1. Definitions
1.1 In these Conditions, the following expressions shall have the following meanings:
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“Contract” means these Conditions of Sale, any quotation, and any other document incorporated in a contract between the Seller and the Customer.
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“Customer” means any person, firm, or company placing an order with the Seller.
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“Goods” means all and any items of food products or other related items supplied by the Seller.
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“Seller” means PawStrong.
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“Transgression” means any breach of contract or other act, default, omission, or statement of the Seller, its employees, agents, or subcontractors in respect of which the Seller is liable to the Customer.
2. General
2.1 These Conditions apply to all contracts for the sale of Goods by the Seller to the Customer and supersede any previous terms and conditions of sale published by the Seller. No additions, modifications, or terms inconsistent with these Conditions shall be binding upon the Seller unless expressly agreed in writing by the Seller.
2.2 All brochures, catalogues, price lists, samples, and other advertising or descriptive material provided by the Seller are intended to be approximate and give a general impression of the Goods. Unless expressly incorporated into the Contract, such materials shall not form part of it. The Seller reserves the right to make minor alterations to the specification of the Goods without prior notice to the Customer.
2.3 The Customer is responsible for complying with any applicable legislation or regulations (of the United Kingdom or any other country) governing the export or import of the Goods into the country of destination (and any other country through which the Goods pass in transit), including the payment of any related duties or taxes. The Customer shall fully indemnify PawStrong Ltd against any fines, penalties, costs, claims, damages, losses, or expenses incurred by the Seller as a result of the Customer’s failure to comply with this clause.
3. Price
3.1 The price of the Goods shall be as displayed on the PawStrong website at the time the Customer places the order. All prices are shown in Pounds Sterling (£) and include Value Added Tax (VAT) at the applicable rate, unless otherwise stated.
3.2 PawStrong reserves the right to update or change product prices, offers, and promotions at any time without prior notice. However, any such changes will not affect orders that have already been placed and confirmed.
3.3 Payment for Goods must be made in full at the time of ordering through the secure payment options provided at checkout. PawStrong does not accept cheques or delayed payment arrangements.
3.4 In the event of a pricing error on the PawStrong website, we reserve the right to cancel any order prior to dispatch. If payment has already been taken, the Customer will be refunded in full as soon as possible.
4. Title and Risk
4.1 Ownership of the Goods will pass to the Customer once PawStrong has received full payment for the order, including any applicable delivery charges. Until that time, all Goods remain the property of PawStrong.
If an order is cancelled or refunded before dispatch, ownership will not transfer, and PawStrong will retain the right to recover or dispose of the Goods as necessary.
In the case of pre-orders or delayed payments processed through third-party providers, ownership of the Goods will transfer only after PawStrong has received confirmation of cleared funds from that provider.
4.2 Risk in the Goods passes to the Customer upon delivery to the address specified at checkout. This means that once the Goods are delivered, the Customer is responsible for their care, storage, and use. PawStrong cannot be held liable for any loss or damage that occurs after successful delivery.
4.3 In the event that a payment is reversed, cancelled, or found to be fraudulent after dispatch, PawStrong reserves the right to recover the Goods or pursue payment for the full value of the order using any lawful means available.
5. Terms and Representations
5.1 These clauses define the Customer’s rights in respect of any loss or damage caused by the Goods, or for any statements made by PawStrong, its employees, or agents. Customers are encouraged to read these provisions carefully, as they outline the extent of PawStrong’s responsibilities and the steps to take if a problem arises.
5.2 PawStrong confirms that all Goods will be of satisfactory quality, safe for their intended purpose, and as described on the website or product packaging. Unless otherwise stated, all food products sold by PawStrong are suitable for animal consumption in accordance with UK feed regulations.
5.3 Customers should inspect the Goods upon delivery to ensure that all items are correct and in good condition. Any issues or discrepancies should be reported to PawStrong as soon as possible after receipt.
5.4 If there is a shortage or damage to any Goods received, and PawStrong is given the opportunity to inspect the affected items before they are used, PawStrong will, at its discretion, either replace the missing or damaged items or issue a refund or credit for the affected portion of the order. PawStrong may not be able to resolve complaints about shortages or damage if the Customer fails to provide reasonable evidence or if the Goods have already been used or discarded before inspection.
5.5 PawStrong agrees to replace or refund Goods found to be defective, provided the following conditions are met:
5.5.1 The Customer notifies PawStrong immediately upon becoming aware of the defect, and no later than the “best before” date printed on the packaging.
5.5.2 The Goods have been stored appropriately and not mixed or altered with other products or substances.
5.5.3 The Goods are returned to PawStrong’s address at the Customer’s expense, unless otherwise agreed or required by law. Once the Goods are received and inspected, PawStrong will issue a replacement or refund, depending on the circumstances and the Customer’s preference.
6. Risk, Delivery, Packaging and Storage
6.1 Delivery charges for the Goods will be clearly displayed at checkout or otherwise agreed at the time of purchase. Delivery rates and options may be updated or reviewed by PawStrong at any time without prior notice, but such changes will not affect confirmed orders.
6.2 For orders delivered by PawStrong or its chosen delivery partners, risk in the Goods shall pass to the Customer upon successful delivery to the address provided when the order was placed. PawStrong will replace or refund Goods lost or damaged in transit (other than by default of the Customer), provided that the Customer notifies PawStrong within a reasonable period after delivery.
6.2.1 Any claims relating to shortages, breakages, or non-delivery must be reported to PawStrong within 48 hours of receiving the Goods, or within a reasonable period if delivery has not occurred as expected. Claims should be made in writing, including relevant order details and, where possible, photographic evidence of any damage.
6.3 PawStrong packages all Goods carefully to ensure they arrive in good condition. Customers are advised to store products in accordance with the instructions provided on the packaging to maintain product quality and safety.
7. Force Majeure
7.1 PawStrong will take all reasonable steps to fulfil orders and deliver Goods within the estimated timeframes provided. However, all delivery and performance times are estimates only. PawStrong shall not be liable for any expenses, losses, or damages resulting from a delay in performance or delivery, and such delays shall not entitle the Customer to cancel an order that has already been processed or dispatched.
7.2 PawStrong shall not be held responsible for any delay or failure to perform its obligations under these Conditions if the delay or failure is caused by events or circumstances beyond its reasonable control. These may include, but are not limited to, adverse weather conditions, transport disruptions, strikes, natural disasters, pandemics, equipment or system failures, or shortages in the supply of materials or goods. In such cases, PawStrong will take reasonable steps to minimise the impact of the delay and to complete delivery as soon as possible.
7.3 PawStrong reserves the right to make part deliveries where necessary and to issue invoices or confirmations for Goods supplied as part of a larger order. Any remaining items will be delivered as soon as reasonably practicable.
8. Termination and Severability
8.1 PawStrong reserves the right to suspend or terminate any order or account immediately if the Customer breaches these Conditions or if payment is not received in accordance with the agreed terms.
8.2 PawStrong may also cancel or suspend the fulfilment of any order where it reasonably believes that the Customer has provided false information, engaged in fraudulent activity, or otherwise acted in a manner inconsistent with these Conditions.
8.3 In the event of termination under this clause, PawStrong may recover from the Customer any reasonable costs, losses, or damages directly resulting from the breach, including administrative or delivery costs.
8.4 If any part of these Conditions is found by a court or authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If such modification is not possible, the affected provision shall be deemed deleted. The remaining provisions of these Conditions shall remain in full force and effect.
9. Law and Jurisdiction
9.1 These Conditions and any agreement between PawStrong and the Customer shall be governed by and construed in accordance with the laws of England and Wales. The Customer agrees to submit to the exclusive jurisdiction of the courts of England and Wales in respect of any dispute or claim arising out of or in connection with these Conditions or any order placed with PawStrong.
Headoffice: Unit 3, Velocity Way, Redditch B98 7FX
Registered Office: Unit 3, Velocity Way, Redditch B98 7FX
Website Terms (In Addition to the Standard Terms of Sale)
1. Refund Policy
1.1 PawStrong is committed to providing high-quality products, fair prices, and excellent service. If any product purchased from PawStrong is found to be faulty, damaged in transit, or not as described on the PawStrong website, we will gladly arrange a replacement or refund at the Customer’s discretion. All returns must be reported to PawStrong within 21 days of delivery of the product.
1.2 If a Customer purchases an item by mistake and the error is not due to any fault of PawStrong, we will replace or refund the item provided that it is returned unused, unopened, and in a saleable condition. If the Customer is unable or unwilling to arrange return shipping, PawStrong reserves the right to deduct a reasonable collection fee to cover courier costs. If an entire order is returned, PawStrong may also retain the original delivery charge.
This policy does not affect your statutory rights as a consumer under UK law.
1.3 To arrange a return or to request further information about refunds or replacements, please contact us by email at hellopawstrong.com or by telephone on 01299 382203, Monday to Friday, 9:00 am – 5:00 pm.
2. Cooling-Off Period (Right to Cancel)
2.1 Customers have the legal right to change their mind and cancel an order within 14 days of receiving their Goods. This is known as the Cooling-Off Period under the Consumer Contracts Regulations 2013.
2.2 To exercise this right, Customers must notify PawStrong within 14 days of delivery by email or telephone, providing their order number and details of the items they wish to return.
2.3 Customers can contact PawStrong by email at or by telephone at 01299 382203.
2.4 PawStrong aims to dispatch orders as quickly as possible, so if a Customer wishes to cancel before the order has been dispatched, they are encouraged to contact us as soon as possible to prevent the item from being shipped.
2.5 If the order has already been dispatched, Customers must return the Goods in their original, unused condition within 14 days of notifying PawStrong of their intention to cancel. A full refund will be issued once the Goods have been received and inspected.
3. Complaints
3.1 PawStrong is committed to maintaining the highest standards of product quality and customer service. All PawStrong products are produced in accordance with relevant UK and EU regulations for pet food manufacturing and are subject to strict quality control procedures. We take all feedback and complaints seriously and strive to handle them promptly, fairly, and with respect.
3.2 To make a complaint about a product, service, or any other matter, please contact us by email, by telephone on 01299 382203, or in writing to PawStrong, unit 3, Velocity Way, Redditch, B98 7FX.
3.3 PawStrong will handle each complaint promptly and courteously, making every reasonable effort to resolve the issue to the Customer’s satisfaction. We also use feedback and complaint data to continuously improve our products and services.
3.4 If a complaint cannot be resolved immediately, the Customer will receive a reference number for ongoing communication. Wherever possible, a dedicated PawStrong team member will act as a single point of contact throughout the resolution process to ensure continuity and clear communication.
3.5 PawStrong aims to acknowledge all complaints within 2 working days of receipt. Product-related complaints will normally be resolved within 5 working days, and all other complaints within a maximum of 15 working days. If a complaint requires further investigation, the Customer will be kept informed of progress until a final response is provided.