Terms of service
Last updated: 8 August 2026
1. About us
This website, pettone.co.uk (the Website), is operated by ENOTEP UK LTD, trading as Pettone (Pettone, we, us or our).
ENOTEP UK LTD is a private limited company registered in England and Wales under company number 15918550. Our registered office and trading address is 5 Bakers Lane, Lichfield, England, WS13 6NF.
You can contact us at:
- Email: info@pettone.co.uk
2. These terms
These Terms of Service apply when you use the Website or order products from us. Our Cake Cancellation and Refund Policy and Collection Policy form part of the agreement between you and us. Our Privacy Policy and Cookie Policy explain how we use personal information and website technologies.
Please read the policies that apply to your order before you place it. Nothing in these terms excludes or limits any rights you have under applicable consumer law.
You must be at least 18 years old to place an order. If you are under 18, a parent or legal guardian must place the order for you.
3. Our current service
We currently accept online pre-orders for freshly made cakes for collection from our Lichfield shop. We do not currently offer delivery or postal shipping through the Website.
Any future delivery service or retail products will be subject to the information shown on the relevant product page, at checkout, and in the policies in force at that time.
4. Product information
We take reasonable care to ensure that product descriptions, prices, photographs, sizes and other information are accurate.
Our cakes are handmade. Small variations in colour, finish, decoration, positioning and appearance are normal and do not by themselves mean that a cake is faulty or not as described. Screen settings and lighting can also affect how colours appear. Any serving-size guidance is approximate.
Photographic props, character decorations or other items are not included unless the product description expressly says that they are included.
Products are subject to availability. If we cannot supply an item after accepting your order, we will contact you and offer a suitable alternative where appropriate or refund the amount paid for the unavailable item.
5. Food allergens and dietary requirements
Please review the allergen information provided for a product before placing your order. Mandatory allergen information is available on the relevant product page or from us before purchase and will also be provided with or at collection of the product.
If you have a food allergy, intolerance, coeliac disease or another dietary requirement, contact us before ordering so that you can make an informed decision. Do not place an order if the allergen information you need is unavailable or unclear.
We handle a range of ingredients in our kitchen. Where we identify an unavoidable risk of allergen cross-contact that cannot be sufficiently controlled, we will provide an appropriate precautionary warning. A statement such as “may contain” is not a substitute for our food-safety procedures.
You are responsible for giving us accurate dietary and allergen information. We will only agree to a special dietary request if we confirm it in writing. Labels such as “vegan” or “gluten-free” describe ingredients or recipes as stated; they do not guarantee the absence of cross-contact unless we expressly confirm that guarantee.
6. Cakes intended for pets
A product described as a dog cake or pet product is intended only for the animal stated in its description and is not intended for human consumption unless we expressly say otherwise.
Please check all ingredients and feeding information before ordering and before giving the product to your pet. You are responsible for deciding whether a product is suitable for your pet, taking account of known allergies, intolerances, health conditions and veterinary advice. If you are unsure, consult a veterinary professional before use. Pet cakes and treats should be fed in moderation and should not replace a complete, balanced diet unless the product expressly says otherwise.
Nothing in this section limits your legal rights if a product is unsafe, faulty or not as described.
7. Placing an order and forming the contract
Your order is an offer to buy the products in your basket. Please check your product choices, personalisation, collection date and time, contact details, allergen information and total price carefully before submitting it.
After you place an order, we may send an automatic acknowledgement. An acknowledgement confirms that we received your order but does not necessarily mean that we have accepted it. A binding contract is formed when we send you an order confirmation accepting the order.
We may decline or cancel an order before acceptance where, for example:
- a product or collection slot is unavailable;
- there is an obvious error in the description or price;
- we cannot safely or reasonably meet a requested customisation or dietary requirement;
- payment is not authorised; or
- we reasonably suspect fraud, misuse or unlawful activity.
If we have taken payment for an order that we do not accept, we will refund it to the original payment method.
8. Personalised and custom orders
You are responsible for checking all names, dates, spellings, wording, images and other personalisation submitted with your order. We may refuse content that is unlawful, infringing, discriminatory, threatening or otherwise inappropriate.
By giving us an image, logo, wording or other material, you confirm that you have the right to ask us to use it for your order. We will use customer-supplied material only as reasonably necessary to make and administer the order, unless you separately agree to another use.
Changes requested after acceptance are subject to our agreement, availability, production progress and any resulting price difference. We cannot guarantee that a late change will be possible.
9. Prices and payment
Prices are in pounds sterling. ENOTEP UK LTD is not currently VAT registered, so we do not charge VAT. The total price payable will be shown before you place your order.
We accept the payment methods displayed at checkout. You confirm that you are authorised to use the payment method you provide. Payment processing is provided through Shopify and its payment partners.
If we discover an obvious pricing error that you could reasonably have recognised as an error, we may cancel the affected order and issue a refund. Otherwise, we will honour the price accepted as part of the contract.
10. Collection
Orders must be collected from Pettone, 5 Bakers Lane, Lichfield, England, WS13 6NF, during the confirmed collection slot. Please bring your order confirmation or other information that allows us to identify the order.
You may authorise another person to collect for you, but they must be able to identify the order. We may ask for reasonable evidence of authority or identity where necessary to protect you or prevent fraud.
If you expect to be late, contact us as soon as possible. Because cakes are perishable, we can only hold an order for as long as it remains safe and practicable to do so. Our Collection Policy explains late collection, non-collection, transport and storage in more detail.
Responsibility for the product passes to you when you or a person authorised by you collects it. After collection, you are responsible for safe transport, handling and storage in accordance with the information supplied with the product.
11. Changes, cancellation and refunds
Fresh cakes deteriorate rapidly and many of our cakes are made to your specification or personalised. The statutory 14-day change-of-mind cancellation right for ordinary distance purchases does not generally apply to those products.
We nevertheless offer a full refund where you email info@pettone.co.uk to cancel at least 72 calendar hours before the start of your confirmed collection slot. Cancellations sent less than 72 hours before collection are handled under our Cake Cancellation and Refund Policy. Any amount retained will be limited to the reasonable losses caused by the cancellation, taking account of costs already incurred and our ability to reduce or avoid those losses.
If we cancel an accepted order for reasons not caused by you, you may choose an agreed alternative where available or receive a full refund for the cancelled product.
12. Your rights if something is wrong
We are responsible for supplying products that are of satisfactory quality, fit for any purpose made known to us and as described. These are legal rights under the Consumer Rights Act 2015 and are separate from any goodwill cancellation arrangements.
If you believe a product is unsafe, damaged, faulty or not as described, stop using or consuming it where appropriate and contact us as soon as reasonably possible at info@pettone.co.uk. Photographs and details of the issue can help us investigate quickly, and we may ask you to keep or return the product where it is safe and reasonable to do so. These requests do not remove your statutory rights.
Depending on the circumstances and your legal rights, the appropriate remedy may include a replacement, price reduction or refund. Approved refunds will be made to the original payment method without undue delay.
13. Accounts and Website security
If you create an account, you must provide accurate information and keep your login details secure. Tell us promptly if you believe your account has been used without permission.
You must not:
- use the Website for unlawful or fraudulent purposes;
- attempt to gain unauthorised access to the Website, another account or connected systems;
- introduce malware or interfere with the Website’s operation or security;
- scrape, copy or exploit Website content for commercial purposes without permission; or
- place orders for unauthorised resale or in a way that disrupts our service.
We may restrict or suspend access where reasonably necessary to protect the Website, our customers or our rights, or where these terms are materially breached.
14. Intellectual property
The Website and its content—including our branding, photographs, designs, graphics, text and layout—are owned by or licensed to us and are protected by intellectual property law.
You may view and use the Website for personal, non-commercial shopping purposes. You may not reproduce, distribute, modify, publish or commercially exploit our content without prior written permission, except where the law allows it.
15. Reviews and other submitted content
If you submit a review, photograph or other content for publication, you confirm that it is your own content or that you have permission to submit it, and that it is lawful and accurate as to your genuine experience.
You give us a non-exclusive, worldwide, royalty-free licence to host, reproduce and display that content for the purpose for which it was submitted. You keep ownership of your content. We may moderate or remove content where reasonably necessary, including where it is unlawful, irrelevant, contains personal data, is defamatory, or is not based on a genuine experience.
16. Third-party services and links
Our store is hosted by Shopify. Shopify collects and processes personal information when you visit the Website or place an order. This includes processing needed to provide the Shopify platform and, while Shopify Network Intelligence is enabled for our store, to provide enhanced services that use information from your interactions with Pettone, other Shopify merchants and Shopify. Those services may include platform improvement, personalisation, analytics and, where you have given any consent required by law, advertising-related services.
Information you submit through the Website is shared with Shopify and may also be shared with other service providers, including providers located outside the United Kingdom, so that they can provide their services. Our Privacy Policy explains these uses, international transfers, your choices and how to exercise your rights, and includes a link to Shopify's consumer privacy information.
The Website may also contain links to or features supplied by third parties, such as payment providers, maps and social-media services. Their own terms and privacy notices may apply when you use their services.
We are not responsible for third-party websites that we do not control. This does not affect our responsibility for fulfilling orders placed with Pettone.
17. Our responsibility to you
We do not exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, and defective products where liability cannot lawfully be excluded.
We are not responsible for losses that were not reasonably foreseeable when the contract was formed or that result from your failure to follow clear storage, handling, collection or usage instructions, except to the extent that we caused or contributed to the loss.
We supply products to consumers for private use. If you use a product for a commercial, resale or business purpose without our written agreement, we are not responsible for business losses such as loss of profit, revenue, contracts, opportunity or goodwill, to the extent permitted by law.
18. Events outside our reasonable control
We are not responsible for delay or failure caused by events outside our reasonable control. If such an event materially affects an accepted order, we will contact you as soon as reasonably possible, take reasonable steps to reduce the impact and, where the order cannot reasonably be fulfilled, offer an appropriate alternative or refund.
19. Personal information
We use personal information as described in our Privacy Policy and Cookie Policy. Please do not place sensitive personal information in a cake inscription or other free-text order field unless it is genuinely necessary for the order.
20. Changes to these terms
We may update these terms from time to time. The terms in force when we accept your order will apply to that order. Changes will not retrospectively reduce your rights under an existing contract.
21. General provisions
If a court finds part of these terms unlawful or unenforceable, the remaining parts will continue to apply.
If we delay enforcing a right, that does not mean we have waived it. You may not transfer your rights or obligations under an order without our agreement, except where the law permits. We may transfer our rights and obligations to another organisation, but only where this does not reduce your rights; we will tell you if this affects an existing order.
No person other than you and us has a right to enforce the contract between us, except where applicable law provides otherwise.
22. Governing law and disputes
These terms and our contracts with consumers are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts where you live and you retain any mandatory protections of that jurisdiction.
Please contact us first if you have a concern so that we can try to resolve it.
23. Contact us
Questions about these terms or an order can be sent to:
ENOTEP UK LTD trading as Pettone
5 Bakers Lane
Lichfield
England
WS13 6NF
Email: info@pettone.co.uk
Company number: 15918550