Terms & conditions of sale

1. About us

featherandroan.co.uk is operated by Feather & Roan, registered in England and Wales under company number 00000000, with its registered office at Feather & Roan, Unit 4, The Old Kennels, Ludlow, Shropshire, SY8 1AA. Our VAT number is GB 000 0000 00.

You can contact us by email at hello@featherandroan.co.uk, by phone on 01234 567890 (Monday to Friday, 9am – 5pm), or using our contact form.

These terms apply to consumers buying for personal use. If you're buying for a business, please contact us about trade terms.

2. Your order & our contract

When you place an order, you'll receive an email acknowledging it. A contract between us is formed when we accept your order, which happens when we send you a dispatch confirmation. We may decline an order — for example, if an item is out of stock, there's an obvious pricing error, or we can't authorise payment. If so, we'll tell you and refund anything you've paid.

Product photos and illustrations are for guidance. Colours can vary slightly between screens, and natural materials such as leather, cotton and wood will each be a little different.

3. Prices & payment

All prices are in pounds sterling (GBP) and include VAT at the current rate. Delivery charges are shown separately at checkout before you pay. Payment is taken in full when you place your order. We accept major credit and debit cards and other methods shown at checkout, processed securely by our payment provider.

If we discover a pricing error after you've ordered, we'll contact you and you can choose to continue at the correct price or cancel for a full refund.

4. Delivery

We deliver to addresses in the UK, the Channel Islands and the Isle of Man. Current delivery options:

• Royal Mail Tracked 48 — £3.95 (2–3 working days). Free on orders over £40.
• DPD Next Day — £5.95 (Order by 2pm Mon–Fri).
• Next-day delivery to the Highlands & Islands, Northern Ireland, the Isle of Man and the Channel Islands carries a £5 surcharge.

Orders placed before 2pm on a working day are normally dispatched the same day. Delivery times are estimates and not guaranteed. If your order hasn't arrived within 30 days, you may cancel and receive a full refund. Risk in the goods passes to you on delivery. Full details are on our Delivery & returns page.

5. Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. To cancel, tell us clearly by email or using our contact form. You then have a further 14 days to send the goods back.

We'll refund the price of the goods and the cost of standard delivery (if you cancel the whole order) within 14 days of receiving the goods back, or proof you've returned them. You're responsible for the cost of returning goods, and we may reduce your refund if the goods have been handled more than necessary to establish their nature, characteristics and functioning — just as you might in a shop.

The right to cancel doesn't apply to:

• goods made to your specifications or clearly personalised (see section 8);
• sealed goods unsuitable for return for health or hygiene reasons once unsealed — for example, opened ear cleaners, shampoos, treats and chews;
• goods that become inseparably mixed with other items after delivery.

6. Our returns policy

On top of your legal right to cancel, we offer a 30-day returns policy. You can return most unused items in their original packaging within 30 days of delivery for a refund. We aim to refund within 5 working days of receiving your return. This policy doesn't affect your statutory rights.

7. Faulty goods & your rights

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they aren't, you're entitled to a full refund within 30 days of delivery. After that, you're entitled to a repair or replacement, and if that doesn't fix things, a refund (which may be reduced to reflect the use you've had after six months). We'll cover the cost of returning faulty goods.

Normal wear and tear, damage from misuse, accidents or chewing (we know, we know) isn't a fault. Please tell us about any damage in transit as soon as possible.

8. Personalised items

For engraved or personalised items, we produce exactly what you enter at checkout, so please check spelling, numbers and spacing carefully. Because these items are made especially for you, they can't be cancelled once production has started or returned for a change of mind — but your rights for faulty items, or if we've made a mistake, are unaffected.

You confirm you have the right to use any text you ask us to engrave, and we may refuse personalisation we consider offensive.

9. Using our products safely

Please follow any instructions and sizing guidance supplied with our products. Toys and chews aren't indestructible: supervise your dog, check items regularly and remove anything damaged. Snoods and harnesses should be correctly fitted and used under supervision. Our guides and advice are general information and are not a substitute for advice from your vet.

10. Discount codes

Discount codes can't be exchanged for cash, only one code can be used per order, and each code may have its own conditions (such as a minimum spend or expiry date). We may withdraw a promotion at any time, but this won't affect orders already placed.

11. Our liability

If we fail to comply with these terms, we're responsible for loss or damage you suffer that is a foreseeable result of our breach or negligence. We're not responsible for loss that isn't 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 can't legally be limited, including your rights under the Consumer Rights Act 2015.

We aren't responsible for delays caused by events outside our reasonable control, but we'll let you know and do our best to minimise the effect.

12. General

• We may update these terms from time to time; the terms in force when you place your order apply to that order.
• If any part of these terms is found to be unenforceable, the rest remains in effect.
• These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.
• If you have a complaint, please contact us first — we'll always try to resolve it quickly and fairly. Our use of your personal data is explained in our privacy policy.