Terms & Conditions

Terms & Conditions

The Terms and Conditions were last updated on May 23, 2025

1. Introduction

These Terms and conditions apply to this website and to the transactions related to our products and services. You may be bound by additional contracts related to your relationship with us or any products or services that you receive from us. If any provisions of the additional contracts conflict with any provisions of these Terms, the provisions of these additional contracts will control and prevail.

2. Binding

By registering with, accessing, or otherwise using this website, you hereby agree to be bound by these Terms and conditions set forth below. The mere use of this website implies the knowledge and acceptance of these Terms and conditions. In some particular cases, we can also ask you to explicitly agree.

3. Electronic communication

By using this website or communicating with us by electronic means, you agree and acknowledge that we may communicate with you electronically on our website or by sending an email to you, and you agree that all agreements, notices, disclosures, and other communications that we provide to you electronically satisfy any legal requirement, including but not limited to the requirement that such communications should be in writing.

4. Intellectual property

We or our licensors own and control all of the copyright and other intellectual property rights in the website and the data, information, and other resources displayed by or accessible within the website.

4.1 All the rights are reserved

Unless specific content dictates otherwise, you are not granted a license or any other right under Copyright, Trademark, Patent, or other Intellectual Property Rights. This means that you will not use, copy, reproduce, perform, display, distribute, embed into any electronic medium, alter, reverse engineer, decompile, transfer, download, transmit, monetize, sell, market, or commercialize any resources on this website in any form, without our prior written permission, except and only insofar as otherwise stipulated in regulations of mandatory law (such as the right to quote).

5. Newsletter

Notwithstanding the foregoing, you may forward our newsletter in the electronic form to others who may be interested in visiting our website.

6. Third-party property

Our website may include hyperlinks or other references to other party’s websites. We do not monitor or review the content of other party’s websites which are linked to from this website. Products or services offered by other websites shall be subject to the applicable Terms and Conditions of those third parties. Opinions expressed or material appearing on those websites are not necessarily shared or endorsed by us.

We will not be responsible for any privacy practices or content of these sites. You bear all risks associated with the use of these websites and any related third-party services. We will not accept any responsibility for any loss or damage in whatever manner, however caused, resulting from your disclosure to third parties of personal information.

7. Responsible use

By visiting our website, you agree to use it only for the purposes intended and as permitted by these Terms, any additional contracts with us, and applicable laws, regulations, and generally accepted online practices and industry guidelines. You must not use our website or services to use, publish or distribute any material which consists of (or is linked to) malicious computer software; use data collected from our website for any direct marketing activity, or conduct any systematic or automated data collection activities on or in relation to our website.

Engaging in any activity that causes, or may cause, damage to the website or that interferes with the performance, availability, or accessibility of the website is strictly prohibited.

8. Registration

You may register for an account with our website. During this process, you may be required to choose a password. You are responsible for maintaining the confidentiality of passwords and account information and agree not to share your passwords, account information, or secured access to our website or services with any other person. You must not allow any other person to use your account to access the website because you are responsible for all activities that occur through the use of your passwords or accounts. You must notify us immediately if you become aware of any disclosure of your password.

After account termination, you will not attempt to register a new account without our permission.

9. Refund and Return policy

9.1 Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third-party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post, fax, or email). Our contact details can be found below. You may use the attached model withdrawal form, but it is not obligatory.

You can also electronically fill in and submit the model withdrawal form or any other unequivocal statement on our website.

If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (for example by email) without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

9.2 Effects of withdrawal

If you withdraw from this contract, we shall reimburse you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

You shall send back the goods or hand them over to us or a person authorised by us to receive the goods, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Please note that there are some legal exceptions to the right to withdraw, and some items can therefore not be returned or exchanged.  We will let you know if this applies in your particular case.

10. Idea submission

Do not submit any ideas, inventions, works of authorship, or other information that can be considered your own intellectual property that you would like to present to us unless we have first signed an agreement regarding the intellectual property or a non-disclosure agreement. If you disclose it to us absent such written agreement, you grant to us a worldwide, irrevocable, non-exclusive, royalty-free license to use, reproduce, store, adapt, publish, translate and distribute your content in any existing or future media.

11. Termination of use

We may, in our sole discretion, at any time modify or discontinue access to, temporarily or permanently, the website or any Service thereon. You agree that we will not be liable to you or any third party for any such modification, suspension or discontinuance of your access to, or use of, the website or any content that you may have shared on the website. You will not be entitled to any compensation or other payment, even if certain features, settings, and/or any Content you have contributed or have come to rely on, are permanently lost. You must not circumvent or bypass, or attempt to circumvent or bypass, any access restriction measures on our website.

12. Warranties and liability

Nothing in this section will limit or exclude any warranty implied by law that it would be unlawful to limit or to exclude. This website and all content on the website are provided on an “as is” and “as available” basis and may include inaccuracies or typographical errors. We expressly disclaim all warranties of any kind, whether express or implied, as to the availability, accuracy, or completeness of the Content. We make no warranty that:

  • this website or our products or services will meet your requirements;
  • this website will be available on an uninterrupted, timely, secure, or error-free basis;
  • the quality of any product or service purchased or obtained by you through this website will meet your expectations.

Nothing on this website constitutes or is meant to constitute, legal, financial or medical advice of any kind. If you require advice you should consult an appropriate professional.

The following provisions of this section will apply to the maximum extent permitted by applicable law and will not limit or exclude our liability in respect of any matter which it would be unlawful or illegal for us to limit or to exclude our liability. In no event will we be liable for any direct or indirect damages (including any damages for loss of profits or revenue, loss or corruption of data, software or database, or loss of or harm to property or data) incurred by you or any third party, arising from your access to, or use of, our website.

Except to the extent any additional contract expressly states otherwise, our maximum liability to you for all damages arising out of or related to the website or any products and services marketed or sold through the website, regardless of the form of legal action that imposes liability (whether in contract, equity, negligence, intended conduct, tort or otherwise) will be limited to the total price that you paid to us to purchase such products or services or use the website. Such limit will apply in the aggregate to all of your claims, actions and causes of action of every kind and nature.

13. Privacy

To access our website and/or services, you may be required to provide certain information about yourself as part of the registration process. You agree that any information you provide will always be accurate, correct, and up to date.

We take your personal data seriously and are committed to protecting your privacy. We will not use your email address for unsolicited mail. Any emails sent by us to you will only be in connection with the provision of agreed products or services.

We have developed a policy to address any privacy concerns you may have. For more information, please see our Privacy Statement and our Cookie Policy.

14. Accessibility

We are committed to making the content we provide accessible to individuals with disabilities. If you have a disability and are unable to access any portion of our website due to your disability, we ask you to give us a notice including a detailed description of the issue you encountered. If the issue is readily identifiable and resolvable in accordance with industry-standard information technology tools and techniques we will promptly resolve it.

15. Export restrictions / Legal compliance

Access to the website from territories or countries where the Content or purchase of the products or Services sold on the website is illegal is prohibited. You may not use this website in violation of export laws and regulations of United Kingdom.

16. Assignment

You may not assign, transfer or sub-contract any of your rights and/or obligations under these Terms and conditions, in whole or in part, to any third party without our prior written consent. Any purported assignment in violation of this Section will be null and void.

17. Breaches of these Terms and conditions

Without prejudice to our other rights under these Terms and Conditions, if you breach these Terms and Conditions in any way, we may take such action as we deem appropriate to deal with the breach, including temporarily or permanently suspending your access to the website, contacting your internet service provider to request that they block your access to the website, and/or commence legal action against you.

18. Force majeure

Except for obligations to pay money hereunder, no delay, failure or omission by either party to carry out or observe any of its obligations hereunder will be deemed to be a breach of these Terms and conditions if and for as long as such delay, failure or omission arises from any cause beyond the reasonable control of that party.

19. Indemnification

You agree to indemnify, defend and hold us harmless, from and against any and all claims, liabilities, damages, losses and expenses, relating to your violation of these Terms and conditions, and applicable laws, including intellectual property rights and privacy rights. You will promptly reimburse us for our damages, losses, costs and expenses relating to or arising out of such claims.

20. Waiver

Failure to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision.

21. Language

These Terms and Conditions will be interpreted and construed exclusively in English. All notices and correspondence will be written exclusively in that language.

22. Entire agreement

These Terms and Conditions, together with our privacy statement and cookie policy, constitute the entire agreement between you and Furry Forage in relation to your use of this website.

23. Updating of these Terms and conditions

We may update these Terms and Conditions from time to time. It is your obligation to periodically check these Terms and Conditions for changes or updates. The date provided at the beginning of these Terms and Conditions is the latest revision date. Changes to these Terms and Conditions will become effective upon such changes being posted to this website. Your continued use of this website following the posting of changes or updates will be considered notice of your acceptance to abide by and be bound by these Terms and Conditions.

24. Choice of Law and Jurisdiction

These Terms and Conditions shall be governed by the laws of United Kingdom. Any disputes relating to these Terms and Conditions shall be subject to the jurisdiction of the courts of United Kingdom. If any part or provision of these Terms and Conditions is found by a court or other authority to be invalid and/or unenforceable under applicable law, such part or provision will be modified, deleted and/or enforced to the maximum extent permissible so as to give effect to the intent of these Terms and Conditions. The other provisions will not be affected.

25. Contact information

This website is owned and operated by Furry Forage.

You may contact us regarding these Terms and Conditions through our contact page.

How long will it be before I receive my order?

We aim to process all orders within 48 hours unless it is a customised product e.g Ultimate Forage Box where we aim to process all orders within 72 hours.

Postage takes 2 - 4 days, delays may be possible during bank holidays.

Are your products recyclable?

All our labels and resealable bags are 100% recyclable. Our poly bags are made from 30% recyclable materials but we are constantly looking to make these 100%.

What is the difference between Furry Forage & Furry Paws?

Furry Forage is our brand aimed at small animals providing healthy and 100% safe products.

Furry Paws is our brand aimed at dogs and cats providing healthy and allergy friendly treats and other supplements.

I am a business or charity can I get discounts on products?

If you’re a business or charity and interested in opening a trade account with us please send us an email at info@furryforage.co.uk stating your business name, address, company number and which service you’re wanting. If you’re a charity please tell us your charity number or if you aren’t currently registered please send us your social media so we can verify you’re a charity.

We quote prices based on individual needs and offer discounts for anyone wanting more than one service (Please note trade prices are final, the quotes will change on white label and order fulfilment only). Please state exactly what you want in the email and we can also provide a digital file listing all the trade prices if wanted.

Samples can be sent out to those interested in Stockist, White Label and Bulk purchases. Please contact us for more information.

Become a stockist

All of our Furry Paws brand can be stocked with a low MOQ, some of our popular stocked products are our Crunchy dog treats; Veggie, Coconut, Seaweed & Spirulina, Herb, Fish and Insect. We also have our Furry Forage range currently only our Ultimate Forage Bag can be stocked. We do have plans to expand the range which can be stocked. These are all our individual forage and chews plus our other mixes.

Trade Bulk Purchases

We offer trade prices on our bulk individual forage, chews and forage mixes. The MOQ is 3kg of each or we offer custom mixes for a MOQ of 5kg for each mixture (these mixtures will be quoted based on what you want). Please email us for further information on trade prices and we can send a digital list.

White Label Products

We can provide white label for any of our products across both Furry Forage and Furry Paws brand. We will also provide white label on custom mixtures and will offer discount if you have both. We will white label products but packaging and/or labels will have to be provided, unfortunately we don’t offer design services for these. We are happy to provide blank packaging if needed but labels will need to be designed. For an extra cost we can get the labels printed using our own printers that we use. We quote based on individual needs and MOQ will be different based on what is needed and what services are used.

Order Fulfilment and Storage

We offer storage and order fulfilment at low prices so it can suit all sized businesses at our warehouse based in Nottingham. We do just offer storage but this is not accessible unless by notice. We are registered with Trading Standards and APHA to hold and manage pet food, including animal by products. There is no MOQ as we quote based on how much storage is needed and if you require order fulfilment how many orders on average per week and if weekend fulfilment is needed. We do offer discount if white label products are used. We have multiple ways in which we can fulfil business orders please email us for more information. We do allow viewing of the warehouse space before placing an order.

Can I get a refund if I no longer want it?

Furry Forage Refund & Return Policy

Effective Date: 23/05/2025

Thank you for shopping with Furry Forage! We value your satisfaction and strive to provide high-quality pet food, treats, and subscription services. Please review our refund and return policy below.

1. Custom Boxes and Subscription Boxes

  • No Refunds: Custom boxes and subscription boxes are non-refundable.
  • Cancellation Policy:
    • For subscriptions renewing every two weeks or longer: Cancellations must be made through your account at least 7 days prior to the next payment date.
    • For weekly renewals: Cancellations or delays must be made at least 5 days prior to the renewal date.

2. Print on Demand Items

  • No Refunds: Print on demand items are non-refundable. If an item is misprinted or damaged, please contact us at info@furryforage.co.uk. We will coordinate with our supplier to send a replacement.

3. Perishable Items

  • No Refunds: Perishable items, including forage and natural treats, are non-refundable.

4. Damaged Products

  • Refund or Replacement: If you receive a damaged product (e.g., dog food bags), you may return the item for a refund or a replacement will be sent once we receive the returned item.
  • Return Process: Items must be returned in their original packaging with the returns form included. The customer is responsible for return shipping costs.

5. Damaged Packaging

  • No Refunds: No refunds will be issued for products with damaged or broken packaging during box clearance sales.

6. Return Shipping Costs

  • Customer Responsibility: The customer is responsible for the cost of return shipping.
  • Postage Refund: If the product is returned due to damage and you request a replacement, Furry Forage will refund the return postage cost. Proof of postage must be emailed to info@furryforage.co.uk before the refund is processed.
  • Full Refund: A full refund, including the cost of return postage, will be issued once the returned product is received.

7. Initiating a Refund

  • Contact Us: To initiate a refund, email info@furryforage.co.uk with proof of the damage, including photos of the product and packaging, and any missing items.
  • Returns Form: Furry Forage will provide a returns form, which must be completed and included with the returned product.
  • Postage Receipt: Please email the postage receipt to us for a refund of the return postage cost, if applicable.

8. Incorrect Orders

  • Replacement: If you receive an incorrect order, please email info@furryforage.co.uk with photos showing the missing items. We will send a replacement product.

9. Refund Processing

  • Original Payment Method: Refunds will be issued to the original payment method.
  • Processing Time: Please allow up to 7 days for your refund to be processed.

10. Shipping Policy

  • UK Shipping Only: We ship to the UK, including Northern Ireland.
  • Tracked Shipping: All orders are shipped with tracked 48-hour service from the time your order is processed. We do not offer untracked shipping methods.
  • Free Shipping: Orders of £50 or more qualify for free shipping. 
  • Tracking Information: Customers will receive their tracking numbers via email once their order has been shipped.

11. Order Processing Time

  • Standard Orders: We aim to process all orders within 48 hours.
  • Custom Orders: Custom orders may take up to 72 hours to process.

12. Weekend and Bank Holiday Processing

  • Order Processing: We process orders on weekends and bank holidays. While postage will not occur on bank holidays, processing will be completed during this time, and items will be shipped on the next working day or weekend.

13. Response Time for Enquiries

  • Email Response: Please allow up to 48 hours for a response to any email enquiry, including refund or replacement requests, unless stated otherwise on our website or social media pages.

14. Extended Return Dates for Delayed Responses

  • Return Date Extension: If we do not respond to a refund or replacement request within 48 hours, the return date will be extended by the number of days it took us to respond. For example, if a refund request is made on the 1st with a return deadline of the 29th, and we respond on the 5th, the new return deadline will be extended to the 3rd of the next month (or the appropriate date based on the month’s length).

15. Refund Request Period

  • Request Deadline: You have 14 days from the date of receipt to request a refund. The item (if required) must be returned and received by us within 28 days from the date you received the product.

How can I cancel or edit my subscription?

You can manage your subscriptions through your online account. You can cancel, change frequency, pause, skip and edit item options for your subscriptions.

If you are having trouble with your subscriptions please contact us either through our contact page, social media, phone or email us at info@furryforage.co.uk with your details.

Do you have a physical shop?

No we do not have a physical shop open to the public but we do operate from a warehouse where we provide our trade services.

Even though we only sell online our products can also be found in local pet shops and garden centres around the UK.

You can meet us each year at 'The National Rabbit Festival' where we will be standing selling all the products you see on our website including our vegan dog treats.

What are your 'Trusted Partners'?

Our trusted partners are small businesses in which we trust and recommend to our customers if they need support, whether that be pet nutrition or someone who has recently lost a furry family member and need a pet bereavement councillor to help support them.

We do not receive any benefits or payments for advertising them on the website they're on our website solely because we want our customers to gain the best access to support if it's ever needed. Please visit our 'Trusted Partners' page on our drop down menu for more information.