Terms & Conditions

Terms & Conditions

Terms & Conditions

Last Updated August 2023

1. These terms

1.1 What these terms cover. These are the terms and conditions on which we supply products to you.

1.2 Why you should read them. Please read these terms carefully before you place your order with us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the order, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

1.3 Are you a business customer or a consumer? These terms are for consumer purchases only, meaning for an individual, buying products wholly or mainly for personal and domestic use. If you are a business customer buying the product for use in connection with your trade, business, craft or profession, please contact us on hello@yumove.com to request information on how you can place an order and request a copy of our business terms and conditions “Lintbells Limited - Standard Terms and Conditions for the Supply of Goods”.

2. Information about us and how to contact us

2.1 Who we are. We are Lintbells Limited a company registered in England and Wales. Our company registration number is 05928692 and our registered office is at West Barn, Fairclough Hall Farm, Halls Green, Weston, Hitchin, Hertfordshire, SG4 7DP. Our registered VAT number is 286 2266 80 (“Lintbells”, “we”, “us”, “our”).

2.2 How to contact us. You can contact us by telephoning us on 01462 416866 or by writing to us at hello@yumove.com or to our registered office address above.

2.3 How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

3. Placing an order

3.1 Choosing products. Choose the products you wish to purchase by browsing the website using the product categories or search facilities. You can easily edit or delete products from your shopping basket by clicking on the shopping basket icon in the top right of your screen or by going to the “My Basket” page. Delivery charges are calculated at the checkout as detailed in clause 6.1. We use ‘cookies’ to keep track of what you have in your basket and to remember you when you return to our site. To shop with us you need to have agreed to all cookies and have them enabled. For more information on how we use cookies please read the ‘Cookies’ section of our Privacy and Cookies Policy.

3.2 Availability. All products are subject to availability. We will inform you as soon as possible if the products you have ordered are not available.

3.3 Checkout process. Once you are happy with your selection proceed to the checkout where you will be required to provide your name, postal address, email address, daytime telephone number, delivery address (if different) and payment details over a secure server connection. Upon completion of the checkout you will receive an email confirmation of your order. If you have any queries regarding your order please contact Customer Care Team by telephone on 01462 416866 or via email (hello@yumove.com).

3.4 Errors in order. You are able to correct errors on your order up to the point at which you click on ‘Confirm Order’ during the ordering process.

4. Our contract with you

4.1 Acceptance of your order. Your order will be deemed accepted on dispatch of the ordered product(s), at which point the contract will come into existence and you will not be able to make any more changes to your order.

4.2 If we cannot accept your order. If we are unable to accept your order, we will call or email you to advise of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

5. Our products

5.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Your product may vary slightly from those images.

5.2 We reserves the right to amend the specification of the product if required to conform with any applicable safety, statutory or regulatory requirements, and which do not materially affect their quality or performance. For amendments of more significant nature, we will provide Customer with advance notice of any such significant changes and Customer may at any time before the changes take effect cancel the order or subscription and receive a refund for any products paid for but not received.

5.3 Product packaging may vary. The packaging of the product may vary from that shown in images on our website. We reserve the right to make changes to the packaging.

6. Providing the products

6.1 Delivery costs.

  1. Orders within the UK Mainland, Northern Ireland and Isle of Man: All orders placed within the UK Mainland, Isle of Man and Northern Ireland, and shipped to UK Mainland, Northern Ireland and Isle of Man address qualify for a FREE standard delivery (Exclusions apply). For a next business day delivery a charge of £5 will be applied. We use a variety of delivery methods to ensure that the most efficient service is always used for your selection, including Royal Mail First Class, Royal Mail Tracked, DPD and Yodel.
  2. International orders (outside of the UK Mainland, Northern Ireland and Isle of Man): Due to changes in regulations as a result of Brexit we are currently not able to ship products outside of UK Mainland, Northern Ireland and Isle of Man. We apologise for this inconvenience and are working hard on reinstating international deliveries. For further updates please check back on this page.

EXCLUSIONS: For YuM Plaq Attaq Dental Sticks, £1.99 chargeable delivery will be applied to the basket with order values of £29.00 or less.


Please note that we are unable to refund any cost for postage that you may have paid unless we have sent you a product incorrectly, the product is deemed to be faulty or is subject to our ‘See the Difference Guarantee’.

6.2 When we will provide the products. We aim to dispatch all authorised orders within 5 working days. However, there may be circumstances beyond our control which delay delivery. Providing the product is in stock, we endeavour to dispatch all orders received by midday on the same day. We dispatch orders Monday to Friday and do not dispatch at weekends.

6.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel the order and receive a refund for any products you have paid for but not received.

6.4 Ensuring smooth delivery. We will deliver the products to the address you specify for delivery in your order. It is important that this address is accurate. Deliveries by Royal Mail or Yodel do not require a signature. Deliveries via DPD require a signature so please ensure someone is available to sign for the parcel on delivery. If there appears to be any sign of damage to the packaging please make a note to this effect beside your signature. Please be specific about damage and do not simply state ‘unchecked’.

If your order is being shipped via Yodel and you are not going to be in during the 2hr delivery window, you can chose for your parcel to redelivered or left in a safe place via your tracking link. More information about suitable safe place locations can be found here: https://www.yodel.co.uk/help-centre/can-you-leave-my-parcel-in-a-safe-place

6.5 When you become responsible for the products. Risk of damage to or loss of the products passes to you at the time of delivery to you, or if you fail to take delivery at the agreed time, the time when we tried to deliver.

6.6 When you own products. You will only own the products once they have been successfully delivered and when we have received cleared payment in full. Products supplied are not for resale.

6.7 Lost or undelivered products. In the event of a lost or undelivered products the customer must contact Customer Care Team via email (hello@yumove.com) or telephone 01462 416866 within 28 days of the order confirmation email. Any orders reported as lost or undelivered after the given 28 day period will not be eligible for a refund or replacement.

7. Your rights to cancel the order

7.1 You can always cancel the order. Your rights to cancel the order will depend on what you have bought, whether there is anything wrong with it, how we are performing, and when you decided to return the product:

  1. If what you have bought is faulty or mis-described you may have a legal right to cancel the order (or to get the product replaced or to get some or all of your money back). See clause 10;
  2. If you want to return the product because of something we have done or have told you we are going to do, see clause 7.2;
  3. If you have just changed your mind about the product, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any product;
  4. In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see clause 7.7.


7.2 Cancelling the order because of something we have done or are going to do.
 If you are cancelling the order for a reason set out at (1) to (3) below we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

  1. we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed; or
  2. there is a risk that supply of the products may be significantly delayed because of events outside our control; or
  3. you have a legal right to cancel the order because of something we have done wrong.


7.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). 
You have a legal right to change your mind within 14 days and receive a refund for most of the products bought online. Please see Returns Eligibility criteria for our Dog Mobility Support range (Section 8.2). We offer 28 days within which you have the right to cancel your order and return the product to us, from the date of delivery. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in clause 8.

7.4 Our ‘See The Difference Guarantee’. Please note that our ‘See The Difference Guarantee’ is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out in this clause 7.4. Most of our supplement range products are backed by our ‘See The Difference Guarantee’. If you try a supplement product for 6 weeks and don’t see the difference, we’ll give you your money back.

Why do we offer a money back guarantee? Lintbells began because we wanted to help your pets look and feel their best. We work really hard to find the best ingredients, then develop the most effective products. Our supplement range is perfected through extensive trials and we’re always looking to improve. The positive feedback of thousands of pet owners shows we’re on the right track. In fact, we’re so confident that our supplement products will work for your dog or cat that we offer a guarantee – see the difference within 6 weeks or your money back.

Here’s how it works:

  1. Give us a ring on 01462 416866 to talk through what’s happening.
  2. We’ll make sure you’ve got the right product for your pet, and double check that you’re OK with the feeding guidelines on the pack.
  3. Give it a fair try. Though most products show results in as little as 4 weeks, please allow 6 weeks.
  4. See results or get your money back in full.


Let’s talk it through

If you’re not 100% happy after talking it through and trying an alternative if we suggest it, we’ll get a refund sorted double quick.

How to get your money back

If you’ve tried a supplement product for at least 6 weeks (42 days), talked it through with us, and still haven’t seen a difference, we’re really sorry.

You’ll need to return the supplement product by following our Returns procedure – with your proof of purchase and any unused  supplement products or the empty containers – and we’ll refund the purchase price, plus Postage and Packaging.

This goodwill guarantee does not affect your legal rights in relation to faulty or mis-described products (see clause 10.1).

Products excluded from ‘See The Difference Guarantee’

Dog Mobility Support Range: Because of the nature of our dog mobility support products, our dog mobility range is not covered by our standard Money Back Guarantee. Instead, it is covered by a warranty, allowing you to return or exchange the products within 28 days of receiving them. Please see Section 7 and 8, or Delivery and Returns for further details.  

7.5 When you do not have a right to change their minds. Your right to change your mind does not apply in respect of products where you have changed your mind after the 28-day cooling-off period.

7.6 How long do you have to change your minds?

You have 28 days after the day you (or someone you nominate) receives the products to cancel your order and return the product to us, unless:

  1. Your products are split into several deliveries over different days. In this case you have until 28 days after the day you (or someone you nominate) receive the last delivery to cancel your order and return the product to us.
  2. Your products are for regular delivery over a set period. In this case you have until 28 days after the day you (or someone you nominate) receive the first delivery of the products to cancel your order and return the product to us.


7.7 Cancelling order where we are not at fault and the right to change your mind does not apply.
 Even if we are not at fault and your right to change your mind does not apply (see clause 7.1), you can still cancel the order before it is completed, but you may have to pay us compensation. An order is deemed completed when the product is delivered and paid for. If you want to cancel the order before it is completed where we are not at fault and you don’t have a right to change your mind, just contact us to let us know. The order will be cancelled immediately, and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your order cancellation.

8. How to cancel the order with us (including if you have changed your mind)

8.1 Tell us you want to cancel the order. To cancel the order with us, please let us know by doing one of the following:

  1. Phone. Call Customer Care Team on 01462 416866. Please provide your name, home address, telephone number, email address and details of the order.
  2. By email or post. Write to us by email at hello@yumove.com or post to Lintbells Ltd., West Barn, Fairclough Hall Farm, Halls Green, Weston, Hitchin, Hertfordshire, SG4 7DP confirming that you wish to cancel the order and including details of what you bought, when you ordered or received it and your name and address.


8.2 Returning the product after changing your mind
. If you are exercising your right to change your mind you must cancel your order and return the products to us within 28 days of receiving the product. If you are returning a product from our Dog Mobility Support range, please see Returns Eligibility (below).  

If you would like to make a return, please contact us by contact us using the contact details in Section 8.1, giving a brief outline of your reasons for rejecting the goods. We will then send you a link which will provide you with a free-post label. Please ensure the products are returned in their original packaging and packaged adequately to prevent damage in transit.

RETURN ELIGIBILITY: Dog Mobility Support product range

  1. All products MUST be in as new, undamaged condition, with label attached and in the original packaging, to receive a full refund.
  2. All products MUST be returned within 28 days of receiving your purchase.
  3. Items returned to us without notification will NOT be eligible for a refund or exchange.
  4. We will NOT accept returns on any products that are not as new. This includes but is not limited to damage, hair & smells.


8.3 Exchange (Only available on 
Dog Mobility Support range). We understand that your purchase may not be the right fit for your pet the first time. All exchanges must be made within 28 days of receiving the product. To exchange your product for a different size, please contact our Customer Care Team on 01462 416866 or by email at hello@yumove.com. If the item being exchanged is not returned in a “new” condition with the label and in the original packaging, or is damaged, the exchange may be rejected.

8.4 When we will pay the costs of return. We will pay the costs of return:

  1. if the products are faulty or mis-described; or
  2. if you are cancelling the order because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.


In all other circumstances (except under our ‘See The Difference Guarantee’) we may ask you to pay the costs of return.

8.5 How we will refund you. If you are entitled to a refund under these terms. We will refund you the price you paid for the products including delivery costs (if applicable), by the method you used for payment. However, we may make deductions from the price, as described below.

8.6 When we may make deduction from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

  1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. Please also see Returns Eligibility for Dog Mobility Support products returns.
  2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.


8.7 When your refund will be made. 
We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

  1. Your refund will be made within 5-10 working days from the day on which we receive the product(s) back from you or, if earlier, the day on which you provide us with evidence that you have sent the product(s) back to us. For information about how to return a product to us, see clause 8.2.
  2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
9. If there is a problem with a product

How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our Customer Care Team on 01462 416866 or write to us at hello@yumove.com or at West Barn, Fairclough Hall Farm, Halls Green, Weston, Hitchin, Hertfordshire, SG4 7DP.

10. Your rights in respect of defective products

10.1 Your rights in respect of defective products.The Consumer Rights Act 2015 says that the products we supply must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of the products your legal rights entitle you to the following:-

  1. up to 30 days: if the products are faulty, then you can get an immediate refund.
  2. up to 6 months: if the products are faulty, then you are entitled to a replacement. If the products can’t be replaced, then you’re entitled to a full refund, in most cases.
  3. up to 6 years: if the products do not last a reasonable length of time you may be entitled to some money back.


10.2 Your obligation to return rejected products.
 If you wish to exercise your legal rights to reject products you must post them back to us. We will pay the costs of postage. See clause 8.2.

11. Price and payment

11.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3. We reserve the right to vary our prices from time to time.

11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

11.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may cancel the order, refund you any sums you have paid and require the return of any products provided to you.

11.4 When you must pay and how you must pay. We accept payment with the following credit and debit cards: Visa, MasterCard and American Express, and other payment methods such as Paypal, Shop Pay and Google Pay. You must pay for the products before we dispatch them but we will not charge your credit or debit card until we dispatch the products to you. 

12. “Subscribe and Save” section

12.1 “Subscribe & Save” is a subscription service offered by Lintbells. We reserve the right to vary the prices from time to time. We reserve the right to change the repeat order benefits, the discount amount and free delivery offer at any time. “Subscribe & Save” products will ship automatically based on the frequency you select until you cancel. By placing your order you are authorising us to charge your card for future orders at the frequency you have selected. You can change the frequency or cancel your subscriptions at any time through the My Subscriptions section which can be found when you login into your account at yumove.co.uk/account/login.

12.2 Tailor-made subscription

  1. If you are a new subscription customer you have an option to choose a tailor-made YuMOVE subscription based on criteria you specify about your dog on yumove.co.uk/pages/subscription upon completion and registration of your customer account.

 
12.3 “Subscribe & Save” discount and promotions.

  1. If you subscribe to “YuMOVE 30 Day Trial Promotion”, upon completion of a 30-day period you will be automatically enrolled into a “Subscribe & Save” subscription service.
  2. If you subscribe to 1 YuMOVE Dog product in one subscription order, you’ll receive a 30% discount. If you subscribe to 2 YuMOVE Dog products, you’ll receive 40% off.
  3. For other “Subscribe & Save” discounts and promotions please check the yumove.co.uk website regularly. Any non-subscription discounts or offers are not eligible to be used in conjunction with products purchased via “Subscribe & Save” service.
  4. Any service log-in details, promotional or discount codes provided with the “Subscribe & Save” service are strictly for the sole use of the subscriber. Such details should be kept confidential and not shared with any third parties. For further details please also refer to our Website Terms of Use.


12.4 “Subscribe & Save” delivery, cancellations and returns. 

  1. Free delivery is available on all subscription orders, regardless of the order value.
  2. If any “Subscribe & Save” product is not available on the day it is scheduled to be dispatched, we will notify you of the delay and will attempt to fulfil the order once every 7 days over three-week period. If the product does not become available during that three-week period, we will notify you that the order has been cancelled and we will attempt to send the next order on schedule.
  3. If any “Subscribe & Save” products are no longer available, we will automatically suspend your subscription for that product and advise you of this, and no additional orders associated with that subscription will be placed. If any suitable replacement exists, you will need to create a new “Subscribe & Save” subscription order for that product.
  4. If any problems arise with your delivery address, your account, or payment method, that we are unable to address, we will notify you via e-mail using the e-mail address associated with your subscription. In such cases, your “Subscribe & Save” subscription will be automatically placed on hold and no additional “Subscribe & Save” orders will be processed or dispatched until you resolve the problem and reactivate your subscription.
  5. All returns under “Subscribe & Save” are subject to the Lintbells Delivery & Returns Policy.


12.5 “Subscribe & Save” Termination 

  1. We may terminate your subscription at our discretion without notice. If we do so you will only be charged for orders that have been dispatched to you.
  2. You can cancel your subscription at anytime. To avoid being billed for the following subscription period you need to cancel your subscription 24 hours prior to your subscription renewal date. If you do not cancel at least 24 hours prior to your renewal date, your subscription will be automatically renewed and we will charge your account using the payment method on your account.
13. Our responsibility for loss or damage suffered by you.

13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time of placing the order, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care; and for defective products under the Consumer Protection Act 1987

13.3 We are not liable for business losses. We only supply the products to you for domestic and private use (also see clause 1.3).

14. How we may use your personal information

14.1 How we will use your personal information. We will use the personal information you provide to us:

  1. to supply the products to you;
  2. to process your payment for the products; and
  3. if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.


14.2 We will only give your personal information to third parties where the law either requires or allows us to do so.

15.Other important terms

15.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your statutory rights. If you are unhappy with the transfer you may contact us cancel the order within 14 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.

15.2 Transfer of your ‘See The Difference Guarantee’ rights to someone else. You may transfer our guarantee at clause 7.4 to a person who has acquired the product. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant product.

15.3 Applicable laws and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Delivery & Returns

Delivery and Returns

1. Delivery information:

Delivery time

We dispatch orders Monday to Friday, to arrive on a 3-5 working-day basis. Providing an item is in stock, we do our best to dispatch orders received by 11:30am on the same day – although this may change during peak periods. Please note that any orders placed with a “next working day” service after 11:30am will be dispatched the next working day.

Carriage charges

We use different delivery methods to ensure the most efficient service is available to you, including either Free Royal Mail/Whistl 2nd Class delivery or Yodel (1-2 days) tracked at a charged rate. Our delivery charges depend on a few factors including the weight and size of your order.

All parcels to Mainland UK, Northern Ireland and Isle of Man addresses are delivered free of charge (Exclusions apply). We are currently not able to deliver outside UK Mainland, Northern Ireland and Isle of Man.

EXCLUSIONS:  For YuM Plaq Attaq Dental Sticks, £1.99 chargeable delivery will be applied to the basket with order values of £29.00 or less.

Ensuring smooth delivery

Deliveries by Royal Mail/Whistl or Yodel do not require a signature. If your order is shipped via Yodel and will not be in during the 2-hour delivery window, you can choose for your parcel to be redelivered or left in a safe place via your tracking link. More information about suitable safe place locations can be found here: https://www.yodel.co.uk/help-centre/can-you-leave-my-parcel-in-a-safe-place

If your parcel is damaged when it arrives, please contact our Customer Care Team (details below). Note: When placing an order, we ask you to supply a daytime phone number so we can contact you quickly if there is a query with your order.

2. Returns & Exchange procedure

We will cover the cost of returns if you process the return within 28 days of the order.

You can return the products:

  • If they are faulty or misdescribed.
  • If you are cancelling the order because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so because of something we have done wrong.
  • If you are claiming under ‘See The Difference Guarantee’

If you would like to make a return, please follow the steps listed below.

How to access and log in to the returns portal.

To access YuMOVE returns portal, please follow the below steps.

  1. From the homepage please click on the Account icon and log in.
  2. Click Order History.
  3. Click the Order’s order number that contains the product you wish to return.

How to process a Return in the Portal

Verify your Account

Step 1. Enter your order email.

Please enter the original order email you used for the merchant where you are starting the return.

Step 2. Open your inbox.

You will be sent a 6-digit OTP (One time passcode) to the order email you entered in step 1.

Step 3. Enter your OTP

Enter the 6-digit code back in the Web App. Click "confirm" when you are done.

Place your return

Step 1. Select your order.

As you login you will see all orders that you can return to us. At the top you will see the order with the fewest days to return.

Click on the order that you want to return.

Step 2. Select the items to return.

After clicking on the relevant order, you will see an overview of all the items in that order including price and quantity.

To start your return, click on the item you want to send back; choose the most suitable reason for return from the list provided; and hit the "Continue" button.

Step 3. Preview and place your return.

Review your returns preview, if all the details are correct on the return preview click (or swipe) the confirm button.

Step 4. Select a drop off location

You’ll receive an email confirmation that contains all the necessary details for your return.

Locate the link labeled 'Dropoff Directions'. This will provide you with a list of all our convenient drop-off points.

Returns Eligibility: Dog Mobility Support product range

  • All products MUST be in as-new, undamaged condition, with label attached and in the original packaging, to receive a full refund.
  • All products MUST be returned within 28 days of receiving your purchase.
  • Items returned to us without notification will NOT be eligible for a refund or exchange.
  • We will NOT accept returns on any products that are not as-new. This includes but is not limited to damage, hair & smells.


Exchange (Only available on 
Dog Mobility Support range)

We understand that your purchase may not be the right fit for your pet the first time. All exchanges must be made within 28 days of receiving the product. To exchange your product for a different size, please contact our Customer Care Team on 01462 416866 or by email at hello@yumove.com. If the item being exchanged is not returned in a “new” condition with the label and in the original packaging, or is damaged, the exchange may be rejected. 

Please ensure the products are returned in the original packaging and are packaged adequately to prevent damage in transit.

Customer Care Details

If you have any questions about delivery or returns procedure, please contact us using the following details:

  1. Phone. Call the Customer Care Team on 01462 416866. Please provide your name, home address, telephone number, email address and details of the order.
  2. By email or post. Write to us by email at hello@yumove.com or by post to Customer Care at YuMOVE, Lintbells Ltd., West Barn, Fairclough Hall Farm, Halls Green, Weston, Hitchin, Hertfordshire, SG4 7DP. Please confirm that you wish to cancel the order and include details of purchase, dates of order or receipt of product, and your name and address.
  3. If you are unable to use the returns portal, please return the product to: YuMOVE, Unit 6 - Butterfield Business Park, LUTON, LU2

3. Purchasing from us - Your contract with us

Placing an order

Choose the products you wish to buy using the product categories or search facilities on the website. You can easily edit or delete items from your shopping basket by clicking on the basket icon in the top right of your screen.

As you add items to your basket they will be stored against your visit. This means, if you leave our site and come back, the items in your basket will still be there.

YuMOVE uses 'cookies' to keep track of what is in your basket and to remember you when you return to the site. To shop at YuMOVE.co.uk you need to have all cookies enabled. Find out more about cookies and how we use them.

Completing your transaction

Once you are happy with your selection, head to the checkout where you will be required to give your name, address, delivery and payment details over a secure server connection.

Once you have checked out, you will receive an email confirming your order.

When you place an order online, you are making an offer to buy goods. We will send you an email acknowledging that we have received your order. When a delivery is delayed due to stock availability or unforeseen factors, we will let you know as soon as possible. We will also provide an estimate of the dispatch date, and you may cancel your order if this is unacceptable.

If you decide to cancel your order under these circumstances, we will refund to your card within 1 working day. Similarly, we will refund within 5 working days of receiving your order if we discover we are unable to supply the item due to stock availability or unforeseen factors including pricing errors.

4. Cancellation and exchanges

Cancellation

You can cancel your order and return the product to us within 28 days of the date of delivery. 

If you cancel the order after products have been dispatched or you’ve received them, you must return them to us. You have 28 days to tell us that you wish to cancel the order and return the product back to us from the date of delivery. To do so, please follow the Returns Procedure above. You must send the products as soon as possible after telling us you wish to cancel the order. For Dog MobilitySupport product please check the Returns Eligibility above.

This cancellation policy does not affect your statutory rights.

5. Refund Policy

If you’re entitled to a refund under these terms, we’ll refund the price you paid for the products – including delivery costs – by the method you used for payment. However, we may make deductions from the price as described below.

Refund deductions

  • We may reduce your refund (excluding delivery costs) to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. Please also see Returns Eligibility for returns of Dog Mobility Support products.
  • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.

 

Refund time

  • Your refund will be made within 5-10 working days from the day we receive the product(s) back or, if earlier, the day on which you provide us with evidence that you’ve sent the product(s) back to us.
  • In all other cases, your refund will be made within 14 days of you telling us you’ve changed your mind.

 

6. Lost or undelivered products

In the event of a lost or undelivered products you must contact Customer Care Team via email (hello@yumove.com) or telephone 01462 416866 within 28 days of your order confirmation email. Any orders reported as lost or undelivered after the given 28 day period will not be eligible for a refund or replacement.

7. Faulty products

If the products are in any way defective, please contact us immediately. We will deal with this in accordance with your legal rights.

8. Payment

We accept the following methods of payment:

  • Visa
  • MasterCard
  • American Express
  • PayPal
  • Shop Pay
  • Google Pay

9. VAT

All prices are inclusive of VAT, excluding:

  • YuMOVE Working Dog
  • YUMOVE Horse Joint
  • YUMOVE Horse Plus

See The Difference Guarantee

See The Difference Guarantee

It’s really simple. Our supplement range is backed by our See The Difference Guarantee. If you try a supplement product for 6 weeks (42 days) and don’t see the difference, we’ll give you your money back.

Why do we offer a money back guarantee?

YuMOVE began because we wanted to help animals look and feel their best. We work really hard to find the best ingredients, then develop the most effective supplement products.

Our supplement range is perfected through extensive trials, and we’re always looking to improve – the positive feedback of thousands of pet owners shows we’re on the right track. In fact, we’re so confident that our supplement products will work for your dog or cat that we offer a guarantee – see the difference within 6 weeks (42 days) or your money back.

Here’s how it works:
  1. Give us a ring on 01462 416866 to talk through what’s happening.
  2. We’ll make sure you’ve got the right supplement product for your pet, and double check that you’re OK with the feeding guidelines on the pack.
  3. Give it a fair try – though most supplement products show results in as little as 4 weeks, please allow 6 weeks (42 days).
  4. See results – or get your money back in full.
Let’s talk it through

If you’re not 100% happy after talking it through and trying an alternative supplement if we suggest it, we’ll get a refund sorted double quick.

How to get your money back

If you’ve tried a supplement product for at least 6 weeks (42 days), talked it through with us, and still haven’t seen a difference, we’re really sorry.

You’ll need to return the supplement products by following our Returns procedure – with your proof of purchase and any unused supplements or the empty containers – and we’ll refund the purchase price of the product. 

Dog mobility aid range

Because of the nature of the products, our dog mobility range is covered by a warranty, allowing you to return or exchange the products within 28 days of receiving them and not by our standard See The Difference Guarantee. Please see Delivery and Returns for further detail.   

Discount Terms & Conditions

Last Updated November 2023

By redeeming a YuMOVE Discount Code (“Discount Code”), you agree to be bound by these Terms & Conditions, and you acknowledge that you satisfy all eligibility requirements.

This YuMOVE Discount Code Promotion (“Promotion”) is operated by Lintbells Limited (“Promoter”) registered at West Barn, Fairclough Hall Farm, Halls Green, Weston, SG4 7DP.

Promotion is subject to the following Terms and Conditions:

  1. Discount Code can be redeemed online at yumove.co.uk only.
  2. Internet access is required.
  3. Discount amount is as stated on the specific Discount Code.
  4. To claim your discount go on the yumove.co.uk website add the products to your basket and enter the unique discount code at the checkout, to save on your basket.
  5. Maximum discount amount (£) may apply per order or per product, subject to the terms stated on the specific Discount Code.
  6. Offer subject to availability.
  7. Only valid once per transaction.
  8. Cannot be used in conjunction with any other unless stated otherwise in the terms of the specific Discount Code.
  9. Applicable discount will show in the basket on qualifying products only.
  10.  Valid for a limited period of time only. Period of Promotion will be stated in the terms of the specific Discount Code.
  11. Offer excludes delivery costs. Delivery costs will be applied at the checkout, if applicable.
  12. Discount Code cannot be shared. Only redeemable by the customer who received the Discount Code from the Promoter.
  13. Discount Code is non-transferable, non-exchangeable and there is no cash alternative.
  14. Promotion is applicable to residents of England, Northern Ireland, Scotland and Wales over 16 years, excluding employees of the Promoter, their immediate families, agents, or anyone else professionally connected with or involved in the Promotion.
  15. The Promoter cannot be held responsible if, for circumstances beyond its reasonable control, the stated Promotion or Discount Code is no longer available. The Promoter reserves the right to award a different Discount Code or withdraw the Promotion altogether.
  16. The Promoter reserves the right to refuse to award the discount amount, or seek its recovery, in the event of a customer's fraud, dishonesty or non-entitlement under these Terms and Conditions.
  17. The Promoter is not responsible for any expired, late, misdirected or incomplete submissions, or effects of hackers, failure of any electronic equipment, computer transmissions and/or network connections, nor are they responsible for any inaccuracies in information or any technical or human error which may occur in processing the discount under a Discount Code. Proof of submitting a Discount Code at the checkout is not proof of receipt by the Promoter.
  18. The Promoter is not responsible for any entry, generated by computer hardware or software, malfunction, error or failure. Persons found tampering with or abusing any aspect of the Promotion, as solely determined by the Promoter, will be disqualified.
  19. In order to participate in Promoter’s promotions, competitions or giveaways, the Promoter will never request payments, payment details or personal information unless it is clearly stated otherwise in these Terms and Conditions or on Promoter’s official promotion, competition or giveaway page (website or social media) where these Terms and Conditions are provided or linked. The Promoter will only contact you from an official YuMOVE account. If you believe you have been contacted by a suspicious account please contact Promoter’s Customer Care team on 01462 416886.
  20. The decision of the Promoter shall be final and binding.
  21. If you have any queries regarding the Discount Code or experience any problems, please call the Promoter’s customer service team on 01462 416886.
  22. The Promotion is governed by laws of England and Wales and entrants submit to the exclusive jurisdiction of the English courts.
  23. “YuMOVE” is a branded product of the Promoter. Promoter reserves all rights in relation to intellectual property used in this Promotion, whether, in regard to, Promoter’s products, product names or any of the promotional materials used.
  24. Privacy Notice: All information submitted in connection with the Promotion will be treated in accordance with these Terms & Conditions and Lintbells Privacy Policy.
  25. Promotion is also subject to full YuMOVE Terms and Conditions which are available at yumove.co.uk/pages/terms-conditions. In the event of any conflict between the YuMOVE Terms and Conditions and these Discount Code Terms and Conditions, the YuMOVE Terms and Conditions will prevail.

Subscribe & Save Subscription Terms & Conditions

Subscribe and Save Terms and Conditions

  1. “Subscribe & Save”

1.1. This is a subscription service offered by Lintbells. We reserve the right to vary the prices from time to time. We reserve the right to change the repeat order benefits, the discount amount and free delivery offer at any time.

1.2. “Subscribe & Save” products will ship automatically based on the frequency you select until you cancel. By placing your order, you are authorising us to charge your card for future orders at the frequency you have selected.

1.3. You can change the frequency or cancel your subscriptions at any time through the My Subscriptions section which can be found when you login into your account at yumove.co.uk/account/login.2.Tailor-Made Subscription

2.1. If you are a new subscription customer, you have an option to choose a tailor-made YuMOVE subscription based on criteria you specify about your dog on yumove.co.uk/pages/subscription upon completion and registration of your customer account.

3.“Subscribe and Save” Discount & Promotions

3.1. If you subscribe to “YuMOVE 30 Day Trial Promotion”, upon completion of a 30-day period you will be automatically enrolled into a “Subscribe & Save” subscription service.

3.2. If you subscribe to 1 YuMOVE product in one subscription order, you’ll receive a 30% discount. If you subscribe to 2 YuMOVE Dog products, you’ll receive 40% off.

3.3. For other “Subscribe & Save” discounts and promotions please check the yumove.co.uk website regularly. Any non-subscription discounts or offers are not eligible to be used in conjunction with products purchased via “Subscribe & Save” service.

3.4. Any service log-in details, promotional or discount codes provided with the “Subscribe & Save” service are strictly for the sole use of the subscriber. Such details should be kept confidential and not shared with any third parties. For further details please also refer to our Website Terms of Use.

3.5. Any service log-in details, promotional or discount codes provided with the “Subscribe & Save” service are strictly for the sole use of the subscriber. Such details should be kept confidential and not shared with any third parties. For further details please also refer to our Website Terms of Use.

4.“Subscribe and Save” Delivery, Cancellations & Returns

4.1. Free delivery is available on all subscription orders, regardless of the order value.

4.2. If any “Subscribe & Save” product is not available on the day it is scheduled to be dispatched, we will notify you of the delay and will attempt to fulfil the order once every 7 days over three-week period. If the product does not become available during that three-week period, we will notify you that the order has been cancelled and we will attempt to send the next order on schedule.

4.3. If any “Subscribe & Save” products are no longer available, we will automatically suspend your subscription for that product and advise you of this, and no additional orders associated with that subscription will be placed. If any suitable replacement exists, you will need to create a new “Subscribe & Save” subscription order for that product.

4.4. If any problems arise with your delivery address, your account, or payment method, that we are unable to address, we will notify you via e-mail using the e-mail address associated with your subscription. In such cases, your “Subscribe & Save” subscription will be automatically placed on hold and no additional “Subscribe & Save” orders will be processed or dispatched until you resolve the problem and reactivate your subscription.

4.5. All returns under “Subscribe & Save” are subject to the Lintbells Delivery & Returns Policy https://yumove.co.uk/pages/delivery-and-returns

5. “Subscribe and Save” Termination

5.1. We may terminate your subscription at our discretion without notice. If we do so you will only be charged for orders that have been dispatched to you.


5.2. You can cancel your subscription at any time. To avoid being billed for the following subscription period you need to cancel your subscription 24 hours prior to your subscription renewal date. If you do not cancel at least 24 hours prior to your renewal date, your subscription will be automatically renewed and we will charge your account using the payment method on your account.

5.3. You can find our full Terms and Conditions here yumove.co.uk/terms-conditions

SAVENOW Terms & Conditions

SAVENOW Subscription offer

** Price based on a 50% discount for YuMOVE Joint Care and YuMOVE Dental Sticks subscribers.

To be eligible for a 50% discount off your first two months subscription, you will need to be a new customer starting a new subscription.

To claim your 50% discount for the first two months of your subscription, use code SAVENOW at checkout. Following the initial two-month discount, you will receive a 30% rolling discount from month three onwards as a subscriber, or 40% if you have more than one product on your subscription.

Offer only available on products that are in stock.

Offer available on:

YuMOVE Joint Care tablets for Young Dogs

YuMOVE Joint Care tablets for Adult Dogs

YuMOVE Joint Care PLUS tablets for Dogs

YuMOVE Joint Care PLUS Max Strength tablets for Dogs

YuMOVE Joint Care capsules for Cats

YuMOVE Joint Care PLUS capsules for Cats

and

YuMOVE Dental Care Sticks only.

Excludes YuMOVE Joint Care One-a-Day Bites and YuMOVE Joint Care Daily Bites for Adult Dogs.

Promotion Terms & Conditions

Promotional terms & Conditions will feature here during our Sales and promotions.