Terms of service
# Terms of Sale
**Fortis Pet | XVI Holdings Ltd**
Company Number: 12162844
Registered Address: 124 City Road, London, EC1V 2NX
*Last updated: February 2026*
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## 1. About Us
These terms apply to all orders placed through fortispet.co.uk. The website is operated by XVI Holdings Ltd, trading as Fortis Pet.
- **Email:** hello@fortispet.co.uk
- **Registered Address:** 124 City Road, London, EC1V 2NX
- **Company Number:** 12162844
- **VAT Number:** [IF VAT REGISTERED]
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## 2. Our Products
All products listed on fortispet.co.uk are intended for dogs unless otherwise stated.
Our cold-pressed dog food is classified as **Complete Feed for Dogs** and is formulated to meet your dog’s full nutritional requirements when fed according to our guidelines.
Our supplements are classified as **Complementary Feed for Dogs** and are intended to supplement your dog’s diet. They are not a substitute for a complete and balanced diet.
Product images are for illustration purposes only. Actual packaging may vary slightly. We make every effort to ensure product descriptions and compositions are accurate at the time of listing.
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## 3. Placing an Order
When you place an order through our website, you are making an offer to purchase goods. We will send you an order confirmation email acknowledging your order. This confirmation does not constitute acceptance of your order.
A legally binding contract between you and XVI Holdings Ltd is formed when we dispatch your goods to you. We will send you a dispatch confirmation email at that point.
We reserve the right to refuse or cancel any order for any reason, including but not limited to product availability, errors in pricing or product information, or suspected fraudulent activity. If we cancel your order after payment has been taken, we will issue a full refund.
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## 4. Pricing
All prices shown on the website are in pounds sterling (£) and include VAT where applicable. Delivery charges are shown separately before you complete your order.
We make every effort to ensure pricing is accurate. If we discover an error in the price of a product you have ordered, we will contact you to inform you of the error and give you the option to continue with the order at the correct price or cancel for a full refund.
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## 5. Payment
We accept payment via the methods shown at checkout. Payment is taken at the time of placing your order. All payments are processed securely through Shopify Payments.
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## 6. Delivery
We aim to dispatch orders within 1–2 working days. Standard delivery is 3–5 working days from dispatch.
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we will deliver your goods within **30 days** of the date of purchase unless a different delivery date has been agreed.
If we are unable to deliver within 30 days, we will inform you and offer you the option to agree a new delivery date or cancel for a full refund.
Risk in the goods passes to you on delivery. If you have nominated a third party to accept delivery, risk passes to them on their receipt of the goods.
For full details, please see our [Delivery Policy](/pages/delivery-policy).
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## 7. Your Right to Cancel
You have the right to cancel your order within **14 days** of receiving your goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For full details on how to cancel, what can be returned, and the refund process, please see our [Returns & Cancellation Policy](/pages/returns-cancellation-policy).
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## 8. Faulty or Misdescribed Goods
Under the Consumer Rights Act 2015, you have legal rights if goods are faulty, not as described, or not fit for purpose. These rights last for up to 6 years from delivery (5 years in Scotland), though after the first 6 months the burden of proof shifts to you to demonstrate the goods were faulty at the time of delivery.
If goods are faulty or misdescribed, you may be entitled to a repair, replacement, or refund depending on the circumstances and how long you have had the goods. Nothing in these terms affects your statutory rights.
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## 9. Our Liability
We are responsible for losses you suffer caused by us breaking this contract, unless the loss is unexpected, caused by a delaying event outside our control, or something you could have avoided by taking reasonable action.
We do not exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or breach of your legal rights in relation to the products.
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## 10. Complaints
If you are unhappy with any aspect of your order or our service, please contact us:
- **Email:** hello@fortispet.co.uk
- **Post:** XVI Holdings Ltd, 124 City Road, London, EC1V 2NX
We aim to resolve all complaints within 14 days.
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## 11. Personal Data
We process your personal data in accordance with our [Privacy Policy](/pages/privacy-policy). By placing an order, you consent to the processing of your data as described in our Privacy Policy.
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## 12. Governing Law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
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## 13. Changes to These Terms
We may update these terms from time to time. The version in force at the time you place your order will apply to that order.
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## Contact
XVI Holdings Ltd
124 City Road, London, EC1V 2NX
Email: hello@fortispet.co.uk
Website: fortispet.co.uk