Terms and Conditions

Best Friends Petfoods will not be liable under this contract for any loss or damage caused by us or our employees or agents in circumstances where:-

  • there is no breach of a legal duty of care owed to you by us or by any of our employees or agents
  • such loss or damage is not a reasonably foreseeable result of any such breach
  • any increase in loss or damage resulting from breach by you of any term of this contract

Although we endeavour to keep the site virus free, it is also your responsibility to ensure you have adequate virus protection in place when using the internet. Best Friends Petfoods liability shall not in any event include losses related to any business of the Customer such as lost data, lost profits or business interruption. We reserve the right to amend these Terms & Conditions from time to time without notice and at our discretion. It is your responsibility periodically to review this page for updates to these Terms & Conditions, which shall come into effect once posted. Your continued use of the Site will be deemed acceptance of these Terms & Conditions, including our Privacy Statement.

All content on this website, whether images, photographs or written content are copyright of Best Friends Petfoods and may not be copied or reproduced without our prior written consent.

Conditions of Use & Sale

Please read these conditions carefully before using our website. By using this website or making a purchase either electronically via this website, or by phone or fax, or in person at our premises, you agree to be bound by these terms and conditions. Nothing in these Terms & Conditions affects your Statutory Rights.


The placing of an order with us is an offer to us to purchase a product (or products) which is only accepted by us at the point of payment. Any goods on the same order which are not charged for do not form part of that contract. Point of payment is defined as the authorisation by our Card Company of payment by Credit or Debit Card, notified cleared funds in our bank account if payment was by cheque, bankers draft, postal orders or other monetary note, or direct money transfers. By ordering goods from us, you will be deemed to have accepted that these Terms and Conditions take precedence over all other either submitted by you or implied by business/trade custom, practise or course of dealing, unless expressly agreed to in writing or by electronic means and authorised by the company. We will make every effort to complete the delivery on time but we cannot be held responsible for delays. In the case of delays due to weather or other circumstances beyond our control we will deliver as soon as reasonably possible.

Law & Jurisdiction

The use of this website, the purchase of any goods, and these Terms and Conditions shall be governed by and construed in accordance with the laws of England and any disputes will be decided only by English courts

Accuracy of Information

Best Friends Petfoods makes every effort to ensure that all information on this site is up to date, current and correct. If we become aware of inaccuracies on the site we will make the necessary alteration as soon as reasonably possible.


Prices shown are inclusive of VAT at Standard Rate where applicable. Best Friends Petfoods guarantees that the prices shown at the time of ordering are always the current prices, and are the prices you will pay, even if an item is out of stock and has to be back-ordered for you.

Making a Purchase

Making a purchase could not be easier.  Browse our online store and add any products that you wish to buy into the shopping cart.  After you have finished adding products, click on "Checkout" and you will be asked to provide a few details that we need to be able to complete your order.


We accept payment via PayPal or credit and debit card via PayPal (you do not have to be registered to use this service to pay by credit or debit card).  We use PayPal for your security and ours.  If you wish to pay by cheque this must be received and funds cleared before your order is released (please allow up to 10 days if this method is used) and you will need to contact us by phone/email to place your order.

Credit cards and debit cards are debited before items are shipped but we do not receive the payment into our bank until 3-5 working days after payment


We will normally process and dispatch your order within two to three working days of order placement, subject to stock availability. Actual delivery times after dispatch will depend on our carrier Business Post, and delivery address. Typically: Mainland UK deliveries take 2-5 working days. Highlands & Islands of Scotland, may take one or two days longer. We do not currently deliver to the Channel Islands and Isle of Man or Scottish Islands.

Delivery is only carried out between Monday to Friday.

Free Samples

We do not issue free samples as it is not a fair judgement to tell whether a pet will eat a whole bag of food based upon a 100g sample.

Additional Charges

Some orders are subject to additional charges for handling, packing and delivery. These are calculated and displayed during the ordering process. We reserve the right to alter these displayed charges after order completion in the event of an incorrect country or area selection by the customer. All charges are based on the weight of the goods and the final destination. If you wish to find out the charges, which would apply to particular goods to a specific destination, then add these items to your shopping basket and complete the online order form. You will be shown the final carriage charges for your destination prior to having to enter any payment details. Mainland UK is Free Delivery. Highlands of Scotland charge for parcel weights up to 30kg would be £3.99.

Change of Delivery Address

Due to extra charges levied upon us by the carriers, we regret that once dispatched, we are unable to alter the delivery address without the payment of an additional carriage surcharge prior to such alteration. In the event that any parcel is undeliverable due to no-one being available at the delivery address, and that parcel is returned to us, we reserve the right to deduct the original carriage charge from any refund, or to charge additional carriage if we have to resend the same parcel to either the original address or to a new address.

Goods Left Without Signature

Should you wish your goods to be delivered by our carriers and left without any signature, you can tell us during ordering or anytime prior to dispatch. However, these goods will be left totally and entirely at your own risk, and we will not be responsible for any loss or damage (under any circumstances) where your instructions have been followed and successful delivery as stated by our carriers will be deemed to be completion of contract.

If there is no one at home and you have not requested the parcel be left the carrier will leave a calling card for you to contact them and rearrange delivery.

Incorrect Delivery Address

To enable us to complete our contract with you, and successfully deliver the goods to the address you supplied on the order (or any subsequent change to the delivery address which we have agreed) you must supply us with a full, complete, and correct delivery address. If the address supplied subsequently turns out to be not full, complete and correct (including the Post Code) you will be responsible for any additional charges levied upon us by the carriers as a result. However, in the event of any error in the addressing on our part, then of course, you would not be held responsible in any way, and we would sort out the problem at no cost to you.

Order Progress

Should you wish to check on the progress of any order placed with us, if you have registered with us you will be able to check the progress of your order on our site. Alternatively you can email or call us quoting your order number. We regret that we will be unable to check on the progress of any order without the provision of such information.

Missing or Incorrect Items

You should notify us within three working days of delivery by email, letter or telephone as to the nature of the problem. We will rectify the situation immediately, subject to stock availability, although in some cases we may require you to return the incorrect item. We will of course refund you any return carriage or postal charges upon receipt of the goods, which must be approved by us prior to the return. Proof of posting should be obtained in case the goods go missing on transit to us. Do not send items back by Special Delivery as we will not be responsible for refunding this additional cost to you.