Terms of service

These terms and conditions apply to all orders placed through our website. Please read them carefully before placing an order. Nothing in these terms affects your statutory rights as a consumer.

1. Who we are

The Canine Co. is a trading name of Romy House Co Limited, a company registered in England & Wales under company number 10110838.

Registered office: Suite 1e, Widford Business Centre, 33 Robjohns Road, Chelmsford, CM1 3AG, United Kingdom.

In these terms, "we", "us" and "our" mean Romy House Co Limited trading as The Canine Co. "You" means the customer placing the order.

You can get in touch with us using our contact form.

2. Ordering and how the contract is formed

  • When you place an order, you are making an offer to buy the products in your basket.
  • We'll email you to acknowledge your order. This acknowledgement does not mean your order has been accepted.
  • Our acceptance of your order takes place, and a contract is formed between you and us, when we email you to confirm your order has been dispatched.
  • We may decline an order, for example if a product is unavailable, there is an error in the price or description, or we are unable to deliver to your address. If we decline an order after you have paid, we'll refund you in full.

3. Prices and payment

  • Prices are shown in pounds sterling (£) and include VAT where applicable.
  • Delivery charges are shown separately at checkout before you pay. See our Shipping Policy for details.
  • We take care to ensure prices are correct. If we discover a pricing error after you've ordered, we'll contact you to let you choose whether to continue at the correct price or cancel your order for a full refund.
  • Payment is taken at the time you place your order.

4. Product availability and descriptions

  • All products are subject to availability. If a product you've ordered becomes unavailable, we'll let you know and refund you for that item.
  • We aim to describe and display products as accurately as possible. Small variations in colour may occur due to screen settings and photography.

5. Delivery

  • We deliver to addresses in the United Kingdom.
  • UK standard delivery is FREE on orders of £25 or more; orders under £25 are charged £3.95.
  • Estimated delivery times are shown at checkout. Items dispatched within the UK typically arrive within 1–5 working days; some items may take longer, and this will be shown at checkout.
  • Some items are dispatched directly by our partner brands, so your order may arrive in more than one parcel.
  • We'll email you tracking information once your order has been dispatched.

Full details are in our Shipping Policy.

6. Risk and ownership

The products are your responsibility (risk passes to you) once they have been delivered to the address you gave us, or collected by you or someone you nominate. You own the products once we have received payment in full.

7. Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your contract within 14 days of receiving your goods, without giving a reason. Where an order is delivered in more than one parcel, this period runs from the day you receive the last item.

We extend this period: you can return most unused items in their original condition within 30 days of receiving them.

The right to cancel does not apply to:

  • sealed goods which are unsuitable for return for health protection or hygiene reasons once unsealed – for example, opened treats, chews, shampoos and sprays (unless faulty); and
  • goods made to your specification or clearly personalised (unless faulty).

To cancel, please contact us using our contact form. You can also send us a clear statement of your decision to cancel.

8. Returns and refunds

  • Please contact us before sending anything back so we can give you the correct return address. Items may need to be returned to the partner brand that dispatched them.
  • If you're returning an item because you've changed your mind, you're responsible for the cost of return postage.
  • We'll refund you within 14 days of receiving the returned goods, or of receiving proof that you've sent them back, whichever is sooner.
  • If you cancel your entire order, we'll also refund the original standard delivery charge.
  • We may reduce your refund if the value of the goods has been reduced as a result of handling them more than was necessary to establish their nature, characteristics and functioning.

Full details are in our Return and Refund Policy.

9. Faulty or incorrect goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your item is faulty, damaged or not as described:

  • within 30 days of delivery, you can reject it and receive a full refund;
  • within 6 months of delivery, you're entitled to a repair or replacement – if that isn't possible or doesn't resolve the problem, you can ask for a refund or a price reduction;
  • after 6 months, you may still be entitled to a repair, replacement or refund, although you may need to show the fault was present at delivery.

You won't pay return postage for faulty or incorrect items. Please contact us as soon as possible if there's a problem.

10. Our liability to you

  • If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. We are not responsible for loss or damage that is not foreseeable.
  • We only supply products for domestic and private use. We are not liable to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
  • We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your statutory rights as a consumer, including under the Consumer Rights Act 2015.

Please follow any instructions, sizing guidance and safety information supplied with products, and supervise your dog when using new toys, chews and accessories.

11. Events outside our control

We are not responsible for delays or failure to perform caused by events outside our reasonable control. If such an event affects your order, we'll contact you as soon as possible, and you may cancel and receive a refund for any products you have paid for but not received.

12. Your personal data

We will only use your personal information as set out in our Privacy Policy.

13. Other important terms

  • We may update these terms from time to time. The terms that apply to your order are those in force when you placed it.
  • If any part of these terms is found to be invalid or unenforceable, the rest will remain in full force.
  • If we choose not to enforce any of these terms immediately, we may still do so later.

14. Governing law and jurisdiction

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

15. Contact us

If you have any questions or complaints, please use our contact form.

The Canine Co. – a trading name of Romy House Co Limited, registered in England & Wales (company number 10110838). Registered office: Suite 1e, Widford Business Centre, 33 Robjohns Road, Chelmsford, CM1 3AG, United Kingdom.