These terms do not supersede your statutory rights under the Sale of Goods Act, but are designed to clarify the principles and procedures of how we operate.
Placing an order signifies that you agree to our terms and conditions of sale.
Mutts & Hounds reserves the right at any time to modify, alter, amend or update these terms and conditions, and you agree to be bound by such modifications, alterations, amendments or updates.
1.1 Mutts & Hounds reserves the right to alter prices at any time, without prior notice.
Orders & Payment
2.1 Mutts & Hounds use Paypal, a well known and secure online payment method allowing the customer to pay with their Paypal account or a debit or credit card (without registering for a Paypal account). Once payment has been authorized, Mutts & Hounds will send you an email confirming your order.
2.2 In the event the customer can not pay via Paypal, Mutts & Hounds can also accept Cheques & Bank Transfers as payment methods from UK customers, please get in touch to find out more.
2.2a If you choose to pay via Clearpay, please see our Clearpay FAQs below.
2.3 You will be notified within 2 working days, if any goods ordered are out of stock.
2.4 All orders are subject to acceptance and to availability of the goods ordered. Mutts & Hounds is entitled to refuse any order placed by you for any reason.
Postage & Packaging
3.1 All orders will be dispatched using Royal Mail or Mutts & Hounds chosen courier service (larger items only), usually within 1-3 working days. Please note that goods will not be dispatched on weekends, bank holidays or any other public holiday.
3.2 If the items are not in stock, we will email you with an estimated delivery date when you place the order.
3.3 Any time or date stated for delivery is an estimate only. Mutts & Hounds make every effort to dispatch goods on time, but do not accept liability for failure to deliver within the stated time.
3.4 Some parcels will require a signature on arrival therefore when ordering you must state a delivery address where someone will be present. In the event that no one is available to sign for the goods and a signature is required, the carrier will leave notification of their delivery attempt with the necessary redelivery information.
Postage & Packaging charges
3.5 Standard delivery is from £3.99 (depending on total order weight) for UK orders, with delivery 1-3 days from order dispatch.
3.6 Courier Delivery is available and can be selected at checkout for UK customers. Orders received after 12 pm will be dispatched the next working day, courier deliveries are Monday - Friday. Saturday delivery is also available. Please note, this service excludes personalised items. In the case of personalised items, please allow up to 5 days for delivery. If a personalised item is ordered with other products, all items will be delivered together in one order.
3.7 International delivery is calculated at the checkout for all orders received outside the UK.
Duties & Local taxes
4.1 The customer is responsible for any duties and/or taxes at the point of entry into the destination country.
4.2 Mutts & Hounds is VAT registered in the UK and all prices shown include VAT.
5.1 If for any reason you are not happy with your Mutts & Hounds purchase, simply return the goods to us in the original condition including a copy of the original dispatch note and a note stating you wish to make the return for a refund.
In the case of an exchange of item (ie. For change of size), include the returned item, a copy of the original dispatch note and a note stating which item you wish to exchange for.
5.2 All goods must be returned to us within 28 days of delivery, to receive an exchange or refund (less postage and packaging). Please note that any carriage will not be refunded. Any refunds can take up to 7 working days to be processed.
5.3 Mutts & Hounds made to measure items are non refundable unless faulty on our part, and we must be notified within 28 days of you receiving your bespoke item.
5.4 For all returns you will be required to arrange and pay for the return of the goods to us by registered post or special delivery. When returning items you are strongly recommended to obtain proof of posting. Proof of posting will assist you in tracking any shipment which is reported as lost, damaged, mislaid or otherwise undelivered.
5.5 Any goods returned incomplete i.e, parts missing etc. will not be replaced or refunded.
5.6 Please note that refunds will be made using the same method as the original payment.
5.7 Custom and personalised goods will not be eligible for refund unless the product is faulty.
6.1 If you receive goods that are faulty or not what you ordered, please contact us within 28 days of delivery, and we will help you resolve any issues as quickly as possible.
6.2 If goods are found to be faulty after 28 days but within 6 months from the date of receipt of goods, Mutts & Hounds will exchange or repair the product subject to the fault occurring from general wear and tear. In cases of product misuse or products not cared for in line with Mutts & Hounds care instructions, Mutts & Hounds will not be liable.
6.3 Under the Sale Of Goods Act Mutts & Hounds will not be held liable for any goods after 6 months from the date of receipt of goods.
Damage & Loss in transit
7.1 Mutts & Hounds does not accept liability for any delays or damages once the goods have left us and are in possession of the carriers.
7.2 Goods should be inspected on receipt of delivery, and damages to be advised in writing within 3 working days of delivery, so that we can arrange replacement goods and start following up the carriers.
7.3 If you do receive damaged goods, please retain all relevant documentation so that an insurance claim can be made against the carriers.
9.1 Each and every transaction carried out is deemed to be completed within the United Kingdom and therefore shall be governed by and interpreted in accordance with English Law. The terms of this charter (and any dispute, controversy, proceedings or claims of whatever nature in relation to them) shall be governed and interpreted in accordance with English Law and the English Courts shall have exclusive jurisdiction.
Risk & Retention of title
10.1 Under normal circumstances, goods must be paid for prior to dispatch and the risk of loss, breakage and damage and all other risks shall pass to the customer when the goods have been dispatched.
10.2 Goods shall remain the property of Mutts & Hounds until payment in full has been received and cleared. In the event of any default in payment the company reserves the right to reclaim the goods concerned. Title of the goods does not pass to the customer until payment is received in full by Mutts & Hounds.
11.1 We take all reasonable precautions to keep information supplied to us by customers strictly confidential. We do not supply our 'mailing information' to third parties but do use it to advise our clients of goods and services we feel may be of interest to them, unless expressly instructed otherwise in writing.
11.2 Information supplied to us may be stored on a computer system for our convenience, but will not be supplied to any outside agency. We prefer you to use the secure transaction services to make credit card transactions since this service is completely independent of our organisation and your credit card details are not divulged to us at any time.
12.1 All comment is copyright of Mutts & Hounds. All rights reserved. You may not reproduce, publish, transmit, distribute, display, modify, sell, or exploit in anyway, in whole or in part, any contents of the website, or any related software, catalogue, advertising or images for any purpose without the prior permission of Mutts & Hounds.
13.1 Mutts & Hounds would always advise our customers that pets should be under constant supervision whilst using or wearing any of our products. Mutts & Hounds will not be held liable for any accident or injury caused to pets as a result of misuse or unsupervised use.
13.2 Please note that products and colours on our website are a guide only. All images, descriptive matter, specifications and advertising issued by Mutts & Hounds are issued for the sole purpose of giving an approximate idea of the goods.
Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply).
The service is provided by Clearpay Finance Ltd.
Just shop on Mutts & Hounds and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).
If you’ve used Clearpay before, just log in to your Clearpay account.
Then complete your order!
Take a look at the Clearpay Shop Directory to check out our amazing partners where you can use Clearpay.
Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.
Other eligibility criteria apply. See Clearpay Terms of Service for further details.
Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.
If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
If you cannot make a payment, please contact Clearpay here.
As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £36, whichever is less.
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
Clearpay orders are delivered within our standard delivery timeframes like any order from Mutts and Hounds.
Yes, your order value including shipping must exceed £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
Yes, you may also use a gift card or promotional code with Clearpay to pay for your purchase.
Items purchased with Clearpay follow our standard return process. Please note, refunds for Clearpay purchases will be refunded from Mutts & Hounds to Clearpay. We cannot provide an exchange or cash refund. When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the Mutts & Hounds has confirmed receipt of any return goods, you will be liable to continue to make your payments to Clearpay. You can view the details by logging in to your Clearpay account.