Please note: These terms apply to purchases made through the HEY PAWS website. They do not limit or remove any rights you have under applicable consumer law.
1. About HEY PAWS
HEY PAWS is an online retailer offering dog food, treats, toys, accessories and other dog-related products.
References in these terms to "HEY PAWS", "we", "us" or "our" mean the business operating the HEY PAWS website.
References to "you" or "your" mean the person purchasing products from us.
Our full business contact information should also be displayed on the website and provided as part of the applicable order information.
2. Using our website
You may use the HEY PAWS website for lawful purposes and in accordance with these terms.
You must not use the website in a way that could damage, disable, overburden or interfere with the operation of the website or its security.
We may update, change or temporarily suspend parts of the website where reasonably necessary, including for maintenance, security or technical reasons.
3. Products and product information
We aim to make product descriptions, images, prices and other information on the website accurate and useful.
Product colours, packaging and appearance may sometimes differ slightly from images shown on the website, particularly where a manufacturer changes packaging.
Product information should be read carefully before purchase. This may include information about ingredients, feeding, size, dimensions, materials, usage or other product characteristics.
If you have specific concerns about whether a product is suitable for your dog, you should consider the product manufacturer's guidance and seek appropriate professional advice where necessary.
Nothing on the HEY PAWS website is intended to replace veterinary advice.
4. Prices and availability
Product prices are displayed on the website at the time you place your order.
Unless otherwise stated, applicable taxes are included in the prices displayed to consumers.
Delivery charges are shown separately where applicable. The delivery information available at checkout will explain the relevant delivery cost.
We aim to keep product availability information accurate, but products may occasionally become unavailable before an order can be fulfilled.
If we are unable to fulfil an accepted order because a product is unavailable, we will contact you and arrange an appropriate solution, including a refund where required.
5. Placing an order
When you place an order through the website, you are making an offer to purchase the products selected in accordance with these terms.
The order confirmation sent to you confirms that we have received your order. Depending on the circumstances, the contract between you and us may be formed when the order is accepted or otherwise in accordance with the applicable consumer contract rules.
We may need to contact you if there is a problem with your order, including an issue with availability, payment, delivery information or an obvious pricing or description error.
6. Payment
Payment must be completed using one of the payment methods made available at checkout.
By placing an order, you confirm that you are authorised to use the payment method provided.
Payment transactions may be processed by third-party payment providers. Their own terms and privacy policies may also apply to the processing of payment information.
7. Delivery
HEY PAWS currently delivers to the UK mainland.
Depending on the order, destination and delivery requirements, we may use Royal Mail, InPost or another appropriate delivery service.
Our current dispatch period can range from the same day to up to 2 working days depending on the order and delivery requirements.
Courier transit times can vary depending on the delivery service, destination and circumstances outside our direct control.
For further information, please see our Delivery Information page.
8. Delivery delays
We will take reasonable steps to dispatch orders within the stated processing period.
Delivery may occasionally be affected by circumstances outside our reasonable control, including courier disruption, severe weather, transport disruption, operational problems or other unforeseen events.
Nothing in these terms removes or limits any rights you may have where the law provides a specific remedy for late or failed delivery.
9. Cancellation and returns
For many online purchases, UK consumer law provides a statutory cancellation right. There are exceptions and specific rules for certain products and circumstances.
If you wish to cancel or return an order, please contact us before sending the product back so that we can provide the appropriate instructions.
Full information is available on our Returns & Refunds page.
10. Faulty, damaged or misdescribed products
Products supplied to consumers must meet the applicable statutory requirements, including requirements relating to description, satisfactory quality and fitness for purpose.
If a product is faulty, damaged, incorrect or does not meet the applicable legal requirements, contact us so that we can assess the issue and provide the appropriate remedy.
Nothing in these terms is intended to exclude or reduce your statutory consumer rights.
11. Refunds
Where a refund is due, we will process it in accordance with the applicable consumer rules and our Returns & Refunds policy.
Refunds will generally be made using the original payment method unless another arrangement has been agreed.
Once a refund has been issued, the time it takes to appear in your account may depend on your bank, card provider or payment service.
12. Promotional offers and discounts
Promotional offers may be subject to additional terms, including eligibility requirements, minimum order values, product exclusions, start and end dates or availability restrictions.
Where additional promotional terms apply, they will be displayed with the relevant offer.
Promotional discounts cannot be exchanged for cash unless expressly stated otherwise.
13. Website content and intellectual property
Unless otherwise stated, the content of the HEY PAWS website, including text, branding, graphics, photographs, logos, page designs and other materials, belongs to us or is used with appropriate permission.
You may access and use website content for your personal, non-commercial use and for the purpose of shopping with HEY PAWS.
You must not reproduce, redistribute, modify, sell or commercially exploit website content without appropriate permission.
14. Website availability and information
We aim to keep the website available and information accurate, but we cannot guarantee that the website will always be uninterrupted, error-free or completely free from technical issues.
We may correct errors, update information or make reasonable changes to the website where necessary.
Nothing in this section limits rights that cannot legally be excluded.
15. Our liability
Nothing in these terms excludes or limits liability where doing so would be unlawful.
In particular, these terms do not exclude or limit your statutory consumer rights or our responsibility for matters that the law does not allow a business to exclude or limit.
Where the law permits a limitation of liability, any limitation will apply only to the extent permitted by applicable law.
16. Events outside our reasonable control
We will not be responsible for delays or failures caused by events that are genuinely outside our reasonable control, such as major transport disruption, severe weather, natural events, widespread technical failures, industrial action or other significant unforeseen events.
This does not affect any consumer rights that continue to apply under applicable law.
17. Privacy
Personal information provided when using the HEY PAWS website is handled in accordance with our Privacy Policy.
Our Privacy Policy explains how personal information is collected, used, stored and protected.
Please refer to our Privacy Policy for further information.
18. Changes to these terms
We may update these terms from time to time, for example where our website, products, services or legal requirements change.
The version of the terms applicable to your purchase will be the version that applies when the relevant contract is formed, subject to any changes required by law.
19. Governing law
These terms are governed by the law applicable in the relevant part of the United Kingdom.
If you are a consumer, you will retain any mandatory consumer protection rights that apply to you under the law of the country in which you live where applicable.
20. Contacting HEY PAWS
If you have a question about these terms, an order, delivery, returns or any other issue, please contact us through our Contact Us page.
We recommend including your order number where your enquiry relates to an existing purchase.
Last updated
These Terms & Conditions were last updated on 26 September 2026.