Terms of service
Last updated: 05/10/2026
These Terms of Service apply when you visit percyspawfectpantry.com, purchase products from Percy’s Pawfect Pantry or otherwise use our website.
By placing an order with us, you agree to these Terms together with any other policies referred to on our website, including our Privacy Policy, Shipping Policy and Refund Policy.
Please read these Terms carefully before placing an order.
1. About Percy’s Pawfect Pantry
This website is operated by Percy’s Pawfect Pantry.
We sell handmade dog biscuits, personalised dog treats, seasonal treats and other products available through our online store.
Our online store is hosted by Shopify, which provides the ecommerce platform we use to sell our products.
If you need to contact us about an order or these Terms, please email percyspawfectpantry@gmail.com.
2. Using Our Website
You may use our website only for lawful purposes.
You must not:
- Use our website in a way that breaks any applicable law.
- Attempt to interfere with the security or operation of our website.
- Introduce viruses, malicious code or other harmful technology.
- Attempt to gain unauthorised access to our website, systems or customer information.
- Copy, reproduce or commercially exploit our website content without our permission.
We may suspend or restrict access to our website where reasonably necessary for security, maintenance or misuse.
3. Our Products
Our dog treats are handmade in small batches. Because they are handmade, there may be small variations in colour, shape, decoration, positioning or finish between products.
We make every reasonable effort to ensure that product photographs, descriptions, colours and other information on our website accurately represent the products being sold.
Colours may appear slightly differently depending on the screen or device being used.
Any handmade variation does not affect your statutory rights where a product is faulty, damaged, incorrect or not as described.
4. Personalised Products
Many of our products are made specifically for you using information supplied when you place your order.
Please check all personalisation details carefully before completing checkout, including names, ages, wording, colours, occasion details, delivery information and any special requests.
We will normally make personalised products using the information provided with your order.
We are not responsible for spelling mistakes or incorrect information supplied by the customer. However, if we make an error when creating your order, please contact us and we will work with you to put it right.
Where we cannot reasonably accommodate a special request, we may contact you before completing your order.
5. Ingredients, Allergens and Suitability
Ingredient and allergen information is provided on our website and/or with our products.
Our treats are produced in an environment where ingredients including peanut butter, sesame, oats, eggs and dairy may be handled. Although reasonable care is taken, we cannot guarantee that products will be completely free from traces of allergens.
Please check the relevant ingredient and allergen information before feeding any product to your dog.
If your dog has an allergy, intolerance, medical condition or specific dietary requirement, you are responsible for deciding whether a product is suitable and should seek veterinary advice where appropriate.
Our treats are intended as complementary dog treats and should be fed in moderation as part of a balanced diet. Fresh drinking water should always be available.
Our products are intended for dogs and are not intended for human consumption.
6. Storage and Freshness
Our treats are handmade without artificial preservatives and should be stored in accordance with the storage instructions supplied with the product and the guidance available on our Storage & Ingredients page.
Customers are responsible for following the storage instructions once an order has been delivered.
Failure to store products appropriately may affect their freshness and quality.
7. Placing an Order
When you place an order through our website, you are making an offer to purchase the products in your basket.
You will normally receive an automated order confirmation after checkout. This confirms that we have received your order.
We may contact you if we need further information before we can fulfil your order.
We may refuse or cancel an order where there is a genuine reason to do so, for example:
- We are unable to fulfil the order.
- A product has been listed with an obvious pricing or description error.
- We are unable to deliver to the address supplied.
- We reasonably suspect fraudulent or unauthorised activity.
- The order contains a request we cannot safely or reasonably fulfil.
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled products.
8. Prices and Payment
Prices are shown on our website in pounds sterling (£) and include any applicable taxes unless stated otherwise.
Delivery charges are shown separately where applicable and will be displayed during checkout before you complete your order.
We may change our prices at any time, but changes will not normally affect an order that has already been accepted.
Payments are processed securely through the payment methods made available through our Shopify store.
We do not generally receive or store your full payment card details.
9. Promotions and Discount Codes
From time to time we may offer promotional codes, discounts or special offers.
Any additional terms applying to a promotion will be stated when the promotion is advertised.
Promotions may be changed or withdrawn where reasonably necessary, but this will not affect an order already completed using a valid promotion.
Discount codes have no cash value and cannot be exchanged for cash.
10. Delivery
Our current delivery areas, charges, processing information and delivery services are shown in our Shipping Policy and during checkout.
We currently deliver to eligible UK mainland addresses. We do not currently deliver to Northern Ireland or internationally.
Please provide a complete and accurate delivery address when placing your order.
If you realise you have supplied an incorrect address, please contact us as soon as possible. We will try to amend it where we reasonably can, but changes may not be possible once an order has been dispatched.
Where you select or request a preferred delivery date, we will make reasonable efforts to work towards that date, but preferred delivery dates are not guaranteed.
Delivery estimates provided by postal or courier services are estimates rather than guaranteed delivery times unless expressly stated otherwise.
If an order is delayed, damaged or appears to have been lost in transit, please contact us at percyspawfectpantry@gmail.com so that we can investigate and work with you to resolve the issue.
Nothing in this section limits your statutory rights relating to delivery.
11. Returns, Cancellations and Refunds
Our treats are handmade to order and many are personalised and/or goods that are liable to deteriorate or expire rapidly.
As a result, the normal statutory right to cancel an online order simply because you have changed your mind may not apply to these products.
We are therefore unable to accept returns or provide refunds simply because you change your mind about a made-to-order, personalised or perishable product.
This does not affect your statutory rights.
If your order arrives damaged, is incorrect, is not as described or there is another problem with your order, please contact us as soon as possible at percyspawfectpantry@gmail.com.
If your parcel is lost or arrives damaged in transit, please get in touch and we will investigate with the delivery provider and work with you to put things right.
Please see our Refund Policy for further information.
12. Your Consumer Rights
Nothing in these Terms is intended to limit or exclude any rights you have under applicable UK consumer law.
We are under a legal duty to supply products that conform to the contract, including products that are as described, of satisfactory quality and fit for their intended purpose where applicable.
If a product does not meet those requirements, you may have legal rights to a refund, replacement or other remedy depending on the circumstances.
13. Reviews, Photographs and Other Content
You may choose to submit reviews, photographs, comments or other content to Percy’s Pawfect Pantry.
You must only submit content that you have the right to share and that does not infringe another person’s intellectual property, privacy or other legal rights.
If you submit content specifically for publication on our website or social media, you give us permission to display and reproduce that content for that purpose.
We may remove content from our website where we reasonably consider it unlawful, abusive, misleading, inappropriate or in breach of another person’s rights.
Personal information contained in reviews or other content is also handled in accordance with our Privacy Policy.
14. Intellectual Property
Unless otherwise stated, the content on this website belongs to Percy’s Pawfect Pantry or is used with permission.
This includes our written content, product descriptions, original photographs, graphics, designs, branding and other website materials.
You may view and use our website for your own personal, non-commercial use.
You must not reproduce, copy, distribute, modify, sell or commercially exploit our content without our prior written permission, except where permitted by law.
15. Third-Party Services and Links
Our website may contain links to third-party websites or use services provided by third parties, including payment providers, delivery providers, social media platforms and other technology providers.
We are not responsible for the content, availability or privacy practices of websites operated by other organisations.
Where you choose to use a third-party website or service, its own terms and privacy policies may apply.
16. Website Availability
We aim to keep our website accurate and available, but we cannot guarantee that it will always be uninterrupted or free from technical problems.
We may temporarily suspend, update or change parts of the website for maintenance, security or operational reasons.
Nothing in this section affects our obligations in relation to orders we have accepted or your statutory consumer rights.
17. Our Liability
Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Nothing in these Terms excludes or limits your statutory consumer rights.
If we fail to comply with these Terms, we are responsible for loss or damage that is a foreseeable result of our breach or our failure to use reasonable care and skill.
We are not responsible for loss or damage that was not reasonably foreseeable when the contract was made.
Our products are supplied primarily for private and domestic use. Unless we have separately agreed commercial or wholesale terms with you, we are not responsible for business losses such as loss of profits, revenue, contracts or business opportunities resulting from consumer purchases.
18. Events Outside Our Reasonable Control
Occasionally, circumstances outside our reasonable control may affect our ability to fulfil or deliver an order, for example severe weather, disruption to postal or courier networks, industrial action or other significant events.
If this happens, we will take reasonable steps to minimise the effect of the disruption and contact you where appropriate.
Your statutory rights are not affected.
19. Privacy
We handle personal information in accordance with our Privacy Policy.
Please review our Privacy Policy for information about what personal information we collect, how we use it and your rights.
20. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, website, products or legal requirements.
The latest version will be published on this page together with the date it was last updated.
Changes will not retrospectively remove rights that have already arisen under an existing order.
21. Severability
If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.
22. Governing Law
These Terms are governed by the laws of England and Wales.
Nothing in these Terms affects any mandatory consumer rights that apply to you based on where you live.
23. Contact Us
If you have any questions about these Terms, an order or any of our products, please contact:
Percy’s Pawfect Pantry
Email: percyspawfectpantry@gmail.com