Last updated: 6 October 2026
Thank you for choosing Paws Eternal. We know you may be reading this at a difficult time, so we have kept these terms as clear as we can. They explain how we sell our products to you and your rights if something goes wrong. Please read them before placing an order.
1. About us
1.1 pawseternal.co.uk is operated by Paws Eternal Limited (“we”, “us”, “our”), a company registered in England and Wales under company number 17501548.
1.2 Our registered office is 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.
1.3 You can contact us by email at support@pawseternal.co.uk. We aim to reply within 1 working day.
1.4 We are not registered for VAT, so no VAT is charged on our prices.
2. These terms
2.1 These terms apply to every order you place with us through our website. By placing an order you agree to them. Please save or print a copy for your records.
2.2 These terms are for consumers buying for personal use. Nothing in them affects your legal rights as a consumer.
2.3 We may update these terms from time to time. The version that applies to your order is the one on our website when you place it.
3. Our products
3.1 Our farewell kits are designed to help you hold a ceremony and burial at home for a much-loved pet. The contents of each kit are listed on its product page.
3.2 Photographs are for illustration. Natural materials such as linen, jute, hessian and cotton vary slightly in colour and texture. Sample paw prints in our photos are examples only; your prints will vary with your pet’s paw size.
3.3 Choosing the right size. Each burial pouch is listed with its measurements and the size of pet it suits. Please measure your pet and check the pouch size before ordering. If you are unsure, contact us before you buy and we will help.
3.4 Wildflower seeds. Some wildflowers in our seed mix can be harmful if eaten by pets or people. Please sow them away from where pets graze or dig, wash your hands after handling the seeds, and keep them out of reach of children and animals.
3.5 Candles. Never leave a lit candle unattended. Burn it on a heat-resistant surface, away from paper, fabric and anything that could catch fire, and out of reach of children and pets.
3.6 Paw-print pads. Follow the instructions supplied with the pads, and keep them out of reach of children and pets.
3.7 Home burial. Burying a pet at home is your decision and responsibility. GOV.UK guidance says you do not need permission to bury a small domestic pet on your own land. If you rent, you should ask your landlord first. If your pet was put to sleep by a vet, please ask them whether home burial is suitable. Our kits do not include burial or cremation services.
4. Prices and payment
4.1 Prices are shown in pounds sterling and include free tracked delivery within the UK.
4.2 We take payment by debit or credit card and other methods shown at checkout, processed securely by our payment providers (Stripe and PayPal). We never see or store your full card details.
4.3 Payment is taken when you place your order.
4.4 If we have made an obvious error in the price of a product, we will contact you before dispatch. You can then choose to go ahead at the correct price or cancel for a full refund.
5. Your order and our contract
5.1 After you place an order, we will email you to acknowledge it. This does not mean we have accepted it.
5.2 Our contract with you starts when we email to confirm that your order has been dispatched.
5.3 If we cannot accept your order, for example because an item is out of stock, we will tell you and refund you in full.
6. Delivery
6.1 We deliver to addresses in the United Kingdom only.
6.2 We aim to dispatch orders within 1 working day by Royal Mail Tracked. Royal Mail usually delivers the next working day after dispatch, but this is not guaranteed.
6.3 If your order has not arrived within 5 working days of dispatch, please contact us and we will investigate with Royal Mail.
6.4 The products are your responsibility once they have been delivered to the address you gave us.
6.5 Your kit arrives in a plain kraft box with no indication of its contents on the outside.
7. Your right to cancel
7.1 You can change your mind and cancel your order for any reason within 14 days of the day you receive it.
7.2 To cancel, email support@pawseternal.co.uk with your name, order number and a clear statement that you wish to cancel. You may also use the model cancellation form at the end of these terms, but you do not have to.
7.3 You must then return the products to us at Paws Eternal Limited, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, within 14 days of telling us you wish to cancel. Unless the product is faulty or not as described, you pay the cost of returning it. Please use a tracked service.
7.4 We will refund the price you paid within 14 days of receiving the products back, or of receiving evidence that you have sent them, whichever is sooner. We refund using the same payment method you used.
7.5 You may handle the products as you would in a shop to check them. If they have been used, or handled more than that, we may reduce your refund to reflect the reduction in their value.
8. If something is wrong with your order
8.1 We are legally required to supply products that are of satisfactory quality, fit for purpose and as described. Your rights under the Consumer Rights Act 2015 are not affected by these terms.
8.2 If an item arrives damaged, faulty or not as described, please contact us as soon as possible, ideally with a photo. We will put it right with a replacement or refund, and cover any return postage.
8.3 In summary, under the Consumer Rights Act 2015: within 30 days of delivery you can reject faulty goods for a full refund; after that, you are entitled to a repair or replacement and, if that does not fix the problem, a price reduction or refund. This is a summary only.
9. Our responsibility to you
9.1 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.
9.2 We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights as a consumer.
9.3 Our products are for personal, domestic use. We are not responsible for business losses.
9.4 We are not responsible for delays or failures caused by events outside our reasonable control. If this happens we will tell you and, if the delay is significant, you may cancel for a full refund.
10. Your personal information
10.1 We use your personal information only as described in our Privacy Policy.
11. Complaints
11.1 If you are unhappy with anything, please email support@pawseternal.co.uk and we will do our best to resolve it quickly and kindly.
11.2 If we cannot resolve a complaint, we will tell you about an alternative dispute resolution provider, as required by law.
12. Other important terms
12.1 If a court finds part of these terms unenforceable, the rest will still apply.
12.2 These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland, you can also bring them in your local courts.
Model cancellation form
Complete and return this form only if you wish to cancel your order.
To: Paws Eternal Limited, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, support@pawseternal.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on: ____________________
Name: ____________________
Address: ____________________
Signature (if sent on paper): ____________________
Date: ____________________