Terms and Conditions

What's in these terms?

These terms tell you the rules for using our website www.tuggs.uk (our site).

Who we are and how to contact us

Tuggs.uk is a site operated by Tuggs Ltd (‘We’). We are registered in England and Wales under company number 13493447 and have our registered office at Tuggs Ltd, Studio 217, 65 Alfred Rd, London, W2 5EU. Our VAT number is 395113004.

To contact us, please email woof@tuggs.uk

By using our site you accept these terms

By using our site, you confirm that you accept these terms of use and that you agree to comply with them.

If you do not agree to these terms, you must not use our site.

These are other terms that may apply to you

These terms of use refer to the following additional terms, which also apply to your use of our site:

• Our Privacy Policy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our site, you consent to such processing and you warrant that all data provided by you is accurate.
• Our Terms Of Use, which sets out the permitted uses and prohibited uses of our site. When using our site, you must comply with this Terms & Conditions Policy.

Your Information

In order to use our site, you will be required to provide information about yourself (such as identification and contact details) as part of the registration process for the site, or as part of your continued use of the site. You agree that any registration information you give to us will always be accurate, correct and up to date.

Your Account

By using our site, you will be required to create a username and password as part of the registration process. You must treat such information as confidential. You must not disclose it to any party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at woof@tuggs.uk.

Order and Subscriptions

The subscription service. To make an order you must sign up to a subscription plan which will dictate the timetable to which orders are sent out to you, based on the schedule selected by yourself on the subscription page in accordance with these terms. Your subscription will remain in place until cancelled.

Cancellation. The subscription can only be cancelled through your online account. Once an order has been processed we are unable to cancel or make changes, and this includes trial boxes which are processed immediately upon creating a Subscription with us. In order to make changes to an upcoming order you must do so via your online account prior to the cut-off date and time. The cut-off is 12am on the day your order is placed. After the cut-off you will be unable to make changes to your order.

Changes. We reserve the right to make minor changes to our recipes when required for business and/or operational reasons. Once an order has been processed we are unable to alter the details for that order. From time to time we may need to change your order due to unforeseen circumstances such as items being out of stock or other unforeseen errors. If we are unable to accept or process your order we will notify you.

Prices. All prices are inclusive of VAT. We reserve the right to make changes to prices with a minimum of 5 days notice to subscribers.

Discounts. Only one discount can be used at any one time.

Refer a Friend. Our Refer a Friend programme enables Tuggs subscribers to share a unique code with friends to allow them to claim a discount on their first order with Tuggs. These discounts can only be used by customers that have not previously had an order with Tuggs, and the referrer must only have one Tuggs account. A referral is deemed as valid once your friend signs up with Tuggs and has their first box delivered. There is a maximum of £25 credit that can be applied to any one order, and any additional referral credits can be applied to future orders. This credit has no official monetary value and can’t be exchanged, transferred, redeemed, replaced or refunded for proper cash.
In using this programme, you and your friend agree not to share your unique code across other websites or social media platforms. We reserve the right to withdraw any benefits derived from the Refer a Friend programme if these Terms are breached.

How we will accept your order. We will accept your order via email once you have completed the subscription plan sign up at which point a contract will exist between you and us.

Valid payment details. In order to purchase products from the Site, you must have correct, accurate and valid payment card details entered on your User Account

Suspending subscription if payment not made. If payment for the order is not made at the due date, and if payment is not made within 2 days of us reminding you, we may suspend your account and future deliveries until the outstanding balance is paid. We will contact you to inform you if this is happening.

Refunds. Once an order is placed it cannot be cancelled or refunded. Tuggs meals are made fresh to order and fall under the perishable goods exemption in Regulation 28(1)(c) of the Consumer Contracts Regulations 2013, which removes the right to cancel once production has begun. Perishable goods cannot be returned and refusal of delivery will result in the contents being destroyed If a circumstance arises whereby we are unable to fulfil your order we will offer an alternative or offer a refund. We are not responsible for delays outside our control.

Product

Allergies. Our products may contain allergens. It is your responsibility to ensure that any food you feed to your dog does not cause an adverse reaction and we cannot be held responsible for any allergic reaction your pet may have or any adverse consequences resulting from an allergy which you have not disclosed to us. We cannot be held responsible for an allergic reaction when the allergen is an ingredient that is listed. It is your responsibility to order only recipes that do not contain any ingredients that your dog is allergic to.

Product packaging may vary. The product packaging may vary from what is shown on our site. The exact weight of each individual item may vary slightly from the weight shown on the packaging.

Meal plan. You acknowledge that the meal plan and feeding guide provided by us is intended only as guidance. It is your responsibility to ensure that your dog is healthy and to monitor your pet’s weight and condition, and to inform us of any changes if they could affect our meal plan. For any issues on your dog’s weight or health please consult your vet. Any advice given by a Tuggs employee or consultant is general in nature and we recommend speaking to your pet’s vet.

No medical advice. Nothing on our site or advice communicated by one of our employees or consultants should be taken as medical advice. Always consult your vet regarding concerns over your pet’s health.

Receiving your food. Our boxes can be heavy depending on the number of pouches ordered, and extra care should be taken when handling the boxes delivered to you. Pouches should be unpacked at the ground floor if necessary.

Delivery

When we deliver. Our deliveries occur on weekdays, Tuesday-Friday.

Recurring orders. With our subscription plan, you can select the first delivery date with each subsequent delivery being posted on a regular schedule depending on your preference.

Where we deliver. We deliver to mainland UK.

Safe spaces. If there is no one available to take the order at your address, the order will be left in your specified safe space or the most suitable location. We are unable to arrange redelivery or change delivery address once the order is in transit.

Missing delivery. You must report any missing or undelivered orders by emailing us at woof@tuggs.uk within 48h of the delivery date. After this timeframe we are unable to investigate the matter further with our courier.

Delays. Whilst we aim for next day delivery this is not guaranteed, and delays may occur that are outside of our control. Our pouches are sent in insulated boxes ensuring that they remain cool for up to 48 hours in transit (72 hours in some cases). As long as our pouches are cool to the touch they can be refrozen. If your delivery is delayed by more than 2 days please contact our customer love team. We will not refund an order that is delivered within a 48 hour timeframe, nor will we refund any boxes that are not accepted when the box is delivered by the courier within a 48 hour timeframe.

Responsibility. You become responsible for the goods from the time that we deliver the order to your address. You will be notified by our delivery partner of when this is.

Cancellations. In some circumstances we may not be able to fulfil your order in which case we will offer an alternative or offer a refund. We are not responsible for delays outside our control.

Changes. If you contact our courier directly we cannot guarantee the safe delivery of your order. You will be responsible for any changes made directly through the courier.

Theft. We cannot be held responsible for boxes that are stolen once safely delivered.

Receiving your food. Our boxes can be heavy depending on the number of pouches ordered, and extra care should be taken when handling the boxes delivered to you. Pouches should be unpacked at the ground floor if necessary.

Customer responsibility. Our food is perishable and requires refrigeration. Once your order is delivered, it's your responsibility to store it correctly by freezing any pouches you’re not using immediately. Unfortunately, we cannot take responsibility for products that aren’t stored properly after delivery.

Shop Refund Policy

At Tuggs, we want you and your dog to be 100% satisfied with our treats and supplements. Since our ambient products (treats, extras, and supplements) are shelf-stable, we are happy to offer a return policy that ensures you can shop with confidence.

Please note: this Refund Policy applies only to items purchased through the Tuggs shop and does not apply to purchases made through a personalised fresh food subscription plan.

1. 14-Day Return Window

You have 14 days from the date you receive your items to notify us if you wish to return them for a refund or exchange. Once you have notified us, you have a further 14 days to return the goods to our facility.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

• Unopened & Unused: The product must be in its original, unopened packaging with all seals intact. For hygiene and safety reasons, we cannot accept returns for any treats or supplements that have been opened.
• Condition: The item must be in the same condition that you received it.
• Proof of Purchase: We require your order number or receipt to process the return.

3. Non-Returnable Items

• Perishable Fresh Meals: Please note that this policy applies only to our ambient range (treats/supplements) purchased through our shop. Our fresh-cooked meals remain non-returnable due to their perishable nature.
• Sale Items: Only regular-priced items may be refunded; unfortunately, sale items are final sale unless they arrive damaged.

4. Damaged or Defective Items

We take great care in packing your orders, but if something arrives damaged or defective, we want to make it right.

• Please inspect your order upon reception and contact us at woof@tuggs.uk within 48 hours of delivery.
• Include your order number and clear photos of the damage.
• We will provide a pre-paid return label for faulty items and offer you a full refund or a free replacement.

5. Shipping & Refused Deliveries

• Change of Mind: If you are returning an item because you no longer want it, you will be responsible for paying your own shipping costs for the return. Shipping costs from the original order are non-refundable.
• Refused Deliveries: If a delivery is refused at the door by the customer in an attempt to bypass the return process or secure a refund, a £20 fee will be deducted from your final refund amount to cover the return-to-sender shipping charges and administrative processing fees incurred by Tuggs.
• Faulty Items: If the return is due to our error or a damaged product, Tuggs will cover all shipping costs.

6. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• If approved, your refund (minus any applicable fees) will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

How to Start a Return

To initiate a return, please email our Customer Love team at woof@tuggs.uk with your order number and the reason for the return. We will provide you with the return shipping address and further instructions.

60-Day Money-Back Guarantee — Tuggs Shop Supplements

1. Overview

Tuggs offers a 60-day money-back guarantee on the first purchase of eligible supplement products made through the Tuggs Shop at tuggs.uk/shop. This guarantee is designed to give customers sufficient time to assess the results of their chosen supplement for their dog.

2. Eligible Products

This guarantee applies exclusively to the following products when purchased through the Tuggs Shop:

• Gut Health Supplement
• Stress & Anxiety Supplement

Any future supplement products added to the Tuggs Shop range will be subject to the same guarantee unless otherwise stated at the time of purchase.

3. Exclusions

This guarantee does not apply to:

• Any product purchased through the Tuggs fresh food subscription, including supplements added as subscription extras or add-ons
• Treat products (including Venison & Mealworm Treats, Lamb Treats, Whitefish Treats, and Tuggs for Chilling)
• Accessory products (including Eco Friendly Poo Bags)
• Any supplement purchase that is not the customer's first order of that product (i.e. repeat or subsequent orders of the same supplement are not covered)
• Orders placed through third-party retailers or platforms

4. How to Make a Claim

To request a refund under this guarantee, customers must:

• Email woof@tuggs.uk within 60 days of the date of purchase, with the subject line "60-Day Guarantee Claim"
• Include their full name and order number
• Briefly describe why they were not satisfied with the results

Customers are not required to return the product in order to make a claim. No further documentation or proof of use is required.

5. Refund Process

Approved refunds will be issued to the original payment method within 5–10 working days of the claim being approved. Tuggs reserves the right to verify the order details prior to processing a refund.

6. Limit of One Claim Per Household

This guarantee is limited to one claim per household. It is not transferable and may not be used in conjunction with any other refund, promotional, or discount offer.

7. Relationship to Statutory Rights

This guarantee is offered in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

8. Tuggs' Discretion

Tuggs reserves the right to decline a claim where there is evidence of misuse of this guarantee, including but not limited to multiple claims from the same household or fraudulent order information.