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Terms of service

Terms of Service

Welcome to Active Paw. These terms apply to all purchases made through activepaw.co.uk. Placing an order means you accept these terms, so please give them a quick read — we've kept them in plain English.

WHO WE ARE

Active Paw is a UK-based online pet supplies store.
Email: contact@activepaw.co.uk
Trading address: Active Paw, Office 19589, 182-184 High Street North, East Ham, London, E6 2JA

YOUR ORDER AND WHEN A CONTRACT FORMS

  • When you place an order, you'll receive an order confirmation email. This acknowledges your order but does not yet accept it.
  • Our acceptance happens when we dispatch your items and send you a dispatch confirmation. Only then is a contract formed.
  • Before dispatch, we may decline or cancel an order — for example if an item is out of stock, a price or description was displayed in error, or we suspect fraud. If we do, we'll tell you promptly and refund any payment in full.
  • You can cancel or change your order free of charge at any time before dispatch — email us as soon as possible.

PRICES AND PAYMENT

  • All prices are shown in pounds sterling (£).
  • Delivery charges are shown clearly at checkout before you pay: standard UK delivery £4.99, free on orders over £50.
  • Payment is taken securely at checkout. We never see or store your card details.
  • If a pricing error is obvious and unmistakable (for example, a £50 item showing as £0.50), we are not obliged to supply at the wrong price; we'll contact you with the correct price or cancel and refund in full.

DELIVERY

  • Estimated delivery times are shown on each product page and depend on where the item is dispatched from. Estimates are made in good faith but are not guaranteed — carriers and customs can occasionally cause delays.
  • If your order hasn't arrived within the estimated window, contact us and we'll chase it with the carrier and keep you updated.
  • The risk in the products passes to you on delivery. Ownership passes once we've received payment in full.
  • Please make sure your delivery address is correct at checkout — we'll confirm it in your order email, and you can correct mistakes free of charge before dispatch.

RETURNS, REFUNDS AND FAULTY ITEMS

Our full Returns & Refunds policy forms part of these terms. In short: 14-day change-of-mind returns, full refunds or replacements for damaged, faulty or incorrect items, and please always contact us before returning anything.

PRODUCTS AND PRODUCT INFORMATION

  • We work hard to describe and photograph products accurately. Minor variations can occur — colours may display differently on different screens, and handmade or fabric items can vary slightly.
  • Sizing: please check size guides and product dimensions before ordering, especially for harnesses, clothing and beds.
  • Pet safety: our products are for pets. Always supervise your pet with new toys, chews and accessories, choose products appropriate to your pet's size and chewing strength, and remove any item that becomes damaged. If your pet shows any reaction to a product, stop using it and consult a vet.

OUR LIABILITY

  • Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law.
  • Subject to that, we are responsible for foreseeable loss caused by our breach of these terms, up to the amount you paid for the relevant order. We are not liable for losses that were not foreseeable, or for business losses — we supply products for private use only.
  • Nothing in these terms affects your statutory rights as a consumer.

WEBSITE AND CONTENT

  • We try to keep the website accurate and available, but we can't promise it will always be error-free or uninterrupted.
  • All content on this site (text, images, branding) belongs to Active Paw or its licensors. Please don't reuse it commercially without permission.

GENERAL

  • We may update these terms from time to time; the version published at the time of your order applies to that order.
  • If any part of these terms is found unenforceable, the rest still applies.
  • These terms are governed by the law of England and Wales, and any disputes are subject to the jurisdiction of the courts of England and Wales. If you are a consumer, you keep any rights to bring proceedings where you live.

Questions about these terms? contact@activepaw.co.uk — we reply within one working day.