Contact us · Pawgress

Consumer care

The first route for anything about an order, a product, a delivery or a payment.

Consumer care email: Not yet supplied — a monitored e-mail address for consumer queries and complaints. Required by Legal Metrology (Packaged Commodities) Rules 2011, rule 6.
Consumer care phone: Not yet supplied — a reachable telephone number for consumer queries and complaints. Required by Consumer Protection (E-Commerce) Rules 2020, rule 4(3).

The rows marked above are open business dependencies, tracked in the project’s licence register. Nothing is filled in with a placeholder value: a plausible-looking registration number on a public listing is an offence, not a stand-in.

Grievance officer

If consumer care has not resolved something, it goes to the grievance officer — a named person, not a department.

Name: Not yet supplied — the name of the designated grievance officer. Required by Consumer Protection (E-Commerce) Rules 2020, rule 4(5).
Designation: Not yet supplied — the officer's designation within the business. Required by Consumer Protection (E-Commerce) Rules 2020, rule 4(5).
Email: Not yet supplied — an e-mail address that reaches the grievance officer. Required by Consumer Protection (E-Commerce) Rules 2020, rule 4(5).
Phone: Not yet supplied — a telephone number that reaches the grievance officer. Required by Consumer Protection (E-Commerce) Rules 2020, rule 4(5).

The rows marked above are open business dependencies, tracked in the project’s licence register. Nothing is filled in with a placeholder value: a plausible-looking registration number on a public listing is an offence, not a stand-in.

To be supplied by the business

A grievance officer has to be designated before this store sells to the public. The name, designation and contact details of that officer must be displayed on the site — a shared inbox in that slot does not discharge the requirement.

Required by Consumer Protection (E-Commerce) Rules 2020, rule 4(5)

This much is the law, not our policy

The rule sets the clock, not us: a consumer complaint must be acknowledged within forty-eight hours of receipt and redressed within one month. That obligation applies whether or not it is restated on a page like this one.

Consumer Protection (E-Commerce) Rules 2020, rule 4(5)

The entity behind this store

Pawgress is an own-inventory retailer, not a marketplace. There is no third-party seller behind a listing: the entity below is the seller on every order.

Registered name: Not yet supplied — the legal name of the entity that sells on this site. Required by Consumer Protection (E-Commerce) Rules 2020, rule 4(3).
Registered address: Not yet supplied — the principal geographic address of the headquarters, and of every branch and warehouse. Required by Consumer Protection (E-Commerce) Rules 2020, rule 4(3).
GSTIN: Not yet supplied — the GST registration number — compulsory for an e-commerce supplier from the first sale, at any turnover. Required by Central Goods and Services Tax Act 2017, s.24; CGST Rules 2017, rule 46.
FSSAI licence: Not yet supplied — the FSSAI licence number held by this business as a seller of packaged pet food. Required by Food Safety and Standards Act 2006 — licensing of a food e-commerce business.

The rows marked above are open business dependencies, tracked in the project’s licence register. Nothing is filled in with a placeholder value: a plausible-looking registration number on a public listing is an offence, not a stand-in.

Questions about your personal data

Data-protection questions — what we hold, exporting it, deleting it, or withdrawing a consent — go to the contact below, and the self-service routes are in the Privacy Centre.

Data protection contact: Not yet supplied — the name of the person able to answer a Data Principal’s questions about the processing of their personal data. Required by Digital Personal Data Protection Act 2023, s.8(9).
Email: Not yet supplied — an e-mail address that reaches that person. Required by Digital Personal Data Protection Act 2023, s.8(9).

The rows marked above are open business dependencies, tracked in the project’s licence register. Nothing is filled in with a placeholder value: a plausible-looking registration number on a public listing is an offence, not a stand-in.

The full notice, and what has and has not been published in it, is on the privacy notice page.

What we cannot help with

We sell pet supplies and nothing else. We do not sell, breed, broker or rehome animals; we do not stock prescription veterinary medicines; and we do not offer grooming, boarding, training, transport, insurance or veterinary advice. A sick animal needs a registered veterinarian, and there is no version of this store that is a substitute for one.