Terms of service

Last updated: 31 August 2026

1. About Milbies

These Terms and Conditions apply to your use of the website https://milbies.co.uk and to purchases made through the website.

The website and online store are operated under the trading name Milbies.

Legal business name: Milby LTD
Trading name: Milbies
Registered Office: Mantron 9, Villa 2B, 8574 Kissonerga, Paphos, Cyprus
Email: info@milbies.co.uk
Telephone: +357 97472828
Company or business registration number: HE478063

In these Terms, “Milbies”, “we”, “us” and “our” refer to the legal business identified above. “You” and “your” refer to the person using the website or purchasing from us.

The website is hosted using Shopify. Shopify provides the ecommerce platform, but any contract for the purchase of Milbies products is between you and Milbies.

2. Acceptance of these Terms

By using our website or placing an order, you agree to these Terms and Conditions, our Privacy Policy, Refund Policy and any other policies made available to you during checkout.

You must be at least 18 years old or otherwise have the legal capacity to enter into a contract.

Nothing in these Terms affects the statutory rights available to you as a consumer.

3. Product information

We take reasonable care to ensure that product descriptions, prices, images and availability information are accurate.

Product images are provided for illustration. Packaging, labels, colours and presentation may occasionally differ from the images shown without affecting the essential characteristics of the product.

Many Milbies products contain live beneficial organisms, including nematodes and other biological controls. These products may:

  • have a limited shelf life;

  • require specific storage temperatures;

  • need to be used within a particular period;

  • be sensitive to heat, frost or delays;

  • require specific environmental and application conditions; and

  • be classified as perishable products.

You are responsible for reading and following the product label, storage instructions, application guidance and any other instructions supplied with the product.

The performance of a biological control can be affected by factors outside our reasonable control, including storage, temperature, weather, soil conditions, pest lifecycle, timing, dosage and application method. This does not affect your rights where a product is faulty, damaged, incorrect or not as described.

4. Orders and contract formation

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

After placing an order, you should receive an electronic acknowledgement. This acknowledgement confirms that we have received your order but does not necessarily mean that the order has been accepted.

A contract is formed when we confirm that the order has been accepted or when the products are dispatched, whichever occurs first.

We may decline or cancel an order before dispatch where, for example:

  • the product is unavailable;

  • payment cannot be authorised;

  • delivery cannot be made to the address provided;

  • we identify suspected fraud or misuse;

  • an obvious pricing or product-information error has occurred; or

  • legal or regulatory restrictions prevent us from fulfilling the order.

If we cancel an order after payment has been taken, we will refund the affected amount.

Products placed in a basket are not reserved until the order has been accepted.

5. Prices and payment

Prices are shown in pounds sterling and include applicable taxes where required, unless clearly stated otherwise.

Delivery charges and any other applicable costs will be shown before you complete your purchase.

We currently offer standard UK delivery for £4.99 on orders up to and including £49.99. Standard UK delivery is currently free for orders over £49.99. The delivery amount shown at checkout is the amount applicable to your order.

We may change prices and promotions at any time. Changes will not affect an order that has already been accepted, except where the displayed price was an obvious error that a reasonable person would have recognised.

Payment must be made using one of the payment methods offered at checkout. Payments may be processed by Shopify or another authorised payment provider.

You confirm that you are authorised to use the payment method provided.

6. Availability and substitutions

All products are subject to availability. Live biological products may also be affected by seasonal production, temperature and transport conditions.

If a product becomes unavailable after you place an order, we will contact you. We may offer a suitable alternative, but we will not send a substitute without your agreement. You may instead cancel the affected product and receive a refund.

7. Delivery

We deliver to eligible UK addresses shown during checkout.

Live biological products must be delivered to a normal postal address. They should not be addressed to parcel lockers because delays or unsuitable storage conditions may damage the organisms.

You are responsible for providing a complete and accurate delivery address and for ensuring that delivery can reasonably be completed.

Delivery estimates are estimates unless we expressly agree to a guaranteed delivery date. We will deliver without undue delay and, unless another period has been agreed with you, no later than 30 days after the order is placed.

Please inspect your delivery promptly. Live products should be opened, stored and used according to the instructions supplied.

If delivery is delayed or prevented by an event outside our reasonable control, we will contact you where reasonably possible and take appropriate steps to minimise the effect of the delay. Your statutory rights in relation to late or failed delivery remain unaffected.

8. Risk and ownership

Responsibility for the products passes to you when they are delivered to you or to a person nominated by you.

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

9. Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at info@milbies.co.uk

We cannot guarantee that an order can be stopped once processing has begun, particularly where a live or perishable product has been prepared or dispatched.

If cancellation is possible, we will confirm it and arrange any applicable refund.

10. Change-of-mind cancellations

For standard, non-perishable products purchased online, you normally have the right to cancel within 14 days after the day on which you receive the products, without giving a reason.

You must then return the products within 14 days after telling us that you wish to cancel.

The right to cancel does not normally apply to products that are liable to deteriorate or expire rapidly. This may include live nematodes and other live biological controls with limited shelf lives or specific temperature and storage requirements.

Further information about cancellations, returns, exclusions and refunds is set out in our Refund Policy.

11. Faulty, damaged or incorrect products

We are under a legal duty to supply products that conform to the contract.

If a product is faulty, damaged, incorrect or not as described, contact us as soon as reasonably possible at info@milbies.co.uk

Please provide:

  • your order number;

  • a description of the problem;

  • photographs of the product and packaging where possible; and

  • information about how a live product was received, stored and applied, where relevant.

Please do not dispose of the product or packaging until we have had a reasonable opportunity to investigate, unless keeping it would be unsafe or unreasonable.

Depending on the circumstances and your statutory rights, we may provide a refund, replacement, repair or other appropriate remedy.

Nothing in these Terms restricts your rights under applicable consumer law.

12. Returns and refunds

Returns must be handled in accordance with our Refund Policy.

Please contact us before returning a product so that we can provide the correct instructions and return address. Do not send live biological products back without contacting us first.

For eligible change-of-mind returns, you will normally be responsible for the direct cost of returning the product.

Where a product is confirmed to be faulty, damaged or incorrect, Milbies will cover reasonable return costs or may provide a remedy without requiring the product to be returned.

13. Responsible use of products

Milbies products must be used only for their intended purpose and in accordance with the product instructions.

You must not use a product in a manner that is unlawful, unsafe or contrary to the label or supplied guidance.

Information on the website is general product guidance. It is not a substitute for professional agricultural, horticultural, environmental, medical or veterinary advice.

14. Website use

You may use the website only for lawful personal or business purchasing purposes.

You must not:

  • interfere with the operation or security of the website;

  • introduce malicious code;

  • attempt to gain unauthorised access;

  • use automated systems to extract website content without permission;

  • provide false or misleading information;

  • impersonate another person; or

  • use the website for fraudulent or unlawful purposes.

We may restrict access to the website where reasonably necessary for security, maintenance or legal reasons.

15. Intellectual property

The website and its content, including text, product descriptions, photographs, graphics, logos, design and branding, are owned by or licensed to Milbies and are protected by applicable intellectual-property laws.

You may not copy, reproduce, distribute or commercially exploit our content without prior written permission, except where permitted by law.

16. Third-party services and links

The website may contain links to third-party websites or use services provided by third parties, including Shopify and payment, delivery, analytics and review providers.

We are not responsible for the content or privacy practices of independent third-party websites. Your use of those services may be subject to their own terms and policies.

17. Our liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

  • death or personal injury caused by negligence;

  • fraud or fraudulent misrepresentation; or

  • breach of rights that cannot legally be excluded.

If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.

We are not responsible for losses that were not foreseeable, for losses caused by your failure to follow supplied instructions, or for business losses arising from a purchase made primarily for commercial purposes, except where applicable law provides otherwise.

18. Events outside our reasonable control

We will not be responsible for delay or failure caused by circumstances outside our reasonable control, including severe weather, transport disruption, postal delays, supply interruption, disease-control restrictions, government action or failures of essential networks.

This section does not affect any right you may have to cancel because of a significant delay or failure to deliver.

19. Personal information

We process personal information in accordance with our Privacy Policy.

For privacy-related questions, the currently published privacy contact is info@milbies.co.uk

20. Changes to these Terms

We may update these Terms from time to time to reflect changes to our business, products, website or legal obligations.

The Terms in force when your order is accepted will normally apply to that order. The current version will be published on the website with its latest update date.

21. Severability and waiver

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

If we do not immediately enforce a provision, this does not mean that we waive the right to enforce it later.

22. Governing law and disputes

These Terms and contracts made through the website are governed by the laws of Cyprus.

If you are a consumer residing in the United Kingdom, nothing in these Terms deprives you of mandatory consumer protections available under the law applicable to you.

Before beginning formal proceedings, please contact us so that we can try to resolve the matter.

Courts having jurisdiction under applicable consumer law may hear disputes arising from these Terms or an order.

23. Contact

Questions about these Terms or an order can be sent to:

Milbies
Legal operator: Milby LTD
Address: Mantron 9, Villa 2B, 8574 Kissonerga, Paphos, Cyprus
Email: info@milbies.co.uk
Telephone: +357 97472828