Terms of service

TERMS OF SERVICE

These Terms of Service (“Terms”) apply to your use of our website and to purchases made through our online store.

Please read these Terms carefully before using our website or placing an order. By using our website or placing an order, you agree to these Terms.

Nothing in these Terms affects your statutory rights under UK consumer law.

1. Company information

This website is operated by MIRAFELINE LIMITED (“MIRAFELINE”, “we”, “us” or “our”).

  • Company name: MIRAFELINE LIMITED

  • Company registration number: 17248119

  • Registered office: Centurion House, London Road, Staines-Upon-Thames, England, TW18 4AX

  • Email: info@mirafeline.ltd

If you have any questions about these Terms, your order, delivery, returns or refunds, please contact us at info@mirafeline.ltd.

2. Who these Terms apply to

These Terms apply to consumers who purchase goods from our website.

A “consumer” means an individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession.

If you are purchasing goods for business or commercial purposes, please contact us before placing an order. Different terms may apply.

3. Our online store

MIRAFELINE operates an online retail store selling pet-related products and accessories.

Our store may be hosted and operated through Shopify. Shopify provides the e-commerce platform that allows us to display products, operate the shopping cart, process orders, manage checkout and operate our online store.

4. Products and descriptions

We take reasonable care to ensure that product descriptions, images, prices and availability information on our website are accurate and up to date.

However:

  • product images are for illustration purposes and may vary slightly from the actual product;

  • colours may appear differently depending on your device or screen settings;

  • dimensions, weights and measurements may be approximate;

  • product availability may change;

  • packaging may vary.

We do not exclude or limit your statutory rights if goods are not as described, not of satisfactory quality, not fit for purpose, faulty or damaged.

If you receive an item that is materially different from its description, faulty, damaged or incorrect, please contact us at info@mirafeline.ltd.

5. Order process

When you place an order through our website, you are making an offer to purchase the goods in your cart.

After you place an order, you may receive an order confirmation email. This confirms that we have received your order.

A contract between you and MIRAFELINE is formed when we accept your order. Acceptance may occur when we send an order confirmation, dispatch confirmation or otherwise confirm that your order has been accepted.

We may contact you if we need further information to process your order.

6. Refusing or cancelling orders

We may refuse, cancel or limit an order where there is a valid reason to do so, including where:

  • the product is unavailable;

  • there is an obvious pricing, product description or stock error;

  • payment is not authorised or is reversed;

  • fraud prevention or security checks are not passed;

  • the delivery address is incomplete, invalid or outside our delivery area;

  • we are unable to fulfil the order due to supplier, stock or logistics issues;

  • the order appears to be placed for unlawful, abusive or fraudulent purposes;

  • we are required to do so by law or by a payment provider.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item or order.

7. Prices and taxes

Prices are shown on our website at the time you place your order.

We reserve the right to change prices at any time, but price changes will not affect orders that have already been accepted.

Prices, delivery costs and any applicable taxes or charges will be shown at checkout before you place your order.

If there is an obvious pricing error on our website, we may cancel the order and refund you, or contact you to ask whether you wish to proceed at the correct price.

8. Payment

Payments are processed through Shopify Payments and supported payment methods shown at checkout.

Available payment methods may vary depending on your location, device, browser, payment provider settings and Shopify checkout configuration.

By submitting payment information, you confirm that:

  • you are authorised to use the selected payment method;

  • the payment information you provide is accurate;

  • you authorise the payment provider to charge the amount shown at checkout.

We do not intentionally collect or store full payment card numbers or CVV codes on our own systems. Payment information is processed securely by Shopify Payments and its payment processing partners.

Some payment methods may be provided by third-party payment providers and may be subject to their own terms and privacy notices.

9. Dropshipping and supplier fulfilment

MIRAFELINE may use a private supplier located in the United Kingdom to fulfil and dispatch orders.

This means that your order may be prepared, packed and shipped directly by our supplier.

Although we may use a supplier for fulfilment, MIRAFELINE remains the seller responsible for your order, customer service, returns, refunds and your statutory consumer rights.

We may share the information necessary to fulfil your order with our supplier, including your name, shipping address, telephone number, product ordered and order number.

10. Delivery

Delivery options, estimated delivery times and delivery costs, where applicable, will be shown on our website or at checkout.

Delivery times are estimates unless we specifically agree a guaranteed delivery date with you.

We will make reasonable efforts to deliver your order within the estimated delivery timeframe. If no specific delivery timeframe is agreed, we will deliver the goods within 30 days after the order is placed, unless a different period is agreed with you.

If delivery is delayed, please contact us at info@mirafeline.ltd and we will investigate the matter with our supplier or courier.

We are not responsible for delays caused by events outside our reasonable control, but this does not affect your statutory rights.

11. Delivery address

You are responsible for providing a complete and accurate delivery address when placing an order.

Please check your delivery details carefully before submitting your order.

If an order cannot be delivered because the delivery address you provided was incorrect, incomplete or inaccessible, we may contact you to arrange a solution.

Where permitted by law, we may deduct reasonable costs incurred due to an incorrect or incomplete delivery address from any refund.

This does not affect your statutory rights where delivery failed due to an error by us, our supplier or the courier.

12. Risk and ownership

The goods remain at our risk until they come into your physical possession, or the physical possession of a person identified by you to receive them.

If you arrange your own carrier who was not offered by us as a delivery option, risk may pass to you when the goods are handed over to that carrier.

Ownership of the goods will pass to you when we have received full payment and the goods have been delivered to you.

13. Tracking, lost parcels and delivery disputes

If tracking shows that your order has been delivered but you have not received it, please contact us at info@mirafeline.ltd as soon as possible.

We may ask you to provide information to help us investigate, such as:

  • confirmation of your delivery address;

  • whether anyone else at the address accepted the parcel;

  • whether the courier left a delivery photo or note;

  • whether the parcel was left in a safe place;

  • any relevant information from neighbours, building reception or local delivery points.

We will investigate the matter with the supplier or courier and will offer an appropriate solution where required by law.

Nothing in these Terms removes or limits your statutory rights where goods have not been delivered to you or to a person identified by you to receive them.

14. Cancellations, returns and refunds

Your rights to cancel an order, return goods and receive a refund are explained in our Refund and Returns Policy.

If you are a consumer in the United Kingdom, you usually have the legal right to cancel most online orders within 14 days after receiving the goods, without giving a reason. After notifying us of cancellation, you usually have a further 14 days to send the goods back.

Where you cancel under your statutory cancellation rights, we will refund the price paid for the goods and the cost of standard delivery, if you paid for standard delivery. If you chose a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option available for your order.

Return shipping costs may be your responsibility where you return goods because you changed your mind, unless we agree otherwise or the goods are faulty, damaged, incorrect or not as described.

Nothing in these Terms affects your statutory cancellation or refund rights.

15. Faulty, damaged, incorrect or not as described goods

We are under a legal duty to supply goods that are as described, of satisfactory quality and fit for purpose.

If your item is faulty, damaged, incorrect, not as described or not fit for purpose, please contact us at: info@mirafeline.ltd

Please include:

  • your order number;

  • a description of the issue;

  • photos or videos of the item, where possible;

  • photos of the packaging, where relevant.

Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy under UK consumer law.

16. Product use and safety

You agree to use products safely, responsibly and only for their intended purpose.

You should read and follow any instructions, warnings, labels, manuals or safety guidance provided with the product or shown on our website.

For pet-related products, you are responsible for assessing whether a product is suitable for your pet, taking into account your pet’s size, weight, age, health, behaviour and environment.

You should supervise pets when introducing new products, furniture, accessories or feeding items.

We are not responsible for damage, injury or loss caused by misuse, modification, improper assembly, failure to follow instructions or use of a product in a way that was not intended, except where we are legally responsible.

17. Product assembly

Some products may require assembly.

Where assembly is required, you are responsible for following the instructions provided and ensuring that the product is assembled safely and securely before use.

If you believe that parts are missing, instructions are unclear or the product cannot be assembled safely, please stop using the product and contact us at info@mirafeline.ltd.

18. Promotions, discounts and offers

We may offer discount codes, promotions or special offers from time to time.

Promotions may be subject to additional terms, including expiry dates, minimum order values, product exclusions or usage limits.

Unless stated otherwise:

  • discount codes cannot be exchanged for cash;

  • discount codes cannot be applied retrospectively to previous orders;

  • only one discount code may be used per order;

  • we may withdraw or amend promotions where necessary.

If you return an item purchased with a discount code or during a promotion, any refund will be based on the amount you actually paid.

19. Reviews, comments and user content

If our website allows you to submit reviews, comments, messages, photos or other content, you must ensure that your content is lawful, accurate and does not infringe anyone else’s rights.

You must not submit content that is:

  • false or misleading;

  • abusive, threatening, obscene or discriminatory;

  • defamatory;

  • unlawful;

  • spam or advertising;

  • infringing intellectual property or privacy rights;

  • harmful to our website or other users.

We may moderate, remove or refuse to publish user content where we reasonably consider it inappropriate, unlawful or in breach of these Terms.

By submitting content to us or through our website, you grant us a non-exclusive, royalty-free licence to use, display, reproduce and share that content for the purpose for which it was submitted, including displaying reviews on our website, unless you tell us otherwise.

20. Website use

You agree not to misuse our website.

You must not:

  • use the website for unlawful or fraudulent purposes;

  • interfere with the operation or security of the website;

  • attempt to gain unauthorised access to any part of the website, server, account or system;

  • introduce viruses, malware or harmful code;

  • scrape, copy or extract data from the website without permission;

  • impersonate another person;

  • submit false, misleading or harmful information;

  • use the website in a way that damages our business, reputation or other users.

We may suspend or restrict access to the website where we reasonably believe there has been misuse, unlawful activity, fraud or a breach of these Terms.

21. Intellectual property

All content on our website, including text, images, product descriptions, graphics, logos, layout, design, software and other materials, is owned by us or licensed to us, unless stated otherwise.

You may use our website for personal, non-commercial shopping purposes.

You must not copy, reproduce, distribute, modify, sell, exploit or use our website content for commercial purposes without our prior written permission.

22. Third-party links and services

Our website may contain links to third-party websites, payment pages, delivery tracking services, social media pages or other external services.

We are not responsible for the content, privacy practices, security or terms of third-party websites or services.

You should review the terms and privacy notices of any third-party service you use.

23. Privacy and cookies

We collect and use personal information in accordance with our Privacy Policy.

Our website uses cookies and similar technologies as explained in our Privacy Policy and cookie settings.

By using our website, you acknowledge that personal information may be processed as described in our Privacy Policy.

24. Our responsibility to you

We are responsible for losses you suffer that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

A loss is foreseeable if it was obvious that it would happen or if, at the time the contract was made, both you and we knew it might happen.

We are not responsible for losses that are not foreseeable.

We supply goods for domestic and private use. If you use the goods for commercial, business or resale purposes without our agreement, we will not be responsible for business losses, including loss of profit, loss of business, business interruption or loss of business opportunity.