15. ACCESSIBILITY & INCLUSIVE CUSTOMER SERVICE POLICY

15.1 OUR COMMITMENT

Paws Garden is committed to providing a website and customer service experience that is accessible, clear and usable for as many customers as reasonably possible.

We aim to make our online store easy to navigate and our information understandable, while continuously improving the accessibility of our website, content and customer support processes.

We recognise that customers may access our website using different devices, browsers, assistive technologies and accessibility settings.

15.2 ACCESSIBLE WEBSITE EXPERIENCE

We aim to design and maintain our website so that customers can reasonably:

• Navigate between pages and product categories;

• Read product descriptions and important information;

• Access checkout and payment features;

• Understand pricing and delivery information;

• Locate customer support information;

• Use the website across commonly used devices and browsers; and

• Adjust their device or browser settings where supported.

Because our website may rely on third-party technologies, applications, themes, payment providers and other services, some parts of the website may not always be fully controlled by Paws Garden.

15.3 PRODUCT INFORMATION

We aim to present product information in a clear and understandable format.

Where relevant, product pages may include information such as:

• Product dimensions;

• Materials;

• Features;

• Intended use;

• Compatibility;

• Care instructions;

• Safety information;

• Available colours or variations; and

• Other information reasonably relevant to purchasing the product.

Customers should carefully review the information provided on the relevant product page before placing an order.

15.4 IMAGES AND ALTERNATIVE INFORMATION

We use product images to help customers understand the appearance and features of our products.

Where technically available, images may include alternative text or other accessibility information. However, not every image or third-party element may have complete alternative text at all times.

If you require information that is not accessible through an image, please contact our customer support team. We will make reasonable efforts to provide the relevant information in another suitable format where possible.

15.5 WEBSITE NAVIGATION

We aim to organise our website using clear categories, product pages and navigation features.

However, website functionality may vary depending on:

• Device type;

• Operating system;

• Browser;

• Screen size;

• Internet connection;

• Browser extensions;

• Accessibility settings; or

• Third-party applications.

If you experience difficulty locating information or completing a purchase, please contact us for assistance.

15.6 CUSTOMER SUPPORT ACCESSIBILITY

Customers who experience difficulty using the website are welcome to contact Paws Garden for assistance.

Depending on the circumstances, our support team may be able to help with:

• Product information;

• Order information;

• Delivery information;

• Returns and refunds;

• Checkout questions;

• General website navigation; and

• Other reasonable customer service enquiries.

We will aim to communicate clearly and respectfully with all customers.

15.7 COMMUNICATION PREFERENCES

Where reasonably possible, customers may explain if they require information to be communicated in a particular way.

For example, a customer may request clearer written explanations of information that they are unable to access or understand through the standard website presentation.

Our ability to provide a particular communication format may depend on available technology and the nature of the request.

15.8 THIRD-PARTY SERVICES

Certain parts of our website may be provided or supported by third-party services, including:

• Payment providers;

• Delivery and tracking services;

• Shopify functionality;

• Customer support tools;

• Analytics services;

• Embedded applications; and

• Other external technologies.

We cannot guarantee that every third-party service will meet every accessibility requirement.

Where possible, we will seek to use reputable services and address accessibility problems that are reasonably within our control.

15.9 MOBILE AND DIFFERENT DEVICES

Our website may be accessed using desktop computers, laptops, tablets and mobile phones.

We aim to maintain a responsive website experience; however, certain features may appear or operate differently depending on the device and screen size being used.

Customers experiencing difficulties should consider updating their browser or device software where appropriate. They may also contact us if they require assistance with a particular website function.

15.10 BROWSER AND ASSISTIVE TECHNOLOGY COMPATIBILITY

Modern websites may be used with accessibility features such as:

• Screen readers;

• Browser zoom;

• Keyboard navigation;

• Magnification tools;

• Operating system accessibility settings; and

• Other assistive technologies.

We aim to maintain reasonable compatibility with commonly used technologies, but technical limitations may occasionally affect functionality.

We cannot guarantee compatibility with every browser, device, extension or assistive technology.

15.11 REPORTING AN ACCESSIBILITY PROBLEM

If you encounter an accessibility barrier on our website, we encourage you to let us know.

Please provide, where possible:

• The page or feature where the problem occurred;

• A description of the difficulty;

• The device or browser being used;

• Any relevant screenshots or additional information; and

• A description of the assistance or alternative information you require.

This information can help us investigate the issue more efficiently.

15.12 CONTINUOUS IMPROVEMENT

Website accessibility is an ongoing process.

We may periodically review our website design, content, navigation, applications and customer service processes to identify areas where improvements can be made.

Where reasonably practical, we may make changes intended to improve usability and accessibility.

15.13 ACCESSIBILITY AND LEGAL RIGHTS

This policy describes our approach to accessibility and inclusive customer service. It does not remove or restrict any rights customers may have under applicable UK legislation.

Nothing in this policy is intended to exclude or limit any legal protection that cannot lawfully be excluded or limited.

15.14 WEBSITE CONTENT AND CHANGES

Our website may be updated, redesigned or modified from time to time.

Changes may temporarily affect the appearance, navigation or accessibility of certain features.

We will aim to resolve significant issues that come to our attention within a reasonable period, taking into account the technical nature and complexity of the problem.

15.15 INCLUSIVE CUSTOMER SERVICE

Paws Garden aims to provide customer support in a professional and respectful manner.

We do not intend to discriminate against customers because of disability or accessibility needs. Customers should feel comfortable informing us when they require reasonable assistance with accessing information or communicating with our support team.

15.16 LIMITATIONS

Although we make reasonable efforts to improve accessibility, we cannot guarantee that every part of our website will always be accessible to every person or that every accessibility issue will be immediately identified or resolved.

Some limitations may result from third-party technology, technical restrictions, browser behaviour, device configuration or content supplied by external providers.

15.17 POLICY UPDATES

We may update this Accessibility & Inclusive Customer Service Policy when necessary to reflect changes to our website, technology, services, accessibility practices or applicable requirements.

The most recent version published on our website will represent our current approach.

15.18 CONTACT US

If you have an accessibility question, require assistance accessing information or wish to report an accessibility problem, please contact Paws Garden using the customer support details provided on our website.

We welcome constructive feedback and will consider reasonable suggestions that may help improve the accessibility and usability of our online store.