Terms of service

Terms of Service

Last updated: 5 September 2026

Welcome to PityPetal.

These Terms of Service explain the terms that apply when you visit www.pitypetal.co.uk, browse our products, or place an order with us.

By using our website or purchasing from PityPetal, you agree to these Terms of Service together with our Privacy Policy, Shipping Policy and Return & Refund Policy.

Nothing in these Terms affects your statutory consumer rights.

1. About PityPetal

PityPetal is a UK-based independent jewellery business operated as a sole trader.

Trading name: PityPetal
Business address: 69 Shafton Road, Glasgow, Scotland G13 2NJ, United Kingdom
Email: info@pitypetal.co.uk
Website: www.pitypetal.co.uk

Our online store is hosted by Shopify, which provides the ecommerce platform that enables us to sell our products online.

2. Our Products

PityPetal sells handmade and carefully assembled jewellery and accessories, including earrings, bracelets and necklaces.

We take reasonable care to ensure that product descriptions, materials, measurements, colours, photographs and prices shown on our website are accurate.

However, because many of our items are handmade and may contain natural stones, beads or other individually produced components, small variations may occur between items.

Natural gemstones and beads may vary slightly in colour, pattern, shape or texture. These variations are part of their natural character and are not normally considered defects.

Colours may also appear slightly different depending on your screen or device settings.

3. Jewellery Materials and Care

Product pages describe the principal materials used in each item as accurately as reasonably possible.

Gold-plated and silver-plated jewellery naturally changes with wear over time. Exposure to water, perfume, cosmetics, lotions, chemicals, perspiration and humidity may shorten the life of plated finishes.

Customers should follow the care instructions provided with the product or shown on our website.

If you have known sensitivities or allergies to particular metals or jewellery materials, please review the product description carefully before purchasing and contact us if you require further information.

4. Prices

All prices displayed on our website are shown in GBP (£) unless otherwise stated.

The price you pay will be the price displayed when you place your order, subject to correction of any obvious pricing error.

Delivery charges, where applicable, are shown separately before you complete checkout.

For international orders, customs duties, import VAT or other local taxes may be payable in the destination country. Unless otherwise required by law, these charges are the responsibility of the customer.

5. Placing an Order

When you place an order through our website, you are offering to purchase the selected products.

After placing your order, you will normally receive an order confirmation email. This acknowledges that we have received your order.

We may decline or cancel an order where reasonably necessary, for example if:

A product is unavailable
There is an obvious pricing or product information error
Payment cannot be authorised
We reasonably suspect fraud or misuse
We cannot deliver to the address provided

If we cancel an order after payment has been taken, we will refund the relevant amount to your original payment method.

6. Payment

Payment must be completed using one of the payment methods offered at checkout.

You confirm that you are authorised to use the payment method provided.

Payments are processed through secure third-party payment providers supported by Shopify. PityPetal does not directly store full payment card information.

7. Order Processing

Unless otherwise stated on the relevant product page, orders are normally prepared and dispatched within 1–3 working days, Monday to Friday, excluding UK public holidays.

During particularly busy periods, such as Christmas, Valentine’s Day, Mother’s Day or promotional periods, processing may occasionally take longer.

If there is a significant delay affecting your order, we will make reasonable efforts to contact you.

8. Delivery

Our current delivery methods, prices and estimated delivery times are set out in our Shipping Policy.

Delivery estimates are not guarantees, as postal and courier delays may occasionally occur outside our reasonable control.

However, this does not affect any legal rights you may have where goods are not delivered within an agreed or legally required timeframe.

Risk in the goods remains with us until the goods are delivered to you, or to another person identified by you to receive them, except where you independently arrange a carrier that was not offered by us.

Please check your delivery address carefully when placing your order.

If you notice an error, contact us as soon as possible at info@pitypetal.co.uk. We cannot guarantee that an address can be changed after an order has been processed or dispatched.

9. Cancellations and Change-of-Mind Returns

For most online purchases, UK consumers have a legal right to notify us that they wish to cancel within 14 days after receiving the goods.

After notifying us of the cancellation, the goods should normally be returned within a further 14 days.

Full details about eligibility, return conditions, return postage and refunds are provided in our Return & Refund Policy.

For ordinary change-of-mind returns, the customer is responsible for return postage costs.

Certain legal exceptions may apply, including some personalised, custom-made or sealed hygiene-sensitive products.

Nothing in these Terms limits any statutory cancellation rights that apply to your purchase.

10. Faulty, Damaged or Incorrect Goods

We want all PityPetal products to reach you in satisfactory condition and to match their description.

If an item arrives faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible at:

info@pitypetal.co.uk

Please provide your order number and, where helpful, photographs showing the problem.

Your rights regarding faulty goods are protected by applicable UK consumer law. Depending on the circumstances, you may be entitled to a refund, repair or replacement.

These rights are separate from, and additional to, any change-of-mind return rights.

11. Refunds

Refunds are handled in accordance with our Return & Refund Policy.

Approved refunds will normally be made using the original payment method.

Where statutory cancellation rights apply, any refund will be made within the legally required timeframe.

We do not charge a restocking fee.

12. Personalised and Custom Products

Where we offer personalised, customised or made-to-order products that are produced specifically to your individual requirements, the usual change-of-mind cancellation right may not apply.

This does not affect your rights where an item is faulty, damaged or not as described.

Any relevant restriction will be explained before purchase where applicable.

13. Product Availability

All products are subject to availability.

Because many PityPetal products are handmade or made in small quantities, stock levels may be limited.

Adding an item to your shopping basket does not reserve that product.

If an item unexpectedly becomes unavailable after you have ordered it, we will contact you and provide an appropriate refund where payment has already been taken.

14. Promotions and Discount Codes

From time to time, PityPetal may offer promotions, discount codes or special offers.

Unless otherwise stated:

Promotions cannot be exchanged for cash
Discount codes must be entered before completing checkout
Only one discount may be applied where our checkout restricts combinations
Promotions may have stated expiry dates or product exclusions

Promotional conditions will not affect your statutory consumer rights.

Sale and discounted products have the same statutory rights regarding faulty or misdescribed goods as full-price products.

15. Gift Packaging

Where stated on our website, PityPetal jewellery may be supplied in gift-ready packaging at no additional charge.

Packaging style may vary depending on the item, size, availability and shipping requirements.

16. International Customers

We sell to selected countries outside the United Kingdom.

International customers are responsible for ensuring that the products ordered can lawfully be imported into their destination country.

Customs authorities may charge duties, VAT, handling fees or other import charges.

International delivery times may also be affected by customs processing.

Mandatory consumer rights that apply in your country are not excluded by these Terms.

17. Intellectual Property

Unless otherwise stated, the PityPetal name, logo, website design, photographs, product photographs, product descriptions, graphics, original designs and other content created by PityPetal are owned by or licensed to PityPetal.

You may view our website for your personal, non-commercial use.

You must not reproduce, distribute, sell, commercially exploit or substantially copy our original website content or product photography without our permission, except where permitted by law.

Third-party trademarks and content remain the property of their respective owners.

18. Reviews and Customer Content

If you voluntarily submit a product review, photograph, comment or other content to PityPetal, you confirm that:

The content is based on your genuine experience
It does not infringe another person's rights
It is not unlawful, abusive, defamatory or misleading

We may moderate or remove content where reasonably necessary.

We will not knowingly present fabricated customer reviews as genuine reviews.

19. Website Use

You must not misuse our website.

In particular, you must not knowingly:

Introduce viruses, malware or harmful code
Attempt unauthorised access to our website or systems
Use automated tools in a way that disrupts the website
Use our website for fraudulent or unlawful activity
Submit false or misleading information when placing an order

We may restrict access where reasonably necessary to protect our business, customers or website.

20. Third-Party Services

Our store is hosted by Shopify and may use other third-party providers for services such as payments, delivery, analytics and website functionality.

Those third parties may have their own terms and privacy policies.

The existence of a third-party service or link on our website does not mean that PityPetal controls every aspect of that third party's service.

21. Privacy and Personal Information

We process personal information in accordance with our Privacy Policy and applicable UK data protection law.

Our Privacy Policy explains what information we collect, why we use it, how long it may be retained, who it may be shared with and what rights you may have.

For privacy-related questions, contact:

info@pitypetal.co.uk

22. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of rights that cannot legally be excluded
Any other liability that cannot be excluded under applicable law

Subject to those protections, PityPetal is not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses arising from purchases made wholly for commercial purposes.

These Terms do not restrict your statutory rights as a consumer.

23. Events Outside Our Reasonable Control

We will not be responsible for delay or failure caused by circumstances genuinely outside our reasonable control, such as severe weather, postal disruption, transport disruption, natural disasters or major technical failures.

Where such an event materially affects an order, we will take reasonable steps to minimise its impact and communicate with you.

Your statutory rights remain unaffected.

24. Changes to These Terms

We may update these Terms from time to time to reflect changes to our business, website, services or applicable law.

The version in force when you place an order will normally apply to that order.

The latest version will always be available on our website.

25. Governing Law

These Terms are governed by the laws applicable in Scotland.

If you are a consumer living elsewhere in the United Kingdom or another country, you may also benefit from mandatory consumer protections provided by the laws of your place of residence.

Nothing in this section removes any right you may have to bring proceedings in a court that has jurisdiction under applicable consumer law.

26. Contact Us

If you have questions about these Terms, your order or any PityPetal product, please contact:

PityPetal
69 Shafton Road
Glasgow, Scotland G13 2NJ
United Kingdom

Email: info@pitypetal.co.uk