Free tracked UK delivery in 7 to 12 working days. On orders over £135, import VAT and a carrier fee may be due on delivery.

Returns and refunds

Last updated: 14 November 2026

Changed your mind

You can cancel your order within 14 days of delivery without giving a reason. In short:

  1. Email us first at team@stranovamedia.com within 14 days after the delivery, or use the online form on our cancellation rights page. Tell us your order number. We reply to confirm the return address and the order number, so that your parcel can be matched to your order.
  2. Send the goods back to the return address within 14 days after you told us.
  3. Get your refund within 14 days after we receive the goods back, or after you show us proof of postage if that is earlier. We refund the price you paid, which includes delivery.

Return address:
STRANOVAMEDIA LTD
20 Wenlock Road
London N1 7GU
United Kingdom

Return postage: if you change your mind, you pay the cost of sending the goods back. Please use a tracked service and keep the proof of postage.

Pack the goods well, in the original packaging if you still have it. You may handle the goods as you would in a shop to check them. If they lose value because they were used or handled more than that, for example a bed that has been slept in or a fountain that has been used, we may deduct the loss in value from the refund.

The full legal text, the exceptions and the model cancellation form are on our cancellation rights page.

Faulty, damaged or wrong items

If an item arrives damaged, is faulty or is not what you ordered, we pay. Email team@stranovamedia.com with your order number, a short description and photos. We then arrange a replacement or a refund. If we need the item back, we tell you how and we pay the postage.

You also have rights under the Consumer Rights Act 2015 that are separate from your right to cancel:

  • Within 30 days of delivery you can reject a faulty item and get a full refund.
  • Within 6 months you can ask for a repair or a replacement. If that is not possible, or the item is still faulty after one repair or replacement, you can ask for a full refund or a price reduction instead.
  • After 6 months you can still claim if the item was faulty at delivery or does not last a reasonable time. You can bring a claim up to 6 years after delivery (5 years in Scotland).

Refunds

We refund to the card, wallet or PayPal account you paid with. We do not charge a fee for refunds. Your bank may take a few working days to show the money on your account.

Guarantees

Our products do not come with a separate manufacturer's guarantee unless the product page says so. Your legal rights above apply in every case.

Recycling old electrical items

Our automatic feeders and water fountains are electrical items. When you buy a new electrical item from us, we take back an old household electrical item of the same type that it replaces, free of charge. Email us at team@stranovamedia.com within 28 days of receiving your new item, and we tell you where to send the old one and how we cover the postage. You can also take old electrical items to your local council's household waste recycling centre.

The crossed-out wheelie bin symbol on a product means it must not go in your household bin. Electrical items can contain substances that harm people and the environment if they are not treated properly, and they contain materials that can be recovered and used again. Please take them to a recycling centre or use our take-back service. Batteries should be recycled separately at a battery collection point.