Terms & Conditions
1. These Terms
1.1. Please read these Terms carefully before you submit your order to us. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms, please contact us to discuss.
1.2. If you do not agree to these Terms, please do not use the Website, set up an Account, or enter information into the functional areas of the Website or order any products from us. Please note that, if you wish to order products from the Website, you must accept these Terms.
1.3. These Terms refer to the following additional terms, which also apply to your use of the Website.
1.3.1. Our Privacy Policy, which governs how we use any personal information relating to you.
1.3.2. Our Terms of Use, which sets out the permitted uses and prohibited uses of the Website. When using the Website, you must comply with these Terms of Use.
1.4. We amend these Terms from time to time. Every time you wish to use the Website or purchase products from us, please check these Terms to ensure you understand the Terms that apply at that time. If you have started a subscription with us, and you do not agree to any subsequent changes to these Terms, you must cancel your subscription. Details on how to cancel are set out below.
1.5. We may make changes to the Website to reflect, amongst other things, our business priorities. We do not guarantee that the Website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of the Website for business and operational reasons. We will try to give you reasonable notice of any major changes or any suspension or withdrawal.
2. About Us
2.1. www.justblitz.com is a website (the “Website”) operated by Northwood Osborne (Holdings) Ltd (“we”, “us”) a company registered in England and Wales under company number 13617235 and with its registered office at Four Winds, South Baddesley Road, Hampshire SO41 5SG.
2.2. If you are in the UK, you may contact us by writing to us at theteam@justblitz.com or by contacting through the live chat or form submission through the Website.
2.3. If we have to contact you we will do so by writing to you at the email address or postal address you provided to us in your order or by calling the number you have provided as part of your Account details.
2.4. “Writing” includes emails. When we use the words “writing” or “written” in these Terms, this includes emails.
3. Your Account
3.1. In order to purchase any products and to take part in our consultation, you will need to register with us using the process set out on the Website. By registering with us, you will create a user account (your “Account”) and a unique username with associated information for you and your pet(s). This gives you access to the functional areas of the Website where you can edit information and add information relating to you and means you are able to purchase products from us.
3.2. You must ensure the details of your Account including your username, password or any other piece of information as part of our security procedures, are kept confidential and secure. You must not disclose it to any third party. You must also ensure that any details you provide to us in connection with your Account are complete and accurate as this may affect our ability to provide our products to you.
3.3. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms.
3.4. All Accounts are non-transferable and you cannot assign or transfer your Account to someone else. If you are in the United Kingdom and if you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us by emailing us at theteam@justblitz.com or by contacting us through the Website via the live chat function or the submission of an online form.
3.5. You are responsible for all actions and changes to your Account in the Logged In Pages of the Website (including but not limited to change of personal metrics (such as height and weight), subscription plan, postal address and delivery instructions).
3.6. The Website is only intended for users over the age of 18. By registering an Account with us, you are confirming that you are at least 18 years of age.
4. Orders and Subscriptions
4.1. When you sign up to one of our plans, you will be subscribed to a regular order of products from us. These products will be provided to you at the intervals set out on the subscription page in accordance with these Terms.
4.2. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
4.3. In order to purchase products from the Website, you must have correct, accurate and valid payment card details entered on your User Account.
4.4. If we are unable to accept your order, we will inform you of this and may not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product.
4.5. You must promptly inform us of any changes to the information that you provided us with including your payment details which may affect your order. You can do this quickly and easily by accessing the Logged in Pages. If we are unable to take payment from your card, we may still send an order you place with us and will require payment from you after this has been sent. We also reserve the right not to process your order.
4.6. In relation to our subscription products, if you require the changes to take effect prior to your next delivery you must do this within your online Account prior to the cut-off date and time. This cut-off as standard is 2:00pm on the day that is 5 working days prior to (and including) your delivery date. We reserve the right to change the cut-off date and time and will notify you of this change. You will be unable to make a change to your order after this cut-off time, including but not limited to cancellation, address changes, payment details and box contents. You will be charged for any delivery which is active at the time of cut-off.
4.7. When we recommend a certain type of recipe pack size for you, based on criteria specified by you in the Logged In Pages, this will determine the size of the box in which it is delivered. Please note, our recommendation and the box size may be subject to changes over time. Specific factors that will influence the box size recommendation including, but are not limited to, your height, weight, activity level and goal(s), time period covered, data and feedback provided by you through your Account. You must keep your Account up-to-date in order for us to continue to be able to recommend a specific box size.
4.8. The total price paid by you for your product is the price of the specific box calculated on the day your order is processed, plus VAT where appropriate. This cost breakdown will be displayed on the Website prior to you confirming the order. At this point, you can modify your details and the details of your pet prior to completing the purchase.
4.9. Paying for your order.
4.10. The charge for the total price will be charged to the payment method or card we hold on your Account for you at the cut off time for each specific order.
4.10.1. It is your responsibility to ensure that your payment method details are valid and current.
4.10.2. If your payment order cannot be executed due to insufficient funds, incorrect or outdates payment details and/or other disputes, the orders can still be delivered. In such cases, Butternut Box will attempt to charge you for the payment again. We reserve the right to recover the outstanding amount by charging the failed payment again via the specified payment method or via any additional payment methods you have in your Account.
4.10.3. If the attempts to repay the payment are unsuccessful, we reserve the right to recover the debt by other means, either directly or through a third party. We reserve the right to suspend or cancel future orders while the payments remain due. If you fail to pay the amounts due on time, we reserve the right to charge additional fines per reminder. The management and follow-up of late payments for customers in the Netherlands and Belgium will be transferred to a debt collection agency, the costs of which may be passed on to you.
4.10.4. Butternut Box is entitled to pause the execution or the agreement, including the delivery of orders, if and as long as you as a customer have not fully met your payment obligations.
4.11. Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
4.12. You can manage your future orders with us through your Logged In Pages. Any changes you make through the Logged In Pages may change the price of your order, and we will display this price to you once you have submitted these changes.
4.13. Cancelling your subscription. Your subscription will remain in place unless cancelled. You can access this through your Logged In Pages. If you cancel your subscription and reactivate at a different time the price may be a different price than the price in effect for the plan at the time of cancelling your original Account.
4.14. Non subscription products. We make some products available on the Website for you to purchase either together with or without a subscription. These products are sold on the same basis as our subscription products and are subject to these Terms.
5. Our products
5.1. Products may vary slightly from their pictures. The images of the products on the Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
5.2. The packaging of the product may vary from that shown in images on the Website. Furthermore, all of our products are made like you would at home and the exact weight of each individual item may vary slightly from the weight shown on the packaging.
5.3. We use natural ingredients to create our food products and we hope you will be happy with them. These ingredients or the methods we use to make the products may change from time to time due to business or operational reasons and as we reserve the right to make minor changes to the product without notice and at our sole discretion.
5.4. The products we supply may contain allergens. Our recipe cards and Website include details of all allergens which may be contained within our products. However, it is your responsibility for checking our packaging and Website to ensure that a product does not contain a relevant allergen to you. Our products include ingredients from third party suppliers who are responsible for labelling their ingredients correctly. Whilst we undertake rigorous checks in accordance with our legal obligations prior to using all third-party suppliers, in circumstances where a third party issues a product recall for whatever reason, we accept no liability for any loss, damage or injury caused by an ingredient recall or incorrect labelling.
5.5. If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
5.6. Products are subject to availability and prevailing market conditions. In the event of non-availability of any Products you order, we may offer a reasonable substitute. It is our policy to notify you of any substitute items via email prior to delivery where possible giving you the opportunity to accept or reject the item prior to the point of delivery. If you are not happy with any substitution, please contact our customer care team via the various methods detailed on our Website.
6. Our rights to make changes
6.1. We may change the product:
6.1.1. to reflect changes in relevant laws and regulatory requirements in the UK or other relevant countries; or
6.1.2. to implement minor technical adjustments and improvements.
6.2. These changes will not affect your use of the product but we will advise you if there is likely to be any significant difference in the product.
7. Providing the products
7.1. The costs of delivery will be as displayed to you on the Website.
7.2. During the order process we will let you know when we will provide the products to you. Products ordered from us can be delivered to addresses within the UK (including Northern Ireland). Please note, we may refuse to deliver to a particular location however we will tell you when you apply to register an Account with us whether we can deliver to your address.
7.3. For subscription products, you can select the delivery dates for your first delivery at the time you place your order or through the Logged-in Pages if such as selection is available. Future deliveries run on a regular schedule that you can see in the Logged-in Pages for your Account. This includes the price of the next order to be shipped and the delivery dates for this. Please note, actual delivery times may vary depending on your location, our stock availability and when you finalise your information on the Logged in Pages. For non-subscription products, we will provide an estimated delivery date when you place your order but will do our best to update you in the event that this is likely to change.
7.4. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.5. If no one is available at your address to take delivery, the product will be left, where practical, in your specified safe place. If no safe place is recorded on your Account, the delivery will be left at your address in the most suitable location. We are unable to arrange a re-delivery, or change the location of the delivery of the product once it is in transit.
7.6. If you are in the UK, you must report missing or undelivered deliveries by emailing us at theteam@justblitz.com.
7.7. Once the delivery is completed (i.e. signed for by a customer, left in a safe spot as specified by the customer or considered safe by authorised courier company, or delivered to a neighbour if no leave safe is provided or available) the risk of any damage or loss of the box will be with the customer. Justblitz shall not be held liable for any damage, defect or loss which may occur thereafter.
7.8. You are fully responsible for any damages or losses due to any ambiguity regarding the safe spot specified by you. We are not obliged to review the safe spot as to its general suitability.
7.9. Refusal of the box does not negate the charge for the Services. Justblitz will not be liable for any losses sustained by the customer relating to a refusal of delivery by our authorised courier company.
7.10. When you own goods. You own a product which is goods once we have received payment in full.
7.11. Storing the products. Before we deliver our food items to you they will have been stored at below 0 degrees Celsius although they may be delivered at a different temperature. You must store these products as specified on the packaging. If you are in the UK and if you are ever unhappy with the quality of the product, you must notify us on the day of delivery by emailing theteam@justblitz.com or by contacting us through the Website via the live chat function (if available) or the submission of an online form.
7.12. All of our food products are perishable and once delivered you must take all steps necessary to ensure that the products are stored according to our recommendations.
7.13. We may have to suspend the supply of a product to:
7.13.1. deal with technical problems or make minor technical changes;
7.13.2. update the product to reflect changes in relevant laws and regulatory requirements; or
7.13.2.1. make changes to the product as requested by you or notified by us to you.
7.14. Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product, we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 60 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
7.15. We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to and you still do not make payment within 2 days of us reminding you that payment is due, we may suspend your Account and the future supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not charge you for the products during the period for which they are suspended.
8. Cancellation
8.1. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
8.1.1. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
8.1.2. there is a risk that supply of the products may be significantly delayed because of events outside our control;
8.1.3. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 60 days; or
8.1.4. you have a legal right to end the contract because of something we have done wrong.
8.2. For most products bought online you have a legal right to change your mind within 14 days and receive a refund. However, because the products we sell are perishable items, these rights under the Consumer Contracts Regulations 2013 do not apply to an order you place with us and you will not be able to return any products you have paid for and received unless there is something wrong with them, as set out elsewhere in these Terms.
8.3. You can pause or cancel your subscription at any time, through your Logged in Pages. The estimated shipment date for upcoming orders is visible on your logged in pages in the ‘Next Deliveries’ section.
8.4. If you require any pause, cancellation or other changes to take effect prior to your next delivery you must do this through your Account prior to the cut-off date and time as set out in these Terms.
9. Our rights to end the contract
9.1. We may end the contract if you break it. We may end the contract for a product at any time by writing to you if: (a) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, details of your pet, confirmation of your Account details or your delivery address; or (b) you do not, within a reasonable time, allow us to deliver the products to you.
9.2. You must compensate us if you break the contract. If we end the contract in the situations set out in these Terms we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
9.3. We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least 30 days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
10. If there is a problem with the product
10.1. We want you to be satisfied with the products you receive from us. If you propose to end the contract because you are not satisfied, please follow the steps outlined below.
10.1.1. Email us from the email address associated with your user Account. Please include details of the product that you are not happy with and the reason for this. Please do this within 7 working days of receiving your product from us.
10.1.2. We may request further information from you regarding your complaint.
10.1.3. If a fault is agreed on our part, and/or a refund, credit or discount is agreed, we will endeavour to refund you within 7 business days.
10.1.4. We reserve the right not to refund, credit or discount your Account if we believe the product to have been sent in a saleable and suitable condition and that you were supplied with product you ordered from us.
10.2. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these Terms will affect your legal rights. This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: a) Up to 30 days: if your goods are faulty, then you can get an immediate refund. b) Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
11. Price and payment
11.1. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please relevant parts of these Terms for what happens if we discover an error in the price of the product you order.
11.2. We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
11.3. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
12. Offers and discounts
12.1. We may offer new and/or existing customers special offers from time to time. Where we make such offers, introductory offers are only available to new users of the Website. Previously registered users do not qualify for an additional offer, unless expressly stated. “Previously registered users” refers to any combination of: a user with an Account, a credit or debit card, a credit or debit card holder, a delivery address, a cardholder address, or a household, who has previously made use of the our service.
12.2. Limitations on offers. Please note the following in relation to any offers we make: (a) All offers are limited to one individual subscription, unless otherwise explicitly stated; (b) We may cancel any special offer, introductory offer or discount at any time without notice; (c) At our sole discretion, we may restrict who may enter into offers for any reason; (d) Promotional offers and discounts are available for limited time periods only; (e) Account credits and offers cannot be redeemed for cash.
12.3. We reserve the right to put any user Account(s) on hold and prevent outgoing deliveries, and/or remove any offer from any user Account(s) where we become aware of or detect any abuse or unfair treatment of any gifting scheme, referral code(s) and associated reward(s) or any other promotion scheme that may be run by us from time to time.
12.4. You must have a valid Account. We require you to sign up with a user Account at with us in order to redeem any offer. This process is detailed on the Website, and specifically this registration process includes you registering a valid credit or debit card, this includes registering with free and discounted offers.
12.5. Except where otherwise stated, discounts and credits cannot be used in conjunction with any other offers.
12.6. Purchase of our products is only via the Website, and requires a registered Account with valid payment and delivery details to redeem a free or discounted offer, or to redeem an Account credit.
12.7. After any discounted offer you will be charged the full price for subsequent orders until such time as another applicable and valid discounted offer is applied, or you cancel active subscriptions and orders with us.
13. Our responsibility for loss or damage suffered by you
13.1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
13.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.
13.3. We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14. Our liability
14.1. If we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the Products.
14.2. Notwithstanding the above, nothing in this agreement excludes or limits our liability for the following.
14.2.1. Death or personal injury caused by our negligence.
14.2.2. Fraud or fraudulent misrepresentation.
14.2.3. Any breach of the obligations implied by section 12 of the Sale of Goods Act 1979.
14.2.4. Defective products under the Consumer Protection Act 1987.
14.2.5. Any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.
15. How we may use your personal information
15.1. We will only use your personal information as set out in our Privacy Policy.
16. Other important terms
16.1. We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
16.2. You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.
16.3. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
16.4. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
16.5. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you 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 at a later date.
16.6. Which laws apply to this contract and where you may bring legal proceedings. Contracts for the purchase of Products through our Website and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) will be subject to the non-exclusive jurisdiction of the courts of England and Wales.
