PawsTrading Terms and Conditions

Pawstrading Ltd – Terms & Conditions

At Pawstrading Ltd, we’re a family-run business committed to offering the best products, prices, and service possible. Customer satisfaction and excellent service are always our top priorities.

We aim to dispatch all orders within 1 working day (via Royal Mail Tracked 48 as standard) and respond to all emails as quickly as possible.

Mainland UK Definition

“Mainland UK” refers to areas covered under standard courier flat-rate delivery charges.
Some postcodes are excluded and may incur additional charges, including (but not limited to):
IV, HS, KA27–28, KW, PA20–49, PA60–78, PH17–26, PH30–44, PH49–50, ZE, BT, IM, TR21–25.
If you are unsure whether your address is classed as Mainland UK, please contact us before placing your order.

Postage and Delivery

We offer free standard delivery to Mainland UK using Royal Mail tracked services.

Orders are usually dispatched within 1 working day, and where possible, same-day dispatch is offered for orders placed before 11am.
Royal Mail Tracked 48 provides an estimated delivery within 2–3 working days.
24-hour upgrades are available, but delivery times exclude weekends and public holidays.
If you request your parcel to be left in a safe place, this is done at your own risk. Proof of delivery from the carrier will be considered final.

Larger items sent via courier may incur additional postage charges for certain postcodes (see above).

International Orders

We are pleased to offer international and European shipping; however, please note:

We cannot send any food items overseas due to customs restrictions. Any food items included in international orders will be refunded.
The postage paid may not always cover the full cost of shipping due to varying international rates. In these cases, we will contact you with the additional postage required.
You will then have the option to pay the additional amount or cancel your order for a full refund.
This especially applies to bulky (e.g. Vet Bed) or heavy items, where postage costs are significantly higher.
International orders are sent via an economy tracked service, and customs fees or import duties are the responsibility of the customer.

Returns and Refunds

We want you to be happy with your purchase.

You have the right to return your order within 14 days of delivery, in line with UK consumer law.

If your item arrives faulty, damaged, or incorrect, please contact us at customerservices@pawstrading.co.uk within 14 days of delivery, and we will arrange a replacement or refund.
If you change your mind or order the wrong item, you may return it in unused and resalable condition within 14 days of delivery. Return postage costs are the responsibility of the customer, and a restocking fee of up to 25% may apply.
Refunds are processed once items are received and inspected.

Please contact us before returning any items so we can provide return instructions.

Undelivered Parcels

If a parcel is returned to us due to non-collection or incorrect address details, a redelivery charge will apply before the item can be resent.

Damaged Deliveries

If your parcel arrives with visible damage, please accept the delivery but take photos before opening.

Take clear photos of the unopened parcel showing the damage and the shipping label.
Open the parcel and photograph the packaging and damaged item(s).
Keep all packaging and contents until we finish the claim.
Email your photos and order number to customerservices@pawstrading.co.uk within 48 hours of delivery.

This helps us resolve your issue quickly with the carrier and arrange a replacement or refund.

Missing Parcels

If your order hasn’t arrived 10 working days after dispatch, please contact us so we can investigate with the carrier.
We may ask you to complete a non-receipt declaration to help us process a claim and replacement.

Privacy Policy

Your privacy is very important to us. We collect and process only the information necessary to provide and improve our services.

Information We Collect

Contact details (name, email, address, phone number)
Order and payment information (processed securely by third-party payment providers)
Information you provide via forms, surveys, or competitions

How We Use Your Information

To process and deliver your orders
To provide customer service and respond to enquiries
To send updates, offers, or newsletters (only if you opt in)
To improve our website and services
To comply with legal obligations or prevent fraud

Sharing Your Information

We only share data with trusted service providers (e.g. payment processors, couriers) who assist in running our business.
We never sell your data to third parties.

Data Retention

We keep your information only as long as necessary for business and legal purposes.
You can request correction or deletion of your data by emailing jack@pawstrading.co.uk.

Marketing and Communications

You can unsubscribe from marketing emails at any time using the link in our messages or by contacting us directly.

Contact

If you have any concerns about your data, please contact:

Jack Wilkinson
Pawstrading Ltd
Unit 6, EF Business Park, Church View, Clay Cross, Chesterfield, Derbyshire, S45 9HA
Email: jack@pawstrading.co.uk

Subscriptions

We offer subscription options on selected products for customer convenience. By subscribing, you agree to the terms outlined below.

How Subscriptions Work

Subscription orders are automatically placed at the interval you selected at checkout. Payments will be taken using the card details you provided. Orders will be dispatched once payment has been successfully processed.

Stock Availability

All subscriptions depend on product availability. If an item is out of stock, we may pause or cancel the upcoming order. We will notify you, and you may restart the subscription once stock returns.

Price Changes

Product prices may change due to supplier increases or changes in production costs.
If a price increase occurs, we reserve the right to cancel your subscription. You will be notified of any cancellation and may choose to start a new subscription at the updated price.

Discount Codes and Subscriptions

Please note: any product purchased with an extra discount will be honoured. However, if it is purchased on subscription, all future recurring subscription orders will be cancelled.
After your initial discounted order, you will need to create a new subscription at the standard price.

Your Right to Cancel

You can cancel or amend your subscription at any time through your customer account. Changes must be made before your next billing date.

Our Right to Cancel

We may cancel a subscription at any time for reasons including, but not limited to:

Stock shortages
Price increases
Payment failure
Misuse of subscription discounts
Product discontinuation

Where possible, we will notify you before cancelling.

Updates

From time to time, we may update these Terms and Conditions or our Privacy Policy. Please check this page periodically for the latest version.