Terms of service
Last Updated: 2 October 2026
Welcome to Nosterna. These Terms of Service (“Terms”) govern your use of our website and your purchase of products from Nosterna.
By accessing our website or placing an order, you agree to these Terms. Nothing in these Terms is intended to exclude or restrict any statutory consumer rights that cannot legally be excluded under applicable UK law.
1. About Us
Nosterna is an online retailer offering pet products and accessories to customers in the United Kingdom.
Company Number: 16751893
Registered Office:
20 Wenlock Road
London, N1 7GU
United Kingdom
Email: contact@nosterna.co
Phone: +44 7897 011674
Website: Nosterna
Throughout these Terms, “Nosterna”, “we”, “us”, and “our” refer to the business operating Nosterna. “You” and “your” refer to customers and visitors using our website.
2. Eligibility
By placing an order through our website, you confirm that you are legally capable of entering into a binding contract.
You are responsible for ensuring that all information provided when placing an order is accurate, complete, and current.
3. Products
We make reasonable efforts to ensure that product descriptions, photographs, specifications, dimensions, colours, prices, and other information displayed on our website are accurate.
However, colours and appearance may vary depending on your screen, device settings, lighting, and photography.
Minor variations in packaging, appearance, or design may occur where they do not materially change the product purchased.
Nothing in these Terms affects our obligation to provide products that conform to the contract and applicable UK consumer law.
4. Pet Products
Our pet products should be used according to their intended purpose and any instructions, warnings, sizing information, or other guidance supplied with the product.
Customers are responsible for selecting products appropriate for their pet's size, age, behaviour, and individual circumstances.
Pets should be appropriately supervised when using products where supervision is reasonably necessary.
Unless specifically stated otherwise, product information provided on our website is for general informational purposes and should not be considered veterinary or medical advice.
For questions concerning your pet's health, please consult an appropriately qualified veterinary professional.
5. Prices
Product prices are displayed on our website.
Any applicable taxes, delivery charges, and other mandatory costs will be displayed as required before you complete your purchase.
We may change product prices from time to time. Changes will not normally affect orders already accepted.
If an obvious pricing or listing error occurs, we may contact you to explain the issue and provide available options in accordance with applicable law.
6. Placing an Order
When you submit an order through Nosterna, you are offering to purchase the selected products.
After placing an order, you should receive an electronic order confirmation.
We may decline or cancel an order where reasonably necessary, including where:
- A product is unavailable
- Payment cannot be authorised
- Delivery cannot be made to the supplied address
- We reasonably suspect fraudulent or unauthorised activity
- An obvious pricing or listing error has occurred
- Quantity restrictions apply
- We are required to do so by law
If we cancel an order after receiving payment and the products will not be supplied, we will refund the applicable amount.
7. Payment
Available payment methods will be displayed during checkout.
By providing payment information, you confirm that you are authorised to use the selected payment method.
Payments may be processed through third-party payment service providers.
You are responsible for providing accurate billing and payment information.
8. Shipping & Delivery
We currently ship within the United Kingdom only.
Our standard estimated delivery timeframe is:
Order Processing: 1–3 business days
Shipping / Transit: 3–5 business days
Estimated Total Delivery: 4–8 business days
Business days generally exclude weekends and UK bank holidays.
Delivery times are estimates unless expressly stated otherwise.
For additional information, please review our Shipping Policy.
Your statutory rights regarding delivery are not affected by these estimates.
9. Risk and Ownership
Where we arrange delivery to a consumer, responsibility for the goods remains with us until they come into your physical possession or the physical possession of a person identified by you to receive them, subject to applicable law.
Ownership of products transfers in accordance with applicable law and the terms of the transaction.
10. Cancellation Rights
UK consumers purchasing eligible products online generally have a statutory right to cancel their purchase within 14 days after receiving the goods, subject to applicable legal exceptions.
After notifying us of a valid cancellation, you generally have a further 14 days to return the goods.
For complete information about cancellations and returns, please review our Return & Refund Policy.
11. Returns & Refunds
Returns and refunds are handled in accordance with our Return & Refund Policy and applicable UK consumer law.
To request a return, please contact:
We will provide appropriate return instructions.
Do not send returns directly to our registered office unless our customer support team specifically confirms that it is the correct return address.
12. Faulty, Damaged or Incorrect Products
Please inspect your order after delivery.
If a product is faulty, damaged, incorrect, or not as described, please contact us as soon as reasonably possible.
We may request photographs or other reasonable information to help us investigate.
UK consumers have statutory rights regarding goods that are faulty, not of satisfactory quality, not fit for purpose where applicable, or not as described.
Depending on the circumstances, available remedies may include a refund, repair, replacement, or price reduction.
Nothing in these Terms excludes or restricts those statutory rights.
13. Hygiene & Pet Products
Certain pet products may be subject to hygiene-related return restrictions where permitted by applicable UK law.
For example, the statutory change-of-mind cancellation right may not apply to certain sealed goods that are unsuitable for return for health-protection or hygiene reasons once they have been unsealed.
Any such restriction does not affect your rights if a product is faulty, damaged, incorrect, or not as described.
14. Promotions, Discounts & Free Gifts
From time to time, Nosterna may offer:
- Promotional discounts
- Discount codes
- Multi-buy offers
- Product bundles
- Free gifts
- Limited-time offers
Promotions may be subject to eligibility requirements, qualifying products, minimum purchase amounts, expiry dates, stock availability, or other conditions displayed with the offer.
Promotional codes generally have no cash value and cannot be exchanged for cash unless otherwise required by law.
Where a free gift is included with a qualifying purchase, the applicable conditions will be communicated with the offer.
15. Product Availability
All products are subject to availability.
Adding a product to your shopping basket does not necessarily reserve that product.
If a product becomes unavailable after you place your order and we cannot fulfil it, we will contact you and provide an appropriate refund for the unavailable product where payment has already been taken.
16. Website Use
You agree not to use our website:
- For unlawful or fraudulent purposes
- To interfere with the operation or security of the website
- To introduce viruses, malware, or harmful code
- To attempt unauthorised access to our systems
- To impersonate another person
- To submit false or misleading information
- To infringe intellectual-property rights
- To collect information about other users without authority
- In any other way prohibited by applicable law
We may restrict access where reasonably necessary to protect our website, customers, systems, or business.
17. Intellectual Property
Unless otherwise stated, content created or owned by Nosterna, including applicable branding, text, graphics, logos, photographs, designs, and website materials, is owned by, licensed to, or lawfully used by the business operating Nosterna.
Our website may be used for personal, non-commercial shopping purposes.
You may not reproduce, distribute, republish, modify, or commercially exploit protected website content without appropriate permission.
Third-party trademarks and intellectual property remain the property of their respective owners.
18. Customer Reviews & User Content
If our website allows customers to submit reviews, photographs, comments, or other content, submitted content must not be knowingly false, misleading, fraudulent, defamatory, unlawful, abusive, or infringing.
We may moderate or remove content where reasonably necessary.
Reviews displayed as customer reviews should reflect genuine customer experiences.
19. Third-Party Services
Our website may use third-party services for functions such as:
- Payment processing
- Website hosting
- Shipping and fulfilment
- Analytics
- Advertising
- Customer support
These independent services may be subject to their own terms and privacy policies.
Our website may also contain links to third-party websites. We are not responsible for the independent content or practices of those websites.
20. Limitation of Liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
Nothing in these Terms is intended to exclude statutory consumer protections or liability that cannot legally be excluded.
For consumer purchases, we are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill, subject to applicable law.
To the extent permitted by law, we are not responsible for losses that were not reasonably foreseeable when the contract was entered into.
21. Events Outside Our Reasonable Control
We will not be responsible for delays or failures caused by circumstances outside our reasonable control to the extent permitted by applicable law.
These circumstances may include:
- Severe weather
- Natural disasters
- Carrier disruptions
- Transportation interruptions
- Widespread technical failures
- Government actions
- Other comparable events outside our reasonable control
Nothing in this section removes statutory rights or remedies available to consumers.
22. Privacy
Our collection and use of personal information is explained in our Privacy Policy.
Our website may also use cookies and similar technologies in accordance with applicable privacy requirements and the choices provided through our cookie controls.
23. Changes to These Terms
We may update these Terms periodically to reflect changes to our business, services, products, or legal requirements.
When we make changes, the updated version will be published on our website and the Last Updated date will be revised.
Changes will not retrospectively remove contractual or statutory rights already acquired by customers.
24. Governing Law
These Terms are governed by the laws of England and Wales.
Consumers living elsewhere in the United Kingdom may also benefit from mandatory consumer protections and applicable rights regarding where legal proceedings may be brought.
Nothing in these Terms deprives you of mandatory consumer rights available under applicable law.
25. Contact Us
If you have questions about these Terms, our products, or an existing order, please contact:
Nosterna
Company Number: 16751893
Registered Office:
20 Wenlock Road
London, N1 7GU
United Kingdom
Email: contact@nosterna.co
Phone: +44 7897 011674
Website: Nosterna