Terms and conditions

By placing an order with us you are agreeing to the following.

Orders are non refundable once the customer has approved the rough design and materials have been ordered.

We do not offer a rush order service.

Bank transfer only.

If you have purchased a prototype item we do not offer refunds for these as they are not official products. The client accepts when going ahead with a prototype order that it may have flaws and will not necessarily be up to our usual high standards while the product is in the testing phase. Prototypes are charged at cost and therefore no profit is made from them.

Any drawn up designs are a rough sketch only and will not be exactly the same as the final product. This is due to letter ,font and size limitations with the embroidery process. If there need to be any significant changes from the agreed upon sketch the client will be spoken to before the product is embroidered.

In some cases, we may need to substitute materials to ensure the well-being of your dogs when producing your order. By placing your order, you acknowledge the possibility of a substitution during the process, although we strive to avoid it whenever possible. We may not be able to determine if a substitution is necessary until the order is nearly finished, which is why clients are only informed after the order is completed.

If a client has paid extra for an item that cannot be included in the final product, we will refund the additional fee. For example, if the embroidery chosen is complex the back of it would create a rough surface that could irritate the dog's back, we would use breathable cotton instead of mesh and refund the client £3 for the mesh add-on after completing the order. 

If specific/correct measurements are not given we are not responsible if the items sizing is incorrect for your needs. We allow clients to provide measurements and work to said measurements. If measurements are not given then we will do our best with the information we have.

Our settle mats are handcrafted, which may result in slight variations in size. The actual dimensions may differ by up to 5 cm from the specified measurements.

The design presented on the approved order form is what you will receive. If there are any discrepancies or concerns regarding its appearance, please notify us prior to granting your approval.

If a client is not happy with the final product but has approved the mock up designed we will not be responsible for correcting it provided it is as close to the mock up as possible.

Mal's Pals retains the right to reproduce previously created items as often as requested by future clients, except in cases where a client has supplied a copyrighted logo or artwork. In such instances, we must obtain written permission from the original owner before proceeding with any production.

All orders are hand made and therefore will have discrepancies between each items exact size and shape.

Logos and artwork that are copyrighted must have permission to be used.

Clients must discuss their needs with us before an order is placed due to design restrictions,copyright laws and ethics.

Free repairs for the product's lifespan are provided unless damaged by the user. The customer is responsible for postage and packing both ways.

We have the right to refuse service to anyone who we believe to have been involved in any antisocial behaviour or are conducting unethical practices with their dogs. (This does not apply to the Force Free vs Balanced debate)

Scammers will be exposed and reported to the relevant authorities.

The embroidery on settle mats may exhibit slight inconsistencies due to the type of material used. While we strive to minimize these variations, the soft and bouncy nature of the fabric can lead to challenges in embroidery. To address this, we will limit embroidery to lettering only, as the fabric tends to distort images.

We are not liable for any user damage to the items purchased from us if they have been used in any way other than their intended purpose.

We do not offer payment plans at this time and no work will begin until payment is made in full. This is because materials must be ordered.

We are not responsible for any injuries resulting from misuse of our products.

Mal's Pals does not provide guarantees for weight-bearing items or attachments and assumes no liability for any breakage during use. This includes D rings for lead attachment and handle attachments for grounding activities. When attaching a lead to the vest, it is essential that the dog is heel trained to prevent pulling, which can lead to skin irritation and potential damage to the vest. The lead attachment is designed solely for small dogs and should not be used with larger breeds. Mal's Pals is not responsible for repairs to vests damaged in weight-bearing areas or for any accidents, injuries, or damages resulting from item failure.

We will avoid manufacturing any item intended for a lead to pass through, as this may cause friction and reduce the product's durability at the lead entry point.

All items are sent via Royal Mail Tracked. If the item is lost by Royal Mail, the client must inform us within 1 month of confirmation of dispatch and we will put in a claim on the client's behalf. We are not responsible for refunding the client if the item is lost in the post and it is down to Royal Mail's discretion as to whether they refund for the lost item. If they do refund Mal's Pals for the lost item we will forward this refund to the client. Lost postage is a very rare occurrence but on the rare occasion that an item is lost, we will endeavour to do our utmost to acquire a refund on the client's behalf for the full value of the item and postage from Royal Mail. 

Due to the nature of my illness, we do not work to set timescales. There may be a fluctuation in timescales depending on illness flare-ups, appointments, and material availability. We will always aim to get your item out within 3 weeks of the materials arriving, but due to the nature of my disability, this cannot be guaranteed. If there’s a hold-up in the materials arriving, it will also extend the overall wait time.

If a client displays hostility or rudeness while we are working on their product, we may need to cancel the order. In such cases, the client will not receive a refund. Prior to taking this step, we will issue a warning regarding their behavior.

We prioritize the protection of intellectual property rights and appreciate the value of original creative work. To ensure compliance, we source our embroidery files exclusively from licensed embroidery companies. These companies provide us with the necessary rights to use the files on our small business items, as long as they are not mass-produced. We have full confidence in the companies we purchase from, trusting that they have obtained the relevant rights to sell these designs. If you believe that your work has been used illegally on our products, please contact us with the details so that we can assist you in identifying the source of the file and taking appropriate action. We are committed to resolving any copyright issues that may arise and will respect your wishes if you prefer your design not to be used on our products.

As of December 13, 2024, we regret to inform you that, in light of the new EU GPSR legislation, we will no longer be able to ship orders to the following 27 EU countries. As a small business, meeting the necessary compliance requirements has proven to be quite challenging.

The affected countries are: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Northern Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.

Furthermore, due to insurance restrictions, we are also unable to ship to the United States or Canada.