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Terms & Conditions

Conditions of Use & Sale


Welcome to (the “Website”). This Website is owned and operated by Kokoba Ltd, trading as Pet Supermarket, a company registered in England and Wales under company number 06060026 having its registered office at 15-19 Baker's Row, London, EC1R3DG (“Pet Supermarket”, “we” or “us”). Our VAT number is GB912036955.

Pet Supermarket provides access to the Website and we sell our products to you subject to the conditions set out on this page. For the purposes of these terms "products" shall mean any products agreed to be supplied by us to you in accordance with the terms and conditions set out on this Website.

Please read these conditions carefully before using the Website. By accessing and using this Website you signify your agreement to be bound by these conditions and any other terms or notices set out on this Website. You should print a copy of these terms for future reference. We amend these terms from time to time as set out in clause 20. Every time you wish to order products from our site, please check these terms to ensure you understand the terms that will apply at that time.

Your use of this Website is subject to our conditions of use, set out in Part 1 here, and any purchase of products from our Website shall be governed by our conditions of sale, set out in Part 2 here.

We may transfer our rights and obligations under these terms to another organisation, including other members of the Paws group of companies (which includes any holding company from time to time of Kokoba Limited, and any subsidiary from time to time of a holding company of Kokoba Limited (“Paws Group”)). We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer you may contact us to end a contract for the purchase of products within 7 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.

Part 1: Conditions Relating to Your Use of the Website 

1. Your Account

If you use the Website, you are responsible for maintaining the confidentiality of your account, password and any other user identification, and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and you should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner. Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering. You can access and update the information you provided us with in the My Account area of the Website. Pet Supermarket reserves the right to refuse access to the Website, terminate accounts, disable any user identification code or password, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you. You may not sign up for more than one account with Pet Supermarket per person. For this purpose we reserve the right to cross reference the names and addresses of new members with our existing customer database. We reserve the right to close your account or the account of your referee or to cancel any order where we suspect at our sole discretion that you have opened multiple accounts to assist prescription fraud, to take advantage of the referral program or of discount codes limited to one use per person.

2. Privacy and Security

Please refer to our Privacy Policy and Cookie Policy.

3. Access to

We will do our utmost to ensure that availability of the Website will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Also, your access to the Website may occasionally be suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.

We reserve the right to withdraw our Website for business and operations reasons at any time. We will try to give you reasonable notice of any withdrawal. 

4. Restriction on Use

Pet Supermarket grants you access to this Website for your personal use but you are not authorised to download (other than page caching) or modify it, or any portion of it, except with the express written consent of Pet Supermarket. You may not resale or make any commercial use of this Website or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this Website or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools.

This Website or any portion of this Website may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent.

You may not frame or use framing techniques to enclose any trade mark, logo, or other proprietary information (including images, text, page layout, or form) of this Website without our express written consent.

You also may not create and/or publish your own database that features substantial (e.g. our prices and product listings) parts of this Website without Pet Supermarket’s express written consent.

You must not use the Website in any way that causes, or is likely to cause, the Website or access to it to be interrupted, damaged or impaired in any way.

 You must not establish a link to our Website in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

5. Your conduct

You may only purchase products from our Website if you are at least 18 years old.

You must not use the Website for any of the following:

    • for fraudulent purposes, or in connection with a criminal offence or other unlawful activity, in the UK or any other country in the world;
    • to send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory, obscene or menacing; or in breach of copyright, trademark, confidence, privacy or any other right; or is otherwise injurious to third parties; or objectionable; or which consists of or contains software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any "spam";
    • for any purpose which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious or harmful data);
    • for any purpose for which you have not obtained all necessary licences and/or approvals;
    • to cause annoyance, inconvenience or needless anxiety.

6. Reviews, comments, communications and other content

Users of this Website may post reviews, comments and other content; send communications; and submit suggestions, ideas, comments, questions, or other information, as long as the content is not illegal, obscene, abusive, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties, or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of "spam." You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of any content. Pet Supermarket reserves the right (but not the obligation) to remove or edit any content.

If you do post content or submit material, and unless we indicate otherwise, you:

      1. grant Pet Supermarket the non-exclusive, royalty-free and fully sublicensable rights to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media; and
      2. grant Pet Supermarket and sublicensees the right to use the name that you submit in connection with such content, if they choose; and
      3. agree that the rights you grant above are irrevocable during the entire period of protection of your intellectual property rights associated with such content and material. You agree to waive your right to be identified as the author of such content and your right to object to derogatory treatment of such content. You agree to perform all further acts necessary to perfect any of the above rights granted by you to Pet Supermarket, including the execution of deeds and documents, at the request of Pet Supermarket; and
      4. represent and warrant that you own or otherwise control all of the rights to the content that you post; that, as at the date that the content or material is submitted to Pet Supermarket: (i) the content and material is accurate; (ii) use of the content and material you supply does not breach any applicable Pet Supermarket policies or guidelines and will not cause injury to any person or entity (including that the content or material is not defamatory). You agree to indemnify Pet Supermarket for all claims brought by a third party against Pet Supermarket arising out of or in connection with a breach of any of these warranties; and
      5. recognise that the views expressed by other users on our Website do not represent our views or values.

7. Copyright, Trademarks and Other Proprietary Rights

All the content of this Website, including but not limited to the text, graphics, logos, button icons, images, and software, is protected by copyright, trademarks and/or other intellectual property or proprietary rights owned by or licensed to Pet Supermarket. Except as expressly provided herein, nothing in this Website should be considered as granting any license or right under any copyright, trademark or other intellectual property rights of Pet Supermarket or any third party. You may not use any Pet Supermarket logo or other proprietary graphic or trademark, whether owned by Pet Supermarket or licensed to Pet Supermarket, without our express written consent.

Further, you may not systematically extract and/or re-utilise parts of the contents of the Website without Pet Supermarket’s express written consent. In particular, you may not utilise any data mining, robots, or similar data gathering and extraction tools to extract (whether once or many times) for re-utilisation of any substantial parts of this Website, without Pet Supermarket’s express written consent.

The following EU and UK registered trade marks are owned or licensed by us:

·       “Pet Supermarket” logos, registered with trade mark registration numbers UK00002510510A, UK0002510510B and 008144628.

·       “Paws” logos, registered with trade mark registration numbers 017872198 and 017871419.

 You are not permitted to use any of these trade marks without our prior approval. All rights are reserved.

Part 2: Conditions Relating to the Sale of Products to You 

This part 2 deals with conditions relating to the sale of products by Pet Supermarket to you.

8. Our contract

Our contract will be on these terms and conditions to the exclusion of all other terms and conditions (including any terms and conditions which you purport to apply under any purchase order, confirmation email, specification or other document or transmission).

Pet Supermarket will endeavour to ensure that the supply of products through our Website complies with the relevant laws on veterinary medicines, as amended from time to time.

When you place an order to purchase a product from Pet Supermarket, we will send you an e-mail acknowledging your order and containing the details of your order. However, please note this does not mean that your order has been accepted.

Your order represents an offer to us to purchase a product which is accepted by us when we send e-mail confirmation to you that we've dispatched that product to you (the “Order has been shipped” Confirmation E-mail). That acceptance will be complete and the contract between us will only be formed at the time we send the “Order has been shipped” Confirmation E-mail to you. Any products on the same order which we have not confirmed in a “Order has been shipped” Confirmation E-mail to have been dispatched do not form part of that contract.

 If we are unable to supply you with a product, for example because that product is no longer in stock or no longer available because of an error on our Website (including without limitation an error regarding the price or the nature of the product you ordered) we will inform you by email and will not process your order. If you have already paid for the products, we will refund you the full amount as soon as possible.

We reserve the right to cancel orders at any time where we reasonably suspect that you have not acted wholly in accordance with these terms and conditions

9. Your Responsibilities

In order for us to ascertain the suitability of sending veterinary products to you, we will require you to supply key information (such as species, breed, age and weight) on the animal/patient concerned. It is vital that all information you supply to us is complete and accurate in all respects because we will, in good faith, rely entirely on the key information you provided in order to ensure that we provide the correct and appropriate (if at all) medication to your animal.

Any false or inaccurate information you supply to us could result in certain products being prescribed to your animal that are unsuitable or inappropriate for the intended use you have specified to us. Therefore, you hereby undertake at all times to provide true, complete and accurate information to us when ordering any veterinary products from us. You hereby acknowledge that we shall have no liability or responsibility for any direct or indirect loss or damage that may result to you, your animal or a third party incurred as a result of our reliance on false or inaccurate information supplied by you or on your behalf.

Prior to the purchase of products, it is important that you are satisfied regarding the following matters: the appropriateness of particular products, correct use, storage, handling, waste disposal and correct administration of products.

In order for you to be satisfied regarding the matters set out above in respect of veterinary medicinal products, we ask that you read the data sheet(s) that apply to the veterinary medicinal products that you intend to purchase at you can find in the Product Information Database of Veterinary Medicines Directory’s website (VMD) (a link to which will be available on the product page), prior to confirming and proceeding with purchase of veterinary medicinal products.

Please note that we will use reasonable endeavours to ensure that every veterinary medicinal product supplied by us will be accompanied by an applicable datasheet.

If you wish to obtain advice or have any queries regarding any of the products supplied by us on this Website prior to the purchase of those products including without limitation, if having read the relevant information in the applicable data sheet(s), you still have a query or wish to obtain further advice regarding any veterinary medicinal products, we strongly encourage you to contact our pharmacist, vet or SQP. You can contact our pharmacist, vet or SQP and ask questions by using the contact details set out in the Contact Us section of the Website.

Resale of any medicine products purchased on our Website is strictly prohibited.

10. Returns

We understand that on occasion you want to return an item you purchased from us. We are striving to make this process quick and convenient for you.

For more information on returns or to request a return / refund, call us on 020 8089 3884 or email [email protected]


Unfortunately, due to regulatory law, we cannot accept the return of any medication including flea and worming treatments. If you return such a medication to us, we can dispose of this for you but are not authorised to resell this. If an order containing medicinal products is faulty, we will accept returns within 30 days of the order date.

Other Products

If for any reason you are not satisfied with any product you purchased from us, you can return by notifying us within 14 calendar days of receipt. The product must be returned within 14 calendar days of your notification to us in its original packaging, unopened and in condition for resale.

You can use the model instructions for cancellation found here

We only accept returns of products that have been purchased through our Website.

If the product arrives in bad condition, or if for some reason the return is the result of an error on our part, we will resend or refund the product (in our sole discretion) within 14 days of the order date.

Any return that does not meet the above conditions may not be refunded or replaced.

Unless the product is faulty or not as described, you will be responsible for the cost of returning the products to us. If we have agreed to collect the products from you, we will charge you the cost to us of collection. If the product is faulty, please contact the product’s manufacturer directly within their stated warranty period.

If you cancel your contract we will:

  1. refund you the price you paid for the products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop;
  2. refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer standard delivery at one cost but you chose to have premium delivery at a higher cost, then we will only refund what you would have paid for the cheaper delivery option; and
  3. make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
    1. if you have received the product and we have not offered to collect it from you: 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us; or
    2. if you have not received the product or have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract.

11. Delivery

If for any reason you do not accept delivery of any of the products or Pet Supermarket is unable to deliver the products on time because you have not provided the appropriate instructions, Pet Supermarket may attempt to deliver the product again in which case you will be liable for all reasonable related costs and expenses. 

If you do not accept delivery of any of the products because you have cancelled the contract pursuant to Clause 10 above you will receive a refund or credit for any sum that has been paid by you in accordance with Clause 10.

The products will be under your risk and responsibility from completion of delivery.

However, you will only own the products once we have received payment in full, including all applicable delivery charges.

 Please note that some couriers may leave the products with a neighbour, or in a place on your property which they consider to be a ‘safe place’ if you are not in.

12. Price and Payment

Price shown will be inclusive of VAT but exclusive of delivery costs.

The prices of the products will be as quoted from time to time on our Website, subject to clause 13 below.

Any offer pricing, promotional pricing or other discount prices shall apply in a limited way, only as described on the relevant product pages on our Website and subject always to such additional terms and conditions as we may specify.

Unless otherwise expressly stated by us, any discount codes may be used only in relation to a single order and shall not apply to subsequent orders, including recurring orders.

Payment for the products is due immediately upon the placing of your order. To place an order, you will be directed to the checkout page. Should you wish to place an order online, you will be required to complete an order form and pay by credit/debit card. Alternatively, you can order products by contacting Pet Supermarket by telephone. By placing an order by telephone you are agreeing to be bound by these terms.

No payment shall be deemed to have been received and no delivery will take place until Pet Supermarket receives cleared funds.

'RRP' means the resale price of a product recommended by the manufacturer or supplier.
Pet Supermarket only specify the product RRP where this has been disclosed by the manufacturer or supplier.

13. Pricing and availability

If an item is not available at the time of ordering, this will be mentioned as “out of stock” on the product information page. As we process your order, we will inform you by e-mail if any products you order turn out to be unavailable. Please note that dispatch estimates are just that. They are not guaranteed dispatch times and should not be relied upon as such.

Despite our efforts, a small number of the products in our catalogue are mispriced. Rest assured, however, that we verify prices as part of our dispatch procedures. If a product's correct price is lower than our stated price, we charge the lower amount and send you the product. If a product's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before dispatch or cancel your order and notify you of such cancellation.

14. Product quality

We are under a legal duty to supply goods to you that are in conformity with the contract between us.

The images of the products on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflects the colour of the products. Your products may vary slightly from those images.

All veterinary medicines on our Website are sourced from UK veterinary wholesalers and dispensed by qualified and registered UK veterinarians/pharmacists.

Pet Supermarket will endeavour to deliver products that are not due to expire within a reasonable period of time of the date of delivery. That said, please note that veterinary products are in their nature liable to deteriorate or expire rapidly. We therefore strongly recommend that you check the expiration date on the manufacturer packaging of the product delivered to you and make sure that it is used within the time frame.

It is your responsibility to store, use and maintain the products as outlined in the manufacturer datasheet/written instructions.

If you discover a defect in the product as a result of damage in transit, you are obliged to give us written notice of the defect within two business days of the time you discovered or ought to have discovered the defect. In such a case, Pet Supermarket will request the product to be returned for examination. If the product is deemed defective as a result of transit, Pet Supermarket will provide you with the same product or a refund.

 Pet Supermarket will not incur any responsibility if you fail to store the products appropriately, use them after their expiry date or use a product damaged in transit without having informed Pet Supermarket.

 15. Customs

When ordering goods from Pet Supermarket for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information.

Additionally, please note that when ordering medicinal products from Pet Supermarket, you are considered the importer of medicine and must comply with all laws and regulations of the country in which you are receiving the goods.

Pet Supermarket makes no representation that any products referred on this Website are appropriate for use or available in other locations. Those who choose to access this Website from outside of the European Union or the EEA are responsible for compliance with local laws if and to the extent local laws are applicable.

 Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers and customers dispatching products internationally to be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

16. Links to Other Websites

Pet Supermarket has provided links on this Website to other sites for information purposes only and such links do not constitute an endorsement by Pet Supermarket of the content, materials and/or any offer or offerings placed or referred to on such other websites or as a warranty that such websites will be free of viruses or other such items of a destructive nature. Pet Supermarket has no control whatsoever as regards the content of such websites and does therefore not assume any responsibility or liability for the actions, products, and content of any of these and any other third-parties. You should carefully review their privacy statements and other conditions of use. If you decide to access any third party websites linked to this Website and rely on any information collected in such websites, you do so entirely at your own risk.

17. Electronic communications

When you visit Pet Supermarket or send e-mails to us, you are communicating with us electronically. We communicate with you by e-mail or by posting notices on the Website. For contractual purposes, you consent to receive communications from us electronically and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

18. Our Liability

Although Pet Supermarket endeavours to ensure the accuracy of the content placed on this Website, Pet Supermarket does not warrant or guarantee its accuracy or correctness or that of any other content or materials referred to in or made available by means of this Website. The material on this Website may be out of date, and we make no commitment to update such material. The material on this Website is provided "as is", without any conditions, warranties or other terms of any kind. In addition, Pet Supermarket does not warrant or guarantee that the Website and its operation, its content or the services that make it available are virus free or free of other harmful components, or that your use of this Website and its content will be uninterrupted.

In no event shall Pet Supermarket be liable for any damages (including loss of profits, income or revenue, contracts, anticipated savings, data, business, goodwill or wasted expenditure), including without limitation, direct or indirect, special, incidental, or consequential damages, losses or expenses arising in connection with this Website, any of its content, any web browser or the use thereof or inability or use by any party, or in connection with any failure of performance, error, omission, interruption, defect, delay in operation or transmission, computer virus or line or system failure, even if Pet Supermarket or its representatives are advised of the possibility of such damages, losses or expenses, whether caused by negligence or otherwise.

Pet Supermarket’s liability in contract shall only cover losses that are a reasonably foreseeable and direct consequence of the breach of contract. Pet Supermarket’s total liability in contract (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance of the contract shall not exceed three times the amount paid for the products under the relevant contract. Pet Supermarket shall not be liable for any indirect, special, incidental or consequential damages, losses or expenses arising out of or in connection with the contract.

To the extent permitted by applicable law, Pet Supermarket expressly excludes all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law or equity.

 Nothing in these conditions affects in any way our liability by law for death or personal injury caused from our negligence or breach of duty or caused by our gross negligence, wilful misconduct or fraudulent misrepresentation.

19. Indemnification

You hereby agree to indemnify and hold us fully indemnified as well as indemnify all companies within the Paws Group for any losses, costs, actions, proceedings, claims, damages, expenses (including reasonable legal costs and expenses), or liabilities, whatsoever suffered or incurred directly by us or companies within the Paws Group as a consequence of your breach or non-observance of these conditions or the contract, your improper use of this Website or in relation to any claim which may be brought against us or any company within the Paws Group by a third party in relation to your use of the Website.

20. Alteration of Service or Amendments to the Conditions

We reserve the right to make changes to our Website, policies, and these Conditions of Use & Sale at any time by updating the relevant posting on our Website. You will be subject to the policies and Conditions of Use & Sale in force at the time that you use the Website or that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you).

21. Events beyond our reasonable control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.

22. Waiver

If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.

23. Severability

 If any of these terms and conditions is deemed to be invalid, void or unenforceable for any reason, that condition shall be deemed severable and the remaining terms and conditions shall not be affected by such invalidity or unenforceability and shall remain in full force and effect.

24. Complaints

If you have any queries, comments or complaints with respect to the contract, the Website or any products, please contact us immediately by e-mail at [email protected] or phone at 020 8089 3884. You can also write to us at the following address:

Kokoba Limited,
15-19 Baker's Row,

25. Governing law and jurisdiction

These conditions, your use and access to the Website and any contract brought into existence as a result of usage of this Website are governed by and construed in accordance with the laws of England and Wales, and the application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. Any disputes arising in connection thereto shall be subject to the jurisdiction of the English Courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Northern Irish or the English Courts.

Repeat Orders - Terms and Conditions (‘Repeat Order Terms’)

These terms and conditions govern the relationship between us and the customer (‘you’, ‘your’) in respect of your repeat orders, in addition to our usual Terms and Conditions, Privacy Notice and any other legal terms on our website.  By placing a repeat order, you are agreeing to these terms.

In the event of a conflict between these Repeat Order Terms, and any other of our terms, these Repeat Order Terms will prevail.

Setting up Your Repeat Orders

Repeat orders are available on products where indicated on the product page. You will be able to set up your repeat order on the cart or checkout page, selecting how often you would like to receive your repeat product (from 1 week to 1 year).

If you set up multiple repeat orders on the same day, at the same frequency, we may group these into one repeat order. If the orders have different delivery options, the cheapest delivery option selected will automatically be applied to the grouped order.

Your subscription will continue until cancelled in the manner set out below.

Each repeat order is a separate contract by law. The contract is concluded when your order is dispatched and you are sent confirmation of dispatch.

Price of the Products

For your first order, the price of the products will be the price displayed on the Website at the time you place the order.

For subsequent recurring deliveries, the applicable price will be the price of the product at the time payment is taken (approximately 5 days after you are emailed to remind you about your order (“Reminder Email”)).

You may select express delivery for your first order. For subsequent repeat orders the same delivery method will automatically be selected. Delivery charges for repeat orders are calculated based on the delivery thresholds stated on the Website.

 Any discount codes or specific promotions applied to your first order may not apply to subsequent recurring orders.

Order Process

After your first order, the repeat order will be automatically placed at your selected interval, using the same payment method used to set up the recurring order. You will be sent a Reminder Email 5 days before payment is taken to confirm that the order is being placed at which stage you will have the following options:

  • Do nothing and receive your order as specified in the email;
  • Amend frequency of order;
  • Edit quantity of ordered products; or
  • Cancel your repeat orders altogether.

These actions can be performed up to 5 days after your Reminder Email within your customer account area.

Your payment will be taken 5 days after your Reminder Email, and dispatch usually occurs 2-3 days after payment (depending on the delivery option selected on your first order).

If you card is nearing expiry, expired, or otherwise fails to process, the order will fail to go through and we will try to contact you. Similarly, if your order fails for any other reason (for example the product is out of stock or your address is not recognised) our customer contact centre will get in touch.

Repeat orders may be returned in accordance with our usual returns policy.

Cancellation or Changes

You can make changes to your subscription as per the bullet points above at any time in your customer account online.

You can cancel your recurring order at any time via the Website or by contacting our customer care team on 020 8089 3884. Please be aware, it may not be possible to cancel your recurring order once payment has been taken (although customer care will do their best to help you if you phone them!)

Please note we may cancel your recurring order for any reason in our sole discretion, including if the ordered product is discontinued.

Alteration of Service or Amendments to the Repeat Order Terms

We reserve the right to alter, suspend or terminate the repeat orders scheme at any time by updating the relevant page on our Website.

We also reserve the right to amend these Repeat Order Terms at any time by updating this page. You will be subject to the Repeat Order Terms in force at the time that each order is placed.


These Conditions of Use & Sale were last modified on 30/11/2021

Pet Supermarket Privacy Notice

Pet Supermarket (“Pet Supermarket”, “us” or “we”) knows that you care how information about you is used and shared and we appreciate your trust in us to do that carefully and sensibly. This notice describes the information gathering and dissemination practice for this website.

By visiting, you are accepting and consenting to the practices described in this Privacy Notice.

Controller of Personal Information
Pet Supermarket is the trading name for Kokoba Ltd, a company registered in England & Wales (company number: 06060026) whose registered office is at 15-19 Baker's Row, London, EC1R3DG.

Any personal information provided to or gathered by Pet Supermarket is controlled and processed by or on behalf of Pet Supermarket.

This website is operated and controlled by Kokoba Ltd, who is the data controller for the purposes of the UK Data Protection Act 1998.

What Personal Information About Customers Does Pet Supermarket Gather?
The information we learn from customers helps us personalise and continually improve your shopping experience at We use the information to handle orders, deliver products and services, process payments, communicate with you about orders, products, services and promotional offers, update our records and generally maintain your account with us and recommend products and services that might be of interest to you. We also use this information to improve our store and platform, prevent or detect fraud or abuses of our website and enable third parties to carry out technical, logistical or other functions on our behalf.

Here are the types of information we gather:

Information You Give Us: You provide such information when you search, buy, post, participate in a questionnaire or communicate with our customer care team. For example, you provide information when you: search for a product; place an order through; provide information in your account (and you might have more than one if you have used more than one e-mail address when shopping with us); communicate with us by phone, e-mail or otherwise; complete a questionnaire. As a result of those actions, you might supply us with such information as: your name; address and phone number; credit card information; your pet’s name, age and weight; people to whom purchases have been shipped (including addresses and phone numbers); content of reviews and e-mails to us; and financial information.

Automatic Information: Examples of the information we collect and analyse include: the Internet Protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information such as browser type and version; operating system and platform; purchase history, which we sometimes aggregate with similar information from other customers to create features; the full Uniform Resource Locators (URL) clickstream to, through and from our website (including date and time); cookie number; products you viewed or searched for; any phone number used to call our customer service number. We may also use browser data such as cookies, Flash cookies (also known as Flash Local Shared Objects), or similar data on certain parts of our website for fraud prevention and other purposes. During some visits we may use software tools such as JavaScript to measure and collect session information, including page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page.

Information from Other Sources: Examples of information we receive from other sources include: updated delivery and address information from our carriers or other third parties, which we use to correct our records and deliver your next purchase or communicate more easily; account information, purchase or redemption information and page-view information from some merchants with which we operate co-branded businesses or for which we provide technical, fulfilment, advertising or other services; search term and search result information; and credit history information from credit reference agencies, which we use to help prevent and detect fraud and to offer certain credit or financial services to some customers.

What about Cookies?

Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. For detailed information on the cookies we use and the purposes for which we use them see our Cookie Policy.

You can also find out more about cookies at

Does Pet Supermarket Share the Information it Receives?

Information about our customers is an important part of our business and we are not in the business of selling it to others. Pet Supermarket shares customer information only as described below.

Third Party Service Providers: We employ other companies and individuals to perform functions on our behalf. Examples include fulfilling orders, delivering packages, sending postal mail and e-mail, removing repetitive information from customer lists, analysing data, providing marketing assistance, providing search results and links (including paid listings and links), processing credit card payments and providing customer service. They have access to personal information needed to perform their functions, but may not use it for other purposes. Further, they must process the personal information in accordance with this Privacy Notice and as permitted by the UK’s Data Protection Act 1998.

Promotional Offers: Sometimes we send offers to selected groups of Pet Supermarket customers on behalf of other businesses. When we do this, the other business will not contact you directly and we will only share your personal data to the extent (if at all) required to share these promotions with you.

Business Transfers: As we continue to develop our business, we might sell or buy stores, subsidiaries or business units. In such transactions, customer information is generally one of the transferred business assets but remains subject to the promises made in any pre-existing Privacy Notice (unless, of course, the customer consents otherwise). Also, in the unlikely event that Kokoba Ltd or substantially all of its assets are acquired, customer information will of course be one of the transferred assets. In addition, Pet Supermarket may disclose customer information to its subsidiaries or other affiliated entities. In any of these cases you accept and consent that Pet Supermarket assign, transfer, and/or share your personal information for purposes of continuing to provide its services according to the terms of this Privacy Notice.

Protection of Pet Supermarket and Others: We release account and other personal information when we believe release is appropriate to comply with the law; enforce or apply our Conditions of Use & Sale and other agreements; or protect the rights, property or safety of Pet Supermarket, our users or others. This includes providing information to our regulators and releasing information for the purposes of complying with relevant veterinary medicines regulations, guidance and any other rules or notes, as amended from time to time. This also includes exchanging information with other companies and organisations for fraud protection and credit risk reduction. Obviously, however, this does not include selling, renting, sharing or otherwise disclosing personally identifiable information from customers for commercial purposes in a way that is contrary to the commitments made in this Privacy Notice.

With your consent: other than as set out above, you will receive notice when information about you might go to third parties and you will have an opportunity to choose not to share the information.

Whenever we transfer personal information to countries outside of the European Economic Area in the course of sharing information as set out above, we will ensure that the information is transferred in accordance with this Privacy Notice and as permitted by the applicable laws on data protection.

Is my Information Protected?

Pet Supermarket has implemented security policies, rules and technical measures to protect your personal data from unauthorised access or modification, improper use or disclosure, unlawful destruction or accidental loss.

We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.

We do not reveal your credit card number when confirming an order, nor do we store or log your entire credit card number. Of course, we transmit the entire credit card number to the appropriate credit card company the first time a card is added. This generates a ‘token’ (which we store, together with the last 3 digits of your card number) in order to process subsequent orders.

We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you. It is important for you to protect against unauthorised access to your password and to your computer. Be sure to sign off when you finish using a shared computer.

All our employees and data processors, who have access to, and are associated with the processing of personally identifiable customer information are obliged to respect the confidentiality of our customers.

We will ensure that your personal data will not be disclosed to state institutions and authorities without your consent except if we are required to do so in order to comply with any legal obligation, to prevent or detect crime, or catch and prosecute a suspect, or pursuant to a subpoena or any other law enforcement procedure or investigation.

What About Third-Party Advertisers and Links to Other Websites?
Our site may include third-party advertising and links to other websites. We do not provide any personally identifiable customer information to these advertisers or third-party websites.

These third-party websites and advertisers, or Internet advertising companies working on their behalf, sometimes use technology to send (or "serve") the advertisements that appear on our website directly to your browser. They automatically receive your IP address when this happens. They may also use cookies, JavaScript, web beacons (also known as action tags or single-pixel gifs), and other technologies to measure the effectiveness of their ads and to personalise advertising content. We do not have access to or control over cookies or other features that they may use, and the information practices of these advertisers and third-party websites are not covered by this Privacy Notice. Please contact them directly for more information about their privacy practices.

Accessing and Changing Your Information

Pet Supermarket gives you access to a broad range of information about your account and your interactions with Pet Supermarket for the limited purpose of viewing and, in certain cases, updating that information. This list will change as our website evolves.
You can request access to the information that we hold about you and correct or update any such information which would not be accurate. Some information may be accessed simply by logging onto your account. Examples of information you can access easily online include: up-to-date information regarding recent orders; personally identifiable information (including name, e-mail, and password). For accessing any other information not available in your account, you may contact us at [email protected]

Data Retention

We will retain the personal information we collect from you in accordance with our data retention policy as set out below.

You can close your account through the website or by contacting our customer service team. If you close your Pet Supermarket account, we will mark your account in our database as “closed”, but will keep some of your account information in our database for up to 10 years, after which time it will be deleted irretrievably. This is necessary in order to deter fraud, by ensuring that persons who try to commit fraud will not be able to avoid detection simply by closing their account and opening a new one. We will also retain your prescription order history. We are required to keep this information for at least five years by our regulators. However, if you close your account, your personally identifiable information will be put beyond use. This means that it will not be used by us for any further purposes, nor sold or shared with third parties, except as necessary to prevent fraud and assist law enforcement, as required by law.
Your account and all your personal information will be deleted if there is no activity on your account for 12 years.

What Choices Do I Have?

As discussed above, you can always choose not to provide information, even though it might be needed to make a purchase or to take advantage of certain Pet Supermarket features.

You can add or update certain information on the Your Account page. When you update information, we usually keep a copy of the previous version for our records.

You have the opportunity to opt-out of receiving commercial e-mail from us. If you block or otherwise reject our cookies, you will not be able to add items to your Shopping Cart, proceed to Checkout, or use any Pet Supermarket products and services that require you to Sign in.

Are Children Allowed to Use Pet Supermarket?
Pet Supermarket does not sell products for purchase by children. If you are under 18, you may use only with the involvement of a parent or guardian.

Notices and Revisions

If you have any concern about privacy at Pet Supermarket, please email us a thorough description and we will try to resolve the issue for you.
Our business changes constantly and our Privacy Notice and the Conditions of Use and Sale might also change based on your comments or in order to adapt them to our practices. Any changes we may make to our Privacy Notice in the future will be posted on this page. We may e-mail periodic reminders of our notices and conditions but you should check our website frequently to see recent changes. Unless stated otherwise, our current Privacy Notice applies to all information that we have about you and your account. We stand behind the promises we make, however, and will never materially change our policies and practices to make them less protective of customer information collected in the past without the consent of affected customers.


Referral Scheme Terms and Conditions

These terms are effective from 27/08/2019

1. General

1.1. The Pet Supermarket Referral Scheme is operated and managed by Mention Me Ltd, company no. 08382730 and registered office at 20-22 Wenlock Road, London, N1 7GU on behalf of us, Kokoba Ltd (t/a Pet Supermarket), company no 06060026 and registered office at 15-19 Baker’s Row, London EC1R 3DG (We, our or us).

1.2. We reserve the right to amend or withdraw this scheme, or any part of it, at any time.

1.3. You will be offered a £5 promo code (Reward Credit) for each friend referred by you who places an order for the first time with a minimum spend of £39. This will be sent to you in the form of a discount code by email.

1.4. Your friend will also receive 10% of their first order (again, with a £39 minimum spend).

1.5. If you friend returns their order, your Reward Credit will be cancelled. However, your friend can request another referral code.

1.6. You can only use one Referral Credit per order.

1.7. If you close your customer account with us, or your account is otherwise terminated, you will lose any unused Reward Credit or other benefits.

1.8. The scheme only applies to customers based in the UK and is for personal use only. Any use or transaction we consider to be commercial activity will be deemed an abuse of this scheme.

1.9. We can take any action we consider appropriate, including terminating your account and accrued Reward Credit if we have reason to believe you are abusing the scheme.

1.10. These terms and conditions may be amended at any time and will be valid from the date posted on our website or otherwise made available to customers.

2. Data Protection Any data you provide to us in the course of the referral scheme will be used and stored in accordance with our Privacy Policy, which can be found here. Please note that Mention Me acts as a data processor in accordance with our privacy notice. Some personal data will be shared with Mention Me, pursuant to our data processing agreement, in order to administer this scheme.


These Conditions of Use & Sale were last modified on 27/08/2019.

Want Further Information?

This Privacy Notice is compliant with the Data Protection Act 1998 and the Privacy and Electronic Communications Regulations 2003.
If you have any concerns or questions in relation to your privacy please e-mail us at [email protected] or call us at 020 8089 3884. You can also write to us at the following address:


Pet Supermarket,
15-19 Baker's Row,

If you are not satisfied with our response to your concern, you may wish to contact the Information Commissioner’s Office which is an independent data protection supervisory authority at