Terms & Conditions
Effective from 22 June 2026
1. These Consumer Terms & Conditions (Terms)
1.1 What these Terms cover. These are the Terms and conditions on which Pillow Wad Limited (we, us, our) will supply products to you (you, your) through our website pillow-wad.co.uk (the Website) and if you (as a private consumer) purchase our products directly from us.
1.2 Why you should read them. Please read the Terms carefully before you submit your order to us. These Terms tell you who we are, how we will supply products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. Should you have any queries in relation to any matter set out in these Terms, please do not hesitate to contact us and we will seek to clarify the matter of concern. By using the Website or any of our services you agree to be bound by the following Terms. If you do not agree to be bound by these Terms and conditions, please do not use the Website.
2. Information about us and how to contact us
2.1 Who we are. We are Pillow Wad Limited a company registered in England and Wales. Our company registration number is 03746415 and our registered office and trading address are at Rookery Farm, Hinton-In-The-Hedges, Brackley, Northamptonshire, NN13 5NF. Our registered VAT number is GB729581891.
2.2 How to contact us. You can contact us by telephoning our customer service team at 01280 703 055 or by writing to us at [email protected] or the address referenced above.
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you supply to us in your order.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these Terms, this includes emails.
3. Our contract with you
3.1 Your order. Before submitting your order for products please ensure it is complete and accurate. We will supply our products in accordance with your order. You are responsible for ensuring that the Terms of your order are complete and accurate.
3.2 How we will accept your order. Our acceptance of your order will take place when we email you to accept it or otherwise communicate our acceptance of your order, at which point a contract will come into existence between you and us (Contract).
3.3 Subscribe & Save. If you choose to use our Subscribe & Save service, you authorise us to supply the selected products automatically at the frequency you choose until your subscription is cancelled. You may manage or cancel your subscription at any time through your online account on our Website or by contacting us. Further information about managing your subscription is set out in clause 5.
3.4 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the Product is out of stock, because we have identified an error in the price or description of the Product or because we are unable to meet a delivery deadline you have specified.
3.5 We only sell within Great Britain. Our Website is intended solely for the promotion and sale of our products to customers within Great Britain. We currently accept orders for delivery to addresses in England, Scotland and Wales, including the Scottish Highlands and Islands. Additional delivery charges may apply to certain postcodes or remote areas and will be shown during checkout before you place your order.
We do not currently accept orders for delivery to Northern Ireland, the Republic of Ireland, the Channel Islands, the Isle of Man, or any addresses outside Great Britain.
3.6 You must be at least 18 years of age to place any orders and purchase products on the Website. A parent or guardian is required to accept these Terms and Conditions and place any orders for any person aged below 18. People aged under 18 may otherwise use the Website only with the consent and supervision of a parent or guardian.
3.7 Other promotions, vouchers & competitions. From time to time, we (or selected third parties) may include competitions, promotions, vouchers or other offers on the Website. Each such offer and or voucher shall be subject to its own express Terms, however, each offer or promotion will be subject to availability at all times, and we reserve our rights to reject or cancel any vouchers or promotional codes which we have reason to believe have been abused, forged, defaced or otherwise tampered with and/or take any further action we consider appropriate (including technical and/or legal action) in accordance with clause 9. Your statutory rights are not affected.
3.8 Only one voucher, coupon, discount or promotional code may be used during a purchase unless otherwise stated. Customers choosing to use our Subscribe & Save service may not also use any voucher, coupon or discount with their regular order unless otherwise stated.
4. Our Products
4.1 Supply of products. We will supply our products in all material respects in accordance with your order.
4.2 Our products. Our Products are described on our Website pillow-wad.co.uk.
4.3 Changes to specification. We reserve the right to amend the specification of a product if required by any applicable statutory or regulatory requirements or to improve the quality of the product or to implement minor technical changes. If we have to make more significant changes, we will notify you and you may then contact us to end the contract before the change takes effect and receive a refund for any products paid for but not received.
4.4 Products may vary from their pictures. The images of our products on our Website are for illustrative purposes only. Whilst we make every effort to ensure the images accurately represent the products we supply, many of our products are made from natural grasses, herbs and other plant materials. As a result, colour, texture, cut, shape and overall appearance may vary from the images shown.
We take great care to ensure our products are packed to the stated weight or size. However, due to the nature of natural products and the packing process, slight variations may occasionally occur.
4.5 Product packaging may vary. The packaging of a product may vary from that shown in images on our Website.
4.6 Compliance with our storage and use instructions. It is important that you follow any instructions we provide regarding the storage and use of our products. As many of our products are made from natural materials, they should be stored in a cool, dry place, away from direct sunlight and, wherever possible, indoors. If products are stored outdoors, they must be adequately protected from the elements and kept in conditions that remain cool and dry.
We cannot accept responsibility for any deterioration in quality, damage or loss resulting from products that have not been stored or used in accordance with these instructions.
4.7 Nature of our product. Our products are made from natural grasses, herbs and other plant materials. As a result, they are subject to natural variation in colour, texture, length, aroma and appearance. Whilst we take great care to produce products of a consistent quality, seasonal growing conditions, harvesting and processing may result in differences between batches.
We operate quality control procedures throughout our production process and take all reasonable steps to minimise the presence of foreign objects. However, as our products are produced from natural agricultural materials, small natural or incidental items, such as sticks, seed heads or thistles, may occasionally be present.
For the safety of your animals, we recommend inspecting all products before use and removing any unsuitable material.
4.8 Our responsibility. We will not be responsible for any loss or damage you incur if you fail to comply with your obligations under clauses 4.6 and 4.7.
4.9 Availability of natural products. As many of our products are made from natural agricultural materials, availability may vary throughout the year. We reserve the right to limit quantities, temporarily withdraw products, or substitute packaging where necessary due to seasonal availability, crop conditions, supply issues or other circumstances beyond our reasonable control.
4.10 Responsible use of our products. Our products are intended for use with animals, but every animal is different. It is your responsibility to ensure that any product you purchase is suitable for your animal, taking into account its species, breed, age, health and individual needs. Any changes to your animal’s diet or environment should be introduced gradually and appropriately. If you are unsure whether a product is suitable for your animal, or if your animal has any underlying health condition, we recommend seeking advice from a suitably qualified veterinary professional before use.
Whilst we take great care in the production and quality control of our products, they are made from natural agricultural materials and should always be inspected by the owner before use or feeding. As the owner or person responsible for the animal, you remain responsible for supervising its use of our products and removing any material that you consider unsuitable.
5. Managing your subscription and making changes to your order
5.1 Managing your subscription. If you use our Subscribe & Save service, it is your responsibility to manage your subscription to ensure it continues to meet your requirements.
You can manage your subscription at any time by logging into your online account on our Website, where you can view your next order date, payment date and subscription details.
We will normally send you a Renewal Order Confirmation approximately four working days (Monday to Friday (excluding public holidays) (Working Day) before payment is taken for your next scheduled order. This email is provided as a courtesy only and should not be relied upon as the sole reminder of an upcoming payment or order.
It is your responsibility to ensure that your contact details, payment method and delivery information remain accurate and up to date, to check your emails (including your junk or spam folder where appropriate) and to make any changes to, or cancel, your subscription before the cut-off date specified in your Renewal Order Confirmation or within your online account.
Once the applicable cut-off date has passed, we may be unable to amend or cancel your upcoming order. Where an order has entered processing or has been dispatched, cancellation or a refund may not be possible in accordance with these Terms.
5.2 Changes to your subscription. Subject to the applicable cut-off date, you may amend your subscription by logging into your online account on our Website or by contacting us. Depending on the options available at the time, you may be able to change the products included in your subscription, alter the frequency of deliveries, skip or delay a scheduled order, or cancel your subscription.
Any request received after the applicable cut-off date may not be processed until the following scheduled order.
5.3 Changes to one-off orders. If you have placed a one-off order (rather than a subscription order) and wish to make a change, please contact us as soon as possible. We will let you know whether the requested change is possible.
If we are able to make the requested change, we will tell you about any resulting changes to the price, the timing of delivery or any other matters affected by your request. We will only make the change once you have confirmed that you wish to proceed.
6. Delivery of our Product
6.1 When we will supply the products. During the order process we will let you know when we will supply the products to you. If you receive product using our subscription service, we will inform you during the order process of the intervals at which products will be delivered to you and will also tell you when and how you can end the Contract. If you have any special requests in relation to the delivery of your items, you must specify them at the time of purchase.
6.1(a) Orders placed through our Website by 12.00pm on a Working Day are normally processed and dispatched on the same Working Day. Orders placed after 12.00pm on a Friday, or over a weekend or bank holiday, will normally be processed on the next Working Day. Whilst the majority of orders are delivered on the next Working Day, delivery times are estimates only and are dependent on our third-party delivery partners. Please see clause 6.4 for further information.
6.2 If the products are a one-off supply. We will deliver the products to you as soon as possible and in any event within 30 days after the day on which we accept your order.
6.3 If the products are a subscription to receive products. We will supply the products to you until either the subscription expires (if applicable) or you end the Contract in accordance with the Terms or we end the Contract by written notice to you as described in clause 9.
6.4 We are not responsible for delay outside of our control. If our supply of product is delayed by an event outside of our control, then where reasonably practicable, we will endeavour to contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.
Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and receive a refund for any products you have paid for but not received.
6.5 Delivery costs. Delivery charges will be shown during the checkout process before you place your order. Delivery charges may vary depending on the delivery address, postcode area, parcel size, weight, delivery service selected and any applicable remote-area or courier surcharge.
6.6 Collection. Collection may only be made by pre-arranged appointment.
6.7 If you are not at home when the product is delivered. We use external delivery companies. Please comply with any instructions provided by them. If no one is available at your address to take delivery and the product cannot be posted through your letterbox, the delivery company will provide instructions about whether a further delivery attempt will be made or whether you must collect your product from a specified depot or location.
6.8 Safe place deliveries. Where you ask us or our delivery partner to leave your order in a designated safe place or with a neighbour, delivery will be deemed to have taken place once the order has been delivered in accordance with those instructions. Responsibility for the products will pass to you at that time.
6.9 If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from our premises or the delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may cancel your order and clause 9.2 will apply.
6.10 When you become responsible for the products. The products will be your responsibility from the time we deliver the product to the address you gave us or you or you collect it from us.
6.11 When you own the products. You own the products once we have received payment in full.
7. Cancelling your order and your consumer rights
7.1 You can always ask to cancel your order with us. Your rights when you cancel an order will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to cancel:
7.1.1 If what you have bought is faulty or misdescribed you may have a legal right to cancel your order (or to get the product replaced or to get some or all of your money back), see clause 10;
7.1.2 If you want to cancel your order because of something we have done or have told you we are going to do, see clause 7.2;
7.1.3 If you have just changed your mind about the product, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any products;
7.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.6.
7.2 Cancelling because of something we have done or are going to do. If you cancel your order for one of the reasons set out in clauses 7.2.1 to 7.2.4 below, your order will be cancelled immediately and we will refund you in full for any products that have not been supplied. You may also have other legal rights, including, where applicable, the right to claim compensation.
The reasons are:
7.2.1 we have told you about an upcoming change to the product or these Terms which you do not agree to;
7.2.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
7.2.3 there is a risk that supply of the products may be significantly delayed because of events outside our control;
7.2.4 you have a legal right to end the contract because of something we have done wrong.
7.3 Changing your mind (Consumer Contracts Regulations 2013). For many products purchased online, you have a legal right to change your mind within 14 days and receive a refund. However, this right does not apply to all products. Please read clause 7.4 carefully, as many of the natural products we supply are excluded from the statutory right to cancel once they have been opened.
7.4 When you don’t have the right to change your mind under the Consumer Contracts Regulations 2013. You do not have a right to change your mind in respect of:
7.4.1 products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. This exclusion applies to many of the products we supply, including most feed, bedding and forage products where the seal has been broken after delivery;
7.4.2 any products which become mixed inseparably with other items after their delivery.
7.5 How long do I have to change my mind?.
7.5.1 One-off purchases – as long as the product remains sealed, unused and in a re-sellable condition, you have 14 days after the day you (or someone you nominate) receives the products, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the products.
7.5.2 If you receive products through our subscription service – as long as the product remains sealed, unused and in a re-sellable condition, you have until 14 days after the day you (or someone you nominate) receives the first delivery of the products. You may use the Model Cancellation Form set out in the Schedule to these Terms to exercise your right to change your mind or see clause 8.
7.6 Cancelling your order where we are not at fault and there is no legal right to change your mind. If you ask to cancel your order where you do not have a legal right to do so, please contact us as soon as possible. We will consider your request and let you know whether cancellation is possible.
If we agree to cancel your order, we may deduct or charge you for any reasonable costs we have already incurred, including where your order has entered processing, has been packed or has already been dispatched.
8. How to cancel your order or return products (including if you have changed your mind)
8.1 Tell us you wish to cancel your order. To cancel your order, please let us know by doing one of the following:
8.1.1 Phone or email. Call customer services or email us. Please provide your name, home address, details of the order and, where available, your phone number and email address.
8.1.2 Online. Complete the Contact Us form on our Website.
8.1.3 By post. Simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
8.2 Returning products after cancelling your order. If you cancel your order for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the product in person or post them back to us at the address stated above or (if they are not suitable for posting) allow us to collect them from you. Please call customer services or email us to arrange collection. If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to cancel your order.
8.3 When we will pay the costs of return. We will pay the costs of return:
8.3.1 if the products are faulty or misdescribed;
8.3.2 if you are cancelling your order because we have told you of an upcoming change to the product or these Terms, an error in pricing or description, an unreasonable delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
8.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.
8.5 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
8.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
8.6.1 we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
8.6.2 the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
8.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind, then:
8.7.1 if we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 8.2.
8.7.2 in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
9. When we may cancel your order or subscription
9.1 We may cancel your order if you:
9.1.1 do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
9.1.2 do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
9.2 You must compensate us if you breach this Contract. If we cancel your order or subscription in the situations set out in clause 9.1 we will refund any money you have paid in advance for products we have not supplied but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
9.3 We may withdraw the product. We may write to you by email or post to let you know that we are going to stop providing the product. We will let you know in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be supplied.
10. If there is a problem with the product
10.1 How to tell us about problems. If you have any questions or complaints about any product, please contact us. You can telephone our customer service team or write to us by email or post or complete the Contact Us form on our Website.
10.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these Terms will affect your legal rights.
10.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection.
11. Price and payment
11.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order page when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order.
11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
11.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may cancel your order, refund you any sums you have paid and require the return of any products supplied to you.
11.4 When you must pay and how you must pay. We accept payment with all major debit and credit cards. Payment may also be made using PayPal, Apple and Google Pay. You must pay for the products before we dispatch them.
12. Our responsibility for loss or damage suffered by you
12.1 We are responsible for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products, including the right to receive products which are: as described and match information we supplied to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us and for defective products under the Consumer Protection Act 1987
12.3 Business purchases. These Terms apply only to purchases made by consumers. If you purchase our products for commercial, business or resale purposes, these Terms will not apply. Business purchases are subject to our separate business Terms and conditions, where applicable.
13. How we may use your personal information
13.1 How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.
13.2 The Website may include links to other websites or resources. We have no control over the content of these websites and are not liable in any way for their content.
13.3 Reviews and content shared with us. If you submit a review, photograph, video or other content to us, whether through our Website, by email or via social media, you confirm that you have the right to share that content and that it does not infringe the rights of any third party. By submitting such content, you grant us a non-exclusive, royalty-free licence to use, reproduce and display it for the purposes of promoting our products and services, unless you ask us to remove it.
By tagging Pillow Wad or responding positively to our request to share your content, you grant us permission to repost that content on our Website, social media channels and other marketing materials.
13.4 We reserve the right not to publish, or to remove, any review or other content that we reasonably consider to be unlawful, offensive, misleading, defamatory or otherwise inappropriate.
14. Intellectual Property
14.1 All content (including but not limited to logos, text, data compilations, graphics, icons, images, photographs, audio clips, sounds, music and software, and any combination of these) of the Website is either owned or licensed to us, and is protected by applicable copyright laws around the world. All such rights are reserved.
14.2 The Pillow Wad trade mark and all other marks, trade names, service marks, brand names, business names, illustrations, logos, prints which appear on the products on the Website or their packaging, whether registered or unregistered are ours and are protected by applicable trade mark laws around the world. All rights are reserved.
14.3 All other intellectual property in or connected to the Website, our products, or any related packaging, stationery, marketing material, or in any other way are either ours or licensed to us and such rights are protected by the applicable laws around the world.
14.4 Your use of the Website and its contents grants no rights to you in relation to any copyright, designs, trademarks and all other intellectual property and material rights relating to its content including our Software and all HTML and other code contained in this Website. You are permitted to access and make personal use of the Website but such use is limited and does not include the right to:
- use the Website in any way which may prejudice or damage our reputation or that of Pillow Wad Ltd;
- use the Website for any commercial or business purposes;
- reproduce or redistribute the Website or any of its contents for commercial or business purposes;
- take any action that may impose an unreasonable burden or load on our infrastructure.
14.5 We do not guarantee that the content of the Website is accurate or error-free. We do not promise that the functional aspects of the Website will be error free or that the Website, its contents, nor the server that makes it available are free of viruses or other harmful components. We always recommend that all users of the Internet ensure they have up to date virus checking software installed.
14.6 Any opinions, advice or views expressed in customer reviews, blog articles, guest content or other third-party contributions published on our Website or social media channels are those of the individual author and do not necessarily reflect the views of Pillow Wad Limited. Whilst we take reasonable care when publishing such content, we do not accept responsibility for the accuracy, completeness or reliability of opinions expressed by third parties. If you have any concerns about content published on our Website, please contact us using the details set out in these Terms.
15. Other important Terms
15.1 Assignment and other dealing. We may at any time transfer our rights and obligations under these Terms to another organisation. You may not transfer any of your rights or obligations under these Terms without our written consent.
15.2 Third party rights. This contract is between you and us. No other person shall have any rights to enforce any of its Terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
15.3 Severability. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
15.4 Waiver. If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
15.5 Law. These Terms and any Contract between you and us are governed by the laws of England and Wales.
15.6 Changes to these Terms. We may update these Terms from time to time to reflect changes in the law, our products, our services or the way we operate. The Terms in force at the time you place your order will apply to that order.
Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the Contract)
To:
Pillow Wad Limited
Rookery Farm
Hinton in The Hedges
Brackley
Northampton
NN13 5NF
Email: [email protected]
I/We hereby give you notice that I/We cancel my/our contract of sale of the following products:-
Ordered on:
Name of customer(s):
Address of customer(s):
Signature of customer(s) (only if this form is notified on paper)
Date: