Terms of service
Terms of Service
Last updated: 20 August 2026
1. About these Terms
These Terms of Service explain the terms that apply when you use the Alpine Paws website or purchase products from us.
By using our website or placing an order with us, you agree to these Terms of Service and the policies referred to within them.
Please read these Terms carefully before placing an order.
These Terms apply to customers purchasing products for personal use. If you are purchasing products for business purposes, some consumer-specific rights described in these Terms may not apply.
Nothing in these Terms affects your statutory rights as a consumer.
2. About Alpine Paws
Alpine Paws is a trading name operated by Annabel Hoyes, a sole trader based in the United Kingdom.
Trading name: Alpine Paws
Owner: Annabel Hoyes
Business address: Office 30, Anglo House, Worcester Road, Stourport-on-Severn, Worcestershire, DY13 9AW, United Kingdom
Email: info@alpinepaws.co.uk
Website: alpinepaws.co.uk
3. Our Products
We aim to provide accurate descriptions, photographs, measurements and specifications for all products listed on our website.
We make reasonable efforts to ensure that product images represent the products accurately. However, colours may appear slightly different depending on your device, screen settings, lighting and photography conditions.
Product measurements and specifications may have reasonable manufacturing tolerances where applicable.
We may update product descriptions, specifications or other information where necessary to reflect changes to products or to correct errors.
Nothing in these Terms limits your statutory rights where a product is faulty, not as described, not of satisfactory quality or not fit for purpose.
4. Product Availability
All products are subject to availability.
Where a product is temporarily unavailable, we may display it as out of stock or unavailable for purchase.
If you place an order for a product that subsequently becomes unavailable due to an error in our stock information, we will contact you as soon as reasonably possible and, where we cannot fulfil the order, provide an appropriate refund.
5. Placing an Order
When you place an order through our website, you are making an offer to purchase the products in your order.
After placing your order, you will receive an order confirmation email acknowledging that we have received your order.
Your order is accepted when we send you confirmation that the products have been dispatched, unless we have notified you that we cannot accept your order.
We reserve the right to decline or cancel an order where there is a genuine reason to do so, including where:
- a product is unexpectedly unavailable;
- there has been an obvious pricing or listing error;
- we reasonably suspect fraudulent or unauthorised activity; or
- an order has been placed in circumstances that would materially interfere with our ability to operate the business fairly.
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled order.
6. Prices and Payment
All prices displayed on our website are in pounds sterling (£), unless otherwise stated.
The price payable for a product is the price displayed at the time you place your order, except where there is an obvious pricing error.
Delivery charges, where applicable, will be shown before you complete your purchase.
Payment is processed through the payment methods made available at checkout.
We do not have access to your full payment card details.
7. Promotions and Discount Codes
Promotional offers and discount codes are subject to any specific terms stated alongside the promotion.
Unless otherwise stated:
- discount codes must be entered at checkout;
- promotions cannot be applied retrospectively to orders that have already been placed;
- promotional offers cannot be exchanged for cash;
- promotional offers are subject to product availability; and
- we may correct or withdraw a promotion where there has been an obvious pricing, technical or administrative error.
Combining promotions
Unless a specific promotion states otherwise, a maximum of two eligible promotions may be applied to a single order.
Promotions may include discount codes, automatic discounts, product or collection offers and free-shipping offers.
We reserve the right to refuse or cancel a discount where we reasonably believe that a promotion has been deliberately misused or applied contrary to its stated terms.
Returns of promotional purchases
If you return a product purchased using a promotional offer, any refund will be based on the amount actually paid for that product.
Where returning an item means that an order no longer qualifies for a promotion or bundle discount, the refund may be recalculated so that the remaining products are charged at the price that would have applied without the promotion.
We will explain any such adjustment before processing the refund.
8. Delivery
We aim to dispatch orders within the timeframe stated on our website.
Delivery times are estimates unless a specific delivery date has been expressly agreed with you.
Delivery options, costs and estimated delivery times will be shown during checkout.
We may use third-party delivery providers to deliver orders.
Once an order has been delivered to the address provided by you, responsibility for the goods passes to you, except where the law provides otherwise.
If goods are lost or damaged while they are in our responsibility, we will deal with the matter in accordance with your statutory rights.
If you provide an incorrect or incomplete delivery address, you may be responsible for additional delivery costs where this results in the need to resend an order.
Nothing in this section limits your statutory rights regarding delivery or the passing of risk.
9. International Orders
We may offer delivery to countries outside the United Kingdom.
International orders may be subject to customs duties, import taxes, handling fees or other charges imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer.
International delivery times are estimates and may be affected by customs clearance, local postal services and circumstances outside our reasonable control.
Customers are responsible for ensuring that the products they order can legally be imported into their destination country.
10. Returns and Your Right to Cancel
Our Refund Policy explains our returns process and should be read alongside these Terms.
For most online purchases, UK consumer law gives you a statutory right to cancel your order within 14 days of receiving the goods, without needing to give a reason. You then generally have a further 14 days to return the goods after notifying us of cancellation.
There are some exceptions to the statutory cancellation right, including certain personalised or customised goods.
Where you exercise your statutory cancellation right, we will provide the refund required by law.
You are responsible for taking reasonable care of products while they are in your possession. Where permitted by law, we may make a deduction from a refund if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning and that handling has reduced their value.
For full details of how to request a return, please see our Refund Policy.
11. Faulty, Damaged or Incorrect Products
Your statutory rights apply if a product is faulty, damaged, not as described, not of satisfactory quality or not fit for purpose.
If you believe there is a problem with your order, please contact us at info@alpinepaws.co.uk as soon as reasonably possible and provide details of the issue.
Where appropriate, we may ask for photographs or other information to help us understand the problem.
Depending on the circumstances and your legal rights, we may offer a repair, replacement, price reduction or refund.
Nothing in these Terms limits or excludes your statutory rights. UK consumer law requires goods to meet certain standards, including being as described, of satisfactory quality and fit for purpose.
12. Lost or Damaged Returns
If you are returning an item to us, please retain proof of postage and tracking information until the return has been received and processed.
Where you exercise your statutory cancellation rights, you are generally responsible for the cost of returning the goods unless we have agreed otherwise or the law requires us to pay the return cost.
If a return is sent using a tracked service and appears to have been lost in transit, please contact us and provide your proof of postage and tracking information.
We will work with you to establish what has happened and determine the appropriate outcome in accordance with your legal rights.
We will not require you to pay again for the same return where you have already properly sent the goods back and can demonstrate that they were handed to the carrier.
Where a return is lost because a customer has failed to follow agreed return instructions or has not obtained reasonable proof of postage, we may need additional information before determining whether a refund or replacement can be provided.
Nothing in this section limits your statutory rights.
13. Refunds
Where we owe you a refund, we will normally refund the payment method originally used for the purchase.
Refund times may vary depending on the payment provider or bank.
Where a refund is required because you have exercised your statutory cancellation right, we will process it in accordance with applicable law.
Where required by law, refunds will include the standard delivery charge paid by you. We are not required to reimburse additional costs arising from your choice of a more expensive delivery method.
Our Refund Policy contains further information about our returns and refund process.
14. Intellectual Property
All content on the Alpine Paws website, unless otherwise stated, is owned by or licensed to Alpine Paws.
This includes, but is not limited to:
- photographs;
- text;
- product descriptions;
- graphics;
- illustrations;
- logos;
- branding;
- website design;
- videos;
- downloadable materials; and
- other original creative content.
The Alpine Paws name, branding and associated brand assets are used by Alpine Paws in connection with our business and products.
You may view, download or print reasonable portions of the website for your own personal, non-commercial use.
You must not reproduce, copy, modify, distribute, commercially exploit or otherwise use our content or brand assets without our prior written permission, except where permitted by law.
Nothing in this section affects any rights you may have under applicable copyright or other intellectual property laws.
15. Website Use
You agree not to use our website:
- for any unlawful purpose;
- to attempt to gain unauthorised access to our systems;
- to introduce malicious software or code;
- to interfere with the operation or security of our website;
- to impersonate another person or business;
- to submit false or misleading information; or
- in a way that infringes the rights of Alpine Paws or any third party.
We may restrict or suspend access to the website where reasonably necessary to protect the website, our business or other users.
16. Website Availability
We aim to keep the Alpine Paws website available and functioning properly, but we cannot guarantee that the website will always be available, uninterrupted or free from errors.
The website may occasionally be unavailable due to maintenance, technical issues, updates or circumstances outside our reasonable control.
This does not affect your rights regarding products you have purchased from us.
17. External Links
Our website may contain links to third-party websites or services.
These links are provided for convenience and do not necessarily constitute an endorsement of those websites or services.
We are not responsible for the content, availability, security or privacy practices of third-party websites.
If you choose to access a third-party website, you do so at your own discretion.
18. Customer Reviews, Photographs and Other Content
If you voluntarily submit photographs, reviews, comments or other content to Alpine Paws, you remain responsible for the content you provide.
By submitting content to us, you confirm that you have the necessary rights and permissions to provide it to us and that it does not infringe the rights of another person.
Where we ask for permission to use customer photographs, reviews or other content for marketing purposes, we will seek your permission before using the content in the manner requested.
We do not claim ownership of your original content merely because you submit it to us.
19. Our Liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
In particular, nothing in these Terms limits your statutory rights as a consumer or our responsibility for matters that cannot legally be excluded or limited.
We are not responsible for losses that could not reasonably have been expected when the contract was formed or for losses that arise from circumstances outside our reasonable control, except where applicable law provides otherwise.
Nothing in this section affects your rights where products are faulty, not as described, not of satisfactory quality or not fit for purpose.
UK consumer law does not allow businesses simply to exclude responsibility for faulty or misdescribed goods, and consumer terms must be fair and transparent.
20. Events Outside Our Reasonable Control
We will not be responsible for delays or failures caused by circumstances outside our reasonable control.
This may include, for example:
- severe weather;
- natural disasters;
- industrial action;
- disruption to postal or courier networks;
- customs delays;
- government restrictions;
- widespread technical failures;
- transport disruption; or
- other events that could not reasonably have been prevented.
Where such an event affects an order, we will take reasonable steps to minimise the impact and keep you informed where appropriate.
This section does not remove any rights you have to cancel an order or receive a refund where required by law.
21. Privacy
Your personal information is handled in accordance with our Privacy Policy.
Please see our Privacy Policy for information about how we collect, use and protect your personal information.
22. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, products, website or legal requirements.
The version applicable to your purchase will be the version in force when you place your order.
The latest version of these Terms will always be available on this page.
23. Governing Law
These Terms and any contract between you and Alpine Paws are governed by the laws of England and Wales.
If you are a consumer, you will also retain any mandatory protections provided by the laws of the part of the United Kingdom in which you live where those protections apply.
Nothing in these Terms prevents you from relying on mandatory consumer protection rights available to you.
24. Contact Us
If you have any questions, concerns or complaints about these Terms, an order or our products, please contact us:
Alpine Paws
Owner: Annabel Hoyes
Business address: Office 30, Anglo House, Worcester Road, Stourport-on-Severn, Worcestershire, DY13 9AW, United Kingdom
Email: info@alpinepaws.co.uk