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Terms and Conditions

Welcome to - on this page you will find our terms and conditions. Please note that Not From The Pet Shop is owned by Lyndsay and Lyndsay Ltd.

These terms and conditions govern your use of our website and by placing an order with us, you accept these terms and conditions. Please read these terms in full before you use this website. If you do not accept these terms and conditions, please do not use this website. Your continued use of this website confirms your acceptance of these terms.


Please review our Privacy Policy before using this website for information relating to how we use data, cookies and analytics. Please review this policy regularly and note any changes.

Website Access

It is not necessary to register with us in order to use most parts of this website. However, particular areas of this website will only be accessible only if you have registered.

Use Of Website

This website may be used for your own private purposes and in accordance with these terms and conditions. You may print and download material from this website provided that you do not modify or reproduce any content without our prior written consent.

All reasonable measures are taken by us to ensure that this website is operational all day, every day. However, occasionally technical issues may result in some downtime and accordingly we will not be liable if this website is unavailable at any time. Where possible we always try to give advance warning of maintenance issues that may result in website down time but we shall not be obliged to provide such notice.

Visitor Provided Material

Any material that a visitor to this website sends or posts to this website shall be considered non-proprietary and non confidential. We shall be entitled to copy, disclose, distribute or use for such other purpose as we deem appropriate all material provided to us, with the exception of personal information, the use of which is covered under our Privacy Policy.

When using this website you shall not post or send to or from this website any material:
(a) for which you have not obtained all necessary consents;
(b) that is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;
(c) which is harmful in nature including, and without limitation, computer viruses, Trojan horses, corrupted data, or other potentially harmful software or data.

We will fully co-operate with any law enforcement authorities or court order requiring us to disclose the identity or other details of any person posting material to this website in breach of these Terms and Conditions.

Links To and From Other Websites

Throughout this pet shop website you may find links to third party websites. The provision of a link to such a website does not mean that we endorse that website. If you visit any website via a link on this website you do so at your own risk.

Any party wishing to link to this website is entitled to do so provided that the conditions below are observed:
(a) you do not seek to imply that we are endorsing the services or products of another party unless this has been agreed with us in writing;
(b) you do not misrepresent your relationship with this website; and
(c) the website from which you link to this website does not contain offensive or otherwise controversial content or, content that infringes any intellectual property rights or other rights of a third party.

By linking to this website in breach of these Terms and Conditions you shall indemnify us for any loss or damage suffered to this website as a result of such linking.


Whilst we do take all reasonable steps to make sure that the information on this website is up to date and accurate at all times we do not guarantee that all material is accurate and, or up to date. All material contained on this website is provided without any or warranty of any kind. You use the material on this website at your own discretion.

Exclusion of Liability

We do not accept liability for any loss or damage that you suffer as a result of using this website. Nothing in these terms and conditions shall exclude or limit liability for death or personal injury caused by negligence which cannot be excluded or under the law of the United Kingdom.


Your order of canine enrichment products or other items will be processed and delivered without undue delay, no later than 30 days after your order has been placed. Please allow for up to 10 working days for delivery following the dispatch of your order. Please note orders with several items may be dispatched from different locations and will arrive separately.


All customers have the right to cancel their order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations. Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. To meet the cancellation deadline, please notify us via email about cancelling the order before the cancellation period has expired - our email address is and we will reply as quickly as we can.

If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the order.We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

Once you have notified us that you wish to cancel the order, any sum debited to us will be refunded to you as soon as possible and in any event within 14 days of your cancellation.

You will not have any right to cancel an order for the supply of any of the following goods:

(a) the supply of goods that are made to the customer's specification or are clearly personalised.
(b) the supply of goods that are liable to deteriorate or expire rapidly.

In addition you will lose your right to cancel if you:

(a) unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons.
(b) unseal audio, video recordings or computer software that were sealed at the time of delivery.
(c) combine goods with other goods after delivery so that they become inseparable.

Your Purchase History

Your purchase history can be viewed by signing into your account. Please create an account when placing your first order with us.

Missing, Incomplete Or Damaged Orders

Before contacting us, please review your order by logging into your account. If your order doesn't arrive, or arrives incomplete, please bear in mind that products are sent out from multiple locations and may arrive separately. You can contact us regarding your order by emailing and we will respond as quickly as possible. If your goods arrive and are damaged, please email us using the email address provided above and we will contact you regarding our returns policy.

Returns Policy

We are unable to accept returns of personalised items, and other excluded items as provided for by law. Some items can be returned in line with your rights provided for by The Consumer Contracts Regulations, please email us on if you wish to return an item. Please note you are obliged to cover the cost of returning an item to us, unless it is faulty. The condition of returns is very important to us, please ensure you take good care of the item whilst it is in your possession.

Refund Policy

Refunds are provided as required by the The Consumer Contracts Regulations. Please note we will always offer you a credit note or exchange, but this does not affect your rights to a refund under The Consumer Contracts Regulations.

Faulty Items

The quality of our products is very important to us. If we provide you with an item which is faulty, we will remedy this as we are required to do so under the Consumer Rights Act. Please contact us upon receipt of your faulty item using our email address - so that we can commence our procedure relating to faulty items. 

Contract Creation

Please note that you placing an order with Not From The Pet Shop is not acceptance of that order by us. Not From The Pet Shop dispatching your order is confirmation that your order has been accepted by us. We reserve the right to not accept an order for any reason, which may include:


Payment  will only be accepted by this pet shop using the secure payment methods available to you when placing an order. We will not accept payments via any other method, including bank transfer, cash or cheque. 

Gift Vouchers and Credit Notes

Gift Vouchers and Credit Notes cannot be exchanged for cash. 

Promotional Discounts

We reserve the right to remove any promotional discounts without notice. This includes discount codes for canine enrichment products and other items.

Product Descriptions and Detail

We make every effort within our canine enrichment and other product descriptions to accurately describe colours, dimensions and key features of our products. At the time of publishing, all information and pricing was understood by Not From The Pet Shop to be accurate. We have made every effort to ensure that colours are accurately represented, however please bear in mind that your browser may display colours differently to the product's actual colour. We make every effort to keep our website as up to date as possible. However, prices are not confirmed until we accept an order in line with our Terms and Conditions. Please email if you have any questions regarding products.

Law and Jurisdiction

These terms and conditions are governed by Manx law. Any dispute arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the Courts of the Isle of Man.