Terms of Service

These Terms of Service (“Terms”) govern your use of zooppies.com and any purchase you make from Zooppies.

Please read these Terms carefully before using our website or placing an order. By accessing our website or purchasing from us, you agree to these Terms.

Nothing in these Terms limits or excludes any statutory rights that cannot legally be limited or excluded under applicable consumer law.

1. About Zooppies

Zooppies operates an online pet products store serving customers in the United Kingdom.

Trading name: Zooppies
Legal name: Zooppies
Email: support@zooppies.com
Website: https://zooppies.com

Our store is hosted by Shopify, which provides the e-commerce platform that allows us to offer and sell our products.

2. Using our website

You may use our website only for lawful personal purposes.

You must not:

• use the website for fraudulent, unlawful or harmful activity;

• attempt to gain unauthorised access to our website, accounts or systems;

• introduce viruses, malicious code or other harmful technology;

• interfere with the security or operation of the website;

• collect or misuse information belonging to other users;

• copy, reproduce or commercially exploit our website content without permission;

• place false, fraudulent or unauthorised orders.

We may suspend or restrict access to the website where reasonably necessary to protect our customers, business or systems or to comply with legal obligations.

3. Customer eligibility

To place an order, you must:

• be legally capable of entering into a binding contract;

• provide accurate and complete information;

• provide a valid delivery address within an area we currently serve;

• be authorised to use the selected payment method.

If you place an order on behalf of another person or organisation, you confirm that you have authority to act on their behalf.

4. Product information

We make reasonable efforts to present product descriptions, photographs, colours, dimensions, materials, compatibility and sizing information accurately.

However, colours and appearance may vary slightly depending on your device, screen settings, lighting and manufacturing variations. Measurements may also be subject to reasonable tolerances.

Please read the complete product description and sizing information before ordering. If you are unsure whether a product is suitable for your pet, contact us before placing your order.

Products must always be used according to their instructions and with appropriate supervision. Toys and accessories should be regularly inspected and discontinued if they become damaged or unsafe.

Information on our website is not a substitute for advice, diagnosis or treatment from a qualified veterinary professional. Contact a veterinarian if you have concerns about your pet’s health or wellbeing.

5. Product availability

All products are subject to availability.

Adding a product to your basket does not reserve it. Occasionally, an item may become unavailable after an order has been placed.

If we cannot supply a product, we will contact you and offer an appropriate solution, such as:

• cancelling the unavailable item;

• issuing a refund;

• providing an alternative where you agree to the substitution.

We will not send a substitute product without your agreement.

We may change or discontinue products where reasonably necessary, but this will not affect an order that we have already accepted unless we contact you and agree on an alternative solution.

6. Placing an order and forming the contract

When you place an order, you are making an offer to purchase the selected products.

After your order is submitted, you should receive an order acknowledgement email. This email confirms that we have received your order but does not necessarily mean that we have accepted it.

A contract between you and Zooppies is normally formed when we send confirmation that your order has been accepted or dispatched.

We may refuse or cancel an order before dispatch for legitimate reasons, including:

• the product is unavailable;

• the payment cannot be authorised;

• the delivery address is outside an area we serve;

• the product or price contained an obvious error;

• we reasonably suspect fraud, misuse or unauthorised activity;

• an order exceeds reasonable quantity limits.

If payment has already been collected for an order that we cannot accept, we will refund the relevant amount to the original payment method.

7. Prices, VAT and payment

Prices are displayed in pounds sterling (£), unless clearly stated otherwise.

Any VAT or other tax that Zooppies is legally required to collect will be included in, or clearly shown as part of, the total price before you submit your order.

Delivery charges, if any, will also be displayed before you complete the purchase.

For imported consignments, applicable VAT, customs or import rules may depend on the value of the consignment and the applicable UK requirements. Any taxes or duties collected by Zooppies will be shown at checkout.

If a delivery carrier unexpectedly asks you to pay an additional import charge, please contact support@zooppies.com before making the payment.

We accept the payment methods displayed at checkout. Available options may vary depending on your device, location and the payment services enabled on our store.

Payment services are provided by Shopify and supported third-party payment providers. Zooppies does not receive your complete payment card number.

You confirm that the payment information provided is accurate and that you are authorised to use the selected payment method.

8. Pricing and website errors

We try to ensure that prices, product descriptions, promotions and availability information are correct.

If we discover an obvious error after you place an order, we will contact you as soon as reasonably possible. You may be offered the option to proceed using the correct information or cancel the affected item for a full refund.

We will not be required to supply a product at an obviously incorrect price if the error could reasonably have been recognised as a mistake.

9. Delivery

Orders are normally processed and dispatched within 1–2 working days.

After dispatch, delivery is estimated to take 7–12 working days unless a different estimate is clearly displayed for a particular product or agreed with you.

Working days are Monday to Friday, excluding UK bank holidays.

Delivery times are estimates rather than guarantees. Delays may occur because of the delivery address, carrier, public holidays, customs procedures, weather, high order volumes or circumstances outside our reasonable control.

We will provide tracking information where available. Tracking updates may take some time to appear after dispatch.

You are responsible for providing a complete and accurate delivery address. Contact us as soon as possible if you notice an error. We cannot guarantee that an address can be changed once processing or fulfilment has begun.

The products remain at Zooppies’ risk until they come into the physical possession of you or a person identified by you to receive them, except where you independently arrange a carrier that was not offered by us.

Complete delivery information is available in our Shipping & Delivery Policy.

10. Delivery problems

If your order is delayed, marked as delivered but cannot be found, arrives incomplete or does not arrive within the communicated timeframe, contact support@zooppies.com.

Please include:

• your order number;

• the email address used at checkout;

• a description of the problem;

• any relevant tracking information.

We may need to investigate the delivery with the carrier or fulfilment partner before providing a replacement or refund.

Reporting a delivery problem promptly helps us investigate it, but nothing in this section removes your statutory consumer rights.

11. Changes and cancellations before dispatch

If you need to change or cancel an order, contact us as soon as possible.

The one-hour automatic cancellation option available through a customer account applies only to automatic cancellation requests. It does not limit your statutory cancellation or consumer rights.

We cannot guarantee that an order can be changed or cancelled once it has entered processing, fulfilment or dispatch.

If an order has already been dispatched, you may need to receive it and follow the return instructions in our Returns & Refunds Policy.

12. Right to cancel an online purchase

If you are a consumer, you normally have the legal right to cancel an eligible online purchase within 14 days after the day on which you, or a person identified by you, receives the goods.

You do not normally need to provide a reason.

After notifying us of your decision to cancel, you will normally have a further 14 days to return the goods.

To exercise your right to cancel, email support@zooppies.com with a clear statement confirming your decision. Include your name, order number and the email address used at checkout.

Cancellation rights may not apply to certain products where a legal exception applies, including:

• personalised or custom-made products;

• products that deteriorate or expire rapidly;

• sealed products that are not suitable for return for health-protection or hygiene reasons after the seal has been broken;

• other products excluded under applicable law.

We will not apply an exception unless it is legally relevant to the product and circumstances.

Complete conditions, return instructions and refund information are available in our Returns & Refunds Policy, which forms part of these Terms.

13. Return costs and condition of returned products

If you cancel because you changed your mind, you will normally be responsible for arranging and paying the return postage, as explained in our Returns & Refunds Policy.

If a product is faulty, damaged, incorrect, not as described or otherwise fails to meet your statutory rights, Zooppies will cover reasonable return costs where required by law.

You may inspect a product in the same way you reasonably could in a physical shop. We may reduce a refund where the product’s value has been diminished because it was handled beyond what was reasonably necessary to establish its nature, characteristics and functioning.

Do not return a product to an address shown on the original parcel without first contacting us. The return address may be different from the supplier’s or carrier’s dispatch address.

14. Refunds

Approved refunds will normally be made to the original payment method.

For an eligible change-of-mind cancellation, we will refund the product price and any standard outbound delivery charge that you paid. Additional costs resulting from choosing a more expensive delivery option do not need to be refunded beyond the cost of standard delivery.

Where permitted by law, we may withhold the refund until:

• we receive the returned products; or

• you provide evidence that the products have been sent back,

whichever occurs first.

Once a refund is issued, your bank or payment provider may require additional time to process and display it in your account.

15. Faulty, damaged, incorrect or misdescribed products

Products supplied by Zooppies must be:

• of satisfactory quality;

• fit for their usual purpose and any particular purpose agreed with us;

• as described.

If a product arrives faulty, damaged, incorrect or materially different from its description, contact support@zooppies.com and include:

• your order number;

• a description of the issue;

• clear photographs or video where reasonably helpful;

• photographs of the parcel and delivery label where relevant.

We may request reasonable evidence to assess the problem, but this does not remove your statutory rights.

Depending on the circumstances and applicable law, you may be entitled to a refund, repair, replacement or price reduction.

Sale and discounted products carry the same statutory rights as full-price products.

16. Promotions and discount codes

Promotions and discount codes may be subject to additional conditions displayed with the relevant offer.

Unless stated otherwise:

• discount codes cannot be exchanged for cash;

• only one discount code may be used per order;

• discounts cannot be applied retrospectively;

• codes may have an expiry date or minimum spend;

• certain products may be excluded;

• promotions remain subject to product availability.

We may cancel or refuse a promotion where we reasonably identify fraud, misuse, a technical error or a violation of its stated conditions.

This does not affect orders already validly accepted unless an obvious error or unlawful activity is involved.

17. Customer accounts

You may be able to create a customer account, but an account is not required to place an order unless clearly stated.

You are responsible for:

• providing accurate account information;

• keeping your login details secure;

• restricting unauthorised access to your device or account;

• notifying us promptly if you suspect unauthorised use.

We may suspend or close an account where reasonably necessary because of fraud, misuse, security concerns or a material breach of these Terms.

18. Reviews and customer content

If you submit a review, photograph, comment or other content, you confirm that:

• it reflects your genuine experience;

• it is accurate to the best of your knowledge;

• you have the right to submit it;

• it does not infringe another person’s rights;

• it is not unlawful, abusive, misleading or fraudulent.

You retain ownership of your content but grant Zooppies a non-exclusive, worldwide, royalty-free licence to display, reproduce and use it in connection with our website, products and marketing, subject to applicable law and your privacy rights.

We may moderate or remove content that violates these Terms, but we will not suppress a genuine review merely because it is negative.

19. Intellectual property

The website and its content, including the Zooppies name, logo, graphics, text, photographs, design and software, are owned by or licensed to Zooppies and are protected by applicable intellectual-property laws.

You may access and use the website for personal, non-commercial shopping purposes.

You must not reproduce, distribute, modify, publish, sell or commercially exploit our content without prior written permission, except where permitted by law.

Third-party names, logos and trademarks remain the property of their respective owners.

20. Third-party services and links

Our website may include services, content or links provided by third parties, including Shopify, payment providers, delivery carriers, tracking services, social-media platforms and other applications.

We are not responsible for the independent content, availability or practices of third-party websites that we do not control.

Using a third-party service may be subject to that provider’s own terms and privacy policy. You should review those terms before using the service.

Nothing in this section removes Zooppies’ responsibility for fulfilling its obligations as the seller of your products.

21. Privacy and cookies

We collect and process personal information in accordance with our Privacy Policy.

Our use of cookies and similar technologies is explained in our Cookie Policy and through the privacy choices available on our website.

Please do not send payment card details, passwords or unnecessary sensitive information through email or our contact form.

22. Our responsibility to you

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.

Products sold through our consumer store are provided for personal and domestic use. We are not responsible for business losses, loss of profit, loss of business, loss of opportunity or business interruption arising from use of products for commercial purposes.

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• breach of your statutory consumer rights;

• defective products where liability cannot legally be excluded;

• any other liability that cannot be excluded under applicable law.

23. Events outside our reasonable control

We are not responsible for delay or failure caused by circumstances outside our reasonable control, such as severe weather, natural disasters, industrial action, transport disruption, carrier interruption, customs delays, government action, public-health emergencies, failures of telecommunications or significant supplier disruption.

If such an event affects your order, we will take reasonable steps to reduce the impact and keep you informed.

If the delay becomes substantial, you may contact us to discuss cancellation or another appropriate solution. Your statutory rights remain unaffected.

24. Changes to these Terms

We may update these Terms to reflect changes to our services, business practices, technology or legal requirements.

The version that applies to your order will normally be the version available when you place that order.

The latest version will be published on this page, and the “Last updated” date will be changed accordingly.

25. Severability and waiver

If any part of these Terms is found to be unlawful or unenforceable, the remaining sections will continue to apply.

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

26. Transfer of rights

We may transfer our rights or obligations under these Terms to another organisation where this does not reduce your rights.

You may transfer your rights under these Terms where the law permits or where we agree in writing.

27. Governing law and disputes

These Terms and contracts formed through our website are governed by the laws of England and Wales.

However, if you are a consumer living in Scotland, Northern Ireland or another jurisdiction, you retain the benefit of any mandatory consumer protections provided by the laws applicable where you live.

Nothing in these Terms prevents you from bringing proceedings in a court that has jurisdiction under applicable consumer law.

If a dispute arises, please contact support@zooppies.com first so that we can try to resolve it directly with you.

28. Contact us

If you have questions about these Terms, an order or your consumer rights, contact:

Zooppies
Legal name: Zooppies
Email: support@zooppies.com