Terms & Conditions

1. About HighV™

This website is operated by HighV™ Ltd, trading as HighV™.

HighV™ Ltd is a private limited company registered in Northern Ireland under company number NI667475.

Our registered office is: 108A Bann Road, Rasharkin, County Antrim, Northern Ireland, BT44 8SZ .

In these Terms, references to “HighV”, “we”, “us” and “our” mean HighV Ltd. References to “you” and “your” mean the person using our website or purchasing from us.

2. These Terms

These Terms apply to your use of our website and to purchases made through it. By placing an order, you confirm that you have read and accepted these Terms.

Nothing in these Terms affects the legal rights available to you as a consumer.

You must be at least 18 years old and legally capable of entering into a contract to place an order through our website.

3. Using Our Website

You agree that you will not:

• use our website for any unlawful or fraudulent purpose;
• provide false, inaccurate or misleading information;
• interfere with the security or normal operation of our website;
• attempt to gain unauthorised access to our website or systems;
• introduce viruses, malicious code or other harmful material; or
• copy or commercially exploit our website content without permission.

We may restrict or suspend access to our website where reasonably necessary for security, maintenance or suspected misuse.

4. Product Information

We take reasonable care to ensure that product descriptions, photographs, ingredient information, feeding directions and prices are accurate.

However, please be aware that:

• product photographs are provided for illustration;
• colours may appear differently depending on your device;
• packaging or label designs may occasionally be updated;
• natural ingredients may vary slightly in colour or appearance; and
• minor differences may occur between production batches.

Any replacement packaging will not materially change the nature or intended use of the product.

Please read all product information, ingredients, warnings and feeding directions before giving a product to your pet.

5. Pet Supplement Information

HighV products are complementary pet supplements intended to support the normal health and wellbeing of pets when used as directed.

Product descriptions and other information provided on our website are for general informational purposes and are not a substitute for professional veterinary advice.

You should seek advice from a veterinary professional before introducing a new supplement, particularly where your pet:

• has an existing illness or medical condition;
• is taking medication or other supplements;
• is pregnant or nursing;
• is due to undergo surgery;
• has known allergies or sensitivities; or
• is experiencing unexplained or persistent symptoms.

Always follow the feeding directions shown on the product packaging or product page. Do not exceed the recommended amount unless advised by a veterinary professional.

If your pet experiences an unexpected or adverse reaction, stop using the product and seek veterinary advice.

Products must be stored in accordance with the instructions on the packaging and kept securely out of reach of children and animals.

6. Placing an Order

When you submit an order, you are offering to purchase the products in your basket.

After receiving your order, we will send an acknowledgement 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 that it has been accepted or dispatched.

Please check your order details carefully before completing checkout. You are responsible for providing accurate contact, billing and delivery information.

7. Our Right to Refuse or Cancel an Order

We may refuse or cancel an order where:

• a product is unavailable;
• we cannot authorise or verify payment;
• the delivery details are incomplete or incorrect;
• an obvious pricing or product-description error has occurred;
• we suspect fraud, misuse or unauthorised activity;
• purchase quantities appear unreasonable or intended for unauthorised resale;
• delivery cannot reasonably be completed to the address provided; or
• we are legally prevented from completing the order.

If payment has already been taken for an order that we cancel, we will issue a refund using the original payment method.

8. Prices and Payment

Prices are displayed in Pounds Sterling and will include applicable taxes where required.

Delivery charges, where applicable, will be clearly displayed before you complete checkout.

We may change our prices at any time, but changes will not affect an order that we have already accepted.

Payment must be authorised before an order can be dispatched. Available payment methods are shown during checkout.

Payments are processed by secure third-party payment providers. We do not store your complete payment card details.

Pricing errors

Although we take care when displaying prices, an obvious pricing mistake may occasionally occur. We are not required to supply a product at a price that is clearly incorrect and could reasonably have been recognised as an error.

If this happens, we will contact you and give you the choice of proceeding at the correct price or cancelling the order for a full refund.

9. Discount Codes and Promotions

Promotional offers and discount codes are subject to any additional conditions displayed with the relevant promotion.

• Only one discount code may normally be used per order.
• Discounts cannot usually be applied retrospectively.
• Codes may have an expiry date or minimum purchase requirement.
• Codes may be restricted to selected products or customers.
• Discounts cannot be exchanged for cash.

We may amend, suspend or withdraw a promotion where reasonably necessary, but this will not affect orders already accepted.

We may reject a discount code that has expired, been used contrary to its conditions or appears to have been obtained or distributed improperly.

10. Product Availability

All orders are subject to product availability. Adding an item to your basket does not reserve it.

If a product becomes unavailable after you place an order, we will contact you and offer an appropriate option, which may include:

• waiting for the product to return to stock;
• selecting a suitable alternative with your agreement; or
• receiving a refund for the unavailable product.

We will not substitute a product without your agreement.

11. Delivery

We deliver to the destinations shown as available during checkout.

Estimated delivery times are provided as guidance and are not guaranteed delivery dates unless expressly stated otherwise.

We will take reasonable steps to deliver your order within the estimated period. Delays can occasionally occur because of courier disruption, severe weather, industrial action, seasonal demand or circumstances outside our reasonable control.

Unless a different period has been agreed with you, goods will be delivered without undue delay and no later than 30 days after the contract is entered into.

You are responsible for providing a complete and accurate delivery address. We are not responsible for delays or losses caused by incorrect delivery information supplied by you.

Responsibility for the products passes to you when they are delivered to you or to a person identified by you to receive them.

Missed or unsuccessful delivery

Where delivery is unsuccessful, you may need to follow the courier’s instructions to rearrange delivery or collect the parcel.

Additional delivery costs resulting from an incorrect address, refusal of delivery or failure to collect a parcel may be deducted from any refund where legally permitted.

12. Damaged, Missing or Incorrect Deliveries

Please inspect your order after delivery and contact us promptly if an item is damaged, missing or incorrect.

We may ask you to provide photographs of the parcel, packaging, delivery label and affected products so that we can investigate and resolve the matter.

Nothing in this section limits your statutory rights where goods are faulty, damaged, not as described or otherwise fail to meet legal requirements.

13. Your Right to Cancel

For most products purchased online, consumers have the legal right to cancel an order without giving a reason.

The cancellation period generally begins when the contract is formed and ends 14 days after the day on which you, or a person nominated by you, receives the goods.

For an order containing several products delivered separately, the period generally ends 14 days after the day the final product is received.

To cancel, you must clearly tell us that you wish to cancel before the cancellation period expires. You can do this through the Contact Us page.

After notifying us, you must return the products within 14 days unless we agree otherwise.

14. Returns

Returned products must be handled with reasonable care and securely packaged.

Unless the product is faulty, damaged, incorrect or not as described, you will normally be responsible for the direct cost of returning it.

You may inspect a product in the same way that you reasonably could in a physical shop. We may reduce a refund where handling beyond what is reasonably necessary has reduced the product’s value.

Opened or unsealed products

Certain sealed products may not be eligible for change-of-mind returns after they have been unsealed where they are not suitable for return for health-protection or hygiene reasons and the relevant legal exception applies.

This restriction does not affect your rights where a product is faulty, damaged, unsafe or not as described.

Please see our Returns Policy for practical return instructions.

15. Refunds

Where you validly cancel your full order, we will refund the price paid and the cost of our least expensive standard delivery option.

Extra amounts paid for an enhanced or faster delivery service are not required to be refunded beyond the standard delivery cost.

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

Refunds will normally be issued within 14 days of receiving the returned goods or acceptable evidence of return.

Refunds will be made using the original payment method unless otherwise agreed. Your bank or payment provider may require additional time to show the funds in your account.

16. Faulty or Misdescribed Products

Products must be of satisfactory quality, fit for their intended purpose and match their description.

Where a product is faulty, damaged or not as described, you may have legal rights to a refund, repair or replacement depending on the circumstances and when the issue is reported.

Nothing in these Terms excludes or limits your statutory consumer rights.

17. Reviews and Customer Content

Where our website allows you to submit a product review, photograph, comment or other content, it must reflect a genuine experience and must not:

• contain unlawful, threatening, abusive or offensive material;
• contain knowingly false or misleading claims;
• infringe another person’s intellectual-property or privacy rights;
• contain spam, advertising or unrelated promotional material;
• include personal information about another person without permission; or
• make inappropriate medical or veterinary claims.

We may moderate or remove content that breaches these standards. We will not remove a genuine review merely because it is critical or expresses a negative opinion.

By submitting content, you give us permission to display and reproduce it for operating and promoting HighV, while ownership of your original content remains with you.

18. Intellectual Property

The content of this website, including its branding, logos, text, photographs, product descriptions, graphics, designs and layout, belongs to HighV Ltd or is used with permission.

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

You must not copy, reproduce, republish, distribute, alter or commercially exploit our content without prior written permission, except where permitted by law.

19. External Links

Our website may include links to third-party websites or services. These links are provided for convenience and do not necessarily represent our endorsement of the third party.

We do not control third-party websites and are not responsible for their availability, content, security, products or privacy practices.

20. Our Responsibility to You

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• defective products where liability cannot legally be excluded; or
• a breach of your statutory consumer rights.

We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for loss or damage that was not reasonably foreseeable when the contract was formed.

We supply products for private, domestic use. If you use products for a business or commercial purpose, we will not be responsible for business losses such as loss of profit, revenue, business, opportunity or anticipated savings, except where the law does not allow that liability to be excluded.

21. Events Outside Our Control

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

These may include severe weather, fire, flood, epidemic, transport disruption, industrial action, failure of communications or payment networks, governmental action or courier interruption.

Where such an event occurs, we will take reasonable steps to minimise its effect and keep affected customers informed where practical.

22. Privacy and Cookies

We process personal information in accordance with our Privacy Policy.

Information about cookies and similar technologies can be found in our cookie information or privacy settings displayed on the website.

23. Changes to These Terms

We may update these Terms to reflect changes to our business, website, products or applicable legal requirements.

The Terms applying to an order will normally be those published when the order was placed. The latest version will be displayed on this page with its revision date.

24. If Part of These Terms Is Invalid

Each section of these Terms operates separately. If a court or relevant authority decides that any provision is unlawful or unenforceable, the remaining provisions will continue in effect.

25. No Waiver

If we delay enforcing any part of these Terms, that does not mean that we have waived our right to enforce it later.

26. Third-Party Rights

These Terms are between you and HighV Ltd. No other person has a right to enforce them, except where applicable law provides otherwise.

27. Governing Law and Disputes

These Terms and any contract between you and HighV Ltd are governed by the laws of Northern Ireland.

If you live elsewhere in the United Kingdom, you will continue to benefit from any mandatory consumer protections that apply where you live.

Nothing in these Terms prevents a consumer from bringing proceedings in any court in which they are legally entitled to do so.

We encourage you to contact us first so that we can attempt to resolve any complaint or dispute directly.