Terms of service

Terms of Service

Clear terms for using the Rowan Vale website and purchasing from our independent online pet store.

Effective Date: 9 July 2026

Please read these Terms of Service carefully before using the Rowan Vale website, browsing our products, creating an account, placing an order or otherwise interacting with our online store.

These Terms of Service explain the rules that apply to your access to our website, your use of our digital services, your purchase of products from Rowan Vale, and the contractual relationship between you and Rowan Vale.

By accessing our website, browsing our products, creating an account, placing an order, contacting us, submitting information or using any part of our online store, you agree to be bound by these Terms of Service.

If you do not agree with these Terms of Service, you should not use our website or place an order with us.

Nothing in these Terms of Service is intended to exclude, restrict or limit any statutory rights you may have under applicable UK consumer law.

1. Introduction

Rowan Vale operates an independent online pet store offering products for everyday pet care, grooming, hygiene, comfort, walking, feeding, play, organisation and related pet routines.

These Terms of Service apply to all visitors, customers, account holders and users of the Rowan Vale website. They govern:

  • access to and use of our website;

  • browsing products and content;

  • creating or using a customer account, where available;

  • placing orders;

  • purchasing products;

  • delivery and order handling;

  • cancellations, returns and refunds;

  • customer responsibilities;

  • product suitability and safe use;

  • intellectual property;

  • reviews and customer content;

  • privacy and personal data references;

  • limitations of liability;

  • dispute handling;

  • governing law and jurisdiction.

These Terms are designed to provide clear, transparent and commercially reasonable rules for using our store. They also help protect our customers and our business by setting out expectations before, during and after a purchase.

If you place an order with Rowan Vale, the Terms in force at the time of your order will apply to that order, unless a change is required by law or unless we notify you otherwise in a legally valid way.

2. About Us

Rowan Vale is an independent online pet retailer serving customers through its own digital storefront.

We provide a carefully selected range of pet products intended to support everyday care, comfort, grooming, hygiene, walking, feeding, play, home organisation and routine pet ownership.

Our store is operated as a digital retail business. Orders are placed online, customer communications are handled electronically, and order information is provided through the website, checkout process, order confirmation emails and customer support communications.

Our current customer support contact details, business contact information and any mandatory business details required by law are made available on our website. These details may be updated from time to time to keep customer-facing information accurate and current.

For customer support, order enquiries, complaints, returns, refund requests or product-related questions, customers should contact Rowan Vale using the official contact details displayed on our website.

3. Definitions

In these Terms of Service:

“Rowan Vale”, “we”, “us” and “our” mean the online pet store trading under the Rowan Vale brand.

“You”, “your”, “customer” and “user” mean any person who accesses our website, browses our products, creates an account, places an order, purchases a product or otherwise interacts with our online store.

“Website” means the Rowan Vale website and any related pages, features, tools, product pages, checkout pages, account areas, content, forms and customer-facing digital functions operated by us.

“Products” means the pet products, accessories, grooming items, comfort products, hygiene items, walking accessories, feeding products, toys, home care items and other goods offered for sale through the Rowan Vale website.

“Order” means a request submitted by a customer to purchase one or more products from Rowan Vale through our checkout process.

“Services” means the website, online store, product browsing experience, order process, customer account features where available, customer support and related digital services provided by Rowan Vale.

“Content” means all text, photographs, images, graphics, product descriptions, brand material, designs, layouts, icons, videos, guides, product information, website elements and other materials displayed on or through our website.

“Statutory rights” means rights that consumers may have under applicable law, including UK consumer protection law, and which cannot be excluded or limited by these Terms.

4. Use of the Website

You may use the Rowan Vale website only for lawful purposes and in accordance with these Terms of Service.

You agree that you will not:

  • use the website for any unlawful, fraudulent or abusive purpose;

  • interfere with the operation, security or availability of the website;

  • attempt to gain unauthorised access to any part of the website, customer account, system, server, database or restricted area;

  • submit false, misleading or inaccurate information;

  • impersonate another person;

  • use another person’s account without permission;

  • copy, scrape, harvest, extract or commercially exploit website content without written permission;

  • upload or transmit viruses, malware, harmful code or disruptive material;

  • attempt to bypass security features, fraud checks or access controls;

  • misuse discount codes, promotions or checkout functions;

  • place orders using unauthorised payment methods;

  • engage in chargeback abuse, return fraud or policy misuse;

  • use the website in a way that could damage Rowan Vale, our customers, our reputation or the proper operation of our store.

We may suspend, restrict or refuse access to the website where we reasonably believe a user has violated these Terms, attempted fraud, misused our services, created security risks or acted in a way that may harm Rowan Vale or other users.

5. Eligibility to Purchase

By placing an order with Rowan Vale, you confirm that:

  • you are legally capable of entering into a binding contract;

  • you are at least 18 years old, or have appropriate permission from a parent or guardian;

  • the information you provide is accurate and complete;

  • you are authorised to use the payment method selected at checkout;

  • you are purchasing products for lawful purposes;

  • you will use the products responsibly and in accordance with their intended purpose.

If you are purchasing on behalf of another person, organisation or household, you confirm that you have authority to do so.

We may refuse or cancel an order if we reasonably believe the purchaser is not legally entitled to place the order, has provided false information, is using an unauthorised payment method or is acting fraudulently or unlawfully.

6. Product Information

We aim to present product information clearly, accurately and professionally.

Product pages may include:

  • product name;

  • product description;

  • product images;

  • available colours;

  • available sizes;

  • dimensions;

  • material information;

  • intended use;

  • suitability guidance;

  • care information;

  • safety guidance;

  • price;

  • delivery information where available;

  • product variations;

  • other relevant product details.

While we make reasonable efforts to ensure that product information is accurate, minor variations may occur.

Product images are provided to help customers understand the appearance, use and presentation of an item. Images may include lifestyle scenes, product close-ups, example uses or visual demonstrations.

Colours may appear slightly different depending on screen brightness, device settings, lighting conditions, photography, display quality and other technical factors.

Measurements should be checked carefully before purchase. For pet products, small differences in size may affect suitability, comfort and safe use.

Where a product is shown with accessories, animals, household items or decorative objects, these may be for presentation purposes only unless the product page clearly states that they are included.

Customers should read the full product page before placing an order and contact us before purchasing if they are unsure about suitability, size, use or included items.

7. Pet Product Suitability

Because Rowan Vale sells products for pets, customers must take care when choosing products for animals.

You are responsible for selecting products that are suitable for your pet’s:

  • species;

  • size;

  • weight;

  • age;

  • breed or body shape;

  • coat type;

  • strength;

  • chewing behaviour;

  • temperament;

  • mobility;

  • sensitivity;

  • feeding habits;

  • grooming needs;

  • living environment;

  • daily routine.

This is especially important for:

  • grooming tools;

  • collars;

  • harnesses;

  • leads;

  • toys;

  • feeding accessories;

  • beds;

  • blankets;

  • clothing;

  • carriers;

  • hygiene products;

  • products with small parts;

  • products used near the skin, coat, mouth, paws or body.

Pet products should be used only for their intended purpose and in accordance with any product instructions, warnings or guidance provided.

You should supervise pets when introducing new products, especially toys, grooming tools, feeding accessories, walking accessories, comfort items or any item that may be chewed, pulled, scratched, worn, swallowed, damaged or misused.

You should regularly inspect pet products for signs of wear, damage, loose parts, sharp edges, broken components, torn fabric, weakened fastenings or hygiene concerns.

If a product becomes damaged, unsafe, unsuitable or uncomfortable for your pet, you should stop using it immediately.

Product information on our website is provided for general retail guidance only. It is not veterinary advice, medical advice, clinical advice, behavioural advice or a substitute for professional assessment.

If your pet has a medical condition, injury, allergy, skin sensitivity, behavioural concern, pain, severe anxiety, heavy matting, eating difficulty or any other health or safety concern, you should seek advice from a qualified veterinary professional or appropriate specialist before using a product.

8. Orders and Acceptance

When you place an order through our website, you are making an offer to purchase the selected products in accordance with these Terms.

After placing an order, you may receive an automatic order confirmation. This confirms that we have received your order request. It does not necessarily mean that your order has been finally accepted.

A contract between you and Rowan Vale is formed when we confirm that the order has been processed, dispatched or otherwise accepted by us.

We reserve the right to refuse, cancel or not accept an order where there is a reasonable reason to do so, including where:

  • payment is declined or not authorised;

  • payment appears fraudulent or suspicious;

  • product information contains an obvious error;

  • pricing contains an obvious error;

  • the product is unavailable;

  • the delivery address is incomplete, incorrect or outside available delivery regions;

  • we are unable to deliver to the address provided;

  • the customer information provided is false, incomplete or inconsistent;

  • the order appears to be placed for unlawful, abusive or fraudulent purposes;

  • there is a technical error affecting checkout or order processing;

  • accepting the order would breach applicable law or these Terms.

If we cancel an order after payment has been taken, we will arrange an appropriate refund for the amount paid for the cancelled order, subject to applicable law and payment processing requirements.

You are responsible for checking all order details before submitting payment, including product selection, size, colour, quantity, delivery address, billing details, email address and total order cost.

9. Pricing and Payment

Prices are shown in pounds sterling (£), unless otherwise stated.

The price payable for a product is the price displayed at checkout when you submit your order, subject to correction of obvious pricing errors.

Prices may include or exclude applicable taxes depending on the legal and tax status of the transaction and the information displayed at checkout. Any delivery costs or additional charges will be shown before you complete your order.

You must provide accurate payment and billing information and confirm that you are authorised to use the selected payment method.

Payments must be completed through our official checkout process. You should not send payment card numbers, bank details or other sensitive payment information by email, message, social media or any other insecure channel.

We may use secure payment processing systems to handle card payments and other accepted payment methods.

If a payment is declined, incomplete, reversed, disputed, flagged for review or suspected to be unauthorised, we may delay, refuse or cancel the order.

We make reasonable efforts to ensure prices are accurate. However, obvious pricing errors may occasionally occur. If we discover an obvious pricing error before accepting your order, we may contact you to confirm whether you wish to proceed at the correct price or cancel the order.

We are not obliged to supply a product at an obvious incorrect price where the error could reasonably have been recognised as a mistake.

10. Promotions, Discounts and Offers

From time to time, Rowan Vale may offer promotions, discount codes, offers or special pricing.

Promotions may be subject to:

  • expiry dates;

  • product exclusions;

  • minimum order values;

  • availability;

  • customer eligibility;

  • one-use restrictions;

  • region restrictions;

  • non-combination with other offers;

  • separate promotional terms;

  • withdrawal or amendment where permitted by law.

Discount codes must be entered correctly before the order is completed. We are not required to apply a discount retrospectively after an order has been placed, unless we choose to do so or unless required by the specific promotion terms.

Promotions must not be used fraudulently, abusively or in a way that manipulates the checkout process.

We may refuse or cancel use of a promotion where we reasonably believe there has been misuse, fraud, technical error or breach of promotional terms.

We do not intend to use false urgency or artificial scarcity. Where an offer is time-limited or stock-limited, this should be based on the actual terms of that offer.

11. Delivery and Shipping

Delivery availability, delivery costs and estimated delivery times are displayed on our website or at checkout where applicable.

We aim to provide clear delivery information before you complete your order.

Delivery may be available within the United Kingdom and any additional regions shown at checkout. Availability may depend on the product, delivery address, courier service, order value, operational capacity and any restrictions that apply at the time of purchase.

Estimated delivery times are estimates only, unless a specific delivery date is expressly agreed with you as a binding term of the order.

Unless otherwise agreed with you, goods will normally be delivered within the period required by applicable law.

You are responsible for providing a complete, accurate and deliverable address at checkout. This includes house number, flat number, building name, street name, town or city, postcode and any additional information needed for successful delivery.

We are not responsible for delays, failed delivery or loss caused by incorrect, incomplete or outdated address information provided by the customer, except where applicable law provides otherwise.

Delivery may be affected by circumstances outside our reasonable control, including:

  • courier delays;

  • transport disruption;

  • severe weather;

  • public holidays;

  • seasonal demand;

  • strikes;

  • technical issues;

  • incorrect delivery information;

  • delivery access problems;

  • security checks;

  • payment review;

  • events outside our reasonable control.

Where tracking is available, tracking information may be provided by email or through the relevant order update process. Tracking updates may take time to appear.

If a delivery is delayed, missing or disputed, you should contact us using the official contact details on our website and provide your order number, email address used for the order and delivery postcode.

If a parcel is returned to us because it was not claimed, the address was incorrect, delivery was refused or delivery could not be completed due to customer-provided information, we may contact you to discuss the next steps. Additional delivery charges may apply where permitted by law.

12. Risk and Ownership

Risk in the products passes to you when the products are delivered to you, or to a person identified by you to receive them, subject to applicable law.

Ownership of the products passes to you when we have received full payment for the products and the products have been delivered, unless applicable law or the specific circumstances require otherwise.

Until ownership passes to you, you must not resell, dispose of, alter, damage or use the products in a way inconsistent with our rights or the intended purpose of the product.

Nothing in this section affects your statutory rights if products are lost, damaged, faulty, incorrect or not delivered in circumstances where Rowan Vale remains legally responsible.

13. Cancellations

If you are a consumer purchasing online, you may have a legal right to cancel your order within the applicable cancellation period, subject to certain exceptions allowed by law.

For many online purchases, the cancellation period begins after you receive the goods. If your order is delivered in multiple parts, the cancellation period may begin after you receive the final item.

To cancel an order, you should contact Rowan Vale using the official customer support contact details displayed on our website. You should clearly state that you wish to cancel and include your full name, order number, email address used for the order and the product or products you wish to cancel.

If you contact us before your order is processed or dispatched, we may be able to cancel it before delivery. If your order has already been dispatched, you may need to receive the goods and return them in accordance with our returns process.

Where cancellation rights apply, you must return the goods within the required period after notifying us of cancellation.

Goods should be returned in a clean, complete and suitable condition, with original packaging where reasonably possible.

You may inspect goods in a way that would be reasonable in a physical shop. However, if you handle goods beyond what is necessary to establish their nature, characteristics and functioning, and this reduces their value, we may be entitled to make a deduction from the refund where permitted by law.

Certain products may be excluded from cancellation rights where permitted by law, including sealed items that are not suitable for return for health protection or hygiene reasons once unsealed, personalised items, perishable items or other products lawfully excluded.

This section does not affect your rights where products are faulty, damaged, incorrect or not as described.

14. Returns and Refunds

Our Returns and Refunds process is designed to be fair, clear and consistent.

You may request a return or refund where:

  • you are exercising a statutory cancellation right;

  • the product is faulty;

  • the product is damaged on arrival;

  • the product is incorrect;

  • the product is not as described;

  • the order is incomplete;

  • the product has not been received;

  • another legal or policy-based reason applies.

Returned products should generally be:

  • returned after contacting us and receiving appropriate instructions;

  • securely packaged;

  • complete with included accessories or parts;

  • clean and safe to handle;

  • returned with proof of purchase or order details;

  • returned within the applicable timeframe;

  • in original packaging where reasonably possible.

Refunds, where approved and due, will normally be made to the original payment method used at checkout.

The time it takes for a refund to appear in your account may depend on your bank, card issuer or payment provider after the refund has been processed.

Where products are returned because the customer has changed their mind under cancellation rights, return costs may be the customer’s responsibility where permitted by law and where this has been properly communicated.

Where products are faulty, damaged, incorrect or not as described, different rights and remedies may apply.

Nothing in this section affects your statutory rights.

15. Faulty, Damaged or Incorrect Products

If you receive a faulty, damaged or incorrect product, you should contact us as soon as reasonably possible.

Please provide:

  • full name;

  • order number;

  • email address used for the order;

  • delivery address;

  • product name;

  • clear description of the issue;

  • photographs or videos where relevant;

  • photographs of packaging where relevant;

  • delivery date;

  • tracking information where available.

We may ask for reasonable evidence so we can assess the issue properly. This helps us determine whether the product was damaged in transit, supplied incorrectly, materially different from the description, incomplete or faulty.

You should not continue using a product if you believe it is unsafe, faulty or damaged.

Where a product is confirmed to be faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with applicable law and our Returns and Refunds Policy.

A remedy may include a refund, repair, replacement or other appropriate solution depending on the circumstances, the product, the evidence and applicable consumer law.

16. Product Safety and Responsible Use

Customers must use all products responsibly and only for their intended purpose.

You should:

  • read product information before use;

  • follow any instructions, warnings or care guidance provided;

  • check products before giving them to a pet;

  • supervise pets where appropriate;

  • stop using a product if it becomes damaged or unsafe;

  • keep unsuitable items away from pets and children;

  • inspect toys, grooming tools, feeding accessories, collars, harnesses, beds, blankets and other pet products regularly;

  • avoid using products in a way that may cause injury, discomfort or damage;

  • choose products suitable for your pet’s size, behaviour and needs.

Pet toys and accessories are not indestructible unless expressly stated. Pets vary in strength, chewing habits, behaviour and play style. A product that is suitable for one pet may not be suitable for another.

If your pet damages a product, chews through a component, swallows part of an item, reacts badly to a product or shows signs of discomfort, stop use immediately and seek appropriate professional advice where necessary.

For health, allergy, behavioural, safety or suitability concerns, consult a qualified veterinary professional or suitable specialist.

17. Accounts

If customer accounts are available on our website, you may be able to create an account to manage certain details, view order information or use customer features.

You are responsible for:

  • providing accurate account information;

  • keeping login details secure;

  • using a strong password;

  • not sharing your password;

  • updating your information where necessary;

  • notifying us if you suspect unauthorised account access.

You are responsible for activity carried out through your account unless caused by our failure to take reasonable security measures.

We may suspend, restrict or close an account where we reasonably believe that:

  • the account has been used fraudulently;

  • account information is false or misleading;

  • the account has been used to abuse policies;

  • the account creates security risks;

  • the customer has breached these Terms;

  • we are required or permitted to do so by law.

18. Customer Responsibilities

As a customer, you are responsible for:

  • reading these Terms before purchasing;

  • reading product descriptions before ordering;

  • checking product size, colour, quantity and suitability;

  • providing accurate billing and delivery information;

  • ensuring your email address is correct;

  • checking order confirmations;

  • choosing products suitable for your pet;

  • using products safely and responsibly;

  • supervising pets where appropriate;

  • keeping products in suitable condition;

  • following product instructions and care guidance;

  • contacting us promptly if an issue occurs;

  • providing reasonable evidence for damaged, faulty, incorrect or missing items;

  • complying with our policies;

  • using the website lawfully and fairly.

We are not responsible for problems caused by incorrect information supplied by you, misuse of products, failure to supervise pets, failure to follow product instructions, normal wear and tear, damage after delivery, or use of products for unsuitable purposes, except where applicable law provides otherwise.

19. Intellectual Property

All intellectual property rights in the Rowan Vale website and its content are owned by or licensed to Rowan Vale.

This includes, without limitation:

  • the Rowan Vale brand name;

  • logos;

  • website design;

  • page layouts;

  • product descriptions;

  • photographs;

  • images;

  • graphics;

  • icons;

  • banners;

  • written content;

  • collection names;

  • product page copy;

  • guides;

  • visual materials;

  • interface elements;

  • marketing materials.

You may use the website for personal shopping and lawful browsing only.

You must not copy, reproduce, distribute, republish, modify, sell, licence, exploit, scrape, download in bulk, imitate or use our content for commercial purposes without prior written permission from Rowan Vale.

Unauthorised use of our intellectual property may result in legal action.

20. User Content and Reviews

If our website allows customers to submit reviews, comments, photographs, questions, feedback or other content, you are responsible for ensuring that any content you submit is accurate, lawful and appropriate.

By submitting content, you confirm that:

  • the content is your own or you have permission to submit it;

  • the content is not false, misleading or fraudulent;

  • the content does not infringe any third-party rights;

  • the content does not contain unlawful, abusive, offensive, discriminatory, defamatory or harmful material;

  • the content does not include unnecessary personal data;

  • the content does not contain medical claims, veterinary claims or unsafe advice;

  • the content relates to the relevant product or customer experience.

Where you submit content to Rowan Vale, you grant us permission to use, display, reproduce, edit, publish or moderate that content in connection with our website, products, marketing, customer service or business operations, where lawful and appropriate.

We may refuse, edit, moderate or remove user content where we believe it is unlawful, inaccurate, offensive, misleading, irrelevant, inappropriate, promotional, abusive or inconsistent with our brand standards or legal obligations.

We do not intend to publish fake reviews. We may take reasonable steps to moderate reviews and protect customers from misleading content.

21. Third-Party Links and Services

Our website may contain links to third-party websites or use third-party services that support payment processing, delivery, analytics, security, communication, marketing, customer support or website functionality.

We do not control third-party websites that are not operated by Rowan Vale.

If you click a third-party link or use a third-party service, the relevant third party may apply its own terms, privacy policy, cookie policy and security practices.

We are not responsible for the content, accuracy, availability, security or privacy practices of third-party websites that we do not control.

The inclusion of a third-party link does not necessarily mean that we endorse that third party or its content.

22. Privacy and Personal Data

We process personal information in accordance with our Privacy & Data Protection Policy and applicable UK data protection law.

Our Privacy & Data Protection Policy explains:

  • what personal information we collect;

  • why we collect it;

  • how we use it;

  • lawful bases for processing;

  • when information may be shared;

  • how long information may be retained;

  • how personal information is protected;

  • your data protection rights;

  • how to contact us about privacy matters.

You should read our Privacy & Data Protection Policy before submitting personal information to us.

By using our website, placing an order, creating an account, contacting us or otherwise providing personal information, you acknowledge that your personal information will be handled in accordance with our Privacy & Data Protection Policy.

23. Cookies and Electronic Communications

Our website may use cookies and similar technologies to support website functionality, basket features, checkout, security, account features, analytics, performance improvements and marketing where permitted.

Some cookies are necessary for the website to function properly. Other cookies may require consent depending on their purpose.

You may be able to manage cookie preferences through our cookie tools or your browser settings. Blocking certain cookies may affect website functionality.

We may send transactional electronic communications relating to your order, including order confirmations, payment updates, delivery updates, customer support replies, return updates, refund updates and account-related notices.

Where marketing communications are used, they will be sent in accordance with applicable law and your communication preferences. You can unsubscribe from marketing emails using the unsubscribe link provided in the email or through any available marketing preference tool.

You should read our Cookie Policy and Privacy & Data Protection Policy for more information.

24. Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

This means we do not exclude or limit liability for:

  • death or personal injury caused by our negligence;

  • fraud or fraudulent misrepresentation;

  • breach of statutory rights that cannot lawfully be excluded or limited;

  • any liability that cannot be excluded or limited under applicable law.

Subject to the above, Rowan Vale is not responsible for losses caused by:

  • misuse of products;

  • failure to follow product instructions;

  • failure to supervise pets where supervision is required;

  • choosing unsuitable products for a pet’s size, behaviour or needs;

  • normal wear and tear;

  • damage caused after delivery;

  • unauthorised modification or repair;

  • inaccurate information supplied by the customer;

  • use of the website in breach of these Terms;

  • events outside our reasonable control.

To the maximum extent permitted by law, we are not liable for indirect, incidental or consequential losses, loss of profit, loss of business, loss of opportunity, loss of goodwill, loss of data, or losses not reasonably foreseeable at the time of purchase.

If you are a consumer, this section does not affect your statutory rights.

If you are purchasing products for business purposes, our liability may be limited to the maximum extent permitted by law.

25. Events Outside Our Reasonable Control

We are not responsible for failure or delay in performing our obligations where that failure or delay is caused by events outside our reasonable control.

Such events may include:

  • courier disruption;

  • postal or transport delays;

  • severe weather;

  • strikes or labour disputes;

  • public emergencies;

  • technical failures;

  • payment provider issues;

  • internet outages;

  • power failures;

  • supply disruption;

  • fire, flood or natural disaster;

  • changes in law or regulation;

  • security incidents;

  • pandemics or public health restrictions;

  • customs or border delays where applicable;

  • other circumstances beyond our reasonable control.

Where an event outside our reasonable control affects your order, we will take reasonable steps to manage the situation and communicate with you where appropriate.

This section does not remove rights you may have under applicable consumer law.

26. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes in our business, website, products, customer service processes, legal requirements, security practices or operational procedures.

The current version of these Terms will be made available on our website and will apply from the Effective Date shown at the top of the page.

Where you place an order, the Terms in force at the time of that order will normally apply to that order, unless a change is required by law or unless we notify you otherwise in a legally valid way.

Your continued use of the website after updated Terms are published means that you accept the updated Terms for future use of the website.

You should review these Terms periodically, especially before placing an order.

27. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable by a court or competent authority, that part will be treated as removed or modified only to the minimum extent necessary.

The remaining parts of these Terms will continue in full force and effect.

28. Waiver

If Rowan Vale does not immediately enforce a right under these Terms, this does not mean that we have waived that right.

A delay or failure to exercise any right, remedy or provision under these Terms does not prevent us from exercising it later.

Any waiver must be clear, express and made by Rowan Vale in writing.

29. Governing Law and Jurisdiction

These Terms of Service are governed by the laws of England and Wales.

If you are a consumer living in England or Wales, you may bring legal proceedings in the courts of England and Wales.

If you are a consumer living in Scotland or Northern Ireland, you may also bring legal proceedings in the courts of the country in which you live, where applicable law gives you that right.

Nothing in this section removes or limits any mandatory consumer rights or protections that apply to you under the law of the country or region in which you live.

If you are purchasing for business purposes, the courts of England and Wales will have exclusive jurisdiction, subject to any mandatory law that applies otherwise.

30. Complaints and Contact Information

If you have a question, complaint, refund request, return request, product concern, delivery issue or account-related enquiry, please contact Rowan Vale using the official contact details displayed on our website.

To help us respond efficiently, please include:

  • your full name;

  • order number;

  • email address used for the order;

  • delivery postcode;

  • product name;

  • clear description of the issue;

  • photographs or videos where relevant;

  • any tracking information available;

  • the outcome you are requesting.

We aim to handle customer enquiries fairly, carefully and professionally.

Response times may vary depending on the nature of the enquiry, the amount of information provided, delivery investigations, evidence review, payment checks, product review or other operational requirements.

If your complaint relates to personal data, please refer to our Privacy & Data Protection Policy.

If your complaint relates to a return, refund, faulty item, damaged item, incorrect item or missing order, please refer to our Refunds, Returns & Damaged Goods Policy.

31. Final Protective Statement

These Terms of Service are intended to create a clear, transparent and reasonable framework for using the Rowan Vale website and purchasing from our independent online pet store.

We are committed to providing a professional shopping experience, clear product information, responsible customer support and fair handling of order-related issues.

Customers are expected to read product information carefully, provide accurate order details, choose products suitable for their pets, use products responsibly and contact us promptly if a problem occurs.

Nothing in these Terms is intended to exclude, restrict or limit any statutory rights you may have under applicable UK consumer law.

By using our website or placing an order with Rowan Vale, you confirm that you have had the opportunity to read, understand and accept these Terms of Service before completing your purchase.