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Terms & Conditions

About us

This web site is owned and operated by RSPCA Shop who are completely dedicated to your total satisfaction. If you have any suggestions or comments or if you need to contact us, please email us using the link on the Contact page or use the details below.

Our Contact details:

Woodview Road
United Kingdom

0333 240 5944


Company Reg No: 4029540

VAT Reg No: 629 0517 41

100% of any kind donations that you make on top of your purchases goes directly to RSPCA.

Otter House Ltd. (company no. 2655839) produces this catalogue, which includes the products of Otter House and RSPCA Trading Ltd (registered company number 1072608) is wholly owned by the RSPCA (Registered in England and Wales charity no 219099). This is a highly cost effective and successful way of raising funds for animals in need of our protection.

RSPCA receives 100% of the sales price of the Charity Gifts featured on page 32.
All other products are supplied by Otter House.

Making a Purchase

Making a purchase could not be easier. Just browse our shop, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept credit card payments. If you are shopping from outside the UK your credit card company will convert the transaction into your own currency.

We accept Visa, Visa Debit, Mastercard, Solo, Maestro and Visa Electron. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped. You may send your credit card information via phone, fax, mail or over the Internet. Please be aware that we do not recommend sending your credit/debit card information by email for security purposes.

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us either by phone on 0333 240 5944 or by email rspca@cbfulfilment.co.uk and we will correct the mistake.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Cancelling an Order:

RSPCA Shop strives to process your order immediately after Checkout so you can receive your goods as soon as possible. Once you have hit the Purchase button at Checkout we begin to process your order. If you decide after Checkout that you would like to cancel your order please call 0333 240 5944 or email rspca@cbfulfilment.co.uk.
If you call or email within 24 hours your credit card will be credited for the entire purchase price and the cost of standard postage as long as you refuse delivery and "Return to Sender" when the order arrives. If you do not call within 24 hours to cancel, unfortunately we will not be able to refund your postage charges.

Shipping and Handling

Q) What are the shipping and handling costs and where do you deliver to?
A) RSPCA Shop charges just £4.95 per order to post anywhere in the United Kingdom. We also offer an Express Delivery Service to UK mainland addresses. If just virtual gifts are ordered the £4.95 postage charge will not apply (UK deliveries only).

RSPCA Shop welcomes orders to European addresses. Postage, packing, handling and administration costs are as follows per order:

Europe Zone 1: Belgium, Denmark, France, Germany, Italy, Luxembourg, Monaco, Netherlands, Portugal, Spain £19.50

Europe Zone 2: Austria, Czech Rep., Finland, Gibraltar, Greece, Malta, Norway, Poland, Sweden, Switzerland £29.50

We regret that due to the increasing costs of international despatch, we cannot deliver to countries other than those listed above.
Delivery to overseas addresses may take longer than 21 days. Payment should be by credit/debit card or by £ sterling cheque.

Q) How long will my order take to arrive?
A) Your order will be processed upon receipt and should be delivered within 7 working days if items are in stock (addresses outside of the UK mainland will take longer). Please allow enough time for any onward postage of cards and gifts and order early to avoid disappointment.

Larger sized parcels are sent via the courier DPD or Parcel Force and if a mobile number is provided you will be advised via text message of the anticipated delivery date.

Q) Do you offer next day delivery?
A) RSPCA Shop are delighted to offer an Express Delivery Service.

The cost of Express Delivery is £8.95 for any size of order and can be selected during checkout.
This service is only available for UK mainland addresses, excluding Scottish Highlands.
Please place your order before 12 noon from Monday to Thursday and we will despatch your parcel promptly for next day delivery.

Tax Charges

For all orders, VAT is included at the current rate.

Credit Card Security

When an order is placed on our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.


All of our products come with a 30 day returns guarantee.

Reaching us

If you need to reach us, please email us using the link on the Contact page, alternatively, you can call on 0333 240 5944 (International +44 333 240 5944) or email us at rspca@cbfulfilment.co.uk or write to us at:

Woodview Road
United Kingdom

Privacy Policy

To view our privacy policy please click here.

Returning an item:

For a refund, items must be returned within 30 days of purchase with the original packaging.

It is acceptable to return an item with shrink-wrap removed, as long as the item has not been used or damaged after receipt.

You will receive a full refund, including the cost of delivering the goods to you.

Your refund will be processed within 30 days of the cancellation.

This does not affect your statutory rights.

Instructions for Return:

1. Please enclose the delivery note, including your name and order number with the returned item(s). Tape the box securely using heavy-duty packing tape.

2. Send your returned item(s) via an insured carrier, such as Royal Mail Recorded delivery. This will be at your expense. We cannot be responsible for lost returns.

3. Send your return to:

Attention: Returns
Woodview Road
United Kingdom

Phone: 0333 240 5944

Email: rspca@cbfulfilment.co.uk

We are not responsible for lost returns. If you have questions about your return, please contact our Customer Service team.

Instructions for damaged or wrong items:

If your order has been damaged or contains the wrong items, you must first contact our Customer Service team. Please provide your name, order number and request for refund or exchange.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.