Terms of service

Last updated: 30 July 2026

These Terms of Service govern your access to and use of the Pawbertons website and your purchase of products from us.

Throughout these Terms, “Pawbertons”, “we”, “us” and “our” refer to Pawbertons. “You” and “your” refer to the website visitor or customer.

By accessing our website, creating an account or placing an order, you agree to these Terms.

1. Eligibility

You must be at least 18 years old or have the permission and supervision of a parent or legal guardian to use our website or make a purchase.

You must provide accurate, complete and current information when placing an order.

You may not use our website or products for an unlawful or unauthorised purpose.

2. Products and Product Information

We make reasonable efforts to display product descriptions, measurements, compatibility information, colours and photographs accurately.

However:

  • Screen settings may affect how colours appear;
  • Product packaging may change;
  • Minor variations may occur between production batches;
  • Handmade or natural-material products may vary;
  • Measurements may be approximate; and
  • Manufacturers may make minor design improvements without notice.

Such differences do not constitute a defect where they do not materially affect the product’s advertised function or quality.

Customers are responsible for reviewing product descriptions, measurements, compatibility requirements and care instructions before ordering.

3. Pet Safety

Pet products must be selected and used responsibly.

You are responsible for:

  • Choosing a product suitable for your pet’s species, size, weight, age, health and behaviour;
  • Supervising your pet during use where appropriate;
  • Following product instructions and safety warnings;
  • Inspecting products regularly for damage or wear;
  • Removing damaged or broken products immediately; and
  • Seeking veterinary advice where appropriate.

No pet product is indestructible. Products that become damaged, loose, torn or broken may present choking, ingestion, entanglement or injury risks.

Our products and website content are not veterinary or medical advice. Contact a qualified veterinary professional regarding your pet’s health or medical needs.

Nothing in these Terms excludes liability that cannot legally be excluded.

4. Prices

Prices are displayed in the currency selected or shown on the website.

Prices may change without notice. A price change will not affect an order already accepted by us unless there was an obvious pricing error.

Shipping charges, taxes, customs duties and import fees may be calculated separately or payable upon delivery, depending on the destination.

5. Orders

Submitting an order does not automatically mean that we have accepted it.

After an order is placed, you may receive an automated acknowledgement. A binding sales contract is formed only when we accept the order and begin fulfilment or send confirmation that the order has been accepted.

We may refuse or cancel an order where:

  • A product is unavailable;
  • Payment cannot be authorised;
  • We suspect fraud or unauthorised activity;
  • Shipping restrictions apply;
  • Customer or address information is incomplete;
  • An obvious pricing or product-information error occurred;
  • Quantity restrictions have been exceeded; or
  • We are unable to fulfil the order for another legitimate reason.

If we cancel a paid order, we will refund the amount paid for the cancelled product.

6. Payment

You agree to provide valid and accurate payment information.

Payments may be processed by Shopify Payments, card providers, digital-wallet providers or other third-party payment processors.

We are not responsible for delays caused by a customer’s bank, card issuer or payment provider.

7. Fraud Prevention

We may conduct verification checks before accepting or shipping an order.

We may request additional information reasonably necessary to verify:

  • Identity;
  • Billing details;
  • Delivery address;
  • Payment authorisation; or
  • The legitimacy of a transaction.

We may delay or cancel an order if requested verification is not provided.

8. Shipping and Delivery

Shipping is governed by our Shipping Policy, which forms part of these Terms.

Products may be shipped from different fulfilment centres and may arrive in separate packages.

Delivery dates are estimates unless expressly stated otherwise. Delays may occur due to customs, carriers, weather, peak periods or other circumstances outside our reasonable control.

9. Customs and Import Charges

International orders may be subject to:

  • Import VAT;
  • Customs duties;
  • Brokerage fees;
  • Handling charges; or
  • Other charges imposed by the destination country.

Unless expressly stated at checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.

Customers are responsible for ensuring that products may legally be imported into their country.

10. Returns and Refunds

Returns, cancellations, damaged products and refunds are governed by our Return and Refund Policy, which forms part of these Terms.

11. Discount Codes and Promotions

Discount codes:

  • Must be used before their expiry date;
  • Cannot be exchanged for cash;
  • May be limited to selected products, customers or regions;
  • Cannot be applied retrospectively;
  • May not be combined unless expressly permitted; and
  • May be cancelled where misuse, fraud or a technical error is identified.

We may modify or withdraw promotions where legally permitted.

12. Reviews and User Content

Where you submit a review, photograph, comment or other content, you confirm that:

  • You own or have permission to submit it;
  • It is accurate and based on genuine experience;
  • It does not infringe third-party rights;
  • It is not unlawful, defamatory, threatening or misleading;
  • It does not contain malicious software or spam; and
  • It does not disclose another person’s personal information without permission.

You grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, display, adapt and publish submitted content in connection with our business and marketing, subject to applicable law.

We may remove content that violates these Terms.

13. Intellectual Property

The website and its content, including branding, logos, graphics, photographs, product descriptions, text, layout and software, are owned by or licensed to Pawbertons and are protected by applicable intellectual-property laws.

You may use the website only for personal, non-commercial shopping purposes.

You may not copy, reproduce, distribute, modify, scrape, republish or commercially exploit website content without prior written permission.

14. Prohibited Uses

You must not:

  • Use the website for unlawful purposes;
  • Submit false or misleading information;
  • Attempt unauthorised access to systems or accounts;
  • Introduce viruses or malicious code;
  • Interfere with website security or operation;
  • Scrape or harvest data without permission;
  • Impersonate another person;
  • Use stolen payment information;
  • Resell products in a misleading or unauthorised manner; or
  • Infringe our rights or the rights of others.

15. Third-Party Services

Our website may use or link to third-party services, including payment providers, social-media platforms, delivery services and external websites.

We do not control third-party services and are not responsible for their independent terms, content, availability or privacy practices.

16. Availability of the Website

We may modify, suspend or discontinue any part of the website for maintenance, security, operational or business reasons.

We do not guarantee that the website will always be available, uninterrupted or error-free.

17. Disclaimer

To the maximum extent permitted by law, the website and its content are provided on an “as available” basis.

We do not guarantee that:

  • Every product will always be available;
  • Website content will be free from minor errors;
  • Delivery estimates will always be met; or
  • The website will be uninterrupted.

Nothing in these Terms affects warranties or consumer protections that cannot legally be excluded.

18. Limitation of Liability

Nothing in these Terms excludes or limits liability for:

  • Death or personal injury caused by negligence;
  • Fraud or fraudulent misrepresentation;
  • Breach of rights that cannot legally be excluded; or
  • Any other liability that cannot legally be limited.

Subject to the above, we are not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses suffered by consumers.

Customers must use products in accordance with their instructions, warnings and intended purpose.

19. Indemnity

Where permitted by law, you agree to compensate us for losses reasonably incurred as a result of your unlawful use of the website, violation of these Terms or infringement of another person’s rights.

This clause does not apply where prohibited by consumer law.

20. Changes to These Terms

We may update these Terms from time to time.

The version applying to an order will generally be the version published when the order was placed, except where a change is required by law.

21. Severability

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

22. No Waiver

A delay or failure to enforce a provision does not waive our right to enforce it later.

23. Governing Law

These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections applicable in the country where you live.

If you are a consumer, you may be entitled to bring proceedings in the courts of your country of residence where mandatory law permits.

24. Contact

Pawbertons
Suite 10293
5 Brayford Square
London E1 0SG
United Kingdom

Email: info@pawbertons.com