Terms of service
Last updated: June 2026
1. About these terms
These Terms of Service govern your use of our website and the purchase of products from Lost In Hound Limited. Please read these Terms carefully before using our website or placing an order.
By using our website or placing an order, you agree to these Terms, our Privacy Policy, Cookie Policy, Return and Refund Policy, Shipping Policy, Contact Information and Legal Notice.
2. Company information
· Company name: Lost In Hound Limited
· Company number: 15584186
· Registered in: England and Wales
· Registered office: 283 Green Lanes, London, England, N13 4XS
· Website: https://www.lostinhound.co.uk
· Email: support@lostinhound.co.uk
· Returns address: 38 Northumberland Road, New Barnet, Herts, EN5 1ED
Our website is hosted and operated using Shopify. Shopify and other third-party providers may provide parts of the store, checkout, payment and fulfilment process.
3. Definitions
· "We", "us" and "our" mean Lost In Hound Limited.
· "You" and "your" mean the customer or website visitor.
· "Products" mean dog collars, leads and other dog accessories sold through our website.
· "Contract" means the contract between you and us for the purchase of products.
· "Consumer" means an individual acting for purposes outside their trade, business, craft or profession.
4. Eligibility to purchase
By placing an order, you confirm that you are at least 18 years old, legally capable of entering into a binding contract, and that the information you provide is accurate, complete and up to date.
5. Products and descriptions
We take reasonable care to ensure product descriptions, images, dimensions and specifications are accurate at the time of publication. However, colours may vary slightly from images shown on screen due to photography, device settings and monitor differences. Dimensions and weights are approximate unless stated otherwise.
Products are subject to availability. If an item becomes unavailable after you place an order, we will contact you and provide a refund or alternative option where available.
Our products are designed for use with dogs only. They must be used responsibly and under appropriate supervision. Please check collars, leads and accessories regularly for wear, chewing, damage or weakness. No collar, lead or dog accessory is indestructible. Products should not be used if they show signs of damage.
6. Orders and contract formation
Orders are placed through our Shopify-powered website. By completing checkout, you are making an offer to buy the selected products at the price shown.
A legally binding contract between you and us is formed only when we send you an order confirmation email accepting your order. If we are unable to accept your order, including because of product unavailability, an obvious pricing error, suspected fraud or an issue with payment authorisation, we will inform you and, where payment has been taken, arrange an appropriate refund.
7. Pricing and payment
Prices are shown in pounds sterling, GBP. Prices include VAT where applicable. Delivery charges are shown separately at checkout and added to your order total before payment is completed.
We accept the payment methods shown at checkout, which may include major credit and debit cards, PayPal and other Shopify-supported payment methods. Payments are processed securely by Shopify Payments or another designated payment provider. We do not store your full card details on our systems.
We may change prices at any time, but changes will not affect orders that have already been confirmed.
8. Delivery
Delivery information, including available delivery options, charges and estimated timescales, is set out in our Shipping Policy and shown at checkout.
We currently deliver within the United Kingdom. Unless we agree otherwise with you, goods will be delivered within 30 days of the order confirmation.
Risk in the products passes to you when they are delivered. Legal ownership passes to you once we have received full payment.
9. Returns, refunds and cancellations
Your legal cancellation rights and our returns process are set out in our Return and Refund Policy. Nothing in these Terms affects your statutory rights.
10. Care, use and safety
You are responsible for choosing products suitable for your dog's size, strength, temperament and intended use. If you are unsure whether a product is suitable, please contact us before use.
Products should be inspected before each use and replaced if there are signs of wear, damage, fraying, chewing, weakening or broken hardware. We accept no liability for loss or injury caused by misuse, lack of supervision, failure to inspect products, or use in a way that is inconsistent with the product's intended purpose.
11. Website use
You agree not to use our website for unlawful purposes, to transmit harmful code, to interfere with the operation of the website, or to attempt to gain unauthorised access to any part of the website, systems or data.
We may suspend, withdraw or restrict access to all or part of our website at any time where necessary for business, maintenance, security or legal reasons.
12. Intellectual property
All content on our website, including text, images, graphics, logos, product descriptions, branding and product designs, belongs to Lost In Hound Limited or its licensors and is protected by intellectual property laws.
You may not copy, reproduce, distribute, modify or use our website content for commercial purposes without our prior written consent.
13. Third-party links, tools and apps
Our website may include links to third-party websites, services, apps or social media platforms. We are not responsible for the content, availability, security or privacy practices of third-party websites or services.
14. Data protection
We process personal data in accordance with our Privacy Policy and Cookie Policy. Please read those documents to understand how we collect, use and share personal data.
15. Limitation of liability
Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any breach of your statutory rights.
Subject to the foregoing, our aggregate liability to you arising out of or in connection with an order shall not exceed the total amount paid by you for the relevant order. To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, consequential or special loss.
We accept no liability for loss or injury arising from misuse of products, failure to follow care or safety instructions, failure to inspect products, or use of products in a manner inconsistent with their intended purpose.
16. Events outside our control
We are not responsible for delays or failure to perform our obligations where caused by events outside our reasonable control, including courier disruption, severe weather, strikes, technical outages, supply-chain issues or other events beyond our control. We will contact you as soon as reasonably possible if this affects your order.
17. Complaints
If you have a complaint, please contact support@lostinhound.co.uk with your order number and a description of the issue. We aim to respond to complaints within 5 working days.
We are not obliged to participate in an alternative dispute resolution scheme, but we will consider any reasonable request to do so. You may also contact Citizens Advice for consumer guidance.
18. Governing law and jurisdiction
These Terms are governed by the laws of England and Wales. If you are a consumer, you may bring legal proceedings in the courts of England and Wales, or in the courts of the country where you live if different.
19. Changes to these Terms
We may update these Terms from time to time. The version in force at the time you place your order will apply to that order. We will update the last updated date when changes are made.
20. Severability
If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining parts will continue in full force and effect.