1. Nature of the shop
The Mizuu shop is an e-commerce channel operated by Mizuu under the "charity shop" model: a significant percentage of net profit is reinvested in verified shelters through the contribution to the common Solidarity Fund and the direct distributions described in these terms.
Mizuu acts as the seller to the end consumer. Products may be own-manufactured, from our own suppliers or synced from external catalogues (Bigbuy or others). The ultimate supplier is stated on each product page when it is relevant for warranty or returns.
2. Products and prices
The prices shown in the shop include the applicable VAT (standard rate 20% in the United Kingdom) and are expressed in pounds sterling. The price in the basket is the binding one for the transaction. Mizuu reserves the right to change prices and availability without prior notice, honouring orders already confirmed.
Product images are for guidance only. The product received may have minor cosmetic variations compared with the render on the product page.
3. Payment
Payment is made through Stripe Payments Europe Ltd., based in Dublin. Mizuu does not store your bank card details; Stripe processes the transaction under PCI-DSS Level 1 certification.
At least the following are accepted: Visa, Mastercard and American Express cards, Apple Pay and Google Pay, as well as other methods depending on the country (Bizum, SEPA, Sofort, etc.). If the charge fails, the order is cancelled automatically and the customer can retry it from the basket.
4. Shipping and delivery
Mizuu works with Sendcloud Global B.V. as its logistics intermediary, which will route the shipment to carriers such as Royal Mail, DPD, Evri, GLS or others depending on destination and weight. Indicative delivery times:
- Mainland Great Britain: 24-72 working hours.
- Highlands and Islands: 3-7 working days.
- Channel Islands: 5-10 working days (customs handling may apply).
Shipping costs are calculated in the basket before payment. Risk passes at the moment of delivery. If the parcel arrives visibly damaged, you must note this to the carrier on the delivery note and notify hola@mizuu.pet within a maximum of 48 hours.
4.1. Delivery to a veterinary practice as a collection point
When the food subscription is activated, a veterinary practice in the network may be chosen as the destination. The practice receives the order and notifies the customer with a 6-digit OTP code to confirm the physical handover to the adopter. The practice keeps the parcel for a reasonable period; if it is not collected within 30 days, it may return it to Mizuu.
5. Right of withdrawal
As a consumer you have the right to withdraw from the contract within 14 calendar days of receiving the product, without needing to give a reason. Exceptions (Consumer Contracts Regulations 2013):
- Opened products whose sealing affects health or hygiene (opened food, chewed toys, used health products).
- Perishable products.
- Personalised or made-to-order products.
To exercise this right: notify hola@mizuu.pet stating your order number. We will send you the instructions to return the product. We refund the full amount (including standard shipping costs) via the same payment method within a maximum of 14 days of receiving the product. Return costs are borne by the customer, except in the case of our error.
6. Statutory guarantee
Products come with the statutory guarantee of conformity established by the Consumer Rights Act 2015 for new goods. It covers manufacturing defects that appear during this period. It does not cover damage from misuse, accident or normal wear and tear.
To claim under the guarantee, contact hola@mizuu.pet providing your order number and a description of the defect, with photos if possible. We will tell you how to proceed with repair, replacement or, if that is not possible, a proportional refund.
7. Contribution to the Solidarity Fund
From every completed purchase in the shop, 15% of net profit is reinvested in verified animal shelters. The exact distribution formula may vary by product and category; the general breakdown applicable at the date this document was last updated is:
- Mizuu shop: 15% of net profit is allocated to the Solidarity Fund, which is shared proportionally among active, verified shelters with animals available.
- Food subscriptions (when activated), on the net profit of each payment: 15% directly to the adopter's original shelter, 20% as a contribution to the Solidarity Fund and 65% to Mizuu.
The actual distribution detail for each product may be shown on its page. Mizuu reserves the right to adjust the formula by publishing it here with at least 30 days' notice.
8. Invoicing and taxes
Each order generates an electronic invoice that the customer can download from their My orders dashboard. The invoice includes the VAT breakdown.
If the customer is a company, sole trader or professional entitled to reclaim VAT, they must first fill in their tax details in their profile so that they appear correctly on the invoice.
9. Complaints
For any complaint: hola@mizuu.pet. If you do not receive a satisfactory response within 30 days, you can turn to:
- The Online Dispute Resolution (ODR) platform.
- An approved Alternative Dispute Resolution (ADR) body for consumer disputes.
- The courts, in the consumer's place of residence.
