Terms of service
Last updated: 19 October 2026
These terms apply to every order placed on rillwag.com. Please read them before you buy. Nothing in these terms affects your statutory rights as a consumer.
1. About us
rillwag.com is operated by Northway Nexus Ltd, trading as RILLWAG. We are a private limited company registered in England and Wales (company number 16991479), with our registered office at 167–169 Great Portland Street, 5th Floor, London W1W 5PF, United Kingdom. You can contact us at support@rillwag.com.
2. Our products
We describe and photograph our products as accurately as we can, but colours may look slightly different on your screen. Size information is in our Fit Guide; small variations within normal manufacturing tolerances can occur.
3. Fit and safe use
Please measure your dog and follow our Fit Guide and Wear Guide before use. Check the fit regularly and stop using a product if it becomes damaged. Our products are not a substitute for supervising your dog. Reflective materials make your dog more visible when lit by direct light, such as headlights or torches, but cannot guarantee that your dog will be seen. Our raincoats are designed for walks in wet weather; they are not flotation or life-saving devices.
4. Prices and payment
Prices are in pounds sterling (GBP) and include VAT where applicable. Delivery charges are shown at checkout. Payment is taken when you place your order. If a product is listed at an obviously incorrect price, we will contact you before dispatch and you can choose to cancel for a full refund.
5. Your order
After you place an order, we will email you an order confirmation. This means we have received your order; it does not mean we have accepted it. Our contract with you starts when we dispatch your order and email you a dispatch confirmation. We may decline an order, for example if an item is out of stock, there is a pricing error or we suspect fraud. If we do, we will refund you in full.
6. Delivery
We currently deliver within the UK only. Delivery costs and timings are set out in our Shipping Policy and on our Delivery & Returns page. Responsibility for the goods passes to you once your order has been delivered to the address you gave us.
7. Cancelling and returning
You can change your mind and return items: tell us within 14 days of receiving your order, then send the item back within a further 14 days. Full details, including return condition, return postage, exchanges and refunds, are in our Refund Policy.
8. Faulty or incorrect items
Under the Consumer Rights Act 2015, our products must be as described, fit for purpose and of satisfactory quality. If your item is faulty, damaged or not what you ordered, contact support@rillwag.com. If you report a fault within 30 days of delivery, you are entitled to a full refund. After that, you may be entitled to a repair or replacement or, in some cases, a refund. We cover the appropriate return costs for faulty items.
9. Discount codes and offers
Discount codes, including our welcome offer for new subscribers, are subject to the terms shown with each offer. Unless stated otherwise, they can be used once per customer, cannot be exchanged for cash and cannot be applied to past orders.
10. Reviews and content you share
If you submit a review, photo or other content, you confirm it is your own and honest, and you allow us to show it on our website and in our marketing, free of charge. We may remove content that is offensive, misleading or unlawful.
11. Intellectual property
All content on this website, including text, photography, graphics, logos and product designs, belongs to Northway Nexus Ltd or its licensors. Please do not use it without our written permission.
12. Our responsibility to you
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 are not responsible for loss that was not foreseeable. Our products are for domestic and private use, so we are not responsible for any business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else where limiting liability would be unlawful, including your rights under the Consumer Rights Act 2015.
13. Events outside our control
We are not responsible for delays caused by events outside our reasonable control, such as carrier disruption or severe weather. If this happens, we will contact you as soon as possible. If the delay is significant, you can cancel for a full refund.
14. Your privacy
Our Privacy Policy explains how we use your personal information.
15. Changes to these terms
We may update these terms from time to time. The terms that apply to your order are the ones published when you placed it.
16. Governing law
These terms are governed by the law of England and Wales, and you can bring legal proceedings about our products in the courts of England and Wales. If you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts.