Terms & Conditions

Last updated: 12 September 2026

Welcome to Elm Ridge.

These Terms & Conditions apply to your use of the Elm Ridge website and to any purchases made through our website.

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

Please read them carefully before placing an order.

1. About Elm Ridge

Elm Ridge is a UK-owned business supplying high-quality, UK-manufactured nutritional supplements for dogs.

Our contact details can be found on the Elm Ridge website.

2. Our Products

We make every reasonable effort to ensure that product descriptions, images, ingredients, quantities and other information shown on our website are accurate.

Packaging, appearance or presentation may occasionally vary from images displayed online without affecting the nature or quality of the product.

Please always read the product label, ingredients, feeding directions and warnings before giving any Elm Ridge supplement to your dog.

3. Product Suitability

Elm Ridge products are intended for dogs unless otherwise clearly stated.

Our products are complementary products and are not intended to diagnose, treat, cure or prevent disease.

Information provided on our website is for general information purposes and should not be considered veterinary advice.

If your dog has an existing medical condition, is receiving medication, is pregnant or nursing, has known allergies or you are unsure whether a supplement is appropriate, we recommend speaking to your veterinary professional before use.

If your dog experiences an unexpected or adverse reaction, discontinue use and seek appropriate veterinary advice.

4. Placing an Order

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

You are responsible for ensuring that all information supplied when placing your order is accurate, including your:

• Name

• Email address

• Billing information

• Delivery address

• Product selection and quantity

You should check your order carefully before submitting payment.

After placing an order, you will normally receive an order confirmation by email.

A contract between you and Elm Ridge is formed when we accept your order.

5. Order Acceptance

We reserve the right to refuse or cancel an order where reasonably necessary.

This may include situations where:

• A product is unavailable

• An incorrect price has been displayed

• Payment has not been authorised

• We suspect fraudulent activity

• Delivery cannot reasonably be made to the address provided

• An obvious website or pricing error has occurred

If payment has already been taken for an order that we cannot fulfil, we will refund the relevant amount.

6. Prices

All prices shown on our website are displayed in pounds sterling (£).

Any applicable taxes will be included or clearly identified where required.

Delivery charges will be displayed before you complete your order.

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

7. Payment

Payment must be made using one of the payment methods available through our website.

Payment services may be provided by third-party payment processors.

By submitting payment information, you confirm that you are authorised to use the selected payment method.

We do not normally store your full debit or credit card details.

8. Delivery

We will make reasonable efforts to dispatch and deliver orders within the timescales stated on our website.

Any delivery dates or times provided are estimates unless specifically stated otherwise.

Delays may occasionally occur due to circumstances outside our reasonable control, including courier delays, severe weather, supply disruption or other unforeseen circumstances.

Please ensure that your delivery address is complete and accurate when placing your order.

Elm Ridge cannot accept responsibility for delivery problems caused by incorrect or incomplete information supplied by the customer.

9. Damaged or Missing Orders

If your order arrives damaged, contains incorrect products or items are missing, please contact us as soon as reasonably possible.

We may ask you to provide photographs of:

• The product

• The packaging

• The delivery label

• Any visible damage

This allows us to investigate the issue and arrange an appropriate replacement or refund where applicable.

10. Your Right to Cancel

If you are a consumer purchasing online, you will generally have the right to change your mind and cancel your order within 14 days of receiving your goods, subject to any exceptions provided by law.

You do not need to provide a reason for cancelling.

To exercise your right to cancel, please contact Elm Ridge clearly stating that you wish to cancel your order.

Once you have informed us that you wish to cancel, you should return the products within 14 days.

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

11. Returns

Returned products should be appropriately packaged and returned in a condition consistent with the customer's legal right to inspect the goods.

Where legally permitted, we may reduce a refund to reflect any reduction in the value of the goods caused by handling beyond what would reasonably be necessary to establish their nature, characteristics and suitability.

Certain products may be excluded from change-of-mind returns where an applicable legal exemption applies, including certain sealed goods where the seal has been broken and the product is not suitable for return for health or hygiene reasons.

This does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not conform to your legal rights.

12. Refunds

Where a valid cancellation is made, refunds will normally be issued using the original payment method.

Where required by law, we will refund the cost of standard delivery originally paid.

If you selected a more expensive delivery service, we are not required to refund the additional cost above our standard delivery charge.

Refunds will be processed within the applicable legal timescales once the returned goods have been received or appropriate evidence of return has been provided.

13. Faulty or Incorrect Products

Nothing in these Terms & Conditions affects your statutory consumer rights.

If a product is:

• Faulty

• Damaged

• Not as described

• Incorrectly supplied

• Not of satisfactory quality

please contact us so that we can investigate and arrange an appropriate remedy in accordance with applicable consumer law.

14. Product Storage and Use

Customers are responsible for storing and using Elm Ridge products in accordance with the instructions provided on the product packaging.

Products should be:

• Stored as directed on the label

• Kept out of reach of children

• Kept out of reach of animals except when being administered as directed

• Used before the applicable best-before date

• Given only in accordance with the recommended feeding directions

Elm Ridge cannot accept responsibility for problems caused by misuse, incorrect storage or use contrary to the instructions supplied with the product.

15. Best Before Dates and Batch Information

Elm Ridge products may display a batch number and best-before date for product traceability and quality-control purposes.

Customers should not use products after the stated best-before date unless advised otherwise by an appropriate professional.

Where you contact us regarding a product concern, we may ask you to provide the batch number and best-before information.

16. Website Availability

We aim to keep the Elm Ridge website available and functioning correctly but cannot guarantee uninterrupted access.

We may occasionally suspend, withdraw or restrict access to parts of the website for maintenance, updates or other operational reasons.

17. Website Content

All information provided on the Elm Ridge website is provided in good faith.

Although we make reasonable efforts to keep information accurate and current, we cannot guarantee that every piece of website content will always be completely free from errors.

If we discover a significant error relating to a product or an order, we will take reasonable steps to correct it.

18. Intellectual Property

Unless otherwise stated, all content on the Elm Ridge website, including:

• The Elm Ridge name

• Logos

• Branding

• Product photography

• Product descriptions

• Graphics

• Website text

• Packaging designs

belongs to Elm Ridge or is used with appropriate permission.

Content may not be copied, reproduced, distributed or commercially used without prior written permission from Elm Ridge.

19. Liability

Nothing in these Terms & Conditions limits or excludes any liability that cannot legally be limited or excluded.

We are not responsible for losses that were not reasonably foreseeable when the contract was entered into.

Where you are purchasing as a consumer, nothing in these terms affects your statutory rights.

Elm Ridge is not responsible for losses arising from a customer's failure to follow product instructions, warnings, storage requirements or recommended feeding directions.

20. Third-Party Services

Our website may use or link to services operated by third parties, including payment providers, delivery companies and social media platforms.

These third-party services may be subject to their own terms, conditions and privacy policies.

Elm Ridge is not responsible for the content or operation of independent third-party websites.

21. Privacy

Personal information supplied to Elm Ridge will be handled in accordance with our Privacy Policy.

Our use of cookies and similar technologies is explained in our Cookie Policy.

Both policies are available on our website.

22. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to:

• Our business

• Our products

• Our website

• Applicable laws or regulations

The latest version will be published on our website together with the date it was last updated.

Changes will not normally affect orders already accepted before the updated terms came into effect.

23. Governing Law

These Terms & Conditions are governed by the laws applicable in England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you may also benefit from mandatory consumer protections applicable where you live.

Nothing in these Terms & Conditions affects any legal rights you have as a consumer.

24. Contact Us

If you have any questions about these Terms & Conditions, an order or an Elm Ridge product, please contact us using the contact details provided on the Elm Ridge website.

Elm Ridge