Terms of service

Last updated: 17/10/2025

OVERVIEW

This website is operated by Bear and Koala Ltd (trading as Koala Pets). Throughout the site, the terms “we”, “us”, and “our” refer to Bear and Koala Ltd T/A Koala Pets.

Bear and Koala Ltd T/A Koala Pets offers this website, including all information, tools, and services available from this site to you, the user, conditional upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by these Terms of Service (“Terms”), including any additional terms and policies referenced or linked herein. These Terms apply to all users of the site, including without limitation browsers, vendors, customers, merchants, and content contributors.

Please read these Terms of Service carefully before accessing or using our website. By using any part of the site, you agree to these Terms. If you do not agree to all the terms and conditions, you may not access the website or use any services.

Any new features or tools added to the current store are also subject to these Terms. You can review the most current version at any time on this page. We reserve the right to update or change any part of these Terms by posting updates here. Your continued use of the website after any changes constitutes acceptance of those changes.

Our store is hosted by Shopify Inc., which provides the e-commerce platform that allows us to sell our products and services to you.

SECTION 1 – ONLINE STORE TERMS

By agreeing to these Terms, you confirm that you are at least the age of majority in your country of residence, or you have consent from a parent or guardian.
You may not use our products for any illegal or unauthorised purpose, nor may you violate any laws in your jurisdiction (including copyright laws).
You must not transmit worms, viruses, or malicious code.
A breach of these Terms will result in the immediate termination of your Service.

SECTION 2 – GENERAL CONDITIONS

We reserve the right to refuse service to anyone at any time.
You understand that your content (excluding payment information) may be transferred unencrypted across networks. Payment information is always encrypted during transfer.
You agree not to reproduce, duplicate, copy, sell, resell, or exploit any part of the Service without our express written permission.
Headings are included for convenience only and do not limit or affect these Terms.

SECTION 3 – ACCURACY, COMPLETENESS & TIMELINESS OF INFORMATION

We are not responsible if information on this site is inaccurate, incomplete, or outdated. Material is provided for general information only and should not be relied upon solely for decision-making. Any reliance is at your own risk.
We reserve the right to modify content at any time, but are not obligated to update information.

SECTION 4 – MODIFICATIONS TO THE SERVICE & PRICES

Prices are subject to change without notice.
We reserve the right to modify or discontinue the Service (or any part of it) at any time without notice.
We are not liable for any modification, price change, suspension, or discontinuation of the Service.

SECTION 5 – PRODUCTS OR SERVICES

Some products or services may be available exclusively online. These may have limited quantities and are subject to our Refund Policy
We make every effort to display products accurately but cannot guarantee your monitor’s display of colour is precise.
We reserve the right to limit sales to any person, region, or jurisdiction on a case-by-case basis, and to discontinue any product at any time.
We do not guarantee that any products or services will meet your expectations or that any errors will be corrected.

SECTION 6 – ACCURACY OF BILLING & ACCOUNT INFORMATION

We reserve the right to refuse or cancel any order at our discretion. This includes limiting quantities per person, household, or order.
If we make a change to or cancel an order, we will notify you using the contact details provided at checkout.
You agree to provide accurate and up-to-date purchase and account information, including email address and payment details, to ensure successful order processing.

Please refer to our Refund Policy for full details.

SECTION 7 – OPTIONAL TOOLS

We may provide access to third-party tools “as is” and “as available” without warranties or conditions. We are not liable for your use of such tools.
Any use of optional third-party tools is at your own risk and subject to the third-party’s own terms and conditions.

SECTION 8 – THIRD-PARTY LINKS

Certain content or products on our site may include materials from third parties.
We are not responsible for examining or evaluating third-party content and are not liable for any harm or damages arising from third-party sites or transactions.
Please review the third-party’s policies before engaging in any transaction.

SECTION 9 – USER COMMENTS, FEEDBACK & SUBMISSIONS

By submitting comments, feedback, or other materials (collectively “comments”), you grant us the right to use, edit, and distribute them without restriction.
We have no obligation to maintain comments in confidence, compensate for them, or respond.
You agree your comments will not infringe on any rights, contain unlawful material, or misrepresent identity.

SECTION 10 – PERSONAL INFORMATION

Your submission of personal data through the store is governed by our Privacy Policy

SECTION 11 – ERRORS, INACCURACIES & OMISSIONS

Occasionally, information on our site may contain typographical errors or inaccuracies relating to product details or pricing.
We reserve the right to correct these at any time without prior notice, including after an order is submitted.

SECTION 12 – PROHIBITED USES

You are prohibited from using the site or its content:
(a) for unlawful purposes;
(b) to violate any regulations or laws;
(c) to infringe upon intellectual property rights;
(d) to harass, abuse, defame, or discriminate;
(e) to upload malicious code;
(f) to collect others’ personal information;
(g) for spam or data scraping;
(h) to interfere with security features.

We may terminate your access for any prohibited use.

SECTION 13 – DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee uninterrupted, secure, or error-free service.
All products and services are provided “as is” and “as available” without warranties of any kind.
In no event shall Koala Pets or its affiliates be liable for any direct, indirect, incidental, punitive, or consequential damages, including but not limited to lost profits or data.

SECTION 14 – INDEMNIFICATION

You agree to indemnify and hold harmless Koala Pets, its affiliates, directors, and employees from any claim arising from your breach of these Terms or violation of any law or third-party rights.

SECTION 15 – SEVERABILITY

If any provision is deemed unlawful or unenforceable, the remaining provisions remain valid and enforceable.

SECTION 16 – TERMINATION

These Terms remain effective until terminated by either party. You may terminate at any time by ceasing to use our site.
We may terminate access immediately if you breach these Terms.

SECTION 17 – ENTIRE AGREEMENT

These Terms, together with any policies posted on this site, constitute the entire agreement between you and us, superseding any prior agreements.

SECTION 18 – GOVERNING LAW

These Terms shall be governed by and construed in accordance with the laws of the United Kingdom.

SECTION 19 – CHANGES TO TERMS

You can review the latest version of these Terms at any time on this page.
We may update or replace any part of these Terms by posting changes here. Continued use of the site means you accept those changes.

SECTION 20 – MERCHANT OF RECORD & CUSTOMER RESPONSIBILITY

Bear and Koala Ltd T/A Koala Pets is the merchant of record for all purchases made on this website.

This means that:
- We are responsible for the sale of all products listed on this website
- We handle all customer service enquiries directly
- We are responsible for order processing, fulfilment coordination, and delivery
- We are responsible for all returns, refunds, and after-sales support in accordance with UK consumer law

While we may use third-party logistics providers or delivery partners to assist with fulfilment, Bear and Koala Ltd T/A Koala Pets remains fully responsible for the customer experience, including returns and refunds.

Customers should contact us directly using the contact details provided on this website for any questions, concerns, or support related to their order.

SECTION 21 – CONTACT INFORMATION

Questions about these Terms should be directed to:

Bear and Koala Ltd T/A Koala Pets

Trading Address (Customer & Operations):
Unit 1, Newport Business Park
Newport, Pembrokeshire
SA42 0LT
United Kingdom
Phone: 01239 562341

Registered Office:
Bear and Koala Ltd
Unit 2 Plasyffynnon, Velindre
Crymych, Pembrokeshire
SA41 3XB
United Kingdom

Email : cs@koalapets.co.uk
Phone: 01239 562341
Company Registration: 14243047