Terms of service

1. About us and these terms

1.1 This website, LuvlyJubbly, is operated by AB Systems Group Ltd, a private limited company registered in England and Wales with company number 17236144. Our address is 128 City Road, London, EC1V 2NX, United Kingdom. You can contact us at help@luvlyjubbly.com. More details are on our Contact Information page. In these terms, "we", "us" and "our" mean the business above.

1.2 These terms apply to all orders you place with us through this website. Please read them before ordering. If you do not agree to them, please do not place an order. We recommend you save or print a copy.

1.3 These terms are for consumers (people buying for purposes that are wholly or mainly outside their trade, business or profession). We do not sell to trade customers.

1.4 Nothing in these terms affects your legal rights as a consumer. For advice about your rights, contact Citizens Advice.

2. Our products and website

2.1 We sell pet products. The products are supplied to us by third-party suppliers and are usually sent directly from the supplier to you. We remain responsible to you for your order.

2.2 We try to make product descriptions, images and information accurate. Colours may look slightly different on your screen, and measurements may vary slightly. Pet products can vary in size, so please check the dimensions and suitability for your pet before ordering.

2.3 Packaging may differ from what is shown on the website.

3. How a contract is made

3.1 When you place an order, you are making us an offer to buy. After you submit your order you will receive an order confirmation email. This only confirms we have received your order. It is not our acceptance.

3.2 Our acceptance happens, and a contract is formed, when we email you to confirm that your order has been dispatched (or, for orders sent in separate deliveries, when we confirm dispatch of each item, which then forms a separate contract for that item).

3.3 If we cannot accept your order (for example the item is out of stock, there has been a pricing or description error, or we cannot deliver to your address), we will tell you and will refund any money you have paid for that item.

3.4 Please check your order and personal details carefully before you submit them. If you spot a mistake, contact us as soon as possible.

4. Prices and payment

4.1 All prices are shown in pounds sterling (GBP).

4.2 Delivery charges (if any) are shown before you pay, and are added to the total at checkout. Orders of £40 or more qualify for free standard delivery. The total price including all charges is displayed before you confirm your order. See our Shipping and Delivery Policy.

4.3 We accept the payment methods shown at checkout. Payment is taken when you place your order. Payments are handled by Shopify and our payment providers. We do not see or store your full card details.

4.4 Pricing errors. We check prices carefully, but errors can happen. If we find an obvious pricing error in an order you have placed, we will tell you. You can then choose to proceed at the correct price or cancel and receive a full refund. We will not accept an order at an obviously wrong price if you could reasonably have realised it was a mistake.

4.5 Discount codes and offers are subject to any conditions shown with them and cannot be combined unless stated.

4.6 The total shown at checkout is the full price you pay. You will not be asked to pay any customs duty or import VAT on delivery. 

5. Delivery

5.1 We deliver to addresses in the United Kingdom (England, Scotland, Wales and Northern Ireland). Delivery details, costs and estimated times are in our Shipping and Delivery Policy, which forms part of these terms.

5.2 Delivery times are estimates. Unless we agree a different date, we will deliver within 30 days of the day we accept your order. If we are likely to be late, we will tell you.

5.3 Risk and ownership. The goods are at your risk from the time they are delivered to you (or to someone you nominate to receive them). You own the goods once we have received full payment, including delivery charges, and they have been delivered.

5.4 If no one is in when we deliver, the carrier may leave a card or leave the parcel in a safe place or with a neighbour, as described in the carrier's information. If you miss delivery, follow the instructions on the card, or contact us.

5.5 If we are delayed because of something outside our control (for example severe weather, strikes or supply issues), we will contact you as soon as possible. If the delay is significant, you may cancel and get a refund for the undelivered items.

5.6 If you need delivery by a specific date, you should tell us before ordering. Do not rely on our estimated dates for time-critical items.

6. Your right to cancel, returns and refunds

6.1 You have a legal right to cancel most orders within 14 days of receiving them, and 14 days to return them. Your rights, and how to use them, are explained in our Returns, Refunds and Cancellation Policy, which forms part of these terms.

6.2 If an item is faulty, damaged or not as described, you have rights under the Consumer Rights Act 2015. See the Returns, Refunds and Cancellation Policy for a summary.

7. Our responsibilities to you

7.1 We must supply goods that are of satisfactory quality, fit for their purpose, as described, and match any sample or model you saw, and that are supplied with any digital content or installation they are supposed to include (Consumer Rights Act 2015).

7.2 If we breach these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach. Loss or damage is foreseeable if it is an obvious consequence of our breach, or if it was contemplated by you and us when the contract was made.

7.3 What we are not liable for. We are not responsible for:

• loss or damage that is not foreseeable;
• losses caused by events outside our reasonable control (see section 12);
• any loss or damage caused by your misuse of the product, use that is not as intended by the manufacturer, or failure to follow the instructions or safety information provided;
• business losses. We only sell to consumers, and we are not liable for loss of profit, business interruption or loss of business opportunity.

7.4 Nothing in these terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; defective products under the Consumer Protection Act 1987; breach of your legal rights as a consumer (including those under the Consumer Rights Act 2015 about goods being of satisfactory quality, fit for purpose and as described); or anything else that cannot be limited or excluded by law.

8. Pet safety and responsible use

8.1 Pets can be unpredictable. Every pet is different, and products suit different animals differently. You are responsible for choosing products that are suitable for your pet's size, age, health, behaviour and needs. If you are unsure, ask a vet.

8.2 Supervise your pet when they first use a product and while using any toy, chew, harness, lead, bed, accessory or equipment, especially products with small parts, ropes, strings, stuffing or soft materials that could be chewed, swallowed or cause entanglement. Inspect products regularly and stop using any that are damaged or worn.

8.3 Please follow all instructions, age and size guidance, and warnings supplied with the product. See our Product Safety and Responsible Use page.

8.4 Our products are not a substitute for veterinary advice. If your pet is unwell or you have a health or behaviour concern, speak to a qualified vet.

8.5 This section does not limit your legal rights. It does not exclude or reduce our responsibility for products that are unsafe, faulty or not as described, or for anything we cannot exclude by law.

9. Product information and compliance

Product information (such as materials and care) is provided by us and our suppliers. If you notice something that looks wrong, or you have a concern about product safety, please contact us at help@luvlyjubbly.com. If a product is subject to a safety recall, we will contact you where we can.

10. Your personal information

We use your personal information as described in our Privacy Policy and Cookie Policy.

11. Complaints and dispute resolution

11.1 We want to put things right. If you have a complaint, please contact us at help@luvlyjubbly.com. We are available 9am to 5pm, Monday to Friday, and aim to reply within 24 hours.

11.2 If we cannot resolve a complaint, you may be able to use alternative dispute resolution (ADR). We are not currently a member of an alternative dispute resolution scheme, but we can tell you about an approved ADR provider if we cannot resolve your complaint. You can also get free advice from Citizens Advice (consumer helpline 0808 223 1133 ).

12. Events outside our control

We are not liable for any delay or failure to perform our obligations caused by events outside our reasonable control (for example severe weather, natural disaster, fire, war, terrorism, strikes, network or transport failure, supplier or carrier disruption). We will contact you as soon as we reasonably can and take reasonable steps to limit the impact. If the event continues for more than 30 days, either of us may end the affected order, and we will refund any amounts you have paid for goods that were not delivered.

13. Other important terms

13.1 Changes to these terms. We may update these terms from time to time. The terms in force when you place your order apply to that order.

13.2 Transfer of rights. We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens, and it will not affect your rights. You may only transfer your rights to someone else with our written agreement.

13.3 Third parties. Nobody else has any rights to enforce these terms.

13.4 If a term is unenforceable, the rest of the terms continue to apply.

13.5 No waiver. If we do not enforce our rights straight away, it does not mean we give them up.

13.6 Entire agreement. These terms (with our policies they refer to) are the entire agreement between us for your order.

13.7 Language. These terms are in English.

14. Governing law and courts

These terms and any dispute connected to them are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also bring a claim in the courts of Scotland or Northern Ireland (as applicable) and may rely on the mandatory consumer protection laws there. The courts of England and Wales have non-exclusive jurisdiction.

15. Contact

AB Systems Group Ltd, 128 City Road, London, EC1V 2NX, United Kingdom, help@luvlyjubbly.com