Terms of service
PawDefense Terms of Service
Last updated: October 2026
OVERVIEW
These Terms of Service govern your use of the PawDefense website and any purchase you make through our online store.
Throughout these Terms, the terms “PawDefense”, “we”, “us” and “our” refer to the operator of the PawDefense online store.
Our store is hosted on Shopify, which provides the ecommerce platform that enables us to offer products and services to customers.
By accessing our website, browsing our products or placing an order, you agree to these Terms of Service together with any policies referenced in them.
Nothing in these Terms limits or removes any statutory rights that you have as a consumer under applicable law.
1. OUR ONLINE STORE
PawDefense operates an online store offering physical pet-care products and related accessories.
Our products may be supplied and dispatched using third-party suppliers and fulfilment partners.
The dispatch location may vary depending on the product and current stock availability.
Some products may be dispatched from facilities within the United Kingdom, while others may be fulfilled from other locations.
We do not represent third-party fulfilment facilities as PawDefense-owned warehouses.
2. PRODUCT INFORMATION
We aim to ensure that product descriptions, photographs, specifications, prices and availability information displayed on our website are accurate.
However, minor differences may occur in areas such as colour, packaging or appearance due to screen settings, supplier updates or manufacturing changes.
Any material product characteristics will be described as accurately as reasonably possible.
If a product you receive is faulty, damaged or materially different from its description, your statutory consumer rights are not affected.
3. PRODUCT AVAILABILITY
All products are subject to availability.
Stock information may change without notice because products may be held or fulfilled by third-party suppliers.
Adding an item to your cart does not reserve that product.
If a product becomes unavailable after you place an order, we will contact you and, where appropriate, offer an alternative resolution or refund.
4. PRICES
All prices displayed on our website are shown in the currency stated on the website or at checkout.
The total price payable, including any applicable delivery charges and taxes that we are required to display or collect, will be shown before you complete your order.
We may change product prices at any time before an order is placed.
A price change will not affect an order that has already been accepted, except where there has been an obvious pricing error and applicable law allows the error to be corrected.
5. ORDERS
When you place an order, you are making an offer to purchase the products included in that order.
You are responsible for ensuring that the information you provide during checkout is complete and accurate.
After an order is placed, you may receive an electronic confirmation.
An order may be refused or cancelled for legitimate reasons, including:
• A product becoming unavailable
• An obvious pricing or product-information error
• Payment not being authorised
• Suspected fraud or unauthorised payment activity
• An inability to fulfil the order to the delivery address provided
Where payment has already been taken for an order that we cannot fulfil, an appropriate refund will be issued.
6. PAYMENT
Available payment methods are displayed during checkout.
We do not guarantee that every payment method will be available for every customer or transaction.
Payments may be processed by third-party payment providers.
Your use of a payment method may also be subject to the payment provider's own terms and conditions.
PawDefense does not require customers to send payment information outside the checkout process shown on our website.
7. DELIVERY AND FULFILMENT
Delivery information is governed by our Shipping Policy, which forms part of these Terms.
Delivery times vary depending on the product, inventory availability, fulfilment location and courier conditions.
Any delivery timeframe displayed on our website is an estimate unless expressly stated otherwise.
PawDefense works with third-party suppliers and fulfilment partners to process and dispatch orders.
Products in the same order may occasionally be shipped separately where they are fulfilled from different locations.
Please review our Shipping Policy for additional information about delivery, tracking, damaged parcels, lost shipments and address issues.
8. CANCELLATIONS, RETURNS AND REFUNDS
Your cancellation, return and refund rights are explained in our Refund & Returns Policy.
PawDefense offers a voluntary 30-day return period for eligible products in addition to applicable statutory consumer rights.
For online purchases of goods, UK consumers generally have a statutory right to notify the seller of cancellation within 14 days after receiving the goods, subject to applicable exceptions.
Nothing in these Terms or our voluntary return policy limits your statutory consumer rights.
Please review our Refund & Returns Policy before returning any product.
9. ORDER CHANGES AND CANCELLATIONS BEFORE FULFILMENT
Where available, customers may request cancellation shortly after placing an order.
After an order has entered the fulfilment process, we may be unable to change or stop the shipment.
If this occurs, any statutory cancellation rights that apply after delivery remain unaffected.
10. PROMOTIONS AND DISCOUNTS
From time to time, PawDefense may offer discount codes, bundles, promotional prices or other offers.
Unless otherwise stated:
• Promotions are subject to availability
• Promotional periods may be limited
• Discount codes may have eligibility requirements
• Multiple promotions may not always be combined
• Certain products may be excluded
The terms of a particular promotion will be displayed where appropriate.
We will not intentionally advertise a discount or promotional saving in a misleading manner.
11. THIRD-PARTY SUPPLIERS AND SERVICES
We may use third-party companies to support parts of our business, including:
• Product supply
• Order fulfilment
• Delivery
• Payment processing
• Website hosting
• Analytics
• Customer communications
Use of third-party providers does not remove any responsibility that PawDefense has to customers under applicable consumer law.
Our website may also contain links to third-party websites.
We are not responsible for the content, security or privacy practices of independent third-party websites that we do not control.
12. SHOPIFY
Our online store is hosted using Shopify.
Shopify provides the ecommerce technology used to operate the store but does not become the seller of PawDefense products merely because the store uses the Shopify platform.
Your personal information may be processed by Shopify and other service providers as described in our Privacy Policy.
13. CUSTOMER ACCOUNTS
Where customer accounts are available, you are responsible for keeping your account login information confidential.
You must provide accurate information when creating or using an account.
Please contact us if you believe that your account has been accessed without your permission.
14. WEBSITE USE
You must not use our website:
• For unlawful or fraudulent purposes
• To attempt to gain unauthorised access to our systems
• To transmit malicious software
• To interfere with the operation or security of the website
• To impersonate another person
• To submit deliberately false information
We may take reasonable steps to protect the website, our customers and our business from misuse.
15. INTELLECTUAL PROPERTY
Unless otherwise stated, the PawDefense name, branding, website design, original written content and other materials created for PawDefense are protected by applicable intellectual property laws.
You may use our website for normal personal shopping purposes.
You must not reproduce, republish or commercially exploit PawDefense-owned content without permission, except where permitted by law.
Third-party trademarks, product images or materials remain the property of their respective owners where applicable.
16. CUSTOMER REVIEWS AND USER CONTENT
Where PawDefense allows customers to submit genuine product reviews, photographs, videos or other content, you must only submit content that reflects your genuine experience and that you have the right to provide.
We may moderate or remove content where reasonably necessary, including content that:
• Is unlawful
• Contains personal or confidential information
• Is abusive or threatening
• Is spam
• Is unrelated to the product
• Infringes another person's rights
• Is fraudulent or misleading
We will not knowingly present fabricated reviews as genuine customer feedback.
17. ERRORS AND WEBSITE AVAILABILITY
We aim to keep our website accurate and available.
However, occasional technical errors, interruptions or outdated information may occur.
Where we identify a material error affecting an order, we will take reasonable steps to correct it and communicate with the affected customer.
We do not guarantee that the website will operate without interruption at all times.
18. CONSUMER RIGHTS
Products sold to consumers must meet applicable legal requirements.
Nothing in these Terms attempts to exclude responsibility for goods that are:
• Not as described
• Not of satisfactory quality
• Not fit for their intended purpose where the law requires this
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability that cannot legally be excluded for death or personal injury caused by negligence.
Your statutory rights are not affected.
19. LIABILITY
To the extent permitted by law, PawDefense is not responsible for losses that were not reasonably foreseeable when the contract was formed or for losses arising from circumstances outside our reasonable control.
However, nothing in these Terms excludes or restricts any liability or consumer remedy that cannot lawfully be excluded or restricted.
These Terms are intended for consumer purchases and must be interpreted consistently with applicable consumer-protection law.
20. PRIVACY AND PERSONAL INFORMATION
Our handling of personal information is explained in our Privacy Policy.
Please review our Privacy Policy for information about the types of personal information we collect, why we use it, service providers involved in processing and your privacy rights.
21. CHANGES TO THESE TERMS
We may update these Terms from time to time to reflect changes to:
• Our business
• Our website
• Our products or services
• Applicable laws or regulations
• Our operational practices
The current version will be published on this website together with its most recent update date.
Changes will not retrospectively remove consumer rights that already apply to an existing order.
22. SEVERABILITY
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
23. COMPLAINTS
If you experience a problem with an order or our service, please contact PawDefense through our Contact page.
Please include your order number where applicable so that we can investigate the matter.
We aim to handle customer complaints fairly and within a reasonable timeframe.
24. CONTACT
For questions about these Terms, an order or PawDefense services, please contact us through the Contact page on our website.
Our legal business information will be displayed on the website and Legal Notice as applicable.