Terms of Service
Willow & Porter is wholly owned subsidiary brand of The Dog’s Way Ltd, which is legally registered on Companies House, Company Number 11938202.
For those who wish to contact us, you can do so using our email address customerservice@willowandporter.com, or by writing to our address:
Willow & Porter
PO Box 209, York, YO7 9DL
Intellectual Property and Copyright
The full contents of this website, including but not limited to written works, photographs, videos, and other digital content are original materials owned wholly by us (The Dog’s Way Ltd) and protected under copyright law. We take the unauthorised use of our intellectual property extremely seriously. Please be aware that we will always take legal action against any individual or party which copies any of our content without express permission.
Purchasing Goods - Appropriate Use
When purchasing a product from Willow & Porter, you understand and agree that you have made an assessment of suitability for your needs, based on the product information advertised, and make the purchase with the understanding that you are capable and confident in your ability to use it in a way which is appropriate for yourself and your dog.
Returning Goods
Our returns policy is really simple:
If you purchase one of our leads, and you decide that it is not the right product for you and your dog, you can return it in a resalable condition within 30 days of your product delivery date. A refund will be issued on receipt of goods, or proof of postage.
We are a small company with a deep care for attention to detail. Every single one of our leads is checked and hand packaged by us - so we know what
condition they leave us in. So if you change your mind, and you return it in the same condition that you bought it, we will be happy to refund you.
What does resalable mean?
A lead which isn’t muddy, stained, or otherwise dirty.
A lead which isn’t covered in chew marks or in multiple pieces.
A lead that hasn’t been trailed along the beach or through the woods for a couple of weeks before you change your mind!
Organising a refund:
It doesn’t need to be in its original packaging - though if you’re feeling eco- friendly, we recommend it. We don’t necessarily need an order number, as long as we have some way of identifying your purchase. Just send an email to customerservice@willowandporter.com and we’ll be happy to assist.
Faulty Goods
As mentioned, every single one of our leads is checked and hand packaged by us, to try and ensure that your lead arrives to you in perfect condition. However, we absolutely appreciate that there might be something we miss, and sometimes products can get damaged in transit.
If you are concerned that your product may have arrived to you in less-than- perfect condition, or that it may have a fault - you must contact us within 7 days of your product delivery date. We will ask you to send photos of the issue with your product, so that we can offer you the best resolution possible - normally either a replacement, or the option to return for a refund.
If you are concerned your lead may be faulty, please email us at customerservice@willowandporter.com and we’ll be happy to assist.
The life of your lead after 30 days
We haven’t designed indestructible leads which will stay in perfect condition - we would be disappointed if they did. We have designed leads that are soft and comfortable as much as they are strong, and materials which age gracefully, just like our dogs do. We fully expect that your lead will get muddy and the leather will wear and scuff. The Cotton will soften and expand over time. Our leads are designed to be used and enjoyed, and taken on adventures.
Everyone lives differently and uses their leads differently. We are confident that the overwhelming majority of our customers will love our leads as much as we do. However, if after many seasons of use that isn’t the case - you’re
welcome to get in contact and share your feedback. We look forward to hearing from you.
Website Content and Customer Use
We endeavour to ensure that the information provided on our website is correct at time of publishing, as well as being truthful and accurate. We often provide educational content to aid you in better understanding our products and how to use them, as well as putting a great deal of time and care into ensuring our website is functionally sound and easy to use.
However, there may sometimes be occasions where mistakes are made either by ourselves or our manufacturing partners. In these instances we reserve the right to correct and amend information at the earliest opportunity, and where permitted by UK/EU law we disclaim all warranties, express or implied terms, advice and descriptions, as to the accuracy of information on this website.
Please take the opportunity to independently verify any information provided on our website, as well as the reviews left by previous customers, before committing to a purchase. We will not be liable for any loss, damage or injury which results from the use of the website or the information it contains.
Placement, Acceptance and Payment
When using this website, you can add and amend items to the contents of your cart at any time, prior to committing to a payment at checkout. A confirmation email will be sent to you once your order has been processed. We do our very best to ensure an accurate product inventory online, however due to the online-only nature of our business, we can only formally accept orders and agree to a contract of supply once your item is ready to dispatch - so as to avoid any confusion in the event that a technical issue enables you to place an order for a product which is out of stock. By extension, we reserve the right to cancel or decline any order placed through our website, at any time and for any reason at our absolute discretion - either before or after payment has been made by you, the customer.
When making a purchase from our web store, you agree that the information you provide is truthful and accurate. Please be aware that we cannot be held responsible for any issues or delays with delivery as a result of incorrect or inaccurate information being supplied.
Once an order has been placed, and payment received, we will endeavour to post your product(s) out to you within 48 business hours, with UK delivery between 3-5 days. Once an order has been shipped, you will no longer be able to amend the products in the order. If you have placed an order which has not yet been shipped, and you need to amend it, please email us at customerservice@willowandporter.com as soon as possible to give us the best chance of assisting you.
Payments are processed through our Third Party Provider, ‘Stripe’ (https:// stripe.com/gb) who accept most major UK credit and debit cards. All orders must be paid for before goods are dispatched to you, without exception. We do not store any credit or debit card information - this is handled directly by our payment provider.
