Legal
Terms of sale
Written to be read. These terms apply to anything you buy from Maison Royal & Paw through this website or the concierge. Nothing here reduces the rights you have under the law of the country you live in.
Version 1.1 · 1 November 2026 · Applies to the United Kingdom and the United Arab Emirates. Other markets will have their own terms before sales open there.
1. Who we are
Maison Royal & Paw is a trading name of Pet Dentist L.L.C-FZ, a company licensed in the Meydan Free Zone, Dubai, United Arab Emirates, registered office Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai. Our licence details and contact details are on the company details page. "We", "us" and "the Maison" mean that company. "You" means the person placing an order.
2. Prices and tax
Prices are shown in pounds sterling (GBP) and United Arab Emirates dirhams (AED). Every price shown includes the tax that applies to the delivery country: UK VAT at the prevailing rate for deliveries to the United Kingdom, and UAE VAT at 5% for deliveries to the United Arab Emirates. Delivery charges, where any apply, are shown before you pay and are never added afterwards. The price you pay is the price shown at the moment you confirm your order. If we discover a genuine pricing error before dispatch, we will tell you and you may cancel at no cost.
The Maison does not run sales, discounts or promotional codes. Member privileges under Le Cercle are governed by the membership terms.
3. Ordering
An order is placed when you confirm payment. We acknowledge it by email. A contract is formed when we confirm dispatch, or, for a bespoke commission, when we confirm the commission in writing. You may check out as a guest; an account is offered only after payment and never required. Payment is taken by a PCI DSS certified processor with strong customer authentication; we never see or store your full card details.
4. Delivery
Delivery estimates, costs and the carriers we use are set out on the delivery and returns page and shown again before you pay. Risk passes to you on delivery to the address you gave. For deliveries to the United Arab Emirates, the price shown includes customs duty and VAT; nothing further is payable on arrival.
5. Cancellation and returns
United Kingdom. You may cancel an order for standard goods for any reason within 14 days of receiving them, and return them within a further 14 days. We refund the price and the standard delivery charge within 14 days of receiving the goods back, or of your proof of posting. The right does not apply to sealed cosmetic or hygiene products once the seal is broken, or to bespoke, made-to-measure or personalised pieces once work has begun (see section 7); we tell you this before you order.
United Arab Emirates. You may return standard goods within 14 days of delivery, unused and in their original sealed packaging, for a refund or exchange. Sealed cosmetic products that have been opened, and bespoke pieces, are excluded. Your rights under Federal Law No. 15 of 2020 on Consumer Protection are not affected.
How to return, who pays the return carriage and the return address are on the delivery and returns page.
6. Faulty goods
If anything arrives damaged, is not as described or develops a fault, tell the concierge. In the United Kingdom your rights under the Consumer Rights Act 2015 apply: a full refund within 30 days, and repair or replacement after that. In the United Arab Emirates your rights under the consumer protection law apply. We may ask for a photograph to speed things up, and we pay return carriage for faulty goods.
7. Bespoke and made-to-order pieces
A bespoke or made-to-order piece is made for one animal alone. Before work begins we confirm in writing the piece, the measurements, the total price, the lead time, the deposit and the date from which the piece is in production. Until that date you may cancel in full. From that date the statutory cancellation right does not apply, because the piece cannot be sold to anyone else. Fit adjustments in the first week of wear are included. If a piece is faulty, section 6 applies in full.
8. Gift cards
The Maison gift card is issued by Pet Dentist L.L.C-FZ in the amount the buyer chooses, in GBP or AED, as a numbered card or by email. It may be redeemed, in full or in part, against any goods or services the Maison sells through this website or the concierge in the United Kingdom or the United Arab Emirates, with any balance kept on the card. It is valid for 24 months from the date of issue; we tell the buyer and the recipient the expiry date when it is issued and remind the recipient before it. No fee is ever deducted from a gift card. It cannot be exchanged for cash, reloaded, or used to buy another gift card, except where the law of the recipient's country requires otherwise. A lost or stolen card is cancelled and reissued with its remaining balance once the recipient confirms the card number or the buyer's order details. Where goods bought with a gift card are returned under section 5 or 6, the refund is made to the gift card. The buyer may cancel an unredeemed gift card within 14 days of purchase for a full refund.
9. Using the rituals
Royal & Paw rituals are cosmetic grooming products for dogs and cats. They cleanse, condition and scent the coat. They are not veterinary medicines and do not treat, prevent or cure any condition. Follow the directions on each pack, keep products away from eyes, and stop and consult your veterinary surgeon if any irritation occurs. The full ingredient list is on every pack and on each ritual's page.
10. Liability
We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We do not exclude or limit liability for death or personal injury caused by negligence, for fraud, for defective products under the Consumer Protection Act 1987, or for anything else the law does not allow us to exclude. We are not responsible for losses that were not foreseeable, or for business losses; the Maison supplies goods for private use.
11. Complaints and disputes
Write to the concierge first; we aim to resolve every complaint within 14 days. In the United Kingdom, if we cannot agree, you may use an approved alternative dispute resolution provider, and these terms are governed by the law of England and Wales with the courts of England and Wales having jurisdiction, without prejudice to your right to bring proceedings where you live. In the United Arab Emirates, you may refer a complaint to the Dubai Department of Economy and Tourism's consumer protection service, and these terms are governed by the laws of the United Arab Emirates as applied in Dubai.
12. Changes
We may update these terms. The version that applies to your order is the one shown when you placed it. Each version is dated at the top.