THERMO POOCH LTD
Thank you for paying our website a visit. Please see our Terms below when engaging with us online at www.thermopooch.com

Thermo Pooch Ltd is a company registered in England and Wales under number 16549198 whose registered office is Woodbine Villa, Dacre Banks, Harrogate, HG3 4ED.

In accessing our website, online platform, social media and any other channels of communication that we may engage from time to time in purchasing our products and/ or services, these terms within will apply.

Please be sure to read these Terms carefully before engaging in our website/ services or channels. We would recommend you print a copy of these Terms for future reference.
Should you not agree with these Terms, you should not engage in our website/ services or channels.

General
1.1 These Terms were last updated on 15^th November 2025.

1.2 Thermo Pooch Ltd reserves the right to amend or change these Terms at any time without notice to you. By using our website, services and channels after any changes may have occurred, you have agreed to these changes.

1.3 We may suspend, restrict or terminate your account and your access to our website, services or channels without notice if we believe any of the Terms herein have been breached.

Terms and conditions of sale
2.1 These Terms and Conditions of Sale apply only to purchases made by individual consumers for personal use. They do not apply to business-to-business (B2B) transactions or purchases made for commercial, resale, or business purposes.

Placing orders
Any goods made available on our website are sold strictly for your own private and domestic use. By ordering you confirm that you are acting as a consumer and not as a trader, reseller, wholesaler or distributor.

In placing an order, you are making an offer to us to buy the product(s) specified in your order. You will receive order confirmation by email [if provided] once your order has been placed, but this is not an acceptance of your order.

Acceptance of your order and completion of the contract will take place once we have despatched to you the products ordered.

You will be charged for your order at any point between confirmation of your order and despatch. The exact timing of this may vary.

We reserve the right at our discretion, to reject your order for any reason including: –

• a pricing or product description error
• products are unavailable or out of stock
• failure to obtain payment authorisation
• if your order is identified as suspicious or unusual (for example, purchase for resale) or is fraudulent
• Where payment has been taken, we will refund you for any rejected orders

Pricing, payment and delivery
We reserve the right to change our prices at any time. Prices may vary depending on the country where you are located.

The price of products includes VAT but excludes delivery costs which are shown to you as part of the order process and before you complete your purchase.

All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

If the credit card you use to pay is denominated in an alternative currency other than British Pounds Sterling (GBP), you acknowledge that you may be charged additional administrative and/or currency conversion fees by the applicable bank or service provider, for which you will be responsible.

Products that are shipped to countries outside of the UK may be subject to taxes, brokerage fees, customs duties and import fees levied by the destination country, for which you will be responsible.

We endeavour to meet our delivery times but delays maybe experienced beyond our control, for example postal/carrier delays or bad weather.

Cancellations, refunds and returns
If you have placed an order but then wish to change or cancel it, you must contact us as soon as possible at enquiries@thermopooch.com Whilst we will do our utmost to assist, it may not be possible for changes to be made as the order may have been processed. In such cases, you may have to wait until you receive the order and then follow the normal returns procedures.

Except for faulty goods, products are returned at your own cost and we are not responsible for packages lost in transit without proof of tracking.

If you are based in the United Kingdom or the European Union, you have the right to change your mind within 14 days of receipt of your products and request a refund.            

To exercise this right, you must inform us no later than 14 days from receipt of your product and if so done, we will refund the standard delivery costs and will not be liable for any premium or express delivery options chosen by you. We will not refund any delivery charges if you only cancel or return part of your order, and any returns made after 14 days may only be accepted at our sole discretion, unless the products are faulty.

If you are outside of the United Kingdom or the European Union, the right to change your mind does not apply and returns for refunds will be at our sole discretion, unless the products are faulty.

You may exchange your goods or obtain a full refund if the goods in your order are damaged or faulty upon receipt, or if the goods you have received are not the goods you originally ordered. In this case, we will refund your returns costs.

Products must be returned in accordance with our instructions, unused, in its original condition and include all, tags, parts and accessories that were included within the original packaging. We cannot accept any items for return that are not in their original condition or in original packaging.

We are unable to accept any returns of bespoke or personalised items, as they have been made to your requirements and cannot be resold. Please pay close attention when measuring your dog and use our website sizing guide, which you’ll find on each appropriate product. If you need assistance in any regard, please make contact at enquiries@thermopooch.com  

We will not be responsible for any issues with products arising from improper or unreasonable use or maintenance, accidents, or unauthorised tampering, alteration or modification.

Where you are making a return, you will need to send the products back to us within 14 days after the day on which you cancelled your order.

If a return is accepted, we will refund you upon receipt of the returned item. Refunds can take up to 10 days to process and will be made to the payment method originally used.

If a product is returned as it was faulty, we will refund standard delivery costs. If you choose to keep certain items and only partially cancel your order, the delivery cost will not be refunded.

Nothing under these Terms affects your statutory rights.

Promotional offers and discounts
We may from time to time offer promotions or discounts which will be subject to additional terms and conditions to be read in conjunction with these Terms.

Unless otherwise expressly stated in the terms and conditions for a particular promotion, promotions cannot be combined and cannot be used in conjunction with any other offer/discount.

Website terms of use

License
Subject to your compliance with these Terms and for so long as you are permitted by us to access our website, services and channels, we grant you a limited, non-transferable, non-sublicensable, non-exclusive, revocable licence to access to the same, the use of which by you is for your own personal and not for commercial purposes.

Except as expressly permitted by these Terms, you will not copy, reproduce, modify, redistribute, sell, transfer, create derivative works from, decompile, reverse engineer, or disassemble our website, services or channels or any content or materials within, nor will you take any measures to interfere with or damage our website, services or channels.

Intellectual property
You acknowledge and agree that all content, copyright, trademarks and all other intellectual property rights pertaining to our products, website, services or channels remain ours. You are permitted to use this material only as expressly authorised by us in accordance with these Terms.

Availability
We cannot guarantee that you will have uninterrupted access to our website, services or channels always. We will make all efforts to avoid this, but access may be disrupted from time to time due to necessary maintenance, technical issues, network and system overloads or events outside of our control.

Accuracy
We try to be as accurate as possible on our website, services and channels to include, but not limited to product pricing, availability, size, colour, type, quantity of stock available and any descriptions. However, it is possible that errors or inaccuracies may occur, and we therefore reserve the right to correct any errors, inaccuracies or omissions and to change and update information at any time without prior notice.

Prohibitions
In addition to other prohibitions as set forth in these Terms, you are prohibited from using the products, Services or Site: –

• for any unlawful purpose
• to solicit others to perform or participate in any unlawful acts
• to violate any international rules, laws, or local ordinances
• to infringe upon or violate our intellectual property rights or the intellectual property rights of others
• to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability
• to submit false or misleading information
• to upload or transmit viruses or any other type of malicious code that will or may be used in any way to affect the functionality or operation of the Service or of any related website, other websites, or the Internet
• to collect or track the personal information of others
• to spam, phish, pretext, spider, crawl, or scrape
• for any obscene or immoral purpose
• to interfere with or circumvent the security features of the Site, Services or any related website, other websites, or the Internet.

External links
We may provide links to other websites from time to time. These links are provided for your convenience. We do not endorse or take responsibility for the content of those websites and are not responsible for the availability of those websites and will not be liable in any way for any loss or damage which you may suffer by using those websites. If you decide to access linked websites, you do so at your own risk.

User content and social media
Any content or materials that you provide or make available through our website, services or channels (“User Content”) is your sole responsibility. You represent that all User Content submitted is accurate, complete, up-to-date, and in compliance with these Terms and with all applicable laws, rules and regulations.

You grant us a perpetual, irrevocable, non-exclusive, sublicensable, transferable, royalty-free licence to use, copy, transmit, distribute and display, edit, modify, and make derivative works from the User Content for any purpose whatsoever, commercial or otherwise, through all media, without compensation to you. You waive any moral rights

(or equivalent rights) or rights of privacy or publicity in your User Content. You represent that you own (or have all rights necessary to grant us the rights to use) all User Content, and that we will not need to obtain licenses from any third party or pay royalties to any third party to use such User Content.

If you make suggestions to us about improving or adding new features or products or you otherwise provide feedback, reviews or testimonials, to the extent any licence is required, you grant us a worldwide, perpetual, irrevocable, non-exclusive, sublicensable, transferable, royalty-free licence to copy, modify, create derivative works based upon and otherwise use your suggestions, feedback, reviews and testimonials for any purpose without any notice, compensation or other obligation to you.

We have no obligation to monitor, review, filter, moderate or remove any User Content from our website, services or channels. Nevertheless, we reserve the right to take any such actions in our sole discretion.

Liabilities and indemnities
To the fullest extent permitted by law, except as provided in these Terms we exclude all conditions, warranties, representations or other terms, which may apply to the website, services and channels, as well as products whether express or implied. This does not affect your statutory rights as a consumer.

We will not be liable to you for any lack of performance, or the unavailability or failure of our website, services or channels, or for any failure by us to comply with these Terms, where such lack, unavailability or failure arises from any cause reasonably beyond our control.

We will not be liable for any damage that may be caused to any device on which you access or use our website, services or channels in any way, unless that damage is directly caused by our failure to exercise reasonable skill and care in the provision of services.

We will not be liable, in contract, tort (including, without limitation, negligence), or other representations or otherwise out of or in connection with these Terms for: –

• any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings)
• any loss of goodwill or reputation
• any special or indirect losses, suffered or incurred arising out of or in connection with the provisions of any matter under these Terms.

Nothing in these Terms limits or excludes our liability for: –

• death or personal injury by our negligence
• fraudulent misrepresentation
• any other liability that cannot be excluded by law

Subject to the above, any liability we do have for losses you suffer is strictly limited to the purchase price and the losses that were foreseeable. Loss or damage is only foreseeable where they could be contemplated by you and us at the time of you agreeing to these Terms.

To the fullest extent permitted by law, you agree to indemnify and hold us harmless from and against all damages, losses, and expenses of any kind (including reasonable legal fees and costs) arising out of: –

• your breach of these Terms
• any allegation that any materials that you submit to us or post on our Services infringe or otherwise violate the intellectual property rights of a third party
• your access or use of our Services.

Miscellaneous
We collect personal information about you through your use of our website, services or channels. All information we collect about you is subject to our Privacy Policy.

These Terms do not affect your legal rights. For further information about your legal rights, contact your local authority (for example, in the United Kingdom, this includes the Trading Standards Department or Citizen’s Advice Bureau).

If any part of these Terms is deemed to be unenforceable, the enforceability of any other part of these Terms will not be affected.

You may not assign, sub-licence or otherwise transfer your rights or obligations under these Terms to anyone else. You agree that we may assign or transfer any of our rights or obligations under these Terms without notice to you.

If we delay exercising or fail to exercise or enforce any right available to us under these Terms, such delay or failure does not constitute a waiver of that right or any other rights under these Terms.

These Terms will be governed by and interpreted in accordance with English law. The courts of England and Wales shall have non-exclusive jurisdiction to resolve any claims, disputes or disagreements relating to these Terms.

How to contact us
If you have any feedback, questions or complaints or any other requests, please in the first instance contact us at enquiries@thermopooch.com to which we will respond in reasonable time.