Terms of service

Terms of Sale & Concierge Delivery Policy

Last updated: October 17, 2026

1. The Tesoro Standard & Seller of Record

Tesoro Pet Company ("TPC") is a trading division of Tesoro Group Global Ltd ("the Group", "we", "us", "our"). We act as the Seller of Record for all transactions across our primary operating territories: the United Kingdom, the United States, and Australia.

Local Fulfilment & Responsibility:

To uphold our commitment to service excellence and environmental responsibility, every item is dispatched from a verified domestic partner within your respective territory (UK, USA, or Australia). While fulfilment is executed locally, Tesoro Pet Company remains your sole point of contact and is legally responsible for order processing, delivery management, customer care, and warranty or return resolutions.

Territory Statutory Frameworks:

United Kingdom: Governed by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
United States: Governed by federal regulations including the FTC Mail, Internet, or Telephone Order Merchandise Rule and applicable state consumer protection statutes.
Australia: Governed by the non-excludable statutory guarantees set forth under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010.

2. Pricing, Currency & Tax Governance

Prices across tesoropetco.com are automatically displayed in the local currency of your detected region (£ GBP, $ USD, or AU$ AUD).

United Kingdom & Australia: Displayed prices are inclusive of local sales taxes (UK VAT or Australian GST) where Tesoro Group Global Ltd has a statutory obligation to collect and remit.
United States: Applicable state and local sales taxes are calculated at checkout based on the delivery destination and local economic nexus thresholds.
Shipping Costs: Applicable shipping fees are clearly itemized and displayed during the checkout process prior to payment authorization.

3. Order Processing, Delivery & Risk of Loss

Preparation Window:

Please allow 2 to 4 business days for order curation and dispatch preparation. This ensures every selection passes our quality inspection protocols before release to our logistics network.

Estimated Transit Windows:

United Kingdom: 5 – 9 business days
United States: 7 – 14 business days
Australia: 5 – 9 business days

Note: Delivery timeframes are estimates rather than guaranteed delivery dates. Should an unexpected delay occur, our Concierge desk will notify you immediately.

Complimentary Standard Delivery:

We provide complimentary standard shipping on orders exceeding the following thresholds:

United Kingdom: £150
United States: $200
Australia: AU$300

Risk of Loss & Transfer of Title:

Risk of loss and title for all purchased items pass to you upon successful delivery of the items to your designated delivery address by our primary logistics partners.

Failed or Undeliverable Packages:

If a delivery cannot be completed due to an incorrect or incomplete shipping address provided at checkout, or due to a failure to collect the parcel from a designated courier depot following clear notification, any return-to-sender or re-dispatch fees incurred may be deducted from any applicable refund.

30-Day Dispatch Guarantee:

If we are unable to dispatch your order within 30 days of purchase (or the agreed estimated timeframe), we will contact you to offer either a revised delivery schedule or an immediate, full refund to your original payment method.

4. Returns, Cancellations & Client Rights

All returns must be initiated through our digital concierge (concierge@tesoropetco.com). Do not return items to our corporate head office.

A. Territorial Return Windows

United Kingdom: You have the statutory right to cancel your order within 14 calendar days of receiving your items without giving a reason. Upon notifying us, you have a further 14 calendar days to dispatch the goods back to our designated local hub. Standard outbound shipping costs will be refunded; standard change-of-mind return shipping fees remain the client's responsibility.
Australia: We offer a voluntary 14-day change-of-mind return window from the date of delivery. This policy is in addition to, and does not limit, your statutory rights under the Australian Consumer Law.
United States: We provide a 30-day satisfaction guarantee from the date of delivery for eligible lifestyle selections.

B. Hygiene & Health Exclusions

In accordance with health and hygiene regulations, we cannot accept change-of-mind returns on items within the "Tesoro Play" (toys) or "Tesoro Terra" (beds and linens) collections once the protective hygienic seal is broken or the product has been removed from its original packaging, unless the item is verified as faulty.

C. The Return Process & Refunds

Contact concierge@tesoropetco.com to receive authorized digital return documentation and your domestic hub address.
Package the item securely in its original packaging and dispatch it using the provided instructions.
Upon inspection and approval at our local hub, refunds will be issued to your original payment method within 10 business days (and no later than 14 calendar days from receipt of goods). Original outbound shipping fees are non-refundable for change-of-mind returns outside statutory UK obligations.

5. Faulty Goods & Technology Selection Terms

If an item arrives damaged, defective, or fails to perform as specified:

Australia (ACL Statutory Guarantees): If a product suffers a Major Failure (e.g., unfit for purpose, unsafe, or substantially defective), you are entitled to choose a replacement or a full refund. For Minor Failures, we reserve the right to repair or replace the item within a reasonable timeframe.
United Kingdom & United States: Faulty goods will be repaired, replaced, or refunded in accordance with your statutory rights (such as the 30-day right to reject faulty goods under the UK Consumer Rights Act 2015).
Technology & Connected Range ("Tesoro Intel"): For smart or connected selections, optimal functionality relies on maintaining compatible device specifications and routine software updates. Diagnostic verification (such as a brief video or diagnostic log) via our digital concierge may be requested to confirm system status and expedite a replacement or technical fix. Temporary maintenance or minor software updates do not constitute a product hardware defect.

6. Corporate & Contact Identity

Tesoro Pet Co is a trading name of Tesoro Group Global (TGG) Ltd.

Registered Office: Brewery House, High St, Twyford, Winchester, UK, SO21 1RG

Company Registration: 17068761 | VAT Registration: GB 527 4134 02

Concierge Support:

Email: concierge@tesoropetco.com