Warranty and your rights

We don't offer a separate manufacturer's guarantee. Your rights come from the Consumer Rights Act 2015, and nothing on this page, or anywhere else on our site, limits them.

What the law says

Under the Consumer Rights Act 2015, what you buy from us must be:

• of satisfactory quality: free of faults, and reasonably durable;
• fit for its purpose; and
• as described on our site.

If something isn't right

Tell us as soon as you notice. What you're entitled to depends on what's wrong and how long you've had the product:

• In the first 30 days after delivery, you can reject a faulty product and get a full refund.
• After that, you can ask us to repair or replace it, at our cost. If a repair or replacement isn't possible, or doesn't put things right, you can ask for a price reduction, or reject the product for a refund. A refund more than 6 months after delivery may take account of the use you've had.
• If a fault appears in the first 6 months, the law assumes it was there when the product was delivered, unless we can show otherwise. Later than that, you may be asked to show that it was.

The law also limits how long you have to bring a claim: usually 6 years from delivery in England, Wales and Northern Ireland, and 5 years from when you became aware of the problem in Scotland. That is a time limit for claims, not a guarantee that a product will last that long. How long a product should reasonably last depends on what it is and how it's used.

Normal wear, accidental damage and damage from using a product against its manual's safety instructions aren't usually faults. We look at every case on its own facts, and you keep your legal rights whatever we decide.

How to claim

Email contact@willowandpaw.co.uk with your order number, what's wrong, and a photo or short video if you can. We'll arrange a free return and sort it out as quickly as we can. For help setting up a product, the user manual is on each product page.