Terms & Conditions

These Terms & Conditions apply when you visit or purchase from a Scrumbles website or online store (the “Site”).

The Site is operated by Smudge & Friends Petcare Limited t/a Scrumbles (“Scrumbles”, “we”, “us” or “our”), a company registered in England and Wales.

By placing an order through the Site, you agree to these Terms & Conditions. Please read them carefully before placing your order.

Nothing in these Terms affects any mandatory rights you have as a consumer under the laws applicable in the country where you live.

1. Your Consumer Rights

If you are a consumer, you have legal rights in relation to products purchased from us. These rights vary depending on the country in which you live and are not affected by these Terms.

For customers in the United Kingdom, these include rights under legislation such as the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Customers in the European Union also benefit from mandatory consumer protection laws applicable in their country of residence, including rights arising under applicable EU consumer protection legislation.

For most online purchases, consumers have a statutory right to withdraw from or cancel their purchase within 14 days of receiving the goods, subject to certain exceptions.

In addition to your statutory rights, Scrumbles may offer a longer voluntary returns period as set out in our Returns Policy.

2. Who We Are & How the Contract Works

2.1 These Terms apply to purchases made for personal use. Commercial purchases, including purchases for resale, wholesale or dropshipping, require our prior written agreement.

2.2 By placing an order, you agree to be bound by these Terms and any other policies or terms expressly referred to during your purchase, including our Privacy Policy, Cookie Policy, Returns Policy and any applicable Subscription Terms.

2.3 These Terms may be made available in different languages for the markets in which we operate. Where required by applicable law, customers will be provided with contractual information in an appropriate language.

2.4 Nothing in these Terms limits any mandatory consumer rights that apply to you under the laws of your country of residence.

3. Use of the Site

3.1 The Site allows you to:

• purchase products;

• create and manage an account;

• browse content; and

• use other features we make available.

3.2 Our Services are intended for adults. By placing an order, you confirm that you are at least 18 years old or otherwise legally able to enter into the purchase under the laws applicable to you.

3.3 You are responsible for maintaining the confidentiality and security of your account credentials and for activity carried out through your account. Please notify us promptly if you believe your account has been used without your authorisation.

3.4 We may update, suspend or withdraw the Site or parts of it from time to time. We will use reasonable efforts to ensure that confirmed orders are not adversely affected.

3.5 We aim to make our Site accessible. If you experience difficulty accessing or using it, please contact us.

4. Intellectual Property & User Content

4.1 All content made available through the Site, including text, images, graphics, video, music, software, branding and code, is protected by copyright, trade mark and other applicable intellectual property laws.

4.2 You may download or print content for your own personal, non-commercial use, provided you do not remove or alter any copyright, trade mark or other proprietary notices.

4.3 If you submit content to us, such as reviews, photographs, videos or other materials, you grant Scrumbles a worldwide, royalty-free licence to use, reproduce, adapt, publish and display that content in connection with our business, products and marketing, subject to applicable law.

4.4 You confirm that you own or otherwise have the necessary rights and permissions to submit any content you provide to us.

5. Ordering and Contract Formation

5.1 Orders are placed through the checkout process on the relevant Site.

5.2 After placing an order, you will receive an acknowledgement confirming that we have received it. Unless otherwise stated, this acknowledgement does not mean that your order has been accepted. A binding contract is formed when we confirm acceptance or dispatch your order.

5.3 We may decline or cancel an order where reasonably necessary, including where:

• a product is unavailable;

• there is an obvious pricing or product-description error;

• payment cannot be authorised;

• we reasonably suspect fraud or misuse; or

• we are unable to fulfil the order in accordance with applicable law.

5.4 If we cancel an order after payment has been taken, we will refund the relevant amount using the original payment method, unless otherwise agreed.

6. Prices and Payment

6.1 Prices are displayed in the currency applicable to the Site or market from which you are purchasing. This may include GBP, EUR or another currency made available by us.

6.2 Prices include VAT or other applicable sales taxes where required by law, unless clearly stated otherwise.

6.3 Any applicable delivery charges will be shown before you complete your order.

6.4 Available payment methods may vary by country or market and will be displayed at checkout.

6.5 Payment will be taken in accordance with the information shown during checkout. For subscriptions, recurring payments are taken in accordance with your selected frequency and renewal schedule.

6.6 Payments are processed using secure payment providers. We do not store complete payment card details ourselves where these are processed by our payment providers.

6.7 Payment transactions may be subject to additional security or authentication checks.

6.8 If a payment is reversed or fails after products have been supplied, please contact us. We reserve the right to seek payment for products supplied where permitted by applicable law.

6.9 We may change our prices from time to time. Changes will not affect orders already accepted by us.

6.10 Where the price of a subscription changes, we will provide any notice required by applicable law before the new price takes effect. You may cancel your subscription before the relevant renewal if you do not wish to continue at the new price.

6.11 If you believe a payment or transaction is incorrect, please contact us as soon as possible so we can investigate.

7. Delivery

7.1 We deliver to the countries and regions made available for delivery on the relevant Site.

7.2 Delivery partners vary by country and market. The carrier used for your order will depend on your delivery destination, the products ordered and the delivery service available in that market.

7.3 Available delivery methods, estimated delivery times and applicable charges will be displayed on the relevant Site or during checkout.

7.4 Free-delivery thresholds, delivery charges and available services may vary between countries and markets. The delivery terms and prices displayed for your delivery destination when you place your order will apply.

7.5 We aim to deliver within the estimated timeframe shown when you place your order. Where applicable law gives you additional rights if goods are not delivered within an agreed or legally required period, those rights will continue to apply.

7.6 If you instruct a delivery provider to leave an order in a nominated safe place, with a neighbour, at a collection point or using another delivery preference, responsibility for the order will pass in accordance with applicable law and the delivery instructions you have provided.

7.7 We may change or introduce delivery partners, services or charges from time to time. Changes will not affect delivery charges already agreed for an order.

7.8 We are not responsible for delays caused by circumstances outside our reasonable control. Where such circumstances significantly affect our ability to fulfil your order, we will comply with any cancellation, refund or other rights available to you under applicable law.

8. Cancellation, Withdrawal & Returns

8.1 Once an order has entered processing, we may be unable to amend or stop it before dispatch. This does not affect any statutory cancellation or withdrawal rights available to you.

8.2 Consumers generally have a statutory right to withdraw from most online purchases within 14 days of receiving the goods, subject to exceptions under applicable law.

8.3 Scrumbles may provide a longer voluntary returns period. Details of the returns period applicable to your purchase and instructions for making a return are set out in our Returns Policy.

8.4 Certain products may be excluded from statutory withdrawal or our voluntary returns policy where permitted by applicable law. This may include goods that are liable to deteriorate or expire rapidly and certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

8.5 Where you exercise a statutory right of withdrawal, refunds will be made in accordance with applicable law.

8.6 Where you use our voluntary returns policy rather than a statutory right, any applicable return shipping costs or deductions will be explained in our Returns Policy.

8.7 Where an order is returned to us because an incorrect or incomplete delivery address was provided, delivery was refused, or the order was not collected, we may deduct reasonable direct delivery or return costs from any refund where permitted by applicable law.

8.8 Refunds will normally be made using the original payment method unless otherwise agreed or required by law.

8.9 Nothing in this section affects your rights where products are faulty, damaged, incorrectly supplied or otherwise do not conform to your contract with us.

9. Faulty, Damaged or Incorrect Products

9.1 Your statutory consumer rights are not affected by these Terms.

9.2 Products must meet the standards required under applicable consumer law, including requirements relating to conformity, description, quality and fitness for purpose where applicable.

9.3 If a product is faulty, damaged, incorrect or otherwise does not conform to your order, please contact us at hello@scrumbles.com.

9.4 Any remedies available to you will be provided in accordance with the consumer protection laws applicable to your purchase.

10. Products

10.1 We may change, discontinue or stop supplying products from time to time.

10.2 If we cannot supply a product you have already ordered, we will contact you and refund any relevant advance payment where appropriate.

10.3 Product packaging, presentation or appearance may vary slightly from images displayed on the Site.

10.4 Information about ingredients, composition, nutritional information and feeding guidelines is provided on product packaging and/or the relevant product page.

10.5 Pet food suitability varies between animals. You are responsible for selecting products appropriate for your pet's age, size and dietary requirements. If your pet has a medical condition or you are unsure whether a product is appropriate, you should seek advice from a veterinary professional.

11. Subscriptions

11.1 Where subscriptions are available in your market, they renew automatically at the frequency selected when you subscribe.

11.2 By purchasing a subscription, you authorise us to take recurring payments using your selected payment method in accordance with the renewal schedule shown when you subscribe.

11.3 You can manage, skip or cancel your subscription in accordance with the options available through your subscription account or portal.

11.4 Any deadline for making changes before an upcoming renewal will be clearly communicated through the relevant subscription service.

11.5 Subscription prices may change. Where required, we will provide notice before a change applies to a future renewal. You may cancel before that renewal if you do not wish to continue at the new price.

11.6 Subscription availability, benefits, discounts and functionality may vary between countries or markets.

12. Loyalty, Referral Schemes & Promotions

12.1 From time to time we may offer promotions, discounts, loyalty benefits or referral programmes.

12.2 The availability and terms of these schemes may vary by country, market, customer type or Site.

12.3 Where a promotion, loyalty programme or referral scheme has specific terms, those terms will be displayed or made available when you participate and will apply in addition to these Terms.

12.4 Unless otherwise stated, promotional offers and discount codes cannot be combined.

12.5 Where loyalty or referral credits are offered, applicable minimum spends, maximum redemption values, expiry periods and other restrictions will be communicated as part of the relevant programme.

12.6 We may amend or withdraw voluntary promotions, loyalty schemes and referral programmes, subject to any rights you have already acquired and applicable law.

13. Third-Party Sites and Services

13.1 Our Site may contain links to websites, services or platforms operated by third parties.

13.2 Third-party services are governed by their own terms and privacy policies.

13.3 We are not responsible for third-party content, products or services except where responsibility cannot lawfully be excluded.

14. Marketing Communications and SMS

14.1 Where available, you may choose to receive marketing communications from us by email, SMS or other channels.

14.2 We will send electronic marketing communications only where permitted under applicable law.

14.3 Consent to receive marketing is voluntary and is not a condition of purchasing our products.

14.4 You can withdraw your consent or opt out of promotional communications at any time using the unsubscribe method provided in the relevant communication or by contacting us.

14.5 You may still receive necessary service communications relating to your orders, subscriptions or account after opting out of marketing.

14.6 Any charges imposed by your mobile or communications provider remain your responsibility.

15. User Conduct

15.1 You must not:

• use the Site for unlawful or fraudulent purposes;

• upload harmful, offensive or unlawful content;

• infringe another person's intellectual property, privacy or other legal rights;

• attempt to gain unauthorised access to the Site or associated systems; or

• interfere with the operation or security of the Site.

15.2 We may remove or refuse content and take reasonable action to protect the Site, our customers and our business where necessary.

16. Liability

16.1 Nothing in these Terms excludes or limits liability where doing so would be unlawful.

16.2 In particular, nothing in these Terms excludes or limits our liability for:

• death or personal injury caused by our negligence;

• fraud or fraudulent misrepresentation; or

• any other liability that cannot legally be excluded or limited.

16.3 If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill, subject to applicable law.

16.4 We are not responsible for business losses arising from consumer purchases, including loss of profits, revenue, business or business opportunities.

16.5 Nothing in these Terms limits any mandatory remedies or rights available to consumers under applicable national or EU law.

17. Governing Law and Disputes

17.1 These Terms and any contract between you and us are governed by English law.

17.2 If you are a consumer resident outside England and Wales, including in an EU Member State, this choice of law does not deprive you of any mandatory consumer protections provided by the laws of your country of residence that cannot lawfully be excluded or limited.

17.3 Consumers may bring proceedings in any court that has jurisdiction under applicable law. Nothing in these Terms limits any rights you may have to bring proceedings in the courts of your country of residence.

17.4 We aim to resolve complaints and disputes quickly and fairly. Please contact us at hello@scrumbles.com in the first instance.

18. Changes to These Terms

18.1 We may update these Terms from time to time to reflect changes to our business, products, Services or applicable law.

18.2 The Terms that apply to an individual order will generally be those in force when the order is placed.

18.3 Changes to these Terms will not retrospectively reduce statutory rights or contractual rights you have already acquired.

19. Contact Us

If you have questions about these Terms, an order or your consumer rights, please contact us:

Smudge & Friends Petcare Limited t/a Scrumbles
Bickels Yard
151–153 Bermondsey Street
London
SE1 3HA
United Kingdom

Email: hello@scrumbles.com