Terms & conditions

Last updated: 11/12/2025

Welcome to Holly & Moss. By accessing our website or placing an order, you agree to be bound by these Terms & Conditions. Please read them carefully before using our site.

These Terms do not affect your statutory rights under UK law.

1. About Us

Holly & Moss
Harrogate, UK
Email: hello@hollyandmoss.co.uk
Company number: 16769359

We design and sell natural hemp dog toys and related pet products.
These Terms apply to all purchases made through our website.

2. Using Our Website

By using our website, you:

• Confirm that you are at least 18 years old
• Agree to use the site only for lawful purposes
• Must not copy, reproduce or exploit any part of the website without our permission

We may update or change content at any time.

3. Products

We make every effort to display accurate product descriptions, colours and images.

Please note:

• Natural materials may vary slightly in colour or texture
• Sizes are approximate
• Images are for illustrative purposes only

All products are intended for supervised pet use only.
No dog toy is indestructible.

4. Ordering

When you place an order, you will receive an email confirming we have received it.
This confirmation does not constitute acceptance.

Your order becomes accepted once we dispatch the goods.

We reserve the right to refuse or cancel an order, including for:

• Out-of-stock items
• Pricing errors
• Suspicion of fraudulent activity

5. Pricing & Payment

All prices are displayed in GBP (£) and include VAT where applicable.

We accept payment through approved secure gateways (Stripe).
Payment must be received in full before your order is dispatched.

If a pricing error occurs, we will contact you before fulfilling the order.

6. Shipping & Delivery

Delivery times are estimates and not guaranteed.

We are not liable for delays caused by:

• Couriers
• Adverse weather
• Supply-chain issues
• Incorrect delivery information provided by the customer

Shipping costs are shown at checkout.

If a package is returned to us due to incorrect address details, redelivery costs may apply.

7. Returns & Refunds

Our full Returns Policy forms part of these Terms.

Key points:

• You have 28 days to return an item in unused condition
• Refunds are issued within 10 business days of receiving the returned item
• Customers are responsible for return postage unless the item is faulty
• Used or chewed products cannot be returned for hygiene/safety reasons

For full details, refer to our Returns & Refunds Policy.

8. Faulty or Damaged Items

If your item arrives damaged or faulty, contact us within 7 days of receiving it.

We will:

• Replace the item, or
• Provide a refund (including return postage)

We may request photos to help us investigate the issue.

9. Customer Accounts

If you create an account on our website, you are responsible for:

• Keeping your login details secure
• Ensuring information is accurate and up to date

We reserve the right to suspend accounts that breach these Terms.

10. Intellectual Property

All content on this website is owned by Holly & Moss, including:

• Images
• Designs
• Branding
• Logos
• Copywriting
• Website layout

You may not copy or use any part of our content without written permission.

11. Limitation of Liability

To the fullest extent permitted by law:

• We are not liable for any indirect, incidental, or consequential damages
• Our total liability for any claim will not exceed the total amount paid for the product

We do not exclude liability for death or personal injury caused by our negligence.

12. Dog Safety Disclaimer

All Holly & Moss toys should be used under supervision.

We are not responsible for injury or damage caused by misuse or unattended play, including ingestion of materials.

Stop use immediately if the product becomes damaged.

13. External Links

Our website may include links to third-party sites.
We are not responsible for their content or privacy practices.

14. Changes to These Terms

We may update these Terms occasionally.
The most recent version will always appear on this page with the updated date.

Continued use of the website indicates acceptance of any changes.

15. Governing Law

These Terms are governed by English law, and any disputes will be handled by UK courts.

16. Contact Us

For questions about these Terms, contact us at:

hello@hollyandmoss.co.uk

We’re always happy to help.