These terms apply when a consumer buys goods from The Golden Haus through this website. They do not remove or limit any rights you have under UK consumer law.
1. About us
The Golden Haus is the trading name of Owen Lea-Porter, a sole trader.
Business address:
56 Carisbrooke Drive
Southport
Merseyside
PR9 7JD
United Kingdom
Email: woof@thegoldenhaus.co.uk
2. Products, prices and orders
We try to describe and display products accurately. Colours and appearance can vary slightly between screens and, for handmade or produced-to-order items, minor variations may occur where they do not affect the product’s essential description or quality.
Prices are shown in pounds sterling. Any applicable delivery charge will be shown before you complete checkout.
Placing an order is an offer to buy. We may decline or cancel an order where, for example, a product is unavailable, there is an obvious pricing or description error, payment cannot be authorised, we reasonably suspect fraud, or we cannot lawfully fulfil it. If we cancel after taking payment, we will refund the relevant amount.
3. UK delivery
We currently sell and deliver within the United Kingdom only. Estimated delivery information will be shown on the site or during checkout where available.
Unless a different timeframe has been agreed, consumer law generally requires goods to be delivered without undue delay and within 30 days of the contract being made. Delays can occasionally occur for reasons outside our reasonable control, particularly where an item is made or produced to order.
Risk in the goods passes to you when you, or a person you nominate, takes physical possession of them.
4. Change-of-mind cancellations and returns
For most standard goods bought online, you normally have 14 days from the day after you receive the goods to tell us you want to cancel. You then normally have a further 14 days to return the goods.
To cancel, email woof@thegoldenhaus.co.uk with your name and order details. We will tell you where and how to return the item.
Unless the item is faulty, damaged or misdescribed, you are normally responsible for the direct cost of returning it. Please take reasonable care of goods while they are with you. We may be entitled to reduce a refund where handling goes beyond what would reasonably be allowed when inspecting the goods.
Where a valid cancellation right applies, we will refund the price paid and the cost of our least expensive standard outbound delivery option, subject to the applicable legal rules. Refunds are normally made using the original payment method.
5. Print-on-demand, bespoke and personalised goods
Print-on-demand does not automatically mean an item is non-returnable. If an item is a standard design that is simply manufactured after you order it, the usual distance-selling cancellation rights generally still apply.
However, the statutory change-of-mind cancellation right does not normally apply to goods that are made to your specifications or clearly personalised. Examples could include an item printed with your dog’s name, photograph or other customer-supplied personalisation.
This exception does not remove your rights if a personalised or made-to-order item is faulty, not as described or otherwise fails to meet the standards required by consumer law.
6. Faulty, damaged or incorrect goods
Your legal rights are separate from any change-of-mind return policy. Goods must be of satisfactory quality, fit for their usual or agreed purpose and match their description.
If an item arrives faulty, damaged, incorrect or materially not as described, contact us as soon as possible at woof@thegoldenhaus.co.uk. Depending on the circumstances and your legal rights, the remedy may include a refund, repair or replacement.
7. Product use and safety
Please follow any product instructions, sizing guidance, age recommendations, supervision guidance and safety warnings supplied with a product. No dog toy or accessory should be assumed indestructible. Stop using a product if it becomes damaged or unsafe.
8. Intellectual property
The Golden Haus name, branding, website design, original copy, photography and other original materials on this site are protected by applicable intellectual-property rights. You may use the website for personal shopping and browsing, but must not reproduce or commercially exploit our original material without permission.
9. Our responsibility to you
Nothing in these terms excludes or limits liability where it would be unlawful to do so, or affects your statutory consumer rights. We are not responsible for losses that were not reasonably foreseeable when the contract was made or for business losses arising from a consumer purchase.
10. Events outside our control
We are not responsible for delay or failure caused by events genuinely outside our reasonable control, but this does not remove any rights you have under consumer law, including rights relating to delivery.
11. Complaints
If something has gone wrong, please email woof@thegoldenhaus.co.uk. We would rather have the opportunity to put it right.
12. Governing law
These terms are governed by the laws of England and Wales. If you live elsewhere in the UK, you retain any mandatory consumer protections and rights to bring proceedings available to you under applicable law.