Terms of service

Terms of Service

Last updated: 8 October 2026

Welcome to Ponies & Pups. These Terms of Service (“Terms”) govern your use of our website, www.poniesandpups.co.uk (the “Site”), and the purchase of our handcrafted pet accessories and equestrian gear (the “Products”).

By accessing our Site or purchasing Products, you agree to be bound by these Terms. These Terms are designed to comply with UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Introduction

By using our Site and/or placing an order, you agree to these Terms. We may update these Terms from time to time, and the version in place at the time of your order will apply.

2. Information About Us

Ponies & Pups is a trading name of Ponies and Pups Limited, a company registered in England and Wales.

  • Company number: 17215191
  • Registered office and trading address: Unit 1, Euro Business Park, Estate Road, Newhaven, East Sussex, BN9 0DQ
  • Contact email: info@poniesandpups.co.uk

3. Pricing and Payment

  • Prices: All prices are in pounds sterling (GBP). Ponies and Pups Limited is not VAT registered, so no VAT is charged on our prices. Shipping costs, where they apply, are shown at checkout before you pay.
  • Other currencies: If prices are shown to you in another currency, this is converted for your convenience. Your bank or card provider may apply its own exchange rate or fees.
  • Accuracy: We try to ensure all prices and descriptions are accurate. If we discover an error in the price of an item you’ve ordered, we will inform you as soon as possible and give you the option of reconfirming at the correct price or cancelling.
  • Payment: We accept payment through our secure checkout (Shopify Payments). Gear will only be handcrafted and dispatched once payment is received in full.

4. Our Products & Handcrafted Nature

  • Quality & Description: Under the Consumer Rights Act 2015, we have a legal duty to supply products that are of satisfactory quality, fit for purpose, and as described.
  • Unique Items: Because our gear is handcrafted, slight variations in colour or finish may occur. These are not considered faults but are part of the unique, bespoke nature of the products.

5. Custom and Bespoke Orders

Many of our products are made to your specific requirements (size, colour, hardware).

  • Consumer Contracts Regulations: For these bespoke items, the standard 14-day “cooling off” period for cancellations does not apply. Once production has started, these orders cannot be cancelled or returned unless they are faulty.

6. Delivery

We currently deliver to the United Kingdom, the Isle of Man, Switzerland, Norway, Iceland, Liechtenstein, Australia and New Zealand. Our delivery areas, costs and timelines are detailed in our Shipping Policy. Risk of loss or damage passes to you once the products are delivered to the address you provided.

International orders: Any import taxes, duties or handling fees charged by your country are your responsibility and are not included in our prices. Please see our Shipping Policy for details.

7. Cancellations and Returns

  • Standard Items: For non-custom items, you have the right to cancel within 14 days of receiving your order.
  • Faulty Goods: If your gear arrives faulty or develops a fault within a reasonable timeframe, you are entitled to a repair, replacement, or refund in accordance with your statutory rights.
  • Please refer to our full Returns & Refunds Policy for detailed instructions.

8. Product Safety & Suitability

8.1. It is the owner’s responsibility to choose the right product and size for their horse or dog, and to use it as intended. Please follow any sizing, fitting, care and safety guidance we provide.

8.2. No headcollar, halter, lead, collar or other tack or accessory is indestructible. All gear should be checked before every use for wear, damage or deterioration, and replaced if it is no longer safe.

8.3. Products should be used under appropriate supervision. Headcollars and halters should not be left on unattended animals unless they are designed for it, and dog products should be kept out of reach of dogs that may chew them.

8.4. We are not liable for injury, loss or damage caused by misuse of our Products, by incorrect fitting, or by continuing to use gear that is worn or damaged.

8.5. Nothing in this section limits our responsibility for goods that are faulty, unsafe, not as described, or otherwise fail to meet our obligations under consumer law.

9. Limitation of Liability

  • We do not exclude or limit our liability for death or personal injury caused by our negligence, or for fraudulent misrepresentation.
  • We are not responsible for losses that were not foreseeable to both you and us when the contract was formed, or for business losses (as we supply for domestic and private use only).
  • Nothing in these Terms affects your statutory rights as a consumer.

10. Intellectual Property

All content on this website, including designs, photos, videos and text, belongs to Ponies and Pups Limited. You may not copy, reproduce, sell, resell or otherwise use any part of it, for commercial purposes or otherwise, without our express written permission.

11. Data Protection

Your personal data will be processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please refer to our Privacy Policy for further details.

12. Complaints

We hope you love your gear, but if something isn’t right, please tell us so we can put it right.

  • Email info@poniesandpups.co.uk with your order number and details of the problem (photos help).
  • We’ll acknowledge your complaint within 3 working days and aim to resolve it within 14 days.
  • If we can’t resolve it between us, UK customers can get free, independent advice from Citizens Advice (citizensadvice.org.uk). This doesn’t affect your legal rights.

13. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales (or the courts of Scotland or Northern Ireland if you live there). If you live outside the UK, you may also benefit from any mandatory consumer protections in the country where you live.

Questions?
If you have any questions about these Terms, please email us at info@poniesandpups.co.uk.