Terms & Conditions

Last updated: 27 September 2026

About BespokePets

BespokePets is a handmade pet enclosure and accessories business based in Wales, UK.

Business name: BespokePets
Address: Banc Y Ddraenen, Capel Hendre
Email: info@bespokepets.co.uk

Our products

We make handmade tortoise tables, pet enclosures, small-animal products and accessories.

Because our products are handmade, there may be small variations in wood grain, colour, finish, measurements and appearance. These variations are a normal characteristic of handmade products and do not affect their intended use.

Where a product is described with specific dimensions, those dimensions are approximate unless otherwise stated.

Product photographs

We make reasonable efforts to ensure product photographs and colours are represented accurately.

Colours can vary depending on lighting, photography and the screen used to view the website.

Prices

All prices displayed on the website are the prices payable at the time the order is placed, unless an obvious pricing error has occurred.

Delivery charges are displayed separately where applicable.

Placing an order

When you place an order through our website, you are making an offer to purchase the products selected.

We will provide confirmation of your order.

If we are unable to fulfil an order, we will contact you and arrange an appropriate refund where applicable.

Payment

Payment must be made through the payment methods available at checkout.

Orders will normally only be put into production once payment has been successfully received.

Handmade and made-to-order products

Many BespokePets products are handmade to order.

Our normal production/dispatch time is approximately 3–4 weeks, although this can be longer during particularly busy periods.

Any estimated production or delivery times shown on the website are estimates rather than guaranteed delivery dates unless we have specifically agreed otherwise with you.

We will keep you informed if there is a significant delay.

Custom and personalised orders

We also accept custom orders made to a customer's requirements.

Before production begins, we will agree the relevant specifications with you, which may include dimensions, colour, layout, openings, mesh lids, lamp arms, legs or stands, viewing windows and other agreed features.

Once a custom design has been agreed and production has begun, changes may not be possible without additional cost or delay.

Goods made to the customer's specifications or clearly personalised may fall within the statutory exception to the normal 14-day cancellation right for distance sales.

This does not remove your statutory rights where a product is faulty, damaged, not as described or otherwise does not conform to the contract.

Your cancellation rights

For standard goods bought online, consumers generally have a 14-day cancellation period beginning when the goods come into their physical possession, subject to statutory exceptions.

The cancellation right does not normally apply to goods made to the customer's specifications or clearly personalised.

If you wish to cancel an order where a cancellation right applies, please contact info@bespokepets.co.uk

You may provide a clear statement that you wish to cancel. You do not have to use a particular form, although a standard cancellation form can also be provided where applicable.

Returns

Our full delivery and returns information is available on our Delivery & Refunds page.

Nothing in these terms affects your statutory rights.

Faulty, damaged or incorrect goods

If your order arrives damaged, faulty or does not match what you ordered, please contact us as soon as possible at info@bespokepets.co.uk

Please provide photographs where appropriate so that we can investigate the issue and arrange an appropriate solution.

Your statutory consumer rights are not affected by these terms.

Delivery

Delivery information, estimated times and charges are provided on our Delivery & Refunds page and during the ordering process where applicable.

Large handmade items may require specialist or pallet delivery.

We will provide the relevant delivery information for your order.

Delivery delays

We will make reasonable efforts to meet estimated production and delivery times.

However, delays can occasionally occur because of circumstances outside our reasonable control, including courier delays, material shortages, severe weather or other unforeseen circumstances.

If a significant delay occurs, we will contact you.

Our liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

In particular, nothing in these terms affects your statutory rights relating to faulty, unsafe or incorrectly described goods.

We will not be responsible for losses that are not reasonably foreseeable or which arise outside the normal use of our products, except where the law requires otherwise.

Complaints

If you have a problem with an order, please contact us first at info@bespokepets.co.uk

We will try to resolve the matter promptly and fairly.

Changes to these Terms

We may update these Terms & Conditions from time to time.

The version applying to your purchase will be the version in force when your order is placed.