TERMS AND CONDITIONS

TERMS AND CONDITIONS POLICY

For Pawdrobe HQ

Last updated: May 2026

1. ABOUT US

Pawdrobe HQ is a UK-based business operated by Jan Greatbanks trading as Pawdrobe HQ ("I", “we”, "me", “us”, "my", “our”).

Business correspondence address:
Ashbourne Road, Liverpool, Merseyside

Email address:
[email protected]

These Terms and Conditions govern the sale of products through our website, social media channels and direct sales.

2. ACCEPTANCE OF THESE TERMS

By placing an order with Pawdrobe HQ, you confirm that:

• you are at least 18 years old; and

• you agree to be legally bound by these Terms and Conditions.

Nothing within these Terms affects your statutory rights under UK consumer law.

No variation to these Terms shall be binding unless agreed in writing by us.

3. PRODUCTS

Due to the handmade nature of our products:

• fabric placement may vary;

• pattern positioning may differ;

• sizing may vary slightly;

• colours may appear differently depending on screen settings.

Such variations are not considered faults.

We make reasonable efforts to ensure product descriptions, images and measurements are accurate.

All products are subject to availability.

4. DOG SAFETY

Customers are responsible for ensuring products are suitable for their dog’s:

• size;

• breed;

• strength;

• behaviour.

Products should be regularly inspected for signs of wear or damage.

No product is indestructible and products must not be used if damaged.

Pawdrobe HQ products are not designed as chew toys and should not be left with unsupervised pets.

Nothing in this clause excludes liability where such exclusion would be unlawful.

5. PRICES AND PAYMENT

All prices are stated in Pounds Sterling (£).

Prices:

• include VAT where applicable;

• exclude delivery charges unless otherwise stated.

Delivery costs are displayed before checkout is completed.

Payment must be received in full before goods are dispatched.

We reserve the right to:

• refuse transactions;

• cancel orders;

• refuse service;
  where fraudulent, abusive or unlawful activity is suspected.

If payment has already been taken, any refund due will be processed promptly.

All card transactions are processed securely through third-party payment providers.

We do not store payment card details.

6. INTERNATIONAL TAXES AND CUSTOMS - Currently Pawdrobe HQ does not ship outside the UK

Customers outside the United Kingdom may be responsible for:

• customs duties;

• import taxes;

• local handling fees;

• regulatory charges.

These charges are the customer’s responsibility.

We are not liable for customs delays or charges imposed by destination countries.

7. ORDERING

When placing an order, you confirm that all information provided is:

• accurate;

• complete;

• current.

Orders are subject to:

• acceptance;

• stock availability.

If products are unavailable, we may:

• offer an alternative;

• provide an estimated delay;

• cancel the order and issue a refund.

A contract is formed only when we confirm dispatch of your order.

8. DESPATCH AND DELIVERY

Estimated despatch times are stated on our website.

Physical products are usually despatched within 5 working days, although despatch may take up to 15 working days during busy periods.

Working days are Monday to Friday excluding public holidays.

Delivery times provided by Royal Mail or other couriers are estimates only and are outside our control.

Unless otherwise agreed, goods will be delivered within 30 days of contract formation in accordance with the Consumer Rights Act 2015.

Goods will be sent to the delivery address provided at checkout.

Customers are responsible for ensuring delivery details are correct.

Risk in the goods passes to the customer upon delivery.

Ownership of goods transfers only once full payment has been received.

9. DIGITAL PRODUCTS

Digital products are supplied immediately after purchase.

By purchasing and downloading digital content, you expressly agree that:

• supply begins immediately; and

• your statutory 14-day cancellation right ends once the download begins.

This is in accordance with Regulation 37 of the Consumer Contracts Regulations 2013.

Digital products remain protected by copyright and intellectual property law.

Digital products may not be:

• copied;

• resold;

• distributed;

• shared commercially.

Nothing in this clause affects your statutory rights where digital content is faulty or not as described.

10. YOUR RIGHT TO CANCEL PHYSICAL GOODS

Under the Consumer Contracts Regulations 2013, consumers generally have the right to cancel orders for physical goods within 14 days of receiving them.

To cancel, you must notify us clearly in writing.

Returned goods must be:

• unused;

• in original condition;

• returned within 14 days of cancellation notification.

Refunds will include the original standard delivery charge where required by law.

Refunds will be processed within 14 days of:

• receiving returned goods; or

• receiving evidence of return.

Customers are responsible for return postage costs unless goods are faulty or incorrectly supplied.

11. EXCLUSIONS FROM CANCELLATION RIGHTS

Under Regulation 28 of the Consumer Contracts Regulations 2013, cancellation rights do not apply to:

• personalised products;

• bespoke products;

• goods made to customer specification.

This does not affect statutory rights relating to faulty or misdescribed goods.

12. FAULTY OR DAMAGED GOODS

Under the Consumer Rights Act 2015, customers are entitled to remedies where goods are:

• faulty;

• not as described;

• not fit for purpose.

If goods arrive damaged or faulty, please contact us promptly with:

• your order number;

• photographs where appropriate;

• details of the issue.

Where legally required, we will provide:

• repair;

• replacement;

• refund; or

• other appropriate remedy.

Nothing in these Terms limits your statutory rights.

13. LIABILITY

We make reasonable efforts to ensure information on our website is accurate.

However:

• minor errors;

• typographical mistakes;

• colour variations;
  may occur.

We are not liable for:

• indirect or consequential losses;

• delays outside our reasonable control;

• courier delays;

• internet outages;

• events beyond our reasonable control.

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• breach of statutory consumer rights;

• any liability which cannot lawfully be excluded.

Subject to the above, our total liability shall not exceed the total amount paid for the relevant order.

14. FORCE MAJEURE

We shall not be liable for failure or delay in performing obligations caused by events beyond our reasonable control, including:

• industrial disputes;

• supplier failures;

• natural disasters;

• flood;

• fire;

• pandemic;

• governmental action;

• transport disruption;

• internet or communications failure.

Where such events occur, obligations shall be suspended for the duration of the event.

15. INTELLECTUAL PROPERTY

All website content including:

• text;

• photographs;

• branding;

• graphics;

• logos;

• product descriptions;

• digital content

remains the intellectual property of Pawdrobe HQ or its licensors.

Content may not be copied, reproduced or commercially used without prior written permission.

16. PRIVACY

Personal data is processed in accordance with our Privacy Policy.

Please refer to our separate Privacy Policy for information regarding:

• data collection;

• lawful processing;

• retention periods;

• cookies;

• customer rights.
  

17. GOVERNING LAW

These Terms are governed by the laws of England and Wales.

Any disputes shall be subject to the jurisdiction of the courts of England and Wales.

Consumers residing in Scotland or Northern Ireland may also bring proceedings in their local courts where applicable.

18. CONTACT DETAILS

Pawdrobe HQ
Jan Greatbanks trading as Pawdrobe HQ
Liverpool, United Kingdom

Email: [email protected]