|Terms & Conditions
The terms, Icy Paws or Icy Paws pet supplies or us or we refer to the owners of the company and website. The term you refers to the user or viewer of our website.
The content of the pages of this website is for your general information and use only. It is subject to change without notice.
Neither we or any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
This website contains material which is owned or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, graphics and images. Reproduction is strictly prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
Unauthorised use of this website may give to a claim for damages and / or be a criminal offence.
From time to time, this website may include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.
Every care has been taken to ensure that the product descriptions and specifications are correct. Variation in colour and materials used may occur to ensure speedy completion of order.
Errors & Omissions
Icy Paws cannot be held responsible for any errors or omissions within the website.
Ordering & Payment Information
Ordering your items is simple. Just browse our website and add items to your shopping basket. Once you have finished shopping, proceed to the checkout.
You can order online using your PayPal account, by debit or credit card, by bank transfer or by post with a postal order or cheque.
We accept the following payment methods.
If paying via Postal Order or cheque please print out your Order during the checkout process, and send it with your payment to the address shown on the Contact Us page.
Please also note that payments must be cleared in full before orders are despatched.
Customers have the right to cancel their order within 7 days. If your order has not been dispatched we will be happy to cancel it for you. If your order has been dispatched, once we receive your returned goods in accordance with our returns policy, we will be happy to refund you, excluding Postage & Handling charges in full within 7 working days to the original method of payment. (Please allow up to 20 days for us to process the transaction). This cancellations policy complies with Section 9 to 14 of the Distance Selling Regulations 2000.
We constantly strive to offer the best product most suitable to your requirements and to describe and show the items as accurately as possible, but we cannot guarantee the exact measurements or colours shown. However if the item you purchased is not suitable we will be happy to give a full refund on the item, or an exchange, provided - it’s returned in a saleable condition, with any labels, tags and a proof of purchase within 15 working days of receipt of the item. Any item which is deemed to be in an un-saleable condition and has clearly been used will not be refunded or exchanged unless it can be clearly seen to be a fault in the product. We will issue a refund to the original method of payment Cheques/Cash/Credit/Debit Card/paypal for the cost of the item only. No refund of Post and Handling will be made unless the returned goods are proven to be faulty. Please allow up to 20 working days for the credit to appear on your statement. Any exchanged goods must have the return post and handling fee included in the exchange price. We regret exchanged goods cannot be sent out without return payment. We suggest you use a recorded delivery service as we cannot be held responsible for lost or unreturned items.
Non Returnable Items
Special, or items made to customers specifications, or alterations made to customer specifications once made cannot be returned for an exchange or refund. These items will be different from our normal range and therefore are not saleable. We will make every effort to ensure you have the necessary information to minimize the risk of errors being made.
A customer is obliged to look over any goods immediately after delivery has been accepted. If any discrepancies in quantities or any defects are found then please call 07714272011 in the first instance and speak to us, alternatively e-mail us with details at firstname.lastname@example.org. We will try to resolve the matter as quickly and sympathetically as possible. Lines open from 9am to 6pm Monday to Friday.
Icy Paws is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
Icy Paws may change this policy from time to time by updating this page. You should check this page at times to ensure you are happy with any changes.
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law. We may use your personal information to send you promotional information about Icy Paws or third parties whom we think you may find interesting.
You may request details of personal information, which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you, please write to us.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.
What we collect
We may collect the information:
Contact Information including email address
Demographic information including post code
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
We do not store any credit or debit card details.
Our credit and debit card transactions are controlled and hosted by PayPal, a global online credit card and payment gateway, and Merchant Services. PayPal have their own security policies. For full details, please visit www.paypal.com.
Should you have any questions or comments about these terms and conditions, privacy or security, please email us.
Orders are normally processed and dispatched within 48 hours of receipt of your order and payment. If we are temporarily out of stock of a particular item, we will try to advise you of the delay. If your item is not in stock, it will be placed on back order for you; there is usually a 2-3 week wait for backordered items.
There are some items on the site that we do not hold in stock. The delivery times on these items will be shown in the item descriptions, and for orders of these items, you may not be emailed regarding the delay.
If you are ordering custom made items, please allow up to 28 days for delivery of these items.
We offer a choice of delivery methods:
If you choose Courier Delivery, items are sent using a courier service. All orders will require a signature on delivery. We aim that all orders will be delivered within 3-5 working day after dispatch.
If you choose Royal Mail Delivery, items are sent via standard 1st Class Royal Mail. Please note this service does not require a signature of delivery, but the parcels are not trackable.
Some items on the website are shipped directly from the supplier. We try to ensure the same levels of service and delivery times on these items.
Orders are dispatched Monday through to Friday.
Our delivery charges are based on our courier rates and Royal Mail postage rates, which we have aimed to keep competitive and as reasonable as possible.
PLEASE LET US KNOW IF YOU ARE RETURNING AN ITEM PRIOR TO SENDING IT BACK.
On returning your item for exchange, please enclose a note with your details and new requirement and payment of £4.50 for return delivery. Alternatively, you can enclose a SAE but please ensure sufficient postage has been paid for. Replacement items or refunds will not be sent until the original items have been received by us. Return shipping will be at the cost of the purchaser. We would strongly advise that you use a registered post as we cannot take responsibility for returned items lost in transit.
We want you to be completely satisfied with your purchase from us.
If items are received damaged, please let us know as soon as possible, and contact us via email before returning them to us. Please keep the packaging as this may be needed in order to claim from the postal service. We will refund in full any goods that are received damaged, providing you keep the item and all of the packaging the item was sent in for us to review. We will also refund any return costs incurred as the result of receiving an item damaged in transit.
47 Springfield Road