Terms of service

These terms apply to every order placed on this website, which is operated under the trading name PAW & ROAM ("we", "us", "our"). By placing an order you agree to these terms. Please read them together with our Shipping Policy, Refund Policy and Privacy Policy.

1. Contacting us

You can contact us at any time by email at alejandrof.info@gmail.com. We aim to reply within 1–2 working days.

2. Our products

We describe and photograph our products as accurately as we can. Some photographs are styled lifestyle images that show how a product can be used; product details, dimensions and what is included are set out in each product description. Colours may look slightly different depending on your screen.

CuddleCarry is clothing worn by you. It is not certified safety equipment or a pet carrier: always supervise and support your pet, and never use the pouch as a restraint or in place of an appropriate carrier. The Weekender carries your pet's belongings, not your pet.

3. Prices and payment

All prices are shown in pounds sterling (GBP). Delivery charges are shown before you pay. We accept the payment methods shown at checkout, and payment is taken when you place your order. If we find an obvious pricing error, we will contact you before dispatch and you can choose to continue at the correct price or cancel for a full refund.

4. Your order

After you place an order you will receive an email confirming that we have received it. Our contract with you is formed when we dispatch your order. We may decline or cancel an order if a product becomes unavailable or if we suspect fraud; if we do, we will refund you in full.

5. Delivery

We deliver to addresses in the United Kingdom only. Delivery charges and estimated delivery times are shown at checkout and in our Shipping Policy. Estimated times are not guaranteed, but if your order has not arrived within 30 days of your order date, please contact us and we will put it right.

6. Your right to cancel and returns

If you change your mind, you have the legal right to cancel your order within 14 days of the day you receive your goods, without giving a reason. In addition, our Refund Policy allows returns within 30 days of delivery. To cancel or return an item, email us with your order number and we will confirm the next steps. Items must be returned unused and in their original condition. Refunds are made to your original payment method within 14 days of us receiving the item back.

7. Faulty or incorrect items

If an item arrives faulty, damaged or not as described, please email us with your order number and a photo. We will offer a repair, replacement or refund in line with your rights under the Consumer Rights Act 2015. These terms do not affect your statutory rights.

8. Offers and discount codes

From time to time we run offers, such as a free FurLift with qualifying orders. The conditions of each offer are shown on the website and in your basket while the offer is running. Offers are subject to availability, cannot be exchanged for cash and may be ended at any time; ending an offer does not affect orders already placed. Only one discount code can be used per order unless stated otherwise.

9. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, or for business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

10. Use of this website

The content of this website, including text, images and our brand name, belongs to us or our licensors and may not be copied or reused without permission. You agree not to misuse the website or interfere with how it works.

11. Personal information

We only use your personal information as described in our Privacy Policy.

12. Changes to these terms

We may update these terms from time to time. The version that applies to your order is the one shown on this page when you placed it.

13. Law and complaints

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts. If you have a complaint, please email us first so we can try to resolve it.

Last updated: 1 October 2026