Terms of Service

Terms of Service
Last updated: September 20, 2026

Welcome to HugsyPaw. We believe in open, honest communication—not forty pages of fine print that nobody reads.

These Terms of Service outline how we operate, what you can expect when ordering from hugsypaw.com, and the mutual standards we follow when you use our website. By browsing our store or placing an order, you agree to these terms.

1. Who We Are

HugsyPaw ("we", "us", "our") operates hugsypaw.com. We are a UK-dedicated pet lifestyle brand committed to designing ergonomic walking gear, travel hydration tools, and gentle grooming essentials.

If you ever need to get in touch with us regarding an order, sizing question, or policy clarification:

  • Email: support@hugsypaw.com

  • Website: hugsypaw.com

2. Eligibility & Store Use

To purchase from HugsyPaw, you must be at least 18 years old (or have permission from a parent or legal guardian) and possess a valid payment method (debit/credit card, PayPal, or supported digital wallet) authorized for use.

You agree not to use our website, graphics, branding, or products for any unlawful, unauthorized, or commercial redistribution purposes without our explicit written consent.

3. Orders, Pricing & Payment

  • Pricing: All prices displayed on our website are listed in British Pounds (£ / GBP). We reserve the right to correct accidental pricing errors or update rates without prior notice.

  • Order Acceptance: Once you complete checkout, you will receive an automatic confirmation email. This confirms we have received your order; our formal acceptance takes place once your items are packed and dispatched.

  • Payment Security: All transactions are processed through encrypted, Level-1 PCI-compliant payment gateways. We never store your full payment card details on our servers.

4. Shipping, Delivery & Tracking

  • Dispatch Times: Orders are typically processed and packed within 24 to 48 business hours.

  • UK Delivery: We partner with recognized national carriers, primarily Royal Mail and Standard Shipping Tracked, to ensure reliable doorstep delivery. Once dispatched, you will receive a tracking link via email or SMS.

  • Delivery Delays: While we strive to meet all estimated arrival windows, occasional courier delays (such as peak seasonal volumes, severe weather, or regional postal strikes) are outside our direct control. If your parcel shows no movement after 7 working days, notify us immediately at support@hugsypaw.com and we will investigate or issue a replacement.

5. Sizing & Our Free UK Doorstep Exchange

We understand that measuring a lively dog can be tricky:

  • Free Size Swaps: If your harness arrives and the fit isn’t quite right, you are eligible for our Free UK Doorstep Size Exchange.

  • How It Works: Simply reach out to our support team with your order number and your dog's chest measurement. We will help you select the correct size and dispatch the replacement without extra shipping or restocking fees.

  • Condition: Please try the gear on your dog indoors first to confirm the fit before taking it out for muddy walks if you anticipate an immediate size exchange.

6. The 30-Day Risk-Free Walk Guarantee

We stand behind our gear:

  • You have 90 calendar days from the date of delivery to test our essentials on real walks.

  • If you find that our harness or accessories do not provide better control, comfort, or convenience for you and your dog, you may return the item for a refund.

  • Return postage for standard change-of-mind refunds under the 90-day trial is the customer's responsibility unless the product arrived damaged, defective, or is being exchanged under our sizing program.

  • Refunds are credited back to your original payment method within 5–7 business days after our warehouse receives and inspects the returned parcel.

7. Product Care & Dog Safety Notice

While our gear is engineered for durability, no pet accessory is 100% indestructible against aggressive chewing or deliberate misuse:

  • Pre-Walk Checks: We recommend inspecting all harnesses, buckles, clips, and bottles periodically for signs of wear and tear.

  • Supervision: Never leave harnesses, bottles, or grooming brushes unattended with unsupervised pets who chew. HugsyPaw cannot be held liable for damage caused by pet chewing, improper tethering, or using our walking gear as tie-outs.

8. Accuracy of Website Information

We do our best to ensure that product photographs, descriptions, color swatches, and sizing charts represent our items accurately. However, because phone screens and computer monitors display colors differently, slight hue variances may occur.

9. Intellectual Property

All content found on hugsypaw.com—including our brand name, logo, custom illustrations, site copy, icons, and media—is the exclusive property of HugsyPaw and protected by UK and international copyright laws. Copying, scraping, or reproducing our assets without prior permission is strictly prohibited.

10. Governing Law

These Terms of Service and any purchases made on our site are governed by and construed in accordance with the laws of the United Kingdom. Any disputes arising under these terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Updates to These Terms

We may occasionally revise these terms to reflect changes in our products, operational processes, or relevant consumer regulations. Any updates take effect immediately once published on this page.

Questions or Need Assistance?

Our customer support team is here to help keep your walks calm and happy.

  • Email: support@hugsypaw.com

  • Store: hugsypaw.com