Terms & Conditions

These Terms and Conditions (together with our Privacy Policy) govern the relationship between you and us and the legal terms under which you purchase and we deliver the services available on our website. Please make sure you read and understand these before purchasing anything on the website. If you do not agree to these Terms and Conditions please do not submit any orders.

By using our website and ordering you accept these Terms and Conditions.

We reserve the right to amend these Terms and Conditions at any time and at our sole discretion, including in order to reflect changes in our products or services, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities. If you are a subscriber, you will be notified of any changes to the Terms and Conditions by email. If you do not agree to the changes, you may cancel your subscription in accordance with paragraph 6 of these Terms and Conditions.

Please find below an overview of the sections of the Terms and Conditions:

    1. WHO ARE WE?
    13. GIFT CARDS
    14. FREE TRIAL


Note that paragraph 17 concerns specifically the ecommerce one-time and subscription litter purchases (on the "Litter" section of the website); the rest of sections applies to all NatusanTM offers available on the website.



1.1 Natusan UK part of Direct2Pet Europe B.V Taylorweg 5, 5466AE Veghel, Netherlands.
1.2 We operate the website natusan.co.uk.
1.3 We offer online sales of subscription-based and one-time natural cat litter to parts of Mainland UK. 
1.4 You can contact us via help@natusan.co.uk, by telephone on 020 3389 9331 (9AM-5PM, working days), or by booking a callback.



2.1 Our service is intended for the use of Mainland UK residents for ecommerce litter orders (one-time purchases and subscription purchases);
2.2 By ordering/subscribing to the service through our site, you confirm that:
2.2.1 you are legally capable of entering into binding contracts;
2.2.2 you are at least 18 years old; and
2.3 To order/subscribe to our service:
2.3.1 you must create a user account, on which you can add and edit information relating to you and your pet(s). We reserve the right to deny the creation of your account at our sole discretion;
2.3.2 to register, you must provide us with your current email address and choose a secure password for this account. You will be solely responsible for keeping your password confidential;
2.3.3 you must ensure that all information provided by you upon registration and ordering is accurate and complete - including payment details and leave safe instructions;
2.3.4 you must inform us of any changes to the information provided, directly on your account - this includes your payments details as we will not be able to process your order (or any further monthly orders) if we cannot take payment from your card;
2.3.5 the contract for the subscription services or for a one-time purchase will be formed when we email you confirming acceptance of your subscription or your order. 
2.4 Once we have confirmed your subscription,
2.4.1 you accept all recurring monthly payments until you cancel the service in accordance with these Terms and Conditions;
2.4.2 you can cancel your subscription at any time by contacting our Customer Care team (see paragraph 6: Unsubscribing of subscription).



3.1 If you are subscribing as a consumer, and you have changed your mind about receiving the subscription service or a one-off order, you have the right to cancel your subscription within 14 days of receiving your first product, or the relevant order, without giving any reason under the following conditions:
3.1.1 You notify us that you wish to exercise your right to cancel within 14 days of delivery of your first product or the relevant one-off order. You may do this by contacting us using the details set out in paragraph 1. You may use the Model Cancellation Form at the end of these Terms and Conditions but this is not mandatory.
3.1.2 The product must be unused and sealed as originally delivered to you.
3.1.3 The goods should be returned, at your cost, within 14 days of you telling us that you have changed your mind.
3.1.4 Where the above applies, we will refund you within 14 days of the day we receive the product(s) back from your or within 14 days of you providing evidence to us that you have returned the goods to us. We will not refund you the cost of returning the goods to us. Please take reasonable care of the goods in your possession as we may reduce your refund of the price to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop.
3.1.5 This cancellation right is separate from any legal rights you may have if there is an issue with the service such as the product not being of satisfactory quality.
3.2 We want you to be satisfied with the service and our products. If you are not satisfied for any reason please:
Give us a call at 020 3389 9331, or
Send an email to help@natusan.co.uk 
3.3 In the unlikely event that we are unable to resolve a complaint with you directly, you have the right to refer the dispute to the EU’s Online Dispute Resolution Platform at http://ec.europa.eu/odr
3.4 If you are not exercising your right to cancel as described under paragraph 3.1 and your product is not faulty and you wish to return your product for any other reason you will be required to pay the costs of return (and may not be eligible for a refund).


4.1 You may unsubscribe at any time.
4.2 In order for the cancellation of your subscription to take effect before your next scheduled delivery date, you must unsubscribe at least 6 days before the scheduled delivery date.
4.3. To end your subscription, you can either
4.3.1 call our customer care team on 020 3389 9331, any working day between 9AM and 5PM;
4.3.2 live Chat our Customer Care Team, any working day between 9AM and 5PM;
4.3.3 email help@natusan.co.uk; or
4.3.4 book a callback for a time and date that suits you (provided it is at least 6 days before the next scheduled delivery date as stated in paragraph 4.2).
4.4 Once your subscription has been cancelled, your recurring charges will stop:
4.4.1 before your next scheduled delivery if cancellation happens at least 6 days prior to this (see paragraph 4.2); or
4.4.2 after the next delivery if not notified at least 6 days before the next delivery (and you will still receive the next delivery).
4.5 You will receive confirmation that your subscription has been ended via email.


5.1 The price of the service will be as quoted on our site and you will be charged the applicable price at the time of delivery, except in cases of obvious errors.
5.2 Service price includes VAT.
5.3 We reserve the right to adjust price, at our sole discretion, at any time and:
5.3.1 such changes will not affect orders already sent;
5.3.2 if you have subscribed to a service, you will be notified by email of price changes before your next scheduled payment is due;
5.3.3 your acceptance of deliveries after the effective date of a price change will constitute your acceptance of the price changes;
5.3.4 otherwise, you will be able to cancel your subscription at any time (in accordance with the conditions stated in paragraphs 3 and 4) by contacting the customer care service (see paragraph 5.3).
5.4 We accept payment for the service by debit and credit cards (Visa, Mastercard or American Express).
5.5 If payment does not work:
5.5.1 an attempt to charge your credit card will be automatically made every 3 days until successful;

5.5.2 if attempts to charge you fail for more than 18 days (i.e. 6 attempts), your subscription will be automatically cancelled without notice.



6.1 We reserve the right to refuse or cancel subscription orders at our sole discretion.
6.2 If we do so, you will only be charged for orders that have been shipped to you.

6.2.1 Such orders will include collection.



7.1 You acknowledge that your use of this site and its content is at your own risk. To the maximum extent permitted by law, we disclaim all warranties and all liability with regard to this site and the information, services and materials contained on the site or accessed via the site.
7.2 You acknowledge that the litter kit/bags provided by us is intended for cats in good health conditions. It is your responsibility as a cat owner to be aware of your cat's intolerances and ability to use our cat litter. 
7.3 We shall not be liable for any loss or damage that results from the use of our product or service in a manner and for a purpose other than the purpose for which it is intended.
7.4 Except for liability which we cannot limit, restrict or exclude by law we shall have no liability to you or any third party for any direct, indirect or consequential losses or damages (including loss of profits), or any other damages of any kind whether or not they are foreseeable to both you and us at the point of sale or use of our website.
7.5 Customers should be aware that kits/bags from NatusanTM are heavy, and so extra care should be taken when accepting delivery and unpacking.
7.6 Except as expressly set out in these Terms and Conditions, our liability to you shall not exceed the purchase price of the product or the subscription which is the subject of any dispute between you and us.
7.7 Each of the paragraphs of these Terms and Conditions operates separately. If any relevant authority decides that any of them are unlawful or otherwise unenforceable, the remaining paragraphs will remain in full force and effect.
7.8 If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, or if we delay in taking steps against you in respect of your breaking this contract, that will not prevent us from taking steps against you for doing those things at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment later on.
7.9 Regarding failures of charges, please refer to paragraph 5.5.



8.1 When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. You agree to this electronic means of communication.



9.1 This contract is between you and us. No other person shall have any rights to enforce any of its terms.



10.1 We are the owner or the licensee of all intellectual property rights in our site and in our products, whether registered or unregistered, and in the material published on our site. These works are protected by copyright laws and all such rights are reserved.
10.2 You may print off a copy, and may download extracts, of any pages from our site for your personal reference. You must not use any part of our copyright materials or other intellectual property belonging to us for commercial purposes without first obtaining a license to do so from us and our licensors.
10.3 If you post comments on the products or service to any website, blog or social media network you must ensure that such comments represent your fairly held opinions.



11.1 These Terms and Conditions are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction.



12.1 Introduction
12.1.1 These rules apply to all contests, prize draws, promotions, and giveaways that are promoted on and run through our website, our social media channels or our litter waste calculator (each a “contest”).
12.1.2 The promoter is Natusan UK part of Direct2Pet Europe B.V Taylorweg 5, 5466AE Veghel, NetherlandsG).
12.1.3 There is no entry fee and no purchase necessary to enter our contests.
12.1.4 Entry into the contest will be deemed as acceptance of these terms and conditions.
12.1.5 The applicable terms and conditions for any contest will be the terms and conditions available on our website at the time of entry into the contest.
12.2 Eligibility and entry restrictions

12.2.1 To be eligible to enter a contest, you must have a delivery address within Mainland UK excluding the following postcodes: BT, GY, JE or BF be aged 18 years or over, not be Mars Petcare UK employee and/or anyone involved in the contest.
12.2.2 Only one entry will be accepted per person. Multiple entries from the same person will be disqualified.
12.2.3 Route to entry and rules for the contest and details of how to enter will be explicitly explained for each contest.
12.3 Start and closing date
12.3.1 Opening date for entry will be either on the time and on the date specified on our website and/or social media channels, or on the date on which the contest is first published if nothing is specified.
12.3.2 Similarly, closing for entry will be at the time and on the date specified on our website and social media channels.
12.3.3 Any entries received before the opening or after the closing of the contest will be invalid and will not be entered into the contest.
12.3.4 No responsibility can be accepted for entries not received for whatever reason.

12.4 Judging


12.4.1 Winners will be selected at random from all eligible entries received and on the basis of any criteria specified on our website and/or social media channels in relation to the contest.
12.4.2 If an entrant does not meet the eligibility requirements, that entrant will not be entitled to be the winner and to win a prize in any circumstances.
12.4.3 Our decision in respect of all matters to do with the contest will be final and no correspondence will be entered into.
12.4.4 The contest and these terms and conditions will be governed by English law and any disputes will be subject to the exclusive jurisdiction of the courts of England.

12.5 Winners and prizes


12.5.1 Prizes for each contest will be specified on our website or social media channels.
12.5.2 Prize winners will be notified of the contest result by email (if address is asked for/provided) or by direct message on social media (winners must therefore ‘like’ or ‘follow’ our social media pages in order to be contacted about prizes) not more than 30 days following the closing date of the contest.
12.5.3 Reasonable efforts will be made to contact the prize winner for 14 days but if the winner fails to respond within this time, to provide an address for delivery of the prize, to meet any of the eligibility requirements or to comply with the contest terms and conditions, we reserve the right to disqualify that entrant and offer the prize to the next eligible entrant and thereafter until a winner is found.
12.5.4 The results of a contest will be announced on our website within 30 days following the closing date of the contest. The announcement may include the name and the town or region of residence and prize details of each prize winner as specified when entering.
12.5.5 No cash alternative to the prizes will be offered. The prizes are not transferable. Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value without giving notice.
12.6 Publicity and privacy
12.6.1 The winner agrees that his/her name may be announced on social media. We may ask you to participate in further publicity, as agreed with you. The winner can request for their personal data to be deleted by contacting Natusan at help@natusan.co.uk although the Natusan cannot be held responsible if such request means that it is unable to complete delivery of the winner's prize or assist them following deletion of their personal data. 
Personal data provided will be used for the purposes of administering the promotion only. Please see Promotor’s Privacy Policy
14.6.2 The winner's details (surname and county only) will be available for a period of 3 months by sending an SAE to Natusan, Direct2Pet Europe, Freeby Lane, Melton Mowbray, LE14 4RS.
14.6.3 Our contests on social media are not sponsored, endorsed or administered by, or associated with, Facebook, Twitter, Instagram, LinkedIn or any other social network. 
12.7 Free delivery.
From time to time, we may offer free shipping on our website. In that case, the conditions set out in this paragraph shall apply.
12.7.1 Get free delivery on all items ordered at the same time during the promotional period detailed on our website.
12.7.2 This offer is not exchangeable for cash and is non-transferable.
12.7.3 Natusan reserves the right to discontinue a free delivery promotion at any time without prior notice and/or to change the amount required for eligibility.
12.8 Discount Codes

From time to time, we may send you a discount code or post one on our website. In that case, and in addition to any specific terms stated alongside the discount code, the conditions set out in this paragraph shall apply.
12.8.1 All discount codes are applied to the value of the order (subject to a maximum of 5 items per order), excluding delivery costs and are subject to our general Terms and Conditions. 
12.8.2 The discount code must be entered in to the Discount Code field on the basket page and applied for the discount to be deducted from the order
12.8.3 Unless stated discount codes cannot be combined and only one offer can be applied to any order.
12.8.4 Discount codes are limited to one use per household and will only apply to the first delivery for those customers who choose to subscribe to receive Natusan on an ongoing basis
12.8.5 The following discount codes are valid for new customers only:  IDENT50
12.8.6 Natusan reserves the right to discontinue discount codes at any time without prior notice and/or to change the amount required for eligibility.



13.1 From time to time, we may offer gift cards for sale on our website. In that case, this paragraph's conditions apply.
13.2 The functioning of Gift cards is as follows:
13.2.1 you purchase the desired Gift card (with the amount of litter and/or length of subscription associated depending on the offer chosen) directly on Natusan website and pay the whole amount up front at the time of purchase;
13.2.2 you will receive a confirmation email with a link to your gift card to be used or shared with the person to whom you wish to offer it;
13.2.3 you or the recipient may use the gift card by signing up for a one-time litter purchase or for a subscription by entering the code specified on the gift card at the checkout within a certain amount of time of the gift card purchase date (this will be stated on the gift card);
13.2.4 you or the recipient will then receive the Natusan offer for the amount/length of the pre-paid purchase/subscription without further payment.
13.3 In case of subscription, we will contact the subscriber before the pre-paid subscription comes to an end to remind the subscriber that the pre-paid subscription is coming to an end and to give the option to sign up to an ongoing paying subscription.
13.4 If you are purchasing a gift card as a consumer, and you have changed your mind, you have the right to cancel your gift card within 14 days of ordering it provided that it has not been used. In order to exercise this right you must notify us using the contact details in paragraph 1, within 14 days of ordering your gift card. You may use the Model Cancellation Form at the end of these Terms and Conditions but this is not mandatory.
13.5 Where the above applies, we will de-activate the gift card and refund you within 14 days of you notifying us. As noted above, the gift card must be unused in its entirety.
13.6 Gift cards cannot be sold and/or partly/entirely exchanged for cash.
13.7 Gift cards are valid for a single transaction only and cannot be part redeemed.
13.8 We are not responsible if a gift card code is lost or stolen and no replacement will be provided in these circumstances.



14.1 From time to time, we may offer free trials on our website. In that case, this paragraph's conditions apply.
14.2 Our free trial offers entitle you to try the Natusan service for a certain period of time/amount of litter clearly stated on the Free trial offer.
14.3 Our free trial offers are limited to one per household and one usage.

14.4 In case of a free trial of a subscription service, the free trial period commences from the moment we confirm your subscription by email. If you decide you do not want to continue paying for a NatusanTM subscription at the end of your free trial period, you can unsubscribe in accordance with paragraph 6 of our Terms & Conditions. Please note that failure to unsubscribe in advance of your free trial period ending in accordance with the requirements set out in paragraph 6 will result in you being charged for the next delivery.



15.1 About the service and product(s) details,
15.1.1 The images of the products on our website are for illustrative purposes only and the packaging of the product may vary slightly from that shown in images.
15.1.2 The product delivered will conform with its written description, be of satisfactory quality, and be reasonably fit for the purposes for which it is supplied.
15.1.3 Ecommerce litter purchases consist of the delivery of different offers (various amount of litter, for one-time purchase or on a recurring basis) detailed on the Product pages of the "Litter" section of our website ("Description").
15.1.4 Concerning potential variations to the product: we reserve the right to make minor changes to the product without notice and at our sole discretion; if it is necessary to make any significant or material changes to the product for which you have a subscription we will inform you first and you will either: consent to the changes; or cancel or swap your subscription. Please note that, after our notice, if you continue to use the service without any active behavior –consent or cancellation– we will consider your tacit agreement to the changes.
15.2 About the order processing
15.2.1 Click on the product description, to see the product details, select a quantity and add to cart. The selected product will be placed in a virtual shopping cart.
15.2.2 [For subscription] Select as well your delivery interval as proposed on the product pages.
15.3 About prices and shipping charges,
15.3.1 All prices include statutory VAT and exclude shipping costs. We do not sell to businesses; therefore we do not issue VAT receipts, nor do we refund the VAT.
15.3.2 Regarding shipping charges. The exact cost of delivery is determined by your postcode and the total cost of your order. All delivery costs will be set out before you finalize the purchase at checkout. Orders weighing over 20kg will be dispatched in 2 or more parcels (depending on weight).
15.4. Concerning dispatch and delivery
15.4.1 The delivery for ecommerce one-time and subscription purchases are available to all Mainland UK postcodes means all UK postcodes excluding all postcodes that begin with BT, GY, JE, BF.
15.4.2 This list of available postcodes within UK will increase gradually and regularly. We encourage you to check the availability in your area from time to time.
15.4.3 Before checkout, we will tell you whether we can deliver to your address.
15.4.4 Unless stated otherwise in the offer or product details, we will aim to deliver within 3 to 5 working days of order.
15.4.5 We are not responsible for changes to your delivery time due to circumstances outside of our control (e.g. adverse weather conditions). However, we will inform you as soon as possible should this situation arise.
15.4.6 We reserve the right to make changes to delivery dates at our sole discretion. You will be informed by our customer care team of any such changes. If the new delivery dates are not suitable for you, you will be given the option to cancel the service before the change takes place.
15.4.7 In the event that Natusan is unable to deliver the ordered product because Natusan itself is not supplied by its own suppliers, Natusan may withdraw from the contract. In such a case, Natusan shall inform the customer without delay and propose a comparable product. If a comparable product is not available, or if you do not wish to have that product delivered, Natusan shall, without delay, reimburse payments made by you. 
15.4.8 In the event that supplied products are damaged when they arrive, please contact the Natusan customer care service on help@natusan.com as soon as possible to allow Natusan to lodge a complaint with the carrier or transport insurer regarding the damage. If you fail to provide notification of damage within a specified time frame, this shall not have any effect whatsoever on your statutory rights regarding defective products. 
15.4.9 In order to fulfill your orders Natusan will pass on your address, email address, and if available a contact phone number to the delivery company authorised to delivering the goods. Please see our Privacy Policy for further details regarding how we collect and process your data. 
15.4.10 We will also use the contact details you provided to us to contact you in connection with your order. You must ensure that your contact details are accurate and kept up to date. 
15.4.11 The leave safe location specified shall be within the area of the delivery address and shall be accessible for the courier without need to enter or trespass on any private property. We will endeavor to follow any delivery instructions you provide but this cannot be guaranteed.
15.4.12 We are not responsible for any damage or loss of the product from the leave safe location specified by you. 
15.4.13 If no leave safe instructions are specified, the order will be left in front of your door and we accept no responsibility for any damage or loss of items. 
15.4.14 No refund will be given for damages or losses that occur after the confirmation of delivery email has been sent.
15.4.15 You may report damaged and / or missing products and non-delivery by emailing us at help@natusan.co.uk

15.5 Terms and conditions related to cancellation rights, returns and refunds for e-commerce purchases can be found in paragraph 5 above.



16.1 We want you to be completely satisfied with your purchase, however, if you’ve tried our litter or Lovebug cat food, and are unsatisfied in any way, you can make a claim under our 30-Day Money-Back Guarantee without giving any reason subject to the following conditions.
16.2 This offer is limited to one claim per household in any 12 month period. We will refund the full amount of the order you are claiming for provided that you return the unopened and unused packs to us where requested to do so (see paragraph 16.5).
16.3 This is only available for products purchased when the 30 Day Money-Back Guarantee is advertised on our website. 
16.4 You must notify us that you wish to make a claim against our 30-Day Money-Back Guarantee within 30 days of receiving your order (for one-off purchases) or the first instalment of your order (for subscriptions including Collect & Compost). You may do so by contacting us using the details set out in paragraph 1.
16.5 If you are claiming a refund for more than one bag, please contact our customer service team to discuss returns of the unopened and unused packs. If we request you to return such packs, unless otherwise agreed with us, any shipping costs incurred for the return of the product will be borne by the customer.
16.6 We will issue you with a full refund (minus any shipping paid and not including any costs incurred by you for returning any unused product(s)) to the same payment card with which the order was made, within 14 days of you notifying us. 

16.7 We reserve the right to amend or cancel this promotion at any time without notice.
16.8 This offer is separate from any legal rights you may have if there is an issue with the service such as the cat litter kit/bags not being of satisfactory quality or any cancellation rights you may have as detailed in Paragraph 4.



17.1 All Natusan product comparison claims, including claims relating to weight, waste, price and odour, have been made based on comparisons with other litters and are based on our internal studies. For any questions regarding product comparison claims, please see our FAQ section or contact out Customer Care team who will be able to provide further details of the comparison claims.

"Natusan produces 65% less waste". Claim based on a study where we compared Natusan clumping litter to 3 other high performance, premium non-clumping litter. Last comparison conducted in August 2020.

"Save up to £120 a year by switching to Natusan".  Claim based on the average monthly consumption of Natusan clumping litter vs. non-clumping premium litter

"Natusan is 60% lighter than mineral based clumping litters". Natusan litter has a density of 330-480 grams per litre while a mineral-based clumping litter has a density of approx. 1kg per litre. Per kg, this means Natusan is approx. 60% lighter if we take the average density of 405 grams per litre.

"Spend 75% less time cleaning with Natusan litter". Claim based on needed to do a full tray change once a month with Natusan vs. a weekly change for non-clumping litters.

"40,000kg of waste reduced so far". Based on waste savings of 65% by switching to Natusan litter (see above for information on 65% claim) 

"An estimated 2 million tons of cat litter goes to landfill every year in the UK". Based on calculations from figures extracted from 2018 Paw Report, Nielsen Consumer Panel July 2020 and 2019 Department of Environment Food & Rural Affairs as of June 2020


These website Terms and Conditions were last updated in April 2023 and supersedes any other existing version.


Annex - Model Cancellation Form


Complete and return this form only if you wish to withdraw from the contract.

To Natusan,
[Natusan UK part of Direct2Pet Europe,3d Dundee Road, Slough, Berkshire SL1 4LG]

[020 3389 9331]

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the Natusan service,
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
[*]Delete as appropriate