Legal

Terms & Conditions

Last updated: 27/04/2026

These terms set out the agreement between you and us when you buy something from strollhound.com. We've kept them as plain as we sensibly can.

By placing an order, you agree to them. Nothing in these terms takes away the rights you already have under UK consumer law — they simply explain how those rights apply to a purchase from us, and add a few details about how we'll look after you.

If anything here is unclear, please write to us at contact@strollhound.com. We'd rather answer a question than have you wonder.

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1. Who we are

Strollhound is the trading name of EI Sami Guerninouche, a sole-trader business registered in France.

Throughout these terms, "we", "us" and "our" mean Strollhound. "You" and "your" mean the person buying from us.

2. Where we sell

For now, we only deliver within the United Kingdom — England, Scotland, Wales and Northern Ireland. If you're outside the UK and would like to be notified when we open up to your country, please write to us and we'll keep you in mind.

These terms apply to consumer purchases (people buying for personal use, not for resale or business). If you're a vet, a hydrotherapist, a rescue, or a trade buyer, please write to us at contact@strollhound.com — we have separate terms for trade.

3. How an order works

When you place an order on strollhound.com, this is what happens, step by step:

1. You add items to your basket and proceed to checkout.
2. You enter your delivery address, choose a shipping option, and review the total — including any taxes and the shipping cost — before confirming.
3. You pay. At this point, your order is placed but the contract between us isn't complete yet.
4. We send an automatic email confirming we've received your order. This is a receipt, not the contract.
5. When we send your parcel, we email you a despatch confirmation. That's the moment the contract is formed between us.

If we can't fulfil your order — for example, if an item turns out to be out of stock — we'll let you know promptly and refund you in full. We won't despatch part of an order without telling you.

Very occasionally, a price or product description on the site may be wrong. If we spot a clear error before your order ships, we'll contact you to confirm whether you'd like to proceed at the corrected price or cancel for a full refund.

4. Prices and payment

All prices on the site are in pounds sterling (GBP) and include UK VAT at the applicable rate where relevant. The price you see at checkout is the price you pay — there are no hidden fees, surcharges or surprise additions.

We accept payment by major debit and credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and PayPal, through our secure payment processors (Shopify Payments and PayPal). We never see or store your full card details.

Payment is taken when you place your order, not when we despatch it. If your payment is declined, the order doesn't go through, and we won't despatch anything.

5. Delivery

We despatch orders from a UK warehouse, usually within one working day of receiving them. Delivery is by Royal Mail Tracked 48 or DPD, depending on the size and weight of your parcel.

Delivery times are working days (Monday to Friday, excluding UK bank holidays). They are estimates given to us by the courier — most parcels arrive on time, but very occasionally a delivery takes a little longer for reasons outside our control. If your parcel hasn't arrived within seven working days of despatch, please write to us and we'll chase it up.

We aim to despatch every order within one working day, but at peak times (around Christmas, for example) it may take a little longer. We'll always let you know if we expect any delay.

Under UK consumer law, if we don't deliver your order within thirty days of the contract being formed (and we haven't agreed a longer time with you), you have the right to cancel and receive a full refund.

Risk and ownership. The goods become yours, and the risk of loss or damage passes to you, when you (or someone you've nominated, like a neighbour) take delivery of the parcel.

6. Your right to change your mind

Under the UK Consumer Contracts Regulations 2013, you have a legal right to cancel your order for any reason within fourteen days of receiving it.

We extend this to thirty days. If you change your mind for any reason — it doesn't fit, you've changed your mind about colour, your dog has decided he prefers the old harness — you've got thirty days from delivery to send it back and get a refund.

How to cancel. Write to us at contact@strollhound.com with your order number and a short note saying you'd like to return. You can use the model cancellation form below if you prefer, but a plain email is just as valid.

Condition of returns. We ask that returned items are in a re-saleable condition — unused, with original tags or packaging where possible. We understand you may need to try a harness on your dog briefly to check the fit; that's fine, and it doesn't affect your right to return. What we can't accept back are items that have clearly been used outdoors, washed, soiled, or modified.

Return shipping costs. We take a fair approach:

• If the product is faulty, damaged, or not what you ordered — we cover the return cost. Just write to us and we'll send a prepaid label.
• If you've simply changed your mind — you cover the return cost. We'd recommend a tracked service so it doesn't go missing.

Refunds. Once we've received your return and checked it's in good order, we issue your refund within fourteen days — usually within two or three. Refunds go back to the original payment method. We refund the price of the goods plus our original outbound shipping charge (if any), unless you're keeping part of the order, in which case we refund only the items being returned.

If we believe an item has been returned in a condition we couldn't reasonably expect to resell, we may reduce the refund to reflect that. We'll always tell you if that's the case before processing.

7. Faulty goods and your statutory rights

All our products are covered by your rights under the Consumer Rights Act 2015. In short, this Act says that any product we sell you must be:

• Of satisfactory quality — well made, fit for a reasonable lifespan, free from minor defects.
• Fit for purpose — suitable for what we said it was for.
• As described — matching the description, photos and specifications on the site.

If something isn't right, here's what your statutory rights look like in practice:

In any of these cases, we cover the cost of returning the faulty item. Write to us at contact@strollhound.com with your order number, a description of what's wrong, and a photo if it helps. We'll come back to you quickly with a prepaid return label.

Normal wear and tear. Our products are made for daily use by senior dogs, often big ones. They're built to last, but no harness or accessory lasts forever. Wear from regular, proper use isn't a fault.

8. Things we can't help with

There are a few situations where we can't accept a return or replacement, even within the thirty-day window:

• Items that have been altered, modified, or repaired by you or a third party.
• Items damaged by misuse, accident, or use outside what's described on the product page (for example, using a support harness as a tow strap, or letting a dog chew the product unsupervised).
• Hygiene-sealed items where the seal has been broken (we'll always say clearly on the product page if this applies).
• Personalised or custom-made items, unless they're faulty.

If you're unsure whether something we sold you can be returned, please write to us first. We'll always look at things honestly.

9. Product information and use

We work hard to describe and photograph our products accurately. Colours may appear slightly different on different screens, and a small amount of variation in handmade or natural-material elements is normal — and part of the character. Sizing, weight tolerances, and intended use are described on each product page; please read them before ordering, and write to us if anything's unclear.

A note on advice. We share guidance on caring for senior dogs in good faith, drawing on our own experience and the advice of vets and rehab specialists we trust. But we're not vets ourselves. If your dog has a specific medical condition — recent surgery, severe arthritis, neurological issues — please check with your vet before using any new mobility product. Our products are designed to support, not to substitute for veterinary care.

10. Privacy and cookies

How we look after your personal information is set out in our Privacy Policy, and how we use cookies in our Cookies Policy. Both are written in plain English. Please have a read.

11. Our liability

We're responsible for foreseeable loss and damage caused by us. If we fail to meet these terms, we're responsible for loss or damage you suffer that's a foreseeable result of our breaking this contract or our failing to use reasonable care and skill — but we're not responsible for loss or damage that isn't foreseeable.

Nothing in these terms limits or excludes our liability where it would be unlawful to do so — including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other matter for which liability cannot lawfully be limited.

We don't supply our products for business use. If you do use a product for any commercial purpose, we won't be liable to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12. Things outside our control

If our ability to fulfil our obligations is delayed or prevented by something outside our reasonable control — courier strikes, severe weather, supplier problems, public health emergencies — we'll contact you as soon as we reasonably can to let you know, and we'll do what we can to minimise the delay. If the delay becomes lengthy, you can choose to cancel your order and receive a full refund.

13. If something goes wrong

Please write to us first at contact@strollhound.com. Most things are quicker, easier and friendlier to sort out directly. We aim to respond to every complaint within five working days.

If we can't reach a resolution between us, you have the right to take the matter to court, or — for many disputes — to use a UK alternative dispute resolution (ADR) scheme. We're happy to engage with any reputable ADR body, though we're not required to do so. If you're a consumer in the UK, you can also contact Citizens Advice for free guidance.

14. Governing law and jurisdiction

These terms are governed by the laws of England and Wales, and any dispute relating to them will be heard in the courts of England and Wales.

If you live in Scotland or Northern Ireland, you can also bring a claim in the courts of the country where you live. And although our entity is registered in France, that doesn't take away any of the consumer protections you'd ordinarily have under UK law — those continue to apply in full.

15. Other practical bits

Changes to these terms. We may update these terms from time to time — when our processes change, when the law changes, or when we find a clearer way to put something. The date at the top tells you when they last changed. Whichever version of the terms was on the site at the moment you placed your order is the version that applies to that order.

If a clause doesn't apply. If a court finds part of these terms unenforceable, the rest of the terms still stand.

Transferring this contract. You can't transfer your rights under this contract to anyone else without our agreement. We may transfer ours (for example, if the business is ever sold), but we'll let you know if that happens, and your rights won't change.

Languages. The contract between us is in English, and we'll always communicate with you in English.

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Annex — Model cancellation form

You don't have to use this — a plain email saying you'd like to cancel is just as valid — but the law requires us to provide it. Copy the text below, fill in the details, and send to contact@strollhound.com:

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