The Pawsome DeliTerms & Conditions
The boring bit!
Here are our Terms and Conditions. Yes, it’s the boring bit, and we know that you usually skip past it, but it’s important that you read and understand the terms.
Last updated: 4th September 2026
1. About Pawsome Deli
Pawsome Deli is operated by Pawsome Deli Ltd, company number 17432380, registered in England & Wales.
Our contact details are:
- Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
- Customer-service email: hello@pawsomedeli.co.uk
- Telephone: 01733 511002
In these terms, “Pawsome Deli”, “we”, “us” and “our” mean Pawsome Deli Ltd.
These terms cover use of our website at pawsomedeli.co.uk and our Pawsome Deli mobile app, together with consumer purchases made through either platform.
Please read these terms before ordering and retain a copy. Nothing in these terms excludes or limits your statutory consumer rights.
2. Our Products
We sell dog treats, pet food, chews and other pet supplies. Much of our range consists of food products, including perishable goods.
Each product listing provides the relevant description, price, quantity and suitability information. Please check ingredients, feeding guidance and any age or size restrictions before purchasing.
Natural products can vary in appearance, shape, colour, texture and size. Photographs are illustrative, but products must still match their description and any stated weight or quantity.
We will not substitute an ordered product without your agreement.
3. Feeding, Handling & Storage
Please select products suitable for your dog’s age, size and chewing habits, and follow the feeding, supervision and storage instructions supplied with each product.
Treats and chews should form part of an appropriate diet and are not a substitute for complete food unless expressly described as complete. Products sold as pet food are not intended for human consumption.
Observe the storage instructions and any best-before or use-by information on the packaging, including instructions that apply after opening.
Our general product information does not replace individual veterinary advice.
These requirements do not limit our obligation to supply safe goods that meet their description and your statutory rights.
4. Placing an order through our website or app
Before submitting an order, please check your products, quantities, delivery address and contact details.
Submitting an order is an offer to buy the selected products. An automated acknowledgement confirms that we have received your order; it does not by itself mean that we have accepted it.
We accept your order when we send an email confirming dispatch. The contract is formed at that point for the products identified in that email.
If we cannot accept your order, we will tell you and promptly refund any payment taken for the affected products.
Please contact us as soon as possible if you need to change an order. Changes may not be possible once preparation or dispatch has begun. This does not affect any statutory cancellation rights.
5. Prices & Payment
Prices are shown in pounds sterling (£) and include VAT where applicable. Delivery charges and any additional charges are displayed before you place your order.
Available payment methods are shown at checkout. Payments are processed through the payment providers offered there.
If we discover a pricing error before accepting your order, we will contact you to offer the choice of proceeding at the correct price or cancelling for a full refund. We will not charge an increased price without your agreement.
Reordering a previous purchase creates a new order at the prices and delivery charges shown at the new checkout. It will also be subject to current availability of the item(s).
6. Delivery
Delivery areas, charges and estimated times are set out on our Delivery & Returns page and at checkout.
We will deliver within the agreed period. If no period has been agreed, we will deliver without undue delay and within 30 days of accepting your order.
If delivery is delayed, we will provide an update. Your statutory rights concerning late delivery remain unaffected, including any right to end the contract and receive a refund.
Please provide accurate delivery information and notify us promptly of errors.
We remain responsible for goods until they come into your physical possession or that of someone you nominate to receive them, other than the carrier. If you have requested items to be left in a safe place, once delivery is confirmed, we are also no longer responsible for the goods.
Please contact us if your order is missing or arrives damaged. Where goods require particular storage conditions, follow the supplied instructions promptly after receipt.
7. Cancelling an order
For products to which the statutory cancellation right applies, you may cancel without giving a reason from the time you place your order until 14 days after the day you receive the goods.
If goods from one order are delivered separately, the cancellation period normally ends 14 days after you receive the last item.
The exceptions for certain products, including qualifying perishable goods, are explained in section 8.
To cancel, email hello@pawsomedeli.co.uk or write to our address, clearly stating that you wish to cancel. Include your name and order number where available.
If your return has been accepted, we will provide details on how to return your order.
You must send the goods back to us within 14 days of notifying us of cancellation.
You’ll normally be responsible for the direct return costs when changing your mind, unless we agree otherwise. This does not apply to faulty or incorrectly supplied goods.
Please package returns securely and retain proof of posting. You may inspect goods as you would in a shop. We may deduct an amount for any loss in value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
8. Perishable food, treats and cancellation exceptions
Most of our range consists of dog treats and pet food, including perishable products. Return rights depend on the nature of the particular goods.
Goods that deteriorate or expire rapidly
The statutory change-of-mind cancellation right does not apply to goods that are liable to deteriorate or expire rapidly.
Where this exception applies, we do not normally accept change-of-mind returns. However, you may contact us to request a goodwill return.
We consider these requests on a case-by-case basis, taking account of:
- The product and its remaining shelf life.
- Time elapsed since delivery.
- Whether packaging and seals remain intact.
- How the goods have been stored.
- The reason for the request.
Where there is no statutory entitlement to a return, any goodwill return is at our discretion. We will explain the agreed arrangements, return costs and refund amount before you send anything back.
Please contact us before returning perishable products so we can advise on appropriate handling and whether a physical return is necessary. This request does not restrict statutory rights or extend statutory return deadlines.
Other food and treats
Food and treats are not automatically excluded from cancellation rights simply because they are edible or have a best-before date.
Where goods are not liable to deteriorate or expire rapidly and no other exception applies, section 7 applies.
Sealed and personalised goods
The change-of-mind cancellation right is lost where you unseal goods after delivery and those goods are unsuitable for return for health protection or hygiene reasons. This exception applies only where the goods meet those conditions.
The statutory change-of-mind cancellation right also does not apply to goods made to your specifications or clearly personalised.
Your rights when something is wrong
None of these exceptions removes your rights if goods are faulty, damaged, unsafe or not as described. Statutory remedies are not subject to our discretion or goodwill returns policy.
9. Refunds following cancellation
If you validly cancel an entire order, we will refund the product price and the cost of our least expensive standard delivery option, unless you had free delivery. Additional amounts paid for upgraded delivery are not refundable under change-of-mind cancellation rights.
Any refund would not amount to more than what was actually paid; for example, if you had a discount offer, we would refund the discounted price.
We will refund you without undue delay and within 14 days of receiving the returned goods.
We may withhold reimbursement until we receive the goods, unless we have offered to collect them. Where we collect the goods, or no goods have been supplied, we will refund within 14 days of being informed of your cancellation.
Refunds will use the original payment method unless you expressly agree otherwise. We will not charge a refund fee.
10. Faulty, damaged, unsafe or incorrect goods
We are legally required to supply goods that are of satisfactory quality, fit for purpose and as described.
If something is wrong, contact hello@pawsomedeli.co.uk with your order details and an explanation of the problem.
Please report concerns promptly, particularly for perishable products. Where practical, retain the packaging, batch details and date markings and provide photographs to assist our investigation. These requests do not impose an additional deadline or remove your legal rights.
If you believe a product is unsafe, stop using or feeding it and contact us.
We assess complaints individually and provide the remedy required by law, which may include a refund, replacement, repair or price reduction. We cover reasonable return costs for faulty or incorrectly supplied goods.
We are not responsible for deterioration caused solely by failure to follow appropriate storage instructions after delivery. This does not affect responsibility for defects or non-conformity present when goods were supplied.
11. Using the Pawsome Deli app
We grant you a personal, non-exclusive, non-transferable permission to use the app for its intended purposes, subject to these terms and applicable app-store rules.
Purchases of physical goods through the app are made with Pawsome Deli Ltd. The ordering, delivery, cancellation and returns provisions in these terms apply equally to app and website purchases.
You are responsible for maintaining a compatible device and internet connection. Your network provider may charge for data use.
We may release updates to maintain security, correct faults or improve functionality. Some features may require a supported operating system or the latest app version. We will provide updates where required by law.
We may temporarily interrupt access for maintenance or security reasons. Where reasonably possible, we will give notice of material changes or discontinuation. These changes will not remove rights relating to existing orders.
You may stop using and uninstall the app at any time. Uninstalling does not cancel an order or delete your customer account.
Any applicable app-store terms govern your relationship with the app-store provider. They do not replace your consumer rights against us.
12. Customer accounts and notifications
Keep account information accurate and login details secure. Contact us promptly if you suspect unauthorised access.
Where available, your account may allow you to view orders and manage information across our website and app.
You can request account closure by contacting hello@pawsomedeli.co.uk. Account closure does not itself cancel outstanding orders or remove existing rights and obligations. Our Privacy Policy explains any information we must retain.
Where app notifications are available, you can manage permissions through your device settings and any preferences offered in the app. Marketing preferences are separate from acceptance of these terms.
Disabling notifications does not cancel orders. Please ensure your email address remains current so we can send important order communications.
13. Offers and discount codes
Offers are subject to the conditions stated when advertised, including expiry dates, minimum spends and exclusions.
Discount codes must be entered before checkout is completed. Any restriction on combining offers will be stated in the offer conditions.
Changes to an offer will not affect orders already accepted.
14. Acceptable use and intellectual property
You must not misuse our website or app, attempt unauthorised access, introduce malicious software or interfere with their operation.
Our branding, content and software belong to Pawsome Deli Ltd or its licensors. You may save or print information for personal use, including these terms and your order information. Other reuse requires permission unless permitted by law.
We may restrict access where reasonably necessary to address fraud, security risks or a serious breach of these terms. Where appropriate, we will explain the reason and provide a way to contact us. Restrictions will not remove your rights concerning existing purchases.
15. Our responsibility to you
We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill.
We do not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of your statutory consumer rights.
Products sold under these terms are supplied for domestic and private use. We do not accept liability for business losses arising from commercial use.
16. Personal Information
Our Privacy Policy explains how we collect and use personal information through our website, app, accounts, orders and customer-service channels.
It also explains your privacy rights, retention of information and how to contact us about your data.
17. Complaints
Please send complaints to hello@pawsomedeli.co.uk or our address including your order details, the issue and the outcome you are seeking.
We will investigate and respond as promptly as reasonably possible.
18. Applicable law
These terms are governed by the laws of England & Wales.
You retain the protection of any mandatory consumer laws applicable where you live.
19. Changes to these terms
We may update these terms from time to time at our discretion. You should check the Terms and Conditions before placing your order.