Last updated: 20 August 2026

These Terms & Conditions apply to purchases made through the Hellish Heaven website.

They cover orders placed by both individual customers and approved trade customers. Some terms apply differently depending on whether you are buying as a consumer or on behalf of a business, and these differences are explained below.

By placing an order with Hellish Heaven, you agree to these Terms & Conditions.

1. About Hellish Heaven

Hellish Heaven supplies premium natural dog treats to customers and businesses across the UK.

In these Terms, “Hellish Heaven”, “we”, “us” and “our” refer to Hellish Heaven Ltd.

“You” and “your” refer to the person or business placing an order with us.

2. Our Products

We take care to make sure that product descriptions, ingredients, photographs and other information shown on our website are accurate.

Because packaging and products may occasionally be updated, there may be small differences between the product received and photographs shown online. These will not affect the nature or quality of the product.

Please always check the information provided on the product packaging before giving a treat to your dog, particularly if your dog has an allergy, intolerance or specific dietary requirement.

Products are subject to availability and we may change or discontinue products from time to time.

3. Prices

All prices are shown in pounds sterling (GBP).

Any applicable VAT and delivery charges will be displayed as part of the ordering process where relevant.

We may change our prices at any time, but changes will not affect orders that we have already accepted.

If a product has clearly been listed at an incorrect price because of an obvious error, we may cancel the affected order and refund any payment already made.

4. Placing an Order

Please check your order and delivery details carefully before completing your purchase.

Once an order has been placed, you will receive an order confirmation by email.

An order may be refused or cancelled where, for example:

• a product is unavailable;
• payment cannot be authorised;
• there has been an obvious pricing or listing error;
• delivery cannot reasonably be made to the address supplied; or
• we reasonably believe that an order or account is being used fraudulently or improperly.

If we cancel an order after payment has been taken, the relevant amount will be refunded.

Consumer Orders

The following sections apply where you are purchasing products from Hellish Heaven as an individual for purposes mainly outside your business, trade or profession.

5. Your Consumer Rights

Nothing in these Terms affects your statutory consumer rights.

Products supplied by us must be as described, of satisfactory quality and fit for their intended purpose.

If there is a problem with a product you have purchased, please contact us so that we can help resolve it.

UK consumer law gives consumers statutory protections concerning the quality and description of goods, and these cannot simply be removed by a retailer's terms.

6. Cancelling an Online Order

Where the statutory right to cancel applies, you generally have 14 days after receiving your order to tell us that you wish to cancel it.

After notifying us, you normally have a further 14 days to return the goods.

Some products may be excluded from the usual cancellation right where an exemption provided by law applies, including in certain circumstances goods that are liable to deteriorate or expire rapidly or sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Your statutory rights in relation to products that are faulty, damaged or not as described are not affected by these exceptions.

Please see our Returns & Refund Policy for instructions on making a return.

7. Consumer Refunds

Where you validly exercise your statutory right to cancel, refunds will be made in accordance with applicable consumer law.

Where required, this includes the cost of standard delivery. If you selected a more expensive delivery method, we are not required to refund the additional cost above our standard delivery option.

Different rules may apply where a product is faulty, damaged or not as described.

Trade & Business Customers

The following sections apply where products are purchased wholly or mainly for purposes connected with a business, trade or profession.

8. Trade Accounts

Trade accounts are available to genuine businesses and pet industry professionals, including pet shops, groomers, trainers and other approved retailers or professionals.

All trade account applications are subject to approval.

We may ask for information about your business before approving an account and reserve the right to decline an application.

Approval of a trade account does not guarantee acceptance of every future order.

9. Trade Pricing

Trade prices are available only to approved trade customers and are intended for business use.

Prices and product availability may change from time to time.

Any applicable VAT and delivery charges will be shown separately where appropriate.

Trade pricing and other information made available through a trade account should be treated as commercial information and should not be misrepresented as Hellish Heaven's recommended retail pricing unless we specifically identify it as such.

10. Trade Orders and Payment

Trade orders are subject to availability and acceptance by Hellish Heaven.

Payment must be made using the payment methods offered at checkout unless separate payment terms have been agreed with us in writing.

Where credit or other payment terms have been agreed, invoices must be paid within the agreed period.

We reserve the right to suspend a trade account or withhold further orders where invoices remain overdue.

11. Trade Returns

Trade purchases are business-to-business transactions and do not receive the same cancellation rights that apply to consumers purchasing online.

Returns of unwanted trade stock are therefore not automatically accepted unless agreed with us.

This does not affect any rights a business customer may have where products are faulty, damaged, incorrectly supplied or otherwise do not comply with the contract.

If there is a problem with a trade delivery, please contact us promptly with your order number and details of the issue.

Where appropriate, we may ask for photographs of the products, packaging and delivery carton.

Delivery

12. Delivery Times

We aim to dispatch orders promptly.

Delivery estimates are provided in good faith but may occasionally be affected by circumstances outside our reasonable control.

For consumer orders, we will comply with applicable statutory delivery requirements. UK distance-selling guidance generally requires goods to be delivered within 30 days unless a different delivery period has been agreed.

Please ensure that the delivery address supplied with your order is complete and accurate.

13. Damaged or Missing Deliveries

Please check your delivery as soon as reasonably possible after it arrives.

If products are damaged, missing or incorrect, contact us promptly and provide your order details.

Photographs of the parcel, packaging and affected products may help us investigate the issue with the courier.

Nothing in this section limits the statutory rights of consumers.

Product Information & Use

14. Feeding and Storage

Hellish Heaven dog treats are intended to be fed appropriately as part of a balanced diet.

Always follow the feeding and storage information shown on the product packaging.

Fresh drinking water should always be available.

Owners remain responsible for selecting products appropriate for their individual dog, including checking ingredients where a dog has known allergies, intolerances or other specific dietary requirements.

If you are unsure whether a particular product is suitable for your dog, seek appropriate professional advice before feeding it.

15. Allergies

Ingredient and product information is provided to help customers make an informed choice.

Please check the current product label before use, particularly where allergies or intolerances are a concern.

If you have a question about the ingredients in one of our products, please contact us before purchasing or feeding the product.

Website & General Terms

16. Website Content

We take reasonable care to keep information on our website accurate and up to date.

Occasionally, errors may occur or information may become temporarily outdated.

We may update website content, products, prices or availability when necessary.

17. Intellectual Property

The Hellish Heaven name, branding, logo, website content, original photographs, graphics and other materials belonging to us may not be copied, reproduced or used commercially without our permission, except where permitted by law.

Approved stockists may use product information and marketing materials supplied or authorised by Hellish Heaven for the legitimate purpose of promoting and selling our products.

18. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing in these Terms limits the statutory rights available to consumers.

For business customers, to the extent permitted by law, we will not be responsible for indirect or consequential losses, loss of profit, loss of revenue, loss of business or loss of anticipated savings arising from a trade purchase.

Nothing in these Terms excludes or restricts liability that cannot legally be excluded or restricted.

19. Events Outside Our Control

We will not be responsible for delays or failures caused by circumstances outside our reasonable control.

These may include severe weather, transport disruption, courier delays, supply shortages, industrial action or other events that we could not reasonably prevent.

We will take reasonable steps to minimise the effect of such circumstances where possible.

20. Privacy

We handle personal information in accordance with our Privacy Policy.

Please read our Privacy Policy for information about how we collect, use and protect personal data.

21. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our business, website or legal requirements.

The latest version will always be published on our website with the date of the most recent update.

Changes will not normally affect orders that have already been accepted unless required by law.

22. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

If you are a consumer, you will retain any rights you have under applicable law regarding where legal proceedings may be brought.

For business customers, the courts of England and Wales will have exclusive jurisdiction over disputes arising from or relating to these Terms, unless otherwise agreed in writing.

23. Contact Us

If you have a question about an order, return, trade account or these Terms & Conditions, please contact us using the details provided on our website.

Hellish Heaven Ltd
Premium Natural Dog Treats
United Kingdom