Clear terms. Confident shopping.
Please read these terms before placing an order with Pawqivo. They explain how orders, payments, delivery and customer rights are handled.
These terms do not limit consumer rights that cannot lawfully be excluded. Please review the terms before ordering.
Pawqivo is an online retailer of pet products. We use Shopify to operate this storefront and may work with third-party suppliers or fulfilment partners to dispatch orders.
For these Terms, “Pawqivo”, “we”, “us” and “our” refer to the business identified above. “You” and “your” refer to the person using this website or placing an order.
These Terms apply to use of our website and purchases made through it. By using the site, you agree to follow these Terms where they lawfully apply. Please do not place an order if you do not agree with them.
These Terms should be read alongside the product description, the delivery information displayed at checkout, and any other terms expressly provided before you place an order. If a specific term conflicts with a mandatory legal right, that legal right takes priority to the extent required by law.
You must provide accurate information when ordering and be legally capable of entering into a binding purchase contract. If you place an order on behalf of another person or organisation, you confirm that you have authority to do so.
Products are intended for the purposes described on their individual listings. Read the description, size information, material details and warnings before purchasing.
We aim to display product descriptions, images, dimensions, materials, compatibility information and prices accurately. Screen settings and photography may cause minor colour differences. Any material difference, safety issue or incorrect product information should be reported to us promptly.
Unless expressly stated otherwise on the product page, product images are illustrative and do not promise accessories or items that are not included in the listing.
Pet products must be used for their intended purpose and in accordance with any instructions, warnings, size guidance and supervision recommendations supplied with the product.
We accept the payment methods shown at checkout. An order acknowledgement is not necessarily final acceptance of your order. We will contact you if a material issue affects fulfilment.
Submitting an order is an offer to purchase the listed goods. An automated order acknowledgement confirms receipt of your order request; it does not necessarily mean that the order has been accepted. We will communicate any rejection or material issue and, where a payment has already been taken, arrange any refund due.
Orders may need review where there is an apparent pricing or listing error, suspected payment fraud, unavailable stock, a delivery restriction, or information that cannot reasonably be verified. We will act fairly and in accordance with applicable law. We will not use this clause to avoid a contract or a consumer right where doing so would be unlawful.
Payments are processed through the payment methods made available at checkout, which may include PayPal and other Shopify-supported payment providers. Your use of a third-party payment service may also be governed by that provider’s own terms.
Never send full card details, passwords or one-time verification codes to us by email or chat.
Prices, currency, shipping charges and applicable taxes will be shown before checkout is completed. International buyers should check any import charges that may apply to their destination.
The applicable product price, currency, delivery charge and any other mandatory charges will be shown before you complete checkout. Please check your order summary before paying.
Promotions are subject to the terms clearly displayed for that promotion and cannot be used where the stated conditions are not met. We will not retrospectively change an agreed price except where permitted by law and agreed with you.
For international orders, import VAT, customs duties, brokerage fees or other charges may apply depending on the destination and shipping arrangement. Before purchase, we will state any such charges we know are payable by you. If a charge cannot be determined by us, check with your local customs authority before ordering.
Orders may be dispatched by a third-party fulfilment partner. Delivery estimates are provided in good faith and may vary by product, destination, carrier and customs processing.
Our current general delivery estimate is 3–7 working days, where stated at checkout, unless a different estimate is shown at checkout or on the relevant product page. This is an estimate, not a guarantee. We will communicate material delays where reasonably possible.
Some products may be dispatched by a third-party fulfilment partner or supplier. We remain your point of contact for order issues. Where relevant, shipment tracking will be shared when it becomes available.
Please enter a complete and accurate delivery address. If you notice an error, contact us immediately. Once a parcel has been dispatched, changes may not be possible. We will explain any available options rather than promising an address change that the carrier cannot provide.
We cannot guarantee a delivery date where delays arise from carriers, customs, severe weather, public disruption or other circumstances beyond reasonable control. This does not remove any legal obligations we have concerning delivery or remedies for non-delivery.
Unless a different arrangement is lawfully agreed, responsibility for the goods remains with us until they come into your physical possession or the possession of a person you identified to receive them, as applicable under consumer law.
Nothing in these Terms limits rights that cannot lawfully be excluded, including applicable statutory cancellation, refund, repair or replacement rights.
Contact us for return instructions. Statutory cancellation rights and remedies for faulty or misdescribed goods continue to apply where required by law. Any voluntary returns offer will be described separately and will not reduce those rights.
For many UK online purchases, consumers can cancel within 14 days after receiving goods without giving a reason, followed by a further 14 days to send the goods back. Exceptions apply to certain categories of goods and circumstances. The relevant statutory rules determine whether a particular product is eligible.
Where statutory cancellation rights apply, refunds and return costs will be handled in accordance with applicable law and the cancellation information provided before purchase. If you are unsure whether an item qualifies, contact us before sending it back.
To request a return or cancellation, email pawqivo@outlook.com and include your order number, the item concerned, and your request. You may also use any applicable statutory cancellation method or form. You do not have to use our preferred contact method if the law permits another clear method of cancellation.
Do not send items to a supplier or fulfilment partner unless we have confirmed the correct return instructions. Keep your return postage receipt and tracking details until the matter is resolved.
We will not impose a blanket “no refunds” rule where a refund is required by law. Any voluntary return conditions will be clearly stated separately and will not replace your statutory rights.
Please contact us if an item arrives damaged, faulty, incomplete or different from the product ordered. We will review the circumstances and explain the appropriate next steps under our policy and applicable law.
If your parcel or product appears damaged, is missing an item, or does not match your order, contact us as soon as reasonably possible with your order number and a description of the issue. Photographs of the packaging, shipping label and item may help us investigate more quickly.
Please retain the product and packaging while we investigate, unless the product poses a safety risk. Stop using a potentially dangerous or faulty pet product and keep it away from animals and children.
Photographs and packaging are requested to help resolve the issue; they are not an absolute precondition to exercising statutory rights. We will assess the circumstances fairly and explain the available next steps.
Use the website lawfully and provide accurate order details. Follow product instructions and supervise pets appropriately when using pet products.
You agree not to misuse the website, interfere with its security or operation, submit deliberately misleading information, attempt unauthorised access, or use the site for unlawful purposes.
You are responsible for checking that a product is suitable for your pet, including its size, age suitability, material, intended use and any stated warnings. Contact a qualified veterinarian where you need advice about your pet’s health, diet or safety.
We may investigate suspected misuse or fraudulent activity and take proportionate action permitted by law. We will not treat a genuine complaint, lawful cancellation, refund request or payment dispute as misconduct merely because a customer exercises their rights.
Our original branding, design and content may not be copied or commercially reused without permission, except where permitted by law.
Unless stated otherwise, website text, design elements, branding, graphics and original content are owned by or licensed to the relevant rights holder. You may view and use the website for personal shopping purposes but may not copy, reproduce, republish or commercially exploit protected content without permission, except where the law permits.
Product names, logos and trademarks belonging to third parties remain the property of their respective owners.
Payment providers, shipping carriers and fulfilment partners may operate under their own terms. We remain your contact for questions about your Pawqivo order.
Our store may rely on third-party providers for ecommerce hosting, payment processing, delivery, analytics, customer support or fulfilment. Those providers may have separate terms and privacy notices. We remain responsible for our own obligations to you under the applicable purchase contract and law.
Links to external websites are provided for convenience. We do not control every third-party website and are not responsible for its content or practices. Review its terms before using it.
Nothing in these Terms excludes liability or consumer rights where such exclusion is not permitted by law. Any limitation applies only to the extent legally allowed.
Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence where applicable.
If you are a consumer, you retain the mandatory rights and remedies available under applicable consumer law. We do not exclude responsibility for supplying goods that must meet statutory standards.
We are not responsible for delay caused by events genuinely beyond our reasonable control, provided we act appropriately in the circumstances. This clause does not automatically cancel an order or remove any remedy that the law gives you.
To the extent permitted by law, we are not responsible for losses that were not reasonably foreseeable when the contract was formed or for losses arising from use of a product contrary to its instructions. This wording does not override any mandatory legal protection.
Please contact our support email first where you have an order concern. We will review the available facts and respond fairly. Payment providers make independent decisions under their own dispute rules.
If you have a concern about an order, contact us at pawqivo@outlook.com with your order number, a clear description of the issue, and any relevant supporting information. We aim to investigate promptly and communicate the outcome clearly.
If you open a payment-provider dispute, please provide accurate information and respond to requests from the provider. We will likewise provide truthful, relevant records through the appropriate official process. Nothing in these Terms prevents you from contacting your payment provider, card issuer, regulator or other organisation where legally entitled to do so.
PayPal and other payment providers independently assess disputes under their own rules. We cannot guarantee a particular decision, seller-protection outcome, account status or refund result.
Where a dispute concerns non-delivery, damage, an incorrect item or an alleged unauthorised transaction, we will review the order history and relevant evidence. We will not knowingly submit altered, misleading or fabricated evidence.
We may retain relevant transaction and fulfilment records to administer orders, respond to customer enquiries, meet legal obligations, and investigate payment disputes or suspected fraud.
Relevant records may include the order confirmation, order number, item and price details, checkout and payment status, shipping address as supplied for the transaction, customer communications, supplier dispatch confirmation, carrier tracking, proof of delivery, refund records and dispute correspondence.
We aim to use reliable tracking and delivery services where available. For PayPal transactions, we may review the transaction’s eligibility requirements and use the address and shipment details shown in PayPal’s transaction records. We will not assume that a tracking number alone guarantees seller protection.
Records will be accessed and retained only as reasonably necessary for legitimate business, legal, accounting, security and dispute-handling purposes, subject to applicable data-protection law and our Privacy Policy.
When responding to a payment dispute, we will submit relevant records through the payment provider’s official process and within its stated deadlines. We will not use this clause to restrict a customer’s legal rights or discourage a genuine dispute.
We may update these Terms when our business, website or legal obligations change. The version published on this page applies subject to any mandatory law and the terms applicable to an existing order.
We may update these Terms from time to time to reflect changes to our business, website, services or legal obligations. The latest version and its update date will be shown on this page. Changes will not retrospectively remove rights or alter an existing contract where doing so would be unlawful.
These Terms are intended to be governed by the laws of England and Wales, subject to any mandatory consumer protections and rules about jurisdiction that apply to you. If you are a consumer in another country, you may retain protections provided by mandatory laws of that country.
For questions about these Terms, orders or complaints, contact:
We aim to respond as soon as reasonably possible.
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