Terms and Conditions

Last updated: August 2026

1. About These Terms

These terms and conditions apply when you purchase products from Puplets ("we", "us", "our") through puplets.co.uk.

By placing an order, you agree to these terms. Please read them carefully before purchasing.

Our details:
Trading name: Puplets
Email: [Your email]
Address: [Your business address]

2. Your Consumer Rights

If you're a consumer in the UK, you have legal rights under the Consumer Rights Act 2015. Nothing in these terms affects those rights.

Key rights include:

• 14-day cooling off period: Return items for any reason (see our Returns Policy)
• Goods must be as described: Matching our website description
• Satisfactory quality: Free from defects
• Fit for purpose: Suitable as a dog collar/charm

3. Products and Pricing

Product Information

• We describe our products as accurately as possible
• Colors may vary slightly due to screen settings
• Product images are representative

Pricing

• All prices are in British Pounds (GBP) and include UK VAT where applicable
• We reserve the right to change prices, but price changes won't affect orders already placed
• If we discover a pricing error, we'll contact you before processing your order

Availability

• Products are subject to availability
• We'll notify you if items are out of stock and offer a refund or alternative

4. Ordering Process

How Orders Work

1. Add items to your cart and customize (size, color, charms)
2. Proceed to checkout and provide delivery details
3. Pay securely via Stripe
4. Receive order confirmation email
5. We process and ship your order

Order Confirmation

• Order confirmation email is acknowledgment of receipt, not acceptance
• We accept your order when we dispatch it
• We may refuse orders at our discretion (e.g., suspected fraud)

Contract Formation

A contract forms when we dispatch your order and send a dispatch confirmation email.

5. Payment

• Payment is processed securely by Stripe
• We accept credit/debit cards as shown at checkout
• Payment is taken when you place your order
• We do not store your card details (handled by Stripe)

6. Delivery

Shipping Policy

• Shipping cost: FREE on all orders
• Delivery time: 3-7 business days (estimate, not guarantee)
• Delivery areas: UK only
• Tracking: Provided where available

Delivery Address

• Provide accurate delivery information
• We're not responsible for failed delivery due to incorrect address
• Risk passes to you upon delivery

Non-Delivery

If your order doesn't arrive within the estimated time:

1. Contact us at [your email]
2. We'll investigate with our delivery partner
3. If lost, we'll send a replacement or refund

7. Returns and Refunds

See our full Returns & Refunds Policy.

Summary

• 14 days: To return items for any reason (from delivery date)
• Condition: Items must be unused and in original packaging
• Personalized items: Custom-made collars may not be returnable if made to your specifications
• Refund time: Within 14 days of receiving your return

8. Faulty or Incorrect Items

If your item is:

• Faulty/damaged: Contact us within 48 hours with photos
• Incorrect: We sent the wrong item
• Not as described: Doesn't match our product description

We'll arrange:

1. Free return shipping (we'll send a prepaid label)
2. Full refund or replacement (your choice)
3. Processing within 5 business days

9. Cancellations

Before Dispatch

• Email us immediately at [your email]
• If we haven't shipped it yet, we'll cancel and refund you
• Refund within 5-10 business days

After Dispatch

• You can still return it under your 14-day cooling off period
• See Returns Policy for details

10. Product Liability

What We're Responsible For

• Faulty products
• Products not matching description
• Negligence causing injury or damage

What We're Not Responsible For

• Normal wear and tear
• Damage from misuse or neglect
• Indirect losses (e.g., lost business, inconvenience)
• Losses where you didn't follow product instructions

Liability Limit

Our liability is limited to the price you paid for the product, except where law doesn't allow limitation (e.g., death/personal injury caused by negligence).

11. Intellectual Property

All content on puplets.co.uk is our property or used with permission:

• Product images
• Text and descriptions
• Website design
• Puplets branding

You may not copy, reproduce, or use our content without permission.

12. Privacy

Your personal data is handled according to our Privacy Policy. By ordering, you consent to us processing your data to fulfill your order.

13. Third-Party Links

Our website may link to third-party sites (e.g., Stripe, social media). We're not responsible for their content or privacy practices.

14. Changes to Terms

We may update these terms to reflect:

• Legal requirements
• Business changes
• Product changes

Updated terms are posted with a new "Last updated" date and apply to future orders.

15. Complaints

We aim to resolve issues quickly. If you're unhappy:

1. Contact us: [Your email] - we'll try to resolve it
2. Alternative Dispute Resolution: Use the EU ODR platform at ec.europa.eu/odr
3. Consumer Ombudsman: You can also contact Consumer Ombudsman services

16. Governing Law

These terms are governed by the laws of England and Wales.

Disputes will be handled in the courts of England and Wales, except:

• If you live in Scotland: Scottish courts
• If you live in Northern Ireland: Northern Ireland courts

17. Contact Us

Questions about these terms?

Email: [Your email]
Address: [Your business address]

We'll respond within 2 business days.