Terms & Conditions

Please read these Terms & Conditions carefully before placing an order. You will be asked to confirm that you’ve read and understood them by ticking the relevant box at checkout. This confirmation is required every time you place an order.

If you have any questions about our Terms & Conditions, please contact our customer service team at sales@noseypaws.pet or call us on 01347 474102.

Ownership & Legal Information

This website is owned and operated by Natales Limited, a company registered in England and Wales (Company No. 05089058).
Registered Address:
Natales Limited, 34 & 36 Alan Farnaby Way, Sheriff Hutton, York, YO60 6PG
VAT Registration Number: GB250998276
Domain: www.noseypaws.pet is owned and used by Natales Limited.

All content, including images, text, and logos on this website, is protected by copyright and intellectual property laws. These rights are either owned by Natales Limited or used with appropriate permissions. No part of this website may be copied, reproduced, or distributed for commercial use without our prior written consent.

Zero Tolerance Policy

We are committed to maintaining a safe, respectful, and professional environment. As such, we have a zero-tolerance policy towards sexual harassment, abuse, and any form of inappropriate or offensive behaviour. This includes, but is not limited to, the use of threatening or aggressive language, swearing, or any communication that is abusive or disrespectful. We reserve the right to end any interaction and, where appropriate, refuse service or take further action in response to such conduct. All communication with our team must remain courteous and respectful at all times.

Website Use & Information Accuracy

Due to the nature of online services, occasional interruptions or technical issues may occur. If you experience a fault, please report it via our Contact Us page.

From time to time, we may restrict website access to carry out maintenance or introduce new features. We’ll aim to restore access as soon as possible.

Please note:

• Product descriptions, images, and sizing information are updated regularly, but manufacturers may change specifications. Always refer to the product packaging upon delivery for the most current information.
• Breed Suitability: Breed suggestions are intended as a general guide. Every pet is unique, and we recommend checking the product size and fit once received to ensure suitability for your individual pet.

Your Account

When registering or using our website, you are responsible for safeguarding your account login details. Any activity conducted through your account is your responsibility.

Please ensure that all registration details are accurate and up to date. You can amend your information at any time via the My Account section on our website.

Ordering & Pricing

After placing your order, you will receive an email confirmation. Please review it carefully and let us know right away if any details are incorrect.

If you use a promotional code, we may verify that it has been issued to you and that all conditions have been met. If the code is invalid or ineligible, the order total will be adjusted. Refunds on promotional items will reflect the discounted price.

Prices displayed on the website are inclusive of VAT. Prices are subject to change, but confirmed orders will not be affected by these changes.

We do our best to ensure accuracy, but pricing or description errors may occasionally occur. If we identify an issue with your order, we will contact you before processing it. If we cannot reach you, we will cancel the order and refund your payment.

All payments are taken at the time of ordering. If we’re unable to fulfil your order, a full refund will be issued to the original payment method.

Missing Item Policy

All orders are carefully checked and packed before dispatch. If you believe an item is missing from your order, you must notify us within 24 hours of receiving your delivery. Please contact us by email at sales@noseypaws.pet or by phone on 01347 474102, providing your order number and details of the missing item. Claims made after this period may not be accepted.

Delivery Options & Charges

We aim to deliver your order quickly and reliably. All standard orders are dispatched using Royal Mail Tracked, unless you select the Next Working Day Courier service at checkout.

If you require your order urgently, we recommend selecting the Next Working Day option to ensure the fastest delivery.

Standard Delivery - Royal Mail Tracked (1–3 working days)

• £4.95 for orders under £60
• Free for orders over £60

Next Working Day Delivery - Courier Service

• £7.50 flat rate
• Available for all orders placed before 1pm, Monday to Thursday
• Orders placed after 1pm Thursday through Sunday will be dispatched the next working day (excluding public holidays)

Heavy or Oversized Items

Some products require special handling due to their size or weight. This includes items such as ProFleece bedding, rigid wire cages, and Anigene disinfectant, which are shipped using our Courier Next Working Day service for reliable and efficient delivery.

• Courier Delivery Charge: £7.50 flat rate for most oversized items
• ProFleece Delivery: Charges start from £4.95, depending on size and quantity. Final delivery cost is calculated at checkout.
• Large ProFleece Rolls (10m x 150cm): These are shipped on a 48-hour courier service due to their size and bulk.

Delivery Terms & Information

• If your order is delayed or not delivered, our liability is limited to replacing the item(s) within a reasonable timeframe.
• Please notify us within 24 hours if your order arrives damaged or is incomplete.
• For non-delivery, contact us within 5 days of placing your order so we can investigate.
• If an incorrect or incomplete delivery address is provided, and your parcel cannot be delivered or returned, we may treat the order as cancelled. In such cases, the item cost will be refunded, but delivery charges may be retained if the parcel was already been dispatched.
• Your email address and/or mobile number may be shared with our delivery partners (Royal Mail or the courier) for delivery updates or contact purposes regarding your order.

When to Expect Your Delivery

• Next Working Day Delivery applies to orders placed by 1pm Monday to Thursday (excluding UK bank holidays).
• Orders placed after 1pm Thursday through Sunday will be dispatched on the next working day (excluding UK public holidays).

If you have any questions about your delivery, feel free to contact our friendly customer service team. We're here to help!

Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If you need to return an item, please complete our returns form by clicking here.

Your Right to Cancel

As a consumer, you have the right to cancel your order within 14 days of receiving your goods. If you choose to do so, you will receive a full refund for the items purchased. This right is in addition to your statutory rights.

If you believe the items received are not as described or are unsatisfactory, please contact us promptly so we can assist you.

Important Return Information

• Please include your order number and details with your return. Without this, we may be unable to process your refund.
• Items must be returned within 14 days of your cancellation.
• Goods must be returned in their original condition. We may reduce the refund amount if the product has been handled beyond what is necessary to examine it, as would be acceptable in a shop.

Refunds for Non-Defective Goods

• For non-defective returns, we will issue a refund (excluding original delivery charges) within 14 days of receiving the returned item(s).
• Return postage costs for non-defective items are the responsibility of the customer and are non-refundable.

Refunds for Faulty or Incorrect Goods

• If you return an item due to a fault or error, we will inspect the item and confirm your refund by email or phone.
• Refunds for faulty goods are usually processed within 14 days of confirmation.
• In these cases, we will refund the full item price and may refund reasonable return postage costs.

Hygiene Policy

For health and hygiene reasons, we are unable to offer refunds on items that are soiled, stained, or show signs of use unless they are faulty.

How We Refund

Unless agreed otherwise, all refunds will be made using the original payment method used at checkout.

If you have any questions or need assistance with your return, please don’t hesitate to contact our customer service team.

Payment Terms

Once your order is accepted by us, you enter into a binding agreement to pay for the goods and services as outlined at checkout.

Payments are not considered complete until we have received cleared funds. All payments must be made in full and are not subject to any set-off, deduction, or counterclaim unless agreed by us in advance.

Vouchers & Discount Codes

• Voucher codes can only be redeemed against purchases made directly on our website.
• To apply a voucher, the code must be entered correctly in the designated box at checkout.
• Expired voucher codes will not be accepted. Unless otherwise stated, voucher codes expire at 5:00pm on 31 December of the relevant year.
• Vouchers are valid only for the specific goods or promotions stated on them and are not redeemable for cash.
• Vouchers can only be used for purchases equal to or greater than their face value and may not be used in conjunction with any pre-agreed discount.
• Voucher use is subject to verification. If a code is invalid, unauthorised, or used in breach of its terms, the order value will be adjusted and full payment may be required.
• If you return items paid for using a voucher, your refund will be issued in the form of a replacement voucher.
• Lost, photocopied, altered, or damaged vouchers will not be accepted.
• Vouchers are non-transferable, may not be resold, and have a cash value of £0.0001.

Events Beyond Our Control (Force Majeure)

We are not liable for any delay or failure to meet our contractual obligations due to events beyond our reasonable control, referred to as Force Majeure Events.

These may include, but are not limited to:

• Industrial action such as strikes or lockouts
• Local or national lockdowns and public health emergencies
• Civil unrest, terrorism, war or preparation for war
• Natural disasters including flood, fire, earthquake, or severe weather
• Transport disruptions affecting postal or courier services
• Telecommunications or internet outages
• Cybersecurity issues such as hacking or malware
• Government actions, legislation, or restrictions

If a Force Majeure Event occurs, our obligations under the contract will be suspended for the duration of the event. We will take all reasonable steps to resume normal operations as quickly as possible or to find an alternative way to fulfil our commitments.