Terms of service

TERMS & CONDITIONS

Last updated: 9 September 2026

1. ABOUT US

Southend Dog Shop is an online retail store operated by Southend Dog Training Ltd ("we", "us", "our").

Our company details are:

Southend Dog Training Ltd
Trading as: Southend Dog Shop
Company number: 12835763
VAT number: 366 9463 49
Registered office: Suite 1, Milton Keynes Business Centre, Linford Wood, Milton Keynes, England, MK14 6GD
Telephone: 01702 746961
Email: help@southenddogtraining.co.uk

Website: www.southenddogshop.co.uk

Southend Dog Shop operates as an online retailer. Our registered office is not a retail shop or customer collection address unless we expressly state otherwise.

These Terms & Conditions explain the rules that apply when you use our website or purchase products from us.

Please read them carefully before placing an order.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

2. USING OUR WEBSITE

By using this website or placing an order with us, you agree to these Terms & Conditions together with any other policies referred to on the website, including our Privacy Policy, Refund Policy and Delivery/Shipping Policy.

You must use our website only for lawful purposes.

You must not:

  • misuse or interfere with the operation or security of the website;

  • knowingly introduce viruses, malware or other harmful code;

  • attempt to gain unauthorised access to the website or associated systems;

  • use the website fraudulently;

  • copy or exploit our website content in breach of our intellectual property rights; or

  • use automated systems to scrape or extract content from the website without our permission, except where permitted by law.

We may suspend or restrict access to our website where reasonably necessary for security, maintenance, suspected fraud, misuse or legal reasons.

3. OUR PRODUCTS

We take reasonable care to ensure that product descriptions, photographs, ingredients, weights, sizes, prices and other information displayed on our website are accurate.

Images are for illustrative purposes and colours or appearance may vary slightly depending on your device or because of normal variations in the product.

Packaging, branding, ingredients or presentation may occasionally change. Where a change materially affects the product you have ordered, we will provide appropriate information where required.

Products supplied to consumers must be:

  • as described;

  • of satisfactory quality; and

  • fit for their intended purpose.

Nothing in these Terms limits those statutory rights.

You should always read and follow any packaging instructions, feeding guidance, safety warnings, storage instructions, allergen information or manufacturer instructions supplied with a product.

4. PET FOOD AND PERISHABLE PRODUCTS

Some products sold through Southend Dog Shop are pet food, including chilled, frozen, raw or otherwise perishable products.

Raw pet food is for animal consumption only and must be stored, handled, defrosted and used in accordance with the instructions provided with the product.

Customers are responsible for ensuring that products are stored appropriately once delivery has been completed.

Frozen and other perishable products should be inspected promptly following delivery.

If a perishable product arrives damaged, spoiled, incorrectly supplied or otherwise not in satisfactory condition, please contact us as soon as reasonably possible and provide photographs or other information where reasonably requested so that we can investigate.

Your statutory rights relating to faulty or incorrectly supplied goods are not affected by this section.

5. PRICES AND VAT

Prices are displayed in pounds sterling (ÂŁ).

Unless otherwise stated, prices shown to consumers include VAT where VAT is applicable.

Delivery charges and any other mandatory charges will be displayed before you complete your purchase.

We may change our prices at any time, but price changes will not normally affect orders that we have already accepted.

If we discover an obvious pricing error before your order is dispatched, we may contact you to give you the option of purchasing the product at the correct price or cancelling the order for a full refund.

We will not add optional charges to an order without your consent.

6. PLACING AN ORDER

Our website allows you to review your basket and correct errors before submitting your order.

When you place an order, you are making an offer to purchase the products in your basket.

After placing an order, you will normally receive an automated confirmation email acknowledging that we have received your order.

An acknowledgement of your order does not necessarily mean that we have accepted it.

A contract between you and us is formed when we accept your order, normally when we send confirmation that your order has been dispatched or otherwise expressly confirm acceptance.

The contract will relate only to the products we have accepted.

We may refuse or cancel an order where there is a legitimate reason to do so, including where:

  • a product is unavailable;

  • we cannot obtain authorisation for payment;

  • your billing or delivery information cannot be verified;

  • there is an obvious pricing or product-description error;

  • we reasonably suspect fraudulent or unauthorised activity;

  • a delivery location is outside an area we supply;

  • an order breaches a quantity restriction clearly communicated to you; or

  • we are legally prohibited from supplying the product.

If we cancel an order after taking payment, we will refund the amount paid for the cancelled products.

7. PAYMENT

Payment must be made using one of the payment methods offered at checkout.

You confirm that you are authorised to use the payment method supplied.

Payment information is processed using our payment providers and e-commerce platform.

We do not require customers to pay any charge that was not disclosed before the order was submitted.

8. SUBSCRIPTIONS AND RECURRING ORDERS

Where we offer a subscription, recurring delivery or other recurring purchase arrangement, the relevant product page and checkout will provide details of the arrangement before you commit to it.

This will include, where applicable:

  • the price;

  • delivery frequency;

  • billing frequency;

  • how recurring payments operate;

  • any minimum commitment;

  • how the subscription renews; and

  • how it can be cancelled.

By purchasing a subscription product, you authorise us or our payment provider to take the recurring payments disclosed to you at checkout until the subscription is cancelled or otherwise ends.

You may cancel a subscription using the cancellation method provided through your account or subscription management facility, or by contacting us where applicable.

Cancellation of a subscription does not necessarily cancel an individual order that has already been processed or dispatched.

Any cancellation rights that you have under consumer law remain unaffected.

We will not rely on a subscription term that unfairly prevents or unreasonably restricts a consumer from ending their subscription.

9. DELIVERY

Available delivery methods, estimated delivery times and delivery charges will be displayed on our website or during checkout.

We aim to deliver orders within the timeframe communicated to you.

Unless we have agreed a different delivery period with you, goods will be delivered without undue delay and normally no later than 30 days after the contract is entered into.

Certain products, particularly frozen or raw food, may have specific dispatch or delivery arrangements.

You are responsible for providing a complete and accurate delivery address.

If delivery is delayed because of circumstances outside our reasonable control, we will contact you where appropriate and take reasonable steps to minimise the effect of the delay.

Nothing in this section limits any statutory right you may have to cancel an order because goods have not been delivered within an agreed or legally required period.

10. DELIVERY OF FROZEN OR PERISHABLE GOODS

Frozen and perishable products require additional care during delivery.

Customers should make reasonable arrangements to receive or safely accept deliveries of these products.

Where delivery has been completed in accordance with the delivery instructions supplied by you, you should retrieve and appropriately store perishable products as soon as reasonably possible.

If a frozen or perishable delivery arrives in a condition that makes the product unsafe or unsuitable for its intended purpose, please contact us promptly.

We may ask for photographs of:

  • the packaging;

  • delivery label;

  • damaged products; and

  • condition of the goods when received.

This helps us investigate the problem and does not remove or reduce your statutory consumer rights.

11. RISK AND OWNERSHIP

Goods remain our responsibility until they are delivered to you or to another person identified by you to take possession of them, subject to the rules provided by applicable consumer law.

Once delivery has taken place, you are responsible for the goods.

Ownership of the goods passes to you once we have received payment in full and the goods have been supplied to you.

12. YOUR RIGHT TO CANCEL AN ONLINE ORDER

If you are a consumer purchasing goods online, you will normally have a legal right to change your mind and cancel your contract without giving a reason.

For most eligible goods, the cancellation period ends 14 days after the day on which you, or someone nominated by you, receives the goods.

Where a single order contains multiple goods delivered separately, the cancellation period will normally run from receipt of the final item.

To exercise your right to cancel, you must clearly tell us that you wish to cancel.

You can contact us at:

help@southenddogtraining.co.uk

You may also use the model cancellation form at the end of these Terms, although you are not required to use it.

Once you have told us that you are cancelling, you normally have a further 14 days to return the goods.

13. PRODUCTS THAT CANNOT NORMALLY BE RETURNED FOR CHANGE OF MIND

The statutory right to cancel an online purchase does not apply to certain categories of goods.

These can include:

  • goods made to your specifications or clearly personalised;

  • goods which are liable to deteriorate or expire rapidly, including relevant fresh, frozen or perishable products;

  • sealed goods which are genuinely unsuitable for return for health protection or hygiene reasons where the seal has been broken after delivery; and

  • other goods excluded from the statutory cancellation right by applicable law.

This means that frozen/raw pet food that is liable to deteriorate or expire rapidly may not carry the normal 14-day change-of-mind cancellation right after supply.

This does not affect your rights if an item is faulty, damaged, unsafe, not as described or otherwise fails to comply with your statutory consumer rights.

Where possible, if you contact us before a perishable order has been processed or dispatched, we will try to accommodate a cancellation request, but we cannot guarantee that cancellation will still be possible.

14. CHANGE-OF-MIND RETURNS

Where the statutory right to cancel applies, returned goods should be:

  • returned within the required period;

  • appropriately packaged; and

  • kept in a condition consistent with the handling reasonably necessary to establish their nature, characteristics and functioning.

You are permitted to examine goods in broadly the same way that you could reasonably examine them in a physical shop.

We may make a deduction from the refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary.

Unless we have agreed otherwise, customers are responsible for the direct cost of returning goods when cancelling because they have changed their mind.

We will bear reasonable return costs where the goods are faulty, incorrect or otherwise supplied in breach of your statutory rights.

Please contact us before returning an item so that we can provide the correct return instructions.

Do not send returns to our registered office unless we specifically instruct you to do so.

15. REFUNDS FOLLOWING CANCELLATION

Where you validly exercise your statutory right to cancel, we will refund payments due to you in accordance with applicable consumer law.

This normally includes:

  • the price paid for the returned goods; and

  • the cost of the least expensive standard delivery method that we offered, where applicable.

If you selected a more expensive delivery option, we are not required to refund the additional amount above our standard delivery charge.

We will normally make the refund no later than 14 days after:

  • we receive the returned goods; or

  • you provide evidence that you have sent the goods back,

whichever occurs first.

We will normally refund you using the same payment method used for the original transaction unless otherwise agreed.

Our separate Refund Policy provides further practical information about making a return.

Nothing in that policy or these Terms limits your statutory rights.

16. FAULTY, DAMAGED OR INCORRECT GOODS

Your rights when a product is faulty are separate from your right to change your mind.

Under the Consumer Rights Act 2015, goods supplied to consumers must be of satisfactory quality, fit for purpose and as described.

Depending on the circumstances, you may have rights including:

  • a refund;

  • repair;

  • replacement;

  • price reduction; or

  • another remedy provided by law.

For most goods, consumers have a short-term right to reject faulty goods during the first 30 days where the legal requirements are met.

For goods that can reasonably be expected to perish in less than 30 days, including some perishable food products, the relevant short-term rejection period may be shorter and reflect the period the goods can reasonably be expected to last.

If you believe an item is faulty, damaged, unsafe, not as described or incorrectly supplied, contact:

help@southenddogtraining.co.uk

Please provide your order number and information about the problem.

We may reasonably request photographs or other evidence to help establish the problem.

This does not affect your statutory rights.

17. PROMOTIONS, DISCOUNTS AND DISCOUNT CODES

Promotions and discount codes may be subject to additional terms displayed with the promotion.

Unless stated otherwise:

  • discount codes cannot be exchanged for cash;

  • only one discount code may be used per order;

  • a discount cannot normally be applied retrospectively;

  • discounts may apply only to specified products or customers; and

  • promotions may be withdrawn or amended for future orders.

Any material restrictions or expiry dates will be communicated clearly.

Nothing in a promotion overrides your statutory consumer rights.

18. PRODUCT AVAILABILITY

All orders are subject to availability.

If a product becomes unavailable after you have placed an order, we may contact you to offer an alternative where appropriate.

You do not have to accept a substitute.

If we cannot supply an ordered product and no suitable alternative is agreed, we will refund the amount paid for that product.

19. THIRD-PARTY SERVICES AND LINKS

Our website may contain links to websites, payment services, delivery services or tools operated by third parties.

We are not responsible for third-party websites that we do not control.

Using a third-party website may be subject to that third party's own terms and privacy policy.

Nothing in this section excludes any responsibility that the law places on us for fulfilling our contract with you.

For example, where we arrange delivery of goods to you, the involvement of a courier does not automatically remove our obligations as the retailer.

20. INTELLECTUAL PROPERTY

Unless otherwise stated, the content of this website, including text, graphics, photographs, videos, logos, designs and other materials, belongs to Southend Dog Training Ltd or is used by us under licence.

You may use the website for your own personal and non-commercial purposes.

You may not reproduce, distribute, sell, commercially exploit or substantially copy our content without permission, except where permitted by law.

21. REVIEWS, COMMENTS AND USER CONTENT

If you submit a review, photograph, comment or other content to us or through functionality on our website, you confirm that:

  • the content is truthful to the best of your knowledge;

  • you have the right to submit it;

  • it does not infringe another person's rights;

  • it is not unlawful, threatening, defamatory or abusive; and

  • it does not contain malicious code.

Where you provide content directly to us for publication, you grant us a non-exclusive right to display and use that content for the purpose for which it was submitted.

We may moderate or remove content where reasonably necessary, including where it is unlawful, fraudulent, abusive, irrelevant or breaches these Terms.

We will not knowingly publish or procure fake customer reviews or misleadingly represent reviews as genuine.

22. PERSONAL INFORMATION AND PRIVACY

We process personal information in accordance with our Privacy Policy and applicable data protection law.

Our Privacy Policy explains how we collect, use, retain and protect personal information and the rights available to individuals.

Payment information may also be processed by payment providers and other service providers necessary to complete your transaction.

23. WEBSITE AVAILABILITY

We aim to keep our website available and accurate but cannot guarantee that it will always be uninterrupted or completely free from technical errors.

We may temporarily suspend access for maintenance, security updates or circumstances outside our reasonable control.

We will not use this clause to avoid responsibilities that cannot lawfully be excluded.

24. OUR LIABILITY TO CONSUMERS

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing excludes or limits liability for:

  • death or personal injury caused by negligence;

  • fraud or fraudulent misrepresentation;

  • breach of rights that cannot legally be excluded or restricted; or

  • your statutory rights under consumer law.

If we fail to comply with these Terms, we are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill.

We are not normally responsible for losses that are not foreseeable.

If you are purchasing products wholly or mainly for personal use, we are not responsible for business losses such as loss of profits, revenue or business opportunity resulting from your use of the products.

Nothing in these Terms is intended to exclude or restrict liability beyond what is permitted by law.

25. EVENTS OUTSIDE OUR REASONABLE CONTROL

We are not responsible for a delay or failure caused by circumstances outside our reasonable control where the law permits.

These circumstances might include severe weather, transport disruption, industrial action, natural disasters, failure of telecommunications networks or other events we could not reasonably prevent.

Where such an event affects your order, we will take reasonable steps to minimise the effect and will contact you where appropriate.

Your statutory rights, including rights relating to excessive delivery delays, remain unaffected.

26. COMPLAINTS

We want to resolve problems fairly and promptly.

If you have a complaint about an order, product or our service, please contact:

Email: help@southenddogtraining.co.uk
Telephone: 01702 746961

Please provide your name, order number where applicable and details of your complaint.

We will investigate the issue and respond as soon as reasonably possible.

27. CHANGES TO THESE TERMS

We may update these Terms from time to time to reflect:

  • changes in law or regulation;

  • changes to our products or services;

  • changes to the operation of our website; or

  • other legitimate business requirements.

The Terms that apply to an order will normally be those in force when the contract for that order was made.

Changes will not retrospectively remove rights that you already have under an existing consumer contract.

The current version of these Terms will be displayed on this website together with the date on which it was last updated.

28. SEVERABILITY

If a court or other competent authority determines that part of these Terms is unlawful or unenforceable, the remaining provisions will continue to apply.

29. NO WAIVER

If we delay exercising a right under these Terms, that does not necessarily mean that we have waived that right.

30. GOVERNING LAW AND JURISDICTION

These Terms and any contract between you and us are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.

If you are a consumer resident in another part of the United Kingdom, you will continue to benefit from any mandatory protections provided by the law applicable to you.

Consumers may bring proceedings in the courts available to them under applicable law.

31. CONTACT INFORMATION

Southend Dog Shop is operated by:

Southend Dog Training Ltd
Company number: 12835763
VAT number: 366 9463 49

Registered office:
Suite 1
Milton Keynes Business Centre
Linford Wood
Milton Keynes
England
MK14 6GD

Telephone: 01702 746961
Email: help@southenddogtraining.co.uk

Please contact us before sending any product return, as our registered office is not necessarily our returns-processing address.

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel a contract for which you have a statutory right to cancel.

To:
Southend Dog Training Ltd trading as Southend Dog Shop
Email: help@southenddogtraining.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number: ______________________________

Goods ordered:

Ordered on: _________________________________

Received on: ________________________________

Customer name:

Customer address:

Signature: __________________________________
(only required if this form is sent on paper)

Date: _______________________________________