Terms and conditions
1.1 Scope of Terms: These Terms govern the supply of products by us to you through our website or over the phone and outline how you may use our website, interact with us through live chat, social media, or email.
1.2 Importance of Reading: Before placing an order, please read these Terms thoroughly. They provide important information about who we are, how we will supply products to you, how the contract may be altered or terminated, and how to address any issues that may arise. If you believe there is an error in these Terms, please reach out to us for clarification.
1.3 Disagreement with Terms: If you do not agree to these Terms, please refrain from using our website, creating an account, inputting information into functional areas of the site, or placing any orders with us. To order products from our website, you must accept these Terms.
1.4 Additional Information: These Terms also apply in conjunction with the following additional terms:
1.5 Changes to Terms: We periodically revise these Terms. Each time you use our website or place an order with us, please review these Terms to ensure you understand the applicable terms at that time. If you have initiated a subscription with us and do not agree to any changes made to these Terms, you must cancel your subscription. Instructions for cancelling are provided below.
1.6 Changes to Website: We may make changes to our website to reflect our business priorities, but we cannot guarantee that our website or any of its content will always be available or uninterrupted. We may temporarily or permanently suspend or restrict access to all or part of our website for business or operational reasons. In such cases, we will make an effort to provide reasonable notice of any major changes or suspension.
2. About us
2.1. About us: These Terms and Conditions govern the purchase of goods by the customer through the Website, www.marleybones.com. The supplier, Marleybones Limited, is a company registered in England with company number 12216353 and having its registered office at Profile West Suite 2, Floor 1, 950 Great West Road, Brentford, England, TW8 9ES and its trading address at 99-109 Lavender Hill, Unit 36, Battersea Business Centre, SW11 5QL.
2.2. How to contact us: Inquiries and correspondence may be directed to Marleybones Limited at firstname.lastname@example.org.
2.3. Communication with you: In the event that we need to reach out to you, we will do so by sending an email to the email address or postal address provided by you during the ordering process, or by calling the phone number on file in your Account details.
3. Registration and Account management
3.1 Creating an Account: To make purchases and participate in consultations, you must register with us through the process outlined on the Site. This will create a user account (your “Account”) with a unique username and information about you and your pet(s). This gives you access to areas of the Site where you can edit and add information, as well as the ability to purchase products from us.
3.2 Account Details: It is your responsibility to keep your Account details, including username and password, confidential and secure. Do not share them with any third party. Additionally, make sure the information you provide in connection with your Account is accurate and complete, as this may impact our ability to provide products to you.
3.3 Disabling your Account: We have the right to disable your username and password if you fail to comply with these Terms.
3.4 Unauthorized Access: Accounts are non-transferable and cannot be assigned to others. If you suspect anyone else knows your login information, notify us immediately via email at email@example.com.
3.5 Account Changes: You are responsible for all changes and actions taken within the Account Pages of the Site, such as changes to pet information, subscription plans, postal address, and delivery instructions.
3.6 Age Restriction: Our Site is intended for users over the age of 18. By registering an Account, you confirm that you are at least 18 years old.
4 Orders and Subscriptions
4.1 Our Subscription Service: When you sign up for one of our plans, you will be subscribed to a regular delivery of products from us. The delivery intervals will be specified on the subscription page and in accordance with these terms.
4.2 Order Acceptance: We will accept your order by emailing you and a contract will be formed between you and Marleybones at that point.
4.3 Valid Payment Details: To purchase products from the site, you must have correct and up-to-date payment information entered in your User Account.
4.4 Unable to Accept Order: If we cannot accept your order, we will inform you and may not charge you for the product. This may be due to the product being out of stock, unexpected limitations in our resources, or an error in the product’s price or description.
4.5 Changes to Details: You must promptly update us of any changes to your information, including payment details, through the Account Pages. If we are unable to process payment from your card, we may still send your order and request payment after delivery. We also reserve the right to not process your order.
4.6 Changes to Subscription Order(s): For subscription orders, if you need changes to take effect before your next delivery, you must update your Account prior to the cut-off date and time. Marleybones reserves the right to change the cut-off date and time, and will notify you of any changes. After the cut-off time, you will not be able to make changes to your order, including but not limited to cancellations, address changes, payment details, and box contents. You will be charged for any delivery in progress at the cut-off time.
4.7 Prices: The total price you pay for your product will include the specific box price, calculated on the day your order is processed, plus VAT where applicable. This breakdown will be displayed on the site before you confirm your order, and you can make changes to your details and pet information before completing your purchase.
4.8 Order Payment: The total price will be charged to the payment method or card we have on file in your Account at the cut-off time for each specific order. It’s your responsibility to keep your payment information valid and up-to-date and to have sufficient funds in your bank account at the time of payment. If payment is unsuccessful due to insufficient funds, outdated information, or other disputes, Marleybones may still deliver the order and attempt to charge you again. Marleybones reserves the right to recover the outstanding amount by charging the failed payment again or through other means. If payment is not received on time, Marleybones may charge additional fines and may transfer the management and collection of the debt to a third-party agency, the costs of which may be passed on to you. Marleybones may pause execution of the agreement and delivery of orders if payment obligations are not met.
4.9 Account Pages: You can manage your future orders through your Account Pages, and changes you make may affect the price of your order, which will be displayed to you once submitted.
4.10 Stopping Subscription: Your subscription will remain active unless stopped through your Account Pages. If you stop and reactivate your Marleybones account at a later time, the plan price may differ from the price at the time of stopping your original account.
5 Price and payment
5.1 Where to find the price for the product: The product price, including VAT, can be found on the order pages at the time of placement. We make sure to provide accurate pricing information.
5.2 We will pass on changes in the rate of VAT. In case of a change in VAT rate between the order date and delivery date, we will adjust the VAT amount you pay, unless the full payment for the product has already been made before the VAT change takes effect.
6. Discount and offers
6.1 Discounts: From time to time, we may offer special deals to new and existing customers. If we provide introductory offers, they are only available to new Site users. Previous registrants are not eligible for additional offers unless stated otherwise. “Previous registrants” refer to any individual or group who has already utilised our services.
6.2 Free Treats for Life: Marleybones offers its customers free treats for life as a benefit of being a customer. The exact type, flavour, and size of the treats may change from time to time at Marleybones’ discretion. Marleybones reserves the right to revoke and modify the free treat offering, including but not limited to changes in the type, flavour, and size of the treats, at any time and without prior notice to customers. Customers are responsible for checking the Site regularly for updates on the free treat offering.
By accepting these Terms, you acknowledge and agree that Marleybones has the right to change the free treat offering at any time and that Marleybones will have no liability to you or any other person for any such changes.
6.3 Refer a Friend/Free Nosh Scheme: The Scheme allows current Marleybones customers to share special codes with their friends to receive a discount on their initial Marleybones order. The discount is only valid for new customers who have not previously established a Marleybones account or received a delivery from us.
6.4 Reserving the Right to Restrict Misuse of Offers: We reserve the right to temporarily stop any user account(s) and deliveries, and remove any offers from a user account(s), if we discover any abuse or unfair use of the Marleybones discount scheme, referral codes, and associated offers.
6.5 Exclusive discounts: Unless specified, it’s not possible to use discounts and credits simultaneously with any other promotions or deals.
6.7 Subsequent Orders and Discounts: Following the use of a discounted offer, the full price will apply to all future orders unless a new and valid discounted offer is redeemed or active subscriptions and orders are cancelled.
7. Our Product
7.1 Product pacaking and illustrations/photographs: Product packaging may differ from what is shown on our site. Product images are for illustration only and colours may not be accurately represented.
7.2 Product weight: Our weights are set by the UK weights & measures regulation. The “e” symbol as printed next to the weight on our packs of foods means “average weight” for instance it says 390g e, that means the packet of food might not always be 390g, but when it’s been packed into packets the average should be 390g. An average is taken from the whole batch, 3% of packs can be underweight but by no more than double the TNE which would be 6%. This means that 3% of the whole batch can weigh 23.4g less than 390g. Legally there is no upper limit, but we set a max limit to prevent seal contamination. Please bear in mind that weight can be lost in moisture and any remaining product left in the carton.
7.3 Our Ingredients: We use natural ingredients to make our food products. The ingredients or methods may change for business reasons and we reserve the right to make minor changes without notice.
7.4 Subscription box content: The number of beef, chicken, salmon, or lamb dishes in your order may vary. We may substitute different cuts of meat, which may affect protein levels. We’ll inform you of major changes.
7.5 Allergen Advice: Our products may contain allergens. It is your responsibility to ensure that the food does not cause an adverse reaction, and we cannot be held responsible for any allergic reactions.
7.6 Product Changes: From time to time, we may need to make changes to our products to ensure they comply with applicable laws and regulations. This could include changes to the ingredients, packaging, or labelling, among other things. We may also make minor technical adjustments to our products to improve their quality and performance. These changes could be based on feedback from customers, advances in technology, or other factors. If we do make any significant changes to our products, we will inform you in advance. This will give you the opportunity to assess the impact of the changes and make any necessary adjustments to your subscription. We understand the importance of product consistency and reliability, and we will always do our best to minimise any disruptions or confusion that may result from changes to our products.
8.1 Delivery Costs: The delivery charges will be as displayed on our website, unless you are eligible for free delivery.
8.2 Delivery Method: During the ordering process, we will inform you of the delivery date. Delivery will be done through our delivery partner, but some UK postcodes may not be eligible for next-day delivery. Proof of delivery may not always be obtained. We may refuse delivery to certain locations, but we will inform you during the registration process if delivery to your address is possible.
8.3 Delivery Schedule: For subscription products, you can select the delivery dates for the first shipment at the time of ordering or through your account page. Future deliveries will follow a regular schedule, which you can view in your Account page. This includes the cost of the next shipment and the delivery dates. Delivery times may vary based on your location, stock availability, and the information you provide in your account page.
8.4 Delays Beyond Our Control: If delivery is delayed due to events outside of our control, we will inform you as soon as possible and take measures to minimize the impact. We are not responsible for delays caused by these events, but if there is a significant risk of delay, you can contact us to terminate the contract and receive a refund for any undelivered products.
8.5 Unable to Deliver: If no one is present at the delivery address, the product will be left at a safe place, if available. If no safe place is recorded, the product will be left at the most suitable location at the address. Once the delivery is in transit, we cannot arrange for a redelivery or change the delivery location. It is your responsibility to be available for the delivery.
8.6 Failure to re-arrange Delivery: If you do not arrange for redelivery, we will reach out to you for further instructions and may charge you for storage and additional delivery fees. If, despite our efforts, we cannot reach you or arrange for redelivery or collection, we may terminate the contract.
8.7 Missing Deliveries: Report any missing or undelivered deliveries by emailing us at firstname.lastname@example.org.
8.8 Product Shelf Life: Our food products have a shelf life of 18 months and should be consumed before the best before date. After delivery, you must store the products as recommended.
8.9 Information Requirement: We need certain information from you to deliver the products, such as delivery information. If you do not provide this information, we may not be able to deliver your products.
8.10 Suspension of product(s) or order(s): If we need to suspend a product(s) or order(s), we will inform you in advance, unless it is urgent or an emergency. If your product(s) or order(s) is suspended, we will adjust the price so you are not charged for suspended product(s) or order(s).
9.1 Your legal rights: For most products bought online you have a legal right to change your mind within 14 days and receive a refund.
9.2 How to place a return: We want you to be satisfied with the products you receive from Marleybones. If you’re not satisfied and do wish to return any product to us please follow the following steps:
a) Email us at email@example.com from the email address associated with your user account. Please include details of the product that you wish to return. Please do this within 7 days of receiving your product from us.
b) You have 14 days from receipt of the products to send them back to the following address: 99-109 Lavender Hill, Unit 15, Battersea Business Centre, SW11 5QL. Please note that the cost of returning the products is your responsibility. If you choose to refuse a shipment as a way of returning an order, you will also be responsible for the associated costs.
While the products are in your possession prior to return, please handle them with care. Upon receipt, we will inspect the products and may request additional information about the return.
9.3 Refund: We will refund you for any products returned unopened and unused. It can take up to 10 working days from this point for the payment to be credited to your account.
10.1 Cancellation right: You can push or cancel your subscription at any time, through your Account pages. To get help with your cancellation, please email firstname.lastname@example.org or go to your Account pages for more information.
10.2 Order Cancellation or Changes: To cancel or make changes to your order, please do so through your account page before the cut-off date for the next shipment. The estimated shipment date for your upcoming orders can be found on your account page and the delivery schedule page. Your subscription must be cancelled before the last date for changes, which is also indicated on your account page. Please note that orders will still be charged and delivered if your cancellation notification is received after this date.
10.3 Refusal by Us: We reserve the right to refuse or cancel orders at our discretion. If we do so, you will only be charged for orders that have already been shipped to you.
10.4 Product Resale: Our products are only intended for domestic and personal use. You agree not to use the products for any commercial, business, or resale purposes.
11.1 Our legal duties: We have a legal duty to supply the products in conformity with this contract. Nothing in these Terms will affect your legal rights.
11.2 Your rights as a customer: The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk. It is not a failure to conform if the failure has its origin in your materials.
12. Our Liability and Recommendations
12.1 Feeding Guide: Our provided feeding guides and box recommendations are meant to serve as a general reference. As a pet owner, it is your responsibility to keep track of your pet’s weight and health, and to inform us of any changes that may affect your feeding plan. If you have any doubts, please consult with a veterinarian.
12.2 We do not offer prescription diets: Marleybones does not offer prescription diets. If your dog has a medical condition diagnosed by a vet, it is recommended to check with your vet before feeding them Marleybones’ recipes. Marleybones cannot be held responsible for any allergic reactions caused by ingredients listed in the recipes. It is your responsibility to ensure you do not order a recipe that contains an ingredient your pet is allergic to.
12.3 Adverse Reactions: Marleybones cannot be held liable for any adverse reactions or consequences resulting from our food. If your pet has sensitivities, it is always recommended to speak to a vet before feeding them Marleybones’ recipes.
12.4 Medical Advice: Any advice given by Marleybones’ team members is general in nature and not specific to your pet. We always recommend speaking to your pet’s vet who has a complete understanding of your pet’s medical history and can examine them in person. Nothing on our website or communicated by us or our representatives should be taken as medical advice. If you have any concerns about your pet’s weight and health, please consult with your vet.
12.5 Product Handling: Please be aware that Marleybones’ orders can be heavy, and extra care should be taken when accepting delivery and unpacking the contents of the order.
12.6 Price Changes: Marleybones reserves the right to change prices with a minimum notice of four weeks to our subscribers.
13. Excluding liability
13.1 We do not exclude liability: Marleybones does not exclude liability for: (i) any fraudulent act or omission; or (ii) for death or personal injury caused by negligence or breach of the Supplier’s other legal obligations. Subject to this, Marleybones is not liable for (i) loss which was not reasonably foreseeable to both parties at the time when the Contract was made, or (ii) loss (eg loss of profit) to the Customer’s business, trade, craft or profession which would not be suffered by a Consumer – because Marleybones believes the Customer is not buying the Products wholly or mainly for its business, trade, craft or profession.
14. Governing law, jurisdiction and complaints
14.1 Which laws apply to this contract: The Contract (including any non-contractual matters) is governed by the law of England and Wales.
14.2 Where you may bring legal proceedings: Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, in the courts of respectively Scotland or Northern Ireland. We try to avoid any dispute, so we deal with complaints in the following way: If a dispute occurs customers should contact us to find a solution. We will aim to respond with an appropriate solution within 5 days.
15.1 Your privacy is critical to us: We respect your privacy and comply with the General Data Protection Regulation with regard to your personal information.
15.3 Enquires and complaints: For any enquiries or complaints regarding data privacy, you can e-mail: email@example.com.