Terms & Conditions

1. Introduction

These Terms and Conditions (“Terms”) govern your use of the Frankie & Paws website (frankieandpaws.co.uk) and any purchases 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 or making a purchase. If you do not agree with any part of these Terms, you should not use our website.

2. About Us

• Business Name: Frankie & Paws
• Address: Unit 6, Turner Street, Dudley, DY1 1TX
• Email: hello@frankieandpaws.com
• Website: frankieandpaws.co.uk

References to “we”, “us”, or “our” refer to Frankie & Paws. References to “you” or “your” refer to the customer or website visitor.

3. Products

3.1 Product Descriptions

We make every effort to ensure that product descriptions, images, and information on our website are accurate. However, we do not warrant that descriptions, colours, or other content are error-free, complete, or current. Slight variations in colour may occur due to screen settings and photographic lighting.

3.2 Product Suitability

Our products are designed for dogs. It is your responsibility to ensure that any product you purchase is suitable for your pet. If your pet has known allergies, sensitivities, or medical conditions, we recommend consulting your veterinarian before using our products.

3.3 Availability

All products are subject to availability. We reserve the right to discontinue any product at any time without notice.

4. Pricing and Payment

4.1 Prices

All prices displayed on our website are in pounds sterling (£) and include VAT where applicable. We reserve the right to change prices at any time, but changes will not affect orders already confirmed.

4.2 Payment

We accept payment via the methods displayed at checkout. All payments are processed securely through Stripe. We do not store your payment card details.

4.3 Payment Errors

In the unlikely event that the price of a product has been incorrectly listed on our website, we will contact you before dispatching the order to inform you of the correct price. You will have the option to proceed at the correct price or cancel your order for a full refund.

5. Orders

5.1 Placing an Order

When you place an order through our website, you are making an offer to purchase the products in your basket. All orders are subject to acceptance by us.

5.2 Order Confirmation

You will receive an email acknowledging receipt of your order. This acknowledgement does not constitute acceptance. A contract between you and Frankie & Paws is formed only when we dispatch your order and send you a dispatch confirmation email.

5.3 Order Cancellation by Us

We reserve the right to refuse or cancel any order for any reason, including but not limited to product unavailability, errors in pricing or product information, or suspected fraudulent activity. If we cancel your order, you will receive a full refund.

6. Delivery

6.1 Delivery Area

We currently deliver to addresses within the United Kingdom only.

6.2 Delivery Options and Costs

Delivery options and costs will be displayed at checkout before you complete your order. We offer standard and express delivery options where available.

6.3 Delivery Timescales

Estimated delivery timescales are provided at checkout and in your dispatch confirmation email. Whilst we make every effort to deliver within the estimated timeframe, delivery dates are not guaranteed. We are not liable for delays caused by circumstances beyond our reasonable control.

6.4 Delivery Issues

If your order has not arrived within a reasonable period after the estimated delivery date, please contact us at hello@frankieandpaws.com and we will investigate. If your order is confirmed as lost, we will resend the items or provide a full refund at your choice.

6.5 Risk and Ownership

Risk of loss or damage to products passes to you upon delivery. Ownership of the products passes to you once we have received payment in full.

7. Your Right to Cancel (Consumer Cancellation Rights)

7.1 Cooling-Off Period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

7.2 How to Cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement. You can do this by:

• Emailing us at hello@frankieandpaws.com
• Using the cancellation form at the end of these Terms

7.3 Return of Goods

You must return the goods to us without undue delay and in any event within 14 days of notifying us of your cancellation. You will bear the cost of returning the goods unless they are faulty or not as described.

Goods must be returned in their original condition, unused, and in their original packaging where possible.

7.4 Refund

We will reimburse all payments received from you, including standard delivery costs (but not any additional costs if you chose a delivery method other than our standard option). Refunds will be processed within 14 days of receiving the returned goods, or evidence that you have sent them back, whichever is earlier.

Refunds will be made using the same payment method used for the original purchase.

7.5 Exceptions

The right to cancel does not apply to:

• Products that have been opened, unsealed, or used where return would be unsuitable for health or hygiene reasons
• Products that have been personalised or made to your specifications

8. Returns and Refunds

8.1 Faulty or Damaged Goods

Under the Consumer Rights Act 2015, you have the following rights if products are faulty, not as described, or not fit for purpose:

• Within 30 days of delivery — You are entitled to a full refund.
• Within 6 months of delivery — We will repair or replace the product. If repair or replacement is not possible, you are entitled to a full refund.
• After 6 months — You must demonstrate that the product was faulty at the time of delivery. We will offer a repair or replacement, or a partial refund if neither is possible.

8.2 How to Return

To return a product, please contact us at hello@frankieandpaws.com with your order number and details of the issue. We will provide instructions for returning the item.

For faulty or incorrectly described goods, we will cover the cost of return postage.

8.3 Refund Processing

Refunds will be processed within 14 days of receiving the returned goods. Refunds will be made to the original payment method.

9. Promotional Codes and Discounts

9.1 General Terms

Promotional codes and discount offers are subject to the specific terms stated at the time of the promotion. Unless otherwise stated:

• Promotional codes are single use and cannot be combined with other offers
• Promotional codes have no cash value and cannot be exchanged for cash
• We reserve the right to withdraw or amend any promotion at any time

9.2 Misuse

We reserve the right to cancel orders or withhold discounts where we reasonably believe promotional codes have been used fraudulently or in breach of the promotional terms.

10. Intellectual Property

10.1 Our Content

All content on our website, including but not limited to text, images, graphics, logos, trademarks, the Frankie & Paws brand name, and the Frankie & Paws logomark, is owned by or licensed to Frankie & Paws and is protected by UK and international intellectual property laws.

10.2 Permitted Use

You may view, download, and print content from our website for your own personal, non-commercial use. You must not reproduce, distribute, modify, or use any content for commercial purposes without our prior written consent.

10.3 User Content

If you submit any content to us (such as reviews, photos, or feedback), you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, and display that content in connection with our business. You warrant that any content you submit does not infringe the rights of any third party.

11. User Accounts

11.1 Account Creation

You may be required to create an account to access certain features of our website. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

11.2 Accuracy

You agree to provide accurate, current, and complete information when creating your account and to update your information as necessary.

11.3 Termination

We reserve the right to suspend or terminate your account at any time if we reasonably believe you have breached these Terms or are using the account fraudulently.

You may close your account at any time by emailing us at hello@frankieandpaws.com.

12. Website Use

12.1 Acceptable Use

You agree not to use our website:

• For any unlawful purpose or in violation of any applicable law or regulation
• To transmit any harmful, threatening, abusive, or objectionable material
• To interfere with or disrupt the operation of the website or its servers
• To attempt to gain unauthorised access to any part of the website
• To scrape, harvest, or collect data from the website without our consent
• To impersonate any person or entity

12.2 Availability

We do not guarantee that our website will be available at all times or be free from errors. We reserve the right to suspend or withdraw the website at any time without notice.

13. Third-Party Links

Our website may contain links to third-party websites. These links are provided for your convenience and do not imply endorsement by Frankie & Paws. We are not responsible for the content, accuracy, or practices of any third-party websites.

14. Limitation of Liability

14.1 Consumer Rights Preserved

Nothing in these Terms shall limit or exclude our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law, including your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

14.2 Exclusions

Subject to clause 14.1, we shall not be liable for:

• Any indirect, incidental, special, or consequential losses
• Any loss of profit, revenue, business, or anticipated savings
• Any loss of data or information
• Any loss arising from your use of products in a manner not recommended by us
• Any adverse reaction your pet may have to our products, where the product has been used in accordance with its instructions and you have not notified us of any known allergies or sensitivities

14.3 Maximum Liability

Subject to clause 14.1, our total liability to you in connection with any order shall not exceed the total amount paid by you for that order.

15. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, strikes, government actions, power failures, internet or telecommunications failures, or disruptions to postal or courier services.

16. Complaints and Disputes

16.1 Complaints

If you have a complaint about any aspect of our service, please contact us at hello@frankieandpaws.com. We will endeavour to resolve your complaint as quickly as possible.

16.2 Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may wish to consider alternative dispute resolution (ADR). You can find a certified ADR provider through the Chartered Trading Standards Institute at tradingstandards.uk. We are not obliged to participate in ADR but will consider it on a case-by-case basis.

17. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or your use of our website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms affects your rights as a consumer under applicable law.

18. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by any court or tribunal of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If modification is not possible, the provision shall be severed and the remaining provisions shall continue in full force and effect.

19. Entire Agreement

These Terms, together with our Privacy Policy and any specific terms relating to promotions or offers, constitute the entire agreement between you and Frankie & Paws in relation to your use of our website and your purchases from us.

20. Changes to These Terms

We reserve the right to update or amend these Terms at any time. Any changes will be posted on this page with an updated “Last updated” date. Your continued use of the website after changes are posted constitutes acceptance of the revised Terms.

Where changes are significant, we will notify you by email or via a prominent notice on our website.