Terms of sale

These terms apply when you buy from willowandpaw.co.uk. Please read them before you order; by placing an order you agree to them. They don't affect your legal rights as a consumer.

1. Who we are

Willow & Paw is a trading name of Sofitech Consulting Ltd, a company registered in England and Wales, number 14249786, with its registered office at Flat 9, Wheat House, Peacock Close, London NW7 1LF. Contact us at contact@willowandpaw.co.uk. We aren't registered for VAT.

2. Who can buy

Our shop is for consumers aged 18 or over, buying for delivery to a UK mainland address (see delivery).

3. Our products

We describe and photograph our products as accurately as we can, but colours on screen can vary a little. Each product's page lists what's in the box, its specifications and its user manual. Our products are made in China and dispatched from the UK. Smart features need the Smart Life or Tuya app and a Wi-Fi network as described on each product page.

4. Prices and payment

Prices are in pounds sterling. We aren't registered for VAT, so no VAT is added. Delivery to UK mainland is free. The price you pay is the one shown at checkout. If we've made an obvious pricing error, we'll tell you and you can choose to cancel. You pay by card or wallet through Stripe when you order.

5. Your order and our contract

When you place an order and pay, we email you an order confirmation. That email is our acceptance of your order, and our contract with you starts when we send it. Keep it: it sets out what you bought, the price, delivery and your right to cancel. If we can't supply something (for example, it has sold out), we'll tell you and refund you in full.

6. Delivery

Order by 8 pm, Monday to Friday, for dispatch the next working day. Free UK mainland delivery in 2 to 3 working days. The goods are our responsibility until they're delivered to you, and become yours once you've paid and they've been delivered. If we can't deliver in that time we'll tell you, and in any case we must deliver within 30 days of your order unless we agree something else with you. If we don't, or we miss a delivery date you told us was essential, you can cancel for a full refund. Your other legal rights when a delivery is late aren't affected.

7. Your right to cancel

You can cancel your order within 14 days of the day you receive it, without giving a reason. Tell us by email (you can use the form below); you don't need our agreement. Then send the items back within 14 days. We refund you, including the original delivery charge, within 14 days of getting the items back or proof you've sent them. You pay the cost of sending the items back. We may reduce the refund if items have been used or handled more than you would in a shop. See returns and refunds.

8. If something is wrong

We must supply goods that are of satisfactory quality, fit for purpose and as described. If they aren't, you have rights under the Consumer Rights Act 2015, explained on our warranty page. We don't offer an extra guarantee beyond these rights.

9. Using our products safely

Please follow the safety instructions in each product's user manual. Our products are designed to help with pet care, not to replace it: check on your pets, their food and their water regularly, especially when you're away.

10. Our responsibility to you

Nothing in these terms limits or excludes your legal rights as a consumer, or our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence and for fraud. If we break these terms, we're responsible for loss or damage you suffer that was a foreseeable result. Our products are for household use, so we aren't responsible for business losses.

11. Your information

Our privacy notice explains how we use your personal information.

12. Complaints and the law

If you're unhappy, email contact@willowandpaw.co.uk and we'll do our best to put things right. These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or of Scotland or Northern Ireland if you live there.

Model cancellation form

If you'd like to cancel, you can copy this into an email to contact@willowandpaw.co.uk:

To Sofitech Consulting Ltd (Willow & Paw), Flat 9, Wheat House, Peacock Close, London NW7 1LF, contact@willowandpaw.co.uk:

I hereby give notice that I cancel my contract of sale of the following goods: [items], ordered on [date] / received on [date], order number [number].

Name: [your name]. Address: [your address]. Date: [today's date].