Terms & Conditions
When placing an order you agree to accept these terms and conditions.
Please read them carefully; they may change with or without notice and changes are effective immediately upon being published.
Upon receiving your item via our carrier you must sign that you accept the item is in good condition; if you feel the item may be damaged in transit you are responsible for informing the carrier and making the driver note any possible damage. Once you have taken delivery of your item you have an additional 24 hours to report to Cozy Pet any cosmetic or physical damage to your product or any missing parts, that you may not have noticed on delivery. Outside that additional period of 24 hours, Cozy Pet cannot accept any claims and will not be liable for such damage.
Should an item be returned to us because the customer refused delivery or the carrier was unable to make delivery after repeated attempts Cozy Pet reserves the right to pass a £12.00 carriage charge per carton on to the customer.
Customers have the right to return any item within 14 days of the purchase date returned items must be unused and in the original packaging, customers are responsible to pay for their own return postage. Upon recipt of the item Cozy Pet Ltd will process a refund (Excluding outward postage) within 7 days and reserves the right to withhold a restocking fee of up to 25% if the item can not be resold as 'new'. Items that are used or damaged will not be refunded and the customer can collect these at their own cost.
1.1 What these terms cover. These are the terms and conditions on which we supply our products (“Products”) listed on our website (https://cozypet.co.uk/) (our “Website”) to you.
1.2 What these terms do not cover. These terms do not cover any supply of our Products to businesses and commercial clients.
1.3 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide Products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
2.1 Who we are. We are Cozy Pet Ltd, a company registered in England and Wales. Our company registration number is 09685603 and our registered office is at Cozy Pet Ltd, Norwich Road, Lenwade, Norwich NR9 5SJ (“we”, “our”, “us”).
2.2 How to contact us. You can contact us by telephoning our customer service team at 03308180317, by writing to us at Kirkwood, Felthorpe Road, Attlebridge, Norfolk, NR9 5TF, by emailing us at email@example.com, or by completing the enquiry form which can be found here: https://cozypet.co.uk/contact.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the Products. This might be because a Product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of a Product, because we have been notified of an issue with your order by our nominated delivery supplier, or because we are unable to meet a delivery deadline you have specified.
3.3 We only sell to the UK. Our Website is solely for the promotion of our Products in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK. We also do not deliver or accept orders from, or deliver to, the Channel Islands and the Isles of Scilly.
Products may vary slightly from their pictures. The images of the Products on our Website (or on any third party website from which you purchase our Products, such as amazon.co.uk or ebay.co.uk (“Third Party Platform”)) are for illustrative purposes only. Although we have made every effort to ensure that the description, pictures and specifications of our Products are correctly published on our Website and any Third Party Platform from time to time, these are not intended to be binding and are only intended to give a general description and illustration of our Products. We cannot guarantee that your device will display the Products’ colours accurately, and therefore your Products may vary slightly from those images.
5.1 Minor changes. We have the right to revise and amend these terms from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements, changes to any terms provided by Third Party Platforms, and changes in our operating systems. We may change the Products to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements. These changes will not affect your use of the Products you order.
5.2 More significant changes. In addition, we may make more significant and material changes to these terms or the Products you order, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any Products paid for but not received.
6.1 We sell our Products on Third Party Platforms. We provide our Products to consumers on both our Website, and on Third Party Platforms. You are responsible for reading and agreeing to any Third Party Platform’s terms and conditions. You acknowledge that any order placed for our Products from such Third Party Platforms may be subject to the terms of the applicable Third Party Platform, as well as these terms and conditions.
6.2 Delivery costs. The costs of delivery will be as displayed to you on our Website or the relevant Third Party Platform (as applicable). Depending on where we are delivering to in the UK, there may be an additional charge payable for delivery (as displayed on our Website or the Third Party Platform). You must pay all costs of delivery before we will dispatch the Products to you.
6.3 When we will provide the Products. Subject to our delivery costs having been paid in full (see clause 6.2), we aim to deliver our Products to the address you have provided within 72 hours (Monday-Friday) of having accepted your order. However, please note that this is an estimated delivery time window, and that we use third party nominated delivery carriers to deliver our Products. Our standard nominated delivery carrier (DHL) does not deliver on a Saturday and Sunday.
6.4 We are not responsible for delays outside our control. If our supply of the Products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Products you have paid for but not received.
are not at home when the Products are delivered. If no one is available at
your address to take delivery and the Products cannot be posted through your
letterbox, our nominated delivery carrier will leave you a note informing you
of the attempted delivery. Our nominated delivery carrier will make one further
attempt to deliver your Products. If after making two attempts, our nominated delivery
carrier has been unable to deliver your Products, they will be returned to us.
6.6 If you do not re-arrange delivery. If after two failed delivery attempts to you, you do not re-arrange delivery, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 9.2 will apply.
6.7 You must check your Products on delivery. When your Products are delivered to you, you must check the Products for any damage and accept them. You are required to inspect the Products for visible damage and advise us within 24 hours of accepting delivery if damage has been found so that we can arrange a replacement or refund. After this time, other than as provided in these terms, we will not accept responsibility for any damage reported.
6.8 When you become responsible for the Products. The Products will be your responsibility from the time our nominated delivery carrier delivers the Products to the address you gave us in your order, or your Products are delivered to your Nominated Person or Safe Location (as set out at clause 6.10).
6.10 Delivery to “Safe Location” or “Nominated Person”. When placing your order, you may select for us to deliver your Products to another person (“Nominated Person”), or for your Products to be left in a safe location such as a porch or behind a garage (“Safe Location”), in the event you are not at home when the Products are delivered. Selecting either of these options shall not remove or mitigate your obligation to check your Products and inform us of any damage within 24 hours of delivery in accordance with clause 6.7, or any of your other obligations under these terms.
6.11 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the Products to you, for example, your name, address, information to assist with the delivery of our Products at your address, and payment information. If you do not give us this information, or if you give us incomplete or incorrect information, we may either end the contract (and clause 9.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the Products late or not supplying any part of them if this is caused by you not giving us the information we need.
7.1 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at clauses 7.1.1 to 7.1.4 below, the contract will end immediately and we will refund you in full for any Products which have not been provided and you may also be entitled to compensation. The reasons are:
7.2 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
7.3 Our goodwill guarantee. Please note, these terms reflect the goodwill guarantee offered by Cozy Pet Ltd of Norwich Road, Lenwade, Norwich NR9 5SJ to its UK customers, which is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. This goodwill guarantee does not affect your legal rights in relation to faulty or misdescribed Products (see clause 10.2):
Right under the Consumer Contracts Regulations 2013
Complying with the Law our Terms & Conditions offer:-
14 day period to change your mind.
14 day period to change your mind.
7.5.1 your Products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the Products; or
7.6 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for our Products is completed when the Product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for Products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.
8.1.1 Phone or email. Call customer services on 03308180317 or email us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
8.1.2 Online. Complete the form found at: https://cozypet.co.uk/contact on our website.
8.1.3 By post. Simply write to us at Cozy Pet Ltd, Kirkwood, Felthorpe Road, Attlebridge, Norfolk, NR9 5TF, including details of what you bought, when you ordered or received it and your name and address.
8.2 Returning Products after ending the contract. If you end the contract for any reason after Products have been dispatched to you or you have received them, you must return them to us. You must either post them back to us at Cozy Pet Ltd, Kirkwood, Felthorpe Road, Attlebridge, Norfolk, NR9 5TF or (if they are not suitable for posting) allow us (or our nominated courier) to collect them from you. Please call customer services on 03308180317 or email us at email@example.com for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the Products within 14 days of telling us you wish to end the contract.
8.3.2 if you are ending the contract because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong;
8.4 We will only pay the reasonable costs of return. When we are responsible for the costs of return, we will only pay the reasonable costs you incur in returning the Products. For example, where we delivered your Products using a standard delivery, we will not pay the costs of you returning the item by express or recorded delivery. We will also not pay for any packaging (or any increased costs of delivery to us as a result of your use of certain types of, or oversized packaging). Any additional costs incurred by you which exceed the reasonable costs of return shall be borne entirely by you.
8.5 What we charge for collection. If you are responsible for the costs of return and we (or our nominated courier) are collecting the Product from you, we will charge you the direct cost to us of collection.
8.6 How we will refund you. We will refund you the price you paid for the Products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
8.7.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
8.7.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a Product within 72 hours at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
8.8.1 If we have not offered to collect the Product from you, your refund will be made within 14 days from the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 8.2.
9.1.3 we are notified by a Third Party Provider that you have committed a serious breach, or frequent or repeated breaches of their terms and conditions.
9.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1, we will refund any money you have paid in advance for Products we have not provided but we may deduct or charge you for the net costs we will incur as a result of your breaking the contract.
9.3 We may withdraw a Product. We may write to you to let you know that we are going to stop providing a Product prior to it being dispatched to you. We will let you know as soon as possible in advance of our stopping the supply of the Product and will refund any sums you have paid in advance for Products which will not be provided.
10.1 How to tell us about problems. If you have any questions or complaints about a Product, please contact us. You can telephone our customer service team at 03308180317 or write to us Cozy Pet Ltd, Kirkwood, Felthorpe Road, Attlebridge, Norfolk, NR9 5TF or at firstname.lastname@example.org.
10.2 Your obligation to return rejected Products. If you wish to exercise your legal rights to reject Products you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on 03308180317 or email us at email@example.com to arrange collection.
11.1.1 in the case of our Website, the price indicated on the order pages when you placed your order; or
11.1.2 in the case of any Third Party Providers, as is displayed on their website from time to time.
We take all reasonable care to ensure that the price of each Product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of a Product you order.
11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply a Product, we will adjust the rate of VAT that you pay, unless you have already paid for the Product in full before the change in the rate of VAT takes effect.
11.3 What happens if we got the price wrong. It is always possible that, despite taking all reasonable care, some of the Products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the Product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any Products provided to you.
11.4 When you must pay and how you must pay. We accept payment by debit card or credit card for Visa, MasterCard and American Express, as well as by Discover, Pay Pal, and Apple Pay. You must pay for the Products before we dispatch them. We will not charge your credit or debit card until we dispatch the Products to you.
12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Products, including the right to receive Products which are: as described and match information we provided to you; of satisfactory quality; supplied with reasonable skill and care; and for defective Products under the Consumer Protection Act 1987.
12.3 We make no guarantee to suitability of a Product. We make no warranty or guarantee as to the suitability of the Products you order in respect of the purposes for which you intend to use them. We make no guarantee, provide no warranty, and shall not be liable to you in respect of the suitability of any Product save for:
12.3.1 where it would be unlawful for us to exclude such liability in accordance with clause 12.2; or
12.3.2 that the Products supplied to you shall be fit for the purposes for which they were advertised, on the day on which they are delivered to you by our nominated delivery carrier.
12.4 We are not liable for injuries suffered by any animals when using our Products. We shall not be responsible for any injury to, or for the death of, any animal as a result of the use of our Products, nor for the escape or loss of any animal, save for:
12.4.1 where the exclusion of such liability by us would be unlawful; or
12.4.2 where such injury, death, escape or loss is as a result of our negligence, or the negligence of our employees, agents or subcontractors.
12.5 We are not liable for the acts or omissions of Third Party Platforms or you. We shall not be responsible for any delay, cost, loss, penalty, charge, or other liability suffered by you due to your failure to comply with any terms and conditions of a relevant Third Party Platform through which you place an order for our Products. You also acknowledge that we shall not be liable for any breach by the applicable Third Party Platform of its terms and conditions, or for any delay, cost, loss, penalty, charge or other liability suffered by you which is wholly or materially attributable to the acts or omissions of the relevant Third Party Platform.
12.6 We are not liable for business losses. We only supply the Products for domestic and private use. If you use the Products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14.1 We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 7 days of us telling you about it and we will refund you any payments you have made in advance for Products not provided.
14.2 You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, you may transfer our guarantee at clause 7.3 to a person who has acquired a Product you have ordered from us We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant Product, for example by providing us with details of when it was purchased from you.
14.3 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in clause 14.2 in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
14.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we nevertheless provide a Product, we can still require you to make the payment at a later date.
14.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the Products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Products in either the Northern Irish or the English courts.