Terms of service

These terms apply to every order placed on theprimepaw.com. Please read them before you buy.

1. Who we are

The Prime Paws is a trading name of SUPREME PAWS LTD, a company registered in England and Wales (Company No. 17148285). Registered office: 128 City Road, London, EC1V 2NX, United Kingdom. Email: support@theprimepaw.com

2. Your order

When you place an order you will receive an order confirmation email. Our contract with you starts when we send that confirmation. If we cannot supply your order, for example because an item is out of stock, we will tell you and refund you in full.

3. Prices and payment

All prices are in pounds sterling. The price shown at checkout is the total you pay, including delivery. Payment is taken by debit or credit card through Stripe when you place your order. If we make an obvious pricing mistake, we will contact you before dispatch and you may cancel for a full refund.

4. Delivery

We deliver to addresses in the United Kingdom only. Delivery is free. Orders usually arrive within 7 to 12 working days. This is an estimate, not a guarantee. If your order has not arrived within 15 working days, contact us and we will send a replacement or refund you. The items become yours, and your responsibility, once delivered.

5. Cancelling and returns

You have the right to cancel within 14 days of receiving your order, without giving a reason. Our Refund and Returns Policy explains how to cancel, who pays return postage and when you get your money back.

6. Faulty items

We must supply goods that are of satisfactory quality, fit for purpose and as described. If something is faulty, damaged or wrong, see our Refund and Returns Policy. Nothing in these terms affects your legal rights under the Consumer Rights Act 2015.

7. Safe use of our toys

Our products are pet toys, not children's toys. Supervise your cat during play, check toys regularly and remove any toy that is damaged or has loose parts. If a toy is rechargeable, charge it only with a suitable USB charger and do not leave it charging unattended.

8. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable, or for business losses. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights as a consumer.

9. Events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as postal disruption or extreme weather. If this happens we will tell you, and if the delay is long you may cancel for a full refund.

10. Other terms

We may update these terms from time to time. The version on this page when you place your order is the one that applies to it. These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or in Scotland or Northern Ireland if you live there.

11. Contact us

Email support@theprimepaw.com. We reply within 1 working day.

Last updated: 26 October 2026