HIPETY

Terms of Service

Last updated: 12 October 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 an online pet brand operated by Hipety Ltd, a company registered in England and Wales (Registered office: 128 City Road, London, EC1V 2NX). Our team manages the business remotely, and orders are fulfilled by our third-party fulfilment partner and shipped to the UK from China. We are not a physical retail store.

Contact us:
Email: hello@hipety.com
Customer support: support@hipety.com
Phone: +44 7476 639120

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

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 may update these Terms from time to time. The latest version will always be available on our website. The Terms in force at the time you place your order apply to that order.

3. Products and pricing

3.1 Product descriptions
We make every effort to display our products accurately, including descriptions, images and specifications. If a product you receive does not match its description, you are entitled to a remedy under the Consumer Rights Act 2015, as set out in our Return & Refund Policy.

3.2 Pricing
All prices are displayed in British Pounds Sterling (GBP) and include VAT where applicable. Standard UK delivery is free. For orders with a total value over £135, UK import VAT and, where applicable, customs duty may be collected by the courier before delivery — see section 5 of our Shipping Policy. We may change prices at any time, but the price you pay is the price shown when you complete your order.

3.3 Availability
All products are subject to availability. If an item you have ordered is unavailable, 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, you are making an offer to purchase the selected products. Your order is confirmed when 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 before it is dispatched by emailing support@hipety.com — we recommend contacting us within 24 hours of ordering, as orders are usually processed quickly. If your order has already been dispatched, you can return it once received under our Return & Refund Policy.

This does not affect your statutory right to cancel within 14 days of delivery under the Consumer Contracts Regulations 2013.

5. Payment

The payment methods available for your order are shown at checkout. Payments are processed securely by our payment provider, and 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
Orders are shipped to the UK from our fulfilment partner in China. Estimated delivery is 6–18 business days from your order, as set out in our Shipping Policy. Delivery times are estimates and may vary due to circumstances beyond our control, such as carrier delays or peak 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 our fulfilment partner, we will contact you to arrange redelivery. If the delivery failed because of an incorrect address or because the parcel was not collected, you will be responsible for the cost of reshipping the order.

7. Returns and refunds

You can return most items within 30 days of delivery, in line with our Return & Refund Policy.

7.1 How to return an item
- Email us at support@hipety.com within 30 days of delivery
- Include your order number and the reason for your return
- Return the item unused and in its original condition, to the address we provide
- For change-of-mind returns, you are responsible for the cost of return postage, including international postage to our fulfilment partner's returns centre in China. Return postage is free if the item is faulty, damaged or incorrect.

7.2 Refunds
Once we receive and inspect your return, we will process your refund within 5 business days. Refunds are issued to your original payment method.

7.3 Non-returnable items
- Personalised or custom-made products
- Sealed hygiene items that have been unsealed and used, unless faulty or not as described

7.4 Faulty, damaged or incorrect items
If you receive a damaged or incorrect item, please contact us at support@hipety.com within 7 days of delivery; for faults, within 30 days of delivery. We will send a replacement or issue a full refund, and in most cases we will not ask you to return the item.

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 unlawful
- 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 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 or consequential loss arising from your use of our website or products, and 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, for fraud, or for any other liability that cannot be excluded under UK law, and nothing in these Terms affects your statutory rights as a consumer.

11. Governing law

These Terms are governed by the laws of England and Wales. Any disputes are subject to the jurisdiction of the courts of England and Wales. If you are a consumer in Scotland or Northern Ireland, you may also bring proceedings in your home country.

12. Complaints

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

If we cannot resolve your complaint, we will let you know whether we agree to use an alternative dispute resolution (ADR) provider. You can also get free advice from:
- Citizens Advice Consumer Service: www.citizensadvice.org.uk
- Trading Standards: via your local council

13. Contact us

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