Terms of sale

These terms apply when you buy from Puddlebury at puddlebury.co.uk. Please read them before you order. They include our shipping policy and our returns and refunds policy.

Nothing in these terms affects your legal rights as a consumer.

Who we are

Puddlebury is run by Mackenzie Millward, 698 Harvey Rd, Derby, DE24 0EG, England.

To contact us, email hello@puddlebury.co.uk, write to 698 Harvey Rd, Derby, DE24 0EG, England, or use our contact page.

How to order

1. Add items to your basket. You can check and change your basket at any time before checkout.
2. At checkout, enter your details and pay securely through our payment provider, Stripe. Check everything before you pay. You can go back and correct any mistakes.
3. When your payment goes through, we'll email you an order confirmation.

Our website and these terms are in English only. We keep a record of your order, and your confirmation email contains its details. We suggest you save or print a copy of these terms.

When our contract is made

The contract between us is made when we send your order confirmation email.

If we can't supply something after we've confirmed your order (for example, because it has sold out), we'll tell you as soon as we can and give you a full refund for it.

Prices and payment

• Prices are in pounds sterling (£). We aren’t VAT registered, so there’s no VAT in our prices.
• Delivery charges are shown before you pay. See our shipping policy.
• We take payment when you place your order.
• You can pay by card, Apple Pay, Google Pay, Link or the other options shown at checkout. Payments are handled by Stripe. We never see or store your full card number.

Pricing mistakes

We check our prices carefully, but mistakes can happen. Sometimes a price is obviously wrong, such as a boot liner listed at £0.35 instead of £35. If you could reasonably have noticed the mistake, we can cancel your order and refund you in full, even after we've confirmed it. We'll tell you as soon as we can.

Discount codes

• You can use one discount code per order.
• Codes have no cash value.
• Newsletter subscribers get a code for 10% off their first order. It can be used once.
• Some content creators share their own codes. They have a commercial relationship with us, so their posts about us are labelled as ads.

Delivery

We deliver to addresses in England, Scotland and Wales only. Delivery times are estimates. Our shipping policy explains charges, times, tracking, and what happens if a parcel is late, lost or damaged.

Risk and ownership

Your order is our responsibility until it's delivered to you, or to someone you've asked to receive it for you. It becomes yours once it's delivered.

Cancelling and returning items

You have a legal right to cancel within 14 days after delivery, without giving a reason. We also offer a 30-day returns window. Our returns and refunds policy explains how both work and includes a model cancellation form.

Faulty items

We're under a legal duty to supply products that are of satisfactory quality, fit for purpose and as described. If something is faulty, you have rights under the Consumer Rights Act 2015. Our returns and refunds policy explains them.

Using our products safely

• Check our size guide before you order, and check the fit when your item arrives.
• Supervise your dog while it's using a snuffle mat. Snuffle mats aren't chew toys.
• Check the clips and stitching on your lead before each walk, and stop using it if anything looks worn.

Reviews

We want our reviews to be honest and useful.

• Only verified buyers can leave a review. About 10 days after delivery, we'll email you a link to review your order.
• We publish all genuine reviews, good or bad.
• We never pay for reviews or reward anyone for leaving one.
• We only remove reviews that are abusive, off-topic or fake.
• We only show customers' photos with their permission.

You can read them on our reviews page.

Events outside our control

We're not responsible for delays caused by events outside our control, such as extreme weather or strikes. If one happens, we'll tell you as soon as we can and do what we can to reduce the delay. If there's a risk of a substantial delay, you can contact us to cancel your order and get a refund for anything you've paid for but not received.

Our responsibility to you

If we break these terms or fail to use reasonable care and skill, we're responsible for loss or damage you suffer that's a foreseeable result. Loss or damage is foreseeable if it's obvious it will happen, or if we both knew it might happen when you ordered. We're not responsible for loss or damage that isn't foreseeable.

We don't exclude or limit our responsibility where it would be unlawful to do so. This includes responsibility for:

• death or personal injury caused by our negligence
• fraud or fraudulent misrepresentation
• breaching your legal rights in relation to the products
• defective products under the Consumer Protection Act 1987

Our products are for personal use. We're not responsible for business losses, such as lost profits or business interruption.

Your privacy

We use your personal data as explained in our privacy notice and cookie policy.

Complaints

If you're unhappy with anything, email hello@puddlebury.co.uk and we'll do our best to put it right.

If we can't resolve your complaint, we'll tell you in writing. We'll also give you details of an alternative dispute resolution (ADR) provider and say whether we'll use it.

You can get free, independent advice from Citizens Advice (citizensadvice.org.uk) or, if you live in Scotland, Advice Direct Scotland (consumeradvice.scot).

Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones on our website when you placed it.

Which laws apply

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can bring legal proceedings in either the Scottish courts or the courts of England and Wales.