TERMS AND CONDITIONS OF SALE FOR MADDY PAWS

Welcome to Maddy Paws. These Terms and Conditions govern your use of our website and the purchase of any products from us. By placing an order, you agree to be bound by these terms.

1. ABOUT US
This website is operated by Melanie Smith, operating as a sole trader trading under the business name Maddy Paws. Our contact email is [email protected] and our business address is 57 Berry Drive, Paignton, Devon, TQ3 3QW

2. GEOGRAPHIC RESTRICTIONS
We are a UK-based business. We only accept orders from, and deliver to, addresses within England, Scotland, Wales, and Northern Ireland. We do not ship internationally or to the Republic of Ireland.

3. CONTRACT FORMATION (ORDER ACCEPTANCE)
When you place an order via our checkout, you will receive an automatic email acknowledging your order details. This email is a confirmation of receipt, not a legal acceptance of your order. A legally binding contract is only formed when we physically dispatch your goods and send you a dispatch confirmation. We reserve the right to cancel and refund any order prior to dispatch if there has been a pricing error, inventory shortage, or delivery restriction. If we are unable to fulfill an order, we will contact you immediately and issue a full refund; we do not provide substitute goods or services of equivalent quality and price unless explicitly agreed upon with you in advance.

4. PRODUCT SAFETY AND LIMITATION OF LIABILITY
Our dog collars, leads, and accessories are designed and manufactured with pet comfort and security in mind. However:
- It is entirely the customer’s responsibility to ensure that the product is a suitable fit, size, and strtheir specific dog.
- Dog owners must inspect collars and leads regularly for any signs of wear, tear, or damage before every use.
- We accept no liability for any loss, injury, damage, or pet escape resulting from the failure, misuse, or natural wear and tear of our products.

5. PRICES AND PAYMENT
All prices on our store are listed in GBP (£). Payment must be made in full at the time of ordering via our available secure payment gateways.

6. DELIVERY AND RISK
We ship via Royal Mail Tracked. Delivery timelines are estimates only. The risk of loss or damage to the products passes to you as soon as the carrier marks the package as successfully delivered to your specified address or designated "safe place".

7. RETURNS, CANCELLATIONS, AND REFUNDS POLICY
In accordance with UK consumer laws, we want you to be completely happy with your purchase for your pet. Our return policies are outlined below:

- Cancellation Window: You have the right to cancel your purchase and return an item within 14 days from the date you receive your goods.
- Condition of Eligible Returns: To qualify for a refund, items must be returned to us brand new, unused, undamaged, and completely free of dog hair, dirt, chew marks, or odors.
- Proof of Purchase: All returns must be accompanied by a receipt, order confirmation email, or proof of purchase.
- Items Not Eligible for Return: For hygiene and safety reasons, we cannot accept returns on items that have been worn on walks, dirtied, or damaged by a pet. - Custom-made or personalised items are exempt from the 14-day return rule and cannot be returned or refunded unless they arrive faulty. Sale and clearance items are also non-refundable unless faulty.
- How to Return an Item: To start a return, please email us at [email protected] with your order number. Once approved, securely package the item and send it back to our business address listed in Section 1.
- Return Postage Costs: The customer is entirely responsible for covering the postage costs to return an item, unless the product arrived inherently faulty or we sent the incorrect item. We strongly recommend using a tracked service, as we are not responsible for return items lost in the post.
- Expecting Your Refund: Once your return is received and inspected to ensure it meets our condition guidelines, we will send you an email notification. If approved, your refund will be processed back to your original payment method within 14 days of us receiving the returned goods.

8. GOVERNING LAW
These terms are governed by the laws of England and Wales [Note: change to Scotland or Northern Ireland if you live there], and any disputes will be subject to the exclusive jurisdiction of those courts.