https://www.differentdog.com/terms-and-conditions/
General
All prices include VAT.
We have a separate privacy policy, which you can find linked here.
If you're not happy with our terms and conditions at any point, please don't continue to use our website.
We reserve the right to update our terms and conditions from time to time. Continuing to use our website or subscription service after any changes means you're happy with them.
Your details
Before you place your order, please double-check your full name, address, contact details and delivery requirements are correct. We can't be responsible for errors that lead to late deliveries.
We won't pass your details on to other companies, but your contact details will be shared with our third-party courier so they can keep you updated on your delivery.
Deliveries
DPD delivers between approximately 8am and 6pm, though earlier or later deliveries can happen depending on circumstances.
We can't deliver on Sundays or Bank Holidays. On rare occasions, deliveries may be affected by adverse weather or other things outside our control. We'd always recommend keeping a little extra Different Dog food in reserve, just in case.
In the unlikely event that your chosen product isn't available, we reserve the right to cancel your order and offer you an alternative of equal value, or a full refund if you'd prefer.
We deliver to mainland UK (England, Wales and selected parts of Scotland), excluding the Highlands and Islands.
Subscription orders are delivered Tuesday to Friday for a shipping fee of £3.99, and Saturdays for £4.99. It usually takes around four days from ordering to delivery. If you need your order sooner or on a different day, get in touch at feedme@differentdog.com or on 01952 456 850.
If you contact DPD directly to change your delivery date, we can't guarantee the safe delivery of your box and can't be held responsible for any changes made through DPD.
Orders from our online store are usually delivered within one to five working days. If you need delivery on a specific day, please let us know.
We'd recommend placing your next order when you have at least four days of food left, to make sure a delivery can reach you in time. We can't be held responsible for delivery delays or for running out of food before your next delivery arrives.
We can't be held responsible for parcels that are stolen once safely delivered.
We pack and insulate every box carefully to make sure your food arrives frozen and in great condition. However, if your order is under £30 of frozen food, we can't be held responsible for items that arrive defrosted. We recommend ordering over £30 to keep things safely frozen in transit.
If you refuse a delivery, a £10 delivery charge will apply.
Our recipes are delivered frozen and carefully packed to arrive in the best possible condition. As long as the pots are still cold to the touch on arrival, it's safe to put them straight in the freezer. If you're concerned about your order, please get in touch within 24 hours of delivery and we'll look into it. Where food arrives not cold to the touch, we'll investigate and offer a replacement. Please note we can only offer one reshipment for defrosted items, after which no further replacements or refunds will be issued.
Our food
Different Dog does not make prescription diets.
If your dog has a medically diagnosed condition, please check with your own vet or our in-house vet before feeding Different Dog recipes. We can't be held responsible for allergic reactions where the allergen is a listed ingredient, and it's your responsibility to make sure you don't order a recipe containing something your dog is allergic to.
Our algorithm estimates the grams and calories your dog needs each day. Please note this is an estimation and will vary from dog to dog. Always check the calorie content of the recipes you choose, as your dog may need more or less than initially suggested. We'd recommend weighing your dog weekly to make sure they're staying within a healthy range for their age and breed. If you're ever unsure, please speak to a vet.
If you have a working dog, we'd recommend consulting with your vet about their specific nutritional and calorie requirements before feeding Different Dog.
We reserve the right to change our prices with a minimum of four weeks' notice to subscribers.
You're responsible for any changes made on your account.
We can't be held responsible for any adverse reactions your dog may have to our food. We always recommend speaking to a vet before feeding Different Dog if your dog has known sensitivities.
Subscription accounts
When you subscribe, you're signing up to regular orders unless your account is paused or cancelled.
If you cancel your account and an invoice has already been generated, that order will still be processed unless you contact us with at least three days' notice.
We reserve the right to make minor changes to our recipes for operational and business reasons.
We're unable to change the delivery address of an order once it's being processed and packed.
As our food is perishable, it's your responsibility to make sure it's stored correctly once delivered.
If you don't provide all the information we need for your order, we may not be able to deliver your goods.
Only one discount code can be used at a time.
We recommend opening your box at ground level to avoid any strain from lifting it.
Empty Bowl Guarantee
If your dog doesn't love the food (which hardly ever happens), we offer a money-back guarantee on your first box. If for any reason you're not satisfied with your purchase, please let us know within 28 days, quoting your order number and the recipe numbers of the packs. We'll refund your purchase up to a maximum value of £50. This guarantee is available once per address, and you must have tried the food for a minimum of five days before getting in touch. Your statutory rights as a consumer are not affected.
Rewards
The Different Dog Loyalty Programme gives you points for certain activities.
Points expire after one year.
If we ever decide to end the rewards programme, your points and perks will expire with it. We also reserve the right to end anyone's rewards membership if we believe they're violating our Terms and Conditions, reselling products, exploiting the programme, engaging in fraud, abusing privileges or behaving in a way that seeks to manipulate the rewards programme, or for any other reason we deem necessary at our sole discretion. If your account is ended by you or us, or you opt out of the rewards programme, any unused rewards and unredeemed points will be forfeited.
Points have no financial value and can't be exchanged for cash, but they can be used to access discounts.
Crumble Club
You must be an approved Crumble Club member to qualify for benefits.
Crumble Club members will receive a set amount of credit, transferred to their bank or to use against Different Dog food, once they've qualified.
Credits are applied at the end of each month and can't be transferred to anyone else.
Crumble Club credits are only gained once per customer. Credits already applied against a customer's name or address won't be applied a second time.
We reserve the right to refuse Crumble Club credits if codes haven't been applied correctly or if we have reason to believe the accounts aren't valid.
Membership is reviewed every six months. We may review and update the agreed terms at that point, and you'll be notified of any changes in advance. At the end of each six-month period, we reserve the right to cancel membership. Different Dog's decision is final.
Different Dog reserves the right to change the financial terms of the agreement with 30 days' notice at any time.
The agreed terms in your contract are confidential.
Different Dog has the right to cancel membership and payment for any illegal, fraudulent, improper or unfair behaviour.
Discount use
All introductory discounts are exclusive to one use per household.
We reserve the right to remove an introductory discount from your plan if an order has previously been delivered to that household.
Discounts and promotional offers are for a limited time only and are subject to a maximum discount of £80.
If we detect abuse or misuse of a discount, we reserve the right to charge full price on duplicate deliveries and place outstanding deliveries on hold.
Refer a friend discounts will be applied to the referrer once their referred friend has received their first subscription from Different Dog. Only one refer a friend discount will be applied per order.
Discounts can't be used in conjunction with another offer, and can't be redeemed for cash.
Discounts received by post are valid for the named recipient only.
The sample pack offer with discount code 'AADF' is valid for one use per household and for new customers only who don't already have an existing Different Dog account.