Terms & Conditions

Charity Purpose of RSPCA Shop Online

RSPCA Trading Ltd (registered company No.1072608) is wholly owned by the RSPCA (Registered in England and Wales charity No. 219099). RSPCA Trading Ltd pays all its distributable taxable profits from the website to the RSPCA. RSPCA Trading Ltd VAT registration number: 210713908.


RSPCA Trading Ltd have appointed Suttons to act as their main contractor for the provision of all aspects of order fulfilment and despatch of goods relating to the RSPCA gift catalogue and Online Shop.

Suttons is a trading name of Suttons Consumer Products Ltd., Registered Office: Woodview Road, Paignton, Devon TQ4 7NG. Registered in England and Wales No. 284448. VAT No 158 9318 27.


All products should reach you in perfect condition, just as they left us. If you are dissatisfied in any way with their condition on arrival, please let us know within 14 days and we'll arrange a replacement or refund. We are only liable for the cost of the goods (plus any carriage charge) as quoted on the website.

Carriage Charge

Delivery to mainland UK only and will incur a delivery charge of £4.99.

Order Despatch

We aim to deliver within 10 working days using Royal Mail or courier unless specified. Please allow a further 7 days before you query a non-delivery. Orders are welcome for delivery to mainland UK. We regret that we cannot deliver to PO Box numbers. We will use reasonable endeavours to meet these estimated timescales however sometimes delays may occur. We shall not be liable to you for any such delay or failure to deliver the goods within these estimated timescales.

Returns policy

All Suttons products should reach you in perfect condition, just as they left us. If you are dissatisfied in any way with their condition on arrival, please let us know within 14 days.


We accept payment for online orders by Visa (including Visa Electron), Mastercard, Maestro (Switch) and Delta. Cards are debited when the order is first processed, in order to avoid issues where credit & debit cards may expire before the date of delivery, and to keep administration costs to a minimum. Should any item become unavailable we will issue a full refund.


Prices include VAT where applicable. We reserve the right to revise any prices in the event of unforeseen circumstances or a change in the VAT rate.

Special offer codes

All offer codes and discounts may only be used once.

Any offer codes or discount may not be used in conjunction with any other money off voucher or offer.

Conditions of Sale

Information given about products is to the best of our knowledge, and is for general guidance only. All dimensions and capacities are approximate.


Occasionally, items become unobtainable due to high demand or other reasons. In this event, we may send a carefully selected alternative or, if this is not possible, a credit for amounts under £1.00, for use against future purchases. Refunds are made for higher amounts, or in any case on request. Should our alternative not prove acceptable, please do not hesitate to contact us and we will forward a refund to cover the cost of the item not available.

Moneyback Guarantee & Returns Policy

If for any reason you would like to exchange or return your items you can do so as long as they are in original condition and in their original packaging.

We will be happy to exchange items or issue a refund. Customers must return items for a refund or exchange within 14 days. Please note: we do not refund postage and packing costs unless we have made a mistake.

We recommend using recorded or registered post to return items to us. Please include your name, address and detail items. Please state whether you require an exchange or refund.

Note it is the sender's responsibility to ensure the goods arrive safely.

Once your return has been received by us, it may take up to 7 days to process your refund or exchange claim. You will be emailed once your refund has been processed and it may take up to 3 working days to appear in your account, depending on your bank’s transfer time frames. We can only credit the card that was used to make the original purchase.

Customer Service

In the event of any query, or claim for goods lost or damaged in transit, please quote the Customer Number or your full address. Contact our Customer Services Department.

Waste Electrical & Electronic Equipment (WEEE) Directive

Under these regulations we are obliged to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new electrical or electronic product from us. Such items can be returned to us (carriage paid by customer) at our normal address, within 28 days of purchasing the new item. We will then ensure proper environmental disposal. Recycling reduces the environmental and health risks associated with sending electrical goods to landfill. All new electrical goods should be marked with the crossed-out wheeled bin symbol and be disposed of separately from household waste.


It is our aim to acknowledge complaints within 5 working days, and we will provide a likely timescale for resolving the dispute and keep you advised about progress.


If you wish to cancel an order, you should contact our Customer Services Department. If your order is for non-perishable goods, you have the right to cancel your order at any time up to 7 working days after receipt. You must take reasonable care of the goods whilst in your possession and they must be returned to us, promptly, at your costs. If the item is large, then we can arrange collection for you and will charge you for this at cost. We reserve the right to cancel any order. Your statutory rights are not affected by any of these business terms.

RSPCA Charity Gifts & Donations

Due to Charity Commission rules we are unable to cancel and refund donations, including purchases of RSPCA Charity Gifts. If for any reason you are not satisfied with your RSPCA Charity Gift we will offer you a replacement of the same value. Please contact us if you wish to arrange this.

For further information on how funds from our RSPCA Charity Gifts are allocated please read the product description when purchasing.

Donations made to the RSPCA (including our RSPCA Charity Gifts) do not support animal welfare activities in Scotland. If you wish to support the Scottish SPCA you can make a contribution here:


Privacy and Data Protection

Our privacy notice sets out how your personal data is used. To view our privacy notice, visit shop.rspca.org.uk/privacy or call 0333 240 5944. Your data will be held and processed by RSPCA & RSPCA Trading Ltd.

You can change your mind at any time about how we contact you or ask us to stop contacting you altogether by calling our Supporter Services team on 0333 240 5944 or emailing supportercare@rspca.org.uk