Terms & Conditions

This isn't the full legal detail (that's below), just the headline version:

 Consumer Contracts Regulations 2013 - you can usually cancel up to 14 days after your order arrives and get a refund (sealed packs need to be unopened). A gift card can be cancelled within 14 days of buying it.

 Consumer Rights Act 2015 - goods must be as described, fit for purpose, and of satisfactory quality.

This summary doesn't replace the Terms below. For independent advice, contact Citizens Advice on 0808 223 1133 or, in Scotland, Advice Direct Scotland on 0808 164 6000.

These Terms apply to purchases for personal use only. Commercial purchases (resale, wholesale, dropshipping) require our written agreement.

By placing an order, you agree to be legally bound by these Terms and any referenced policies (Privacy Policy, Refund Policy, Shipping Policy, etc.).

This contract is governed by the law of Scotland and available in English only.

The Site lets you purchase products, register as a user, and browse and interact with the features we make available.

You must be 18 or over to place an order.

You're responsible for your account's security and all activity under it. Tell us immediately if you spot any unauthorised use.

We may update, suspend, or withdraw the Site (or parts of it) at any time, and we'll use reasonable efforts to keep confirmed orders unaffected.

We aim to make our Site accessible. If you have difficulty using it, please get in touch.

All Site content, text, images, graphics, video, and code, is protected by copyright, trademark, or other intellectual property law.

You may print or download material for personal, non-commercial use only, without altering any proprietary notices.

If you submit content to us (reviews, ideas, images), you grant ReoRolo a worldwide, royalty-free, perpetual licence to use, reproduce, adapt, publish, and display it in any media.

You confirm you have the rights to anything you submit, or are authorised to grant us this licence.

Orders are placed via checkout. When you place an order, we'll email to confirm it, and the contract between us starts when we send that email.

If something goes wrong before we send your order, for example a product is out of stock, there's a pricing or description error, payment isn't authorised or we can't deliver to your address, we may cancel it.

If we cancel an order, we'll refund any payment you've made in full.

Prices are in £GBP. The price shown for each product is the full price you pay for it. Delivery is added at checkout, where you see it before you pay.

Payment methods are shown at checkout, and may include Visa, Mastercard, Maestro, PayPal, Shop Pay, Apple Pay, and Google Pay. You can also pay with a ReoRolo gift card. We don't accept cash or cheques.

Payment is taken when you place your order. All transactions are processed securely with encryption; we never store your full card details.

Prices may change, but never for orders you've already placed.

Think a transaction looks wrong? Contact us as soon as possible so we can sort it out quickly.

We deliver to addresses in England, Scotland and Wales. Delivery is £3.99, or free on orders of £35 or more after any discounts. We can't currently deliver to Northern Ireland, the Isle of Man or the Channel Islands. Order before 2pm Monday-Friday for same-day dispatch. Orders placed later, or on weekends and bank holidays, dispatch the next working day.

If you ask the carrier to leave your parcel in a safe place or with a neighbour, delivery counts as complete once it's left there. We may not be able to replace or refund a parcel reported missing after safe-place delivery unless the carrier confirms it wasn't delivered.

If we can't deliver within 30 days, you can cancel for a full refund.

If something outside our reasonable control, like transport disruption or a strike, delays your order, we'll keep you updated. Your order stays our responsibility until it reaches you.

You can cancel all or part of an order at any time from placing it until 14 days after the day it arrives, without giving a reason, under the Consumer Contracts Regulations 2013. This includes sale items. Gift cards have their own rule, counted from the day you buy one (see Gift Cards below). If a product arrives sealed for hygiene (for example a heat-sealed bag, or a seal under the lid) and that seal has been broken, it can't be returned for a change of mind. Products that don't arrive sealed, such as our Yak Bars, can be returned, but if one has been used, or handled more than you'd need to look it over, we may take the drop in its value off your refund.

To cancel, email hello@reorolo.co.uk before the 14 days are up and we'll reply with where to send the items. Post them back within 14 days of telling us. Return postage for a change of mind is yours to pay; if an item arrived damaged or isn't right, or we sent the wrong one, we cover it.

Refunds go back to your original payment method within 14 days of the items reaching us, or of you sending proof of postage if that's sooner. If you cancel the whole order, we also refund the delivery charge. Full details are in our Refund Policy.

Your statutory rights aren't affected by anything in this policy.

If something arrived damaged, isn't right (for example it has gone off, it's past its best-before date or it doesn't match its description), or we sent you the wrong item, email hello@reorolo.co.uk and we'll put it right.

We may change or stop supplying a product - we'll give reasonable notice where we can.

If something you've ordered becomes unavailable, we'll refund any payment already made for it.

Suitability varies by dog. You're responsible for making sure a product fits your dog's age, health, and dietary needs - check with your vet if you're ever unsure.

Promotions and discount codes are subject to availability, and may change or be withdrawn at any time.

Only one promotion or discount code can be used per order, unless we say otherwise.

Welcome offer: sign up for our emails and we'll email you a code for 15% off your first order. Each code works once, on a first order only, while you're still subscribed to our emails, and can't be used with another discount code. Free delivery is worked out after the discount.

Our gift cards are sent by email, so there's no delivery charge on them. You can send one to yourself, or straight to someone else with a message, today or on a date you choose.

A gift card can be spent on anything on reorolo.co.uk, including delivery, over as many orders as you like until the balance runs out. If an order costs more than the card, you pay the rest another way. We deliver to Great Britain only, so it can only be spent on orders sent to an address in England, Scotland or Wales.

A gift card can't be used to buy another gift card, and discount codes, including our welcome offer, can't be used on a gift card. A gift card isn't a discount code, so you can use one on an order that also has a discount code.

Our gift cards don't expire. They have no cash value and can't be exchanged for cash, except when you cancel one as set out below, or where the law says otherwise.

Keep your code safe, like cash: anyone who has it can spend it. If you lose the email, ask us and we'll send it again. If you think someone else has used your code, tell us straight away. We'll stop it working and move whatever is left onto a new card, but we can't replace anything spent before you told us.

You can cancel a gift card within 14 days of the day you buy it, even if it has already been sent. Email hello@reorolo.co.uk with your order number. We'll refund whatever hasn't been spent on it, to your original payment method, within 14 days of you telling us, and the card then stops working. After those 14 days, gift cards can't be refunded or exchanged for cash, unless the law says otherwise. Full details are in our Refund Policy.

We're not responsible for third-party sites linked from ours. Each has its own terms and privacy policy, worth reading carefully.

We're not liable for content, products, or services on third-party sites.

If you sign up for texts from us, we'll send the messages you signed up for, such as order updates and offers.

Signing up is always optional and never a condition of buying.

You can stop them at any time by replying STOP, or by emailing hello@reorolo.co.uk.

By giving us your number, you confirm you're the account holder, or have their permission.

Don't upload harmful, offensive, or unlawful content; infringe anyone's IP or privacy rights; or interfere with how the Site works.

We may monitor, remove, or refuse content at our discretion, and we'll cooperate with law enforcement where required.

We don't exclude liability where it would be unlawful to, including for death or personal injury caused by our negligence, or for fraud.

We're not liable for unforeseeable losses, or losses to your business (as opposed to you as a personal customer).

You're responsible for losses we suffer as a direct result of you misusing the Site or breaching these Terms.

These Terms are governed by the law of Scotland. If you live in England or Wales, you keep the protection of the consumer law that applies where you live, and you can bring a claim in the courts of England and Wales or in the Scottish courts.

We aim to resolve disputes quickly and fairly - contact hello@reorolo.co.uk first, and we'll do our best to sort things out.

If we can't settle a complaint between us, we'll tell you in writing, give you the details of an alternative dispute resolution (ADR) provider, and say whether we'll use it. You can also get free, independent advice from Citizens Advice or, in Scotland, consumeradvice.scot.

Email hello@reorolo.co.uk

REOROLO LTD, Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP