no later than 7 business days after the agreed date; instructions to cancel authorities, when received, are actioned immediately to ensure that no more claims are originated after receipt; and we respond to a request from your merchant acquirer for a copy of a Recurring Transaction Authority within 10 days of the request being received.

19. Contact

Questions, comments and requests regarding this our terms and conditions are welcomed and should be addressed to customerservices@waitrosepet.com

Delivery area and cost


  1. When you spend £45 or more
  2. When you spend less than £45
  3. Where we will deliver to

Spend £45 or more

We offer FREE delivery on orders of £45 or more. Your order will be with you within two days of it leaving our warehouse. Please refer to the estimated arrival date displayed in the basket.

We also offer FREE Click & Collect on orders of £45 or more. An estimated collection date will be displayed in the basket once all your items have been added.

Unfortunately we are currently unable to offer Click & Collect services in Scotland.

Spend less than £45

Delivery will cost £4.95

*Dependent on basket content. This option will be displayed at checkout if available.

Where we deliver to

We’ll deliver to your home or work address, whatever’s easiest for you. However, we don't currently deliver to the most hard-to-reach areas or addresses outside the UK.

We're very sorry but we are unable to deliver to the following areas:

AB10-16, AB21-25, AB30-39, AB41-45, AB51-56, BT1-99, DD6-11, EH35-40, EH42-46, FK14, FK18-21, GX11, GY1-99, HS1-99, IM1-99, IV1-99, JE1-99, KA27-28, KW1-17, KY9-10, KY14-16, PA20-50, PA60-78, PA80, PH6-26, PH30-44, PH49-50, PO30-41, TD1-8, TD10-14, TR21-25, ZE1-99, BFPO, Channel Islands (Jersey & Guernsey), Isle of Wight

Unfortunately we are currently unable to offer Click & Collect services in Scotland.

Returns and refunds


All orders are thoroughly inspected and carefully packed. If you wish to return a product to us for any reason please do so within 14 days of delivery to the following address.

  • Waitrose Pet Returns
  • Whistl Unit 1
  • Follingsby Avenue
  • Follingsby Park
  • Gateshead
  • NE10 8HQ

To receive a full refund, items must not have been used and must be returned to us with their original packaging intact.

Returns Instructions

To return an item to us please follow these simple steps:

1. State your reason for return by filling in the form on the reverse of the delivery note included in your order.

2. Pack everything up securely, including the delivery note.

3. Please contact customer service on customerservices@waitrosepet.com or 0345 032 8002 and we will arrange for a third party carrier to collect the products from you free of charge. We are open Monday to Friday 9am - 6pm.

As soon as we receive the returned item we will issue a full refund to the card with which you made your purchase, or using PayPal where appropriate.

Returns via a Waitrose & Partners branch

You may return your item(s) via any Waitrose & Partners (except branches in Welcome Break; the Channel Islands; Foodhalls at John Lewis & Partners; and Waterside). Simply take your item(s) to the branch Welcome Desk along with your delivery note and we will arrange a refund. As soon as we receive the returned item(s) at the warehouse we will issue a full refund to the card with which you made your purchase, or using PayPal where appropriate.

Please note that products purchased from Pet by Waitrose & Partners CANNOT be returned to John Lewis & Partners department stores.


To exchange an item please follow steps 1-3 above. Then simply place a new order at www.waitrosepet.co.uk for the items you require in exchange. As soon as we receive your returned original item we will issue a full refund to the card with which you made your purchase, or using PayPal where appropriate.

If you have any further questions call Pet by Waitrose & Partners on 0345 032 8002 or email customerservices@waitrosepet.com, we'd be happy to help. We are open Monday to Friday 9am - 6pm.

Ratings & reviews

Thank you for taking the time to review our products. Not only do your reviews help other customers make a decision about which products are right for them but it gives us guidance on what we should have available for our customers to purchase on waitrosepet.com.

Subject to approval
All reviews are subject to approval by the Pet by Waitrose & Partners customer service team. We will not exclude negative comments so product reviews are genuine and helpful for our customers. However, the content of the reviews shall be checked for appropriate language, spelling, grammar and a genuine opinion of the product in question before we publish it on waitrosepet.com, we reserve the right not to publish reviews which do match these standards.

Ownership of submissions
All reviews offered to Pet by Waitrose & Partners or through the website or otherwise disclosed shall become and remain the property of Pet by Waitrose & Partners once submitted. A disclosure, submission or offer of any submissions and your agreement to these terms and conditions shall constitute an assignment to Pet by Waitrose & Partners of any intellectual property rights.

Any reviews you upload to our website will be considered non-confidential and non-proprietary, and we have the right to use, copy, distribute and disclose to third parties any such material for any purpose. We also have the right to disclose your identity to any third party who is claiming that any material posted or uploaded by you to our site or any Pet by Waitrose & Partners related third party social networking site constitutes a violation of their intellectual property rights, or of their right to privacy. We will not be responsible, or liable to any third party, for the content or accuracy of any materials posted by you or any other user of our website.

Am I eligible to post a Submission?

- Suppliers or manufacturers are not eligible to post a submission

Rules for Submissions (guidelines)

- Keep your review focused on the product.

- Avoid writing about customer service, contact us instead if you have issues requiring immediate attention.

- Refrain from mentioning competitors or the specific price you paid for the product.

- Do not include any personally identifiable information such as full names.

- You confirm that the submission is your own and that the content does not infringe the material, trademarks or intellectual property of others.

Pet by Waitrose & Partners, in its absolute discretion, reserves the right:

- not publish the Submission or remove it

- to take any appropriate action if deemed necessary

- remove reviews which relate to seasonal products which are no longer in season

Please note:

- It may take up to ten working days for reviews to appear on the site.

- Please contact us if you see any submissions which do not comply with these rules.

Recycling of Electrical Products

Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health. We are please to offer our customers the chance to recycle their old electrical items.

We are pleased to offer our customers the chance to recycle their old electrical items. Please return any unwanted electrical item to our distribution facility at Unit 7 Maple Park, Lowfields Avenue, Leeds, LS12 6HH. If you wish to drop off the electrical item in person please contact customer services on 0345 032 8002 to arrange an appointment.

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.


We'll be open again in

We are limiting the number of orders we take each day during this period of unprecedented demand. Our customers and their pets remain our priority and taking this measure means we can continue to deliver happiness from head to tail.

Please do pop back again a little later.