Terms of Service

Last updated: 27 July 2026

These Terms of Service explain the rules that apply when you visit pookiespaluk.co.uk or purchase products from Pookie’s Pal.

The website and products are operated and supplied by:

Pookie’s Pal
Flat 4, 57 Elmsdale Road
London E17 6PN
England
Email: hello@pookiespaluk.co.uk

In these terms, “we”, “us” and “our” refer to Pookie’s Pal. “You” and “your” refer to the person using our website or placing an order.

By using our website or placing an order, you agree to these terms. Nothing in these terms affects your statutory consumer rights.

1. Using our website

You must be at least 18 years old, or have permission from a parent or legal guardian, to place an order.

You agree not to:

• Use the website for an unlawful or fraudulent purpose.

• Attempt to interfere with the website’s security or operation.

• Submit false, misleading or harmful information.

• Copy or commercially exploit our website content without permission.

We may restrict access to the website if we reasonably believe it is being misused.

2. Our products

Pookie’s Pal sells freeze-dried treats and complementary pet food for cats and dogs.

Product photographs are provided as accurately as possible. Because our products contain natural ingredients, their colour, shape, size and texture may vary slightly between batches. These natural variations do not normally mean that a product is faulty.

Product descriptions, ingredients, analytical constituents, feeding guidance, storage instructions and net weights are displayed on the relevant product page or packaging.

3. Pet health and feeding

Our products are intended for pets and must not be consumed by humans.

Unless expressly described otherwise, our treats are complementary pet food and are not intended to replace a complete and balanced diet.

Please:

• Follow the feeding guide provided with the product.

• Introduce new treats gradually.

• Provide fresh drinking water.

• Supervise your pet while feeding.

• Store products according to the instructions on the packaging.

• Check the ingredients before purchasing if your pet has an allergy or sensitivity.

Feeding guidance is general and may need to be adjusted according to your pet’s size, age, activity level and health. Speak to a qualified veterinary professional if your pet has a medical condition, special dietary requirement or unusual reaction.

Our website does not provide veterinary advice and should not be used as a substitute for professional veterinary care.

4. Orders

After you place an order, we will send an order confirmation to the email address you provided.

The confirmation acknowledges that we have received your order. Your order is accepted when we confirm dispatch. If we cannot accept or fulfil an order, we will notify you and refund any payment taken.

We may cancel or refuse an order where:

• A product is unavailable.

• The price or product information contains an obvious error.

• Payment cannot be authorised.

• We suspect fraud, misuse or unauthorised resale.

• We cannot deliver to the address provided.

• A purchase breaches an applicable legal requirement.

Please check your delivery address and contact details carefully. Contact us as quickly as possible if you notice an error. We cannot guarantee that an address can be changed after an order has been processed or dispatched.

5. Prices and payment

Prices are displayed in pounds sterling and include applicable UK taxes unless stated otherwise.

Delivery charges, if applicable, are shown before you complete checkout. Current free-delivery thresholds and promotional delivery offers will be displayed on the website or at checkout.

We accept the payment methods shown during checkout. Payment information is processed securely by Shopify and the relevant payment provider. We do not directly store your full card details.

We may correct an obvious pricing error. If an error affects an order you have already placed, we will contact you before dispatch and give you the option to proceed at the correct price or cancel for a full refund.

6. Promotions and discount codes

Discount codes and promotions are subject to any conditions displayed with the offer.

Unless stated otherwise:

• Only one discount code may be used per order.

• A discount cannot be exchanged for cash.

• A code must be applied before completing checkout.

• Promotions cannot normally be applied retrospectively.

• Product, customer, minimum-spend or usage restrictions may apply.

• Delivery charges do not count towards a minimum spend unless stated otherwise.

We may withdraw or amend a promotion where reasonably necessary, but this will not affect an order already accepted.

7. Delivery

We currently deliver to the locations available during checkout.

We normally aim to dispatch orders within one working day. Delivery will usually take approximately two to three working days after dispatch, but delivery dates are estimates rather than guarantees unless we expressly agree otherwise.

Working days exclude weekends and UK bank holidays.

Delays may occasionally occur because of weather, courier disruption, unusually high demand or circumstances beyond our reasonable control. If a significant delay occurs, please contact us.

Responsibility for the products passes to you when they are delivered to you, or to a person identified by you to receive them.

If tracking shows an order as delivered but you cannot locate it, please check with household members, neighbours and any safe place before contacting us.

8. Cancelling an order

You may ask us to cancel an order before dispatch by emailing hello@pookiespaluk.co.uk. We will try to help, but we cannot guarantee cancellation once processing has begun.

For eligible online purchases, UK consumers normally have the right to cancel within 14 days after receiving the goods without giving a reason.

To cancel, email us within the cancellation period and clearly state that you wish to cancel. Include your name, order number and the products concerned.

After notifying us, you must return eligible products within a further 14 days.

9. Returns

Please contact us before returning anything so that we can confirm eligibility and provide the correct return instructions.

Change-of-mind returns must normally be:

• Unused and undamaged.

• Unopened and in their original sealed packaging.

• Returned with proof of purchase.

• Packaged securely for transit.

For health protection and hygiene reasons, a cancellation right may not apply to sealed goods that become unsuitable for return after being unsealed. This does not affect your rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Unless a product is faulty or we made an error, you are responsible for the return postage cost. We recommend using a tracked service and retaining proof of postage.

Please do not send a return to us without contacting us first.

10. Refunds and faulty products

If you cancel an eligible order within the legal cancellation period, we will refund the product price and the cost of our least expensive standard delivery option.

We may wait until we receive the returned products, or evidence that they have been sent back, before issuing the refund.

Approved refunds will normally be made to the original payment method within 14 days of receiving the returned goods or acceptable proof of return.

If your order arrives damaged, faulty, unsafe, incorrect or not as described, contact us as soon as possible with:

• Your order number.

• A description of the problem.

• Clear photographs of the product, packaging and delivery label where relevant.

Products must be of satisfactory quality, fit for their intended purpose and as described. Nothing in these terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer law.

11. Website availability and information

We try to keep our website accurate and available, but we cannot guarantee uninterrupted access or that every typographical or technical error will be corrected immediately.

We may update product information, prices, availability and website content when necessary. Changes will not alter an order that has already been accepted unless required by law or agreed with you.

12. Intellectual property

The Pookie’s Pal name, branding, graphics, photographs, product designs, written content and other website materials belong to us or are used with permission.

You may view and use the website for personal shopping purposes. You may not reproduce, modify, distribute, sell or commercially use our content without prior written permission.

13. Third-party services and links

Our website is hosted by Shopify and may use third-party services for payments, delivery, analytics and other store functions.

Third-party websites and services have their own terms and privacy practices. We are not responsible for independent third-party websites that we do not control.

14. Our responsibility to you

We do not exclude or limit responsibility where doing so would be unlawful. This includes liability for:

• Death or personal injury caused by our negligence.

• Fraud or fraudulent misrepresentation.

• Defective products where liability cannot legally be excluded.

• Your statutory consumer rights.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

Products purchased as a consumer are supplied for private use. We are not responsible for business losses, loss of profit or loss of business opportunity arising from consumer use of the products.

15. Privacy

We handle personal information according to our Privacy Policy. Please review that policy to understand how we collect, use and protect your information.

16. Changes to these terms

We may update these terms to reflect changes to our services, business practices or legal obligations.

The terms that apply to an order are those published when the order is placed. The latest revision date appears at the top of this page.

17. Governing law

These terms are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you retain any mandatory rights available to you under the laws and courts of your home jurisdiction.

18. Complaints and contact

If you have a question or complaint, please contact:

Email: hello@pookiespaluk.co.uk
Address: Pookie’s Pal, Flat 4, 57 Elmsdale Road, London E17 6PN, England

Please include your order number where applicable. We will make reasonable efforts to respond promptly and resolve the matter fairly.

Model cancellation form

You may use the wording below to cancel an eligible order, although using this exact form is not compulsory.

To: Pookie’s Pal, Flat 4, 57 Elmsdale Road, London E17 6PN, England
Email: hello@pookiespaluk.co.uk

I give notice that I wish to cancel my contract for the purchase of the following goods:

Products:
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Date: