Hearth Pets — Terms of Service

Last updated: 14 August 2026

Welcome to Hearth Pets — a little place for thoughtful products made for pets and the people who love them. ♡

These Terms of Service explain the rules that apply when you visit our website or purchase products from Hearth Pets. By using our website or placing an order, you agree to these Terms.

1. About Hearth Pets

Hearth Pets provides pet products, including personalised and custom-made items, through our online store.

We aim to make every product with care and attention, so that each order feels a little more special for you and your furry companion.

2. Using Our Website

By using our website, you agree to:

• Provide accurate and complete information when placing an order
• Use our website only for lawful purposes
• Not misuse, interfere with, or attempt to gain unauthorised access to our website or systems
• Not use our website to engage in fraudulent or harmful activities

We reserve the right to restrict or refuse access to our website where reasonably necessary to protect our business, customers, or website.

3. Products and Product Information

We make reasonable efforts to ensure that product descriptions, photographs, colours, measurements and other information on our website are accurate.

However, colours may appear slightly different depending on your device or screen settings, and individually made products may have small variations.

Such minor variations do not necessarily constitute a defect.

4. Personalised and Custom-Made Products

Some Hearth Pets products are made especially for you and your pet.

When placing an order for a personalised product, you are responsible for checking that all information you provide is correct, including:

• Your pet's name
• Personalised text
• Spelling
• Size
• Colour
• Other selected options or customisation details

Once a personalised product has been made, we cannot accept returns simply because you have changed your mind or provided incorrect personalisation details.

For information about returns and quality issues, please see our Refund & Return Policy.

5. Orders

When you place an order through our website, you are making an offer to purchase the selected products.

After receiving your order, we will send an order confirmation to the email address you provided.

An order confirmation confirms that we have received your order; it does not necessarily mean that the order has been accepted if we are unable to fulfil it.

We may refuse or cancel an order where reasonably necessary, including where:

• A product is unavailable
• There is an obvious pricing or product description error
• We suspect fraudulent or unauthorised activity
• We are unable to fulfil the order for reasons outside our reasonable control

If we cancel an order after payment has been made, we will arrange an appropriate refund.

6. Prices and Payment

All prices displayed on our website are shown in the currency indicated at checkout.

You are responsible for providing accurate payment and billing information.

Payment must be successfully completed before an order can be processed.

We may use third-party payment providers to process payments, including Shopify Payments and PayPal. Your payment may therefore also be subject to the terms and policies of the relevant payment provider.

7. Delivery

We aim to dispatch orders within the timeframe stated on our website or at checkout.

Estimated delivery times are provided as guidance and may vary depending on the delivery service, destination, weather, customs procedures, or other circumstances outside our reasonable control.

For further information about delivery, please refer to our Shipping Policy.

Once an order has been dispatched, delivery is handled by the relevant postal or delivery provider.

8. Returns and Refunds

Our returns and refunds are governed by our Refund & Return Policy.

Because personalised products are specially made for individual customers, personalised and custom-made products cannot normally be returned simply because of a change of mind.

If your product arrives damaged, defective, or has a genuine quality issue, please contact us within the timeframe specified in our Refund & Return Policy so that we can help.

Nothing in these Terms is intended to exclude or limit any consumer rights that cannot legally be excluded or limited under applicable law.

9. Intellectual Property

All content on the Hearth Pets website, including our brand name, logo, photographs, illustrations, designs, written content, graphics and other materials, belongs to Hearth Pets or is used with appropriate permission.

You may not copy, reproduce, modify, distribute, sell or commercially use our content without our prior written permission.

We put a lot of heart into Hearth Pets, and we kindly ask that you respect the work behind our brand and designs. ♡

10. Customer Content

If you provide photographs, text, names or other information to us for the purpose of personalising your order, you confirm that you have the right to provide that content.

You are responsible for ensuring that the information or content you provide does not infringe another person's rights or violate applicable laws.

11. Third-Party Services

Our website may use third-party services to support payments, delivery, website functionality, analytics and other business operations.

These services may have their own terms and privacy policies, which may apply when you use them.

We are not responsible for the independent policies or practices of third-party services.

12. Website Availability

We aim to keep our website available and functioning properly, but we cannot guarantee that the website will always be available, uninterrupted, or completely free from errors.

We may temporarily suspend or modify parts of the website for maintenance, updates, security reasons, or other operational purposes.

13. Limitation of Liability

To the extent permitted by applicable law, Hearth Pets will not be responsible for indirect or consequential losses arising from the use of our website or products.

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability that cannot legally be excluded or limited under applicable consumer protection law.

14. Events Outside Our Reasonable Control

We are not responsible for delays or failures caused by circumstances beyond our reasonable control, including natural disasters, severe weather, strikes, transportation disruptions, postal delays, customs delays, technical failures, or other events that we could not reasonably prevent.

We will make reasonable efforts to communicate with you and minimise the impact of such events where possible.

15. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes to our business, products, services, or legal requirements.

When we make changes, we will update the "Last updated" date at the beginning of this page.

Your continued use of our website after updated Terms are published means that the updated Terms will apply to your use of the website and future orders.

16. Governing Law

These Terms of Service are governed by the laws applicable in England and Wales, unless applicable consumer protection law provides otherwise.

Nothing in these Terms affects any mandatory consumer rights you may have under applicable law.

17. Contact Us

If you have any questions about these Terms, your order, or anything else at Hearth Pets, please contact us through the contact details provided on our website.

Hearth Pets

Made with care for the little ones who make a house feel like home. ♡