Last updated: 23 September 2026
1. ABOUT OUR PRODUCTS
1.1 HACHI TAMA Products
HACHI TAMA creates pet-inspired lifestyle products designed around Love · Comfort · Memory, including embroidered pet charms, PET FRIENDLY CANDLES, bags, gift sets and personalised products.
Many of our products are individually embroidered, printed, assembled or personalised. As a result, small variations between individual products are part of the nature of the product and are not necessarily considered defects.
1.2 Embroidered Pet Charms
Our embroidered pet charms are made using decorative embroidery threads, including fine lustrous threads that create the detailed finish of each design.
With regular use, a small amount of loose or pulled thread may occasionally appear on the surface of the embroidery. This is a normal characteristic of this type of embroidery and does not necessarily indicate a manufacturing defect.
If a loose thread appears, it can normally be carefully trimmed with small scissors. Please do not pull the thread, as this may affect the surrounding embroidery.
Due to the embroidery and finishing process, the outer edge of an embroidered charm may not always be perfectly uniform or completely smooth. Slight variations or minor unevenness around the edge are normal characteristics of the product.
These minor visual variations do not affect the intended use of the charm.
Our embroidered charms are designed and finished so that the edges should not present sharp points during normal intended use. If you receive a product with an unusually sharp, damaged or defective edge, please stop using it and contact us.
Embroidered pet charms are decorative accessories and are not pet toys. They should not be given to pets to chew or play with.
1.3 PET FRIENDLY CANDLES
Our PET FRIENDLY CANDLES are designed with homes shared with pets in mind.
We intentionally use a lower fragrance concentration than is commonly found in strongly scented candles and select fragrance profiles with consideration for use in pet-friendly home environments.
Our candles are intentionally designed to provide a gentler and lighter fragrance experience. The fragrance develops gradually while the candle burns rather than producing an immediately strong or overpowering scent.
As a result, customers should expect the overall fragrance strength of HACHI TAMA candles to be subtle rather than highly concentrated. This is an intentional characteristic of the product and is not considered a defect.
The term “PET FRIENDLY CANDLE” does not mean that the candle is intended for use by animals or that wax, fragrance materials or any part of the candle is safe for ingestion or direct contact.
Individual animals may have different sensitivities. Always use candles in a well-ventilated area, keep candles and flames out of reach of pets and children, and discontinue use if you or your pet appears uncomfortable.
Always follow the safety and care instructions supplied with your candle.
Wax Appearance & Glass Adhesion
Changes in temperature may cause candle wax to contract slightly and pull away from parts of the glass, creating visible patches or small gaps between the wax and the container. This is sometimes referred to as “wet spots” or partial glass adhesion.
Minor variations in glass adhesion can occur and do not necessarily indicate a manufacturing defect.
1.4 Product Appearance
We make reasonable efforts to ensure that product photographs, colours, dimensions and descriptions displayed on our Website are accurate.
However, colours may appear slightly different depending on your device, screen settings and lighting.
Due to the embroidered, printed, handmade or personalised nature of certain HACHI TAMA products, minor variations in colour, stitching, positioning, finish or appearance may occur.
Product packaging, labels and presentation may occasionally vary slightly from the photographs displayed on our Website without affecting the essential characteristics of the product.
All products are subject to availability.
2. INTRODUCTION
2.1. www.hachitamauk.com (the “Website”) is operated by SOL NOVA LTD, trading as HACHI TAMA, a company registered in England and Wales under company number 17247848, whose registered office is at Flat 56, Sibley House, 1 Cedrus, Southall, UB1 1FP, United Kingdom (“HACHI TAMA”, “we”, “us” or “our”).
2.2. You can contact us by email at info@hachitamauk.com.
2.3. These Terms & Conditions (“Terms”) apply to your use of our Website and to purchases made through the Website.
2.4. By placing an order through our Website, you confirm that you have read and understood these Terms and agree to be bound by them.
2.5. If you do not agree with these Terms, please do not place an order through our Website.
2.6. Nothing in these Terms affects your statutory rights as a consumer.
3. PERSONALISED & CUSTOMISED PRODUCTS
3.1. Certain HACHI TAMA products offer personalisation options, including the use of photographs, pet images, names, text, embroidery, artwork or other information supplied by you.
3.2. Personalisation options and fully bespoke or made-to-order products may have different production times.
3.3. Candles featuring a photograph uploaded by you are normally processed and dispatched within approximately 2–3 business days, unless otherwise stated on the relevant product page.
3.4. Fully bespoke, specially commissioned and made-to-order products normally require approximately 3–6 weeks for production before dispatch.
3.5. The 3–6 week period is an estimated production time and does not include delivery time. Delivery time begins after your order has been completed and dispatched.
3.6. Where you submit an idea, photograph, artwork or reference image for a bespoke product, submission does not guarantee that the requested design can be produced.
3.7. We will review bespoke requests and may contact you to discuss the design, materials, feasibility, production requirements, price and estimated production time before confirming the order.
3.8. We reserve the right to decline a bespoke or personalised request where the design cannot reasonably, safely or legally be produced.
3.9. When submitting photographs, images, text, artwork or other content, you confirm that:
- you have the right or permission to submit and use that content;
- the content does not infringe another person’s copyright, trade mark, privacy or other legal rights;
- the content is not unlawful or otherwise inappropriate.
3.10. You are responsible for checking that photographs, names, spelling and other details supplied by you are correct.
3.11. We may make reasonable adjustments to photographs or artwork where necessary for printing, embroidery, cropping, positioning, sizing, colour reproduction or production.
3.12. The appearance of a finished design may vary slightly from a digital image or preview due to differences between screens, printing, embroidery, materials and production methods.
3.13. Products made to your specifications or clearly personalised normally cannot be cancelled or returned simply because you have changed your mind, subject to applicable consumer law.
3.14. This does not affect your statutory rights where a product is faulty, damaged, not as described or has been made incorrectly due to an error by us.
4. PLACING AN ORDER
4.1. Products may be selected and added to your shopping bag before proceeding to checkout.
4.2. Before completing your purchase, you will have an opportunity to review your order, delivery details and total price and to correct any errors.
4.3. By submitting your order and completing payment, you are offering to purchase the products shown in your order.
4.4. After your order has been submitted, we will normally send an email acknowledging receipt of your order.
4.5. A contract between you and HACHI TAMA is formed when we accept your order and send an order confirmation or otherwise begin processing your order.
4.6. Please check your order confirmation carefully and contact us as soon as possible if any information is incorrect.
4.7. We reserve the right not to accept or to cancel an order where, for example:
- a product is unavailable;
- payment cannot be authorised;
- there is an obvious pricing or description error;
- we cannot deliver to the requested destination;
- we reasonably suspect fraudulent or unauthorised activity; or
- personalised content submitted with the order cannot reasonably or legally be produced.
4.8. If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled products.
5. PRICES & PAYMENT
5.1. Prices are displayed in Pounds Sterling (GBP) unless otherwise stated.
5.2. The price payable for a product is the price displayed at checkout when you place your order, except in the case of an obvious pricing error.
5.3. Applicable delivery charges will be displayed during checkout where relevant.
5.4. Payment must be made using one of the payment methods available at checkout.
5.5. Payments may be securely processed by third-party payment providers, including Stripe, or other payment providers displayed at checkout.
5.6. We do not normally receive or store your complete payment-card details.
5.7. Your payment provider or bank may apply currency conversion, international transaction or other fees. Such fees are outside our control.
5.8. If an obvious pricing error occurs and we discover it before dispatch, we may contact you to give you the option of purchasing the product at the correct price or cancelling your order.
6. PRODUCTION & DELIVERY
6.1. Processing and production times vary depending on the type of product ordered.
6.2. Standard in-stock products are normally processed and dispatched within approximately 2–3 business days.
6.3. All candles, including candles featuring a photograph uploaded by you, are normally processed and dispatched within approximately 2–3 business days, unless otherwise stated on the relevant product page.
6.4. Fully bespoke, specially commissioned and made-to-order products normally require approximately 3–6 weeks for production before dispatch.
6.5. Production time is separate from delivery time.
6.6. Where an order contains products with different processing or production times, we may dispatch the products together once the entire order is ready, or separately where appropriate.
6.7. We may use delivery providers including Royal Mail, DPD and DHL, as well as other suitable carriers where necessary.
6.8. The delivery provider used for your order may depend on your destination, parcel size, service availability and operational requirements.
6.9. For UK orders, standard delivery is £4.99 per order for orders under £50. Orders of £50 or more qualify for free standard UK delivery.
6.10. Available delivery methods and applicable charges will be displayed at checkout where possible.
6.11. Any production, dispatch or delivery date displayed on our Website is an estimate unless we expressly agree otherwise.
6.12. Once your order has been dispatched, tracking information may be provided where tracking is available.
6.13. You are responsible for providing a complete and accurate delivery address.
6.14. Please check your delivery details carefully before completing your order.
6.15. We are not responsible for delivery delays resulting from incorrect or incomplete information supplied by you.
6.16. If a parcel is returned to us because an incorrect address was supplied, delivery was repeatedly unsuccessful or the parcel was not collected, we may require payment of reasonable additional delivery costs before resending it, where permitted by law.
6.17. If we become aware of a significant delay affecting your order, we will contact you where reasonably possible.
6.18. Nothing in this section affects any statutory rights you may have in relation to late delivery.
7. INTERNATIONAL DELIVERY
7.1. We offer international delivery only to selected destinations.
7.2. International delivery charges are currently:
- Selected European destinations — £60 per order
- Selected destinations in the Americas and Oceania — £80 per order
7.3. Selected European destinations (£60):
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland and Ukraine.
7.4. Selected destinations in the Americas (£80):
United States, Canada, Mexico, Argentina, Bolivia, Brazil, Chile, Colombia, Costa Rica, Ecuador, Guatemala, Honduras, Panama, Paraguay, Peru, Uruguay, Bahamas, Barbados, Bermuda, Cayman Islands, Dominican Republic, Jamaica and Trinidad & Tobago.
7.5. Selected destinations in Oceania (£80):
Australia and New Zealand.
7.6. We currently do not offer delivery to countries or territories that are not included in the above lists.
7.7. CANDLE DELIVERY RESTRICTION:
HACHI TAMA candles are currently available for delivery within the United Kingdom only. We do not ship candles to any international destination.
7.8. If an international order contains a candle, we reserve the right to cancel and refund the candle or, where appropriate, contact you before processing the order.
7.9. International orders may be delivered using DHL or another suitable international carrier.
7.10. International deliveries may be subject to customs duties, import taxes, handling fees, clearance fees or other charges imposed by the destination country.
7.11. Unless expressly stated at checkout that these charges have been prepaid, the recipient is responsible for any customs duties, import taxes or other local charges imposed by the destination country.
7.12. Customs procedures may cause delays outside our reasonable control.
7.13. Customers are responsible for ensuring that products ordered can legally be imported into their destination country.
7.14. International delivery availability may change where required due to carrier restrictions, customs requirements, local laws or operational circumstances.
8. YOUR RIGHT TO CANCEL
8.1. If you are a UK consumer purchasing eligible goods online, you will generally have the legal right to cancel your contract without giving a reason within 14 days after the day on which you receive the goods, subject to applicable legal exceptions.
8.2. To exercise your cancellation right, contact us at info@hachitamauk.com and provide your name, order number and details of the product(s) you wish to return.
8.3. After notifying us that you wish to cancel, eligible goods must normally be returned within 14 days.
8.4. The statutory right to cancel does not generally apply to products that are made to your specifications or are clearly personalised.
8.5. Products that are made to your specifications or are clearly personalised may not qualify for the statutory change-of-mind cancellation right. This may include bespoke products, custom embroidery, products made using customer-supplied artwork, photographs, names, text or other individual specifications, depending on the nature of the product and personalisation.
8.6. Your statutory rights regarding faulty, damaged, incorrectly supplied or misdescribed goods remain unaffected.
9. RETURNS
9.1. Eligible non-personalised products may be returned in accordance with your statutory cancellation rights.
9.2. Please contact info@hachitamauk.com before returning a product so that we can provide appropriate return information.
9.3. Products should be returned in their original condition and, where reasonably possible, with their original packaging.
9.4. You may inspect a product as you reasonably would in a physical shop. We may make a deduction from a refund if the value of a product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning.
9.5. Unless the product is faulty, damaged, incorrectly supplied or we are otherwise legally responsible for the return costs, you are responsible for the direct cost of returning unwanted goods.
9.6. We recommend using an appropriate tracked delivery service and retaining proof of postage.
9.7. Your statutory rights remain unaffected.
10. PERSONALISED, BESPOKE & MADE-TO-ORDER PRODUCTS – RETURNS & CANCELLATIONS
10.1. Certain HACHI TAMA products may be personalised using customer-supplied photographs, artwork, names, text or other individual specifications. We also offer selected bespoke and made-to-order products.
10.2. Where a product is made to your specifications or is clearly personalised, the statutory right to cancel for a change of mind may not apply.
10.3. This may include products featuring:
- your uploaded photograph;
- custom pet artwork;
- personalised names or text;
- custom embroidery;
- bespoke designs;
- other individual specifications supplied or approved by you.
10.4. If you wish to cancel or change a personalised or bespoke order, please contact us as soon as possible. Whether a change or cancellation can be accepted will depend on the nature of the product and the stage of production.
10.5. Fully bespoke and made-to-order products normally require approximately 3–6 weeks for production before dispatch.
10.6. Candles featuring your uploaded photograph are normally processed and dispatched within approximately 2–3 business days. The fact that a photo candle has a shorter production time does not by itself determine whether statutory cancellation rights apply.
10.7. Personalised, bespoke and made-to-order products remain fully covered by your statutory rights if they are faulty, damaged, not as described or incorrectly made.
11. DAMAGED, FAULTY OR INCORRECT PRODUCTS
11.1. Please inspect your order after delivery.
11.2. If a product arrives damaged, faulty, incorrect or materially different from its description, please contact info@hachitamauk.com.
11.3. Please provide your order number, a description of the problem and, where appropriate, clear photographs showing the product, damage and packaging.
11.4. Where you are legally entitled to a remedy, we will provide the appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, price reduction or refund.
11.5. Nothing in these Terms limits your statutory rights.
12. REFUNDS
12.1. Where you validly exercise a statutory cancellation right for an eligible product, we will refund the amount due in accordance with applicable consumer law.
12.2. Where required by law, the refund will include the cost of our least expensive standard delivery option.
12.3. If you selected a more expensive or enhanced delivery service, we are not required to refund the additional delivery cost beyond the cost of our standard delivery option.
12.4. We may withhold a refund until we receive the returned goods or you provide evidence that you have returned them, whichever occurs first, where permitted by law.
12.5. Refunds will normally be issued to the original payment method.
12.6. Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
13. CANDLE SAFETY
13.1. HACHI TAMA candles must always be used responsibly and in accordance with the safety information supplied with the product.
13.2. Never leave a burning candle unattended.
13.3. Keep candles away from children, pets, flammable materials, draughts and sources of heat.
13.4. Always place candles on a stable, heat-resistant surface.
13.5. Keep the candle away from anything that could catch fire.
13.6. Do not move or touch a candle while it is burning or while the wax or container remains hot.
13.7. Follow all safety labels, burning instructions and candle-care information supplied with your product.
13.8. The term “PET FRIENDLY CANDLE” does not mean that the candle is intended for use by animals or that the wax, fragrance materials or any part of the candle is suitable for ingestion or direct contact.
13.9. Pets must not be allowed to touch or consume wax, fragrance materials or any part of the candle.
13.10. Keep the candle and flame out of reach of pets at all times.
13.11. Individual animals may have different sensitivities. If you or your pet appears uncomfortable while a candle is being used, discontinue use and ventilate the area.
14. GIFT SETS
14.1. Selected HACHI TAMA products may be combined into gift sets where this option is available.
14.2. Product availability within gift sets is subject to stock.
14.3. Where a gift set contains a personalised product, the personalised product provisions contained in these Terms also apply.
14.4. Decorative items or props appearing in photographs are not included unless expressly stated in the product description.
14.5. Packaging and presentation may vary slightly from Website photographs.
15. PROMOTIONS & DISCOUNT CODES
15.1. Promotional offers and discount codes may be subject to additional terms communicated with the relevant promotion.
15.2. Unless otherwise stated, promotional codes cannot be exchanged for cash.
15.3. Unless otherwise stated, only one promotional code may be used per order.
15.4. Promotional codes must be entered correctly during checkout and cannot normally be applied retrospectively.
15.5. We may refuse or cancel a promotional code where it has expired, has been used contrary to its conditions or has been issued or applied in error.
16. CUSTOMER CONTENT & PHOTOGRAPHS
16.1. You retain ownership of photographs, artwork and other content that you upload or submit to us.For candle -By default, uploaded photos will be created using our signature white-background template with your pet’s name. If you would prefer to keep the original photo and simply add the name, please let us know when placing your order.
16.2. By submitting content for personalisation, customisation or a bespoke request, you give HACHI TAMA permission to use, reproduce, crop, resize, edit and process that content only to the extent reasonably necessary to:
- review the feasibility of your requested design;
- communicate with you about your design or order;
- prepare or adapt the design for production;
- create your personalised or bespoke product;
- manufacture and fulfil your order;
- provide customer service relating to your order.
16.3. You confirm that you have the necessary rights or permission to provide any photograph, artwork, design or other content submitted to us.
16.4. You must not upload content that infringes another person’s intellectual property, privacy or other legal rights.
16.5. We reserve the right to refuse a design or content that we reasonably believe is unlawful, infringing, inappropriate or unsuitable for production.
16.6. Submission of an idea, design or reference image does not guarantee that we will be able to manufacture the requested product.
16.7. We will not use customer-submitted photographs, artwork or designs for advertising, social media or other promotional purposes without appropriate permission.
17. INTELLECTUAL PROPERTY
17.1. The Website and its content, including the HACHI TAMA name, branding, logos, designs, product photography, graphics, illustrations, text and other materials created by or for us, are owned by or licensed to SOL NOVA LTD unless otherwise stated.
17.2. These materials are protected by applicable intellectual property laws.
17.3. You may use the Website for your personal and non-commercial use.
17.4. You must not reproduce, distribute, modify, copy, commercially exploit or otherwise use our Website content without our prior written permission except where permitted by law.
18. PRIVACY & PERSONAL INFORMATION
18.1. We process personal information in accordance with applicable UK data protection law.
18.2. Information we may collect includes your name, email address, telephone number where provided, billing and delivery addresses, order information, transaction and payment-related information, photographs or other content uploaded for personalised products, communications with us and technical information relating to your use of our Website.
18.3. We may use your information to:
- process and fulfil orders;
- create personalised products;
- process payments;
- arrange delivery;
- communicate with you about your order;
- provide customer support;
- prevent fraud and maintain Website security;
- comply with legal obligations; and
- send marketing communications where permitted by law.
18.4. We may share information with service providers where reasonably necessary to operate our business, including payment processors, delivery providers, website and hosting providers and professional advisers.
18.5. We do not sell your personal information.
18.6. Personal information will be retained only for as long as reasonably necessary for the purposes for which it was collected and to comply with applicable legal, accounting and regulatory obligations.
18.7. Photographs submitted for personalised products will be processed for the purposes of creating and fulfilling your order and providing related customer support.
18.8. Subject to applicable law, you may have rights relating to your personal information, including rights of access, correction, deletion, restriction, objection and data portability.
18.9. Privacy enquiries can be sent to info@hachitamauk.com.
19. COOKIES
19.1. Our Website may use cookies and similar technologies.
19.2. Some cookies may be necessary for the Website, shopping bag, checkout and security functions to operate.
19.3. Other cookies may be used for analytics, functionality or marketing.
19.4. Where required by law, non-essential cookies will only be used after appropriate consent has been obtained.
19.5. You may manage available cookie preferences through the cookie controls provided on our Website.
20. WEBSITE USE
20.1. You must not misuse our Website.
20.2. You must not knowingly introduce viruses, malware or other harmful material.
20.3. You must not attempt to gain unauthorised access to our Website, servers, systems or databases.
20.4. You must not use our Website for fraudulent, unlawful or abusive purposes.
20.5. We may temporarily suspend or restrict access to the Website where reasonably necessary for maintenance, security, updates or legal reasons.
21. THIRD-PARTY SERVICES
21.1. Our Website may use or link to third-party services, including payment providers, delivery providers and social-media platforms.
21.2. Third-party websites and services may have their own terms and privacy policies.
21.3. We are not responsible for the content or operation of third-party websites that are outside our control.
22. OUR LIABILITY
22.1. Nothing in these Terms excludes or limits liability where doing so would be unlawful.
22.2. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.
22.3. Nothing in these Terms excludes or limits your statutory consumer rights.
22.4. If you are a consumer, 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, subject to applicable law.
22.5. We are not responsible for losses that were not reasonably foreseeable when the contract was formed.
22.6. Products purchased through our consumer Website are intended primarily for personal and domestic use. To the extent permitted by law, we are not responsible for business losses resulting from consumer purchases, including loss of profit, revenue, business opportunity or business interruption.
23. EVENTS OUTSIDE OUR CONTROL
23.1. We will not be responsible for delays or failures caused by circumstances outside our reasonable control.
23.2. Such circumstances may include severe weather, natural disasters, strikes, transport disruption, customs delays, governmental restrictions, supply-chain disruption or significant disruption to communications or delivery networks.
23.3. Where such circumstances materially affect your order, we will take reasonable steps to minimise the impact and will contact you where appropriate.
23.4. Nothing in this section affects your statutory consumer rights.
24. CHANGES TO THESE TERMS
24.1. We may update these Terms from time to time to reflect changes to our Website, products, services, business practices or applicable law.
24.2. The Terms applicable to your purchase will normally be the version in force at the time you place your order.
24.3. The latest revision date will be displayed at the top of this page.
25. SEVERABILITY
25.1. If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply.
26. NO WAIVER
26.1. If we do not immediately enforce any provision of these Terms, this does not mean that we have waived our right to enforce that provision later.
27. GOVERNING LAW & JURISDICTION
27.1. These Terms and contracts made through our Website are governed by the laws of England and Wales.
27.2. If you are a consumer resident in Scotland, Northern Ireland or another jurisdiction, you may also benefit from mandatory consumer protections and rights available to you under applicable law.
27.3. Nothing in these Terms is intended to deprive a consumer of mandatory legal rights that cannot lawfully be excluded.
© 2026 SOL NOVA LTD trading as HACHI TAMA. All rights reserved.