Terms and conditions

These terms apply when you buy from smartpetroom.co.uk as a consumer, that is, for purposes that are wholly or mainly outside your trade, business, craft or profession. They do not affect your legal rights as a consumer. Please read them before you order. You can print this page or save it.

1. Who we are

Smart Pet Room is a trading name of STRANOVAMEDIA LTD, a private limited company registered in England and Wales under company number 16968122. Our registered office is 20 Wenlock Road, London N1 7GU, United Kingdom.

Email: team@stranovamedia.com

STRANOVAMEDIA LTD is not registered for VAT.

Before you send anything back, please email us so that we can confirm the return address and your order number. Our returns page explains how returns work.

2. Our products

2.1 Each product page describes the main characteristics of the product, its price and its delivery time. Measurements and weights are the manufacturer's figures and can vary slightly. Colours on screen can look a little different from the real product.

2.2 Please follow the instructions supplied with each product. Our feeders and water fountains are electrical items for indoor use: keep plugs, adapters and connectors dry and route cables where pets cannot chew them. Our dog car seats keep a small dog in one place in the car; they are not crash tested and do not replace safe driving. Products for pets are not toys for children.

2.3 We sell to consumers in the United Kingdom for private use.

3. How the contract is made

3.1 You add products to your basket and go to the checkout. Our payment provider Stripe shows a secure payment page where you enter your email address, delivery address and payment details. Before you pay, you can check the items, the total price and the delivery charge, correct any mistakes, or leave the page.

3.2 When you press the pay button, you place an order with an obligation to pay. Your order is an offer to buy the products. Stripe takes the payment at that point.

3.3 After the payment you see a confirmation page and receive a payment receipt by email. These confirm that we have received your order and payment. They do not yet mean that we have accepted your order.

3.4 The contract between you and us is made when we accept your order by sending you an order confirmation by email. We send it once we have checked that the products are available. The order confirmation contains these terms and the information on your right to cancel, including the model cancellation form.

3.5 If we cannot accept your order, for example because a product is no longer available or because of an obvious error in the price or the description, we tell you by email and refund the full amount you paid without undue delay, and in any event within 14 days.

3.6 The contract is in English. We keep a record of your order. If you would like a copy, email us at team@stranovamedia.com.

4. Prices and payment

4.1 Our prices are in pounds sterling (GBP). We are not registered for VAT, so no VAT is added to our prices. The price shown when you place your order is the price you pay for the product.

4.2 Delivery is free. Our prices include delivery to the addresses listed on our delivery page.

4.3 Our products are sent from our supplier's warehouse in China. For orders with a total of £135 or less, there are no customs charges and no import VAT for you to pay. For orders with a total of over £135, UK import VAT and a carrier handling fee may be charged on delivery. These charges are collected by the carrier, are not part of our price and are not collected at checkout.

4.4 You can pay with Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay. Payments are processed by Stripe. We take payment when you place your order. We do not charge any fee for any of these payment methods. More on our payment methods page.

5. Delivery

5.1 We deliver to addresses in England, Scotland and Wales. Orders are sent by tracked parcel from our supplier's warehouse in China, with final delivery by a UK carrier. Our delivery page gives the details.

5.2 Each product page shows the delivery time for that product. Unless the product page shows a different time, the usual delivery time is 7 to 12 working days after we confirm your order.

5.3 If no delivery time has been agreed, we deliver without undue delay and in any event within 30 days after the contract is made. If we do not deliver on time, you can ask us to deliver within a further period that is reasonable in the circumstances. If we still do not deliver, or if delivery on time was essential, you can treat the contract as at an end (section 28 of the Consumer Rights Act 2015). We then refund everything you paid, including delivery, without undue delay.

5.4 The products are at our risk until they come into your physical possession, or that of a person you have named to receive them (section 29 of the Consumer Rights Act 2015). You own the products once they are delivered and we have received payment in full.

5.5 Please check your delivery when it arrives. If the packaging or a product is damaged, please tell us as soon as you can, with photos, so that we can claim from the carrier. This request does not limit your legal rights.

6. Your right to cancel

6.1 You can cancel the contract within 14 days without giving any reason. The cancellation period ends 14 days after the day on which you, or a person you name other than the carrier, receive the goods. If you order several items in one order and they are delivered on different days, the period ends 14 days after the day on which you receive the last item.

6.2 How to cancel, how to return the goods, who pays the return postage and how we refund you are set out on our cancellation rights page. That page also contains the model cancellation form and an online form.

6.3 The right to cancel does not apply to goods made to your specifications or clearly personalised. It ends for sealed goods that are not suitable for return for health protection or hygiene reasons once they are unsealed after delivery, and for goods that by their nature become inseparably mixed with other items after delivery (regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

7. Faulty goods and your legal rights

7.1 We are under a legal duty to supply products that are of satisfactory quality, fit for any particular purpose you made known to us before the contract, and as described. A short summary of your key rights under the Consumer Rights Act 2015:

• Up to 30 days after delivery: if a product is faulty, you can reject it and get a full refund.
• Up to 6 months after delivery: if a fault appears, you can ask for a repair or a replacement. A fault that appears in this period is taken to have been there at delivery, unless we show otherwise. If the repair or replacement is not possible, or the product is still faulty after one repair or replacement, you can ask for a price reduction or reject the product for a full refund.
• After 6 months: you can still ask for a repair or replacement, or a price reduction or refund, if you show that the fault was there at delivery. If the product does not last a reasonable length of time, you may be entitled to some money back. You can bring a claim up to 6 years after delivery (5 years in Scotland).

This summary is subject to some exceptions. For full details, see the Citizens Advice website, citizensadvice.org.uk.

7.2 If a product arrives damaged, is faulty or is not what you ordered, email us at team@stranovamedia.com with your order number, a short description and photos. We then arrange a replacement or a refund. If we need the product back, we tell you how to send it and we pay the reasonable cost of returning it, and the cost of repairing or replacing it, including postage.

7.3 If you are entitled to a refund for a faulty product, we pay it without undue delay and in any event within 14 days after we agree that you are entitled to it.

7.4 Some products come with a manufacturer's guarantee. Where a guarantee applies, the product page says so. A guarantee is given in addition to your legal rights and does not reduce them.

8. Our responsibility for loss or damage

8.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if, at the time the contract was made, both we and you knew it might happen.

8.2 We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your legal rights in relation to the products, as summarised in section 7.

8.3 We supply the products for domestic and private use only. If you use them for a commercial or business purpose, we are not liable to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

9. Events outside our control

If an event outside our control delays our delivery, we contact you as soon as possible and do what we reasonably can to limit the delay. If the delay is likely to be substantial, you can contact us to end the contract and receive a full refund for any products you have paid for but not received.

10. Your personal data

We use your personal data as set out in our privacy policy.

11. Complaints

If something has gone wrong, please email us at team@stranovamedia.com with your order number. We will reply as soon as we can, and within 14 days at the latest.

We do not use an alternative dispute resolution (ADR) provider and are not required to use one. If you are not happy with our answer, you can get free, independent advice from the Citizens Advice consumer service, and you can bring a claim in the courts (see section 12).

12. Law and courts

These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts.

13. Other terms

13.1 We may change these terms from time to time. The version on this page when you place your order applies to that order.

13.2 If a court decides that part of these terms is invalid, the rest of the terms stays in force.

13.3 This contract is between you and us. No other person has any rights to enforce any of its terms.