Terms & Conditions | Shipping & Delivery Policy | Returns & Refund Policy

All purchases made through the Hero Paws shop directly support the welfare and lifelong care of retired service dogs.

1. Online Shop Terms & Conditions

1.1 About the Shop

The Hero Paws shop offers merchandise, fundraising items, and products to support our charitable work.

By placing an order, you agree to these Terms & Conditions.

1.2 Product Information

We aim to ensure all product descriptions, images, and pricing are accurate. However:

  • colours and appearance may vary slightly depending on screens or production
  • sizes and specifications should be checked before purchase
  • we reserve the right to correct errors or update product information at any time

1.3 Pricing

  • All prices are listed in GBP (£)
  • Prices may change without notice
  • Delivery costs are added at checkout unless otherwise stated

1.4 Orders

All orders are subject to acceptance and availability.

Hero Paws reserves the right to:

  • refuse or cancel any order
  • limit quantities
  • correct pricing errors
  • cancel orders where fraud or misuse is suspected

If an order is cancelled, a full refund will be issued.

1.5 Payment

Payments must be made at the time of order using approved payment methods.

We do not store full payment details and rely on secure third-party payment providers.

1.6 Charity Nature of Sales

Purchases made through the Hero Paws shop contribute to charitable work.

This does not affect your statutory consumer rights, but customers should understand:

  • some items may be produced in small batches or via third-party suppliers
  • delivery times may vary
  • items may be fundraising-focused rather than mass retail

1.7 Intellectual Property

All designs, branding, and content remain the property of Hero Paws.

Products may not be reproduced, copied, or resold commercially without permission.

2. Shipping & Delivery Policy

2.1 Processing Times

Orders are typically processed within:

  • 2–7 working days for in-stock items
  • longer for made-to-order or personalised items

Processing times may increase during busy periods, campaigns, or fundraising events.

2.2 Delivery Times

Estimated delivery times:

  • UK: 2–5 working days after dispatch
  • International: 5–15 working days (location dependent)

These are estimates only and not guaranteed.

2.3 Delivery Responsibility

Once an order has been dispatched:

  • responsibility transfers to the delivery provider
  • Hero Paws is not liable for delays outside of our control

2.4 Incorrect Addresses

Customers are responsible for providing accurate delivery details.

Hero Paws is not responsible for:

  • orders sent to incorrect addresses
  • delays or losses caused by incorrect information

2.5 Lost or Delayed Items

If an item is delayed or appears lost:

  • customers should contact us within a reasonable timeframe
  • we will investigate with the delivery provider
  • replacements or refunds will be considered where appropriate

2.6 Customs & International Orders

For international orders:

  • customs fees, duties, or import taxes may apply
  • these are the responsibility of the customer
  • Hero Paws has no control over these charges

3. Returns & Refund Policy

3.1 Your Rights

Customers have the right to request a return in line with UK consumer law.

You may request a return if:

  • the item is faulty
  • the item is incorrect
  • the item is not as described

3.2 Change of Mind

We may accept returns for change of mind where:

  • the item is unused and in original condition
  • the request is made within 14 days of delivery

Return postage costs are the responsibility of the customer unless the item is faulty.

3.3 Non-Returnable Items

We do not accept returns for:

  • personalised or custom-made items
  • items made to order unless faulty
  • items damaged through misuse

3.4 Faulty or Incorrect Items

If an item arrives faulty or incorrect:

  • contact us as soon as possible
  • provide photos and details
  • we will offer a replacement, exchange, or refund

3.5 Refunds

Where approved:

  • refunds will be processed to the original payment method
  • processing times may vary depending on the provider

3.6 Return Process

To request a return:

  • contact Hero Paws with your order details
  • wait for confirmation before returning the item
  • ensure items are securely packaged

4. Contact

For all shop-related enquiries, please contact Hero Paws through our official website or communication channels.

Final Statement

Every order placed helps support a dog who has already given everything.

This isn’t just a purchase.
It’s part of their care. Their recovery. Their dignity