Terms & Conditions

NuzzleFox is a UK-based independent business creating handmade wooden products.

NuzzleFox is the trading name used by the business operating from:

NuzzleFox
33 Stonemason Way
Peterborough
PE4 7FL
United Kingdom

Email: hello@nuzzlefox.co.uk

In these terms, “NuzzleFox”, “we”, “us” and “our” refer to the seller. “You” and “your” refer to the customer placing an order.

You can place an order through our website by selecting a product, choosing any available options and completing the checkout process.

Please check all information carefully before submitting your order, particularly:

• Product choices and quantities.
• Names, wording or personalisation details.
• Braille and accessibility options where available.
• Delivery names and addresses.
• Contact and payment information.

After checkout, you should receive an order acknowledgement by email. This confirms that we have received your order but does not necessarily mean that it has been accepted.

A contract is formed when we accept your order and send confirmation, or when we begin producing or dispatching the goods, whichever happens first.

We may contact you if information is missing, unclear or appears to contain an error.

We reserve the right to decline or cancel an order where reasonably necessary, including where:

• A product or material is unavailable.
• Payment has not been authorised or completed.
• There is an obvious pricing or product-description error.
• We cannot safely or reasonably fulfil a requested design.
• Personalisation contains unlawful, abusive or inappropriate material.
• We cannot deliver to the address supplied.
• We suspect fraudulent or unauthorised activity.

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

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

Colours may appear slightly different depending on the lighting used when photographs were taken and the settings of your screen or device.

Dimensions are approximate unless expressly stated otherwise. Small variations may occur because products are individually made and finished.

Any props, decorations or accessories shown in photographs are not included unless the product description specifically states that they form part of the purchase.

NuzzleFox products are handmade using natural materials. Grain, colouring, knots, markings and other natural characteristics will vary between pieces.

Minor variations in colour, grain, engraved appearance, positioning and finish are part of the handmade nature of the product and do not normally mean that the product is faulty.

No two wooden products will be completely identical. These natural differences are part of what makes each NuzzleFox product individual.

Natural variation does not affect your rights where a product is genuinely faulty, damaged, unsafe or materially different from its description.

Some products may be personalised or made to a customer’s chosen specification. This may include names, wording, dates, braille choices, layouts, colours or other individually selected details.

You are responsible for checking that all information submitted is correct. We may reproduce personalisation exactly as it is entered, including spelling, punctuation and capitalisation.

Where a proof is supplied, production may not begin until you approve it. Your approval confirms that the wording and layout shown are accepted.

Product prices are shown in pounds sterling (£). The total payable will be displayed during checkout before you place your order.

Delivery within the United Kingdom is currently offered free of charge unless a product page or checkout notice clearly states otherwise.

Payment must be made using one of the payment methods displayed at checkout. Orders will not normally enter production until payment has been successfully authorised.

We may change prices at any time, but changes will not affect an order that has already been accepted.

If a price has been displayed incorrectly, we may contact you before accepting the order. You may choose to proceed at the correct price or cancel the order for a full refund.

NuzzleFox products are handmade to order. Estimated production or dispatch times will be displayed on the relevant product page or provided during the ordering process.

Production times are separate from delivery times. An estimated dispatch time is the period we expect to need before passing the parcel to the delivery provider.

Estimates are provided in good faith but may occasionally be affected by material availability, equipment problems, unusually high demand, illness or other circumstances outside our reasonable control.

We will contact you if we become aware of a significant delay. Where a delay is substantial, you may have the right to cancel and receive a refund.

We currently deliver to addresses within the United Kingdom only. Further information is available on our Delivery Information page.

You must provide a complete and accurate delivery address. We cannot be responsible for a delay or failed delivery caused by incorrect or incomplete information supplied by you.

Where a parcel is returned because an incorrect address was supplied, an additional delivery charge may be required before it can be sent again.

Ownership of the goods passes to you once full payment has been received. Responsibility for the goods normally passes to you when they are delivered to you or to a person you have identified to receive them.

Please contact us promptly if your parcel has not arrived within the expected timeframe so that we can investigate with the delivery provider.

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

• The parcel or product arrived damaged.
• An item is missing.
• You received the wrong product.
• Personalisation differs from the details you submitted or approved.
• You believe the item has a manufacturing fault.

Please provide your order number, a description of the issue and clear photographs of the product and packaging where possible. Photographs help us assess the issue and raise any necessary claim with the delivery provider.

We offer a voluntary period of up to 8 hours after an order is placed in which you may ask us to cancel it or correct submitted details.

To make a request, email hello@nuzzlefox.co.uk as soon as possible and include your order number.

We will try to help with amendment requests, but we cannot guarantee that a change will be possible once materials have been cut, engraved, printed, painted, assembled or otherwise prepared for your order.

This voluntary 8-hour policy does not reduce any statutory cancellation rights that apply to eligible standard, non-personalised goods.

Standard, non-personalised goods

For eligible standard goods purchased online, you normally have 14 days from the day after delivery to tell us that you wish to cancel the contract, without giving a reason.

After telling us that you wish to cancel, you normally have a further 14 days to send the goods back.

To exercise this right, contact us at hello@nuzzlefox.co.uk with your name, order number and a clear statement that you wish to cancel.

Personalised and custom-made goods

The statutory change-of-mind cancellation right does not normally apply to goods that are made to your specification or clearly personalised.

This includes products made with customer-selected names, messages, dates, bespoke wording, individual layouts or other custom details.

Returning eligible goods

Unless the goods are faulty, damaged or incorrect, you are responsible for arranging and paying the cost of returning them.

You must take reasonable care of the goods while they are in your possession. We may make a lawful deduction from a refund where handling has reduced the value of the product beyond what would reasonably be necessary to inspect it.

We recommend using suitable protective packaging and obtaining proof of postage. You remain responsible for the parcel until it reaches us.

Please review our Returns & Refunds Policy for further practical instructions.

For eligible cancellations, we will issue the refund using the original payment method unless otherwise agreed.

We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever happens first.

Refunds will be processed within the legally required timeframe. Your bank or payment provider may require additional time to display the funds in your account.

Any enhanced or optional delivery charge above the cost of our standard delivery service does not have to be refunded, where applicable.

Products must be used in accordance with the age guidance, safety information and instructions shown on the product page, packaging or supplied documentation.

Products containing small or removable pieces may present a choking hazard and are not suitable for children below the stated age.

Children and vulnerable users should be appropriately supervised by a responsible adult.

Before use, the responsible adult should check that the product is in good condition and that no piece is cracked, splintered, loose, broken or missing.

Stop using the product immediately if it becomes damaged. Follow the guidance on our Product Care Guide.

A product’s tactile, braille, sensory or educational features do not replace professional medical, therapeutic, educational or accessibility advice.

Accessibility features vary between products. Not every NuzzleFox product includes braille, tactile details, finger grooves or other specialist features.

The individual product description will explain which features are included or available as options.

Needs and abilities vary between individuals. The customer, parent, carer, teacher or other responsible adult must decide whether the product is appropriate for the intended user.

Please read our Accessibility Statement or contact us before ordering if you require more information.

Promotions and discount codes may be subject to separate conditions, eligibility requirements and expiry dates.

Unless expressly stated otherwise:

• Only one discount code may be used per order.
• Codes cannot be exchanged for cash.
• Codes cannot normally be applied retrospectively.
• Codes may exclude selected products or collections.
• Discounts apply only during the stated promotional period.

We may withdraw or amend a promotion where reasonably necessary, provided this does not affect an order that has already been accepted.

We aim to keep the NuzzleFox website available and accurate, but we cannot guarantee uninterrupted access.

We may temporarily suspend, update or change parts of the website for maintenance, security, technical or business reasons.

We are not responsible for websites operated by third parties, even where our website contains a link to them.

Unless otherwise stated, the NuzzleFox name, branding, product designs, photographs, illustrations, graphics, written content and website materials belong to NuzzleFox or are used with permission.

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

You must not copy, reproduce, sell, distribute, commercially exploit or create derivative products from our designs or content without prior written permission.

You must have the right to use any names, wording, images, artwork or other material you ask us to reproduce.

You must not submit material that is unlawful, threatening, abusive, discriminatory, defamatory, obscene or that infringes another person’s intellectual-property or privacy rights.

We may decline a request that we reasonably believe could breach these requirements.

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.

We are not responsible for losses that were not foreseeable when the contract was formed.

Products sold through the consumer website are intended for private, domestic use unless otherwise agreed. We are not responsible for business losses such as lost profit, lost revenue, lost opportunity or business interruption.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Nothing in this section limits your statutory consumer rights.

We are not responsible for delay or failure caused by circumstances outside our reasonable control.

These may include severe weather, postal or courier disruption, supply shortages, power or internet failures, equipment breakdowns, industrial action, emergencies or changes in law.

We will take reasonable steps to minimise the effect and will contact you where the issue is likely to cause a significant delay.

We use personal information to process orders, take payment, arrange delivery, provide customer service and operate our business.

Further information about how personal data is collected, used and protected will be provided in our Privacy Policy.

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

The terms in force when your order is accepted will normally apply to that order. The latest update date will be displayed at the bottom of this page.

Each section of these terms operates separately. If a court or relevant authority decides that any section is unlawful or unenforceable, the remaining sections will continue to apply.

These terms and any contract between you and NuzzleFox are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you will also retain any rights to bring proceedings in the courts of the part of the United Kingdom where you live.

Please contact us first if you have a concern. We will try to understand the issue and reach a fair resolution.