• Conditions – means these terms and conditions and the Special Conditions
• Product – means a product displayed for sale on the Website
• Product Description – means that part of the Website where certain terms and conditions in respect of the individual Product are provided
• Special Conditions – means the terms and conditions in the Product Description
• Users – means the users of the Website collectively
• Personal Information – means the details provided by you on registration
• We/us – means Pawz Please Limited, registered office 50a Netheravon Road, London, W4 2NA. Registered in England. Company registration number 16058412. VAT number GB479357829.
• Website – means the website located at www.pawzplease.com or any subsequent URL which may replace it
• Cookies – means small text files which our Website places on your computer's hard drive to store information about your shopping session and to identify your computer
• United Kingdom – means England, Wales, Scotland, Northern Ireland and the Channel Islands
• You – means a user of this Website.

Access

You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.

Registration

You warrant that:

• The Personal Data which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and
• You will notify us immediately of any changes to the Personal Data by updating these details on your online account.

You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

Indemnity

You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your shopping account and/or your Personal Information.

Our rights

We reserve the right to:

• modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
• change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.

Third party links

To provide increased value to our Users, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.

Recommendations

When you use our website, you'll see that we offer you recommendations, showing products we think you might like and could perhaps miss when you're browsing the site.

Please see our Privacy Notice if you'd like more information on how we use your personal data to recommend products to you.

Each product sold on the Pawz Please website is subject to its individual Product Description, which outlines specific details related to that item. This includes, without limitation, information regarding materials, dimensions, features, estimated delivery times, and any applicable warranties or after-care instructions.

We take every reasonable step to ensure that all information—including product descriptions, specifications, imagery, and pricing—displayed on www.pawzplease.com is accurate and up to date at the time the information is published. However, due to the nature of online retail, there may be rare instances where discrepancies or delays in updates occur.

Please note that:

While we aim to ensure the information on our website is as accurate and current as possible, we cannot guarantee that it reflects the precise status at the time of your order placement. Final pricing and availability will be confirmed during the checkout process, in line with our Order Acceptance Policy.

If a product description is found to contain a material error, and this affects your purchasing decision, you have the right to return the item in accordance with our Returns and Refunds Policy.

Orders

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website. Find out more about our Refund policy which is incorporated into these Conditions.

Contract creation and electronic contracting

The technical steps required to create the contract between you and us are as follows:

• You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website
• You'll need JavaScript enabled on your computer to buy products and check out. Please enable JavaScript in your browser, then refresh your browser to continue.
• We may send you an order acknowledgement email as soon as you place your order, and you will receive an order confirmation email detailing the Products you have ordered. These emails do not constitute acceptance of your order
• For items being delivered to you, when your product is shipped from our warehouse we will send you a despatch confirmation email
• Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance to our policy.
• For most products sent directly from our warehouse, your credit/debit card will be charged when your order is placed.
• If the product is being delivered direct to you from a supplier, for instance in the case of larger products such as small animal housing, you may be charged at any point between confirmation of your order and despatch. The exact timing of this will vary according to supplier and the product you're ordering

Non-acceptance of an order may be a result of one of the following:

• The product you ordered being unavailable from stock
• Our inability to obtain authorisation for your payment
• The identification of a pricing or product description error
• Your not meeting the eligibility to order criteria set out in the main Terms & Conditions
• If you are placing an order for an item that by law is age-restricted, then by clicking the order confirm button you are also confirming to us that you are of at least the legal age required to purchase the product. By clicking the order confirm button, you further acknowledge and consent to us taking steps to verify your age by reference to publicly-available third-party sources.  We reserve the right not to supply any age-restricted product where we reasonably believe that you are below the relevant minimum age. 
• All age-restricted goods must be received by a person who is at least 18 years old at the time of delivery or click & collect handover. We require this regardless of the relevant age limit for the age-restricted product. As an example, age-restricted digital media with an age restriction of 15 can only be given over at the point of delivery or Click & collect handover to an individual who is 18 years old or over.
• We reserve the right to request proof of age identification from you if your order contains age-restricted goods, and we are unsure that you are at least 18 years old at the point of delivery. For the delivery or handover of all age-restricted goods, we operate on a Challenge 25 basis, which means that if we think you look under the age of 25, we will ask you to show us proof of age identification. If you are asked for proof of age identification and are unable to provide us with any, we reserve the right to withhold the delivery.
• We reserve the right to limit the number of a given item that can be bought by an individual customer should we deem it appropriate. We also reserve the right to suspend your account and any associated accounts and contact you if we notice an unusual pattern of returns activity or there is other suspicious activity associated with your account or any associated accounts. In the event that this happens you will receive an email not notify you of this
• Should we have taken payment prior to non-acceptance of your Order then we will refund you, but please note that it can take up to 14 days for the bank to transfer the funds to you
  

The contract will be concluded in English.

The details of your specific contract will not be filed by pawzplease.com. If you do require any information regarding orders you have placed with pawzplease.com, please write to us at: Customer Services, pawzplease.com, 50a Netheravon Road, London, W4 2NA.

Consumer Contracts Regulations 2013 and Consumer Rights Act 2015

This legislation offers you the following cancellation rights when you buy online or by phone:

• You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 30 days after the day on which you receive the goods or services.
• Your right to return or cancel products does not apply to goods that are made to measure or are made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This doesn't affect your statutory rights if goods are faulty or not as described.
• If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
• To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
• You can cancel by email or write to: Customer Services, pawzplease.com, 50a Netheravon Road, London, W4 2NA.
• If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
• We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

Please see our Refund policy for further details.

We’re sorry to hear you’re not satisfied with your Pawz Please purchase. We want you (and your pet!) to be 100% happy. If you would like to return an item, you may do so within 30 days of the delivery date.

To return your order, please post it to:

Pawz Please Returns
50a Netheravon Road
London
W4 2NA
United Kingdom

Important Return Conditions:

• Items must be returned in new, unused condition and in original packaging to be eligible for a refund.
• Please include a note with your order number and contact details inside the return parcel.

Non-Returnable Items:

We cannot accept returns or offer exchanges/refunds for the following:

• Personalised accessories (e.g. custom name tags or charms)
• Customised collars or leashes
• Used bedding or pet carriers
• Opened hygiene-related items (e.g. pet toilets, drinkers)
• Final sale or clearance items

Please do NOT send these items back unless they arrived faulty or damaged.

Damaged or Faulty Items:

If your order arrives damaged or incorrect, please email us at support@pawzplease.com with:

• Your order number
• Clear photographs of the issue

We’ll be happy to resolve the issue promptly, and cover return postage for any confirmed faults.

Refund Processing:

Refunds are processed within 5 working days after we receive and inspect your return. It may take up to 14 working days for the refund to appear in your bank account, depending on your payment provider.

Return Postage & Proof of Delivery:

• Customers are responsible for return postage unless the item is faulty or incorrect.
• We strongly recommend using a tracked postal service and obtaining proof of postage, as we cannot issue refunds for items lost in transit without tracking.

Please note that original shipping costs are non-refundable, unless the item arrived faulty or incorrect.

As part of our customisable product offerings, Pawz Please allows customers to upload their own designs, images, or text for printing on select products.

By uploading a file or submitting custom content, you agree to the following:

1. Ownership & Permission

You confirm that:

• You either own the rights to the content you are uploading or have explicit permission from the rights holder to use it.
• Your uploaded content does not infringe any copyright, trademark, or intellectual property rights.
• Your content does not contain offensive, illegal, or harmful material, including hate speech, discriminatory imagery, or explicit content.

2. Moderation & Review

All uploaded content is subject to manual and/or automated review. We reserve the right to:

• Reject, modify, or cancel any order that includes content we deem to violate these Terms
• Refuse reproduction of any design that poses legal, ethical, or brand-alignment concerns, with or without prior notice

We aim to review custom uploads promptly, but turnaround times may vary depending on volume and complexity.

3. Licensing

By submitting your content, you grant Pawz Please a limited, non-exclusive, royalty-free license to use, reproduce, and modify the design for the sole purpose of fulfilling your order.

4. Refunds for Rejected Designs

If your design is rejected:

• A refund may be issued at our discretion unless the rejection is due to a clear breach of these Terms (e.g., copyright infringement or offensive content), in which case we reserve the right to withhold refund.

5. Responsibility

You accept full legal responsibility for the content you submit and agree to indemnify Pawz Please against any third-party claims, damages, or costs resulting from unauthorised or unlawful use of uploaded materials.