Terms of service
Terms & Conditions
1. Overview
This website is operated by PupShield ("we", "us", "our"). By visiting our store or purchasing from us, you agree to these Terms & Conditions. Please read them carefully. If you don't agree, please don't use the website.
2. Online store terms
By using this site, you confirm that you are at least the age of majority in your country of residence. You may not use our products or website for any illegal or unauthorised purpose.
3. Products and pricing
We make every effort to display our products, colours and descriptions as accurately as possible, but we can't guarantee that your screen displays colours exactly. Prices are shown in GBP and may change without notice. We reserve the right to discontinue any product or limit quantities at any time.
4. Orders
We reserve the right to refuse or cancel any order, for example if a product is unavailable, if there is an error in pricing or product information, or if we suspect fraud. If we cancel an order after payment, we'll issue a full refund.
5. Payment
Payments are processed securely through our payment providers. You agree to provide current, complete and accurate purchase and account information.
6. Shipping and returns
Shipping is covered by our Shipping Policy and returns by our Returns & Refund Policy, including our 90-Day Money-Back Guarantee.
7. Product use
Our products are pet accessories and are not medical devices. Please follow the guidance in our Safety & Use Disclaimer and consult your vet about any health concerns regarding your pet.
8. Intellectual property
All content on this website, including text, images, logos and graphics, belongs to PupShield or its content suppliers and may not be copied or used without our written permission.
9. Third-party links
Our website may contain links to third-party websites. We are not responsible for their content or practices.
10. Limitation of liability
To the fullest extent permitted by law, PupShield is not liable for any indirect, incidental or consequential damages arising from the use of our products or website. Nothing in these terms limits any rights you have under applicable consumer protection law.
11. Changes to these terms
We may update these Terms & Conditions at any time. Changes take effect as soon as they are posted on this page.
12. Governing law
These Terms & Conditions are governed by the laws of the United Kingdom.
13. Contact
Questions about these terms can be sent to pupshield@use.startmail.com.
Returns & Refund Policy
We want you and your pet to love PupShield. If you're not completely happy, you're covered by our 90-Day Money-Back Guarantee.
90-day guarantee
You have 90 days from the date your order is delivered to request a return. If 90 days have passed since delivery, we unfortunately can't offer a refund or exchange.
This does not affect your statutory rights. In addition to our guarantee, UK and EU customers have the right to cancel their order within 14 days of receiving it, without giving a reason.
How to start a return
To start a return, email us at pupshield@use.startmail.com with your order number and the reason for your return. We'll reply with the return address and instructions. Items sent back to us without first requesting a return will not be accepted.
To be eligible, the item should be returned with all its parts and, where possible, in its original packaging.
Return shipping
If your item arrived damaged, faulty or incorrect, we'll cover the return shipping or send a replacement at no cost to you. For all other returns, the customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we can't be responsible for returns lost in transit.
Damaged, faulty or wrong items
Please inspect your order on arrival and contact us within 14 days if the item is damaged, faulty or not what you ordered. Send us your order number and a photo of the issue, and we'll make it right with a replacement or a full refund.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take a few extra days to process it.
If you haven't received your refund 15 business days after approval, please contact us at pupshield@use.startmail.com.
Exchanges
The fastest way to get a different item is to return the one you have and, once the return is accepted, place a new order.
Questions
For any questions about returns, contact us at pupshield@use.startmail.com.