Terms of service
Welcome to BullyBillows!
BullyBillows Holdings Limited is a company registered in England and Wales which is part of the BullyBillows group of companies, which also includes BullyBillows Limited registered in England and Wales, with registered offices at 18 The Ropewalk, Nottingham, England, NG1 5DT and BullyBillows s.r.o., registered in the Czech Republic, with registered offices at Roudenska 812, 370 07 Roudne, Czech Republic (collectively referred to as "BullyBillows", "we" or "us").
When you access our platform, app, website, social media and community channels that we may operate from time to time ("Site"), use the services at the Site ("Services") or purchase our products, these terms ("Terms") will apply.
Please read these Terms carefully before you start to use our Site and Services. We recommend that you print a copy of these Terms for future reference. If you do not agree to these Terms, you must not use our Site and Services.
1. GENERAL
1.1 These Terms were last updated on 17th June 2025.
1.2 BullyBillows reserves the right to amend or change these Terms at any time without notice to you. By using the Site and Services after any changes have been posted, you agree to any new terms.
1.3 We may suspend, restrict or terminate your account and your access to our Site and Services with or without notice if we believe that you have breached these Terms.
2. TERMS & CONDITIONS OF SALE
2.1 These Terms and Conditions of Sale apply only to purchases made by individual consumers for personal use. They do not apply to business-to-business (B2B) transactions or purchases made for commercial, resale, or business purposes.
2.2 Placing orders and contract creation
(a) All goods available on our website are sold strictly for your own private, domestic use. By ordering you confirm that you are acting as a consumer and not as a trader, reseller, wholesaler or distributor.
(b) By placing an order, you are making offer to us to buy the products specified in your order. We will send you an order confirmation email once you place your order, but this is not an acceptance of your order.
(c) Order acceptance and the completion of the contract will take place on the despatch to you of the products ordered.
(d) You will be charged for your order at any point between confirmation of your order and despatch. The exact timing of this may vary.
(e) We reserve the right, in our sole discretion, to reject your order for any reason including:
i. a pricing or product description error; ii. products are unavailable or out of stock; iii. failure to obtain payment authorisation; or iv. if your order is identified as suspicious or unusual (for example, purchase for resale) or is fraudulent. Where payment has been taken, we will refund you for any rejected orders.
2.3 Pricing, payment and delivery
(a) We reserve the right to change our prices at any time. Prices may vary depending on the country where you are located.
(b) The price of products includes VAT but excludes delivery costs which are added to the total cost of the order for your review before you complete your purchase.
(c) All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.
(d) If the credit card that you use to pay is denominated in an alternative currency other than British Pounds Sterling (GBP) or Euros (EUR), you acknowledge that you may be charged additional administrative and/or currency conversion fees by the applicable bank or service provider, for which you will be responsible.
(e) Products that are shipped to countries outside of the EU may be subject to taxes, brokerage fees, customs duties and import fees levied by the destination country, which are your responsibility to pay.
(f) We try our best to meet all delivery times but sometimes there may be delays, for example, because of postal/carrier delays or bad weather.
2.4 Cancellations, returns and refunds
(a) If you have placed an order but then wish to change or cancel it, please contact us as soon as possible. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the normal returns procedures.
(b) Except for faulty goods, products are returned at your own cost and we are not responsible for packages lost in transit without proof of tracking.
(c) If you are in the EU: i. you have the right to change your mind within 14 days of receipt of your products and request a refund. To exercise this right, you must let us know no later than 14 days from receipt of your product; ii. if you exercise the right to change your mind and cancel/send back your order within 14 days from receipt of your goods, we will refund you for the items purchased minus shipping costs incurred. iii. any returns received back after between 14 days and 30 days of receiving, a credit or electronic gift card will be sent to the email used on the original order, unless stated and confirmed otherwise. Faulty products will be subject to an internal checking process and we will inform you of the outcome.
(d) If you are outside of the EU, the right to change your mind does not apply and returns for refunds may only be accepted at our sole discretion, unless the products are faulty.
(e) You may exchange your goods or obtain a full refund if the goods in your order are damaged or faulty upon receipt, or if the goods you have received are not the goods you originally ordered. In this case, we will refund your returns costs.
(f) Products must be returned in accordance with our instructions, unused, in its original condition and include all, tags, parts and accessories that were included within the original packaging. We cannot accept any items for return that are not in their original condition or in original packaging.
(g) Due to hygiene reasons, opened packages of treats or food may not be returned or exchanged.
(h) We are unable to accept any returns of bespoke or personalised item, as they have been made to your requirements and cannot be resold. Please pay close attention when measuring your dog and use our website sizing guide, which you’ll find on each appropriate product. In case you have any doubts please send your questions to eu-help@bullybillows.com
(i) BullyBillows will not be responsible for any issues with products arising from improper or unreasonable use or maintenance, accidents, or unauthorised tampering, alteration or modification.
(j) Where you are making a return, you will need to send the products back to us within 14 days after the day on which you cancelled your order.
(k) If a return is accepted, we will refund you upon receipt of the returned item. Refunds can take up to 10 days to process and will be made to the payment method originally used.
(l) If a product is returned because it was faulty, we will refund standard delivery costs. If you choose to keep certain items and only partially cancel your order, the delivery cost will not be refunded.
(m) Nothing under these Terms affects your statutory rights.
2.5 Subscriptions
(a) BullyBillows offers food and treats products that can be purchased through a subscription for delivery in the UK and Ireland only.
(b) If you sign up for a subscription, the payment method you provide on sign up will be charged the relevant product purchase price upon signing up and every 30 days, or in accordance with the delivery option chosen on sign up.
(c) You must provide current, complete, and accurate information for your subscription and keep this information updated.
(d) We may cancel your subscription at any time. We will notify you by email of such cancellation and refund you any sums paid for products not received.
You may cancel your subscription at any time, but such cancellation will only take place at the end of the chosen subscription period. To avoid auto-renewal and recurring charges, you must cancel your subscription before the last day of your chosen subscription term. If you wish to cancel your subscription, you may do so by contacting us here: https://www.bullybillows.com/pages/contact-us
2.6 30-Day Money-Back and Replacement Guarantee
(a) We're confident you and your dog will love our products. If any product you buy from us fails to meet your expectations for quality, durability or description within 30 days of delivery, we will offer you either a full refund or free replacement of the same item (or, if that item is out of stock, the closest available alternative at your option).
(b) The return conditions under clause 2.3 (f) to (k) will apply to this guarantee.
(c) Except as provided in these Terms, we do not give any warranties or guarantees in respect of our products over and above those implied by applicable law. Nothing in this clause effects your statutory rights.
3. PROMOTIONAL OFFERS AND DISCOUNTS
(a) BullyBillows may offer promotional offers and special discounts from time to time, which will be subject to additional terms and conditions to be read in conjunction with these Terms.
(b) Unless otherwise expressly stated in the terms and conditions for a particular promotion, promotions cannot be combined and cannot be used in conjunction with any other offer/discount.
4. WEBSITE TERMS OF USE
4.1 Licence
(a) Subject to your compliance with these Terms and for so long as you are permitted by us to access the Site and use the Services, BullyBillows grants you a limited, non-transferable, non-sublicensable, non-exclusive, revocable licence to access the Site and use the Services for your own personal, non-commercial purposes.
(b) Except as expressly permitted by these Terms, you will not copy, reproduce, modify, redistribute, sell, transfer, create derivative works from, decompile, reverse engineer, or disassemble the Site, Services or any content or materials within them, nor will you take any measures to interfere with or damage the Site or Services.
4.2 Intellectual property rights
You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in our products, the Site and Services and all material or content supplied as part of our products, the Site and Services will remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us in accordance with these Terms. All rights not expressly granted by BullyBillows in these Terms are reserved.
4.3 Availability
We cannot guarantee that you will have uninterrupted access to the Site and our Services at all times. While we will make all effort to avoid it, access may be disrupted from time to time due to necessary maintenance, technical issues, network and system overloads or events outside of our control.
4.4 Accuracy
We try to be as accurate as possible on the Site about the Services and products, including pricing, availability of size, colour and type, quantity of stock available and any descriptions. However, while we try our best to ensure that product information on our website is correct, it is possible that the Site may contain errors or inaccuracies. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change and update information at any time without prior notice.
4.5 Prohibitions
In addition to other prohibitions as set forth in these Terms, you are prohibited from using the products, Services or Site: (i) for any unlawful purpose; (ii) to solicit others to perform or participate in any unlawful acts; (iii) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (iv) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (v) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (vi) to submit false or misleading information; (vii) to upload or transmit viruses or any other type of malicious code that will or may be used in any way to affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (viii) to collect or track the personal information of others; (ix) to spam, phish, pretext, spider, crawl, or scrape; (x) for any obscene or immoral purpose; or (xi) to interfere with or circumvent the security features of the Site, Services or any related website, other websites, or the Internet.
4.6 External Links
We may provide links to other websites from time to time. These links are provided for your convenience. We do not endorse or take responsibility for the content of those websites, are not responsible for the availability of those websites and 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 websites you do so at your own risk.
4.7 User content and social media
(a) Any content or materials that you provide or make available through the Site or any social media channels of BullyBillows ("User Content") is your sole responsibility. You represent that all User Content submitted is accurate, complete, up-to-date, and in compliance with these Terms and with all applicable laws, rules and regulations.
(b) You grant BullyBillows a worldwide, perpetual, irrevocable, non-exclusive, sublicensable, transferable, royalty-free licence to use, copy, transmit, distribute and display, edit, modify, and make derivative works from the User Content for any purpose whatsoever, commercial or otherwise, through all media, without compensation to you. You waive any moral rights (or equivalent rights) or rights of privacy or publicity in your User Content. You represent that you own (or have all rights necessary to grant BullyBillows the rights to use) all User Content, and that BullyBillows will not need to obtain licenses from any third party or pay royalties to any third party in order to use such User Content.
(c) If you make suggestions to BullyBillows about improving or adding new features or products or you otherwise provide feedback, reviews or testimonials, to the extent any licence is required, you grant to BullyBillows a worldwide, perpetual, irrevocable, non-exclusive, sublicensable, transferable, royalty-free licence to copy, modify, create derivative works based upon and otherwise use your suggestions, feedback, reviews and testimonials for any purpose without any notice, compensation or other obligation to you.
(d) We have no obligation to monitor, review, filter, moderate or remove any User Content from the Site. Nevertheless, we reserve the right to take any such actions in our sole discretion.
LIABILITIES & INDEMNITIES
5.1 To the fullest extent permitted by law, except as provided in these Terms we exclude all conditions, warranties, representations or other terms, which may apply to the Services, Site or products, whether express or implied. This does not affect your statutory rights as a consumer.
5.2 We will not be liable to you for any lack of performance, or the unavailability or failure of any of our Services or Site, or for any failure by us to comply with these Terms, where such lack, unavailability or failure arises from any cause reasonably beyond our control.
5.3 We will not be liable for any damage that may be caused to any device on which you access or use our Services that is caused in any way by our Services, unless that damage is directly caused by our failure to exercise reasonable skill and care in the provision of the Services.
5.4 We will not be liable, in contract, tort (including, without limitation, negligence), or other representations or otherwise out of or in connection with these Terms for:
(a) any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); (b) any loss of goodwill or reputation; or (c) any special or indirect losses, suffered or incurred arising out of or in connection with the provisions of any matter under these Terms.
5.5 Nothing in these Terms limits or excludes our liability for:
(a) death or personal injury by our negligence; (b) fraudulent misrepresentation; or (c) any other liability that cannot be excluded by law.
5.6 Subject to the above, any liability we do have for losses you suffer is strictly limited to the purchase price and the losses that were foreseeable. Loss or damage is only foreseeable where they could be contemplated by you and us at the time of you agreeing to these Terms.
5.7 To the fullest extent permitted by law, you agree to indemnify and hold BullyBillows harmless from and against all damages, losses, and expenses of any kind (including reasonable legal fees and costs) arising out of:
(a) your breach of these Terms; (b) any allegation that any materials that you submit to us or post on our Services infringe or otherwise violate the intellectual property rights of a third party; and (c) your access or use of our Services.
6. MISCELLANEOUS
6.1 We collect personal information about you through your use of our Services. All information that we collect about you is subject to our Privacy Policy
6.2 These Terms do not affect your legal rights. For further information about your legal rights, contact your local authority (for example, in the United Kingdom, this includes the Trading Standards Department or Citizen's Advice Bureau).
6.3 If any part of these Terms is deemed to be unenforceable, the enforceability of any other part of these Terms will not be affected.
6.4 You may not assign, sub-licence or otherwise transfer your rights or obligations under these Terms to anyone else. You agree that we may assign or transfer any of our rights or obligations under these Terms without notice to you.
6.5 If we delay exercising or fail to exercise or enforce any right available to us under these Terms, such delay or failure does not constitute a waiver of that right or any other rights under these Terms.
6.6 These Terms will be governed by and interpreted in accordance with English law. The courts of England and Wales shall have non-exclusive jurisdiction to resolve any claims, disputes or disagreements relating to these Terms.
7. HOW TO CONTACT US
If you have any feedback, questions or complaints or any requests for technical support, then please contact us at: https://www.bullybillows.eu/pages/contact-us
We do our best to respond to all queries as soon as possible but we cannot guarantee a response time.