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Terms & Conditions

Terms and Conditions

Refunds and Returns

For your complete peace of mind, we guarantee to fully refund any item you are not completely satisfied with. HOWEVER, we do URGE you to make full use of the sizing guides that we make available, as each item from each manufacturer will completely differ in sizing and shape, thus you must know your pooch's measurements to shop completely comfortably and stress free. Please view our easy to use measuring guide here.

With any returns or exchanges, all goods MUST be returned to us here, within 7 days of receipt, in a pristine, unworn and in a completely saleable condition - unsoiled - with ALL tags still attached and all original packaging intact. In order for us to process a return effectively, you must at first contact us with your order number, the item code, and your reasons for a return. We can then also supply you with our returns address. Please note that we cannot take responsibility for any items lost in transit when being returned back to us, thus we fully advise that anything you are returning should be sent recorded and/or with a proof of postage, as this way it is completely covered from A to B and your items are secure.

Palace Of Pooch will refund the complete purchased price of the item(s), excluding all postage and packaging costs should you wish to return the item. This is not the case if the item is faulty... Please see below for the specific guidelines on this.

Palace Of Pooch reserves the right to not refund item(s) that are not returned in a fully re-saleable condition. In this instance you will be notified by email, and the said item will be posted back out to you to your chosen return address.

Unfortunately we are not able to refund or replace seasonal items or any sale stock, unless deemed faulty within the set period.

If making a return/exchange from outside of the UK, then you must correctly complete a customs declaration that states the contents of your parcel are returned items. If this is not completed, then the parcel may incur customs charges for which we are not responsible and will not pay. If costs are levied then the parcel will not be collected and will be returned to sender.

Damaged and Defective Items

On the very rare occasion that you have received a damaged or defective item, then please contact us immediately stating your order number, the item code, and what the fault is, in as much detail as possible (you may be asked for photographic images of the said item fault). You must contact us within 48hrs of receipt of the goods, otherwise your claim may be refused or disregarded.

Where necessary, damaged/defective goods MUST be returned to us exactly as you received them, and very securely packaged and wrapped, along with a copy of the first email you sent to us, stating your order number, the item number, and the items fault. After we receive the item we will examine and test the fault (if needed), and if the product is indeed defective, we will reimburse you fully for the product, and also for the original shipping fee if you only purchased the one item. If you purchased other items within the same transaction, then regrettably we are unable to reimburse the shipping fee, and will only reimburse for the faulty item itself. If you require an exchange on a faulty item - and we have the stock available - you will not be charged again for delivery, we will simply send out the replacement to the given postal address.

We will always reimburse your postage paid for the returned faulty items that you are shipping to us, but only up to the value of the original shipping fee (Please note that this does not affect your statutory rights) - We will also need a receipt/proof of postage to do so for our records.

Privacy Policy

With reference to the website(s): www.palaceofpooch.comwww.palaceofpooch.co.uk

The purpose of this statement is to set out how we use personal information that we may obtain about you. By either registering as a user of any services provided by palaceofpooch.com on this website and by using the palaceofpooch.com website generally you agree to this use.

Palace Of Pooch is a UK based limited company that complies implicitly with the Data Protection Act 1998 relating to the personal information you supply online.

Use of your Personal Information

When you register and use this site you will be asked to provide certain information such as your contact details. We will store this data and hold it on computers or otherwise. We will use this data to fulfil our agreement with you.

The information collected when you register with us at the PalaceOfPooch.com website is generally used to communicate with you and improve our services where possible, and specifically, to process payments or enable third parties to carry out technical or commercial supporting functions. These functions may be carried out by us or appointed third parties who are bound by Data Protection covenants and must process the personal information in accordance with this Privacy Policy and the Data Protection Laws.

In addition to personal data such as name, e-mail address, delivery address, billing address, credit or debit card number and expiry date, we also analyse data about participants in order to provide a safe shopping environment for all users. Examples of the data we may collect and analyse include the Internet protocol (IP) address used to connect your computer to the Internet, login, password, computer and connection information such as browser type and version, your operating system and platform, the full Uniform Resource Locators (URL) clickstream to, through and from our website (including date and time), cookie number, products you viewed or searched for, your purchase history, personal preferences and any phone number recorded or used to call our customer services number. In using the site you accept that your personal data may be used for such purposes.

We will never sell, distribute or disclose information about you or your personal usage of the site without your express consent or unless required or permitted to do so by law. If you subscribe to our mailing lists we also ask you to answer various general questions about yourself. You will be asked to specify the areas in which you are interested so that we can tailor the information which we send to you to cover the merchandise which we believe you might be interested in. By subscribing to our mailing lists, you accept that your personal data may be used for such purposes. To opt-out of our mailing list please email us at: admin@palaceofpooch.com.

Participants have the right to access their stored data, to rectify them if required and to object to the storage of their data for legitimate purposes. We would like to keep your information up-to-date, you may change any of the basic information we keep about you at any time by e-mailing us at admin@palaceofpooch.com.

In addition to the information which you supply to us, information and data may be automatically collected through the use of cookies. Cookies are small text files the site can use to recognise repeat users and allow us to observe behaviour and compile aggregate data in order to improve the site for your use. You can configure your Internet browser to accept or reject certain cookies or inform you when a cookie is saved.

We may also use the Information we gather to notify you about important functionality changes and alterations to the site, or offers of products, services or information that might be of particular interest to you. By submitting your Information and ticking the requisite boxes on any order form or when subscribing to the services available on palaceofpooch.com, you expressly consent to such use to the extent permitted by applicable law. If at any time you wish to stop receiving our newsletter or any other information you may have requested from us please email us at the address given above or click the unsubscribe link which can be found on your account page.

Shared Data

We have business and technical partners whom we share data in order to process credit and debit card payments and provide a range of services, including for fraud protection purposes. They are bound by the Data Protection Act and must process the personal information in accordance with this Privacy Policy and the Data Protection Laws of the United Kingdom.

In case any fraudulent activity is detected on the website, or, without limitation, in connection with the breach of intellectual property rights through the use of the website, we may release personal information in order to comply with any applicable regulation or assert our rights as well as our business partners.


We endeavour to take all reasonable steps to protect your personal information. However, we cannot guarantee the security of any data you disclose online. You accept the inherent security risks of providing information and dealing online over the Internet and will not hold us responsible for any breach of security unless this is due to our negligence or wilful default.

Palaceofpooch.com takes security very seriously to make shopping online as safe possible.

Welcome to the user agreement for www.palaceofpooch.com.

In return for allowing you access to palaceofpooch.com, we require you to accept the terms and conditions of use set out in this notice. If you are not prepared to agree to these terms then you must immediately leave this website and you may not use or access our services in the future, until agreement is reached.

These terms of use are a binding legal agreement between Palace Of Pooch and the customer, and describe the terms and conditions applicable to your use of our website and the services we offer, including the sale of retail goods to consumers. You must read, agree with, and accept all of the terms and conditions contained in this agreement and in our Privacy Policy.

This agreement includes those terms and conditions expressly set out below, and those incorporated by reference. We strongly recommend that you also access and read any other information contained on other pages or websites referred to in this notice, as they may contain further terms and conditions that may apply to you. Please also refer to our Legal Notice and Privacy Policy.

New Customers

You may browse our website without registering, but you will need to register for an account with us in order to purchase any goods via our website. When you become an online customer, your username will be your valid email address, and you will be asked to input your own chosen password when registering.

You are responsible for all actions taken under that username, whether by you or any other person. It is your responsibility to keep your username and password safe. You should not disclose or transfer your username or password to any other person, and you must notify using the first instance if you become aware of any unauthorised use of your username or password.

You warrant, represent and undertake that any information, which you provide when you register as a user, shall be up to date, true and accurate in all respects, and you agree to notify us immediately of any changes to such information.

You can e-mail any changes in your details to us at admin@palaceofpooch.com, or online once logged in, via the My Account/Contact Us section.

Descriptions and Product Information

All products displayed on this website are available only whilst stocks last. Every effort has been made to reflect product colours and designs as accurately as possible. However, due to differences in monitors and collaboration that is out of our control, we are unable to fully guarantee that the colour you will see on your monitor will accurately reflect the true colour of the actual product.

All photos, descriptive matter, specifications and advertising issued on this website, and any descriptions, photos or illustrations are issued and published for the sole purpose of giving an approximate idea of the products described in them. They will not form part of the contract with you, and no warranty or guarantee shall be expressed or implied in the contract with you in this regard.

Purchasing Products

Where products are delivered to you outside of the European Union you will be responsible for paying any local sales tax or import duties arising at the delivery destination, which are NOT included in the price of the products.

Prices are quoted exclusive of postage and packing, which will be charged at the rates specified in the delivery section on the product pages and at checkout.

Where there is a delay or likelihood of delay in the supply of products, we will advise you as soon as practical. If the products cannot be delivered within 30 days of your order, we will notify you of this delay and you may either cancel your order in full or agree a further delivery time with us.

We reserve the right at all times - and at our sole discretion - to refuse to accept any orders.

You may cancel an order with us any time PRIOR to dispatch.

If your order has already been dispatched, please follow the returns procedure, and we will grant you a full refund excluding any/all postage and packaging costs.


All delivery charges are subject to credit card authorisation, customs delays and stock availability. Delivery times and prices are advised on each product page. All delivery times are only given as estimates, and we will not, under any circumstances, be liable for any delay in meeting such delivery times.

A signature may be required on receipt of delivery.

We must wait 15 working days (from the due date of delivery) before issuing replacements as Royal Mail do not consider an item as lost until 15 working days have elapsed. Royal Mail allow 15 working days for items to be returned to the sender.

Acceptable Use

You acknowledge that you are responsible for all communications sent via or to this website, and agree your use of this website for private, proper and lawful purposes only.

You will not carry out any act or omission, or procure any act or omission, which would damage, delay, interrupt or impair the use of this website or its software.

You will not cause any illegal, offensive, defamatory material to be placed on or associated with this website.

You will not be in breach of any copyright, trade mark, privacy, confidence, or any other third party right, or cause any inconvenience to palaceofpooch.com, its employees, servants, agents, software and other suppliers, or any other third party (including, without limitation, creating or procuring software viruses, chain letters, unsolicited communications and 'spam').

In the event that you breach any of these conditions, you will indemnify and keep indemnified Palaceofpooch.com, employees, servants, agents, professional advisors, suppliers and affiliates from time to time against all damages, losses, claims, costs, charges, awards, orders, judgments and other liabilities suffered or threatened as a result of a breach of these conditions.


You agree to indemnify and hold us and our affiliates and agents and our and their respective officers, directors and employees harmless from any claim or demand, including legal fees, made by any third party due to or arising out of your breach of this agreement or your violation of any law or rights of a third party.

Trade Marks and Copyright

Our trade marks include (amongst others) the Palace Of Pooch name and logo, and all associated iconography.

These trade marks may be in use and/or registered in more than one country, and your use and access of our website does not give you any rights at all to use our trade marks.

All other trade marks are the property of their respective owners.

All content included on this website (including, without limitation, the trade marks of Palaceofpooch.com, logos, graphics, text, photos, designs, logos, icons, images, data and software) is the property of Palace Of Pooch LTD, its affiliates and licensors and as such is protected by international and UK copyright and other intellectual property laws.

Any copyright or other intellectual property in these web pages is owned by, or licensed specifically to us. It is completely prohibited for you to reproduce all, or ANY part of the contents of this website, except in accordance with this agreement.

We grant you the following limited license to copy selected contents of this website:

You may download or print pages from this web site, but only for your own personal use, and you may NOT make any modification to them whatsoever. You may re-copy, extract or forward pages from this website to a third party for their personal use only, provided you: Do not make any modifications to the extract or pages before re-copying, extracting or forwarding. Acknowledge that the extract is from this website. Include the URL address of this website on the extract. Notify the third party that use and further copying of the extract by them is subject to the terms of this license.

The following acts are strictly forbidden under the limited license granted to you: You may not incorporate any part of this website into any other work or publication, including incorporation into an electronic work without our prior written consent. You may not frame this website within any website controlled by you.

Termination and Suspension

We may immediately issue a warning, suspend or terminate your registration and deny your access to all or part of the website, or refuse to provide our services to you without notice if:

You are in breach of any part of this agreement.

We cannot, for any reason, verify or authenticate any information you provide to us.

We believe that your actions may cause legal liability for us, you, or any other user.


Any notice, which we are required to give to you regarding the services, may be sent by e-mail or first class-post to the address provided by you on registration (or as amended from time to time).

Unless otherwise explicitly stated, notices to us must be sent by registered mail to:

Palace Of Pooch, 25 High Street, Steyning. BN44 3YE U.K.

Notices sent by e-mail are deemed to be received 24 hours after an e-mail is sent, unless we receive a failure notice that the e-mail address is invalid is received. Registered mail and first class-post will be deemed received 3 - 5 days following the date of mailing.


This Agreement sets forth the entire understanding and agreement between us.

We may amend this agreement at any time by posting an amended agreement on our website. Any amended agreement will govern new user registrations from the date that it is posted and existing users will be bound by the amended agreement after the expiry of 14 days following the date of posting.

Nothing in this agreement shall create or be construed to imply any agency, partnership, joint venture, employee-employer or franchisor-franchisee relationship between you and us. Headings are for reference purposes only and in no way define, limit, construe or describe the scope or extent of such section.

If any provision of this Agreement is held to be invalid or unenforceable, such provision shall be struck out and the remaining provisions shall remain in full force and effect.

You cannot assign this agreement but we may assign it at our sole discretion.

Our failure to act with respect to a breach by you or others shall not be considered as a waiver of our right to act with respect to subsequent or similar breaches.

Any person who is not a party to this agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement. This does not affect any right or remedy generally available to such a third party in law or otherwise.

Governing Law

These terms of use are governed by and construed in accordance with English law and you agree that the English courts will have exclusive jurisdiction for any dispute under this agreement.

The laws of your country may be different from English law and there may be additional legal requirements for you to use our website or services. You must comply with all applicable local and international laws, statutes, ordinances and regulations regarding your use of our website and services. We cannot monitor the laws of every country and it is your responsibility to ensure that your use of our website and services is legal.

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