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FurFix

Legal

Terms & conditions

Last updated 25 August 2026.

Welcome to FurFix®.

These Terms and Conditions explain how you can use our website and buy products from us. Please read them carefully before placing an order.

By using our website or placing an order with FurFix, you agree to these Terms and Conditions.

1. About FurFix

This website is operated by Enkay Academy Ltd trading as FurFix®.

Website
www.getfurfix.com
Email
hello@getfurfix.com
Company number
15748245
Registered office
To be confirmed.
VAT number
468 7268 37

Throughout these Terms and Conditions, “FurFix”, “we”, “us” and “our” refer to FurFix. “You” and “your” refer to the customer or website user.

2. Our products

FurFix provides dog coat-care products, grooming tools, accessories, kits and related guidance to help dog owners care for their dog’s coat at home.

Our products and guidance are designed for general coat care, grooming support and everyday coat maintenance.

FurFix products are not veterinary medicines and are not intended to diagnose, treat, cure or prevent any medical condition.

If you have concerns about your dog’s coat, skin, comfort or general health, please seek appropriate professional advice from a veterinary surgeon, professional groomer or other suitably qualified professional.

3. Coat Code®

Coat Code® is FurFix’s online coat-care analysis.

It asks questions about your dog’s coat, age, lifestyle and coat-care needs, then provides product recommendations and routine guidance based on the answers you provide.

Coat Code® is designed to provide personalised guidance for maintaining your dog’s coat at home and between professional grooming appointments.

Coat Code® is not a veterinary diagnostic service, a professional grooming appointment or a substitute for advice from a veterinary surgeon, professional groomer or other qualified professional.

Coat Code® does not diagnose, treat or claim to resolve medical conditions.

Coat Code® recommendations are based on the information you provide. Dogs are individuals, and their coat, skin, health and grooming requirements can change over time.

If you are concerned about your dog’s coat, skin, comfort, behaviour or general health, please seek appropriate professional advice.

4. Product information and instructions

We do our best to ensure that all product descriptions, prices, images, ingredients, directions, age guidance, warnings and availability information are accurate and up to date.

However, slight variations may occur, including packaging changes, colour differences on screens, or minor updates to product details.

Always read the full product description, ingredients, directions, age guidance and warnings before using any FurFix product or grooming tool.

Please follow the individual product instructions rather than relying solely on the Coat Code® routine.

5. Suitability and safety

Please use all FurFix products and grooming tools only as directed.

Before using any grooming product or tool on your dog, check that it is suitable for their age, coat, skin and needs.

Do not use grooming products or tools on open wounds, broken skin, sore skin or significantly inflamed skin unless your veterinary surgeon has advised that it is appropriate.

Avoid contact with eyes, ears and mouth.

Keep all products out of reach of children and pets.

Stop using any product, brush, tool or grooming technique immediately if your dog shows pain, irritation, distress or any other discomfort.

If irritation, discomfort or concern continues, please seek advice from a veterinary surgeon or professional groomer where appropriate.

6. Using our website

You agree to use our website only for lawful purposes.

You must not:

  • Misuse the website
  • Attempt to interfere with the website’s security or operation
  • Copy or reproduce our content without permission
  • Use our website in a way that may damage FurFix or affect other users
  • Submit false, misleading or harmful information

We may update, suspend or remove parts of the website at any time.

7. Orders

When you place an order on our website, you are making an offer to buy the products in your basket.

Your order is not accepted until we have confirmed it by email.

We may refuse or cancel an order if:

  • The product is unavailable
  • There is an error in the price or product information
  • We suspect fraud or misuse
  • Payment is not authorised
  • Delivery is not available to your address
  • There is another reasonable reason we cannot fulfil the order

If we cancel your order after payment has been taken, we will refund you for the cancelled item.

8. Prices and payment

All prices are shown in pounds sterling.

Prices may include VAT where applicable.

Delivery charges, if any, will be shown before you complete your order. Full options and timings are on the shipping page.

We accept the payment methods shown at checkout.

Payment must be authorised before your order is processed.

We may change prices at any time, but this will not affect orders that have already been accepted.

9. Discount codes and promotions

From time to time, we may offer discount codes, promotions, giveaways or special offers.

Discount codes:

  • Must be used before they expire
  • Cannot usually be used with other offers unless stated
  • Cannot be exchanged for cash
  • May be limited to certain products or customers
  • May be withdrawn or amended at any time

If a promotion has specific terms, those terms will apply as well as these Terms and Conditions.

10. Giving back

From time to time, FurFix may support animal welfare charities or run giving-back campaigns.

Where we state that a percentage of sales or orders will be donated to charity, the details will be explained on the relevant website page, product page, campaign page or promotional material.

Any charitable donation linked to your order is made by FurFix and is not a separate payment made by you to the charity.

If an order is cancelled, refunded or returned, the donation amount connected to that order may no longer apply.

11. Delivery

We currently deliver to the locations shown at checkout.

Delivery options, costs and estimated delivery times will be displayed before you place your order.

We aim to dispatch orders as quickly as possible, but delivery times are estimates and may be affected by busy periods, postal delays or circumstances outside our control.

Please make sure your delivery address is correct before placing your order.

We are not responsible for delays or failed deliveries caused by incorrect or incomplete delivery information provided by you.

12. Risk and ownership

The products become your responsibility once they have been delivered to the delivery address you provided.

Ownership of the products passes to you once we have received full payment.

13. Returns and cancellations

We hope you and your dog love your FurFix order. If something is not quite right, please contact us.

You can request a return within 14 days of receiving your order.

To be eligible for a return, items must be:

  • Unused
  • Unopened
  • In their original packaging
  • In a resalable condition
  • Returned with proof of purchase

For hygiene and safety reasons, we are unable to accept returns on products that have been opened, used or had their seal broken, including shampoos, sprays, wipes, balms and grooming products, unless the item is faulty, damaged or incorrect.

This does not affect your statutory rights. The full policy is on the returns page.

14. How to request a return

To request a return, please email hello@getfurfix.com.

Please include:

  • Your name
  • Your order number
  • The item you would like to return
  • The reason for the return

Please do not send items back without contacting us first, as this may delay your refund.

15. Return postage

For change-of-mind returns, the customer is responsible for return postage.

Returns must be sent using a tracked postal service.

We are unable to take responsibility for items that are lost or damaged on their way back to us.

Please keep your proof of postage and tracking receipt until your return has been received and your refund has been processed.

If your item is faulty, damaged or incorrect, please contact us before returning it so we can advise you on the next steps.

16. Refunds

Once your return has been received and inspected, we will let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method within 14 days of us receiving the returned item, or evidence that the item has been sent back to us.

Please note that, depending on your bank or payment provider, it may take a further 5–10 working days for the refund to appear in your account.

Where applicable, we will refund the standard delivery cost for your original order. If you selected a premium or upgraded delivery service, only the standard delivery amount will be refunded.

17. Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of receiving your order at hello@getfurfix.com.

Please include:

  • Your order number
  • A short description of the issue
  • Clear photos of the item and packaging

We will review the issue and arrange the most appropriate next step, which may include a replacement, refund or other suitable resolution.

This does not affect your statutory rights.

18. Product reviews and customer content

If you leave a review, tag FurFix on social media, send us photos or share feedback, you confirm that your content is honest and based on your genuine experience.

We may ask for your permission to share customer photos, reviews or testimonials on our website, social media or marketing materials.

We will not knowingly use your image, your dog’s image or your personal content in marketing without appropriate permission.

19. Intellectual property

All website content, including the FurFix® name, Coat Code® name, logo, branding, product names, text, images, graphics, designs and website content belongs to FurFix or is used with permission.

You must not copy, reproduce, adapt, sell, distribute or use our content without our written permission.

20. Website links

Our website may contain links to third-party websites or services.

These links are provided for convenience only. We are not responsible for the content, accuracy, privacy practices or policies of third-party websites.

21. Our responsibility

We want every FurFix order to arrive as expected and be used safely.

Please follow the product instructions, age guidance and safety information provided with each item.

FurFix is not responsible for issues caused by:

  • Products being used incorrectly
  • Product instructions or safety guidance not being followed
  • Products being used on an animal they are not suitable for
  • Products or tools being used on broken, sore, irritated or inflamed skin without veterinary advice
  • Grooming tools being used incorrectly or too harshly
  • Events outside our reasonable control, such as postal delays, supply issues or technical problems

Nothing in these Terms and Conditions affects your statutory rights.

Nothing in these Terms and Conditions limits or excludes our liability where it would be unlawful to do so.

22. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control.

This may include postal delays, supply chain disruption, extreme weather, strikes, technical failures, payment provider issues, emergencies or other events beyond our control.

If this affects your order, we will contact you as soon as reasonably possible.

23. Privacy

Your privacy matters to us.

When you use our website, place an order, contact us or complete Coat Code®, we may collect and process personal information.

Please read our Privacy Policy for more information about how we collect, use and protect your data.

24. Changes to these Terms and Conditions

We may update these Terms and Conditions from time to time.

The version that applies to your order will be the version available on our website at the time you place your order.

25. Governing law

These Terms and Conditions are governed by the laws of England and Wales.

If you live in Scotland, Northern Ireland or another part of the UK, you may also have the right to bring proceedings in your local courts.

26. Contact us

If you have any questions about these Terms and Conditions, please contact us at hello@getfurfix.com or through the contact form.

Because they’re family.