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What are your Terms & Conditions?
What are your Terms & Conditions?

I want to know what your T's & C's are.

John avatar
Written by John
Updated over a week ago

Terms & Conditions

Thanks for visiting us at We’ll always do everything we can to make sure you have a brilliant shopping experience, and that your furry friend enjoys whatever you’ve purchased from us.

Now for the small print….

1. Introduction

These terms and conditions (the "Terms") set out your rights and obligations, and those of Yappy Ltd ("we" or "us"), in relation to this website, (the "Website") and any products or services of any kind available through the Site or us (the "Services").

We are a company registered in England and Wales under registration number 10655885 under the name Yappy Ltd; the address of our registered office is Yappy Ltd, 4 Ledson Road, Wythenshawe, Manchester, M23 9GP. Our VAT registration number is 283 2052 20.

When we refer to "" in these Terms, we mean us, the Site and/or the Services, according to the context.

By registering with, you accept that you are entering into a contract with us under these Terms. People who register with establish an "Account” and become "Users". Visitors to who do not register with, but who nevertheless use the Site, affirm that they are bound by these Terms each time they access

If you do not agree to these Terms, you must not use this Website.

You should be aware that these Terms may change from time to time in accordance with section 10 below.

You will be able to access most areas of without registering your details with us. Other areas, and the opportunity to place orders with us, are only available to you if you register.

2. Trading details

Whenever you buy a product through this Website, you will be contracting with Yappy Limited, a limited liability company incorporated in England and Wales under company number 10655885.

Registered office: Yappy Ltd, 4 Ledson Road, Wythenshawe, Manchester, M23 9GP

VAT registration number: 283 2052 20

3. Ordering from us

3.1. Product description

We use reasonable endeavours to make sure that every product on is shown accurately and that prices are correct. However, occasionally there may be small variations in colour, typefaces and layout.

3.2. Placing your order

A contract for the purchase of a product is created as follows:

The User places the order on the Site by pressing an order confirmation button ("Checkout") at the end of the checkout process. By confirming your order, you are agreeing to purchase the product you have selected. At this point, we take payment for your order by means of your nominated payment method. We will send you a "Thank you for your order" email detailing your order, and other information we must provide to you

From time to time, we may reject an order for the following reasons:

  • If, unfortunately, we do not have your chosen product in stock

  • Where we cannot obtain authorisation for your payment

  • If there has been a relevant pricing or product description error

  • If your order otherwise breaches any of the requirements of these terms

  • We suspect that the order has been placed fraudulently

  • It appears that the order mistakenly duplicates another order

If your order is rejected, we will contact you to confirm this and reverse the payment you have made for that order.

There are limited circumstances in which you may cancel an order after it has been made – see section 6 on this.

Note that we may bar or prevent an individual Account, User, email address or other identifier from making purchases or otherwise interacting with us where we reasonably suspect an association with fraud or other infringements of the law.

3.4. Ordering multiple products

When ordering multiple products as part of the same order, will inform you on-screen as to whether they will (or can) be despatched on the same day or as part of the same delivery.

3.5. Payment

At, you can pay for your products using credit card, debit card or any other payment method which we make available to you at the time of your order.

4. Supply and pricing of products

4.1. Supply of Products

Products sold by us through our Website are manufactured and shipped from a range of different in-house and third-party production facilities based in the United Kingdom & overseas. 

4.2. Prices and VAT

All prices of products shown on the Website include VAT (Value Added Tax) at the prevailing rate.

4.3. Postage and packaging charges

For most items, prices are shown exclusive of postage and packaging charges; these will be shown separately at the checkout stage before you place your order.

4.5. Substitute Products

Please note that if a product is unavailable, we may substitute it with an alternative product unless you request us not to do so.

5. Delivery

During the order process, will generally notify you of the despatch dates available and the expected time frame for receiving your order; however, does not guarantee delivery dates or times. We will make you aware of delivery charges (if any) before you place your order.

Expected delivery times and charges will differ depending on which products you order. More details are set out below.

5.1. General despatch information

The despatch date is the day we SEND the item you have ordered, NOT the day it will be delivered.

Your order is likely to arrive much faster if you use a postcode. You can check that you have the correct postcode by using the Royal Mail's handy postcode finder available at However, we are not responsible for the accuracy of the Royal Mail's postcode finder. It is your responsibility to ensure that the delivery address you provide for any order you place is correct.

5.2. Circumstances Beyond Our Control

Neither, nor any delivery service that we use, shall be liable for any failure to perform Services where such failure or delay results from any circumstances outside our reasonable control; these circumstances include but are not limited to adverse weather conditions (such as snow, flood and extreme winds), fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, an act of God, or industrial dispute or strike.

6. Changing or cancelling an order

It is best to contact us if you need to cancel or change your order. Please have available your order number or the email address you registered with us so we can answer your query as quickly as possible.

Chat messages and emails are answered during business hours (Monday - Friday 9 am - 5 pm) in the order they are received. It is therefore possible that your order could begin production before your email is processed and we will be unable to make any changes requested in the email.

7. Returns and refunds

You have 14 days to notify us if you want to return or exchange an item or order. This period will expire 14 days from the day on which you receive the goods you have ordered. This applies to refundable goods only. 

In order to request a return or refund please:

  1. Contact us to let us know you wish to return or exchange an item. Please do this either via our chat or email function.

  2. Package the item up and send it back to us within 14 days of letting us know that you want to return or exchange the item (we recommend you use signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product to us. If the product is deemed faulty upon receipt, we will refund this cost back to you.

We will process the refund directly to your payment card in no more than:

a. 14 days after the day the product is received by us; or

b. if earlier, 14 days after the date you provide evidence that you have returned the product to us. 

Please don’t destroy or throw away any product, even if it’s faulty before you’ve spoken to us and agreed that doing so won't affect any refund you may be entitled to.

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to us). 

7.1. Exempt return and refund products 

Some of our items are non-returnable and non-refundable. Anything that’s made to your specific requirements i.e. is tailor-made, or otherwise can't be resold due to a bespoke element, cannot be returned and is not eligible for a refund unless deemed faulty by us.

7.2. Faulty Items

Where an item is faulty, we will ask you to return it to us within three days of receipt. Your right to return items to us in accordance with these Terms is in addition to any other statutory rights you may have.

If you are eligible for a refund, we will reimburse the price you have paid for the product(s) onto the credit or debit card that you paid with. Alternatively, we may offer to reproduce (if applicable) and resend the item free of charge. Please note it is not our policy to offer both a refund and a resend.

At, we always try to send your products in perfect condition. However, occasionally, a problem can arise. In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to contact us to let us know of the problem as soon as possible. We will then advise you on whether you are eligible for a refund or replacement.

7.3. Reporting a problem

If for any reason you are not happy with your order, please contact our Customer Service Team. You will need to quote your order number, the email address you have registered and the details of the problem with the order.

We aim to acknowledge any complaint within 14 working days (usually it takes 48 hours) and will do our best to resolve it within 28 days. We may ask you to take a photograph of the product to help us communicate with our suppliers and correct any future problems. Should it be necessary, we will then advise you on how to return your item.

8. Privacy Policy is committed to protecting your privacy. We promise to use the information that we collect about you in accordance with The General Data Protection Regulation. We are listed in the Register of Data Controllers under the number ZA315088.

Your personal data (including information about your purchases and use of our Services) will be collected, processed, stored and used by us, and passed to and processed by our affiliated companies and other data processors acting under contract with us:

to provide the Services to you; to tailor aspects of your experience of the Services, including search functions; to process payments you make; to provide customer support; to send communications to you to tailor the advertising you experience on this and other (for example, social media) services; for customer satisfaction and customer experience improvement purposes; and otherwise in accordance with our legal rights and obligations.

The General Data Protection Regulation 2016/679 gives you the right to access personal data held about you. Your right of access can be exercised in accordance with that Regulation. Under certain circumstances, the access request may be subject to a small fee to meet our costs in providing you with details of the personal information we hold about you.

We will hold and process your personal data for so long as is necessary for the purposes stated in these Terms and to address any claims or issues that may arise concerning your use of our Services.

After that, we may continue to hold data that relates to you and your use of our Services for research and statistical analysis, as permitted by applicable law (currently Article 89 of The General Data Protection Regulation) – however, during this time you may request that we delete personal data we hold about you by contacting our Customer Services and providing such information and verification as is requested of you.

8.1. How we use your contact information

The personal information you provide to us will include your contact and delivery details, payment information, uploaded content and information about people to which you wish us to deliver products. This information will be utilised for order fulfilment purposes.

We will not disclose any of your personal data without your permission unless:

  • we are legally entitled to do so (for example, pursuant to a court order or for the purposes of prevention or detection of crime or fraud)

  • we are in negotiations with a third party for the sale or purchase of any of's business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business; or

  • assets of, or substantially all of its assets, is acquired by a third party, in which case personal data held by about its customers will be one of the transferred assets we do so to exercise rights or perform obligations under, or to enforce or apply these Terms and other agreements to which you are party, or to protect our rights, property, safety, customers, or others

Where an email address is requested, we may use this to contact you to ensure that you are happy with the service you received.

8.2. Opt-out

When you register on, you can decide to opt-out of receiving any communications from us, other than that required to process your registration or orders. At any point, you can change this preference by contacting us but please allow three working days for your opt-out to be processed.

8.3. Security of your Account and password

You must not share the User name and password with which you register with with anyone else.

We know that you may use the same password for other Internet accounts, while we do not recommend doing so, and that it is highly sensitive. Rest assured, your password will remain encrypted and we do not have access to it. If you forget your password, you can request to reset it. By requesting to reset your password an email will be sent to the email address registered with your Account containing a link to reset your password. You will then be able to access your Account and create a new password.

You are solely responsible for maintaining the confidentiality of your password and any other identifying information.

Note that we are entitled to treat anything done while your Account is logged into the Website or by means of an email address, phone number or other communications method associated with that Account, as having been done by you; it is up to you to maintain the security of your Account.

8.4. Credit card transactions

By ordering from us, you are bound by the terms and conditions of our payment gateway, as they process all our transactions. You can access and read Stripe’s Terms & Conditions from their website

We use Stripe as our payment processor. If you use Stripe’s base currency GBP, EUR, USD, DKK, NOK, SEK, and Group 2 currencies from here, you may not have to pay a currency conversion fee but Foreign Transaction Fees may still be applied by your bank (depending on bank’s policy).

8.5. Subject Access Requests

Under The General Data Protection Regulation, you have the right to request a copy of all personal data we hold about you, by means of a process called a Subject Access Request. If you make a Subject Access Request, Article 12 of the Regulation requires us:

To tell you whether we process any of your personal data if so, to provide you with a description of the personal data we hold, the reasons it is being processed, and who we share it with. To provide you with a copy of the personal data we process in an intelligible form, and (where this is available) to inform you about the source of the data.

All Subject Access Requests must be in writing, either via letter or email. We may, under certain circumstances, require you to pay a reasonable fee taking into account the administrative costs of providing the information or communication or taking the action requested.

We will respond to data subject access requests within one month. If you wish to find out further information about requesting access to your personal data please visit the Information Commissioners Office’s website for further guidance on Subject Access Requests.

We will hold and process your personal data for so long as is necessary for the purposes stated in these Terms and to address any claims or issues that may arise concerning your use of our Services.

After that, we may continue to hold data that relates to you and your use of our Services for research and statistical analysis, as permitted by applicable law (currently Article 89 of The General Data Protection Regulation) – however, during this time you may request that we delete personal data we hold about you by contacting our Customer Services and providing such information and verification as is requested of you.

9. Use of the Website

9.1. Abuse of service

You agree not to use directly or indirectly for any unlawful purpose, or to cause distress or offence to any person. You also agree not to upload, email to us or print any images or other material which might infringe our Content Rules (set out in section 3.4 above).

9.2. Intellectual Property

All product photography, text, software, music, sound, photographs, graphics, video, page layouts, design and other material that appears on the Website is protected by's or third-party copyrights, trademarks, service marks, patents or other proprietary rights and laws. "Yappy" and are our registered UK trademarks, and you agree not to display or use them in any manner without our prior written consent.

You may use and access to the extent required for the use of the Services in accordance with these Terms, and for the purpose that we make them available. You are not allowed to remove any copyright, trademark or other intellectual property notices contained in material taken from

No-one may copy, distribute, show in public or create any derivative work from, or any of the material which is found on unless properly licensed in writing by us to do so. You are not allowed to use (or to copy or use any material found on for any commercial purpose other than to conduct the purchase of a product from

No-one may use any robot, spider, scraper, or other automated means to access for any purpose without our prior express written permission.

9.3. Website content and service access

We will always try to ensure that is available 24 hours a day. However, we will not be liable if for any reason the Website is unavailable at any time, or for any period.

9.4. Links

Occasionally, we may provide links to other websites or resources for your convenience. We do not endorse the contents of those websites and are not responsible for their availability or service. We will not be liable in any way for any loss or damage which you may suffer by using those websites. If you decide to access linked third-party websites you do so at your own risk.

9.5. Liability

We use reasonable care and skill to provide in accordance with our specifications for but:

the Services are provided "as is" we cannot and do not guarantee that or the Services will meet your requirements

We shall have no obligation, duty or liability whatsoever in contract, tort (including negligence, breach of statutory duty and any other tort) or otherwise, save as expressly provided in these Terms.

Nothing in these Terms excludes or restricts our liability for fraudulent misrepresentation or for death or personal injury resulting from our negligence, nor our contractual obligations in respect of products we agree to supply following our acceptance of your order in accordance with section 3.2. We are under a legal duty to supply goods that conform to our contract with the User.

We, our agents, directors, officers, shareholders, employees and subcontractors will not be liable to you or anyone else, whether in contract, tort (including negligence, breach of statutory duty or other tort) or otherwise:

for any loss of revenue, data, business, anticipated savings, profits, opportunity, goodwill or reputation, or for any business interruption any loss or corruption of data any loss or damage which does not directly result from (or which exceeds that which was caused as a direct result of) our breach of this Agreement, howsoever caused or arising

Except as expressly stated elsewhere in these Terms, all representations, warranties, conditions and other terms, whether express or implied (by common law, statute, collaterally or otherwise) are hereby excluded, except in the case of fraud, or where such exclusion is not permitted by law.

We will not be liable for any failure to perform our obligations under these Terms caused by matters beyond our reasonable control.

You agree to indemnify us fully, defend and hold us, and our officers, directors, employees and agents, harmless from and against all claims, liability, damages, losses, costs (including reasonable legal fees) arising out of any breach of the Terms by you, your use of the Website, or anything done while your Account is logged into the Website.

The provisions of this section 9.5 shall survive the termination or expiry of these Terms.

9.6. Suspension

We reserve the right at any time and without notice (a) to suspend or terminate your ability to access, (b) to suspend or terminate your use of all or part of the Services and/or any then-current orders for products, and/or (c) to take technical and legal steps to stop you from using if you appear to us to be in breach of any provision of these Terms. Should we do so, you acknowledge that we shall not incur any liability to you or to any other person.

In addition, we are entitled to suspend provision of all or part of the Services at any time if we are obliged or advised to comply with an order, instruction or request of any limb of government, or any regulator, court or other competent authority.

9.7. Contact from third parties

If anyone contacts us in relation to your or your Account's use of or a transaction associated with you or your Account, then you agree:

to provide all reasonable information and assistance we may require in connection with responding to that contact to respond promptly and accurately to it, should we pass the message to you for a response.

10. General

These Terms are intended to contain your entire agreement with us relating to the Services and the Website.

If any of these Terms is found to be invalid this shall not affect the validity of the remaining provisions which shall remain fully enforceable. Our failure to act with respect to a breach of these Terms by you or others does not waive our right to act with respect to subsequent or similar breaches.

Only you and shall be entitled to enforce these Terms. No third party shall be entitled to enforce any of these Terms whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.

We reserve the right to change these Terms from time to time and post the new version on The new version of these Terms will take effect:

commencing 28 days after the date of posting (or such later date as we indicate in the relevant posting), if any of the changes is to an operative provision of these Terms which is capable of adversely affecting you immediately upon the date of posting (or such later date as we indicate in the relevant posting) if the changes are not reasonably capable of adversely affecting you - examples of which would include, without limitation, (i) changing the name of, and/or the web address that you use to access,, and (ii) the refinement of provisions that are already included or referred to in these Terms

In either case, if you do not wish to be governed by the new version of these Terms, you must cease to use the Services and For the avoidance of doubt, we will not have any liability to you in that event.

These Terms, the Services and each order and purchase of a product shall be governed by English law.

You and we each submit to the non-exclusive jurisdiction of the English courts in relation to disputes arising in connection with these Terms, the Services and any order for or purchase of a product.

We don't separately file the Terms entered into by Users when they register for Please make a durable copy of these Terms by printing and/or saving a downloaded copy on your own computer. They are offered in English only.

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