HIPETY

Terms of Service

Last updated: 24 May 2026

PLEASE READ THESE TERMS CAREFULLY BEFORE USING THE HIPETY WEBSITE OR PLACING AN ORDER. BY USING OUR WEBSITE OR PURCHASING FROM US, YOU AGREE TO THESE TERMS. IF YOU DO NOT AGREE, PLEASE DO NOT USE OUR SERVICES.

1. Who we are

Hipety is a UK-based pet brand that sells premium pet products 
online, operated by Hipety Ltd, a company registered in England 
and Wales. We are not a physical retail store. All orders are 
fulfilled and delivered directly to your address in the United 
Kingdom.

Contact us:
Email: hello@hipety.com
Customer support: support@hipety.com
Phone: +44 7476 639120
Registered Office: 128 City Road, London, EC1V 2NX

Customer Support Hours:
Monday – Friday: 9:00 AM – 6:00 PM (GMT)
Saturday: 10:00 AM – 4:00 PM (GMT)

2. Accepting these terms

By visiting our website, creating an account, or placing an order, you confirm that:

You are at least 18 years old, or have the permission of a parent or legal guardian

You have read and understood these Terms of Service

You agree to be bound by these terms and our Privacy Policy

We reserve the right to update these Terms at any time. The latest version will always be available on our website. Continued use of our website after changes are posted means you accept the updated Terms.

3. Products and pricing

3.1 Product descriptions

We make every effort to display our products accurately, including descriptions, images, and specifications. However, we do not guarantee that all product descriptions are completely accurate, complete, or error-free. If a product you receive is significantly different from its description, you may return it under our Returns Policy.

3.2 Pricing

All prices on the Hipety website are displayed in British Pounds Sterling (GBP) and are inclusive of VAT where applicable. We reserve the right to change prices at any time without notice. The price you pay is the price shown at the time you complete your order.

3.3 Availability

All products are subject to availability. If an item you have ordered is out of stock, we will notify you by email and offer you a full refund or an alternative product.

4. Ordering

4.1 Placing an order

When you place an order on the Hipety website, you are making an offer to purchase the selected products. Your order is not confirmed until you receive an order confirmation email from us.

4.2 Order confirmation

After placing your order, you will receive:

An order confirmation email immediately after purchase

A shipping confirmation email with tracking details once your order has been dispatched

Please check your spam folder if you do not receive these emails within 24 hours of ordering.

4.3 Cancellations

You may cancel your order within 24 hours of placing it by  emailing support@hipety.com. After this window, your order may  already be processed for dispatch and cannot be cancelled.

In this case, you can return the item once received under our  Returns Policy.

5. Payment

We currently accept the following payment methods:
Visa and Mastercard (credit and debit)
Google Pay

We may add further payment methods at checkout in future. All  payments are processed securely through Stripe. Hipety does not  store your full card details. By placing an order, you confirm  that you are authorised to use the payment method provided.

If a payment is flagged as fraudulent or unauthorised, we reserve  the right to cancel the order and report the matter to the  relevant authorities.

6. Delivery

6.1 Delivery times

We aim to deliver all UK orders within the timeframe stated on our website at the time of purchase. Delivery times are estimates and may vary due to circumstances beyond our control, including courier delays or high demand periods.

6.2 Delivery address

You are responsible for providing an accurate and complete delivery address. Hipety is not liable for orders that are lost or delayed due to an incorrect address provided by the customer.

6.3 Failed delivery

If a delivery attempt fails and the parcel is returned to us, we  will contact you to arrange redelivery. You will be responsible  for covering the cost of reshipping the order.

7. Returns and refunds

"you have the right to cancel your order and return most items 
within 30 days of receiving them, in line with our Returns Policy"

7.1 How to return an item

"Email us at support@hipety.com within 30 days of receiving your order"

Include your order number and reason for return

Return the item in its original, unused condition and packaging

You are responsible for the cost of return postage unless the item is faulty or incorrect

7.2 Refunds

Once we receive and inspect your return, we will process your refund within 5 days. Refunds will be issued to your original payment method. We reserve the right to deduct the cost of return postage from your refund if you use our prepaid label service.

7.3 Non-returnable items

The following items cannot be returned for hygiene or safety reasons:

• Opened pet food or treats

• Personalised or custom-made products

• Items that have been used or damaged by the customer

7.4 Faulty or incorrect items

If you receive a faulty or incorrect item, please contact us at support@hipety.com within 48 hours of delivery. We will arrange a free return and send you a replacement or issue a full refund, including any original delivery charges.

8. Your responsibilities

When using the Hipety website, you agree NOT to:

• Provide false or misleading information when placing an order or creating an account

• Use our website for any unlawful purpose

• Attempt to gain unauthorised access to our systems or another user's account

• Post or submit any content that is harmful, offensive, or violates any law

• Use our website to infringe the intellectual property rights of Hipety or any third party

We reserve the right to suspend or terminate your account if you breach any of these responsibilities.

9. Intellectual property

All content on the Hipety website — including but not limited to the brand name, logo, product images, descriptions, and design — is the property of Hipety or its licensors and is protected by UK and international intellectual property laws.

You may not copy, reproduce, distribute, or use any of our content without our prior written permission.

10. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY UK LAW, HIPETY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES ARISING FROM YOUR USE OF OUR WEBSITE OR PRODUCTS. OUR TOTAL LIABILITY TO YOU SHALL NOT EXCEED THE AMOUNT YOU PAID FOR YOUR ORDER.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law.

11. Governing law

These Terms of Service are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or your use of the Hipety website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer in Scotland or Northern Ireland, you may also have rights under the law of your home country.

12. Dispute resolution

If you have a complaint or dispute, please contact us first at hello@hipety.com. We will do our best to resolve any issue within 5 working days.

If we are unable to resolve your complaint, you may refer the matter to an alternative dispute resolution (ADR) body. In the UK, you can also contact:

• Citizens Advice Consumer Service: www.citizensadvice.org.uk

• Trading Standards: via your local council

• The Online Dispute Resolution (ODR) platform: www.ec.europa.eu/odr

13. Contact us

If you have any questions about these Terms of Service, please 
contact us:

General enquiries: hello@hipety.com
Order support: support@hipety.com
Phone: +44 7476 639120
Registered Office: Hipety Ltd, 128 City Road, London, EC1V 2NX