Terms and Conditions

1. About these terms

These terms and conditions ("Terms") apply to your use of www.pawyardstore.com (the "Website") and to any order you place with us. The Website is operated by Pawyard ("we", "us" or "our"). You can contact us at pawyardsupport@gmail.com.

Please read these Terms before you place an order. By placing an order, you confirm that you have read and agree to them. You must be 18 or over to order from us.

2. Our products

We sell products for dogs and cats. We take care to describe and photograph our products accurately, but colours and appearance may vary slightly depending on your screen or device. Please check the product details and size information before you order.

3. Prices and payment

All prices are shown in pounds sterling (£) and include VAT where it applies.
The price you pay is the price shown when you place your order. Delivery charges, if any, are shown at checkout before you pay.
You can pay using the payment methods shown at checkout. Payment is taken when you place your order.
Occasionally a product may be listed at the wrong price. If we find a pricing error, we will contact you and let you choose between buying at the correct price or cancelling your order. If you cancel, we will refund anything you have paid.

4. How your order is accepted

After you place your order, we will email you to confirm that we have received it. This is not acceptance of your order.
A contract between you and us is formed when we email you to confirm that your order has been dispatched.
If we cannot accept your order, for example because a product is out of stock, we will tell you and refund any payment you have made.

5. Delivery

We deliver to the addresses available at checkout. Estimated delivery times are shown at checkout and are estimates only.
Unless we agree a different date with you, we will deliver your order within 30 days of the day you place it.
Where tracking is available, we will email you tracking information once your order has been dispatched.
Please make sure your delivery details are correct before you complete your order.
If your order has not arrived when expected, please contact us with your order number and we will help you. If we do not deliver on time, you may have the right to cancel your order and receive a refund.
Your order is at your risk once it has been delivered to you.

6. Your right to cancel if you change your mind

Under UK consumer law, you have the right to cancel your order within 14 days, without giving a reason. The 14 days start on the day after you receive your goods. If your order arrives in more than one delivery, they start on the day after you receive the last item.

How to cancel: email us at pawyardsupport@gmail.com within the 14 days, telling us clearly that you want to cancel and giving your order number. You do not have to use a particular form.
Returning the goods: after you tell us you want to cancel, you have a further 14 days to send the goods back. We will email you the return address and instructions.
Return costs: you are responsible for the cost of sending the goods back, unless they are faulty, damaged or not as described.
Condition of the goods: please take reasonable care of the goods while they are with you. You may handle them as you would in a shop to decide whether to keep them. If they are used or damaged beyond that, we may reduce your refund to reflect the loss in value.
Refunds: we will refund you within 14 days of receiving the goods back or of you providing evidence that you have sent them back, whichever is earlier. We will refund you using the payment method you used for your order, including the standard delivery charge you paid. We do not have to refund any extra cost of a more expensive delivery option that you chose.

The right to cancel does not apply to goods made to your specification or personalised, or to sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed. If this applies to a product, we will tell you on the product page before you buy.

7. Faulty, damaged or incorrect items

By law, goods must be of satisfactory quality, fit for their purpose and as described. If your item arrives faulty, damaged or not as described, please contact us as soon as possible at pawyardsupport@gmail.com with your order number and, where you can, photos of the problem.

Your legal rights include:

a full refund if you reject the goods within 30 days of delivery
after that, a repair or replacement and, if we cannot put the problem right, a price reduction or refund

We will pay the reasonable cost of returning faulty, damaged or incorrect items. Where you are entitled to a refund, we will make it within 14 days of agreeing that you are entitled to it. If we sent you the wrong item, we will send the correct one or refund you, whichever you prefer.

8. Using our products safely

Please use our products as described in the product information and any instructions supplied. Choose the right size for your pet, supervise your pet when using a product for the first time, and stop using a product if it becomes damaged. For products that are charged or powered, follow the charging and safety instructions.

Our products are not a substitute for veterinary or behavioural advice. If you have concerns about your pet's health or behaviour, please speak to your vet.

9. Our responsibility to you

Nothing in these Terms limits your legal rights as a consumer, or excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

Subject to that, if we break these Terms or are negligent, we are responsible for loss or damage you suffer that is a foreseeable result. We are not responsible for loss or damage that could not have been foreseen when the contract was made. You are buying for personal use, so we are not responsible for any loss of profit or business losses.

10. Intellectual property

The content of this Website, including the Pawyard name, logo, text and images, is protected by intellectual property rights. You may not copy, reproduce or use it for commercial purposes without our written permission.

11. Using the Website

Please use the Website lawfully and do not misuse it, for example by trying to interfere with its security or operation. We aim to keep the Website available, but we cannot promise it will always be free of interruptions or errors. The Website may contain links to other websites, and we are not responsible for their content.

12. Privacy

We use your personal information as described in our Privacy Policy, which forms part of these Terms.

13. Complaints

If you are unhappy with your order or with our service, please email us at pawyardsupport@gmail.com with your order number and details. We will do our best to put things right as soon as we can.

14. Changes to these Terms

We may update these Terms from time to time. The version on the Website at the time you place your order is the one that applies to that order.

15. General

These Terms, together with our Privacy Policy, are the whole agreement between you and us about your order.
If any part of these Terms is found to be unenforceable, the rest will continue to apply.
Only you and we are parties to a contract between us, and no one else has the right to enforce it.
These Terms and any contract between you and us are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring legal proceedings in your local courts.

16. Contact us

Pawyard Email: pawyardsupport@gmail.com