Terms of service

Terms of Service

Welcome to Pawlace.

These Terms of Service (“Terms”) govern your use of our website pawlace.shop and any purchase you make from us. By accessing our website or placing an order, you agree to be bound by these Terms.

Please read these Terms carefully before using our website.

1. About Us

This website is operated by Pawlace.

Throughout the site, the terms “we”, “us” and “our” refer to Pawlace.

Website: pawlace.shop
Email: support@pawlace.shop

2. Use of Our Website

By using our website, you confirm that you are at least the age of majority in your country or region, or that you have permission from a parent or legal guardian.

You agree not to use our website:

For any unlawful purpose
To violate any laws or regulations
To transmit viruses, malware, or harmful code
To interfere with the security or operation of the website
To attempt to gain unauthorised access to our systems
To copy, reproduce, or misuse our content without permission
To provide false or misleading information

We reserve the right to refuse service, cancel orders, or restrict access to the website if we believe these Terms have been violated.

3. Products and Descriptions

We do our best to display product information, descriptions, images, colours, sizes, and prices as accurately as possible.

However, we cannot guarantee that your device’s display will show colours or details exactly as they appear in real life.

Product availability may change without notice. We reserve the right to limit quantities, discontinue products, update product descriptions, or change prices at any time.

4. Orders

When you place an order through pawlace.shop, you agree that all information provided is accurate, complete, and up to date.

After placing an order, you may receive an order confirmation email. This does not mean your order has been fully accepted.

We reserve the right to refuse, cancel, or limit any order for reasons including, but not limited to:

Product unavailability
Incorrect pricing or product information
Suspected fraud or unauthorised payment
Delivery restrictions
Errors in your order details
Abuse of promotions, discounts, or offers

If we cancel your order after payment has been taken, we will refund the amount paid to your original payment method.

5. Prices and Payment

All prices are shown in the currency displayed at checkout.

Prices may change at any time without notice. The price you pay is the price shown at checkout when your order is placed.

We accept the payment methods displayed at checkout. Payments are processed securely through third-party payment providers.

We do not store your full payment card details on our own systems.

You agree to provide current, complete, and accurate billing and payment information for all purchases.

6. Discount Codes and Promotions

Discount codes, promotional offers, and bundle offers may be subject to additional conditions.

We reserve the right to modify, suspend, or cancel promotions at any time.

Discounts cannot be applied retrospectively to previous orders unless clearly stated.

Only one discount code may be used per order unless otherwise stated.

7. Shipping and Delivery

We aim to process and dispatch orders as quickly as possible.

Estimated delivery times are provided for guidance only and may vary due to courier delays, customs checks, stock availability, holidays, weather conditions, or other circumstances outside our control.

Once your order has been dispatched, you may receive tracking information where available.

You are responsible for providing a correct and complete delivery address. We are not responsible for failed delivery caused by incorrect or incomplete address details provided by the customer.

For more information, please review our Shipping Policy.

8. Returns, Refunds, and Cancellations

If you are a customer in the United Kingdom, you may have the right to cancel most online purchases within 14 days of receiving your order.

To request a return, refund, or cancellation, please contact us at:

support@pawlace.shop

Returned items must usually be unused, in their original condition, and suitable for resale unless the item is faulty, damaged, or incorrect.

For hygiene and safety reasons, certain pet products may not be accepted for return if they have been used, opened, damaged, stained, or exposed to pet hair, odours, or wear.

Your statutory rights are not affected.

For full details, please review our Return & Refund Policy.

9. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, defective, or incorrect, please contact us as soon as possible at:

support@pawlace.shop

Please include:

Your order number
A description of the issue
Clear photos or videos of the item
Photos of the packaging, if the item arrived damaged

If the issue is confirmed, we may offer a replacement, refund, repair, or another suitable solution in accordance with your legal rights.

10. Product Use and Pet Safety

Our products are designed for pet-related use, but every pet is different.

You are responsible for choosing products that are suitable for your pet’s size, breed, age, behaviour, and needs.

Please supervise your pet when using toys, accessories, mats, feeders, beds, or any other product where appropriate.

Stop using any product immediately if it becomes damaged, broken, unsafe, or unsuitable for your pet.

Pawlace is not responsible for harm caused by misuse, lack of supervision, failure to follow instructions, or continued use of damaged products.

11. Accuracy of Website Information

We try to ensure that all information on our website is accurate and up to date.

However, there may occasionally be errors, omissions, or inaccuracies relating to product descriptions, pricing, promotions, availability, shipping times, or other information.

We reserve the right to correct errors, update information, or cancel orders if any information on the website is inaccurate, even after an order has been placed.

12. Third-Party Tools and Links

Our website may contain links to third-party websites, apps, services, payment providers, shipping providers, or tools.

We are not responsible for third-party websites or services, including their content, policies, availability, security, or practices.

Using third-party services is at your own risk and may be subject to their own terms and policies.

13. Intellectual Property

All content on pawlace.shop, including text, images, graphics, logos, icons, product layouts, website design, branding, and other materials, is owned by or licensed to Pawlace unless otherwise stated.

You may not copy, reproduce, distribute, modify, sell, or use our content for commercial purposes without our written permission.

14. User Comments, Reviews, and Submissions

If you submit reviews, comments, photos, feedback, suggestions, or other content to us, you agree that we may use, display, reproduce, edit, publish, or share that content for business, marketing, or website purposes.

You agree that your submissions will not:

Violate the rights of any third party
Contain false, abusive, offensive, or unlawful material
Contain malware, spam, or harmful content
Mislead other customers

We reserve the right to remove or edit content at our discretion.

15. Privacy

Your privacy is important to us.

Our collection and use of personal information is explained in our Privacy Policy.

By using our website, you acknowledge that your information will be handled in accordance with our Privacy Policy.

16. Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or breach of your statutory rights.

To the fullest extent permitted by law, Pawlace will not be liable for indirect, incidental, special, or consequential losses, including loss of profit, loss of revenue, loss of data, or business interruption.

We are not responsible for delays, failures, or issues caused by events outside our reasonable control, including courier delays, customs issues, internet outages, payment provider problems, natural events, or other third-party disruptions.

17. Indemnity

You agree to indemnify and hold Pawlace harmless from any claim, loss, liability, damage, cost, or expense arising from your breach of these Terms or your misuse of our website or products.

18. Changes to These Terms

We may update or change these Terms from time to time.

Any changes will be posted on this page with a new “Last updated” date.

Your continued use of the website after changes are posted means you accept the updated Terms.

19. Severability

If any part of these Terms is found to be unlawful, invalid, or unenforceable, that part will still be enforceable to the fullest extent permitted by law, and the remaining parts will continue in effect.