Terms of service

Last updated: 17 October 2026

These terms explain how buying from Wag & Wash works and what your rights are. Please read them before you order. They don't affect your legal rights as a consumer.

1. Who we are and how to contact us

Wag & Wash is a trading name of Mansi Vipulbhai Shiroya, a sole trader based in the UK. In these terms, "we", "us" and "our" mean Wag & Wash, and "you" means the person buying from us.

Address: 37 Carmel Court, London HA9 9JF, United Kingdom
Email: mansishiroya07@gmail.com
Phone: +44 7733 268374
Contact form: send us a message

We reply within one working day, Monday to Friday.

2. Using our website

You can browse our website for your own personal use. Please don't misuse it, for example by trying to hack it, copy it in bulk or upload anything harmful. We try to keep the website running and accurate, but we may update, change or pause it at any time. If we link to other websites, we aren't responsible for their content.

3. Our products

We sell grooming, walking and travel, and feeding accessories for dogs. Product photos show the item, but colours and finishes may look slightly different on your screen.
Please check the size, weight limit and measurements on the product page against your dog before you order. If you're not sure, ask us using the contact form.
Follow any instructions and weight limits, supervise your dog when they first use a new product, and stop using an item if it is damaged or worn. When travelling, keep your dog suitably restrained, as the Highway Code advises.
Our products are accessories. They are not medical or veterinary products. If you have concerns about your dog's health, please speak to your vet.

4. Prices and payment

Prices are in pounds sterling (GBP) and include any VAT that applies.
Delivery charges are shown at checkout before you pay.
Payment is taken when you place your order. Payments are handled securely through Shopify's checkout. We don't see or store your full card details.

5. How your order and our contract are formed

Placing an order

Choose a product and any options, such as size, and add it to your cart.
Go to your cart, check your items and quantities, then go to checkout.
Enter your contact and delivery details and choose your payment method.
Review your order, then press the button to pay.

Correcting mistakes

You can change quantities or remove items in your cart, and go back and edit your details at checkout, at any time before you press the button to pay. If you spot a mistake after ordering, email us at mansishiroya07@gmail.com as soon as possible and we'll do our best to help.

Confirmation and the contract

After you order, we'll email you an order confirmation. Our contract with you starts when we send that email. The contract and these terms are in English. Your confirmation email gives the details of your order. We keep a record of your order, and you can ask us for a copy by email. We don't keep a separate copy of these terms for each order, so please save or print them for your records.

If we can't accept your order

Sometimes an item may be out of stock, or we may have made an obvious mistake with a price or description. If this happens, we'll contact you, cancel the order (or the affected item) and refund you in full.

6. Delivery

Full details are in our shipping policy. In short:

We deliver to UK mainland addresses, Northern Ireland, the Scottish Highlands and Islands. We don't deliver outside the UK at the moment.
Orders are packed and sent by our UK fulfilment partner, using Royal Mail or Evri.
Standard delivery takes 3 to 6 working days from your order. Items may arrive in separate parcels.
Delivery is free on orders over £30, otherwise it costs £3.49.
You'll get a tracking link by email once your order ships.
If your order hasn't arrived within 10 working days of dispatch, email us at mansishiroya07@gmail.com and we'll trace it, send a replacement or give you a full refund if you prefer.

If we don't deliver within the delivery time we've given you, you can give us a reasonable extra time to deliver. If we still don't deliver, or if you told us before ordering that delivery on time was essential, you can cancel and get a full refund for anything you haven't received.

The products are your responsibility once they are delivered to you, or to someone you've asked to receive them. They become yours once we have received full payment.

7. Your right to cancel and returns

Full details are in our refund policy. In short:

You have a legal right to cancel your order for any reason from when you place it until 14 days after the day you receive it. If your order arrives in separate parcels, the 14 days run from the day you receive the last one.
We go further: you can tell us within 30 days of delivery that you want to return unused items in their original packaging.
To start a return, email mansishiroya07@gmail.com with your order number and tell us what you'd like to return. You don't need to use a form, but you can use the model cancellation form in section 16 if you prefer. We'll tell you where to send the item. Orders are sent from our UK fulfilment partner, so please don't post returns to our address in section 1. After you tell us, please send the item back within 14 days.
Return postage is paid by you, unless the item is faulty or wrong.
Used feeding bowls, slow feeders and grooming brushes can't be returned under our extra 30-day returns, for hygiene reasons. Within your legal 14-day cancellation period, if an item has been used more than needed to check it, we may reduce your refund to reflect any loss in value.
If you cancel before your order has been sent, we refund you within 14 days of you telling us. Otherwise, we refund to your original payment method within 14 days of receiving the item back, or of you showing us you've sent it back, if sooner. If you cancel your whole order, we also refund the original standard delivery charge.

8. Faulty items and your legal rights

Under the Consumer Rights Act 2015, the products you buy must be of satisfactory quality, fit for purpose and as described. If something is faulty, damaged or not what you ordered:

Email us at mansishiroya07@gmail.com with a photo. If you contact us within 30 days of delivery, you can choose a full refund, including delivery, or a replacement. You won't need to send the item back unless we ask, and if we do, we'll cover the cost.
After 30 days your rights continue. You can ask for a repair or a replacement. If that isn't possible, doesn't fix the problem, or isn't done within a reasonable time and without significant inconvenience to you, you can have a price reduction or a refund. If the fault shows up within 6 months of delivery, it's treated as having been there from the start unless we can show otherwise, and any refund in that time will be in full. After 6 months you may need to show the fault was there when the item was delivered, and a refund may be reduced to reflect your use of the item.

Nothing in these terms affects your legal rights. For more information, visit Citizens Advice.

9. Our responsibility for loss or damage

If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. Loss is foreseeable if it is obvious it will happen, or if we both knew it might happen when you placed your order. We aren't responsible for loss that isn't foreseeable, or for loss caused by using a product against its instructions or for something it wasn't meant for.

We only supply products for domestic and private use. We aren't responsible for any loss of profit, business or business opportunity.

We don't exclude or limit our responsibility where it would be against the law to do so. This includes death or personal injury caused by our negligence, fraud, breaking your legal rights as a consumer, and responsibility for defective products under the Consumer Protection Act 1987.

10. Events outside our control

We aren't responsible for delays or failures caused by events outside our reasonable control, such as severe weather, flood, fire or a strike at Royal Mail or Evri. If this happens, we'll let you know as soon as we can and do what we can to reduce the delay. If there is a serious delay, you can cancel and we'll refund you for any products you haven't received.

11. Your personal information

We use your personal information only as set out in our privacy policy. If anything in these terms conflicts with the privacy policy about your personal information, the privacy policy applies.

12. Our content and intellectual property

The Wag & Wash name, logo, text, photos and other content on our website belong to us or the people who license them to us. You can view and share our pages for personal use, but please don't copy or reuse our content for commercial purposes without our written permission.

13. Changes to these terms

We may update these terms from time to time, for example when the law changes or we change how we work. The terms that apply to your order are the ones on our website when you placed it. The date at the top shows when they were last updated.

14. Law and courts

These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can bring proceedings in Scotland or in England and Wales. If you live in Northern Ireland, you can bring proceedings in Northern Ireland or in England and Wales. You also keep any protections the law gives you where you live.

15. How to complain

If you're unhappy with anything, please contact us first at mansishiroya07@gmail.com or through our contact form, with your order number if you have one. We read every message personally and will try to put things right quickly.

You can also get free, independent advice from Citizens Advice.

16. Model cancellation form

Only fill in and send this form if you want to cancel your contract. You can copy it into an email.

To: Mansi Vipulbhai Shiroya, trading as Wag & Wash, 37 Carmel Court, London HA9 9JF, United Kingdom, mansishiroya07@gmail.com

I/We (delete as appropriate) hereby give notice that I/We (delete as appropriate) cancel my/our (delete as appropriate) contract of sale of the following goods:

Ordered on / received on (delete as appropriate):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date: