Terms of Service

These terms apply whenever you use this website or place an order with us. Please read them alongside our Privacy Policy and Refund Policy.

1. Who we are

The Paw Support is a trading name of Website Prism Ltd ("we", "us", "our"), a company registered in England & Wales, company number 17462217, registered office Office 21148, 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom. Email: hello@thepawsupport.com | Phone/WhatsApp: +44 7862 608099. Our registered office is our address for correspondence and complaints.

This website is operated by Website Prism Ltd. We do not hold stock ourselves: when you order, we place your order with our supplier, and they dispatch it to you from their UK warehouse by tracked courier. We remain your seller and are responsible for your order.

2. Using this site

You must be at least 18 years old, or have a parent or guardian's permission, to place an order with us. You agree to use this site only for lawful purposes and not to misuse it — for example, by attempting to gain unauthorised access, introducing malicious code, or scraping content without permission.

3. Products and pricing

We try to describe and price our products accurately. If we discover a pricing or description error on an order you've placed, we'll contact you before dispatch to confirm whether you'd like to proceed at the correct price, amend your order, or cancel it. All prices are shown in pounds sterling (GBP) and are the full price payable, including any VAT, plus any delivery charge shown before you pay.

4. Orders and when a contract is formed

Placing an order is an offer by you to buy the product(s) at the price stated. Our order confirmation email is our acceptance and forms the contract between us. If we are unable to supply the goods (for example if a product is unexpectedly out of stock), we'll tell you and refund you in full.

5. Payment

You can pay by UK bank transfer. We do not store your full card details. By placing an order, you confirm that the payment details provided are your own, or that you're authorised to use them.

Bank transfer orders. If you pay by bank transfer, your order is reserved when you place it and is confirmed only when we receive the full amount in our account, using the payment reference we give you. We hold an unpaid order for 3 days and then cancel it; nothing is taken from you. Please pay only into the account shown on our checkout page and in your order email. Refunds for orders paid by bank transfer are returned to the account you paid from.

6. Delivery

We deliver within the United Kingdom only (not the Channel Islands or the Isle of Man). Standard delivery is £3.99, free on orders of £40 or more. Orders are normally dispatched within 1-2 working days and delivered by tracked courier within 2-4 working days after dispatch. If we haven't delivered by the date we gave, or within 30 days of your order if no date was given, you can cancel and be refunded; you can set us a new deadline first. Risk in the goods passes to you once they're delivered to the address you provided. See Delivery & Returns for details.

7. Your right to cancel

If you're a consumer ordering from within the UK, you have a legal right to cancel most orders within 14 days after you receive your goods, without giving a reason, under the Consumer Contracts (Information, Cancellation and Charges) Regulations 2013. Made-to-measure products, if we sell any, cannot be cancelled once ordered; we will say so on the product page before you pay. Full details, including how to cancel and a model cancellation form, are in our Delivery & Returns page.

8. Faulty or misdescribed goods

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 if a product is faulty, not as described, or not fit for purpose. See our Refund Policy for how to raise this with us.

9. Not veterinary advice

Our product descriptions, quiz recommendations and guides are general information to help you choose suitable products. They are not veterinary advice and are not a substitute for a diagnosis or treatment plan from a qualified vet. If you're concerned about your dog's health or mobility, please speak to your vet.

10. Our liability

We're responsible for loss or damage you suffer that's a foreseeable result of our breaking these terms or acting negligently, but we're not responsible for loss that isn't foreseeable. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that can't be limited or excluded under English law.

11. Intellectual property

The content on this site — including text, images, logos and design — belongs to us or our licensors. You may not reproduce or reuse it without our permission.

12. Governing law

These terms are governed by the law of England and Wales, and any disputes will be dealt with by the courts of England and Wales.

13. Contact and complaints

If you have a question or complaint, email hello@thepawsupport.com or use our Customer Support page. We aim to acknowledge complaints within 2 working days and to respond within 14 days. If we can't resolve a complaint, you may be able to use an alternative dispute resolution (ADR) provider, and we will tell you which one in our final response. You can also bring a claim in the courts of England and Wales (or, if you live in Scotland or Northern Ireland, your local courts).

14. Changes to these terms

We may update these terms from time to time. The version in place when you placed your order is the one that governs that order.