Terms of service

TERMS OF SERVICE

Last updated: 21 October 2026

1. WHO WE ARE
Tailstead is a trading name of Acerville Sparks Limited, registered in England and Wales under company number 09411384. Our registered office is Suite RA01, 195-197 Wood Street, London, E17 3NU. VAT registration number: 487016084. You can contact us at admin@tailstead.co.uk.

2. THESE TERMS
These terms apply when you use tailstead.co.uk or buy products from us. They should be read with our Privacy Policy, Shipping Policy and Return and Refund Policy. Nothing in these terms limits your statutory consumer rights.

3. PRODUCTS
We take reasonable care to describe products accurately. Colours can vary by screen and natural or handmade materials may have minor variations. Measurements are approximate unless stated otherwise. Product suitability depends on the individual animal, so please check the stated dimensions, weight guidance and safety information before ordering.

4. ORDERS AND CONTRACT FORMATION
Submitting an order is an offer to buy. We will send an acknowledgement after checkout, but a binding contract is formed only when we confirm dispatch. We may decline or cancel an order before dispatch if a product is unavailable, details are incorrect, payment is not authorised or we reasonably suspect fraud. If we cancel an order after payment, we will refund the amount paid.

5. PRICES, VAT AND PAYMENT
Prices are shown in pounds sterling and include UK VAT where applicable. Delivery charges are shown before you place the order. Payment must be authorised at checkout using an available payment method. We may correct an obvious pricing error before accepting an order and will give you the choice to proceed at the correct price or cancel.

6. DELIVERY
We currently deliver to addresses we make available at checkout. Dispatch and delivery dates are estimates unless we expressly agree a guaranteed date. Risk passes to you when the goods are delivered to you or a person you nominate. Orders are prepared and dispatched by AW, a third-party fulfilment provider located in the UK. Our London address is our registered business and correspondence address, not a dispatch warehouse. Tailstead remains your retailer and responsible for your order. Please see our Shipping Policy for the total delivery estimate, current charges and postcode eligibility.

7. CANCELLATION, RETURNS AND FAULTY GOODS
UK consumers may usually cancel an online order within 14 days after receiving the goods, subject to legal exceptions. After notifying us, eligible goods must normally be returned within 14 days. Goods should be handled only as necessary to establish their nature, characteristics and functioning. We may reduce a refund for loss in value caused by excessive handling. Your rights where goods are faulty, damaged, not as described or not fit for purpose are not affected. Please follow our Return and Refund Policy and contact admin@tailstead.co.uk before returning anything.

8. PET SAFETY
No accessory is indestructible. Supervise use where appropriate, inspect products regularly for wear or damage and stop using an item if it becomes unsafe. Harnesses, leads, bowls and beds must be selected and used according to the product information and your pet's size and behaviour. Product information is not veterinary advice.

9. LIABILITY
We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or breach of your statutory rights. We are not responsible for losses that were not foreseeable when the contract was formed or for business losses arising from a consumer purchase.

10. WEBSITE USE AND INTELLECTUAL PROPERTY
You may use this website for personal shopping and information. Site content, branding and design are protected by intellectual-property rights belonging to us, our licensors or product suppliers. You must not misuse the website, interfere with its operation or reproduce protected material without permission.

11. PERSONAL INFORMATION
We handle personal information as described in our Privacy Policy. Shopify and other service providers process information needed to operate the store, take payment and fulfil orders.

12. EVENTS OUTSIDE OUR CONTROL
Events outside our reasonable control may affect delivery, but do not remove your statutory rights, including rights to cancel where goods are not delivered as required by law. We will take reasonable steps to reduce the effect and will contact you where a material delay affects your order.

13. CHANGES
The terms applying to your purchase are those shown when you place the order. We may update these website terms for future use, including to reflect legal or operational changes.

14. GOVERNING LAW
These terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory protections and may bring proceedings in the courts available under applicable consumer law.

15. CONTACT
Questions about these terms or an order should be sent to admin@tailstead.co.uk or posted to Acerville Sparks Limited, Suite RA01, 195-197 Wood Street, London, E17 3NU.