Terms & Conditions

TERMS AND CONDITIONS
Paws Pet Shop
www.pawspetshop.co.uk

Last updated: October 2026

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Please read these Terms and Conditions carefully before placing any order on
this website. By browsing this website and completing a purchase, you confirm
that you have read, understood, and agree to be bound by these Terms and
Conditions in full. If you do not accept these Terms and Conditions, you must
not use this website or place an order.

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1. ABOUT US
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1.1  Paws Pet Shop ("we", "us", "our") operates the website
     www.pawspetshop.co.uk ("the Website"), which is dedicated to the sale of
     pet supplies for dogs and cats to customers located in the United Kingdom.

1.2  We operate exclusively as a dropshipping retail business. This means that
     when you place an order with us, fulfilment is carried out on our behalf by
     authorised third-party suppliers, namely Avasam and CJDropshipping
     (UK and China operations). These suppliers prepare, package, and
     dispatch your goods directly to you. We remain the seller of record in all
     transactions and bear full legal responsibility to you as your retailer
     under applicable UK consumer law.

1.3  Our suppliers, Avasam and CJDropshipping, are our fulfilment partners only.
     They are not party to the contract of sale between you and us, and you
     should direct all customer service queries, complaints, and return requests
     exclusively to us.

1.4  You can contact us at: contact@pawspetshop.co.uk or via the contact form on
     our Website.

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2. DEFINITIONS
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In these Terms and Conditions, the following terms have the meanings set out
below:

  "Contract"          – the binding agreement for the sale and purchase of
                        goods formed between you and us when we accept your
                        order (see clause 4).

  "Consumer Rights"   – your statutory rights under the Consumer Rights Act
                        2015, the Consumer Contracts (Information, Cancellation
                        and Additional Charges) Regulations 2013, and all
                        other applicable UK consumer protection legislation.

  "Fulfilment Supplier" – any authorised third-party supplier (currently
                        Avasam or CJDropshipping) engaged by us to store,
                        pack, and dispatch goods on our behalf.

  "Goods"             – the pet supplies and related products offered for sale
                        on the Website.

  "Order"              – a request submitted by you through the Website to
                        purchase one or more items of Goods.

  "You" / "Customer"  – the individual placing an Order on the Website for
                        purposes unrelated to any trade, business, craft, or
                        profession (i.e. a consumer under UK law), located in
                        the United Kingdom.

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3. USE OF THIS WEBSITE
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3.1  You must be at least 18 years of age to place an order on this Website.
     By placing an order, you confirm that you meet this requirement.

3.2  You agree to use this Website only for lawful purposes and in a manner
     that does not infringe the rights of others or restrict their use and
     enjoyment of the Website.

3.3  We reserve the right to refuse access to the Website or to cancel orders
     at our discretion, including where we suspect fraud or misuse.

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4. PLACING AN ORDER AND FORMATION OF CONTRACT
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4.1  All product listings on the Website are an invitation to treat, not an
     offer. Your Order constitutes your offer to purchase Goods from us.

4.2  After submitting your Order, you will receive an automated order
     acknowledgement by email. This acknowledgement confirms receipt of your
     Order but does not constitute acceptance.

4.3  A legally binding Contract is formed only when we send you a separate
     Order Confirmation email stating that your Order has been accepted and
     dispatched (or that fulfilment has been initiated). We reserve the right
     to reject any Order prior to that point, in which case we will notify you
     promptly and issue a full refund of any payment taken.

4.4  We may be unable to accept an Order where:
       (a) a product is out of stock or unavailable from our Fulfilment Supplier;
       (b) there is an error in the product listing (including price errors);
       (c) we are unable to verify your payment; or
       (d) we have reasonable grounds to suspect fraudulent activity.

4.5  Because we rely on stock data provided by our Fulfilment Suppliers in
     real time, we cannot guarantee that all products shown as "in stock" are
     immediately available. We will notify you as soon as reasonably practicable
     if a product becomes unavailable after your Order has been placed.

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5. PRICING AND PAYMENT
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5.1  All prices are displayed in pounds sterling (GBP) and include VAT where
     applicable. Delivery charges are shown separately at checkout.

5.2  We take reasonable care to ensure prices are accurate. In the event of an
     obvious pricing error, we are not obliged to supply Goods at the
     incorrect price. We will notify you of any such error and give you the
     option to proceed at the correct price or cancel and receive a full refund.

5.3  Payment is required in full at the time of placing your Order. We accept
     payment by Visa, Mastercard, American Express, Discover, Diners Club, China
     UnionPay, and JCB credit and debit cards, processed securely via Stripe and
     PayPal Express.

5.4  All payment transactions are processed through secure third-party payment
     processors. We do not store your full payment card details on our servers.

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6. SHIPPING AND DELIVERY
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IMPORTANT NOTICE — DROPSHIPPING FULFILMENT MODEL

We operate a dropshipping fulfilment model. Your order will be dispatched
directly from our authorised Fulfilment Supplier (Avasam or CJDropshipping)
to your delivery address. We do not hold, pack, or dispatch stock ourselves.
While we take all reasonable steps to ensure timely fulfilment, delivery
timescales are subject to our Fulfilment Suppliers' processing capabilities
and the availability of suitable couriers at the time of dispatch.

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6.1  Delivery Area

     We deliver exclusively to addresses within the United Kingdom (England,
     Scotland, and Wales). We do not ship to Northern Ireland, the Channel
     Islands, Isle of Man, or international destinations.

6.2  Estimated Delivery Times

     Indicative delivery timeframes are provided on the product listings and at
     checkout. These are estimates only and are not guaranteed delivery dates.
     Typical timeframes are:

       - Standard delivery: 3 to 15 working days from Order Confirmation
       - Express delivery (where available): 1 to 5 working days from Order
         Confirmation

     Delivery times begin from the point at which your order is confirmed and
     dispatched by our Fulfilment Supplier, not necessarily from the moment
     your Order is placed.

     Working days are Monday to Friday, excluding UK public holidays.

6.3  Delays Caused by Third-Party Fulfilment

     Because your Goods are dispatched by a third-party Fulfilment Supplier,
     delays may occasionally occur that are outside our direct control. These
     include, but are not limited to:

       (a) Supplier stock processing or packing delays;
       (b) Courier transit delays, including adverse weather or high-volume
           periods (e.g. peak seasons such as Christmas);
       (c) Incorrect or incomplete delivery address provided by you; or
       (d) Failed delivery attempts where you were not available.

     We will take all reasonable steps to assist you in tracing a delayed
     shipment and will liaise with our Fulfilment Supplier and the nominated
     courier on your behalf. We ask that you allow up to [10] working days
     beyond the estimated delivery date before contacting us, except where
     your statutory rights require us to act sooner.

6.4  Multiple Packages

     If your Order contains products from more than one Fulfilment Supplier
     category or warehouse, your Goods may arrive in separate packages and
     at different times. You will not be charged additional delivery fees for
     this. We will notify you if your Order is to be split into multiple
     shipments.

6.5  Tracking

     Where tracking is provided by the Fulfilment Supplier, we will pass any
     available tracking reference to you by email following dispatch. We cannot
     guarantee tracking for all orders, as this depends on the courier service
     selected by our Fulfilment Supplier.

6.6  Missed or Failed Deliveries

     If a delivery attempt fails and the parcel is returned to our Fulfilment
     Supplier, we will contact you to arrange re-delivery. Additional re-
     delivery charges may apply. If we are unable to contact you within a
     reasonable period, we reserve the right to refund your order minus any
     unrecoverable shipping costs incurred.

6.7  Risk and Title

     Risk in the Goods passes to you upon delivery to your nominated address.
     Legal title to the Goods passes to you upon receipt of full payment.

6.8  Statutory Rights on Delivery

     Under the Consumer Contracts (Information, Cancellation and Additional
     Charges) Regulations 2013, if we fail to deliver your Order within 30
     days of the Order Confirmation date (or any agreed alternative date), you
     are entitled to cancel your order and receive a full refund. This statutory
     right is not affected by any estimated delivery timeframe stated on the
     Website.

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7. RETURNS, CANCELLATIONS AND REFUNDS
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IMPORTANT NOTICE — RETURNS PROCEDURE FOR DROPSHIPPED GOODS

Because your order is fulfilled by a third-party supplier, our returns
process requires an additional step. Do not return Goods directly to the
Fulfilment Supplier's address. All returns must be authorised by us first.
Unauthorised returns may be rejected and no refund issued.

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7.1  Your Right to Cancel (Cooling-Off Period)

     Under the Consumer Contracts (Information, Cancellation and Additional
     Charges) Regulations 2013, you have the right to cancel your Order without
     giving any reason within 14 days of the day on which you (or a nominated
     third party) receive the Goods ("the Cancellation Period").

     To exercise your right to cancel, you must notify us clearly in writing
     (by email to contact@pawspetshop.co.uk or via our Website contact form)
     before the Cancellation Period expires. You may use our model cancellation
     form (available on the Website) but are not required to do so.

7.2  How to Initiate a Return

     To return any Goods, please follow these steps:

       Step 1 — Contact us at contact@pawspetshop.co.uk with your order number,
                the item(s) you wish to return, and the reason for return.

       Step 2 — We will review your request and provide you with a Return
                Merchandise Authorisation (RMA) number and the correct return
                address within 5 working days. Do not send any item without
                an RMA number.

       Step 3 — Pack the item(s) securely in their original packaging where
                possible, include your RMA number clearly on the outside of
                the parcel, and send to the address we provide.

       Step 4 — We will process your refund or replacement within 14 days of
                receiving the returned Goods and confirming their condition.

     We strongly recommend using a tracked postal service and retaining proof
     of postage. We cannot be held responsible for returned parcels that are
     lost or damaged in transit.

7.3  Cost of Return

       (a) Cancellation within the Cooling-Off Period: You are responsible for
           the direct cost of returning Goods unless they are faulty or not as
           described.

       (b) Faulty, Damaged, or Misdescribed Goods: We will cover the cost of
           return postage where Goods are confirmed as defective, damaged in
           transit, or materially different from their description on the
           Website. We will provide a prepaid return label or reimburse
           reasonable return postage costs upon receipt of proof of postage.

7.4  Refunds

       (a) On receipt and inspection of returned Goods, we will process your
           refund to the original payment method within 14 calendar days (or
           within 14 days of you providing evidence of return, if earlier).

       (b) Refunds for cancellations within the Cooling-Off Period include the
           original standard delivery charge, unless you opted for a premium
           delivery service, in which case only the equivalent standard
           delivery cost is refunded.

       (c) We may make a deduction from your refund if the Goods have been
           handled beyond what is necessary to assess their nature, character,
           and functioning (i.e. beyond what you would handle in a shop).

7.5  Condition of Returned Goods

     Goods must be returned in their original condition, unused, and in
     original packaging wherever possible. The following items may not be
     returned for hygiene or safety reasons unless faulty:

       - Pet food items that have been opened;
       - Flea and parasite treatments that have been opened or unsealed;
       - Personalised or custom-made items.

7.6  Faulty or Defective Goods

     Under the Consumer Rights Act 2015, if Goods are faulty, not of
     satisfactory quality, not fit for purpose, or not as described, you have
     the following rights:

       - Within 30 days of delivery: the right to reject the Goods and receive
         a full refund.
       - Between 30 days and 6 months: the right to a repair or replacement.
         If the repair or replacement is not possible or unsuccessful, you are
         entitled to a full or partial refund.
       - After 6 months: the right to a repair or replacement, though we may
         ask you to demonstrate the fault existed at the time of delivery.

     Because our Goods are dispatched by a Fulfilment Supplier, we may need
     to liaise with that supplier to confirm the nature of a defect before
     issuing a remedy. We will keep you informed of progress and aim to resolve
     all defect claims within 10 working days of your notification.

7.7  Goods Damaged in Transit

     If your Goods arrive visibly damaged, please:
       (a) Note the damage with the delivery driver where possible;
       (b) Take photographs of the damaged packaging and contents; and
       (c) Notify us by email within 48 hours of delivery.

     We will investigate with our Fulfilment Supplier and the carrier and
     arrange a replacement or refund as appropriate.

7.8  Wrong Item Received

     If you receive an item that does not match your Order, contact us within
     48 hours of delivery. We will arrange collection of the incorrect item and
     dispatch the correct item at no additional cost to you, or issue a full
     refund if the correct item is unavailable.

7.9  Non-Returnable Situations

     We are unable to accept returns or provide refunds in the following
     circumstances:

       - You have changed your mind after the 14-day Cooling-Off Period has
         expired (unless the Goods are faulty);
       - The Goods have been used, damaged, or modified by you;
       - The return was not authorised by us in advance (no RMA issued); or
       - The returned parcel does not arrive at the specified return address.

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8. LIABILITY AND SALE CONTRACT TERMS
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8.1  Our Responsibility as Seller of Record

     Although your Goods are fulfilled by a third-party Fulfilment Supplier,
     we — Paws Pet Shop, operating via www.pawspetshop.co.uk — are your seller
     of record and your sole point of legal contact for all matters arising
     from your purchase. The Contract for the sale of Goods is between you and
     us, not between you and any Fulfilment Supplier.

     This means:
       (a) Your statutory consumer rights under UK law are enforceable against
           us, not against the Fulfilment Supplier;
       (b) Any guarantee, warranty, or representation that applies to the Goods
           is made by us as seller; and
       (c) Any claim you wish to make regarding defective goods, delivery
           failure, or breach of contract must be directed to us.

8.2  Limitation of Liability — Third-Party Supplier Performance

     We work with reputable authorised Fulfilment Suppliers (Avasam and
     CJDropshipping) and impose contractual obligations on them regarding
     product quality, accurate descriptions, and timely dispatch. However,
     because we do not manufacture, store, or physically dispatch the Goods
     ourselves, the following limitations apply to the extent permitted by law:

       (a) We are not liable for delays in delivery caused solely by the
           Fulfilment Supplier's internal processing failures, provided we take
           all reasonable remedial steps upon becoming aware of such delay;

       (b) We are not liable for minor variations in product packaging,
           labelling, or presentation where the Goods are otherwise of
           satisfactory quality and fit for purpose;

       (c) We are not liable for losses arising from events outside our
           reasonable control, including (without limitation) courier failures,
           natural disasters, industrial action, or severe weather.

     Nothing in this clause limits or excludes any liability we are not
     permitted by law to limit or exclude, including liability under the
     Consumer Rights Act 2015 and the Consumer Protection Act 1987.

8.3  Product Safety and Regulatory Compliance

     All Goods sold on this Website are, to the best of our knowledge,
     sourced from suppliers who comply with applicable UK product safety
     regulations. You acknowledge that:

       (a) Any product intended for animal use should be used in accordance
           with the manufacturer's instructions and, where applicable, under
           veterinary guidance;

       (b) We are not liable for any adverse reactions in animals arising from
           incorrect use, misuse, or use contrary to the product instructions;
           and

       (c) Pet food and supplement products may have specific usage
           requirements. It is your responsibility to ensure any product is
           appropriate for your pet's breed, age, weight, and health status
           before use.

8.4  Limitation of Our Financial Liability

     Subject to clause 8.5 and to the extent permitted by applicable law, our
     total liability to you in connection with any Order shall not exceed the
     total price paid by you for the Goods that are the subject of the claim,
     including delivery charges paid.

     We are not liable for:
       (a) Loss of profit, loss of business, loss of opportunity, or loss
           of anticipated savings;
       (b) Indirect or consequential losses; or
       (c) Any loss that was not reasonably foreseeable to both parties at the
           time the Contract was formed.

8.5  Losses We Never Exclude

     Nothing in these Terms and Conditions excludes or limits our liability for:

       (a) Death or personal injury caused by our negligence;
       (b) Fraud or fraudulent misrepresentation;
       (c) Any breach of the obligations implied by the Consumer Rights Act
           2015 (in particular, the implied terms that Goods will be of
           satisfactory quality, fit for purpose, and as described);
       (d) Defective products under the Consumer Protection Act 1987; or
       (e) Any other liability that cannot be excluded or limited under English
           law.

8.6  Accuracy of Product Information

     We make every effort to ensure that product descriptions, images, and
     specifications on the Website are accurate and up to date. However,
     because we rely on information provided by our Fulfilment Suppliers, we
     cannot guarantee that all content is free from error at all times. We
     reserve the right to correct errors at any time, but we will honour any
     Contract already formed at the price and specification agreed.

     Product images are for illustrative purposes only. The actual appearance
     of Goods (including packaging and colour) may vary slightly from images
     shown.

8.7  Third-Party Websites and Links

     Our Website may contain links to third-party websites. We are not
     responsible for the content, privacy practices, or terms of those
     websites, and a link does not constitute an endorsement of the linked
     site.

8.8  Force Majeure

     We shall not be in breach of these Terms and Conditions or liable to you
     for any delay or failure to perform our obligations that arises from any
     cause beyond our reasonable control, including acts of God, civil
     unrest, pandemic, government restriction, or the failure of a third-party
     network or utility. In such circumstances, we will notify you as soon as
     reasonably practicable and work to fulfil your Order or, where
     fulfilment is not possible within a reasonable time, to cancel and
     refund your Order in full.

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9. PRIVACY AND DATA PROTECTION
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9.1  We collect and process your personal data in accordance with our Privacy
     Policy, which is available on the Website. By placing an Order, you
     acknowledge that we will process your personal data as described in that
     policy.

9.2  We share necessary personal data (name, delivery address) with our
     Fulfilment Suppliers solely for the purpose of fulfilling your Order.
     Our Fulfilment Suppliers are contractually required to handle your data
     in compliance with applicable data protection law, including the UK GDPR
     and the Data Protection Act 2018.

9.3  We will not sell or rent your personal data to third parties for marketing
     purposes without your explicit consent.

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10. INTELLECTUAL PROPERTY
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10.1 All content on this Website, including text, images, logos, and design
     elements, is the property of Paws Pet Shop or its licensors and is
     protected by applicable intellectual property laws.

10.2 You may not reproduce, distribute, or use any content from this Website
     without our prior written permission.

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11. COMPLAINTS
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11.1 If you have a complaint about any aspect of our service or a product
     you have received, please contact us in the first instance at
     contact@pawspetshop.co.uk. We aim to acknowledge all complaints 
     within 2 working days and to resolve them within 14 working days.

11.2 If we are unable to resolve your complaint to your satisfaction, you may
     refer the dispute to an Alternative Dispute Resolution (ADR) scheme. We
     are committed to working co-operatively with any such scheme. You may
     also use the EU Online Dispute Resolution (ODR) platform at
     https://ec.europa.eu/consumers/odr/ (available to UK consumers for cross-
     border purchases).

11.3 Your statutory right to bring a claim before the courts is not affected
     by the existence of an ADR scheme.

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12. CHANGES TO THESE TERMS AND CONDITIONS
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12.1 We may update these Terms and Conditions from time to time to reflect
     changes in the law, our business practices, or our Fulfilment Suppliers'
     processes. The current version will always be published on this Website
     with the "Last updated" date shown at the top of this page.

12.2 Changes to these Terms and Conditions will not affect any Order already
     accepted (i.e. for which an Order Confirmation has been issued) prior to
     the date of the change.

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13. GOVERNING LAW AND JURISDICTION
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13.1 These Terms and Conditions, and any dispute or claim arising out of or
     in connection with them (including non-contractual disputes or claims),
     shall be governed by and construed in accordance with the laws of England
     and Wales.

13.2 Subject to your statutory rights as a consumer, you and we both agree
     to submit to the non-exclusive jurisdiction of the courts of England and
     Wales. If you are a resident of Scotland, you may also bring proceedings
     in the Scottish courts; if you are a resident of Northern Ireland, you
     may bring proceedings in the Northern Irish courts.

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14. GENERAL
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14.1 Severability. If any provision of these Terms and Conditions is found
     by a court to be invalid or unenforceable, the remaining provisions will
     continue in full force and effect.

14.2 Waiver. Our failure to enforce any right or provision under these Terms
     and Conditions shall not constitute a waiver of that right or provision.

14.3 Entire Agreement. These Terms and Conditions, together with our Privacy
     Policy and Cookie Policy, constitute the entire agreement between you and
     us in relation to your use of this Website and any Order placed on it.
     They supersede all previous agreements, representations, and
     understandings.

14.4 Third Parties. Nothing in these Terms and Conditions confers any benefit
     on, or is enforceable by, any person who is not a party to the Contract
     (Contracts (Rights of Third Parties) Act 1999).


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© 2026 Paws Pet Shop — www.pawspetshop.co.uk
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