Terms & Conditions
Customer Care
Our Commitment
At MerryMuzzle, we are dedicated to providing exceptional customer service. Our small, UK-based team is passionate about pets and committed to ensuring you have a smooth and pleasant shopping experience from start to finish.
Contacting Us
You can reach our support team through the following channels:
· Contact Form: Available on our website, typically answered within 24 business hours.
· Live Chat: Accessible on our website during operating hours for immediate assistance.
Our team is available Monday to Friday, 9:00am to 5:00pm (GMT) , excluding UK bank holidays. Messages received outside these hours or on weekends will be addressed on the next business day.
How We Can Help
Our customer service team is here to assist you with:
· Questions about our products, materials, and sizing before you buy
· Help with placing or modifying an order
· Order status and tracking information
· Returns, exchanges, and refund requests
· Reporting damaged, faulty, or incorrect items
· Any other concerns you may have
What We Ask From You
To help us serve you quickly and efficiently, please include the following whenever you contact us:
· Your full name
· Your order number (if applicable)
· A clear description of your question or concern
· Photographs (if reporting a damaged or faulty item)
Providing this information upfront allows us to resolve your issue faster — often in a single reply.
Our Response Time
We strive to respond to all inquiries within 24 business hours. During peak shopping seasons or promotional periods, response times may be slightly longer. We appreciate your patience and will always get back to you as soon as possible.
Feedback and Complaints
We welcome your feedback. It helps us improve and grow. If you are unhappy with any aspect of our service, please let us know through our contact form. We take complaints seriously and will investigate thoroughly, aiming to provide a fair resolution within 5 business days.
Respectful Communication
We are committed to treating all customers with courtesy and respect. We ask that you extend the same respect to our team. We reserve the right to discontinue communication with individuals who use abusive, threatening, or offensive language.19:40
Message
Privacy & Safety
Introduction
At MerryMuzzle, your privacy and the security of your personal data are extremely important to us. This policy explains what information we collect, how we use it, and what we do to keep it safe. It applies to all visitors to our website and all customers who make a purchase.
By using our website and services, you agree to the terms described below. If you have any questions after reading this, please contact us through the form on our website.
---
What Information We Collect
We only collect information that is necessary to process your order and provide you with a great shopping experience. This may include:
· Personal identification data: Your full name, email address, billing address, and delivery address.
· Order information: Products purchased, payment amount, and date of transaction.
· Communication records: Messages you send us through our contact form, live chat, or any other channel.
· Technical data: IP address, browser type, device information, and how you interact with our website (via cookies and similar technologies).
We never collect or store full payment card details. All payments are processed securely by trusted third-party payment gateways.
---
How We Use Your Information
Your data is used solely for the following purposes:
· To process and deliver your order.
· To communicate with you about your order status, delivery, or any issues.
· To respond to your enquiries, return requests, or complaints.
· To improve our website, services, and product offering.
· To comply with legal obligations, such as tax and accounting requirements.
We do not sell, rent, or trade your personal information to third parties for marketing purposes.
---
Our Legal Basis (UK GDPR)
Under the UK General Data Protection Regulation (UK GDPR), we process your personal data on the following lawful bases:
· Contractual necessity: To fulfil your order and provide our services to you.
· Legal obligation: To retain transaction records for tax and regulatory compliance.
· Legitimate interest: To improve our website and respond to your customer service requests.
· Consent: Where you have explicitly agreed, for example, to receive marketing emails.
You may withdraw your consent at any time by contacting us.
---
Cookies and Tracking Technologies
Our website uses cookies to function correctly and to improve your browsing experience. Cookies are small text files stored on your device that help us remember your preferences and understand site usage.
We use:
· Essential cookies: Required for the website to work, including shopping cart and checkout functions.
· Analytics cookies: To understand how visitors find and use our site, helping us make improvements. These are anonymised and do not identify you personally.
You can control or disable cookies through your browser settings. Please note that blocking essential cookies may affect your ability to place an order.
---
How We Protect Your Data (Security)
We take the security of your personal information seriously. Our website employs the following measures:
· SSL Encryption: All data transmitted between your browser and our website is encrypted using Secure Socket Layer (SSL) technology. You will see a padlock icon in your address bar.
· Secure payment processing: We use reputable, PCI-DSS compliant payment gateways. Your card details are never stored on our servers.
· Access controls: Only authorised team members have access to order data, and only when necessary to fulfil our service to you.
· Regular monitoring: We keep our systems and software up to date to protect against vulnerabilities and security threats.
While no online platform is 100% immune to risk, we follow industry best practices to ensure your information is protected.
---
Data Retention
We retain your personal data only for as long as necessary to:
· Complete your order and handle any after-sales issues.
· Comply with legal, tax, and accounting obligations (typically 6 years for transaction records).
· Respond to any ongoing enquiries or complaints.19:46
Once the retention period has expired, your data is securely deleted or anonymised.
---
Your Rights
Under the UK GDPR, you have the following rights regarding your personal data:
· Right of access: Request a copy of the information we hold about you.
· Right of rectification: Correct any inaccurate or incomplete data.
· Right of erasure: Request deletion of your data where there is no compelling reason for us to keep it.
· Right to restrict processing: Limit how we use your data in certain circumstances.
· Right to object: Object to processing based on legitimate interests.
To exercise any of these rights, please contact us through our website. We will respond within one calendar month as required by law.
---
Third-Party Services
We work with a small number of trusted partners to operate our business, including payment processors, courier companies, and website hosting services. These partners only receive the information strictly necessary to perform their function and are contractually bound to keep your data secure and confidential.
We do not share your data for any other purpose.
---
Policy Updates
We may update this Privacy & Security Policy from time to time to reflect changes in our practices or legal requirements. The latest version will always be published on our website. If changes are significant, we will notify you prominently.
---
How to Contact Us
If you have any questions about this policy, wish to exercise your data rights, or have a security concern, please reach out using the contact form on our website. Our team is here to help.19:46
Message
Payment Methods
- Credit / Debit Cards