TERMS & CONDITIONS

Paw Heaven London

These Terms & Conditions govern your use of the Paw Heaven London website and the purchase of products through our online store.

Please read these Terms & Conditions carefully before using our website or placing an order.

By accessing or using our website, you agree to these Terms & Conditions. If you do not agree with these Terms & Conditions, please do not use our website.

These Terms & Conditions are governed by the laws applicable in the United Kingdom.

Website: pawheavenlondon.com
Email: info@pawheavenlondon.com

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1. ABOUT US

This website is operated by Paw Heaven London.

Throughout these Terms & Conditions, the terms “we”, “us” and “our” refer to Paw Heaven London.

The terms “you”, “your” and “customer” refer to the person accessing our website or purchasing products from us.

Our website is operated using Shopify.

These Terms & Conditions apply to all users of our website, including visitors, customers and anyone who accesses or uses our Services.

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2. USING OUR WEBSITE

By using our website, you confirm that you are legally capable of entering into a binding contract under applicable law.

If you are under 18, you should only use our website with the involvement and permission of a parent or legal guardian.

You agree not to use our website or products:

• For any unlawful purpose;
• To violate any applicable law or regulation;
• To infringe our intellectual property rights or the rights of others;
• To transmit viruses, malware or other harmful code;
• To interfere with the security or operation of our website;
• To attempt to gain unauthorised access to our systems;
• To provide false or misleading information.

We reserve the right to suspend or restrict access to our website where reasonably necessary to protect our business, customers, website or legal rights.

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3. GENERAL CONDITIONS

We reserve the right to refuse service or cancel an order where we have a legitimate reason to do so, including suspected fraud, abuse, unlawful activity or a material breach of these Terms & Conditions.

You must not reproduce, duplicate, copy, sell, resell or exploit any part of our website, products or Services without our prior written permission, except where permitted by law.

Nothing in these Terms & Conditions limits or excludes any rights you have under applicable UK consumer law.

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4. PRODUCTS AND PRODUCT INFORMATION

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

However:

• Product colours may vary slightly depending on your device or screen settings.
• Product images may be for illustrative purposes.
• Product dimensions and specifications may have reasonable variations where applicable.
• Product availability may change without notice.

We reserve the right to discontinue products or modify product specifications where reasonably necessary.

Nothing in this section affects your statutory rights.

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5. PRICES

All prices displayed on our website are shown in British Pounds Sterling (£) unless otherwise stated.

Prices may change from time to time.

Any applicable delivery charges will be clearly displayed before you complete your purchase.

We aim to ensure that all prices displayed on our website are accurate. If we discover a genuine pricing error, we will take reasonable steps to contact you before processing the order.

If an order has been affected by a clear and obvious pricing error and the order has not yet been accepted, we may cancel the order and provide you with a full refund.

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6. PLACING AN ORDER

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

After submitting your order, you will normally receive an order confirmation email acknowledging that we have received your order.

An order confirmation does not necessarily mean that your order has been accepted.

A contract for the sale of the relevant products will be formed when we accept your order and confirm that the products have been dispatched, unless we notify you otherwise.

We reserve the right to decline or cancel an order before acceptance where there is a legitimate reason to do so.

If we cancel an order after payment has been taken, we will issue a full refund of the amount paid for the cancelled order.

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7. ORDER INFORMATION

You are responsible for ensuring that the information provided when placing an order is accurate and complete.

This includes:

• Your full name;
• Delivery address;
• Postcode;
• Email address;
• Telephone number where requested;
• Payment information.

If you provide incorrect information, please contact us as soon as possible at:

info@pawheavenlondon.com

We will make reasonable efforts to assist you, but we cannot guarantee that information can be changed after an order has been processed or dispatched.

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8. PAYMENT

Payments are processed securely through Shopify Payments.

The payment methods available at checkout may vary depending on your order and other factors.

By submitting an order, you confirm that you have the necessary authorisation to use the selected payment method.

We do not normally store your complete payment card details ourselves.

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9. DELIVERY

We currently offer delivery within the United Kingdom only.

Standard delivery is currently FREE unless otherwise stated at checkout.

Orders are normally processed within 1–3 business days.

Estimated delivery is generally 8–12 business days after dispatch.

These delivery times are estimates and are not guaranteed delivery dates unless a specific delivery date has been expressly agreed with you.

Delivery may occasionally take longer due to circumstances outside our reasonable control.

For full information about delivery, please refer to our Shipping & Delivery Policy.

Nothing in our delivery terms affects your statutory rights under UK consumer law.

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10. CANCELLATION AND RETURNS

If you are a UK consumer purchasing online, you may have a legal right to cancel your order within the applicable cancellation period under the Consumer Contracts Regulations 2013.

Where the statutory cancellation right applies, you generally have 14 days from the day after receiving the goods to notify us that you wish to cancel, followed by a further period to return the goods.

Certain products may be exempt from cancellation rights where an applicable legal exemption applies.

For example, cancellation rights may not apply to certain goods that are made to the consumer's specifications or clearly personalised, or other categories specified by law.

For complete information about cancellations, returns and refunds, please refer to our Returns & Refund Policy.

Nothing in our returns policy affects your statutory rights.

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11. FAULTY, DAMAGED OR MISDESCRIBED PRODUCTS

Your statutory rights are not affected by these Terms & Conditions.

Under UK consumer law, goods supplied to consumers must meet applicable legal requirements, including being:

• Of satisfactory quality;
• Fit for purpose;
• As described.

If you receive a product that is faulty, damaged, defective or not as described, please contact us at:

info@pawheavenlondon.com

We will assess the issue and provide the appropriate remedy in accordance with applicable UK consumer law.

Depending on the circumstances, your legal remedies may include repair, replacement, price reduction or refund.

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12. SHIPPING FROM THIRD-PARTY SUPPLIERS

Some products may be fulfilled and shipped directly from third-party suppliers or fulfilment partners.

Where applicable, we may use third-party fulfilment and delivery services to process and deliver your order.

This does not affect your statutory rights or our obligations to you as the seller.

You are not required to deal directly with our suppliers regarding your consumer rights.

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13. IMPORT DUTIES AND TAXES

We currently sell and deliver only within the United Kingdom.

Where applicable, any taxes, duties or charges required by law will be handled in accordance with the applicable UK rules and the information displayed during checkout.

We will not intentionally impose undisclosed charges after you have completed your purchase.

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14. PRODUCT AVAILABILITY

We cannot guarantee that every product will remain available indefinitely.

Products may become unavailable due to stock limitations, supplier issues or other circumstances.

If you place an order for a product that subsequently becomes unavailable before we are able to fulfil it, we will contact you and, where appropriate, provide a refund for the affected product.

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15. ACCURACY OF INFORMATION

We make reasonable efforts to ensure that the information displayed on our website is accurate and up to date.

However, our website may occasionally contain typographical errors, inaccuracies or omissions relating to:

• Product descriptions;
• Prices;
• Promotions;
• Delivery information;
• Availability;
• Other website content.

We reserve the right to correct genuine errors and update information where reasonably necessary.

Where an error materially affects an order you have already placed, we will contact you and provide any rights or remedies required by applicable law.

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16. INTELLECTUAL PROPERTY

Unless otherwise stated, the content of this website is owned by or licensed to Paw Heaven London.

This includes, where applicable:

• Logos;
• Brand names;
• Text;
• Product descriptions;
• Graphics;
• Images;
• Website design;
• Layout;
• Other original content.

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

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17. THIRD-PARTY SERVICES

Our website may use services provided by third parties, including:

• Shopify;
• Shopify Payments;
• SPLite;
• Meta and related advertising technologies.

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

Your use of those services may be subject to the relevant third party's terms.

We are not responsible for third-party services to the extent that matters are outside our reasonable control.

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18. THIRD-PARTY LINKS

Our website may contain links to third-party websites.

These links may be provided for convenience or additional information.

We do not control third-party websites and are not responsible for their content, availability, security or privacy practices.

You should review the applicable terms and privacy policies of any third-party website you visit.

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19. REVIEWS, FEEDBACK AND USER CONTENT

If you submit reviews, feedback, comments, photographs or other content to us, you remain responsible for the content you submit.

You must not submit content that:

• Is unlawful;
• Is fraudulent or misleading;
• Infringes another person's rights;
• Contains malicious code;
• Is defamatory;
• Is abusive or discriminatory;
• Violates privacy rights;
• Infringes intellectual property rights.

Where you submit content for publication, you grant us a non-exclusive licence to use, reproduce, display and distribute that content for the purposes of operating and promoting our business, subject to applicable law.

We reserve the right to remove content that we reasonably believe violates these Terms & Conditions or applicable law.

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20. PROHIBITED USES

You must not use our website or Services to:

• Conduct unlawful activities;
• Commit fraud;
• Attempt to gain unauthorised access to our systems;
• Introduce viruses, malware or harmful code;
• Interfere with website security;
• Collect personal information belonging to other users without lawful authority;
• Impersonate another person or business;
• Provide false or misleading information;
• Infringe intellectual property rights;
• Abuse, threaten or harass our staff, customers or other users;
• Use automated systems to scrape or copy our website without permission.

We reserve the right to take reasonable action where prohibited use occurs.

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21. DISCLAIMER

We aim to keep our website available and functioning properly, but we do not guarantee that the website will always be:

• Available without interruption;
• Completely error-free;
• Free from technical issues;
• Free from viruses or other harmful components.

However, nothing in these Terms & Conditions excludes or limits any liability or consumer rights that cannot lawfully be excluded or limited under UK law.

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22. LIMITATION OF LIABILITY

Nothing in these Terms & Conditions excludes or limits our liability where it would be unlawful to do so.

In particular, nothing in these Terms & Conditions limits your statutory rights as a consumer.

We do not exclude or limit liability for:

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Breach of your statutory consumer rights;
• Any other liability that cannot legally be excluded or limited.

Subject to the above, we will only be responsible for losses that are reasonably foreseeable and arise from our breach of these Terms & Conditions or our legal obligations.

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23. INDEMNITY

If you use our website unlawfully or in breach of these Terms & Conditions and this causes us to suffer a loss, you may be responsible for that loss to the extent permitted by law.

Nothing in this section requires you to compensate us for losses arising from our own unlawful conduct or limits any rights you have under applicable consumer law.

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24. SEVERABILITY

If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable, that provision will be modified or removed only to the extent necessary.

The remaining provisions will continue to apply.

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25. TERMINATION

You may stop using our website at any time.

We may suspend or restrict access to our website where reasonably necessary, including where we reasonably believe that a user has:

• Breached these Terms & Conditions;
• Engaged in fraudulent or unlawful activity;
• Attempted to compromise the security of our website;
• Misused our Services.

Termination or suspension does not affect rights or obligations that arose before termination.

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26. ENTIRE AGREEMENT

These Terms & Conditions, together with our other applicable policies, form the terms governing your use of our website and purchase of products from us.

If there is a conflict between these Terms & Conditions and a mandatory legal right applicable to you, the mandatory legal right will prevail.

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27. GOVERNING LAW AND JURISDICTION

These Terms & Conditions are governed by the laws of England and Wales, unless mandatory consumer protection laws in your country of residence require otherwise.

If you are a consumer, you may also have rights to bring proceedings under the applicable consumer protection laws of the UK jurisdiction in which you live.

Nothing in these Terms & Conditions prevents you from relying on mandatory rights or protections available to you under applicable UK consumer law.

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28. CHANGES TO THESE TERMS & CONDITIONS

We may update these Terms & Conditions from time to time.

When we make changes, we will update the date shown at the top of this page.

You should check this page periodically for the latest version.

Changes will not affect rights that you have already acquired under applicable law.

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29. CONTACT INFORMATION

If you have any questions about these Terms & Conditions, please contact us:

Paw Heaven London

Website: pawheavenlondon.com

Email: info@pawheavenlondon.com

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TERMS & CONDITIONS SUMMARY

Business: Paw Heaven London

Website: pawheavenlondon.com

Contact: info@pawheavenlondon.com

Market: United Kingdom only

Payment provider: Shopify Payments

Fulfilment / delivery: SPLite

E-commerce platform: Shopify

Advertising technology: Meta Pixel

Standard delivery: Free UK delivery

Estimated processing: 1–3 business days

Estimated delivery: 8–12 business days after dispatch

Governing law: England and Wales, subject to applicable mandatory consumer rights

Consumer rights: Nothing in these Terms & Conditions limits statutory consumer rights under applicable UK law.

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Last updated: 2 September 2026