Shipping and Returns

Terms and Conditions of Supply

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.


All pricing on this website is in pounds sterling and is inclusive of UK Value Added Tax at the current rate. The prices you see on our online shop are exclusive to our online retail customers and may vary from the purchase prices at the crematorium. Postage and packaging is free, unless otherwise stated.

Our contract with you

We accept orders from and deliver to UK Mainland. If you require delivery to the highlands, outlying islands or overseas postage charges may apply; please telephone us for a quote. If you place an order oustide of the UK mainland we may decline the order and refund you.

If we are unable to accept your order, we will inform you of this and refund you.

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 goodswe will inform you of this as soon as possible. A full refund will be given for the product.

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. We reserve the right to change product specifications and product descriptions at any time without notice.


Orders will be processed the next working day. The delivery details, including the approximate lead time, for each product is stated on the product page. Depending on the delivery method, you may receive a text message or email, using the contact information provided, detailing the delivery and/or how to track your order.

If you have ordered more than one product, they may arrive as separate parcels. Products may be delivered by our approved supply partners via their chosen carrier, courier or postal method. 

Products will be delivered to you as soon as reasonably possible. If the promised delivery time has passed please phoning 0191 373 5551 / 01698 888 500 for help.

By purchasing a product you agree to the stated delivery details.  If you inform us or the courier to leave the parcel in a safe place, this is entirely at your own risk and we cannot be held liable for any loss, damage or theft. We reserve the right to charge for re-delivery if you are not available to take/sign-for the delivery after two attempts, as per the delivery details stated for the product, or if the product is returned to us/our approved supply partner by the courier company. 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.

Personalised goods and perishable items

Please note that where any goods have been personalised according to your requirements, are made to your bespoke specification, the artwork is subject to the artist’s discretion, or are of a perishable nature (such as flowers) we are unable to accept any cancellation of that order once it has been placed or offer a refund, unless faulty. 


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.

Returning goods

Please contact us by phoning 0191 373 5551 / 01698 888 500 if you wish to return an item. The unused goods must be returned in their delivered condition (new and unopened) within 14 days of you giving us notice to cancel to the return address we provide. 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. The goods will be inspected upon receipt prior to offering an 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 (new and unopened) condition. Refunds will be made within 14 days on receipt of goods.

Damaged or faulty goods

If the goods arrive to you in a damaged or defective condition you should refuse delivery (if possible) and notify us immediately (within three working days of receipt) by phoning 0191 373 5551 / 01698 888 500. We cannot accept damaged items after this date. The goods must be returned to the return address we provide within 30 days of receipt and proof of purchase must be provided, as per the Consumer Rights Act 2015. Please retain the original packaging for returning your order. 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.

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.