Terms of service

Sherwood Paws Limited

Website, Retail and Trade Terms and Conditions

Last updated: 6 August 2026

These terms and conditions govern use of the Sherwood Paws website and purchases made from Sherwood Paws Limited. They contain provisions that apply to all customers, additional provisions for retail consumers and separate provisions for approved trade customers.

Please read these terms carefully before using our website, applying for a trade account or placing an order.

1. About us

The website is operated by Sherwood Paws Limited ("Sherwood Paws", "we", "us" or "our"), a company registered in England and Wales.

  • Company number: 15990113
  • VAT number: 477 3580 54
  • Registered office: Suite 2, Chancery Court, 34 West Street, Retford, Nottinghamshire, England, DN22 6ES
  • Trading and correspondence address: Unit 9, London Road Business Park, Retford, DN22 6HG
  • Email: sales@sherwoodpaws.co.uk
  • Telephone: 01623 209400

2. Definitions

In these terms:

  • Consumer means an individual acting wholly or mainly outside their trade, business, craft or profession.
  • Trade Customer means a business or individual purchasing wholly or mainly for business use or resale, including an approved Sherwood Paws trade-account holder.
  • Customer means either a Consumer or a Trade Customer, as applicable.
  • Products means goods offered for sale by Sherwood Paws.
  • Trade Portal means the restricted area of our website available to approved Trade Customers.
  • Marketplace means a third-party sales platform, including Amazon, eBay and similar platforms.

If you purchase on behalf of a business, you confirm that you have authority to bind that business to these terms.

3. Using our website

You must use our website lawfully and must not:

  • introduce viruses, malicious code or other harmful technology;
  • attempt to gain unauthorised access to the website, Trade Portal or another customer's account;
  • scrape, extract or reproduce restricted trade information without our written permission;
  • use false or misleading information; or
  • infringe our intellectual property rights or those of any third party.

We may suspend or restrict access to the website for maintenance, security, legal or operational reasons. We do not guarantee that the website will always be available or error-free.

4. Product information

We take reasonable care to ensure that product descriptions, photographs, prices and availability are accurate. Images are illustrative, and colours may vary depending on a device or screen.

Packaging, designs, colours and minor product details may change from time to time. We may correct errors or update product information before accepting an order.

Product availability is not guaranteed. We may withdraw products or limit quantities where reasonably necessary, including where stock is limited, a pricing or listing error has occurred, or we reasonably suspect fraud, unauthorised resale or misuse of an account.

Customers must follow all instructions, warnings, sizing guidance and safety information supplied with a Product. Pet toys and accessories should be selected appropriately for the animal and used under suitable supervision. No pet toy is indestructible, and damaged Products should be removed from use where they may present a risk.

5. Prices and VAT

Prices may change at any time, but changes will not affect an order we have already accepted unless both parties agree otherwise.

Prices offered to Consumers include VAT where applicable unless clearly stated otherwise. Trade prices will be identified as inclusive or exclusive of VAT on the Trade Portal, quotation or invoice, and applicable VAT will be shown before payment is due.

If a Product has been listed at an obviously incorrect price, we may reject or cancel the order and refund any amount paid. We will normally contact the Customer and offer the opportunity to place a new order at the correct price.

6. Placing and accepting orders

Placing an order is an offer to purchase Products from us. An automated acknowledgement confirms receipt of the order but does not necessarily mean that we have accepted it.

A contract is formed when we confirm that the order has been accepted or dispatch the Products, whichever happens first. For Trade Customers paying by invoice before dispatch, a contract is formed when we issue our order acceptance or pro forma invoice, unless that document states otherwise.

We may decline or cancel an order before acceptance where:

  • Products are unavailable;
  • payment has not been authorised or received;
  • delivery cannot reasonably be made to the requested address;
  • the order breaches these terms;
  • a material pricing or product-information error has occurred; or
  • we reasonably suspect fraud, misuse or unlawful activity.

If we cancel after receiving payment, we will refund the relevant amount.

7. Payment

7.1 Consumers

Consumers must pay in full when placing an order. We will not normally dispatch Products until cleared payment has been received.

7.2 Trade Customers

Trade Customers may pay when ordering or, where offered, against a pro forma invoice. Products will not be dispatched or made available for collection until payment has been received in full in cleared funds.

Offering payment by invoice before dispatch does not create a credit facility. Credit terms apply only where Sherwood Paws has expressly agreed them in writing.

Where an agreed commercial payment becomes overdue, we reserve the right to claim statutory interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998 and any replacement or amending legislation.

8. Trade accounts

Trade-account access is available only to approved businesses. We may request information reasonably required to verify an applicant's identity, business, sales channels and intended use of the Products.

Approval is discretionary and does not oblige us to accept any particular order. Trade Customers must keep their account information accurate and promptly tell us about material changes to their business, ownership, contact information or sales channels.

Trade Portal access is personal to the approved business. Login details, trade prices, restricted product data and other confidential trade information must not be shared with another business or unauthorised person. A Trade Customer must not purchase on behalf of an undisclosed reseller without our prior written approval.

The approved business is responsible for activity carried out through its account and must notify us promptly of suspected unauthorised access.

9. Minimum order and delivery charges

The minimum Trade Customer order value is £50, excluding delivery charges unless we state otherwise.

UK delivery costs £4.99 for qualifying orders below £75. UK delivery is free for qualifying orders of £75 or more. The applicable charge will be shown before the order is submitted.

Any exceptional delivery service or separately agreed arrangement will be charged at the amount disclosed and accepted before the order is finalised.

10. Delivery

Delivery dates and times are estimates unless we expressly agree a guaranteed service in writing. We are not liable merely because an estimated delivery date is missed, but this does not affect a Consumer's statutory rights.

The Customer must provide a complete and accurate delivery address and any information reasonably required for delivery. We may charge reasonable additional costs caused by an incorrect address, refused delivery or failed delivery where the Customer is responsible.

We may deliver an order in instalments where reasonably necessary. If we cannot supply a Product, we may offer a substitute only with the Customer's agreement or provide a refund for the unavailable item.

10.1 Consumer risk

For Consumers, risk in the Products passes when the Products come into the physical possession of the Consumer or a person identified by the Consumer to receive them, except where the Consumer independently appoints a carrier not offered by us.

10.2 Trade Customer risk

For Trade Customers, risk passes on delivery to the delivery address or collection by the Trade Customer or its appointed carrier, whichever occurs first.

11. Ownership and retention of title

Ownership of Products does not pass until Sherwood Paws has received payment in full for those Products.

Until ownership passes, a Trade Customer must:

  • keep the Products identifiable as goods supplied by Sherwood Paws;
  • store them appropriately and protect them from damage;
  • not remove or obscure identifying labels or batch information; and
  • allow us, where lawful and reasonably necessary, to recover unpaid Products following termination or material payment default.

A Trade Customer may resell Products in the ordinary course of its business before ownership passes, but that permission ends immediately if the Trade Customer becomes insolvent or its account is terminated for non-payment.

12. Checking deliveries and reporting problems

Customers should inspect deliveries promptly.

Trade Customers must notify us of visible transit damage, shortages or incorrect Products within 48 hours of delivery, where reasonably possible. The notification should include the order number, affected Product details and clear photographs of the Products, packaging and delivery label. Reports should be sent to sales@sherwoodpaws.co.uk.

Latent faults that could not reasonably have been identified on delivery must be reported promptly after discovery, with supporting information and photographs where appropriate.

The 48-hour reporting request helps us investigate carrier and packing issues. It does not limit a Consumer's statutory rights, nor does it exclude a valid Trade Customer claim where it would not have been reasonable to identify or report the issue within that period.

Customers must retain the affected Product and packaging while a claim is investigated unless we confirm otherwise.

13. Consumer cancellation and returns

This section applies only to Consumers.

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, a Consumer normally has the right to cancel an online order within 14 days after the day on which the Consumer, or a person nominated by the Consumer, receives the Products.

To cancel, the Consumer must send a clear statement to sales@sherwoodpaws.co.uk before the cancellation period expires. The Consumer then has 14 days to return the Products, unless we agree another arrangement.

The Consumer is responsible for the direct cost of returning cancelled Products unless they are faulty, not as described, or we agree otherwise. Products should be returned securely and, where possible, in their original packaging.

We may reduce a refund to reflect diminished value caused by handling beyond what would reasonably be permitted when examining the Product in a shop.

We will refund the price paid and the cost of our least expensive standard delivery option, where required by law. Additional delivery costs chosen by the Consumer are not refundable. Refunds will be made using the original payment method, normally within 14 days after we receive the returned Products or evidence that they have been sent back, whichever is earlier.

Cancellation rights do not apply where a statutory exception applies, including sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, or Products made to the Consumer's specifications or clearly personalised.

Nothing in this section affects statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.

14. Trade returns

Trade Customers do not have an automatic right to return correctly supplied Products because they are unwanted, slow-selling or ordered in error.

We may agree a Trade Customer return at our discretion on a case-by-case basis. Any agreement must be obtained before Products are sent back and may be subject to conditions, including that the Products are unopened, unused, complete, undamaged and in fully resaleable condition.

Unless we agree otherwise, the Trade Customer is responsible for return carriage and risk in returned Products until they are received by us. Unauthorised returns may be refused or returned to the Trade Customer at its cost.

This section does not affect rights relating to Products that are faulty, incorrectly supplied or otherwise fail to comply with the contract.

15. Faulty Products and guarantees

Customers should contact sales@sherwoodpaws.co.uk with the order number, a description of the issue and supporting photographs.

Consumer remedies for faulty or misdescribed Products are governed by applicable consumer law and are not restricted by these terms or by a manufacturer's guarantee.

For Trade Customers, after verifying a valid fault or supply error, we may repair or replace the Product, issue an appropriate credit or refund, or agree another reasonable remedy.

Eligible Red Dingo nylon and fabric collars, leads, harnesses and coats are covered by the published Red Dingo five-year guarantee. The guarantee covers manufacturing faults and defects in materials or workmanship, but not general wear and tear, accidental damage, misuse or altered Products. Eligibility and claims remain subject to the full guarantee information published on our website.

Any guarantee is additional to, and does not replace, a Consumer's statutory rights.

16. Product safety, withdrawals and recalls

Customers must follow reasonable safety, withdrawal and recall instructions issued by Sherwood Paws, a manufacturer, brand owner or competent authority.

Trade Customers must:

  • retain reasonable records sufficient to identify affected stock and, where available, relevant customers;
  • stop selling affected Products when instructed;
  • preserve batch, barcode and traceability information;
  • cooperate promptly with corrective action, customer communications, returns or disposal instructions; and
  • not alter safety warnings, instructions or required labelling.

Trade Customers must promptly notify us of any material product-safety complaint, suspected defect, regulatory contact or serious incident involving a Product.

We may publish recommended retail prices (RRPs) to assist Trade Customers. RRPs are recommendations only.

Each Trade Customer remains entirely free to determine its own resale prices independently, including whether to offer lawful discounts or promotions. Nothing in these terms requires a Trade Customer to sell or advertise at or above an RRP.

We encourage Trade Customers to consider our RRPs when positioning Products because responsible brand presentation can support long-term product value and sustainable margins throughout the supply chain. This statement is guidance only and is not a condition of supply.

18. Third-party Marketplace sales

Trade Customers may sell Products through UK Marketplaces, including Amazon UK and eBay UK, provided they comply with these terms, applicable laws and the Marketplace's rules.

Sales outside the United Kingdom are not permitted without our prior written approval. A Trade Customer wishing to export, advertise or sell Products outside the UK must contact sales@sherwoodpaws.co.uk before doing so.

We may request details of the Marketplaces and seller accounts through which Products are offered.

18.1 Genuine Products

Only genuine Products purchased directly from Sherwood Paws may be represented as supplied or authorised by Sherwood Paws.

Products must not be substituted, counterfeited, repackaged, materially modified, separated from required packaging or combined with other goods in a misleading way. Trade Customers must retain records sufficient to demonstrate the source and authenticity of Products.

18.2 Accurate listings

Marketplace listings must accurately identify the brand, Product name, size, colour, variation, specifications, barcode or identifier, materials, warnings, instructions and guarantee information, as applicable.

A Trade Customer must not omit or alter information in a way that could mislead consumers or create confusion between Products or variations.

18.3 Product claims

Listings must not contain false, exaggerated, unsupported or misleading claims. Claims about performance, durability, safety, health benefits, guarantees or warranties may be used only where they appear in official information supplied or approved by Sherwood Paws or the relevant brand owner.

A seller must not describe itself as the manufacturer, brand owner, exclusive seller, official seller or UK distributor unless expressly authorised in writing.

18.4 Images, branding and intellectual property

Trade Customers may use product images, logos and marketing materials supplied or expressly approved by Sherwood Paws solely to market genuine Products purchased from us.

Approved materials must not be materially altered, distorted, shared with another business or used in a way that misrepresents or may reasonably damage Sherwood Paws or any distributed brand.

Permission to use these materials is limited, non-exclusive, non-transferable and revocable. It does not transfer ownership of any intellectual property and ends when the Trade Customer's account or authority to sell the relevant Products ends.

Trade Customers must not register, claim ownership of, interfere with or attempt to control any trademark, brand name, logo, domain name, Marketplace brand registry, catalogue record or other intellectual property belonging to Sherwood Paws or a distributed brand.

18.5 Correcting listings

If we identify inaccurate, misleading, unsafe, infringing or unauthorised content, the Trade Customer must investigate promptly and make any necessary correction or removal within the reasonable period specified by us.

The Trade Customer must provide reasonable evidence that the correction or removal has been completed when requested.

18.6 Marketplace account action

We may investigate suspected breaches and require reasonable corrective action. For a serious or repeated breach of these Marketplace, product-safety, intellectual-property, listing-accuracy or account-security requirements, we may withdraw access to brand assets, suspend Trade Portal access or close the trade account.

Where appropriate, we will normally notify the Trade Customer of the issue and allow a reasonable opportunity to correct it. We may act immediately where reasonably necessary to protect consumers, address suspected fraud or counterfeiting, comply with law, manage a product-safety issue or prevent serious intellectual-property infringement.

Any action under this clause will relate to these non-price requirements and will not be taken merely because a Trade Customer independently chooses to sell below an RRP.

19. Intellectual property generally

All intellectual property rights in our website, Trade Portal, original content, catalogues, trade materials, graphics, databases and Sherwood Paws branding belong to us or our licensors.

Except for the limited Marketplace permission above, no right to copy, reproduce, distribute, modify, publish, commercially exploit or create derivative works from our content is granted without written permission.

Brand names, logos and product materials belonging to third parties remain the property of their respective owners.

20. Confidentiality

Trade prices, unreleased product information, restricted catalogues, portal data, commercial offers and other information identified as confidential or reasonably understood to be confidential must not be disclosed outside the approved business, except to professional advisers bound by confidentiality or where disclosure is required by law.

This does not apply to information that is lawfully public through no breach of these terms, was already lawfully known to the recipient, or is lawfully obtained from an independent third party.

21. Privacy

We process personal information in accordance with our Privacy Policy. Customers must ensure that information supplied to us is accurate and that they have a lawful basis for providing any personal information relating to another individual.

Our Privacy Policy is available through the Privacy Policy link on our website.

Our website may use or link to services operated by third parties, including payment providers, carriers and Marketplaces. Their own terms may apply. We are not responsible for third-party websites that we do not control, although this does not affect our responsibilities for services we appoint to fulfil a Consumer order.

23. Suspension and termination

We may suspend or terminate an account or access to the Trade Portal where:

  • payment is overdue;
  • information supplied is materially false or misleading;
  • the Customer commits a serious or repeated breach of these terms;
  • continued supply may create a legal, safety, fraud, sanctions or reputational risk;
  • the Customer becomes insolvent or ceases trading; or
  • termination is otherwise permitted by these terms or law.

Where appropriate, we will give notice and a reasonable opportunity to remedy a remediable breach. We may act immediately where the circumstances reasonably require it.

Termination does not affect rights and liabilities accrued before termination. Clauses intended to continue—including payment, ownership, confidentiality, intellectual property and liability provisions—will survive termination.

24. Liability to Consumers

We are responsible for loss or damage suffered by a Consumer that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

We supply Products to Consumers for private use. We are not liable to a Consumer for business losses, including loss of profit, revenue, business or opportunity, arising from a Consumer purchase.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of statutory rights that cannot lawfully be excluded.

25. Liability to Trade Customers

This section applies only to Trade Customers.

Nothing in these terms excludes or limits liability for:

  • death or personal injury caused by negligence;
  • fraud or fraudulent misrepresentation;
  • breach of terms implied by section 12 of the Sale of Goods Act 1979;
  • defective products under the Consumer Protection Act 1987; or
  • any other liability that cannot lawfully be excluded or limited.

Subject to the paragraph above, we will not be liable for any indirect or consequential loss, or for loss of profit, revenue, anticipated savings, business, contracts, goodwill or data.

Subject to the exclusions above, our total aggregate liability arising from an order will not exceed the total amount paid or payable to us for the Products giving rise to the claim.

Nothing in this section affects the Customer's obligation to take reasonable steps to mitigate its loss. Every limitation or exclusion is intended to apply only to the extent permitted by law and subject to the reasonableness requirements of the Unfair Contract Terms Act 1977 where applicable.

26. Events outside our reasonable control

We are not liable for delay or failure caused by events outside our reasonable control, including severe weather, fire, flood, epidemic, industrial dispute, transport disruption, carrier failure, interruption of utilities or communications, cyber incident, government action, import delay or supplier failure.

We will take reasonable steps to minimise the effect of the event and resume performance when reasonably possible. A Consumer's statutory rights, including any right to cancel where performance cannot be completed within a reasonable time, are unaffected.

27. Notices

Customers may contact us at sales@sherwoodpaws.co.uk or at our trading address shown in section 1.

We may contact a Customer using the email, postal address or telephone number provided with the account or order. Trade Customers must keep these details current.

28. Changes to these terms

We may update these terms to reflect changes in law, our Products, services or business practices. The version applying to an order will normally be the version made available when that order was placed.

Updated terms will apply to future orders and future use of the website after they are published. A material change will not retrospectively alter an already accepted order unless required by law or agreed by both parties.

29. General provisions

If any provision is found unlawful or unenforceable, it will be treated as modified to the minimum extent necessary or severed, and the remaining provisions will continue in effect.

A delay or failure to enforce a right does not waive that right.

Trade Customers may not assign or transfer their rights or obligations without our prior written permission. We may assign our rights and obligations as part of a genuine transfer or reorganisation of our business, provided this does not reduce a Consumer's rights.

No person other than the Customer and Sherwood Paws has a right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

These terms, together with the order, applicable product page, Privacy Policy, returns information, guarantee terms and any expressly incorporated written terms, form the agreement between the Customer and Sherwood Paws. If there is a conflict, any individually agreed written term takes priority, followed by the order acceptance, these terms and then general website information.

30. Governing law and jurisdiction

These terms and any dispute or claim arising from them are governed by the laws of England and Wales.

If the Customer is a Consumer living elsewhere in the United Kingdom, the Consumer retains the benefit of any mandatory protections of the law applicable where they live and may bring proceedings in the courts available to them under applicable law.

For Trade Customers, the courts of England and Wales will have exclusive jurisdiction.

31. Contact us

Questions, delivery reports, return requests and complaints should be sent to:

Sherwood Paws Limited
Unit 9, London Road Business Park
Retford
DN22 6HG

Email: sales@sherwoodpaws.co.uk
Telephone: 01623 209400