Legal Information
Everything you need to know about shopping with us — all in one place.
Section 1
Terms & Conditions
Last updated: April 2025
Please read these terms carefully before ordering from us. By placing an order on Heavenly Paws (settusfree.org.uk), you agree to the terms set out below. We’ve tried to keep things clear and fair — if you have any questions, we’re always happy to help at support@settusfree.org.uk.
Who We Are
Heavenly Paws is a UK-based small business trading as Heavenly Paws, operating from Yorkshire, England. Our website is settusfree.org.uk. We sell personalised dog memorial gifts and keepsakes, working with trusted personalisation suppliers across the UK.
Placing an Order
When you place an order with us, you’re making an offer to purchase the goods described. We’ll send you an order confirmation by email — this confirms we’ve received your order but does not form a contract until we accept and dispatch your order.
We reserve the right to cancel or decline any order — for example, if a product is out of stock, if we identify an error in pricing, or if we’re unable to obtain the personalisation details we need. If this happens, we’ll let you know and issue a full refund where payment has been taken.
Personalised Orders
Important — please check your personalisation carefully.
Because our gifts are made to order and personalised specifically for you, we’re unable to accept returns or offer refunds on items where the personalisation was entered incorrectly by the customer. Please double-check names, dates, and any text before confirming your order.
Because our gifts are made to order and personalised specifically for you, we’re unable to accept returns or offer refunds on items where the personalisation was entered incorrectly by the customer. Please double-check names, dates, and any text before confirming your order.
If you notice a mistake in your personalisation immediately after ordering, please contact us as quickly as possible at support@settusfree.org.uk. We’ll do our best to amend the order if it hasn’t yet entered production, but we can’t guarantee changes once production has begun.
Pricing & Payment
All prices shown on our website are in pounds sterling (£) and include VAT where applicable. We accept payment by all major credit and debit cards, and any other payment methods shown at checkout.
We take care to ensure pricing is accurate, but if an error occurs and a product is listed at an incorrect price, we’ll contact you before dispatching to confirm whether you’d like to proceed at the correct price.
Delivery
We deliver to addresses within the United Kingdom. Estimated delivery times are displayed at checkout and on individual product pages. These are estimates and we cannot guarantee delivery on a specific date, particularly during busy periods such as Christmas.
Delivery is handled by our trusted personalisation suppliers. Once an order has been dispatched, we’ll send you a confirmation email. We’re not responsible for delays caused by the postal service or courier once an item has been dispatched.
Intellectual Property
All content on this website — including copy, images, and design — belongs to Heavenly Paws or our licensed suppliers. You may not reproduce, distribute, or use our content without prior written permission.
Limitation of Liability
To the extent permitted by law, Heavenly Paws is not liable for any indirect, consequential, or special losses arising from use of our website or products. Our total liability to you in connection with any order shall not exceed the price paid for that order.
Nothing in these terms affects your statutory rights as a consumer under UK law.
Governing Law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Changes to These Terms
We may update these terms from time to time. The current version will always be available on this page. Continued use of our website after changes have been posted constitutes acceptance of the revised terms.
Section 2
Returns & Refunds
Last updated: April 2025
We want you to be completely happy with every order. Here’s everything you need to know about returning an item or requesting a refund.
Personalised Items
Personalised gifts are exempt from standard cancellation rights.
Under the Consumer Contracts Regulations 2013, personalised or custom-made goods are exempt from the standard 14-day right to cancel. This means we’re unable to accept returns on personalised items unless they arrive damaged, faulty, or significantly different from what was ordered.
Under the Consumer Contracts Regulations 2013, personalised or custom-made goods are exempt from the standard 14-day right to cancel. This means we’re unable to accept returns on personalised items unless they arrive damaged, faulty, or significantly different from what was ordered.
Damaged or Faulty Items
If your order arrives damaged or with a manufacturing fault, please contact us within 14 days of delivery at support@settusfree.org.uk. Please include:
- Your order number
- A brief description of the issue
- Clear photographs of the damage or fault
Where we confirm a fault, we’ll offer a replacement or a full refund — whichever you prefer. We may ask you to return the item before we can process a replacement, in which case we’ll cover the return postage.
Incorrect Personalisation (Our Error)
If we’ve made a mistake with your personalisation — for example, a spelling error on our part or the wrong details applied — we’ll put it right at no cost to you. Please contact us within 14 days of delivery with your order number and a photo of the item.
Incorrect Personalisation (Customer Error)
If personalisation details were entered incorrectly at the time of ordering, we’re unfortunately unable to offer a refund or replacement, as the item has been made specifically to your specification. We always encourage customers to double-check names, dates, and messages before placing an order.
Non-Personalised Items
For any non-personalised items in our range, you have the right to cancel your order within 14 days of receiving it, and to return the item in its original, unused condition for a full refund. Return postage costs are the responsibility of the customer unless the item is faulty.
Refund Processing
Approved refunds will be processed to your original payment method within 5–10 working days. We’ll confirm by email when a refund has been issued.
Contact Us
Heavenly Paws — Customer Support
Email: support@settusfree.org.uk
We aim to respond to all enquiries within one working day.
Section 3
Privacy Policy
Last updated: April 2025
We take your privacy seriously. This policy explains what personal data we collect, how we use it, and your rights under UK GDPR and the Data Protection Act 2018.
Who Is Responsible for Your Data
Heavenly Paws, trading at settusfree.org.uk, is the data controller. If you have any questions about how we handle your data, please contact us at support@settusfree.org.uk.
What Data We Collect
When you shop with us or contact us, we may collect:
- Contact details — your name, email address, and delivery address
- Order information — items ordered, personalisation details, payment confirmation (note: we do not store full card details)
- Communication history — any messages you send us by email or via contact forms
- Usage data — how you interact with our website (via cookies — see our Cookie Policy below)
Why We Use Your Data
We use your personal data to:
- Process and fulfil your order
- Send order confirmations and dispatch notifications
- Respond to your enquiries and provide customer support
- Comply with legal obligations (e.g. tax and accounting records)
- Improve our website and understand how customers use it
- Send you marketing communications, if you’ve opted in to these
Legal Basis for Processing
We process your data under the following lawful bases:
- Contract — to fulfil the order you’ve placed with us
- Legitimate interests — to improve our service and prevent fraud
- Legal obligation — to meet our obligations under UK law
- Consent — for marketing communications (which you can withdraw at any time)
Who We Share Your Data With
We share your data only where necessary:
- Our personalisation suppliers — to produce and dispatch your order. They receive only the details needed to fulfil it.
- Payment processors — to handle your payment securely (e.g. Stripe, PayPal). These are governed by their own privacy policies.
- Delivery services — your name and address are shared with the courier or postal service responsible for your delivery.
- Analytics providers — anonymised or aggregated data to understand website usage (e.g. Google Analytics).
We do not sell your personal data to any third party.
How Long We Keep Your Data
We keep your order data for up to 7 years to comply with HMRC requirements. Marketing preferences and non-transactional data are held for no longer than is necessary for the purpose it was collected.
Your Rights
Under UK GDPR, you have the right to:
- Access the personal data we hold about you
- Request correction of inaccurate data
- Request deletion of your data (subject to legal retention requirements)
- Object to or restrict certain types of processing
- Withdraw consent for marketing at any time
- Lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk
To exercise any of these rights, please contact us at support@settusfree.org.uk.
Data Security
We take reasonable technical and organisational measures to protect your personal data. Our website uses SSL encryption, and access to customer data is strictly limited within our team.
Third-Party Links
Our website may contain links to external sites. We’re not responsible for the privacy practices of those sites, and we encourage you to read their privacy policies.
Section 4
Cookie Policy
Last updated: April 2025
Like most websites, Heavenly Paws uses cookies. This policy explains what cookies are, which ones we use, and how you can manage them.
What Are Cookies
Cookies are small text files stored on your device when you visit a website. They help the site remember things about your visit — such as items in your basket, your preferences, or whether you’ve accepted our cookie notice.
Cookies We Use
Essential Cookies
These are necessary for our website to function. Without them, things like your shopping basket or the checkout process won’t work properly. You cannot opt out of essential cookies.
- woocommerce_cart_hash — remembers the contents of your basket
- woocommerce_items_in_cart — indicates whether your basket contains items
- wp_woocommerce_session_* — stores your session information during checkout
- wordpress_logged_in_* — identifies you if you have an account and are logged in
Analytics Cookies
We use Google Analytics to understand how visitors use our site — which pages are most popular, how long people stay, and where they come from. This helps us improve the experience for everyone. The data collected is anonymised and aggregated.
- _ga — distinguishes users (expires after 2 years)
- _ga_* — maintains session state (expires after 2 years)
- _gid — distinguishes users (expires after 24 hours)
Marketing & Preference Cookies
If you’ve interacted with social sharing buttons or have opted in to marketing, we or our partners may set additional cookies to track the effectiveness of campaigns. These are set only with your consent.
Managing Your Cookie Preferences
When you first visit our site, you’ll be shown a cookie notice where you can choose which types of cookie to accept. You can update your preferences at any time by clearing your cookies and revisiting the site.
You can also manage cookies directly in your browser settings. Most browsers allow you to:
- See which cookies have been set
- Delete individual or all cookies
- Block cookies from specific websites
- Block all cookies from any website
Please be aware that disabling essential cookies may affect how our website functions. For more information about managing cookies, visit aboutcookies.org.
More Information
If you have any questions about our use of cookies, please get in touch at support@settusfree.org.uk.
