Terms & Conditions

By browsing this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Pawfect Friend’s relationship with you in relation to this website.

These Terms and Conditions govern the supply of goods sold by Pawfect Friend (“we” and “us”), the owner of this website to the customer (“you”), the user or viewer of this website.

The contract between us

We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been accepted by sending an e-mail to you at the e-mail address you provide in your order form. Our acceptance of your order brings into existence a legally binding contract between us.


The price payable by you is shown on our website and at various stages throughout our website. Once the contract is accepted, the price shown will be the sum taken and deposited including the relevant shipping charges and VAT.

Promotional prices may be available throughout the site and certain criteria, e.g. quantity, value, time sensitivity, promotional code or similar may be necessary to obtain that price.

It is in the nature of web sites that price data or product information may be incorrect. In this case, up to the contract being agreed we will have the right to vary or cancel your order. We will attempt to contact you by any means for which we have contact information to offer the item at the correct price, an alternative item or cancel your order with a full refund.

If we are unable to contact you in a reasonable period, we will cancel your order and refund you in full.


We accept the following card payment via our partner SagePay (see Important note below)

The credit card system on our website takes payment for the total sum of the order at the time of order submission and it may be your bank reserves those funds, removing them from your available balance even if we later refund the order. Please check with your card issuer to see if this is the case. We will not process any order for which evidence of available funds is not available. If the card issuer rejects our authorisation attempt we will cancel the order without notice and have no obligation to supply a reason for this.

Important: The payment area (where you card details are entered) is a 'secure iFrame' provided by the renowned payment handler SagePay. This means no cards are transacted or store on our web site but are transmitted directly to SagePay who authorise and transact the payment securely passing us simply a 'pass' or 'fail' for the payment. This is explained here. This being the case there is no need for our site to hold a security certificate and your transaction and card details are fully secure and protected by SagePay and we never get to see them.

Right for you to cancel your contract

You may cancel your contract with us for the goods you order at any time up to the end of the seventh day from the date you receive the ordered goods subject to the clauses below. You must provide us with a reason for cancelling your contract but you will not have to pay any penalty as long as the conditions within this clause are adhered to.

Any perishable items you order cannot be cancelled and are non refundable unless they are faulty due to our actions, and we must be notified within 48 hours of you receiving the items in question.

Any items which are selected to be personalised cannot be cancelled or returned unless they are faulty due to our actions, and we must be notified within 48 hours of you receiving the items in question.

To cancel your contract you must notify us in writing by way of email at customerservice@pawfect-friend.com stating your order number. It is the customer’s responsibility to refer to the Returns Policy on the Pawfect Friend website.

If you have received the goods before you cancel your contract then you must contact us at customerservice@pawfect-friend.com whereby we will supply you with an address to send the goods back to which will be at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send it back to us at the contact address we supplied to you at your own cost and risk and within 5 working days.

Once you have notified us that you are cancelling your contract, any sum debited to us will be re-credited to you by the same method as you made the payment as soon as possible, and in any event within 30 days of your order PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

Cancellation by us

We reserve the right to cancel the contract between us if:

We have insufficient stock to deliver the goods you have ordered;

We cannot arrange delivery to your area; or

One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by e-mail and we will refund you any sum deducted by us from you using the same method as you used for payment as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

Delivery of goods to you

We will deliver the goods ordered by you to the address given to us for delivery at the time you make your order.

We undertake to deliver the goods as near as possible to the stated time selected on your order, however we will notify you by email if, due to circumstances outside of our control we are unable to deliver within the specified time.  In all cases our liability is limited to the delivery charges only and no other consequential losses claimed or proven.

Where Pawfect Friend is acting as an agent for a supplier the delivery and time frame for the delivery will be the responsibility of the supplier and Pawfect Friend will accept no liability for failure of delivery or problems arising in transit.

You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and responsibility even if they are to be returned and we will not be liable for their loss or destruction.

Some parcels will require a signature on arrival therefore when ordering you must state a delivery address where someone will be present. In the event that no-one is available to sign for the goods and a signature is required, the carrier will leave notification of their delivery attempt with the necessary redelivery information. Any refusal of a delivery that could reasonably have been expected to be accepted my result in a re-delivery, return and/or re-stocking charge.

Faulty Goods

If goods are faulty the 5 day limit does not apply and we will accept the cost of return and, at our total discretion, repair, replace or refund/credit. It may be that if the item is deemed to have performed for a period of its expected life that any refund/credit may be reduced by that amount. In all cases this will be advised on receipt.

No liability on faulty goods is accepted or implied by any means until received and inspected.


All goods are subject to availability. We endeavour to hold sufficient stock to meet all orders, however if we have insufficient stock to supply or deliver the goods ordered by you, we will attempt to contact you using the details you have provided to us to ask you how you wish to proceed. We may if contact is not possible process any part of the order which is available, refunding any monies due.


If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we will have no liability to you unless you notify us in writing via our email address customerservice@pawfect-friend.com of the problem within 5 working days of receiving the goods in question.

If you do not receive the goods ordered by you within 30 days of the date on which you ordered them, we will have no liability to you unless you notify us in writing via email of the problem within 40 days of the date on which you ordered the goods.

If you notify a problem to us under this condition, our only obligation will be, at your option:

To make good any shortage or non-delivery;

To replace or repair any goods that are damaged or defective; or

To refund to you the amount paid by you for the goods in question in whatever way we choose.

Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we will have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.

You must observe and comply with all applicable regulations and legislation, including obtaining any necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import the goods you purchase.

Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nought in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.


Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our email address customerservice@pawfect-friend.com and all notices from us to you will be displayed on our website from time to time.

Events beyond our control

We will have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.

Product Descriptions

Each product contains a product description and where applicable the description includes an approximate size guideline, colour, and estimated delivery time frames. Pawfect Friend reserves the right to refuse orders where the product information or price contains any typographical error or incorrect information.


If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other parts of these conditions will not be affected.


You acknowledge and agree to be bound by the terms of our Privacy Policy which is available to view on Pawfect Friend website.

Third Party Rights

Except for our affiliates, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of third-party that exists or is available apart from that Act.

Governing Law

The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.

Intellectual Property Rights

Pawfect Friend reserves all intellectual property rights contained in Pawfect Friend website.

You must not reproduce or use any of Pawfect Friend website design, graphics, pictures, images, content or text whether it is owned by Pawfect Friend or licensed by a third party to Pawfect Friend for their use.

You are only permitted to download or print pages from Pawfect Friend website for personal use.

Contact Details

If you wish to cancel or discuss your order, or make a complaint with respect to your order, please contact us by post Pawfect Friend, 45 Wyndham Drive, Romsey, Hampshire SO51 0AP, by phone 01794 650279, or by email at customerservices@pawfect-friend.com