Terms, returns & privacy

1. About us

4 Paws Boutique Online is a trading name of 4 Paws Mobile Spa Ltd, a company registered in England and Wales (company number 08261043, VAT number 192 3353 08).

Our boutique is at 2 Stocklund Square, 174 High Street, Cranleigh, Surrey, GU6 8RG. You can reach us on 0330 100 1033, by email at info@4pawsboutiquespa.com or through our contact form. We’re open Monday to Friday, 9:00am to 5:00pm.

These terms apply to anything you buy from this website as a consumer. They don’t affect your legal rights.

2. Your order

• When you place an order you’ll get an email confirming we’ve received it. Our contract with you starts when we email to say your order has been dispatched or is ready to collect.
• We may not be able to accept your order if an item is out of stock, if we can’t deliver to your address, or if there’s an obvious mistake in the price or description. If that happens we’ll let you know and refund anything you’ve paid in full.
• Please check your order carefully, especially sizes, before you pay.

3. Prices and payment

• All prices are in pounds sterling and include VAT. Delivery is added at checkout.
• Payment is taken securely at checkout by card (and any other method shown there). Card payments are processed by Stripe; we never see or store your full card details.
• If we discover a pricing mistake after you’ve ordered, we’ll contact you before going ahead. You can choose to pay the correct price or cancel for a full refund.

4. Delivery and collection

• We deliver to addresses in the United Kingdom only. For overseas orders, please contact us for a quote.
• Standard UK delivery is £4.50 for 1 to 2 items and £9.00 for 3 or more items. Delivery is free on orders over £50. The delivery cost is always shown at checkout before you pay.
• You can choose free collection from 4 Paws Boutique, 174 High Street, Cranleigh. We’ll be in touch when your order is ready. Collection is Monday to Friday, 9:00am to 5:00pm.
• Standard UK delivery usually arrives within 2 working days. We’ll email you when your order is on its way. Unless we agree otherwise, we’ll deliver within 30 days of accepting your order. If there’s a delay we’ll tell you, and if it’s a long one you can cancel for a full refund.
• Your order becomes yours, and your responsibility, once it’s delivered to the address you gave us or collected from the boutique.

5. Returns and refunds

Changing your mind

• You can cancel your order for any reason within 14 days of the day you receive it. Just tell us by email, phone or the contact form, with your order number.
• You then have a further 14 days to send the items back to: 4 Paws Boutique Online, 2 Stocklund Square, 174 High Street, Cranleigh, Surrey, GU6 8RG. You can also bring them into the boutique free of charge.
• You pay the cost of posting items back to us. We recommend a tracked service, as items are your responsibility until they reach us.
• Items should be unused and in their original condition and packaging, with any tags still attached. You can handle an item as you would in a shop (for example, trying a collar or coat on your dog briefly), but if it’s been used or damaged beyond that we may reduce your refund.
• We’ll refund you within 14 days of receiving the items back (or proof that you’ve posted them), to the card you paid with. If you cancel your whole order, we’ll also refund the standard delivery charge you paid.

Items we can’t take back unless they’re faulty

• Treats, chews and food once the packaging has been opened.
• Shampoos, grooming, health and hygiene products once the seal or packaging has been opened.
• Items that have been personalised or engraved for you, such as name tags.
• Gift vouchers once they’ve been used.

6. Faulty or damaged items

• If something arrives damaged, faulty or not as described, please contact us as soon as you can, ideally with a photo.
• Under the Consumer Rights Act 2015 you can reject a faulty item within 30 days of receiving it for a full refund. After 30 days we’ll offer a repair or replacement first, and a refund if that isn’t possible or doesn’t fix the problem.
• We’ll cover the reasonable cost of returning faulty items to us.
• Normal wear and tear, chewing or damage from misuse isn’t a fault.

7. Products, sizing and safety

• We describe and photograph our products as accurately as we can, but colours can look slightly different on different screens, and natural or handmade items can vary a little.
• Please check the size before you order. If you’re not sure, ask us and we’ll help you choose.
• No toy or chew is indestructible. Always supervise your pet with toys and chews, choose a size suitable for your pet, and remove them once they become damaged or small enough to swallow.
• Treats are complementary foods, not complete meals. Feed them in moderation, always provide fresh water, and check the ingredients if your pet has allergies or a sensitive tummy.
• Always check collars, leads and harnesses fit properly and are in good condition before each walk.

8. Gift vouchers

• Gift vouchers are valid for 12 months from the date of purchase and can be spent on this website.
• They can’t be exchanged for cash, and we can’t replace lost vouchers or codes, so please keep them safe.
• Any balance left after a purchase stays on the voucher until it expires.

9. Our responsibility to you

• We’re responsible for loss or damage you suffer that’s a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
• We’re not responsible for losses that weren’t foreseeable, or for business losses, as our products are for domestic and private use.
• Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit.

10. Other terms

• We may update these terms from time to time. The terms that apply to your order are the ones shown on this page when you placed it.
• If there’s a problem, please talk to us first. We’ll always try to put things right.
• These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or in Scotland or Northern Ireland if you live there.

11. Privacy policy

4 Paws Mobile Spa Ltd (trading as 4 Paws Boutique Online) is responsible for the personal information you give us through this website.

What we collect

• Your name, email address, phone number and delivery or billing address when you place an order.
• What you’ve ordered, and your payment status. Your card details go straight to our payment provider; we don’t see or store them.
• The details you send us in an enquiry through our contact form or by email.

How we use it

• To process, deliver and support your order, including returns and refunds. This is needed to carry out our contract with you.
• To reply to your enquiries. This is in our legitimate interest in helping our customers.
• To keep financial records, as the law requires.
• We’ll only send you marketing emails if you’ve agreed to them, and you can unsubscribe at any time.

Who we share it with

• Wix, which hosts our website, online shop and contact form; Stripe, which processes card payments; and the delivery company taking your parcel.
• Some of these companies may process data outside the UK. Where they do, appropriate safeguards are in place to protect it.
• We never sell your information.

How long we keep it

We keep order records for six years for tax and accounting purposes. We keep enquiries for as long as we need them to help you, and then delete them.

Your rights

You can ask to see the information we hold about you, and ask us to correct it, delete it, or stop using it for certain purposes. To do this, email info@4pawsboutiquespa.com. If you’re unhappy with how we’ve handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk.

12. Cookies

This website only uses the cookies and browser storage it needs to work, such as remembering your basket, taking you through checkout and sending the contact form. We don’t use advertising or tracking cookies. If we ever add analytics or marketing cookies, we’ll ask for your permission first.

Questions about these terms? Contact us or call 0330 100 1033.