Terms of service

The Tesoro Standard

Tesoro Pet Company (TPC) is the inaugural pet-care division of Tesoro Group Global Ltd (TGG). By engaging with the Brand, you are entering into a contract for refined pet lifestyle products governed by the TGG Validation Protocol. We act as the Seller of Record for all transactions across our primary territories: the United Kingdom, the United States, and Australia.

Local Fulfilment & Responsibility

To ensure the highest standard of service and a reduced carbon footprint, we partner with premium local suppliers within your respective territory. While fulfilment is handled locally, Tesoro Pet Company remains your primary point of contact and is legally responsible for the quality, safety, and delivery of your selections.

Territory-Specific Rights

  • United Kingdom: Your rights are protected under the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
  • United States: Transactions are governed by the FTC Mail, Internet, or Telephone Order Merchandise Rule.
  • Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

Pricing & Currency

Prices are displayed in the local currency of your detected region (£, $, or AU). Through our global payment architecture, all prices include applicable local sales taxes (VAT/GST) unless otherwise stated at checkout.

2. Shipping & Delivery: Refined Logistics

We believe in the preservation of quality; therefore, every Tesoro selection is dispatched from a local partner within your own country (UK, USA, or Australia).

Bespoke Orchestration

To ensure the aesthetic and functional integrity of your selection, please allow a deliberate 2–4 business day window for curation and preparation for dispatch. This orchestration ensures every item meets the standards of the Group before entering our premium courier network.

Transit & The Unboxing Experience

  • Shipping Rates: We offer complimentary standard shipping on all selections exceeding £150, $200, orAU300.
  • Transit Times: Once prepared, transit is typically 3–5 business days (UK & Australia) or 5–10 business days (USA).
  • Security: Your selection will arrive in discreet, white-label packaging to ensure its safe passage from our local partners to your sanctuary.
  • Tracking: You will receive digital tracking credentials the moment your selection begins its journey.

The 30-Day Sovereign Guarantee

In accordance with international consumer protections, should we be unable to initiate the dispatch of your item within 30 days of placement, we will provide an immediate notification. In such instances, you will be offered a revised orchestration timeline or a full, prioritized refund to your original payment method.

3. Returns & Exchanges: The Commitment to Excellence

To maintain the clinical and hygienic integrity of our collection, all returns must be orchestrated through our digital concierge.

1. Return Windows by Territory

  • UK & Australia: A 14-day "Change of Mind" window, however, the item must be received at the local hub within 14 days of notification date.
  • USA: A 30-day satisfaction guarantee on most lifestyle items.

2. Hygiene & Safety Standards

For the health and safety of the modern companion, we cannot accept returns on "Tesoro Play" (toys) or "Tesoro Terra" (beds/linens) once the protective seal has been broken or the item has been removed from its original packaging, unless found to be faulty. For technical selections within the "Intel" range, we may require a brief video diagnostic via our digital concierge to expedite your replacement.

3. The Return Process

To ensure efficiency, please do not return items to our corporate head office.

  1. Contact concierge@tesoropetco.com to receive digital documentation.
  2. Follow the instructions provided to ship the item to your local territory’s fulfilment hub.
  3. Once inspected, refunds are issued to your original payment method within 10 business days. Note: Original shipping fees are non-refundable for change-of-mind returns.

4. Faulty Goods

  • Australia: If a product experiences a "major failure," you are entitled to a replacement or refund under the ACL.
  • UK/USA: Faulty items, including the technology range, will be replaced or refunded within 30 days of discovery of the fault, in accordance with local law.

Tesoro Group Global (TGG) Ltd Reg. 17068761 t/a Tesoro Pet Co. Brewery House, High St, Twyford, Winchester SO21 1RG