TERMS OF SERVICE

Last updated: 13 November 2026

1. ABOUT MALLOWEN PET CO.

Welcome to Mallowen Pet Co. Throughout this website, the terms "Mallowen", "we", "us" and "our" refer to Mallowen Pet Co.

Mallowen Pet Co. is an online pet lifestyle retailer offering carefully selected products for dogs, cats and their owners. Our aim is to make everyday pet care, comfort, play and home living easier through thoughtfully selected pet essentials.

By visiting our website, browsing our products or placing an order, you agree to be bound by these Terms of Service, together with any policies referenced in them.

Please read these terms carefully before using our website or making a purchase.

2. ELIGIBILITY AND USE OF OUR WEBSITE

By using this website, you confirm that you are legally able to enter into a binding agreement under the laws applicable to you.

You agree to use our website only for lawful purposes. You must not use our website in a way that could damage its operation, interfere with other customers' access or compromise its security.

We reserve the right to restrict access to our website where there is reasonable evidence of misuse, fraudulent activity or a breach of these terms.

3. PRODUCT INFORMATION AND AVAILABILITY

We make reasonable efforts to ensure that product descriptions, photographs, dimensions, colours, specifications and prices are accurate and up to date.

Product colours and appearances may vary slightly depending on screen settings, lighting and photographic presentation.

Please review the product description, available sizes, colours, materials and other specifications carefully before placing an order.

Product availability may change without notice. If an item becomes unavailable after an order has been placed, we will contact you and explain the available options, which may include an alternative product, waiting for availability or receiving a refund.

We reserve the right to correct genuine errors in product information or pricing. If an error affects an order you have placed, we will contact you before proceeding.

4. ORDERS AND ACCEPTANCE

When you place an order through our website, you are submitting a purchase request for the products selected.

You will receive an order confirmation acknowledging that we have received your order. This confirmation does not necessarily mean that your order has been accepted for fulfilment.

We reserve the right to decline or cancel an order where there is a legitimate reason, including suspected fraud, payment issues, significant pricing errors or product unavailability.

If we cancel an order after payment has been received, we will arrange a refund of the amount paid for the affected order.

Please ensure that your delivery address, email address and other order details are correct before completing checkout.

5. PRICING AND PAYMENT

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

Applicable taxes and delivery charges will be displayed or explained before you complete your purchase.

We reserve the right to update product prices and promotional offers at any time. A price change will not alter an order that we have already accepted, except where a genuine pricing error requires us to contact you.

Payment must be successfully authorised before an order can proceed.

We use third-party payment providers to process transactions securely. Mallowen does not intentionally store full payment card details on its own systems.

6. ORDER PROCESSING AND DELIVERY

We aim to process orders as promptly as possible.

Depending on the product and destination, orders may be prepared and dispatched through our fulfilment and delivery partners. This allows us to coordinate the preparation, handling and transportation of products to customers.

Delivery estimates are provided on the relevant product page, at checkout or through our shipping information. These estimates are indicative and may vary depending on the product, destination, carrier operations, customs procedures and other circumstances outside our reasonable control.

Where an unexpected delay occurs, we will make reasonable efforts to provide relevant updates and assist with delivery enquiries.

You will receive available tracking information when your order has been dispatched and tracking is provided.

Unless another delivery period has been expressly agreed with you, we will deliver your order within the period required by applicable law.

Mallowen remains responsible for addressing customer enquiries and resolving delivery issues relating to orders placed through our website.

7. SHIPPING INFORMATION

Delivery availability, costs and estimated delivery periods may vary depending on the product and destination.

Any applicable shipping charges will be displayed before you complete your purchase.

Please ensure that someone is available to receive the delivery where required. If a delivery attempt is unsuccessful, the carrier's redelivery or collection arrangements may apply.

If your order appears delayed, has not arrived within the stated delivery period or is marked as delivered but cannot be located, please contact us at info.mallowen@gmail.com so that we can investigate.

Nothing in this section limits your statutory rights concerning delayed, missing or undelivered goods.

8. RETURNS, REFUNDS AND CANCELLATIONS

We want you to be satisfied with your purchase.

For eligible online purchases, customers generally have the right to cancel within 14 days after receiving their goods without giving a reason.

If you wish to exercise this right, contact us at info.mallowen@gmail.com within the applicable cancellation period. Once you have notified us, you generally have a further 14 days to return the goods.

Unless the goods are faulty, misdescribed or another legal exception applies, you may be responsible for the direct cost of returning goods where this has been made clear before purchase.

Returned products should be handled with reasonable care. You may inspect goods as you would in a physical shop. You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Where a valid cancellation applies, we will issue the refund within the legally required timeframe and refund the standard delivery charge where required by law.

Some products may be excluded from the right to cancel under applicable law, such as certain personalised or sealed hygiene-sensitive products where the relevant legal conditions are met. Any applicable exclusion will be explained before purchase.

Please refer to our Refund and Returns Policy for further information.

9. FAULTY, DAMAGED OR INCORRECT ITEMS

If an item arrives damaged, faulty, incomplete or different from what you ordered, please contact us at info.mallowen@gmail.com.

Where possible, include your order number and clear photographs showing the issue so we can investigate efficiently.

We will assess the issue and explain the appropriate next steps, which may include a replacement, repair or refund as required by applicable consumer law.

Your statutory rights concerning faulty, misdescribed or unsatisfactory goods are not affected by this policy.

10. PROMOTIONS AND DISCOUNTS

From time to time, Mallowen may offer promotional prices, discount codes, seasonal offers or other special campaigns.

Promotional offers are subject to the conditions displayed alongside the relevant offer.

Unless expressly stated otherwise, promotional codes cannot be combined with other offers and may be restricted to specified products, customers or periods.

We reserve the right to correct promotional errors and withdraw an offer where there is a legitimate reason, without affecting orders already accepted.

Any advertised discount or previous price will be presented in accordance with applicable pricing and consumer protection requirements.

11. THIRD-PARTY SERVICES AND FULFILMENT PARTNERS

Our website may rely on third-party services and business partners to support payment processing, order handling, fulfilment, delivery, website functionality and customer communications.

These services help us operate our online store and deliver products to customers.

While we take reasonable steps to work with suitable service providers, Mallowen remains your point of contact for purchases made through our website.

Third-party websites and services may operate under their own terms and privacy policies. We encourage you to review those policies when using their services.

Nothing in this section removes any responsibility or legal obligation that Mallowen has towards its customers.

12. WEBSITE CONTENT AND INTELLECTUAL PROPERTY

All original content published on this website, including our branding, logos, text, graphics, website design and other materials, is owned by Mallowen Pet Co. or used with appropriate permission.

You may not reproduce, distribute, modify or commercially exploit our original website content without prior written permission.

Product names, photographs and other materials belonging to their respective rights holders remain the property of those rights holders and are used only where we have appropriate rights or permission.

13. LIMITATION OF LIABILITY

Nothing in these terms excludes or limits liability where doing so would be unlawful.

This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and any consumer rights or remedies that cannot legally be excluded or restricted.

Subject to the above, we will not be responsible for losses that are not reasonably foreseeable consequences of a breach of these terms.

We do not guarantee that access to our website will always be uninterrupted or error-free, although we will take reasonable steps to maintain its availability and security.

Nothing in this section affects your rights under applicable consumer protection legislation.

14. PRIVACY AND PERSONAL INFORMATION

We collect and process personal information to operate our website, manage orders, process payments, arrange delivery, provide customer support and fulfil our legal obligations.

Your personal information will be handled in accordance with our Privacy Policy.

Please review our Privacy Policy to understand what information we collect, how it is used, how it may be shared with relevant service providers and what rights you may have.

15. CHANGES TO THESE TERMS

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

The latest version will be published on this page with its updated revision date.

Changes will not retrospectively remove rights or remedies that you have already acquired under applicable law.

We encourage customers to review this page periodically.

16. GOVERNING LAW AND JURISDICTION

These Terms of Service and any agreement relating to purchases made through the Mallowen Pet Co. website shall be governed by the laws of England and Wales, subject to any mandatory consumer protection laws that apply to customers in their country or place of residence.

If you are a consumer living in another part of the United Kingdom or another country, you may also benefit from mandatory legal protections that cannot be excluded by an agreement to use the laws of England and Wales.

Nothing in these terms prevents you from exercising any consumer rights or bringing proceedings before a court that has jurisdiction under applicable law.

17. CONTACT INFORMATION

If you have questions about these Terms of Service, an order, a product or any other matter relating to Mallowen Pet Co., please contact us:

Store: Mallowen Pet Co.
Email: info.mallowen@gmail.com
Website: Mallowen.co.uk
Business correspondence address: Mallowen Pet Co. 4th Floor Imperial House, 15 Kingsway, London, United Kingdom, WC2B 6UN

We aim to respond to customer enquiries as promptly as reasonably possible.

Thank you for choosing Mallowen Pet Co. We appreciate the opportunity to be part of your pet's everyday comfort and care.