Skip to content Skip to side menu


Return Policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at If your return is accepted, we’ll send you a return address and return code. Items sent back to us without first requesting a return will not be accepted. It is the customers responsibility to pay for the return shipping and make sure the item is returned to us to process the refund. The return postage fee will not be part of the refund. You can always contact us for any return question at

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Read more →

Shipping Policy

Larger/Heavier items are difficult for us to send via post/carrier. We will contact you if there is an issue sending your order.


Local Deliveries to our stores are a quicker way to receive your items. We will contact you directly after purchase to discuss when you are available otherwise a safe location to leave your item at your property. If the item you request is not available at your local store for delivery please allow 2-5 working days to ensure the item you request is ready.


Click & Collect

If an item does not show at your local shop contact the shop which has the item and request for it to be sent to the required store. The item will be put aside for you and you have 7 days to collect the item unless prompted by yourself that it will take longer to collect the item.



















Read more →

Cookie Policy

Cookie Policy

Cookie Policy

This site uses cookies – small text files that are placed on your machine to help the site provide a better user experience. In general, cookies are used to retain user preferences, store information for things like shopping carts, and provide anonymised tracking data to third party applications like Google Analytics. As a rule, cookies will make your browsing experience better. However, you may prefer to disable cookies on this site and on others. The most effective way to do this is to disable cookies in your browser. We suggest consulting the Help section of your browser or taking a look at the About Cookies website which offers guidance for all modern browsers
















Read more →

Privacy Policy – Clients & Suppliers

Privacy Policy – Clients & Suppliers

Privacy Policy – Clients & Suppliers



Chepstow Pet Supplies LTD (“We”) are committed to protecting and respecting your privacy.

This policy (together with our terms of use (see and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us.  Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

The rules on processing of personal data are set out in the General Data Protection Regulation (the “GDPR”).



Data controller – A controller determines the purposes and means of processing personal data.

Data processor – A processor is responsible for processing personal data on behalf of a controller.

Data subject – Natural person

Categories of data: Personal data and special categories of personal data

Personal data – The GDPR applies to ‘personal data’ meaning any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier (as explained in Article 6 of GDPR). For example name, passport number, home address or private email address. Online identifiers include IP addresses and cookies.

Special categories personal data – The GDPR refers to sensitive personal data as ‘special categories of personal data’ (as explained in Article 9 of GDPR). The special categories specifically include genetic data, and biometric data where processed to uniquely identify an individual. Other examples include racial and ethnic origin, sexual orientation, health data, trade union membership, political opinions, religious or philosophical beliefs.

Processing – means any operation or set of operations which is performed on personal data or on sets of personal data, whether or not by automated means, such as collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.

Third party – means a natural or legal person, public authority, agency or body other than the data subject, controller, processor and persons who, under the direct authority of the controller or processor, are authorised to process personal data.


2.Who are we?

Chepstow Pet Supplies LTD is the data controller. This means we decide how your personal data is processed and for what purposes. Our contact details are:, 01291 625460, 01600 715367. For all data matters contact Nina Gray on


3.The purpose(s) of processing your personal data

We use your personal data for the following purposes:

  • To maintain our own accounts and records;
  • To fulfil customer orders and enquiries;
  • To administer our loyalty scheme;
  • To manage our employees and their safety;
  • To ensure client safety;
  • To ensure the wellbeing of your pets whilst in our care;
  • To comply with the Animal Act 1951;
  • To inform individuals of news, events or activities


You may give us information about you by filling in forms on our site (our website) or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you register to use our website, subscribe to our services (grooming, boarding, loyalty scheme), place an order or enquiry with us, enter a competition, promotion or survey, buying a pet and when you report a problem with our website or in-store.


4.The categories of personal data concerned

With reference to the categories of personal data described in the definitions section, we process the following categories of your data:

  • Personal data including – Name, Address, Contact Number, Email, Pets Details and photographs, and Financial Information.


5.What is our legal basis for processing your personal data?

a.Personal data (article 6 of GDPR)

Our lawful basis for processing your general personal data:

☑Consent of the data subject; Loyalty scheme, Orders/Enquiries, Grooming, Boarding, Photographs, Marketing
☑Processing necessary for the performance of a contract with the data subject or to take steps to enter into a contract Grooming, Boarding, Orders/enquiries, Financial Information
☑Processing necessary for compliance with a legal obligation Animal Register – Animal Act 1951 and animal license
☐ Processing necessary to protect the vital interests of a data subject or another person N/A
☑Processing necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller Animal Register – Animal Act 1951 and animal license
☑Processing necessary for the purposes of the legitimate interests of the data controller or a third party, except where such interests are overridden by the interests or fundamental rights or freedoms of the data subject Financial Information e.g. Card Receipts


6.Sharing your personal data

Your personal data will be treated as strictly confidential, and will be shared only with Third Party companies listed below for the specific reasons listed. They have no right to use your data for themselves, only on our behalf.


Customer Database – Premier EPOS (Electronic Till System)

Premier EPOS interacts with the following personal data from the point of entry into our customer database through the Premier EPOS software:

Name, Phone Numbers, Postal Addresses, Email Addresses, Customer Grouping, General Customer Statistics, Customer Transaction History, Pet Details

Premier EPOS’ interaction with the personal data is purely for support purposes, they do not process it for any other purpose and will not contact you using this data, or submit the data to any 3rd party. The main storage for this store is on the master till. All data transfers take place through secure channels, and all data is stored safely and securely on hardware within the EU. All necessary precautions have been taken with the software, transfer procedures, and staff training to make sure that all personal data is treated properly with minimal chance of a data breach. In the event of a data breach by Premier EPOS, the ICO and Chepstow Pet Supplies LTD will be notified within 72 hours so that the affected customers can be informed, and that all necessary procedures can be followed to rectify the situation. By submitting a Subject Access Request you will also receive all data that Premier EPOS has stored about you through the Premier EPOS system within the allotted 1 month time period. In the event of a request for data removal, it falls to Chepstow Pet Supplies LTD to check whether or not the data is legally required to be kept, and in the event that it is not required Chepstow Pet Supplies LTD will initiate the data removal process from the Premier EPOS system.


7.How long do we keep your personal data?

We keep your personal data for no longer than reasonably necessary and we only retain your data for the following purposes and use the following criteria to determine how long to retain your personal data:

Customer data – inactive customer’s data will be destroyed after 5 years. Data will only be used for identifying and contacting customers regarding their current orders/enquiries/services. Emails will only be used for marketing following customer consent.

Grooming & boarding data – inactive customers data will be destroyed after 5 years. Data will only be used for the pet’s wellbeing whilst in our care

Financial information – paper slips kept for 6 years for accounting and legal purposes

Pet Register Information – kept indefinitely due to the Animal Act 1951

Premier EPOS will keep a secure database backup for up to 6 months from point of creation or until enough subsequent backups have been transferred to render the original obsolete. When the 6 month period is reached or the data becomes obsolete, Premier EPOS will follow a predetermined process to remove the data from their systems and servers.

If you wish to request any more information regarding Premier EPOS involvement with your personal data, then please contact with a subject line of ‘DPO: <Your Query>, with your query and make sure to reference Chepstow Pet Supplies LTD as your primary data holder for the process of inquiry.


8.Providing us with your personal data

We require your personal data as a requirement necessary to fulfil our services to you (grooming, boarding, orders, loyalty scheme)


9.Your rights and your personal data

Unless subject to an exemption under the GDPR, you have the following rights with respect to your personal data:

  • The right to request a copy of the personal data which we hold about you;
  • The right to request that we correct any personal data if it is found to be inaccurate or out of date;
  • The right to request your personal data is erased where it is no longer necessary to retain such data;
  • The right to withdraw your consent to the processing at any time, where consent was your lawful basis for processing the data;
  • The right to request that we provide you with your personal data and where possible, to transmit that data directly to another data controller, (known as the right to data portability), (where applicable i.e. where the processing is based on consent or is necessary for the performance of a contract with the data subject and where the data controller processes the data by automated means);
  • The right, where there is a dispute in relation to the accuracy or processing of your personal data, to request a restriction is placed on further processing;
  • The right to object to the processing of personal data, (where applicable i.e. where processing is based on legitimate interests (or the performance of a task in the public interest/exercise of official authority); direct marketing and processing for the purposes of scientific/historical research and statistics).


10.Transfer of Data Abroad

We do not transfer personal data outside the EEA.


11.Automated Decision Making

We do not use any form of automate decision making in our business.


12.Further processing

If we wish to use your personal data for a new purpose, not covered by this Data Privacy Notice, then we will provide you with a new notice explaining this new use prior to commencing the processing and setting out the relevant purposes and processing conditions.


13.Changes to our privacy policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our privacy policy.


14.How to make a complaint

To exercise all relevant rights, queries or complaints please in the first instance contact our Data Protection Officer Nina Gray on, 01291 625460, 01600 715367.

If this does not resolve your complaint to your satisfaction, you have the right to lodge a complaint with the Information Commissioners Office on 03031231113 or via email or at the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, England.







Read more →