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Terms & Conditions

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PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING THIS SITE

What’s in these terms?

These terms tell you the rules for using our website www.tuggs.uk (our site).

Who we are and how to contact us

Tuggs.uk is a site operated by Tuggs Ltd (‘We’). We are registered in England and Wales under company number 13493447 and have our registered office 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Our VAT number is 395113004.

To contact us, please email [email protected]

By using our site you accept these terms

By using our site, you confirm that you accept these terms of use and that you agree to comply with them.

If you do not agree to these terms, you must not use our site.

There are other terms that may apply to you

These terms of use refer to the following additional terms, which also apply to your use of our site:

Your information

In order to use our site, you will be required to provide information about yourself (such as identification and contact details) as part of the registration process for the site, or as part of your continued use of the site. You agree that any registration information you give to us will always be accurate, correct and up to date.

Your account

By using our site, you will be required to create a username and password as part of the registration process. You must treat such information as confidential. You must not disclose it to any party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at [email protected]

We may make changes to these terms

We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time. 

Orders and Subscriptions

The subscription service. To make an order you must sign up to a subscription plan which will dictate the timetable to which orders are sent out to you, based on the schedule selected by yourself on the subscription page in accordance with these terms. Your subscription will remain in place until cancelled. 

Cancellation. The subscription can be cancelled through the account page. If you cancel your account fewer than 3 days before your next box is due to be delivered, this order will still be processed. 

Changes. We reserve the right to make minor changes to our recipes when required for business and/or operational reasons. Once an order has been processed we are unable to alter the details for that order. From time to time we may need to change your order due to unforeseen circumstances such as items being out of stock or other unforeseen errors. If we are unable to accept or process your order we will notify you. 

Prices. All prices are inclusive of VAT. We reserve the right to make changes to prices with a minimum of 4 weeks notice to subscribers. 

Customer responsibility. Our food requires refrigeration and is perishable, therefore we expect you to take responsibility for the product once it has been delivered and ensure that it is stored correctly. 

Discounts. Only one discount can be used at any one time. 

How we will accept your order. We will accept your order via email once you have completed the subscription plan sign up at which point a contract will exist between you and us. 

Valid payment details. In order to purchase products from the Site, you must have correct, accurate and valid payment card details entered on your User Account

Suspending subscription if payment not made. If payment for the order is not made at the due date, and if payment is not made within 2 days of us reminding you, we may suspend your account and future deliveries until the outstanding balance is paid. We will contact you to inform you if this is happening. 

Product

Allergies. Our products may contain allergens. It is your responsibility to ensure that any food you feed to your dog does not cause an adverse reaction and we cannot be held responsible for any allergic reaction your pet may have or any adverse consequences resulting from an allergy which you have not disclosed to us. We cannot be held responsible for an allergic reaction when the allergen is an ingredient that is listed. It is your responsibility to order only recipes that do not contain any ingredients that your dog is allergic to. 

Product packaging may vary. The product packaging may vary from what is shown on our site. The exact weight of each individual item may vary slightly from the weight shown on the packaging.

Meal plan. You acknowledge that the meal plan and feeding guide provided by us is intended only as guidance. It is your responsibility to ensure that your dog is healthy and to monitor your pet’s weight and condition, and to inform us of any changes if they could affect our meal plan. For any issues on your dog’s weight or health please consult your vet. Any advice given by a Tuggs employee or consultant is general in nature and we recommend speaking to your pet’s vet.  

No medical advice. Nothing on our site or advice communicated by one of our employees or consultants should be taken as medical advice. Always consult your vet regarding concerns over your pet’s health. 

Receiving your food. Our boxes can be heavy depending on the number of pouches ordered, and extra care should be taken when handling the boxes delivered to you. Pouches should be unpacked at the ground floor if necessary. 

Delivery

When we deliver. Our deliveries occur on weekdays, Tuesday-Friday. Delays may occur due to unforeseen weather events. Delivery occurs within 5 working days from confirmation of the order. 

Recurring orders. With our subscription plan, you can select the first delivery date with each subsequent delivery being posted on a regular schedule depending on your preference. 

Where we deliver. We deliver to mainland UK. 

Safe spaces. If there is no one available to take the order at your address, the order will be left in your specified safe space or the most suitable location. We are unable to arrange redelivery or change delivery address once the order is in transit. 

Missing delivery. You must report any missing or undelivered orders by emailing us at [email protected]

Responsibility. You become responsible for the goods from the time that we deliver the order to your address. You will be notified by our delivery partner of when this is. 

Cancellations. In some circumstances we may not be able to fulfil your order in which case we will offer an alternative or offer a refund. We are not responsible for delays outside our control. 

Changes. If you contact our courier directly we cannot guarantee the safe delivery of your order. You will be responsible for any changes made directly through the courier. 

Theft. We cannot be held responsible for boxes that are stolen once safely delivered. 

Receiving your food. Our boxes can be heavy depending on the number of pouches ordered, and extra care should be taken when handling the boxes delivered to you. Pouches should be unpacked at the ground floor if necessary. 

Customer responsibility. Our food requires refrigeration and is perishable, therefore we expect you to take responsibility for the product once it has been delivered and ensure that it is stored correctly.

Money back guarantee

If you are not 100% satisfied with Tuggs for whatever reason, please notify us within 28 days of your first delivery and we will refund your purchase up to a maximum of £50 minus any discounts that have already been applied. If a discount of over £50 has already been provided for your order then you will not be eligible for the money back guarantee. This guarantee is eligible once per address and we require at least 2 weeks of trialling the food before the refund can take place. Your statutory rights as a consumer are not affected. 

 

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Still have questions?

We’re on call to serve you and your canine.

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