Terms of service

Terms of Service

Last updated: 1 October 2026
Contact: support@kindsnout.com

Welcome to Kindsnout. These Terms of Service explain the conditions that apply when you use our website or purchase products from us. Please read them before placing an order. You may save or print a copy for your records.

1. About Us and These Terms

Kindsnout is operated by KINDSNOUT LTD, a company registered in England and Wales under company number 16679287.

Our registered office is 128 City Road, London, EC1V 2NX, United Kingdom. Our online store is hosted by Shopify.

These terms apply to purchases made by consumers for personal or household use. If you wish to purchase for resale or another business purpose, please contact us before ordering.

Nothing in these terms limits or excludes any consumer rights that cannot lawfully be limited or excluded.

2. Product Information

We aim to provide clear and accurate product descriptions, photographs, dimensions and care information. Please review the selected size, colour, quantity and other options before completing your purchase.

Colours may appear slightly different depending on your screen and lighting. Where a product has variations in finish or dimensions, we will describe these as clearly as reasonably possible. Such variations do not remove your right to receive goods that are of satisfactory quality, fit for their purpose and as described.

Plants, pots and other styling accessories shown in photographs are not included unless the product description specifically says otherwise.

Outdoor suitability and care requirements vary by product. Please follow the instructions provided for the item you purchase, including any advice about frost, prolonged moisture, cleaning or seasonal storage.

3. Placing and Accepting Orders

To place an order, you must have the legal capacity to enter into a purchase contract and be authorised to use your chosen payment method.

Please check your order details, contact information and delivery address before submitting your order. Submitting an order is an offer to purchase the selected products. A contract is formed when we send your order confirmation email.

Before accepting an order, we may be unable to proceed because an item is unavailable, payment cannot be authorised, or there is a reasonable concern about an unauthorised transaction. If this happens, we will let you know and promptly refund any payment we have taken for the unaccepted order.

If a problem arises after we have accepted your order, we will contact you to explain it and discuss an appropriate solution. We will not substitute a different product or charge a higher price without your agreement.

Acceptance or dispatch of an order does not, by itself, remove your cancellation or return rights.

4. Prices and Payment

Prices are displayed in British Pounds (GBP). The total amount payable, including applicable taxes that we collect and any delivery charges, will be shown before you complete your purchase.

We currently offer free standard tracked UK delivery with no minimum order value. Any optional delivery services or charges for other destinations will be shown at checkout where available.

We may change prices or promotions for future orders. These changes do not alter the price of an order we have already accepted.

If we discover a pricing or product information error affecting your order, we will contact you promptly. We will explain the error and seek your agreement before making any material change to the order, or arrange cancellation and a refund where appropriate and permitted by law.

Available payment methods are displayed at checkout. Please provide accurate billing information so that your payment and order can be processed.

5. Delivery and Tracking

Orders are usually prepared for dispatch within 2–3 business days. Business days are Monday to Friday, excluding UK bank holidays.

For UK orders, estimated delivery is generally 9–15 calendar days from the date of your order, including processing time. Any different estimate for a particular item will be disclosed before purchase.

These timeframes are estimates. If we become aware of a significant delay, we will contact you with the information available and explain the next steps.

Unless a different delivery period has been agreed with you, we will deliver within 30 calendar days. Your legal rights relating to late or undelivered goods remain unaffected.

We will send tracking information once your order is dispatched. Tracking updates may take some time to appear after the carrier receives the parcel.

Where we arrange delivery, the goods remain our responsibility until they are physically received by you or a person you have nominated to accept them.

Delivery to destinations outside the UK is available only where supported at checkout. Please review our Shipping Policy for delivery availability, charges, tracking guidance and information about any applicable import charges.

6. Cancellation and Change-of-Mind Returns

For eligible standard, non-personalised products, we offer a 30-day change-of-mind return window, starting the day after you receive your goods. This extends the statutory cancellation period available to UK consumers.

To cancel or request a return, email support@kindsnout.com with your order number and a clear statement of your request. A reason is not required for an eligible change-of-mind cancellation.

Please contact us for the appropriate return address and instructions. Any return reference or authorisation process is intended to help identify your parcel and does not make your statutory cancellation rights dependent on our approval.

Unless we agree a longer period or arrange collection, please send the goods back within 14 calendar days of notifying us that you wish to cancel.

You may inspect goods as you reasonably would in a shop. Where permitted by law, a deduction may be made for a loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

You are responsible for the direct return postage costs of an ordinary change-of-mind return. Please retain proof of postage. Refund amounts, delivery charge refunds and refund deadlines are explained in our Return & Refund Policy.

7. Faulty, Damaged or Incorrect Goods

If an item arrives damaged, is incorrect, develops a fault or does not match its description, please contact us so that we can help. Include your order number and a description of the issue. Photographs may help us assess the problem where they are practical to provide.

Depending on the circumstances, you may be entitled to a refund, repair or replacement under applicable consumer law. We will cover reasonable return costs where goods are faulty, damaged or incorrect.

Our Safe-Arrival Guarantee provides a replacement at no extra cost for goods damaged in transit. This is additional to, and does not replace, any right you have to a refund or another legal remedy.

The 30-day change-of-mind return window does not limit your statutory rights relating to faulty or misdescribed goods. Those rights may continue after that period.

8. Personalised or Bespoke Products

If we offer a product made to your individual specifications or clearly personalised for you, the usual change-of-mind cancellation right may not apply. Any such restriction will be explained before you place your order.

Selecting a standard size, colour or bundle does not, by itself, make a product personalised. Any applicable personalisation exception does not affect your rights if the goods are faulty, damaged or not as described.

9. Shopify and Third-Party Services

Shopify provides the ecommerce platform that allows us to operate this store. When you purchase from this website, your sales contract is with KINDSNOUT LTD.

We use service providers to support activities such as payments, delivery and customer communications. Their involvement does not remove our responsibilities to you as the seller.

Our website may contain links to independently operated websites. Those websites have their own terms and privacy policies. Nothing in this section limits any rights you may have against us or another provider under applicable law.

10. Privacy and Personal Information

Our Privacy Policy explains how personal information is collected, used and shared when you browse our website, place an order or contact us.

Shopify also processes certain personal information in connection with providing its services. Further information is available in Shopify’s Privacy Policy .

Agreement to these terms does not, by itself, constitute consent to optional marketing or other processing for which separate consent is required.

11. Reviews, Photographs and Customer Content

Reviews should reflect a genuine experience with the relevant product or our service. Please do not submit fabricated reviews, impersonate another person or upload content that infringes someone else’s rights.

You retain ownership of the reviews, photographs and other content you create. When you submit content for public display on our store, you give us permission to host, reproduce and display it for that purpose, subject to applicable law.

We may make minor formatting adjustments without changing the meaning of a review. We may moderate content that is unlawful, abusive, misleading, irrelevant or infringes another person’s rights. We do not remove a genuine review solely because it is negative.

Any use of customer content in separate advertising campaigns will be subject to any additional permissions required by law.

12. Website Use and Intellectual Property

Website designs, branding, text and other materials belong to KINDSNOUT LTD or their respective owners. You may browse the website and save or print information for personal use, including your order records, these terms and our policies.

Commercial reproduction or redistribution requires permission from the relevant rights holder, except where permitted by law.

You must not misuse the website, attempt unauthorised access, introduce malicious software or interfere with its operation. If you create an account, please take reasonable steps to keep your login details secure and tell us if you suspect misuse.

We may temporarily restrict access where reasonably necessary for maintenance, security or to address misuse. Such restrictions do not remove your rights relating to existing orders, returns or refunds.

13. Our Responsibility to You

We are responsible for foreseeable loss or damage caused by our breach of these terms or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is an obvious consequence or if both you and we knew it might happen when the contract was made.

We do not exclude or limit liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and breaches of your statutory rights relating to the goods.

Website interruptions, third-party service issues or events outside our reasonable control do not automatically remove our obligations concerning goods you have purchased. We will take reasonable steps to address problems and explain any available remedies.

14. Changes to These Terms

We may update these terms to reflect changes to our services, business practices or legal requirements. The revised version and its update date will be published on this page.

The terms in effect when you place an order apply to that order. Later changes will not retrospectively reduce your rights under an existing contract, unless a change is required by law or you expressly agree to it.

If a term is found to be unlawful or unenforceable, the remaining terms will continue to apply where they can operate without it. A delay in enforcing a right does not mean that right has been waived.

15. Complaints and Applicable Law

If you have a concern about your order or our service, please email support@kindsnout.com. We aim to respond within 1–2 business days and will work with you to find an appropriate resolution.

These terms are governed by the laws of England and Wales. This does not remove any mandatory consumer protections that apply in the country where you normally live.

You may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of your home jurisdiction. Any other rights you have under applicable law to use your local courts remain unaffected.

16. Contact Information

Trading name: Kindsnout
Legal company name: KINDSNOUT LTD
Company registration number: 16679287
Email: support@kindsnout.com
Telephone: +44 7849 159690
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom

Our registered office may be used for written correspondence. It is not our designated parcel return address. For product returns, please contact us to receive the appropriate return address and instructions.