Terms of service

Terms & Conditions

Last updated: August 16, 2026

Welcome to Pawsy Pets. These Terms & Conditions govern your use of the Pawsy Pets website and your purchase of products from us.

By accessing or using our website, or by placing an order with us, you agree to these Terms & Conditions. Please read them carefully before placing an order.

1. About Us

Pawsy Pets is operated by Hiago Gomes de Andrade, a business registered in Brazil.

Business address:
Rua Higino Braga 119, Planalto
Lagoa Formosa, MG 38720-000
Brazil

Email: support@pawsypets.uk

For the purposes of these Terms & Conditions, "Pawsy Pets", "we", "us", and "our" refer to Hiago Gomes de Andrade trading as Pawsy Pets. "You" and "your" refer to the person using our website or purchasing our products.

2. Products

We make reasonable efforts to ensure that product descriptions, images, prices, specifications, and other information displayed on our website are accurate and up to date.

Product images are provided for illustrative purposes. Colours, dimensions, appearance, and other visual characteristics may vary slightly depending on your device, display settings, lighting, or the actual product supplied.

We reserve the right to update product information and availability where reasonably necessary.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

3. Orders and Contract Formation

When you place an order through our website, you are submitting an offer to purchase the selected products.

After placing an order, you will receive an order confirmation by email. This confirms that we have received your order but does not necessarily mean that your order has been accepted.

A contract between you and Pawsy Pets will be formed when we accept your order and confirm that the products have been accepted for fulfilment.

We reserve the right to refuse or cancel an order where reasonably necessary, including where:

a product is unavailable;
there is an obvious error in the product description or price;
we reasonably suspect fraudulent or unauthorised activity;
payment cannot be successfully authorised; or
circumstances outside our reasonable control prevent us from fulfilling the order.

If we cancel an order after payment has been taken, we will provide a full refund for the cancelled order.

We will not use this right to cancel orders unfairly or without a legitimate reason.

4. Prices and Payment

All prices displayed on our website are shown in British pounds sterling (GBP/£) unless otherwise stated.

The total amount payable, including any applicable delivery charges and other mandatory charges known to us at the time of purchase, will be displayed before you complete your order.

We accept the payment methods made available at checkout.

Payment must be successfully authorised before an order can be processed.

We reserve the right to correct genuine pricing or listing errors. If a product has been purchased at an obviously incorrect price due to an error, we may contact you to offer the option of purchasing the product at the correct price or receiving a full refund.

5. Delivery

We currently deliver to addresses within the United Kingdom.

Available delivery methods, applicable delivery charges, processing times, and estimated delivery times will be displayed on the website or at checkout before you complete your purchase.

Unless a different delivery period has been expressly agreed with you, we will aim to ensure that your order is delivered without undue delay and, in any event, within 30 days of the contract being formed where required by applicable law.

Estimated delivery times are not guaranteed unless expressly stated otherwise.

Delivery times may be affected by circumstances outside our reasonable control, including carrier delays, customs procedures, severe weather, strikes, transportation disruption, or other unforeseen events.

Once your order has been dispatched, tracking information may be provided where available.

If an order is significantly delayed or cannot be delivered, please contact us at support@pawsypets.uk.

6. Customs Duties, Import Taxes and VAT

Where products are shipped from outside the United Kingdom, additional customs procedures, import duties, taxes, or other charges may apply depending on the destination, value, nature, and fulfilment method of the order.

Where any such charges are payable by the customer, we will provide relevant information before or during checkout where applicable and where the amount or responsibility can reasonably be determined.

Customers should not assume that all orders are exempt from customs or import charges.

We will not intentionally misdeclare the origin, value, nature, or contents of an order for customs purposes.

Any VAT or other tax treatment applicable to an order will be handled in accordance with the laws and regulations applicable to the transaction and the fulfilment arrangement.

7. Right to Cancel

If you are a consumer in the United Kingdom, you generally have a legal right to cancel an online purchase within 14 days after the day on which you, or a person you nominate other than the carrier, receives the goods, without giving a reason.

If an order contains multiple goods that are delivered separately, the cancellation period generally runs from the day on which the last goods are received.

This right is subject to applicable legal exceptions.

To exercise your right to cancel, you must inform us of your decision by making a clear statement. You may contact us by email at:

support@pawsypets.uk

You may use the model cancellation form included at the end of these Terms & Conditions, but you are not required to use that form.

To meet the cancellation deadline, it is sufficient for you to send your cancellation communication before the 14-day cancellation period expires.

8. Returning Goods After Cancellation

If you cancel your order under the statutory right to cancel, you must return the goods to us without undue delay and, in any event, within 14 days from the day on which you informed us of your decision to cancel.

You are responsible for taking reasonable care of the goods while they are in your possession.

You may handle the goods to the extent reasonably necessary to establish their nature, characteristics, and functionality, in the same way that you would reasonably be able to inspect them in a shop.

Where permitted by law, we may make a deduction from the refund if the value of the goods has been diminished by handling beyond what is reasonably necessary to establish their nature, characteristics, and functionality.

Certain goods may be excluded from the statutory right to cancel where a legal exception applies. Any applicable exception will be communicated to you before purchase where required.

9. Refunds Following Cancellation

If you validly cancel an order under the statutory right to cancel, we will reimburse the payments received from you, including the cost of standard delivery.

If you selected a more expensive delivery option than the least expensive standard delivery offered by us, we are not required to reimburse the additional cost of that upgraded delivery method.

We will issue the refund without undue delay and, in accordance with applicable law, no later than:

14 days after the day on which we receive the returned goods; or
14 days after you provide evidence that the goods have been returned; or
where we have not yet received the goods and you have not provided evidence of return, 14 days after the day on which we are informed of your decision to cancel, subject to applicable legal requirements concerning the return of the goods.

We may delay reimbursement until we have received the goods back or you have supplied evidence that you have returned them, whichever occurs first, where permitted by law.

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.

You will not be charged a fee for receiving a refund.

10. Return Costs

Where you cancel an order under the statutory right to cancel, you may be responsible for the direct cost of returning the goods unless:

we have agreed to bear the return cost;
the goods are faulty, damaged, incorrect, or not as described; or
applicable law requires us to bear the cost.

Where a product is faulty, damaged, incorrect, or otherwise does not meet your statutory rights, please contact us before returning it so that we can provide appropriate return instructions.

11. Faulty, Damaged or Incorrect Products

We are responsible for ensuring that products supplied to consumers meet applicable statutory requirements.

If you receive a product that is:

damaged;
defective;
materially different from its description;
incorrect; or
otherwise does not meet your statutory rights,

please contact us at support@pawsypets.uk with your order number and details of the issue.

We may request photographs or other reasonable information to help us assess the problem.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction, refund, or another appropriate remedy.

Nothing in these Terms & Conditions limits or excludes your statutory rights.

12. Order Changes and Cancellations Before Dispatch

If you need to change or cancel an order before it has been dispatched, please contact us as soon as possible at support@pawsypets.uk.

We will make reasonable efforts to accommodate your request where the order has not yet entered processing or fulfilment.

However, we cannot guarantee that a cancellation or modification requested before dispatch will be possible once an order has entered processing.

Your statutory cancellation rights remain unaffected.

13. Promotions and Discount Codes

Promotional codes and discounts may be subject to additional terms communicated at the time of the promotion.

Unless otherwise stated:

promotional codes cannot be exchanged for cash;
only one promotional code may be used per order;
promotional codes cannot be combined with other offers; and
promotional offers are subject to availability and any stated expiry date.

We reserve the right to withdraw or modify a promotional offer where reasonably necessary and where permitted by law.

Any changes will not affect orders that have already been accepted.

14. Website Use

You agree not to:

use our website for unlawful purposes;
attempt to gain unauthorised access to our systems;
interfere with the operation, security, or availability of our website;
introduce malicious software, viruses, or harmful code;
attempt to circumvent security or access controls;
reproduce or exploit our website or its content without permission; or
use our website in a manner that could damage Pawsy Pets, our service providers, or other users.

We may restrict or suspend access to our website where reasonably necessary to protect our website, business, customers, or service providers.

15. Intellectual Property

Unless otherwise stated, the content of this website, including our name, logo, branding, graphics, photographs, designs, text, and other original materials, is owned by or licensed to Pawsy Pets.

You may access and use the website for personal and non-commercial purposes.

You must not reproduce, distribute, modify, publish, sell, or commercially exploit our content without our prior written permission, except where permitted by applicable law.

16. Third-Party Services

Our website may rely on or contain links to third-party services, including payment providers, fulfilment providers, delivery providers, analytics services, advertising platforms, and other service providers.

Third-party services may have their own terms and privacy policies.

We are not responsible for the content, availability, security, or policies of third-party websites or services to the extent permitted by applicable law.

17. Product Safety and Intended Use

Products should be used only for their intended purpose and in accordance with any instructions, warnings, age restrictions, or safety information supplied with the product.

Customers should follow any manufacturer instructions supplied with the product.

Nothing in this section limits our legal responsibilities in relation to product safety or defective products.

18. Limitation of Liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

Nothing in these Terms & Conditions excludes or limits your statutory consumer rights.

Nothing in these Terms & Conditions excludes or limits liability for matters that cannot legally be excluded or limited.

To the extent permitted by law, we will not be responsible for indirect or consequential losses that were not reasonably foreseeable at the time the contract was formed.

Nothing in this section affects your legal remedies where a product is faulty, defective, not as described, or otherwise fails to comply with applicable consumer law.

19. Events Outside Our Reasonable Control

We will not be responsible for delays or failures caused by events outside our reasonable control, including natural disasters, extreme weather, war, civil unrest, strikes, transportation disruption, government actions, customs delays, internet or telecommunications failures, or significant disruptions affecting our suppliers, fulfilment providers, or delivery partners.

Where such an event affects your order, we will take reasonable steps to minimise the impact and keep you informed where appropriate.

This section does not remove any rights you may have to cancel an order or obtain a refund under applicable law.

20. Privacy

Our collection and use of personal information is governed by our Privacy Policy.

By using our website, you acknowledge that your personal information may be processed in accordance with our Privacy Policy and applicable data protection law.

Our Privacy Policy is available at:

[INSERT PRIVACY POLICY URL]

21. Complaints

If you have a complaint regarding an order, product, delivery, payment, or our services, please contact us at:

support@pawsypets.uk

Please include your order number and a description of the issue.

We will make reasonable efforts to investigate and respond to complaints as soon as reasonably possible.

22. Changes to These Terms

We may update these Terms & Conditions from time to time where reasonably necessary, including to reflect changes to our services, business practices, or applicable law.

The version applicable to your order will generally be the version in effect when your order is accepted.

The latest version of these Terms & Conditions will be made available on our website.

23. Governing Law and Consumer Rights

These Terms & Conditions are governed by the laws of Brazil.

However, if you are a consumer resident in the United Kingdom, nothing in these Terms & Conditions is intended to remove, restrict, or otherwise limit any mandatory consumer protection rights that apply to you under the laws applicable in the part of the United Kingdom in which you live.

Where mandatory consumer protection law gives you rights that cannot legally be excluded or restricted, those rights will continue to apply.

24. Contact Us

If you have any questions, complaints, or concerns regarding these Terms & Conditions or an order, please contact us:

Pawsy Pets
Operated by: Hiago Gomes de Andrade
Email: support@pawsypets.uk
Business address:
Rua Higino Braga 119, Planalto
Lagoa Formosa, MG 38720-000
Brazil

We aim to respond to customer enquiries as soon as reasonably possible.