Terms and Conditions

4.6 Responsibility for Use & Monitoring: 
You are responsible for: 

• Selecting the right product for your animal.
• Monitoring your animal’s response to the product, including any adverse reactions.
• Ensuring that the product is fed or used in accordance with the feeding rate, instructions and any veterinary guidance you may receive, external to Feedmark Ltd.

4.7 Limitation of Liability: 
To the fullest extent permitted by law, we shall not be liable in respect of any claim, loss, damage or expense arising from: 

• Your use of a product for an off-label purpose.
• Failure to follow the feeding instructions or veterinary advice.
• Any unforeseen reaction in the animal.
• Any decision you make based on the information provided by Feedmark Ltd, without consulting an external qualified professional.

5. Ordering and Acceptance 

5.1 Offer to Purchase: 
Your order constitutes an offer to purchase a product subject to these Terms & Conditions. 

5.2 Order Confirmation: 
After placing your order via our website, we will confirm acceptance of your order by sending you an email (“Order Confirmation”) at which point the contract between you and us will be formed. 

5.3 Unable to Accept Order: 
If we are unable to accept your order (for example, if a product is out of stock, a pricing or product description error), we will inform you by email and will not charge you for the product. 

6. Payment 

6.1 Payment Methods: 
Payment for all products must be made in advance using one of the payment methods offered on our website. 

6.2 Charging Payment: 
We will charge your payment method when we accept your order and send the Order Confirmation. 

6.3 Prices and Delivery: 
Prices displayed exclude delivery costs, unless otherwise stated; any applicable delivery cost is shown before you complete your order. 

6.4 Price Errors: 
We endeavour to ensure that prices displayed are correct. If we discover an error in the price, we will place your order on hold and contact you as soon as possible and give you the option of confirming the order at the correct price or cancelling. If you do not respond within 14 days we may treat the order as cancelled. 

7. Delivery and Risk 

7.1 Delivery and Title: 
We will deliver the products to the delivery address you specify in your order. Title and risk in the products pass to you: 

• Risk passes when the product is delivered and you (or someone nominated by you) takes physical possession.
• Title passes when we have received full payment of all sums due in respect of the products.

7.2 Delivery Times: 
Delivery times stated on the website or in your confirmation email are estimates only, and unless expressly stated, time is not of the essence. We will contact you if we anticipate delays. 

7.3 Delivery Delay Liability: 
Delivery is handled by external couriers. We are not liable for any delay in delivery caused by factors outside our reasonable control. In that case, you may terminate the contract and receive a refund for any undelivered goods, but we will not otherwise be liable. 

7.4 Failure to Take Delivery: 
If you fail to take delivery or we are unable to deliver because you failed to provide instructions, we may store the products and charge you for storage or arrange re-delivery at your cost. 

8. Your Right to Change Your Mind (If You Are a Consumer) 

8.1 Cooling-Off Period: 
If you are a consumer (i.e., buying for your personal use, not business), you may have a legal right to cancel your contract within 14 days after you receive the products (“cooling-off period”), subject to certain exceptions (Refer to clause 8.5). 

8.2 How to Cancel: 
To exercise your right to cancel, you must inform us (see “Information About Us” above) in writing (email is accepted) before the end of the 14-day period. 

8.3 Returning Products: 
After contacting us to cancel, you must return the products to us without undue delay and at the latest within 14 days of informing us of your decision. You are responsible for the cost of returning the goods unless they are faulty or mis-described. 

8.4 Refunds: 
If you cancel within the cooling-off period, we will refund you the price paid for the products and standard delivery charge (if applied). We may deduct from the refund any reduction in value of the goods resulting from your handling beyond what is necessary to establish their nature, characteristics, and functioning. 

8.5 Exceptions: 
The right to cancel does not apply in respect of goods made to your specification, sealed for hygiene or health protection once unsealed, or goods which, after delivery, are inseparably mixed with other items. 

8.6 Additional Rights: 
These rights are in addition to your statutory rights. 

See our Returns & Refunds Policy here. 

9. Faulty and Misdescribed Goods 

9.1 Reporting Faulty or Misdescribed Products: 
If the products delivered to you are faulty, damaged, or mis-described, please contact us and we will arrange for a refund or replacement in accordance with our Returns & Refunds Policy and your statutory rights. 

9.2 Liability for Faulty Products: 
Our liability for faulty or mis-described goods is subject to the statutory rights applicable to consumers (e.g., under the Consumer Rights Act 2015 in the UK). 

See our Returns & Refunds Policy here. 

10. Limitation of Liability 

10.1 Consumer Purchases: 
If you are buying as a consumer, we will only be liable for losses which are a foreseeable consequence of our breach of contract or negligence. We will not be liable for any indirect or consequential losses. 

10.2 Exceptions to Limitation: 
Nothing in these Terms shall limit or exclude our liability for: 

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Any matter for which it would be unlawful for us to exclude or limit liability.

10.3 Business Purchases: 
If you are purchasing as a business (i.e., not a consumer), our total liability under or in connection with any contract shall not exceed the price paid for the goods under the contract. 

11. Intellectual Property 

11.1 Ownership: 
All content on the website (text, images, logos, trademarks, product names) is either our own property or used with permission. You may view or download material for personal, non-commercial use only. 

11.2 Restrictions: 
You must not reproduce, distribute, transmit, create derivative works, or exploit any part of the website content without our prior written consent. 

12. User Accounts 

12.1 Account Creation and Responsibility: 
To access certain features of the website (e.g., order history, reward points, etc.), you may need to create an account. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. 

12.2 Suspension or Termination: 
We may suspend or terminate your account or refuse any current or future use of the website at our sole discretion if you breach these Terms. 

13. Privacy and Data Protection 

13.1 Use of Personal Information: 
We will use your personal information in accordance with our Privacy Policy. 

13.2 Accuracy of Information: 
You confirm that the information you provide is accurate, complete, and up to date, and you agree to notify us of any changes. 

See our Privacy Policy here. 

14. Promotional Offers, Reward Points & Referral Schemes 

14.1 Promotions and Terms: 
Any promotions, discounts, loyalty, or referral schemes offered by us are subject to specific additional terms which we may publish at the time of the offer. 

14.2 Changes to Programmes: 
We reserve the right to withdraw or amend such programmes at any time without notice. 

14.3 Reward Points Scheme 

• (a) Eligibility: The Feedmark Reward Points Scheme is available to registered account holders only. By participating, you agree to these Terms in addition to the general Terms & Conditions.
• (b) Earning Points:

• (i) Account holders earn reward points when placing orders for eligible products on our website.
• (ii) Points are awarded based on the net value of your order, excluding delivery charges, taxes, or subscription purchases.

• (c) Using Points:
  • (i) Reward points can be redeemed to receive discounts on future eligible orders.
  • (ii) Reward points cannot be used in conjunction with subscription orders.
  • (iii) The value of points and the redemption process will be clearly displayed in your account and at checkout.
• (d) Expiry of Points:
  • (i) Reward points expire 6 months after being credited to your account unless otherwise stated as part of a specific promotion or offer.
  • (ii) Expired points will be automatically removed from your account and cannot be reinstated.
• (e) Changes to the Scheme:
  • (i) Feedmark Ltd reserves the right to modify, suspend, or terminate the Rewards Points Scheme at any time without prior notice.
  • (ii) We may adjust the number of points awarded, redemption rates, or any other feature of the scheme at our sole discretion.
• (f) General: Points have no cash value and are non-transferable. Abuse of the Rewards Points Scheme, including fraudulent activity, may result in forfeiture of points and/or account suspension.

14.4 Refer a Friend Scheme 

• (a) Eligibility: The Refer a Friend Scheme is available to registered Feedmark account holders only. By participating, you agree to these Terms.
• (b) Earning Points: Account holders earn reward points when a referred friend places their first order. Points are credited once the friend’s order is completed and cannot be used for subscriptions.
• (c) Friend Discount: Referred friends receive 10% off their first order when using your referral link or code.
• (d) Expiry and Changes: Points earned through the scheme expire 6 months after being credited, unless stated otherwise in a promotion. Feedmark Ltd reserves the right to modify, suspend, or terminate the scheme at any time without notice.
• (e) General: Points have no cash value and are non-transferable. Abuse or fraudulent use may result in forfeiture of points and/or suspension of your account.

15. Subscriptions & Auto-Renewals 

15.1 Subscription Service: 
Feedmark offers certain products on a recurring subscription basis, allowing you to receive repeat deliveries at regular intervals, every 4 weeks. By purchasing a Subscription Service, you agree to be bound by these Terms & Conditions, in addition to any specific terms shown at the time of subscribing. 

15.2 Payment and Billing: 

• (a) When you purchase a Subscription Service, you authorise us to charge your chosen payment method automatically for each recurring order at the then-current product price (including applicable discounts, shipping fees, and taxes) until you cancel.
• (b) Payment will be taken on the renewal date shown in your account or order confirmation.
• (c) Prices for subscription products are subject to change. We will give reasonable advance notice (normally 14 days) before any price increase takes effect. If you do not wish to continue at the new price, you may cancel in accordance with clause 15.4.

15.3 Delivery Schedule: 
Your subscribed products will be delivered every 4 weeks. You can pause your subscription and select a new delivery date through your online account or by contacting us. 

15.4 Cancellation of Subscriptions: 

• (a) You may cancel your Subscription Service at any time via your online account or by contacting our customer service team.
• (b) To avoid being charged for your next scheduled delivery, you must cancel before the cut-off date for that order cycle (typically 3 working days before the next payment is due, unless otherwise specified).
• (c) If you cancel after the cut-off date, the next scheduled order will be processed and delivered, and your cancellation will take effect from the following cycle.

15.5 Right to Cancel Within Cooling-Off Period: 
If you are a consumer, you may also exercise your 14-day right to cancel your initial subscription order. Once the initial cooling-off period has expired, subsequent deliveries may be cancelled only in accordance with clause 15.4. 

15.6 Feedmark’s Right to Cancel or Suspend: 
We may cancel or suspend your Subscription Service at any time if: 

• (a) We are unable to process your payment.
• (b) The product becomes unavailable.
• (c) You breach these Terms & Conditions.
• (d) We reasonably believe continuation would violate applicable laws or regulations.

If we cancel your subscription for any reason (other than your breach), you will not be charged for any unshipped orders. 

15.7 Discounts and Promotions on Subscriptions: 

• (a) Any introductory or recurring subscription discount is valid only for the period stated in the offer. After that period, the subscription will continue at the standard price unless cancelled.
• (b) Subscription discounts cannot normally be combined with other promotions or coupon codes unless explicitly stated.