General Terms and Conditions

Last updated: 19 July 2026

These Terms and Conditions explain the rules that apply when you visit fjordnest.co.uk or purchase products from FjordNest.

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

Nothing in these Terms limits or excludes your statutory rights under UK consumer law.

1. About FjordNest

This website is operated under the business name FjordNest.

Website: fjordnest.co.uk
Email: contact@fjordnest.co.uk
Telephone: +55 11966071673
Business address: Rua José da Frota Holanda, Parque Boturussu, São Paulo, Brazil

Our customer service hours are Monday to Friday, from 9:00 am to 5:00 pm, UK time.

2. Who These Terms Apply To

These Terms apply to customers purchasing products through our website for personal or domestic use.

You must be at least 18 years old and legally capable of entering into a binding contract to place an order.

By placing an order, you confirm that the information you provide is accurate, complete and up to date.

3. Using Our Website

You may use our website only for lawful purposes.

You must not:

• Use the website for fraudulent, unlawful or malicious purposes;

• Attempt to gain unauthorised access to the website, its servers or connected systems;

• Interfere with the operation, security or availability of the website;

• Introduce viruses, malware or other harmful material;

• Use automated systems to extract or collect website content without permission;

• Copy, reproduce or commercially exploit our content without authorisation; or

• Use the website in a way that infringes the rights of FjordNest or another person.

We may restrict or suspend access to the website where reasonably necessary to protect our customers, our systems or our business.

4. Product Information

We take reasonable care to ensure that product descriptions, photographs, measurements and other information are accurate.

However:

• Product colours may appear slightly different depending on your screen or device;

• Measurements and dimensions may be approximate;

• Product packaging may change without affecting the product itself; and

• Minor variations may occur between production batches.

These reasonable variations do not affect your rights where a product is faulty, not as described or unsuitable for its intended purpose.

You are responsible for checking product descriptions, measurements and sizing information before placing your order.

5. Prices

All prices displayed on the website are shown in pounds sterling, or GBP (£).

The total amount payable, including any applicable delivery charges and taxes collected by us, will be shown at checkout before you submit your order.

We may change our prices at any time. Price changes will not affect orders that we have already accepted.

Although we take reasonable care to display accurate prices, errors may occasionally occur. If we discover an obvious pricing error after you place an order, we will contact you and give you the option to:

• Continue with the order at the correct price; or

• Cancel the order and receive a full refund.

We will not process an order at an obviously incorrect price where the error could reasonably have been recognised as a mistake.

6. Placing an Order

When you place an order, you are making an offer to purchase the selected products.

After receiving your order, we may send an order acknowledgement. This acknowledgement confirms that we have received your order, but it does not necessarily mean that we have accepted it.

A binding contract is formed when we send you a dispatch confirmation or otherwise confirm that the order has been accepted and is being fulfilled.

Each accepted order forms a separate contract between you and FjordNest.

7. Order Acceptance and Refusal

We may refuse or cancel an order before it has been accepted where reasonably necessary, including where:

• The product is unavailable;

• Payment cannot be authorised;

• The delivery address is incomplete or outside an available delivery area;

• We identify an obvious pricing or product information error;

• We reasonably suspect fraud, misuse or unauthorised payment activity;

• Purchase limits have been exceeded; or

• We are unable to fulfil the order for another legitimate reason.

If we cancel an order after payment has been taken, we will refund the amount paid using the original payment method.

8. Payment

You must pay for your order using one of the payment methods available at checkout.

By submitting payment details, you confirm that:

• You are authorised to use the selected payment method;

• The information provided is accurate; and

• Sufficient funds or credit are available to complete the transaction.

Payments may be processed by third-party payment providers. Those providers may carry out security, fraud-prevention or identity checks before approving a transaction.

We are not responsible for delays caused solely by your bank or payment provider, but this does not affect our responsibilities under applicable consumer law.

9. Promotions and Discount Codes

Promotions and discount codes are subject to any additional conditions displayed with the relevant offer.

Unless otherwise stated:

• A discount code may only be used once per order;

• Discount codes cannot be exchanged for cash;

• Discount codes cannot be applied retrospectively;

• Multiple discount codes cannot be combined;

• Promotions are available only while stocks last; and

• We may withdraw or amend a promotion before an order is placed.

We may cancel a discount or promotional order where the promotion has been used fraudulently, contrary to its conditions or because of an obvious technical error.

Any refund for a discounted product will be based on the amount actually paid for that product.

10. Delivery

Available delivery methods, estimated delivery times and any applicable delivery charges will be shown on the website or during checkout.

Delivery dates are estimates unless we have expressly agreed to deliver by a specific date.

Unless a different delivery period has been agreed with you, we will deliver your order without undue delay and within 30 days after the contract is formed.

We may use third-party couriers and fulfilment partners to deliver orders.

Please ensure that your delivery address is complete and accurate. FjordNest is not responsible for delays or failed deliveries caused by incorrect or incomplete information provided by the customer.

If a parcel is returned because the address provided was incorrect, incomplete or inaccessible, we may ask you to pay reasonable additional delivery costs before resending it.

11. Delayed or Failed Delivery

If your order does not arrive within the estimated delivery period, please contact us at contact@fjordnest.co.uk.

We will investigate the delivery with the courier or fulfilment provider.

If delivery by a specific date was essential and we agreed to that date before accepting the order, you may be entitled to cancel the order if delivery does not take place on time.

In other circumstances, you may ask us to complete delivery within an appropriate additional period. If we still fail to deliver, you may be entitled to cancel the order and receive a refund.

If the parcel is confirmed as lost, we will offer either:

• A replacement at no additional cost; or

• A full refund to the original payment method.

12. Responsibility for the Products

We remain responsible for the products until they are delivered to:

• You;

• A person identified by you to receive the order; or

• A safe location expressly selected or approved by you, where applicable.

Once the products have been delivered, responsibility for their care passes to you.

Ownership of the products passes to you once we have received payment in full and the products have been delivered.

13. Cancelling an Order

You may request to cancel an order before it is dispatched by contacting contact@fjordnest.co.uk.

We will make reasonable efforts to cancel the order, but we cannot guarantee cancellation once fulfilment or dispatch has begun.

For most online purchases, UK customers also have a legal right to cancel within 14 days after receiving their order without giving a reason.

FjordNest additionally offers a 30-day return period, subject to the conditions in our Returns and Refunds Policy.

Please read our Returns and Refunds Policy for full instructions, conditions, exclusions and applicable postage costs.

14. Faulty, Damaged or Incorrect Products

Products supplied by FjordNest must be:

• Of satisfactory quality;

• Fit for their intended purpose; and

• As described.

Please contact us as soon as possible if a product is faulty, damaged on arrival, incorrectly supplied or materially different from its description.

Depending on the circumstances and your legal rights, we may provide:

• A repair;

• A replacement;

• A full or partial refund; or

• Another appropriate remedy.

Nothing in these Terms or our Returns and Refunds Policy limits your statutory rights relating to faulty, damaged or incorrectly supplied products.

15. Returns and Refunds

Returns, exchanges and refunds are handled in accordance with our Returns and Refunds Policy.

Approved refunds will normally be issued to the original payment method.

Your bank or payment provider may require additional time to credit the funds after the refund has been issued.

16. Product Use and Safety

You are responsible for reading and following all instructions, warnings, sizing guidance and care information supplied with a product.

Pet products should be used under appropriate supervision. No pet toy, harness, lead, bed or accessory is completely indestructible or suitable for every animal.

You should regularly inspect products for wear or damage and stop using them if they become unsafe.

Product descriptions and general information on our website are not a substitute for professional veterinary advice. Contact a qualified veterinary professional if you are concerned about your pet’s health, behaviour or safety.

This section does not limit our responsibility for defective products or any other liability that cannot legally be excluded.

17. Intellectual Property

Unless otherwise stated, the website and its content are owned by, licensed to or used with permission by FjordNest.

This content includes:

• Text;

• Product descriptions;

• Photographs and images;

• Graphics;

• Logos;

• Branding;

• Videos;

• Website design; and

• Software or code.

You may view and use the website for personal, non-commercial purposes.

You may not reproduce, modify, distribute, sell, licence, publish or commercially exploit website content without our prior written permission, except where permitted by law.

Third-party names, trademarks and content remain the property of their respective owners.

18. Third-Party Services and Links

Our website may contain links to third-party websites or use services provided by third parties, including:

• Payment processors;

• Delivery providers;

• Analytics services;

• Marketing platforms; and

• Social media services.

Third-party websites operate under their own terms and privacy policies. FjordNest does not control and is not responsible for the content or general availability of independent third-party websites.

However, using a third party to process payment, fulfil or deliver an order does not remove any responsibility that FjordNest has to you under applicable consumer law.

19. Website Availability

We aim to keep the website accurate, secure and available, but we cannot guarantee that access will always be uninterrupted or error-free.

We may temporarily restrict access to carry out:

• Maintenance;

• Security updates;

• Technical improvements;

• Repairs; or

• Changes to website functionality.

We will take reasonable steps to minimise disruption where possible.

20. Our Responsibility to You

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

A loss is foreseeable where it was obvious that it might happen or where both you and FjordNest knew that it might happen when the contract was formed.

We do not exclude or limit liability where doing so would be unlawful. This includes liability for:

• Death or personal injury caused by negligence;

• Fraud or fraudulent misrepresentation;

• Breach of your statutory rights relating to products;

• Defective products where liability cannot legally be excluded; or

• Any other liability that cannot be limited or excluded by law.

Our products are supplied primarily for personal and domestic use. To the extent permitted by law, we are not responsible for business losses such as loss of profit, revenue, contracts, business opportunities or commercial data arising from personal use of the products.

21. Events Outside Our Reasonable Control

We are not responsible for delays or failures caused by events outside our reasonable control, such as:

• Severe weather;

• Natural disasters;

• Transport disruption;

• Industrial action;

• War, civil unrest or terrorism;

• Government restrictions;

• Widespread telecommunications failures; or

• Disruption affecting couriers or supply networks.

Where such an event affects your order, we will take reasonable steps to reduce the impact and contact you where appropriate.

Your legal rights relating to serious delivery delays or non-delivery will continue to apply.

22. Personal Information

We handle personal information in accordance with our Privacy Policy.

Please review the Privacy Policy to understand what information we collect, why we collect it and how it may be used or shared.

23. Complaints

Please contact us if you have a complaint about an order, product or service.

Email: contact@fjordnest.co.uk
Telephone: +44 11966071673

Please include your order number and a clear description of the issue.

We will review your complaint and aim to provide a fair response within a reasonable period.

24. Changes to These Terms

We may update these Terms to reflect changes to our business, website, products or legal obligations.

The updated version will be published on this page with a revised “Last updated” date.

The Terms in effect when we accept your order will normally apply to that order. Changes will not be applied retrospectively where doing so would unfairly reduce your rights.

Your continued use of the website after an update means that the updated website-use provisions will apply to future use. Updated sales terms will apply to orders placed after the revised Terms are published.

25. Transfer of Rights

We may transfer our rights or obligations under these Terms to another organisation where this does not reduce your rights.

We will inform you if a transfer materially affects an existing order.

You may transfer your rights under these Terms only where we agree or where the law permits you to do so.

26. Severability

Each section of these Terms operates separately.

If a court or competent authority decides that any section is unlawful or unenforceable, the remaining sections will continue to apply.

27. No Waiver

If we do not immediately enforce a right under these Terms, this does not mean that we have given up that right.

Any waiver will apply only to the specific circumstances in which it was given.

28. Governing Law and Jurisdiction

These Terms, their subject matter and any contract formed through the website are governed by the laws of England and Wales.

If you live in England or Wales, you may bring legal proceedings in the courts of England and Wales.

If you live in Scotland, you may bring legal proceedings in either the Scottish courts or the courts of England and Wales.

If you live in Northern Ireland, you may bring legal proceedings in either the Northern Irish courts or the courts of England and Wales.

If you live elsewhere, you may also benefit from mandatory consumer protections and rights available under the laws of your country of residence.

29. Contact Information

For questions about these Terms, orders or products, please contact:

Business name: FjordNest
Website: fjordnest.co.uk
Email: contact@fjordnest.co.uk
Telephone: +44 11966071673
Business address: Rua José da Frota Holanda, Parque Boturussu, São Paulo, Brazil

Customer service hours:
Monday to Friday, 9:00 am to 5:00 pm, UK time.