Stefs Pet Pantry Northern Ireland – Terms & Conditions (v2.0 – 2025)

If you have any questions about these terms, please don’t hesitate to get in touch.
We’re always here to help and will do our best to resolve any issue fairly and promptly.

Thank you for choosing Stefs Pet Pantry.

1. General Information

By using our website (stefspetpantryni.com) or purchasing from any Stefs Pet Pantry retail store (including our Mallusk, Northern Ireland branch), you agree to the following Terms & Conditions, together with our Privacy and Cookie Policies.

These terms govern all sales, whether online, by telephone, or in person.

2. Ownership & Intellectual Property

2.1 This website is owned and operated by Stefs Pet Pantry Ltd (Company No. 10267915).
2.2 All text, images, graphics, and written content are protected by UK copyright law.
2.3 You may not reproduce or distribute any material from this site for commercial purposes without our prior written consent.

3. Product Availability

3.1 All goods are subject to availability.
3.2 An order acknowledgement does not constitute acceptance; an order is only accepted when dispatched.
3.3 If an item becomes unavailable, we will contact you to offer an alternative or full refund.

4. Product Descriptions & Pricing

4.1 We make every reasonable effort to ensure all product descriptions, ingredients, weights, and images are accurate. However:

• Images are for illustration only — colour and packaging may vary.

• Ingredient lists may occasionally differ if a manufacturer updates their recipe. Please check packaging upon receipt.

• Minor variations (such as natural size or colour differences) do not constitute “faulty goods.”

4.2 Prices are shown in GBP (£) and include VAT where applicable.
4.3 Delivery costs are additional and displayed at checkout.
4.4 If a pricing error occurs, we will contact you before processing your order.

5. Orders & Acceptance

5.1 By submitting an order, you agree to provide accurate details, including full delivery address and contact information.
5.2 An order confirmation email will be sent once your order is received. A separate dispatch email confirms acceptance.
5.3 Orders cannot be amended once processing begins.

6. Click & Collect (Mallusk NI Only)

6.1 Orders must be collected within 14 days of notification that they are ready.
6.2 Failure to collect within this timeframe will result in automatic cancellation and refund.
6.3 Cancellations after confirmation incur a 50% restocking fee.

7. Deliveries (Northern Ireland Only)

7.1 How Deliveries Work

All deliveries are made by the Stef’s Pet Pantry NI team using temperature-controlled vehicles (–18 °C) to ensure your food remains frozen.

7.2 Delivery Area

We currently deliver across Belfast, Antrim, Mallusk, Larne and surrounding areas.

7.3 Delivery Schedule

Deliveries are made according to postcode-based routes.
Orders placed before 12 noon on the day prior to delivery will be included on your next available route.
Once our vans reach capacity, additional orders will roll over to the next delivery date.

7.4 Delivery Times

You will receive an email the evening before your delivery with a 1-hour window.
A live tracking link will be sent at 6 a.m. on the morning of delivery, followed by notifications when your driver is nearby and once your order is delivered.
Deliveries scheduled before 7 a.m. will be made quietly without disturbing you unless otherwise requested.

7.5 If You Are Not Home

If you cannot be present, please provide a safe place for your delivery. Ownership transfers to you once the goods have been left as instructed.
We cannot be held responsible for loss or deterioration of goods once delivery has been completed.

7.6 Order Accuracy

Please check your delivery against your invoice upon arrival.
Any shortages or errors must be reported within 24 hours via email to info@stefspetpantry.com.

8. Subscription Deliveries

8.1 Subscription orders are billed in advance through Stripe, our secure payment provider.
8.2 Subscriptions may be paused or cancelled with 24 hours’ notice prior to your next delivery.
8.3 Repeated failed payments may result in automatic cancellation.
8.4 If a subscribed product is discontinued, you will be notified and refunded in full for any undelivered items.

9. Cancellations

9.1 Orders may be cancelled up to 24 hours before dispatch.
9.2 For perishable (raw or frozen) goods, once the order has been picked, a £10 restocking fee applies.
9.3 All cancellations must be made in writing to info@stefspetpantry.com.

10. Returns & Refunds

10.1 Perishable Goods

Due to their nature, raw and frozen products are exempt from the statutory 14-day cancellation period under the Consumer Contracts Regulations 2013.
We cannot accept returns or issue refunds for these items unless faulty or damaged.

10.2 Non-Perishable Goods (e.g. treats, toys, supplements)

• Returns accepted within 30 days of purchase.

• Goods must be unused, unopened, and in saleable condition.

• You are responsible for return postage.

• Refunds will be processed within 14 days of receiving the item(s).

10.3 In-Store Purchases

Refunds for change of mind cannot be offered in-store.
Faulty or misdescribed goods will be replaced or refunded in accordance with the Consumer Rights Act 2015.

11. Faulty Goods

11.1 If you believe a product is faulty, please contact us within 30 days of purchase, providing:

• Your order number

• A clear description and photos of the issue and product batch code

11.2 We may offer a replacement, refund, or credit note at our discretion, in line with consumer law.
11.3 If an inspection is required, we will cover reasonable postage costs where a fault is confirmed.

12. Promotions & Discounts

12.1 Promotional codes must be entered at checkout; they cannot be applied retroactively.
12.2 Only one discount code may be used per order.
12.3 All offers are subject to their stated terms and may be withdrawn without notice.

13. Loyalty Scheme

13.1 Our online Pet Points Loyalty Scheme operates exclusively through our website and in store only. These cannot be redeemed for cash alternatives. 

14. Your Account

14.1 Customers are responsible for maintaining account security and ensuring details remain up-to-date.
14.2 You must be 18 years or older to place an order or create an account.
14.3 We are not liable for errors or delays resulting from incorrect or incomplete information provided by you.

15. Limitation of Liability & Force Majeure

15.1 We are not liable for any loss or damage arising from events outside our reasonable control, including: adverse weather, transport disruption, industrial action, or supplier failure.
15.2 Where possible, we will communicate delays and work with customers to find solutions.
15.3 These terms do not exclude your statutory rights under UK consumer law.

16. Privacy & Data Protection

16.1 We comply with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.
16.2 Personal data is collected only as necessary to process orders and communicate with you.
16.3 Payment information is handled securely via Stripe; we do not store card details.
16.4 Email subscribers may unsubscribe at any time.
16.5 We do not sell or share personal information except where legally required or necessary to resolve a query.

17. Cookies

We use first-party and analytics cookies to improve your browsing experience.
For details on how cookies are used, see our Cookie Policy.

18. Governing Law & Jurisdiction

These Terms & Conditions are governed by the laws of Northern Ireland.
Any disputes shall fall under the exclusive jurisdiction of the Northern Ireland Courts.

19. Company Details

Stef’s Pet Pantry Ltd
Registered Office: Parkhill Studio, Walton Road, Wetherby, LS22 5DZ
Northern Ireland Branch: 2C Michelin Road, Mallusk, Newtownabbey BT36 4PT
Company Registration No: 10267915
VAT No: GB 261906012
📧 info@stefspetpantry.com

20. Complaints & Feedback

We value your feedback. If you have a complaint or wish to share comments, please contact us in writing via info@stefspetpantry.com.
We aim to acknowledge all written communications within 3 working days and resolve issues as quickly as possible.

21. Raw Pet Food Labelling and Movement Restrictions

21.1 All raw pet food products sold or distributed by Stefs Pet Pantry Northern Ireland are imported and supplied under the Northern Ireland Retail Movement Scheme (NIRMS).

21.2 In accordance with NIRMS and Windsor Framework requirements, these goods are clearly labelled “Not for EU” and are intended solely for sale and consumption within Northern Ireland.

21.3 Raw pet food products supplied under this scheme must not be moved, resold, or distributed outside Northern Ireland, including to the Republic of Ireland or any other EU Member State.

21.4 By purchasing or accepting delivery of these goods, you agree to comply with the above movement restrictions and acknowledge that any onward movement outside Northern Ireland would breach UK and EU sanitary and phytosanitary regulations.

Regulatory Compliance Statement

Stefs Pet Pantry Ltd operates in full compliance with all applicable UK and Northern Ireland regulations governing the import, sale, and distribution of animal by-products and raw pet food.
This includes adherence to the Northern Ireland Retail Movement Scheme (NIRMS) under the Windsor Framework, and oversight by the Department of Agriculture, Environment and Rural Affairs (DAERA) and the Department for Environment, Food and Rural Affairs (DEFRA).

All raw pet food products are handled, labelled, and transported in accordance with Category 3 Animal By-Product regulations and the hygiene requirements laid out in Regulation (EC) No 1069/2009 and Regulation (EU) 142/2011, as retained in UK law.

Version 2.0 – January 2025
Applies to all purchases made in-store and online via Stefs Pet Pantry Northern Ireland.