Terms of service

Freezbone Terms of Use — Europe

eu.freezbone.com · Effective date: 1 January 2026 · Version 1.0

These Terms of Use (“Terms”) govern your access to and use of the website eu.freezbone.com and any related mobile applications, content and services we provide through it (together, the “Website”), and — together with the order process at checkout — every purchase you make through the Website.

The Website is operated, and products sold through it are supplied, by Freezbone Limited, a company registered in Ireland under company registration no. 806716, with its registered office at The Black Church, St. Mary's Place, Dublin 7, D07 P4AX, Ireland (“Freezbone”, “we”, “our”, “us”). Contact: team@freezbone.com.

If you are a consumer, nothing in these Terms affects your statutory rights. Where any provision of these Terms conflicts with mandatory consumer protection law in your country of habitual residence, that law prevails to the extent of the conflict, and the provision applies to the fullest extent the law permits. Customers in the United States are served by freezbone.com and its separate terms.

Contents

1.Acceptance & eligibility

By using the Website you agree to these Terms. If you do not agree, do not use the Website. When you place an order, you will be asked to confirm your acceptance of these Terms at checkout; the version in force at the time of your order applies to that order.

You must be at least 16 years old to use the Website and at least 18 years old (or the age of legal capacity in your country) to place an order. By ordering, you confirm that you have the legal capacity to enter into a contract.

2.Orders & contract formation

All products shown on the Website are an invitation to order, not a binding offer by us. Your order is an offer to buy.
After you place an order we send an acknowledgement email. This confirms receipt only — a contract is formed only when we send you a dispatch confirmation (or, for any digital content, when we make it available to you).
We may decline or cancel an order before dispatch for legitimate reasons, including unavailability of stock, failure of payment authorisation, an obvious error in price or description (Section 3), suspected fraud or abuse, or inability to deliver to your address. If we decline an order after payment, we will refund you in full without undue delay.
Quantities may be limited per customer for fairness. Products are sold for personal use only, not for resale, unless we agree otherwise in writing.

3.Prices, payment & errors

Prices shown to consumers include VAT at the applicable rate. Delivery charges, and any duties for deliveries outside the EU, are shown before you confirm your order.
Payment is taken at or shortly after the time of order through our payment processors. You confirm that you are authorised to use the payment method provided.
Obvious errors are not binding. If a product's price or description is manifestly wrong — such that a reasonable customer would recognise the mistake — we are not obliged to supply at that price. If we discover such an error before dispatch, we will contact you to reconfirm the order at the correct price or cancel it with a full refund.
Promotional codes and offers are subject to their stated conditions, are non-transferable, cannot be exchanged for cash, and may be withdrawn if abused.

4.Delivery, risk & title

Estimated delivery times are given in good faith but are estimates. Unless we agree a fixed date, we will deliver without undue delay and in any event within 30 days of the contract being formed, failing which you may set a reasonable additional period and cancel with a full refund if we still do not deliver.
Risk in the products passes to you when you (or a person you nominate, other than the carrier) take physical possession of them. Until then, loss of or damage to the products in transit is our problem, not yours — contact us, not the carrier, and we will resolve it, including by redelivery or refund. Where you separately arrange your own carrier, risk passes on handover to that carrier.
Title to the products passes on the later of delivery and receipt of full payment.
Please inspect your delivery and tell us about transit damage promptly at team@freezbone.com — this helps us claim against carriers, though it is not a condition of your rights.

5.Right of withdrawal (14 days)

If you are a consumer in the EU, EEA or UK, you may withdraw from your purchase within 14 days of the day you (or your nominee) receive the products, without giving any reason.

How: tell us by a clear statement — email team@freezbone.com with your order number — before the 14-day period expires. You may use the model withdrawal form in Annex I(B) of Directive 2011/83/EU, but you do not have to.
Returning the products: send them back to the return address we give you without undue delay and at the latest within 14 days of telling us. You bear the direct cost of returning the products. You are liable for any diminished value resulting from handling beyond what is needed to establish the nature, characteristics and functioning of the products.
Refund: we refund all payments received from you, including standard outbound delivery (but not any supplementary express delivery cost you chose), within 14 days of being informed of your withdrawal, using the same payment method. We may withhold the refund until we have received the products back or you have supplied proof of postage, whichever is earlier.
Exceptions: the right of withdrawal does not apply to (a) sealed goods unsealed after delivery that are not suitable for return for health protection or hygiene reasons — including edible chews, treats and consumable refills whose seal you have opened; (b) goods liable to deteriorate or expire rapidly; and (c) goods made to your specification or clearly personalised.

6.Statutory guarantees

As a consumer you benefit from a legal guarantee of conformity: products must match their description, be fit for their normal purpose, and have the qualities you can reasonably expect. If a product is defective or not as described, you are entitled — for at least two years from delivery (longer where your national law provides) — to have it repaired or replaced free of charge, or, where that is not possible or not done within a reasonable time, to a price reduction or a full refund. To make a claim, contact team@freezbone.com. This legal guarantee costs nothing and exists independently of any goodwill policy we may offer, which never reduces it.

7.Pet safety, choking hazards & assumption of risk

IMPORTANT — PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS.

7.1 Inherent risks. You acknowledge and agree that all dog chews, treats, toys and enrichment products — including Freezbone products — carry inherent and unavoidable risks, even when properly designed and manufactured, and even when used as directed. These inherent risks include, without limitation: choking; swallowing or ingestion of pieces or of the product itself; gastrointestinal upset, blockage or obstruction; allergic or dietary reactions; dental damage or other injury; and, in rare cases, serious injury or death of the pet. No manufacturer can eliminate these risks, and Freezbone does not represent or warrant that its products are free of them. By purchasing or using any Freezbone product, you confirm that you have read the safety information for that product and that you understand and voluntarily accept these inherent risks.

7.2 Your responsibilities as owner. You, as the pet owner, are solely responsible for:

determining the suitability and safety of any Freezbone product for your specific dog, taking into account its size, breed, age, weight, chewing style and strength, dietary needs, allergies and any health conditions;
actively supervising your dog at all times while it uses, chews or consumes any Freezbone product — Freezbone products must never be given to an unattended dog;
reading and following all product instructions, preparation and feeding guidance (including freezing instructions), sizing recommendations and safety warnings supplied with or published for each product;
regularly inspecting the product and immediately removing and discarding it once it becomes damaged, worn, or reduced to a size that could be swallowed or pose a choking hazard, and immediately removing any detached pieces;
ensuring fresh drinking water is always available, and introducing any new product gradually;
keeping products out of reach of children — Freezbone products are intended exclusively for dogs and are not for human consumption;
consulting your veterinarian before use if your dog has any health condition, dietary sensitivity or history of gastrointestinal issues, and seeking immediate veterinary attention if your dog shows any sign of choking, distress or adverse reaction.

Use of a Freezbone product without complying with this Section 7.2 — including any failure to supervise, to select an appropriately sized product, or to remove a worn or damaged product — constitutes misuse of the product, for which Freezbone accepts no liability to the fullest extent permitted by law.

7.3 Assumption of risk and exclusion of liability. To the fullest extent permitted by applicable law:

you voluntarily assume all risk of harm to your pet arising from the inherent risks described in Section 7.1 that materialise despite the product being free from defects and despite our compliance with our legal obligations; and
Freezbone, its officers, employees and agents exclude all liability for any injury, illness, choking, ingestion, gastrointestinal blockage or obstruction, allergic reaction, dental or other injury, distress, or death of any pet, arising out of or in connection with the use, misuse, chewing or consumption of any Freezbone product — whether the claim is framed in contract, tort or delict (including negligence), breach of statutory duty or otherwise — where such harm results from misuse of the product (Section 7.2), from the inherent risks described in Section 7.1, or from any cause other than a defect in the product or our failure to comply with our legal obligations.

Nothing on the Website or its packaging is veterinary advice, and our products are not veterinary products.

7.4 What this Section does not exclude. This Section 7 does not exclude or limit any liability that cannot be excluded or limited under applicable law, including: liability for damage caused by a defective product under applicable product liability law (including national implementations of the EU product liability rules); liability where goods lack conformity with the contract under your statutory guarantee (Section 6); liability for death or personal injury caused by our negligence; or liability for our fraud. Subject to those exceptions, this Section 7 applies to the maximum extent the law allows, and if any part of it is held unenforceable in a particular country, the remainder continues to apply there to the fullest extent permitted.

8.Intellectual property

The Website and everything on it — text, images, photography, video, graphics, logos, trade marks, trade dress, product designs, software and site architecture — are owned by or licensed to Freezbone and protected by intellectual property laws worldwide. FREEZBONE and our logos are our trade marks; no licence to use them is granted or implied.
We grant you a limited, revocable, non-exclusive, non-transferable licence to access and use the Website for personal, non-commercial purposes. Any other use — reproduction, distribution, modification, public communication, commercial exploitation, or creation of derivative works — requires our prior written permission.
All rights not expressly granted are reserved. We actively enforce our intellectual property rights worldwide.

9.Automated access, scraping & AI

Except as permitted by non-waivable law, you may not, without our prior written consent:

access the Website by any automated means (bots, crawlers, scrapers) other than public search engines indexing for search results;
extract, harvest, mine or compile data, content, images, pricing or reviews from the Website, whether manually or by automated means;
use any Website content to train, fine-tune, ground or otherwise develop any machine-learning or artificial-intelligence model or dataset;
frame, mirror or embed the Website or bypass any technical protection or access-control measure.

We may block, throttle or take legal action against any access in breach of this section.

10.Reviews & submitted content

By submitting a review, rating, photograph, video or other content (“Submitted Content”) to Freezbone — directly, through the Website, or through a third-party review platform we use (such as Loox) — you grant Freezbone Limited and its affiliates a worldwide, royalty-free, non-exclusive, transferable, sublicensable licence to use, reproduce, modify, adapt, edit, translate, publish, distribute and display that content, in whole or in part, in any media now known or later developed, for commercial and marketing purposes, including advertisements, social media, email marketing, our websites, product listings and promotional materials. This includes the right to display your first name, last initial, review text, star rating and any photographs or videos you submit, and to pair your Submitted Content with our own text, imagery or branding.

You represent that your Submitted Content is your own original work, reflects your honest opinion and genuine experience with our products, and does not infringe anyone else's rights. Incentivised or fabricated reviews are prohibited.
You will not receive compensation for our use of Submitted Content. The licence is non-exclusive — you keep ownership and may use your content however you wish.
We may moderate, decline to publish, or remove Submitted Content at our discretion, including content that breaches Section 11. We publish and label reviews in accordance with EU consumer transparency rules.
Where our use of Submitted Content relies on your consent under data protection law, you may withdraw it at any time by emailing team@freezbone.com: we will stop using your content in new and future marketing and remove it from channels under our control without undue delay, though we cannot recall physical or third-party materials already published or distributed. See our Privacy Policy for details.

11.Acceptable use

You agree not to use the Website or our messaging programme to do, send, post or transmit any of the following:

anything unlawful, fraudulent or misleading, or that promotes an unlawful product, service or activity;
anything defamatory, threatening, harassing or stalking, or content that is obscene, hateful or discriminatory on the basis of race, sex, religion, nationality, disability, sexual orientation or age;
viruses, worms, trojans or other harmful code, or pirated software or content;
anything that interferes with the security, integrity or performance of the Website, including attempts to gain unauthorised access to our systems, servers, databases or other users' accounts;
other people's personal data without authority, including health data;
impersonation of any person or entity, or misrepresentation of your affiliation with anyone.

We may remove content, restrict features, or suspend or terminate access for breach of this section (Section 17).

12.Text messaging programme

Opt-in. If you actively opt in to our text messaging programme, you agree to receive recurring automated promotional and personalised marketing messages (such as cart reminders) at the mobile number you provide. By providing a number you confirm it is your own and that you are its authorised user. Consent is not a condition of any purchase. Message and data rates may apply per your mobile plan; message frequency varies.
Opt-out. Reply STOP, END, CANCEL, UNSUBSCRIBE or QUIT to any message to opt out; you may receive one final message confirming your opt-out. You can also opt out, or exercise any data protection right, by emailing team@freezbone.com. For the fastest processing use the keywords exactly, as our platform may not recognise altered or expanded wording — if an automated opt-out fails, email us and we will action it.
Delivery of messages depends on third-party carriers and networks, whose availability we do not control.
Our processing of your personal data in the programme is described in our Privacy Policy.

13.Third-party services & links

The Website may link to or integrate third-party websites, platforms and services (including social media, review platforms and payment providers). We do not control them and are not responsible for their content, availability or practices. Your use of a third-party service is governed by that third party's own terms and privacy policy.

14.Website disclaimers

We work to keep the Website accurate, secure and available, but — to the extent permitted by law, and without affecting your statutory rights in relation to products you purchase (Sections 5–6) — the Website itself and its informational content are provided without warranties of any kind. We do not guarantee that the Website will be uninterrupted, error-free or free of harmful components, and we may modify, suspend or discontinue any part of it. Product images are illustrative; minor variations in colour and appearance may occur. Nothing on the Website constitutes veterinary, medical or other professional advice.

15.Limitation of liability

What we never exclude. Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) liability for defective products under applicable product liability law (including national implementations of the EU Product Liability rules); (d) your statutory consumer rights and guarantees; or (e) any other liability that cannot be excluded or limited under applicable law.

What we are liable for. Subject to the paragraph above, we are liable for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

What we are not liable for. Subject to the first paragraph, we are not liable for: loss or damage that is not foreseeable; loss arising from your breach of these Terms or use of a product contrary to its instructions and warnings (Section 7); loss caused by events outside our reasonable control (Section 18); or — where you use the Website or products for any business purpose — loss of profit, loss of business, business interruption or loss of business opportunity.

Cap for non-consumer claims. For any user acting for purposes relating to a trade, business, craft or profession, our total aggregate liability arising out of or in connection with these Terms shall not exceed the greater of (i) the amounts paid by you to us in the 12 months preceding the event giving rise to the claim and (ii) €100. This cap does not apply to consumers and does not apply to the liabilities listed in the first paragraph.

16.Your responsibility for misuse

If a third party brings a claim against us arising from content you submitted in breach of Section 10 or 11, or from your fraudulent or unlawful use of the Website, you are responsible for the losses, damages and reasonable costs we incur as a direct result, to the extent caused by your breach and permitted by applicable law. This section does not apply to ordinary, good-faith use of the Website or our products.

17.Suspension & termination

We may suspend or terminate your access to the Website (including any account and the messaging programme) where you materially or repeatedly breach these Terms, where we are required to by law, or where necessary to protect the security of the Website or other users. Unless the breach is serious or urgent, we will give you notice and an opportunity to remedy first. Termination does not affect accrued rights, including your rights in respect of orders already placed, and Sections 8–10, 15, 16, 21 and 22 survive termination.

18.Force majeure

We are not liable for delay or failure to perform caused by events beyond our reasonable control, including natural disasters, epidemics, war, civil unrest, labour disputes, carrier failures, power or network outages, or acts of authorities. We will notify you of any material delay and take reasonable steps to minimise it; your statutory rights (including the delivery rights in Section 4 and withdrawal rights in Section 5) are unaffected. If such an event prevents performance for more than 60 days, either party may cancel affected orders, and we will refund any payments for undelivered products.

19.Business customers

If you use the Website or purchase products in the course of a trade, business, craft or profession: the consumer-specific provisions of these Terms (including Sections 5 and 6) do not apply to you; the Website and products are provided “as is” to the fullest extent permitted by law; the liability cap in Section 15 applies; and you indemnify us against claims arising from your breach of these Terms. These Terms constitute the entire agreement between us, and you confirm you have not relied on any statement not set out in them (nothing in this paragraph limits liability for fraud).

20.Changes to these Terms

We may update these Terms from time to time — for example to reflect changes in law, our products or our operations. The version in force when you place an order governs that order. For material changes affecting ongoing services (such as the messaging programme), we will give you reasonable advance notice by email or a prominent Website notice, and you may stop using the service before the changes take effect. Continued use after the effective date of duly notified changes constitutes acceptance only where the law allows.

21.Governing law & disputes

Consumers. These Terms are governed by the laws of Ireland. However, if you are a consumer resident in another country, you also benefit from any mandatory protections of the law of your country of habitual residence, and nothing in this section deprives you of them. You may bring proceedings in the courts of Ireland or of your country of residence; we may bring proceedings against you only in the courts of your country of residence.
Business users. These Terms and any non-contractual obligations are governed by the laws of Ireland, and the courts of Ireland have exclusive jurisdiction.
Talk to us first. If you have a complaint, contact team@freezbone.com — most issues are resolved quickly and directly.
Alternative dispute resolution. If we cannot resolve a dispute directly, you may be able to refer it to a certified consumer ADR body in your country. Except where participation is mandatory under applicable law, we will decide on a case-by-case basis whether to participate in ADR and will inform you of our decision.
No mandatory arbitration. Nothing in these Terms requires you to arbitrate or waives any right you have to bring proceedings in court.

22.General provisions

Severability. If any provision of these Terms is found invalid or unenforceable, it will be enforced to the maximum extent permissible and the remainder will remain in full force.
No waiver. Our failure to enforce any provision is not a waiver of it or of our right to enforce it later.
Assignment. We may transfer our rights and obligations under these Terms to another organisation (for example on a sale of our business); this will not reduce your rights. You may not transfer yours without our written consent.
Third parties. These Terms do not create rights enforceable by anyone other than you and us, except that our affiliates may enforce Sections 8–10.
Language. These Terms are drawn up in English. Where we provide translations, the English version prevails to the extent permitted by law.
Privacy. Our handling of your personal data is governed by our Privacy Policy, which forms part of your relationship with us but does not require your agreement — your data protection rights apply by law.

23.Contact

Freezbone Limited
The Black Church, St. Mary's Place, Dublin 7, D07 P4AX, Ireland
Company registration no. 806716 (Ireland)
team@freezbone.com

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