Welcome to GroovyPets UK. These Terms & Conditions govern your use of our website (www.groovypets.co.uk) and your purchase of products from us. By using our website or purchasing from us, you agree to these terms. If you do not agree, please refrain from using our services.

1. General Information

Groovypets UK operates as a provider of natural and sustainable pet products, including organic hemp seed oil, hemp-based pet treats, and hemp collars & leads. We are committed to quality, affordability, and ethical business practices.

2. Ordering & Payments

• By placing an order with us, you confirm that you are at least 18 years old and legally capable of entering into a contract.
• All prices listed on our website are in GBP (£) and include VAT where applicable.
• We accept payments through secure payment gateways, including those provided by NatWest.
• Orders are only processed once payment is received in full.

3. Shipping & Delivery

• We offer delivery within the United Kingdom only.
• Estimated delivery times are provided at checkout but may vary due to external factors beyond our control (e.g., postal delays, customs).
• Shipping costs are displayed at checkout before payment is completed.
• Customers are responsible for providing accurate delivery details.
• We are not liable for delays or losses due to incorrect addresses.

4. Returns & Refunds

We want you to be completely satisfied with your purchase. Please refer to our Returns Policy for full details:

Eligibility for Returns

• Returns must be requested within 30 days of purchase.
• Products must be in their original, unopened, and sealed packaging for hygiene and safety reasons.
• Opened or used products cannot be returned unless they are faulty or incorrect.

How to Initiate a Return

• Contact customersupport@groovypets.co.uk with your order number and reason for return.
• Our team will provide a Return Authorisation (RA) Number if the request is approved.
• Returns must be securely packaged and include the RA number on the parcel.
• Customers are responsible for return shipping costs unless the product is damaged or incorrect.

Refunds & Exchanges

• Refunds will be processed within 20 business days upon receipt and inspection of returned goods.
• Refunds will be issued to the original payment method used at checkout.
• Shipping costs are non-refundable.
• We do not offer direct exchanges—please return the item and place a new order.

5. Product Recall Procedure

We take product safety seriously. In the event of a recall, we will:

• Notify affected customers via email, website updates, and social media.
• Provide clear return or disposal instructions.
• Offer refunds or replacements as per our policy.
• For more details, please refer to our Product Recall Procedure.

6. Privacy Policy

We are committed to protecting your privacy. Please refer to our Privacy Policy for full details. Key points:

• We collect personal data (name, email, shipping details) to process orders and improve our services.
• We do not sell or share your data with unauthorized third parties.
• We use cookies and tracking technologies to enhance user experience (you can manage settings via your browser).
• We follow strict security protocols, but no online system is 100% secure.

7. Use of Website

• You may use our website only for lawful purposes.
• You must not misuse our site by introducing viruses, hacking, or attempting unauthorized access.
• Content on this site (logos, product descriptions, images) is protected by copyright and cannot be copied without permission.

8. Liability & Disclaimers

We strive to provide accurate product descriptions, but we do not offer medical claims about our products.

• We are not responsible for allergic reactions or pet-specific sensitivities.
• We are not liable for indirect losses such as loss of business, profits, or reputation.
• Our liability is limited to the value of the purchased product in case of issues.

9. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, strikes, pandemics, supply chain issues, or government actions.

10. Changes to Terms & Conditions

GroovyPets UK reserves the right to update these Terms & Conditions at any time. Any changes will be posted on our website. Your continued use of our services signifies acceptance of the updated terms.

11. Contact Us

If you have any questions or concerns regarding these Terms & Conditions, please contact us:

Groovypets UK
1 Queen Square
Bath
BA1 2HA