Terms & Conditions
The terms you agree to when you buy from us.
These terms
These terms apply to every order placed through this website. Placing an order means you accept them. We can change them, but the terms that apply to your order are the ones published at the moment you placed it, and we do not apply a later version to an earlier order. Nothing in these terms removes or reduces your statutory rights as a consumer, and where anything here conflicts with those rights, your rights win.
Who we are
Proper Kit is a sole trader business based in the United Kingdom. We are not a limited company, so there is no company number. We are not registered for VAT, so no VAT is charged on anything you buy and no VAT is included in the prices shown. You can reach us at support@properkit.store. We are based in Bedford, MK42 0SP, United Kingdom. To post anything to us, including a return, email support@properkit.store first and we will reply with the address to use.
Where we sell
We sell and deliver to addresses in the United Kingdom only. We are not currently able to accept orders for delivery elsewhere. If you place an order for delivery outside the United Kingdom we will cancel it and refund you in full rather than ship it.
Orders, and when a contract is formed
Placing an order is an offer to buy, not a completed purchase. We accept your offer when we send you a dispatch confirmation, and the contract is formed at that moment — not when you pay and not when you receive an order acknowledgement. Before dispatch we can decline an order: because an item is unavailable, because a price was listed in error, because we cannot make a personalised item to a standard we are willing to sell, or because we cannot verify the payment. If we decline, we refund you in full and owe you nothing further.
Prices and payment
Prices are in pounds sterling and are the total price of the goods. No VAT is added, because we are not VAT registered. Delivery is charged separately and is shown to you before you pay. If we find a pricing error before dispatch we will contact you, and you can confirm the corrected price or cancel for a full refund — we will not simply charge the higher amount. Payment is taken by card through Stripe. We never see, handle or store your card number.
Delivery and risk
Dispatch estimates are given honestly and are based on the longest lead time in your order. They are estimates, not guarantees, and a personalised item can take longer if the photograph needs a second look. Goods are at your risk once they are delivered to the address you gave us. They remain our property until we have been paid in full. If nothing has arrived and the estimated date has clearly passed, tell us and we will find out what happened.
Made-to-order items
Most of what we sell is made after you order it, in the material, colour and options you chose. Each piece is made one at a time rather than moulded in a factory: the colour varies slightly between batches, and the surface carries fine lines from the way it is built up. Both are features of how it is made rather than defects. Where we publish dimensions on a product page, those are what we make to.
Items made from your photograph
When you send us a photograph, a specialist service turns it into a digital model of your pet and a person then checks it. We send you a picture of it to look at, and nothing is made until you have approved it — approving it is what accepting the quote means, and the price and the picture are shown together. What you receive is a likeness rather than a scale replica, worked to match your photograph as closely as the photograph allows. We do not promise that any particular picture will produce a good piece: if yours will not, we will say so before you pay and ask for a better one, or refund you in full if you have already paid.
Your photograph, and your rights in it
You keep ownership of every photograph you send us. By sending one you give us permission to use it for the single purpose of producing your item — drawing it up, checking it, making your piece from it and dealing with any problem afterwards. We do not use your photographs in advertising, on the site, or anywhere else without asking you separately first. In return you confirm that the photograph is yours to send, or that you have permission from whoever owns it, and that it does not infringe anyone else’s rights. If someone brings a claim against us because that turns out not to be true, you agree to cover us for what that costs. What happens to the file afterwards is set out in our privacy policy.
What we will not make
We will not reproduce anything that infringes someone else’s copyright, trade mark or design right; anything depicting a person who has not agreed to it; weapons or their components; or anything unlawful. This is not a judgement about you — it is the line we hold for everyone. If we decline on these grounds you get a full refund, and we will say which of these applies.
Changing your mind, and faulty goods
Your right to cancel, the items that right does not cover, and what happens when something arrives faulty are all set out on our returns page, which forms part of these terms. In short: stocked and made-to-order items can be cancelled within 14 days of delivery; personalised items made from something you sent us cannot, because they cannot be sold to anyone else; and your rights when something is faulty apply to everything, personalised items included.
What these pieces are and are not suitable for
Our pieces are not suitable for load-bearing or safety-critical use, and we do not supply them for that purpose. Wall fixings are supplied for ordinary domestic walls; you are responsible for fitting them properly and for knowing what is behind the wall you are drilling into. If you tell us what a piece is for, we will say if we think it is better made some other way. If you do not tell us, that judgement is yours.
Our liability to you
We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded — which includes your rights under the Consumer Rights Act 2015 that goods be of satisfactory quality, fit for purpose and as described. Subject to that, our liability for any order is limited to the amount you paid for it. We are not liable for losses that were not a foreseeable result of us getting something wrong. If you are buying for business purposes, the consumer protections above do not apply to you, and we are not liable for loss of profit, loss of business or loss of data.
If something goes wrong
Email us at support@properkit.store and tell us the order number and what happened. We answer complaints within five working days, and we would much rather hear about a problem than have you take a poor experience quietly. If we cannot resolve it between us, you are free to take the matter to court; nothing here requires you to use any particular dispute service first.
Governing law
These terms are governed by the law of England and Wales and disputes fall to its courts. If you live in Scotland or Northern Ireland you keep the benefit of any mandatory consumer protections of your own jurisdiction, and you can bring proceedings there.
Age
You must be at least 18 to place an order, because the contract needs to be with someone who can enter into one.