Shipping and Returns

Terms and Conditions of Supply

These Terms

These are the terms and conditions on which we supply our goods and products to you. Please read these terms carefully before you submit your order to us. These terms tell you how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

Information about us

We are The Pet Crematorium Limited trading as The Pet Crematorium, a company incorporated and registered in England and Wales with company number 03442460.

You can contact us by telephoning our customer service team at 0191 373 5551 / 01698 888 500, by email or by writing to us at DURHAM The Willows Langley Park Industrial Estate Witton Gilbert Durham DH7 6TX LANARKSHIRE Telford Avenue Strutherhill Industrial Estate Larkhall Lanarkshire ML9 2UN.


Prices quoted are inclusive VAT at the current rate. There is a £15 flat rate free for shipping and handling, which is applied during checkout.

Order processing, shipping and handling

We accept orders from the UK (England, Wales, Scotland and Northern Ireland) and Southern Ireland.

Orders are normally processed the next working day and goods are dispatched within 2 working days by 1st class recorded delivery (subject to stock availability). For items out of stock or requiring personalisation please allow up to 2 weeks for delivery. We aim to deliver the goods within 2 weeks. If this is not possible we will notify you of any delay, the reason for delay and the anticipated delivery date.

We cannot be held liable for any claims arising from circumstances beyond our control which may impact upon delivery times, such as postal strikes or the timing of delivery.

Our contract with you

Our acceptance of your order will take place when we contact you (usually by email) to accept it, at which point a contract will come into existence between you and us.

If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock or because we are unable to meet a delivery deadline you have specified.

Checkout and payment

Your order will be processed through our checkout process. At the end of checkout you will be re-direct to a secure payment gateway. All payments are taken through the secure payment gateway. We do not handled or have access to your credit/ debit card information for orders placed via this website or your secure payment gateway account (if applicable).

Availability of goods

Goods are subject to availability. In the event that we are unable to supply the goods we will inform you of this as soon as possible. A full refund will be given where you have already paid for the goods.

Our products

Every effort is taken to show the exact product at the time of publication. Product images shown are for illustration purposes only and products may vary in style, colour, texture or material. 

Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products.

The crematorium reserves the right to change product specifications and product descriptions at any time without notice.


We will deliver the goods to you as soon as reasonably possible and in line with our estimated delivery times. If delivery of the goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.

In the unlikely event your order is damaged in transit please notify us immediately (within three working days of receipt) by phoning 0191 373 5551 / 01698 888 500. Please retain the original packaging for returning your order. We will arrange for a replacement or refund, whichever is your preference.


For most products you have a statutory right to cancel your order with us, in accordance with Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013. You can cancel by contacting us on 0191 373 5551 / 01698 888 500, by email or by post to DURHAM The Willows Langley Park Industrial Estate Witton Gilbert Durham DH7 6TX LANARKSHIRE Telford Avenue Strutherhill Industrial Estate Larkhall Lanarkshire ML9 2UN. You should clearly indicate to us your wish to cancel the contract. The period in which you can exercise that right is 14 working days beginning the day after your goods are received.

Please note that where any goods have been customised by you or made to your bespoke specification we are unable to accept any cancellation of that order once it has been placed. 

Returning goods

The unused goods must be returned in their delivered condition (new and unopened) within 14 days of you giving us notice to cancel. Package any returned items carefully and return them, for your own protection, via a recorded and insured method of carriage. The cost of returned items is the responsibility of the customer unless the goods are found to be faulty or delivered to you in error. On receipt of goods, we will inspect the goods prior to exchange or refund. We reserve the right to deem the goods second-hand and make you an appropriate offer should any items not be returned in their entirety or in the delivered condition. Refunds will be made within 14 days on receipt of goods.

Faulty goods

Please notify us if your goods arrive faulty. The goods must be returned within 30 days of receipt and proof of purchase must be provided, as per the Consumer Rights Act 2015. If your goods are faulty we will offer a replacement or a refund in certain circumstances. This does not apply to faults caused by accident, neglect or misuse. We regret that we are unable to offer refunds where items have been customised incorrectly due to spelling or ordering errors made by the customer, or where the artwork is subject to the artist’s discretion.

Our responsibility for loss or damage suffered by you

If we fail to comply with these terms, we may be responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract, but we are not responsible for any loss or damage that is not foreseeable.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence.

We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Other important terms

We may transfer our rights and obligations under these terms to another organisation.

Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its.

If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.