Terms of service

Welcome to SweetPaws! These Terms of Service set out the rules for using our website and buying our products. We've done our best to keep things clear, fair, and free of unnecessary legal jargon — please take a moment to read them, as they form a binding agreement between you and us when you use our website or place an order.

By accessing our website at sweetpaws.uk or placing an order, you confirm that you accept these Terms of Service and agree to comply with them. If you don't agree with these Terms, please don't use our website.

These Terms are effective from 5 May 2026 and may be updated from time to time.

**1. About Us and These Terms**

We are SweetPaws, an online retailer of pet products. Our company details — including our registered name, address, and registration number — are shown at the top of this page.

In these Terms, "we", "us" and "our" refer to SweetPaws. "You" and "your" refer to you, the customer. "Website" means sweetpaws.uk and any related pages or services. "Products" means the goods we offer for sale through our website.

These Terms apply to all sales made through our website. They are supplemented by our Privacy Policy, Refund Policy, and Shipping Policy, which form part of these Terms.

**2. Eligibility to Use Our Website**

By using our website, you confirm that:

— You are at least 18 years old, or have permission from a parent or guardian to make a purchase
— You have the legal capacity to enter into a binding contract
— You are using our website for lawful purposes only
— The information you provide to us is true, accurate, and complete

We reserve the right to refuse service, terminate accounts, or cancel orders at our sole discretion, particularly where we believe these Terms have been breached.

**3. Your Account**

You may be able to create an account on our website to make ordering easier. If you do, you agree to:

— Provide accurate, current, and complete information
— Keep your password and account details confidential
— Notify us immediately of any unauthorised use of your account
— Take responsibility for all activity that occurs under your account

We're not liable for any loss or damage resulting from your failure to keep your account secure.

**4. Products and Descriptions**

We take great care to make sure our product descriptions, images, and prices are as accurate as possible. However, please note:

— Product images are for illustrative purposes only. Actual colours, sizes, and details may vary slightly due to screen settings or product updates.
— Product weights, dimensions, and capacities are approximate.
— We reserve the right to update product descriptions, images, and specifications at any time without notice.
— If we discover an error in the description or price of a product after you've placed your order, we'll contact you as soon as possible to either confirm the order at the correct details or cancel it for a full refund.

All products are subject to availability. If a product becomes unavailable after your order is placed, we'll notify you and offer either an alternative or a full refund.

**5. Pricing and Payment**

**Prices**

All prices on our website are shown in Pounds Sterling (£/GBP) and include VAT where applicable. Shipping costs are shown separately at checkout before you complete your order.

We reserve the right to change our prices at any time, but changes won't affect orders that have already been placed and confirmed.

**Payment**

We accept the payment methods displayed at checkout (such as credit and debit cards, PayPal, Klarna, Apple Pay, and Google Pay). All payments are processed securely by our payment providers — we never see or store your full card details.

By placing an order, you confirm that the payment method used is yours and that you're authorised to use it.

We reserve the right to cancel orders if payment fails, if we suspect fraud, or if there's reason to believe the transaction is unauthorised.

**6. Placing an Order**

When you place an order through our website, you're making an offer to buy the products in your cart at the prices shown.

Here's how the ordering process works:

1. **Order placed**: You complete the checkout and submit your order.
2. **Order confirmation**: You'll receive an email confirming we've received your order. This is an acknowledgement, not yet an acceptance of your offer.
3. **Order acceptance**: A binding contract is formed between us when we send you a dispatch confirmation email letting you know your order has been shipped.

We reserve the right to refuse or cancel any order before this point — for example, if a product is out of stock, if there's a pricing error, if we suspect fraud, or if we're unable to verify your details. If we cancel your order, we'll let you know and refund any payment in full.

**7. Delivery**

Information about shipping costs, delivery zones, and delivery times is set out in our Shipping Policy.

In summary:

— We currently ship within the United Kingdom only.
— Delivery is typically completed within 6-12 business days from the date of order (1-2 days processing + 5-10 days shipping).
— Risk in the products passes to you when they are delivered to the address you provided. Until then, the risk is ours.
— Ownership of the products passes to you once we've received full payment and the products have been delivered.

If we fail to deliver your order within 30 days of purchase (or any other timeframe we've agreed with you), you have the right to cancel your order and receive a full refund, in line with the Consumer Rights Act 2015.

**8. Cancellation and Returns**

You have the right to cancel your order in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We've extended the standard 14-day statutory cooling-off period to 30 days because we want you to feel completely confident in your purchase.

Full details — including how to cancel, return shipping costs, and what happens with refunds — are set out in our Refund Policy.

If your goods are faulty, damaged, or not as described, you also have rights under the Consumer Rights Act 2015, including the right to a repair, replacement, or refund. Please see our Refund Policy for full details.

**9. Your Statutory Rights**

Nothing in these Terms affects your statutory rights as a consumer under UK law, including but not limited to your rights under:

— The Consumer Rights Act 2015 (covering quality, fitness for purpose, and accuracy of description)
— The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (covering pre-contract information and cancellation rights)

If you'd like to know more about your rights as a UK consumer, you can visit Citizens Advice at https://www.citizensadvice.org.uk.

**10. Use of Our Website**

You agree to use our website only for lawful purposes and in a way that doesn't infringe the rights of others or restrict their use of the website. In particular, you agree not to:

— Use the website in any way that's unlawful, fraudulent, or harmful
— Attempt to gain unauthorised access to our website, servers, or systems
— Introduce viruses, malware, or any other harmful code
— Scrape, copy, or harvest data from our website without our written permission
— Use our website to transmit unsolicited advertising or spam
— Impersonate any person or misrepresent your affiliation with anyone

We reserve the right to suspend or terminate your access to the website if we believe you're in breach of these Terms.

**11. Intellectual Property**

All content on our website — including text, images, logos, graphics, product descriptions, designs, and the overall look and feel — is owned by us or our licensors and is protected by copyright, trademark, and other intellectual property laws.

You may view, download, and print pages from our website for your own personal use, but you may not:

— Copy, reproduce, or distribute our content for commercial purposes
— Use our trademarks, logos, or branding without our written permission
— Modify or create derivative works from our content
— Republish our content on other websites or platforms

Any unauthorised use of our content may result in legal action.

**12. Customer Reviews and Submitted Content**

If you submit reviews, photos, comments, or any other content through our website, you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, display, and adapt that content for marketing and promotional purposes.

You confirm that any content you submit:

— Is your own original work or you have the necessary permissions to share it
— Is not defamatory, offensive, misleading, or unlawful
— Does not infringe the rights of any third party

We reserve the right to remove any user-submitted content at our sole discretion.

**13. Third-Party Links**

Our website may contain links to other websites operated by third parties. These links are provided for your convenience only — we're not responsible for the content, privacy practices, or terms of those websites. We'd encourage you to review their terms before using them.

**14. Our Liability**

We do everything we reasonably can to make sure our website and products meet the standards described, but please note:

— We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under UK law.
— We do not exclude or limit your statutory rights under the Consumer Rights Act 2015.
— Subject to the above, our total liability to you in connection with any order is limited to the price of the products purchased.
— We are not liable for any business losses, including loss of profit, loss of revenue, loss of business, business interruption, or loss of business opportunity.
— We are not liable for delays or failures caused by events outside our reasonable control (see Section 15).

Our website is provided "as is", and while we work to keep it running smoothly, we don't guarantee that it will always be available, error-free, or free of viruses.

**15. Events Outside Our Control (Force Majeure)**

We are not liable for any failure or delay in performing our obligations under these Terms if such failure or delay is caused by events outside our reasonable control, including but not limited to:

— Acts of God, natural disasters, severe weather
— War, terrorism, civil unrest
— Pandemics or government-imposed restrictions
— Strikes, labour disputes, or carrier delays
— Power outages, internet failures, or cyber-attacks
— Supplier or manufacturing disruptions

If such an event occurs, we'll notify you as soon as reasonably possible and do our best to minimise the impact.

**16. Privacy and Data Protection**

We take your privacy seriously. How we collect, use, and protect your personal data is set out in our Privacy Policy, which forms part of these Terms.

By using our website or placing an order, you agree to our handling of your personal data as described in our Privacy Policy.

**17. Changes to These Terms**

We may update these Terms of Service from time to time to reflect changes in our practices, our products, legal requirements, or for other operational reasons. The most recent version will always be posted on this page, and we'll update the "effective date" at the top accordingly.

If we make significant changes, we'll let you know via email or a prominent notice on our website. Your continued use of our website after any changes constitutes your acceptance of the updated Terms.

For orders that have already been placed and confirmed, the version of the Terms in force at the time of your order will apply.

**18. Termination**

We may suspend or terminate your access to our website (and cancel any pending orders) at our sole discretion if we believe you've breached these Terms or are using our website in a way that's harmful, fraudulent, or unlawful.

You may stop using our website at any time. If you've created an account, you can request its deletion by contacting us.

**19. Governing Law and Disputes**

These Terms are governed by the laws of England and Wales. Any disputes arising out of or relating to these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. Nothing in these Terms affects your statutory rights as a UK consumer.

**Resolving Disputes Informally**

If you have a complaint or concern, please contact us first — we're committed to resolving any issues quickly and fairly. The fastest way to reach us is by email, using the contact email shown in our company details at the top of this page. We typically respond within 24 hours on business days.

If we can't resolve a dispute directly, you may also be able to access alternative dispute resolution (ADR) services or contact Citizens Advice at https://www.citizensadvice.org.uk for further guidance.

**20. General**

— **Severability**: If any part of these Terms is found to be unenforceable, the rest will remain in full force and effect.
— **No waiver**: If we choose not to enforce any part of these Terms, that doesn't mean we waive our right to enforce it later.
— **Entire agreement**: These Terms (together with our Privacy Policy, Refund Policy, and Shipping Policy) constitute the entire agreement between you and us regarding your use of our website.
— **Assignment**: You may not transfer or assign your rights under these Terms without our written consent. We may transfer or assign our rights to a third party (for example, in connection with a sale or merger of our business).
— **Third parties**: No third party has any rights to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

**21. Contact Us**

If you have any questions, concerns, or feedback about these Terms of Service, please get in touch using the email address shown in our company details at the top of this page. We're always happy to help!