Terms & Conditions

Last updated: 24 August 2026

1. About these terms

These terms explain the basis on which Dog&Drive Ltd supplies products to customers through the Dog&Drive online shop and through enquiries, quotations and payment links.

Please read these terms carefully before placing an order. By placing an order, you confirm that you have read and accepted them.

Nothing in these terms affects any rights you have under applicable consumer law.

2. About us

We are Dog&Drive Ltd, a company registered in England and Wales. Company number: 17230608. VAT registration number: GB 526 7958 44.

Registered office: 16 Isbourne Way, Cheltenham, GL54 5NS, United Kingdom. Email: enquiries-uk@doganddrive.com.

Dog&Drive products are manufactured and configured at our manufacturing workshop in Germany. UK orders, customer communication and after-sales support are managed by Dog&Drive Ltd. References in these terms to “Dog&Drive”, “we”, “us” or “our” mean Dog&Drive Ltd.

3. Who these terms apply to

These terms apply where you purchase as a consumer for personal use.

You must be at least 18 years old to place an order.

Orders placed principally for business, resale, trade or commercial use may be subject to separate written terms. Please contact us before ordering for those purposes.

4. Our products

Dog&Drive products include:

• Dog Steps;
• vehicle-specific mounting frames;
• anti-slip mats and related accessories;
• made-to-measure Dog Cushions;
• Pull-Out Systems;
• Dog Steps and crate systems;
• custom dog crates; and
• complete bespoke dog travel systems.

Some products can be configured and ordered through the website. More complex or fully bespoke products begin with an enquiry and written quotation.

Product images, videos, 3D models and descriptions are provided to help you understand the product. Colours, surface finishes, stitching, textures and minor construction details may differ slightly from how they appear on a screen or in illustrative material.

Any significant change affecting the function, dimensions or appearance of your product will be discussed with you before manufacture.

5. Vehicle compatibility

5.1 Vehicle information

You are responsible for providing complete and accurate information about your vehicle, including where requested: make; model; model year; body style; trim level; registration number; tailgate arrangement; seating configuration; loadspace configuration; existing lashing or fixing points; and any modifications affecting the loadspace.

You must tell us if your vehicle has been modified or differs from the standard specification.

5.2 Compatibility information on the website

The vehicle selector and product configurator provide an initial compatibility recommendation. They are not a substitute for our final compatibility check. Vehicle specifications can differ between model years, trim levels and markets. A product appearing as compatible on the website does not mean that manufacture will begin without further confirmation.

5.3 Loadspace photographs and measurements

We may ask you to provide photographs, measurements or further vehicle information after you order. Manufacture will not begin until we have received the information reasonably required to confirm the configuration. The estimated manufacturing lead time begins only after the required vehicle information has been received; compatibility has been confirmed; any measurements or design details have been approved; and any outstanding payment has been received.

5.4 Incorrect customer information

If inaccurate or incomplete information supplied by you causes the product to be manufactured incorrectly, we may charge the reasonable additional cost of modifying, remaking or replacing the affected components. We will explain the issue and obtain your agreement before carrying out chargeable additional work. This does not apply where the problem was caused by our own error or by something we should reasonably have identified during our compatibility review.

5.5 Changing vehicle

Dog Steps may sometimes be adjusted or transferred to another vehicle, potentially using a different mounting frame. Compatibility with a future vehicle is not guaranteed. Made-to-measure cushions, crates, frames and other vehicle-specific parts may not fit another vehicle. Please contact us before changing or transferring any part of a system to another vehicle.

6. Placing an order

6.1 Online orders

When you place an order online, you are offering to purchase the selected products subject to these terms. An automated payment receipt or order acknowledgement confirms that we have received your order. It does not necessarily mean that we have accepted it or confirmed vehicle compatibility.

6.2 Enquiry-based products

For Pull-Out Systems, Steps and Crate Systems and bespoke systems, we will normally provide a written specification or quotation. Unless the quotation states otherwise, quotations are valid for 30 days.

6.3 Acceptance of your order

A contract is formed when we send you written confirmation that your order has been accepted; the required configuration has been confirmed; and manufacture may begin. Where no separate acceptance email is sent, a contract will be treated as formed when we begin manufacturing or allocating products specifically for your order.

6.4 If we cannot accept an order

We may decline or cancel an order before manufacture where, for example:

• the selected system is not compatible with the vehicle;
• essential information has not been provided;
• the product is unavailable;
• there has been an obvious pricing or description error;
• we cannot deliver to the stated address;
• we reasonably believe the product would be used unsafely; or
• we cannot accept the order for legal or regulatory reasons.

If we cannot accept an order after taking payment, we will refund the amount paid to us for the affected product.

7. Prices and payment

7.1 Product prices

The product price will be shown on the product page, configurator, quotation, checkout or payment link. Prices may change, but a change will not affect an order that we have already accepted unless you request a change to the specification; information supplied by you was incorrect; or both parties agree to amend the order.

Unless expressly stated otherwise, all consumer prices include UK VAT at the standard rate of 20%. Checkout shows the VAT-inclusive total and a VAT analysis. A VAT invoice is available for the purchase.

7.2 Obvious pricing errors

We take reasonable care to ensure that prices are correct. If a price is clearly incorrect and the error could reasonably have been recognised, we may cancel the order or contact you to offer the correct price.

7.3 Payment

Payment is processed through the payment method shown at checkout or through a secure payment link. Payment must be completed before manufacture begins unless we agree otherwise in writing. For bespoke projects, we may agree staged payments. The payment schedule will be stated in the quotation or order confirmation.

7.4 Currency

Unless stated otherwise, prices are shown in pounds sterling. Any exchange-rate charge or foreign transaction fee imposed by your bank or card provider is your responsibility.

8. Delivery and import charges

8.1 Manufacturing location

Dog&Drive products are manufactured or configured in Germany and despatched to the delivery address shown on the order.

8.2 Checkout total and delivery

UK delivery is charged at £100 including VAT per product. It is separate from the product price and itemised in the basket and checkout. There is no additional delivery charge after payment.

8.3 Import charges

Dog&Drive Ltd acts as the importer of record for your order. Import and customs-clearance costs are handled by us and are included in the final checkout total. Import VAT paid by us at the border is separate from the UK output VAT included in our selling price. The VAT analysis at checkout relates to UK VAT on our sale; import and customs-clearance costs are included within the total and are not charged separately to you. Nothing further is payable to the courier or on delivery. A courier or customs representative may still contact you to arrange delivery, confirm recipient information or resolve a delivery issue, but not to request an import payment from you.

9. Manufacturing and delivery times

9.1 Estimated lead times

Dog&Drive products are generally made or configured to order. The estimated lead time will be shown on the website, quotation, checkout or order confirmation. By completing the order, you agree to the stated delivery timeframe where it exceeds 30 days. Lead times are estimates rather than guaranteed delivery dates unless we expressly agree a fixed date in writing.

9.2 When the lead time begins

The estimated lead time does not begin until we have received all required vehicle information; compatibility has been confirmed; the final specification has been agreed; and all payments due before manufacture have been received. A delay in supplying information or approving a specification may delay manufacture and delivery.

9.3 Delivery delays

We will contact you if we become aware of a material delay. Where a delivery date was essential and agreed as such before the contract was formed, or where we fail to deliver within an additional reasonable period you give us, you may have the right to end the contract.

9.4 Delivery address

You are responsible for providing a complete and accurate delivery address. Please tell us promptly if the address changes. We cannot guarantee that an address can be changed after despatch.

9.5 Failed delivery

If delivery cannot be completed because nobody is available to accept the shipment; access is not possible; the address is incorrect; or the courier’s reasonable delivery instructions have not been followed, you may be responsible for reasonable redelivery, storage or return charges.

9.6 Risk and ownership

We remain responsible for the products until they are delivered into your physical possession or the possession of a person identified by you to receive them. Ownership of the products passes to you once we have received full payment of the product price.

10. Changes to an order

Please contact us immediately if you need to change the vehicle; the product; dimensions; materials; colours; handle position; delivery address; or any other configuration. We will tell you whether the requested change is possible. A change may affect the price and estimated delivery time. We will obtain your agreement before making a chargeable change. Once materials have been ordered, components have been allocated or manufacture has begun, some changes may not be possible.

11. Cancellation and change-of-mind returns

11.1 Standard products

Where a product is not made to your specifications, personalised or otherwise exempt from statutory cancellation rights, you may cancel the order from the date the contract is formed until 14 days after the product is delivered. You do not need to give a reason. To cancel, you must send us a clear statement by email or post. You may use the cancellation form at the end of these terms, but you do not have to. After telling us that you wish to cancel, you must return the product within 14 days.

11.2 Made-to-order and personalised products

The statutory change-of-mind cancellation right does not apply to goods that are made to your specifications; clearly personalised; made to measurements supplied or approved by you; or manufactured specifically for a particular vehicle or agreed configuration, where the product is genuinely specific to your requirements and cannot reasonably be resold as a standard product. This may include made-to-measure Dog Cushions; custom dog crates; vehicle-specific Pull-Out Systems; bespoke mounting frames; personalised finishes; and complete bespoke systems.

We will identify made-to-order or personalised elements before manufacture begins. The inclusion of a standard component within a wider system does not automatically make that standard component exempt. Cancellation rights will be assessed according to the actual nature of the product supplied.

11.3 Cancellation before manufacture

Contact us immediately if you want to cancel a made-to-order product before manufacture begins. Where no statutory cancellation right applies, we may still agree to cancel as a matter of discretion. We may deduct reasonable and evidenced costs already incurred, such as design work, non-refundable materials or specially ordered components. We will explain any proposed deduction before confirming the cancellation.

11.4 Returning standard products

Unless the product is faulty, misdescribed or incorrect, you are responsible for the direct cost and safe return of a cancelled standard product. Products must be returned securely packaged and protected from damage. You may inspect a product as you would in a physical shop. We may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and operation.

11.5 Refund timing

Where a valid cancellation right applies, we will refund the price paid for the cancelled product; and the cost of our least expensive standard delivery option, where applicable. We will make the refund within 14 days after receiving the returned product; or receiving evidence that you have sent it back, whichever occurs first. Refunds will normally be made using the original payment method.

12. Faulty, damaged or incorrect products

Our 12 month warranty, including the terms that apply to business customers, forms part of these terms and is set out at doganddrive.store/warranty.

12.1 Your statutory rights

Products must be of satisfactory quality; fit for any purpose made known to us and accepted by us; and as described. Your statutory rights apply to made-to-order and personalised products as well as standard products.

12.2 Transit damage

Please inspect the packaging and product as soon as reasonably possible after delivery. Tell us promptly if the packaging is visibly damaged; a component is missing; the wrong product has been supplied; or the product appears to have been damaged in transit. Providing photographs of the packaging, shipping label and affected product will help us investigate with the courier. A delay in reporting a problem does not remove your statutory rights.

12.3 Faults

Contact us at enquiries-uk@doganddrive.com with your name; order number; vehicle details; a description of the problem; and photographs or video where reasonably helpful. Depending on the circumstances and your legal rights, the appropriate remedy may be repair; replacement; price reduction; or refund. We will bear reasonable return costs where a product is faulty, incorrect or not as described.

12.4 Inspection

We may ask to inspect or collect a product before confirming the appropriate remedy. You must not continue using a product where doing so could cause further damage or create a safety risk.

13. Installation and use

13.1 Installation instructions

You must install and use each product in accordance with the supplied fitting instructions; safety labels; vehicle-specific guidance; load limits; and any additional instructions we provide. If you are uncertain about installation, do not use the system until you have contacted us.

13.2 Existing vehicle fixing points

Unless expressly agreed otherwise, Dog Steps are designed to attach to suitable existing loadspace lashing or fixing points. You must not attach the product to damaged, loose or unsuitable fixing points.

13.3 Maximum load

The maximum supported load for the Dog Steps is 70 kg unless a different limit is stated on the product or in the order documentation. The load limit must not be exceeded.

13.4 Safe use

Dog Steps must only be opened and used while the vehicle is stationary and safely parked. Dogs should be supervised while using the steps. Before each use, check that the system is correctly secured; straps and fixings are tensioned; the feet have stable contact with the ground; the steps are clear of the tailgate and bodywork; and no part appears worn or damaged. Do not use the system if it is damaged, incorrectly secured or positioned on unsafe ground.

13.5 Restraint and crash protection

Unless expressly stated in the product specification, Dog&Drive products are not crash-tested vehicle restraint systems. Dog Steps, cushions and crates do not remove the need to comply with applicable road-safety requirements or to use an appropriate dog restraint where required.

13.6 Modifications and repairs

Do not drill, cut, alter, dismantle or repair a structural component unless we have approved the work in writing. We are not responsible for damage caused by unauthorised modifications; incorrect installation; unsuitable vehicle fixing points; exceeding a stated load limit; continued use after damage becomes apparent; or use contrary to the supplied instructions, except to the extent that the damage was caused by our negligence, breach of contract or a defect for which we are legally responsible.

14. Our responsibility to you

We do not exclude or limit responsibility where it would be unlawful to do so. This includes responsibility for death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of your statutory consumer rights; or defective products where liability cannot legally be excluded.

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for losses that were not reasonably foreseeable when the contract was formed. We supply products for private and domestic use. If you use a product for commercial, business or resale purposes without our prior written agreement, we will not be responsible for business losses, including loss of profit, revenue, contracts or business opportunity.

15. Events outside our control

We are not responsible for a delay or failure caused by an event outside our reasonable control, including transport disruption; customs delays; border restrictions; industrial action; shortage of materials; supplier failure; fire; flood; severe weather; war; civil unrest; epidemic or pandemic; changes in law; or failure of communications or payment systems. We will contact you as soon as reasonably possible and take reasonable steps to minimise the effect. If the delay is likely to be substantial, you may contact us to discuss cancellation and any refund available, taking account of whether the product has already been made to your specifications.

16. Intellectual property

The content of the website, including product designs, photographs, videos, text, graphics, logos, illustrations, 3D models and software, belongs to Dog&Drive or its licensors. You may use the website for personal shopping and information purposes. You must not reproduce, commercially exploit, modify, distribute or use our content without written permission.

17. Personal information

We process personal information in accordance with our Privacy Policy. Payment providers, couriers, customs representatives, the German manufacturing workshop and other service providers may also process information necessary to complete your order.

18. Complaints

Please contact us first so that we have an opportunity to resolve the matter. Email: enquiries-uk@doganddrive.com. Please include your order number and a clear description of the issue. We aim to acknowledge complaints within five working days and provide a substantive response as soon as reasonably possible.

19. Other important terms

19.1 Transfer of the contract

We may transfer our rights and obligations under the contract to another organisation, but this will not reduce your rights. You may only transfer your rights or obligations with our written agreement, except where the law gives you a right to do so.

19.2 Severability

If a court finds part of these terms unlawful or unenforceable, the remaining provisions will continue to apply.

19.3 Delay in enforcement

If we do not enforce a provision immediately, this does not mean that we have waived our right to enforce it later.

19.4 Third-party rights

No person other than you and Dog&Drive Ltd has a right to enforce the contract, except where the law provides otherwise.

20. Governing law and courts

These terms and your contract with us are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you retain any mandatory consumer protections available under the law of the part of the United Kingdom in which you live. You may bring proceedings in the courts of the part of the United Kingdom in which you live.

Model Cancellation Form

Complete and return this form only where the statutory cancellation right applies.

To: Dog&Drive Ltd, 16 Isbourne Way, Cheltenham, GL54 5NS, United Kingdom. Email: enquiries-uk@doganddrive.com.

I hereby give notice that I cancel my contract for the sale of the following goods:

• Order number:
• Goods ordered:
• Date ordered:
• Date received:
• Customer name:
• Customer address:
• Customer signature (required only if this form is sent on paper):
• Date: