5-Year Protection Plan – Terms & Conditions (v2.0, July 2026)
The short version: if a product you've protected with Pets Own Us Total Cover develops a fault within 5 years, we'll fix it. If we can't fix it, we'll replace it. If we can't replace it, we'll give you a full refund. No proving what caused it, no arguing about manufacturer small print, no fuss. Below is the full detail in plain English.
1. Who we are, and some definitions
Pets Own Us Total Cover ("Total Cover", "the plan") is provided by AP Acquisitions Ltd, trading as Pets Own Us (company number 15955762), 128 City Road, London, EC1V 2NX, United Kingdom. Email: support@petsownus.co.uk. In these terms, "we", "us" and "Pets Own Us" mean AP Acquisitions Ltd; "you" means the person who bought the plan or a person the product and plan have been validly transferred to; "the product" means the single item this plan was bought for in the same order; and a "fault" means a failure of the product or a component to function as designed, in normal domestic use, that is not caused by an excluded event listed in sections 5 and 6.
2. What Total Cover is (and isn't)
Total Cover is a service commitment from us, the retailer of your product: an extended guarantee that we will repair or replace your product if it develops a fault, for 5 years from the date of delivery. It is not an insurance policy, and it does not cover accidental damage, loss or theft.
It also sits on top of, and never replaces, your statutory rights under the Consumer Rights Act 2015. You always have the legal right to a remedy from us if a product was faulty or insufficiently durable when we sold it. What Total Cover adds is certainty and simplicity: for 5 full years you never need to prove when or why a fault arose, and you deal with one friendly team who sort it quickly.
3. What qualifies
- Any product where Total Cover is offered on the product page, when the plan is added to the same order as the product.
- Your cover lasts 5 years in total from the day your product is delivered. It runs alongside the manufacturer's warranty in the early years (during which we handle any manufacturer claim for you) and carries on after it ends.
- Cover applies to normal domestic use by you and your pets, with the basic care described in the product manual and our care instructions (for example, rinsing off salt water, sand and mud after beach days, and storing the product indoors).
- The plan stays with the product: if you gift or pass the product on, the remaining cover transfers with it. Just email us so we can update our records.
4. What we'll do when you claim
- Repair first. For most faults we'll send you a replacement part (wheel, brake, connector, cover and so on) free of charge, with simple instructions, or arrange a repair.
- Replace if we can't repair. If a repair isn't practical, we'll replace your product with the same model, or the nearest equivalent current model if yours has been discontinued. The replacement will always be of the same or greater value than your original purchase.
- Full refund if we can't do either. If no repair or equivalent replacement is possible, we'll refund the price you paid for the product in full, to your original payment method or as store credit, whichever you prefer.
- A replacement or refund completes the plan. Repairs don't: your cover simply continues for the rest of the 5 years. If we replace your product, you're welcome to buy a new Total Cover plan for the replacement within 30 days of receiving it.
- We pay all postage on valid claims, both ways: returns for inspection, replacement parts and replacement items. We never charge call-out, admin or excess fees.
5. What's covered and what isn't, by product type
The principle behind every example: faults are covered; wear, accidents and damage caused by use outside our care instructions aren't. Wear-and-tear parts (tyres, inner tubes, fabric fading, harness webbing and foam padding) are consumables, like brake pads on a car, and replacements are generally available to purchase on request.
Strollers, prams & bike trailers
| Covered ✓ | Not covered ✗ |
|---|---|
| The folding mechanism jams or a frame weld cracks within the warranty period | A tyre puncture, or worn tyre tread (wear part, spares available) |
| A wheel bearing seizes or a wheel no longer locks onto its axle | Your dog chews through the mesh panel or the zip pull |
| The brake cable snaps or the brake stops holding on a hill | Fabric faded after long-term storage in direct sun |
| A zip, buckle or safety-tether anchor fails at the seam in normal use | Damage from a car-boot collision, a drop or a crash (accidental damage) |
| The handle-height adjuster no longer holds its position | Overloading past the stated weight limit, or towing above the rated speed |
Dog wheelchairs
| Covered ✓ | Not covered ✗ |
|---|---|
| The frame cracks or a weld fails in normal daily use | Harness webbing or padded straps worn through over time (wear parts, spares available) |
| A cam lock, clamp or height adjuster stops holding its setting | Sizing problems: the wrong size ordered, or your dog's weight/shape changing |
| A wheel, axle or bearing develops a fault | Rubbing or sores caused by fitting not following the sizing guide (talk to us, we'll help with fit, but it isn't a product fault) |
| Push-rim or strut connector fails within the warranty period | Damage from a dog chewing the harness or scratching the frame |
Carriers, bags & car seats
| Covered ✓ | Not covered ✗ |
|---|---|
| A zip splits or a seam fails in normal use | Interior chewed, scratched or soiled by your pet |
| A strap anchor point tears away from its stitching | Damage caused by an airline or courier (claim against the carrier, we'll help with evidence) |
| A telescopic handle or frame support jams or snaps | Stains, odours and general cosmetic wear |
| Trolley wheels stop rotating due to a bearing fault | Wheels worn down by months of kerb and gravel use (wear part) |
6. The general exclusions, in one place
- Wear-and-tear parts: tyres, inner tubes, fabric fading, velcro, harness webbing, straps, foam and padding.
- Chewing or scratching by pets, and accidental damage of any kind (drops, collisions, crushing, water immersion).
- Misuse: exceeding stated weight limits, use contrary to the product manual or our care instructions, or leaving products permanently outdoors.
- Commercial use (dog walkers, boarders, breeders and shows). Contact us for commercial cover instead.
- Modifications or repairs using non-genuine parts not supplied or approved by us.
- Cosmetic marks that don't affect function, and products bought anywhere other than petsownus.co.uk.
7. How to claim
Email support@petsownus.co.uk with your order number, a description of the problem and a couple of photos (or a short video if it's easier to show). We respond within 2 working days. Occasionally we'll ask you to send the product back so we can inspect it; if we do, we cover the postage.
8. Changing your mind
You can cancel Total Cover within 30 days of purchase for a full refund of the cover price, provided you haven't made a claim. This is more generous than your 14-day statutory cancellation right, which also applies. To cancel, just email us.
9. Our liability
- Our total liability under this plan is limited to the remedies in section 4: repair, replacement of the same or greater value, or a full refund of the product price. We are not liable under this plan for indirect or consequential losses (for example, travel costs or missed events while a repair is arranged).
- Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law, and nothing reduces your statutory rights as a consumer.
10. The sensible small print
- If a spare part or equivalent replacement genuinely no longer exists (for example, a supplier has closed), section 4 still protects you: you'll receive a full refund of the product price. You'll never be left with nothing.
- One Total Cover plan protects one product. The plan can't be moved to a different product.
- Business changes: we may transfer our rights and obligations under this plan to another organisation (for example, if our business is sold), but this will never reduce your cover or your rights under these terms.
- Changes to these terms: we may update these terms for plans sold in future, but the terms that apply to your plan are the ones published on the day you bought it. We'll never change your plan to your disadvantage after purchase.
- If any part of these terms is found to be unenforceable, the rest continues to apply.
- If you're ever unhappy with how we've handled a claim, email us with "complaint" in the subject line and one of the owners will personally review it within 5 working days.
- These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in your local courts.
Pets Own Us Total Cover is a service commitment given by Pets Own Us as the seller of your product. It is not a contract of insurance. Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are unaffected. © AP Acquisitions Ltd 2026.
