Terms & Conditions

These Terms and Conditions (together with our Privacy Policy) govern the relationship between you and us and the legal terms under which we deliver our service on our website. Please make sure you read and understand these before purchasing anything on the website.

By using our website and ordering you accept these Terms and Conditions.

We reserve the right to revise and amend these Terms and Conditions to reflect changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities. If you are a subscriber, you will be notified of any changes to the Terms and Conditions. If you do not agree to the changes, you may cancel your subscription.

To find out more on loyalty programme T&Cs you can click here

 

  1. Who are we?
    • We are James Wellbeloved, a division of Direct2Pet Europe B.V. registered in the Netherlands. Registration number: 819782610
    • Registered Office:  Direct2Pet Europe B.V Taylorweg 5, 5466AE Veghel, Netherlands. 
    • We operate the websites wellbeloved.com and https://james-wellbeloved.myshopify.com/
    • You can contact us by telephone on 0800 731 2301, Monday to Friday between 9 am and 5 pm. Our email address is: help@wellbeloved.com

 

  1. Relationship between you and us for the delivery of JAMES WELLBELOVED product and our subscription service
    • Our products can be purchased on an order by order basis for one off deliveries or through our subscription service, where and when available. Please check the product you wish to purchase is available for subscription.
    • By purchasing products through our site, you confirm that
      • you are legally capable of entering into binding contracts;
      • you are at least 18 years old;
    • To purchase products,
      • where you are setting up a subscription you must create a user account for you where you on which you can add and edit information relating to you;
      • you will also be given the option to set up an account for a one off order;
      • it is your responsibility to choose a secure password for this account and to keep it safe;
      • you must ensure that the information provided is accurate and complete - including payment details and leave safe instructions (if any);
      • you must inform us of any changes to the information provided, directly on your account where you have set one up or by contacting us using the details in paragraph 1 if not - this includes your payment details where you are using our subscription service as we will not be able to process your order (or any further orders) if we cannot take payment from your card;
    • The contract for the supply of products (whether one off or via subscription) will be formed when we email you confirming acceptance of your order.
    • Where you are subscribing to regular deliveries using our subscription service, once you have subscribed and we have confirmed your subscription,
      • you accept all recurring payments until you cancel the subscription service;
      • you can cancel or skip your subscription directly from your user account (see details in Paragraph 7:Unsubscribing from subscription or skipping your deliveries).

 

  1. Our products
    • The images of the products on our website are for illustrative purposes only and the packaging of the product may vary slightly from that shown in images.
    • The product delivered will, on delivery, conform with its written description and be of satisfactory quality.

 

  1. Delivery
    • The products are currently only available for delivery to UK mainland of England, Scotland, and Wales. We regret we do not ship to Northern Ireland or the Channel Islands.BFPO addresses or PO boxes.
    • All delivery dates are estimates. Estimated delivery dates will be as notified to you when we accept your order. We aim to deliver within 3-5 working days from your order.
    • For subscriptions, we will aim to deliver your first delivery within 3-5 working days from your order and you can select the frequency of your repeat order at the time of purchase and will be given an estimate delivery date for each repeat delivery.
      • We are not responsible for changes to your actual delivery dates for circumstances impacting delivery out of our control (including, force majeure events). We, or our chosen delivery provider, will inform you as soon as possible after we become aware of any such circumstances. We will not deliver on bank holidays.
      • We reserve the right to make changes to the delivery dates for subscriptions at our sole discretion, you will be informed by our customer care team if so. If the new delivery dates are not suitable for you, you will be given the option to cancel your next delivery before the change takes place.
    • We will use the contact details you provided to us to contact you in connection with your order.
      • Please ensure they are accurate and kept up to date.
      • The leave safe location specified shall be within the area of the delivery address and shall be accessible for the courier without need to enter or trespass any private property. We will endeavor to follow any delivery instructions you provide but this cannot be guaranteed.
      • We are not responsible for any damages or losses due to any ambiguity regarding the leave safe location specified by you or unsuitability of the leave safe location.
    • Once we have delivered the products to the address you have given us, you will receive confirmation of delivery by email. From the time of this confirmation of delivery email, we are not responsible for the products and no refund will be given for damages or losses happening after of the confirmation of delivery email has been sent.
    • For subscriptions changes to delivery address can be made at least 6 days before the next delivery date and can be made either
      • on your user account or through Contact Us on our website; or email help@wellbeloved.com; or
      • by contacting us by telephone on 0800 731 2301

Changes to delivery address cannot be made within the 6 days before delivery date.

  • You may report damaged, missing and undelivered delivery
    • through Contact Us on our website; or
    • by contacting us by telephone on 0800 731 2301
  • Redelivery:
    • When delivery cannot happen because
      • the courier could not find and/or access the address you stated when subscribing (especially for leave safe places, see paragraph 4.4.2) through no fault of the courier; and/or
      • someone prevented the courier from leaving the order at the address you provided;
    • you will be charged £8 for redelivery and/or recollection.
    • For any other reasons, please contact us:
      • through Contact Us on our website; or
      • by contacting us by telephone on 0800 731 2301

 

  • In the event that we are unable to deliver the ordered product (for example due to stock availability), we shall inform you without delay and discuss other alternatives, including delivery of a comparable product if available and options for ongoing subscriptions. If a comparable product is not available, or if you do not wish to have that product delivered, we may withdraw from the contract. In such situations we shall reimburse payments made by you (and in any event within 14 days of you notifying us that you do not wish to have the comparable product delivered).

 

  1. Price and Payment
    • We reserve the right to adjust prices in our sole discretion at any time;
      • such changes will not affect orders already placed or subscription orders already sent;
      • if you are a subscriber, you will be notified by email of those changes;
      • your acceptance of subscription deliveries of after such notice will constitute your acceptance of the price changes;
      • otherwise, you will be able to cancel your subscription at any time directly from your user account.
    • We accept payment for immediate purchase and for subscriptions by debit and credit cards (Visa, Mastercard or American Express).
    • If payment after first does not work for subscription
      • an attempt to charge your credit card will be automatically made every 3 days until successful;
      • if attempts to charge you fail for more than 18 days (i.e. 6 attempts), your
    • All prices include statutory VAT and exclude delivery costs. We do not sell to businesses, therefore we do not issue VAT receipts, nor do we refund the VAT. If you are a business and want to order from us, please contact us to discuss your options.
    • Delivery charges,
      • The exact cost of delivery is determined by your post code and the total cost of your order. All delivery costs will set out before you purchase the product at checkout.

Cost of order

Cost of delivery

£0-£25

£2.99

>= £25

Free 
  • We offer free delivery to UK mainland addresses (mainland England, Scotland and Wales) on orders from £25.
  • Orders weighing over 20kg may be dispatched in 2 or more parcels (depending on weight). 

 

  1. Cancellation Rights, Returns and Refunds
    • If you are subscribing as a consumer, and you have changed your mind about receiving the subscription service or a one-off order, you have the right to cancel your subscription within 14 days of receiving your first product, or the relevant order, without giving any reason under the following conditions:
      • You notify us that you wish to exercise your right to cancel within 14 days of delivery of your first product or the relevant one-off order. You may do this by contacting us using the details set out in paragraph 1. You may use the Model Cancellation Form at the end of these Terms and Conditions but this is not mandatory.
      • The product must be unused and sealed as originally delivered to you.
      • The goods should be returned, at your cost, within 14 days of you telling us that you have changed your mind.
      • Where the above applies, we will refund you within 14 days of the day we receive the product(s) back from your or within 14 days of you providing evidence to us that you have returned the goods to us. We will not refund you the cost of returning the goods to us. Please take reasonable care of the goods in your possession as we may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
      • This cancellation right is separate from any legal rights you may have if there is an issue with the service such as the product not being of satisfactory quality.
    • We want you to be satisfied with the service and our products. If you are not satisfied for any reason please contact us:
      • through Contact Us on our website; or
      • by telephone on 0800 731 2301

In the unlikely event that we are unable to resolve a complaint with you directly, you have the right to refer the dispute to the EU’s Online Dispute Resolution Platform at http://ec.europa.eu/odr

  • If you are not exercising your right to cancel as described under paragraph 5.1 and your product is not faulty and you wish to return your product for any other reason you will be required to pay the costs of return (and may not be eligible for a refund).

 

  1. Unsubscribing from subscription or skipping your deliveries
    • You may unsubscribe to our subscription service at any time. You may also choose to skip deliveries, for example when you are on holiday.
    • In order for your notice to unsubscribe or skipping of a delivery to be effective from the next subscription, you must do so by the 6th working day 6pm. before the planned delivery (for example: by Tuesday 6pm the week before a delivery planned on Monday)
    • To end your subscription or skip a delivery, you can either notify us
      • through your user account or through Contact Us on our website; or
      • by contacting us by telephone on 0800 731 2301
    • When you unsubscribe,
      • recurring charges will stop
      • immediately for the next delivery if notice has been given 6 days prior to this (see paragraph 8.2),
      • after the next delivery if not notified 6 days before the next delivery (and you will still receive the next delivery);
      • you will receive confirmation that your subscription has endedvia email.
    • Where you have unsubscribed, you can re-subscribe to our service whenever you wish. Please note that the terms of such subscription including the price may have changed so please check the terms carefully at the point of re-subscription.
    • Where you have chosen to skip a delivery or deliveries (with the required notice period), you will not be charged for the deliveries you have skipped and your deliveries will resume automatically after the skipped delivery.

 

  1. Termination or Refusal by us
    • We reserve the right to refuse or cancel orders at our sole discretion including orders as part of ongoing subscriptions.
    • If we do so, you will only be charged for orders that have been shipped to you.

 

 

  1. Limitation of liability
    1. You acknowledge that your use of this site and its content is at your own risk.
    2. We shall not be held liable for any loss or damage that would result in the usage of the product for a purpose for which it is not intended.
    3. Except for liability which we cannot limit, restrict or exclude by law we shall have no liability to you or any third party for any direct, indirect or consequential losses or damages (including loss of profits), or any other damages of any kind whether or not they are foreseeable to both you and us at the point of sale or use of our website. In particular, we are not liable for third party vendors, couriers or other service providers.
    4. Customers should be aware that the product packages can be heavy, and so extra care should be taken when accepting delivery and unpacking.
    5. Except as expressly set out in these Terms and Conditions, our liability to you shall not exceed the purchase price of the purchase or subscription which is the subject of any dispute between you and us.
    6. Each of the paragraphs of these Terms and Conditions operates separately. If any relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    7. If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, or if we delay in taking steps against you in respect of your breaking this contract, that will not prevent us from taking steps against you for doing those things at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment later on.

 

  1. Written communications and notices
    1. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. You agree to this electronic means of communication.

 

  1. Third-party rights
    1. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

 

  1. Intellectual property
    1. We are the owner or the licensee of all intellectual property rights in our site and in our product, whether registered or unregistered, and in the material published on it. These works are protected by copyright laws and all such rights are reserved.
    2. You may print off a copy, and may download extracts, of any pages from our site for your personal reference. You must not use any part of our copyright materials or other intellectual property belonging to us for commercial purposes without first obtaining a license to do so from us and our licensors.
    3. If you post comments on the products or service to any website, blog or social media network you must ensure that such comments represent your fairly held opinions.

 

  1. Governing law and jurisdiction
    1. These Terms and Conditions are governed by English law and you and we can bring legal proceedings in respect of the products in the English and Welsh courts. If you live in Scotland you and we can bring legal proceedings in respect of the products in either the Scottish or English and Welsh courts.
    1. Promotions and coupons
      From time to time, we may send you a discount code or post one on our website. In that case, and in addition to any specific terms stated alongside the discount code, the conditions set out in this paragraph shall apply.
      • All discount codes are applied to the value of the order (subject to any maximum stated in relation to that discount code), excluding delivery costs and are subject to our general Terms and Conditions.
      • The customer must be aged 18 years or over
      • If a promotional / coupon code is used, the applicable code for the concerned offer must be entered in the "Promotion code" field when ordering on the Website, or orally if you place an order by telephone and the coupon is valid for said order.
      • Promotional codes or coupons cannot be used in combination with other promotions or coupons; only one promotional or coupon code can be used per transaction and the amount of that promotional code or coupon is deducted from the balance of the shopping cart.
      • Direct2Pet reserves the right to restrict the use of promotional / coupon codes for payment of certain products, weight, certain shipping charges and expedited shipping charges, which will be disclosed on the applicable code or coupon. Unless otherwise specified in the terms and conditions of the offer, online discount coupons are not valid in Direct2Pet stores or any other point of sale where Direct2Pet products are sold.
      • Promotional codes / coupons cannot be used for orders made as part of a subscription. As an exception, you can use a promotional code / coupon for the first order of your subscription.
      • We reserves the right to discontinue discount codes at any time without prior notice and/or to change the amount required for eligibility.
      • Our online store is available for non-commercial customers only. We reserve the right to refuse orders from businesses to orders that we consider are for commercial or other non-domestic concerns. We reserve the right not to supply products to individual customers in response to orders where it is reasonable to assume they will be reselling them. The products are not intended for resale. If you are reseller please contact your wholesale salesperson, if you are a breeder please reach out to our breeders team at contactus@jwbbreeders.co.uk
    • Whistle discount for all customers
      • All customers are eligible for 40% on WHISTLE™ + 12 months subscription included when purchasing James Wellbeloved pet food. 
      • No discount code needed
      • The promotion is valid until 31st December 2024 at 11.59 pm.
    • 2023 New puppy discount on subscribe and save
      • New customers are eligible to get discount with NEWPUP30 discount code
      • 30% off offer is limited to one redemption per household and applies only to subscription orders with puppy products.
      • 18 years and over only. This offer is only valid on wellbeloved.com using the code contained above.
      • Code may only be used once.
      • Subscriber: 1 discount per order, offer cannot be combined with 10% off subscription offer.
      • The code is only valid from 31st August 2022 until 31st December 2024 at 11.59 pm
    • Puppy Pack Discount
      • New customers are eligible to get discount with PUPPYPACK50 discount code
      • 50% off offer is limited to one redemption per household and applies only to the new puppy pack.
      • 18 years and over only. This offer is only valid on wellbeloved.com using the code contained above.
      • Code may only be used once.
      • Subscriber: 1 discount per order.
      • The code is only valid from 31st August until 31st December 2024 at 11.59 pm.
    • Puppies coming from James Wellbeloved breeders discount
      • New puppies coming from James Wellbeloved breeders are eligible to get discount with BREEDERPUP discount code
      • 40% off offer is limited to one redemption per household
      • 18 years and over only. This offer is only valid on wellbeloved.com using the code contained above.
      • Code may only be used once.
      • Subscriber: 1 discount per order.
      • The code is only valid from 5th October 2023 until 31st December 2024 at 11.59 pm.
    • New Puppy Pack discount from breeder
      • New customers are eligible to get discount which includes  NEWPUPPY50 discount code
      • 50% off offer is limited to one redemption per household and applies only to the new puppy pack.
      • 18 years and over only. This offer is only valid on wellbeloved.com using the code contained above.
      • Code may only be used once.
      • Subscriber: 1 discount per order, offer cannot be combined with 10% off subscription offer.
      • The code is only valid until 2 weeks after the email with discount code has been sent.
    • Leaflet Puppy Pack discount
      • Customers who received the Puppy Pack leaflet are eligible for the 25% off with WELCOMEBACK2023 discount code.
      • 25% off offer is limited to one redemption per household and applies to the dog portfolio.
      • 18 years and over only. This offer is only valid on wellbeloved.com using the code contained above.
      • Code may only be used once.
      • Discount code cannot be combined with other other discounts.
      • Maximum purchase £600.
    • 2024 James Wellbeloved for New Customers
    • New customers are eligible to get 15% discount on their first order with discount code  NEWORDER15.
        • The 15% off offer is limited to one redemption per household and applies to a single order at wellbeloved.com.
        • Discount code is not valid for subscriptions. The code may only be used once.
        • Minimum purchase £15, Maximum purchase £600.
        • The code is only valid until the 31st Dec 2024 at 11.59 pm. 
    • 2024 James Wellbeloved for New Subscribers Customers
      • New subscribers are eligible to get 15% additional discount on their first subscription order with discount code SUBSCRIBELOVE25.
      • The additional 15% off offer is limited to one redemption per household and applies to a single subscription order at wellbeloved.com.
      • The code will make a total of up to 23.5% discount on the first subscription order, afterwards the subscription order will return to usual 10% lower price. The code may only be used once.
      • Minimum purchase £15, Maximum purchase £600.
      • The code is only valid  until the 31st Dec 2024 at 11.59 pm. 
      • 2024 James Wellbeloved Christmas Campaign for Newsletters
        • Customers in the newsletters are eligible to get 15% additional discount on their transactional as well as subscription order with discount code MERRY15.
        •  The 15% off offer is limited to one redemption per household and applies to a single order at wellbeloved.com.
        • Discount code will create an additional 23.5% lower price on subscriptions, afterwards it will be the default 10% lower price.
        • This offer is only valid for subscription on wellbeloved.com using the code contained above. The code may only be used once. 
        • Minimum purchase £40, Maximum purchase £600. 
        • The code is only valid from 1st of December  2024 until 19th of December 2024 at 11.59 pm
      • 2024 James Wellbeloved Christmas Campaign for New Customers
        • New Customers are eligible to get 20% discount on their first order with discount code MERRY20.
        • The 20% off offer is limited to one redemption per household and applies to a single order at wellbeloved.com.
        • Discount code will create an additional 28% lower price on subscriptions, afterwards it will be the default 10% lower price.
        • This offer is only valid for subscription on wellbeloved.com using the code contained above. The code may only be used once. Minimum purchase £15, Maximum purchase £600. 
        • The code is only valid from  1st of December  2024 until the 2nd of December 2025 at 11.59 pm
      • 2024 James Wellbeloved Free Christmas Gift Campaign
        • This offer is available to both New Customers and Returning Customers.
        • Customers are eligible to add a free Christmas gift to their order.
        • A pop-up page will appear during checkout, showcasing a selection of accessories available to be added to the cart for free.
        • A minimum purchase of £5 is required to qualify for this offer.
        • The offer is valid while stocks last.
      • Model Cancellation Form

        Complete and return this form only if you wish to withdraw from the contract.

         To James Wellbeloved, a division of Direct2Pet Europe B.V. 

        Registered Office:  Direct2Pet Europe B.V Taylorweg 5, 5466AE Veghel, Netherlands. Registration number: 819782610.

        help@wellbeloved.com

        0800 731 2301

        I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale for JAMES WELLBELOVED products or the JAMES WELLBELOVED subscription service,

         

        Ordered on [*]/received on [*],

         

        Name of consumer(s),

         

        Address of consumer(s),

         

        Signature of consumer(s) (only if this form is notified on paper),

         

        Date

         

        (*)Delete as appropriate