LUNA & me Terms & Conditions
These Terms & Conditions govern your use of the LUNA & me website and the purchase of products from LUNA & me LTD. By placing an order with us, you confirm that you have read, understood and agreed to these terms. Please read them carefully before ordering.
LUNA & me LTD is a company registered in England under number 09770541. Our registered office is at Horn Park Quarry Business Park, Beaminster, Dorset, DT8 3PT. DEFRA approved U1438747/PETR.
1. Our Products
1.1 Raw Feeding
Our meals are made to be fed raw, exactly as nature intended. Please do not cook, steam or heat them. Doing so alters the nutritional balance and, where bones are included, can make them unsafe.
All LUNA & me meals are formulated and approved for raw consumption only. Feeding guidelines are available on our website and are printed on our packaging. We strongly recommend reading these before introducing our food to your pet.
1.2 Product Use
Cooking, steaming, heating, grinding or otherwise processing our products constitutes use outside of their intended purpose. LUNA & me LTD accepts no liability for any adverse health reactions, losses or claims arising directly or indirectly from the preparation or serving of our products in a manner inconsistent with our feeding guidelines. This does not affect your statutory rights.
1.3 Product Descriptions
We make all of our products in small batches using pure, natural ingredients. Colour and texture may vary naturally between batches. This is not an indication of any issue with the product.
Where Variety Boxes are purchased, the contents may vary depending on product availability. Variety Box contents are shown as a 100% bundle discount and do not represent individually discounted products.
1.4 Nutritional Completeness
All LUNA & me RAWblends and Essential meals are complete and balanced and contain all nutrients your pet requires to be happy and healthy. Simply thaw and serve. No supplementation is required unless advised by your vet.
2. Ordering
2.1 Placing an Order
By placing an order through our website you are making an offer to purchase products subject to these terms. We will send you an order confirmation by email within 24 hours of your order being placed. This confirmation details the products, prices and delivery information requested.
We reserve the right to refuse or cancel any order at our sole discretion. We may refuse to process a transaction for any reason, or refuse service to anyone at any time.
2.2 Adding Items to Your Order
We will do our best to accommodate changes to your order if the request is made before our order deadline, which is approximately 24 hours from the time of delivery. We cannot guarantee that additions will be delivered with your original order. Add-on items may be subject to additional delivery charges and may incur delivery delays. Please email hello@lunaandme.com to request changes.
2.3 Changing Your Delivery Date
To change a delivery date, please notify us at hello@lunaandme.com providing your name, email address, order number, total order value and your requested delivery date. Changes to delivery dates are not guaranteed unless you have received confirmation from our customer care team.
2.4 Out of Stock Items
We do our best to ensure our shop inventory is accurate. If an item is out of stock, you will only be charged for the products contained in your shipment plus applicable delivery charges. Items may be substituted with alternatives to avoid a delivery delay. We may contact you to seek further instructions. We do not accept backorders.
2.5 Prices
All prices displayed on our website are correct at the time of ordering. We use our best efforts to ensure prices are accurate when your relevant information was entered into the system. Prices for our products may change from time to time. Price changes will not affect any order for which we have already issued a Dispatch Notification. Delivery charges are shown during checkout or provided by our customer experience team for telephone orders.
3. Delivery
3.1 Delivery Areas
We deliver within the UK only. Please note that restrictions apply to some geographic locations:
• Postcodes AB, IV, PH (mainland) and PH (islands): 2-day delivery, shipping Monday to Tuesday only
• Postcode BT: Shipping calculated at checkout
• Postcodes GY, IM, JE, ZE: Unable to deliver
• Ireland: Unable to deliver
• Isle of Wight PO30-PO41: Shipping Monday to Tuesday only
• Postcodes PA and PH (islands): Unable to deliver
3.2 Delivery Timeframes
Orders received Monday to Thursday before 1pm will be packed and dispatched that day for next day delivery. Orders received after 1pm will be processed the following day. Orders received after 1pm on Friday, or on Saturday or Sunday, will be processed on Monday for Tuesday delivery, due to the large volume of orders we ship on Mondays.
Orders following bank holidays may take an additional day due to higher parcel volumes. We aim for next day delivery but cannot guarantee it.
Our packaging is designed to keep products safe for 3 to 4 days in transit. If goods are received partially defrosted, this does not affect the quality or safety of the product. Please place everything into the freezer as soon as possible after delivery.
3.3 Delivery Responsibility
To ensure successful delivery of your pet's food, it is the customer's responsibility to provide clear delivery instructions via the DPD app or tracking link before your parcel is dispatched. DPD no longer accepts instructions from us directly.
To guarantee safe delivery you must:
• Add a designated safe place (e.g. porch, shed, box)
• Upload a photo of the delivery location
• Give a What3Words address where appropriate
DPD drivers are not required to knock or wait at the door and may leave the parcel unattended if no instructions are provided. We strongly advise against changing the delivery day, time or address once the parcel has been shipped, as our food is perishable and must remain frozen.
We are unable to accept responsibility for parcels that are lost, stolen, delayed or spoiled as a result of missing or incomplete delivery instructions provided by the customer.
In the unlikely event that your order fails to arrive on the expected delivery date, please advise us by email at hello@lunaandme.com within 24 hours. We will investigate and respond within a further 24 hours. If we are unable to verify delivery, we will either cancel your order and refund any amounts paid, or arrange redelivery on an alternative date.
We cannot be held liable for consequential loss arising from a product being lost or not arriving on time.
3.4 Incorrect Delivery Information
We cannot be held responsible for non-performance of any aspect of order delivery arising from incorrect information being provided by the customer, or from the customer's decision to leave the items where requested. We will not accept responsibility for loss, damage or spoiling of goods if you instruct the delivery company to leave goods unattended.
3.5 Two-Day Delivery Zone
We will not accept responsibility for food arriving soft in a two-day delivery zone. When placing an order for a two-day delivery zone, replacements cannot be offered for deliveries that arrive within the two-day service window.
3.6 Click and Collect
Please do not collect your order until you have received order confirmation from us and we have pre-arranged a suitable time for your visit.
4. Cancellations
4.1 Website Orders
Website orders can be cancelled at any time up until the point the order is fulfilled. To cancel, simply email or phone us quoting your order reference number. We will refund any monies paid in advance as soon as possible. Due to the fast-paced nature of our distribution, we are unable to cancel your order once it has been fulfilled.
4.2 On Repeat Orders
LUNA & me On Repeat is our subscription service. You have complete control over your On Repeat orders and can edit content, billing information, delivery details, pause and cancel at any time. Cancellation of an On Repeat order once it is in processing is subject to a cancellation fee of £10.00.
We give you three days advance notice of upcoming orders. If you would prefer us to hold your order until a future date, we can do so free of charge. This gives you the time to visit your account and move your next delivery date forward.
If you would like to improve our service, we always appreciate feedback. You are under no obligation to cancel your On Repeat subscription and we will always try to find a solution that works for you. This cancellation policy does not affect your legal rights, for example if goods are faulty or misdescribed.
5. Returns & Refunds
5.1 Frozen Products
Due to the nature of frozen goods, we cannot accept returns of frozen products, as we are unable to safely verify how items have been stored once they have left our facility. If you encounter an issue with your order, please contact our Customer Service team within 24 hours of delivery by emailing hello@lunaandme.com with your order number, postcode and a description of the issue. Please also provide supporting photographs or video where relevant.
Refunds are only issued for items received in their original, unused condition, or where a fault has been verified by our team.
5.2 Product Use
Our meals are made to be fed raw, exactly as nature intended. This is clearly stated in our feeding guidelines and on our packaging. Cooking, steaming or processing our food in any way goes against how it has been designed and nutritionally balanced. LUNA & me LTD cannot accept responsibility for any adverse reactions where our products have been prepared or served outside of these instructions. This does not affect your statutory rights.
5.3 Non-Frozen Products
For non-frozen items, please contact our Customer Service team with your order number before returning anything. Non-frozen products must be returned at your expense, and we ask that you package them carefully to prevent damage during transit, ideally in the original packaging. Refunds are only issued for items received in their original, unused condition.
5.4 Refusal of Delivery
If you refuse delivery, we are unable to offer a refund or replacement. In the unlikely event that the parcel has been mishandled by the courier, you must accept it as normal and take photographs of the packaging and contents to send to us along with a description of the issue. In these circumstances there is a high probability that most or at least some of the order is perfectly safe to use.
5.5 Purchases from Third-Party Retailers
If you purchased our products from a pet shop or other third-party retailer, please contact them directly regarding any returns or refund queries. We are unable to process refunds for products purchased through third parties.
6. On Repeat Subscription
LUNA & me On Repeat is our subscription service, which allows you to set up repeat orders at the frequency you choose. Additional terms apply to this service, which can be found in our On Repeat FAQs. These include information on how to amend or cancel orders, and information on price increases which LUNA & me may implement from time to time.
It is important that you keep your On Repeat account information up to date at all times to ensure safe and timely delivery of your pet's food. We will try to assist you in managing your account but are unable to make changes on your behalf.
7. Trade & Wholesale Customers
If you purchase LUNA & me products for resale through a pet shop or other retail environment, the following additional terms apply.
Trade customers are responsible for the correct storage, handling and onward advice given to their own customers regarding the use of our products. LUNA & me LTD accepts no liability for adverse reactions or complaints arising from products that have been incorrectly stored, handled or described by a trade customer or their staff.
Trade customers must ensure that our feeding guidelines and product use instructions are made available to end consumers at the point of sale. LUNA & me LTD cannot accept returns or refunds for products purchased through trade accounts where the issue arises from handling, storage or advice given after the point of sale to the trade customer.
8. Reporting Issues
We value our customers' satisfaction above everything else. To ensure every order meets your expectations, we ask that any issues are reported with imagery promptly upon delivery. This allows us to investigate and address concerns swiftly, ensuring a seamless experience.
While we make every effort to accommodate concerns, we regrettably cannot offer refunds or replacements beyond a 24-hour window from the time of delivery. It is imperative to notify us within this timeframe to enable us to resolve any issues promptly. We are unable to address concerns raised after this period.
Your feedback is invaluable to us and we appreciate your cooperation in helping us maintain the highest standards of quality and service.
9. Zero Tolerance Policy
We are always happy to hear from our customers and our team works hard to make every experience a positive one. It is important to us that all members of our team are treated with courtesy and respect at all times.
We take seriously any abusive behaviour directed at any member of our team. If a customer is abusive, they will be asked to stop. If they persist, we reserve the right to take action including the removal of that customer from our list of customers and the closure of their account. We may exercise this right at our sole discretion.
10. Delays
In the unlikely circumstance that our courier has delay orders due to different reasons such as vans breaking down, we will notify you by email if your order is being delayed. You can track your order via the DPD app and we aim to get your order to you by the following day. Your food will be absolutely fine for 3 to 4 days in our packaging. If there is anything wrong with your order when it arrives, please notify us as soon as possible. By providing your mobile number, our courier service can update you via SMS.
11. Payment
Payment can be made by any of the methods specified in the payment section of our website. Payment will be debited and cleared from your account as set out in the payment section of our website. You confirm that the credit, debit or store card being used is yours.
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, we will not be liable for any delay or non-delivery.
12. Intellectual Property
LUNA & me is the trademark of LUNA & me LTD. Our recipes and product names are the intellectual property of LUNA & me LTD and may not be reproduced without prior written permission.
All illustrations, images and copy are the intellectual property of LUNA & me LTD and may not be reproduced. Unless otherwise specified, all materials on this site, including text, copy, site design, logos, graphics, icons, illustrations and images, as well as the selection, assembly and arrangement of these, are the sole property of LUNA & me LTD. Copyright 2014, all rights reserved.
You may use the content of this site only for the purpose of shopping on this site or placing an order. No materials from this site may be copied, reproduced, modified, reproduced, uploaded, posted, transmitted or distributed in any form without prior written permission. Any unauthorised use of materials appearing on this site may violate copyright, trademark and other applicable laws.
13. Use of Media
By sending images and videos via email, through web forms, or via social media platforms, you grant LUNA & me the irrevocable right and copyright permission to use your text, reviews, images and videos for marketing purposes. This includes but is not limited to displaying, reproducing, distributing and creating derivative works based on the submitted content. You acknowledge and agree that LUNA & me may use such materials without any obligation to provide compensation or attribution to you. You further warrant that you have all necessary rights and permissions to grant LUNA & me the aforementioned rights, and that the submission of such materials does not violate any third party rights.
14. External Links
Our website may contain links to other websites. Linking to such websites is at your own risk. LUNA & me LTD has not reviewed all content on linked websites and is not responsible for the content of any such linked website. Links on this website should not be construed as an endorsement by LUNA & me LTD of any such linked website.
15. Indemnity
You agree fully to indemnify and hold LUNA & me LTD and our officers, directors, employees, agents and suppliers harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these Terms by you or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your shopping account or your personal information.
16. No Warranties
This website is provided on an as-is basis. LUNA & me LTD makes no representations or warranties of any kind related to this website or the material contained on it. Nothing on this website shall be interpreted as advising you. LUNA & me LTD will not be held liable for the non-performance of any aspect of order delivery arising as a result of circumstances beyond our control.
17. Changes to These Terms
We reserve the right to make changes to these terms and conditions at any time. Any changes will be posted on this page and will take effect immediately upon posting. Your continued use of our website and services following any changes constitutes your acceptance of the updated terms.
18. General Data Protection Regulation
As part of the General Data Protection Regulation (GDPR), as of May 2018 we have updated our privacy policy. Acceptance of these Terms & Conditions includes acceptance of our updated privacy policy. Please refer to our Privacy Policy page for full details of how we collect, store and use your personal data.
19. Governing Law
These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
