Terms and conditions

Any order placed through fawnandpaw.com is placed on these terms. Wrenpaw is the trading name under which SOLVETA LTDoperates, so “we”, “us” and “our” below all mean SOLVETA LTD, and “you” means whoever is ordering.

Seller

SOLVETA LTD, trading as Wrenpaw

Company number

17349586

Registered office

Dept 6953, 196 High Road, Wood Green, London, N22 8HH

Email

info@fawnandpaw.com

Support hours

Mon–Fri, 09:00–18:00 (GMT)

Read them together with the Delivery policy, Returns and refunds policy, Payment policy, Warranty, Privacy policy and Cookie policy. None of them takes away a right the law gives you as a consumer.

Registering or ordering requires you to be 18 or older. Date of birth is asked for at registration, and we will not open an account for anyone below 18.

Our customers are private individuals buying for the animals in their own households. Everything here is pet equipment for domestic keeping. Buy it to resell, or for a kennel, cattery, breeding or rescue operation, and the consumer rights described below do not attach to that purchase.

Name, email, telephone number and both addresses must be correct and must belong to you.

Delivery runs to the United Kingdom and European Union member states, and checkout will only let you pick a destination we actually serve.

We neither sell nor deliver into Russia, Belarus, Iran, North Korea, Syria and Cuba, nor into the temporarily occupied territories of Ukraine (Crimea, the Donetsk region, the Luhansk region, the occupied parts of the Zaporizhzhia region and the occupied parts of the Kherson region), and we do not open accounts there. Those places are blocked at registration and at checkout alike. Where an order turns out to be tied to one of them — by delivery address, by billing address or by the card itself — we void it and return everything paid.

We stock food, treats, bedding, bowls and feeders, collars, harnesses and leads, grooming tools, litter trays and litter, cages, hutches and kennels, carriers, aquarium equipment and decoration, and terrarium habitat, heating and lighting. Live animals and prescription-only veterinary medicines are not part of the range.

Every product page carries the materials, the measurements and the care notes we hold for that item. The photographs show the product itself, though screens render colour differently, and items made or finished by hand vary a little between units. Treat measurements as approximate unless the page says otherwise.

Follow the care and safety notes on the page and on the packaging — the weight or girth a harness is rated for, the species and life stage a food is formulated for, the tank volume a filter is sized for, whether a heat source requires a thermostat.

1. You fill the bag and open the checkout.
2. You give us your contact details and delivery address and pick a delivery method.
3. You read the order back, tick the box accepting these terms, and press Pay.
4. Our payment provider’s hosted page takes your card details.
5. When that provider tells us the payment succeeded, a confirmation email goes out. Your contract with SOLVETA LTD comes into existence at the moment we send it.

A single order may hold up to 10 of any one product and 40 items overall. We can refuse an order before the contract exists, or cancel it afterwards and refund in full, where the product has gone out of stock, where the price or description shown was plainly in error, where the destination is one we do not reach, or where the payment looks fraudulent. Either way you hear from us by email.

You can read prices in GBP, EUR and USD. GBPis the currency we price in, and the others are derived from it at our current rate. The charge is taken in whichever currency you had selected when you ordered, at the total displayed before you paid. A card denominated elsewhere may attract your issuer’s own exchange fee.

SOLVETA LTD holds no VAT registration. Nothing is added for VAT, and no VAT line appears at checkout, on the confirmation or on the invoice.

Delivery is £5.99 on an order, and nothing at all once the order reaches £75. You see that charge at checkout before paying.

Orders to the United Kingdom are shipped from the EU. The carrier may charge import VAT, duty or a handling fee on delivery; these charges are not included in our prices and are payable by the recipient.

Cards from Visa and Mastercard are accepted. The details go in on the hosted page run by our payment provider, which holds PCI DSS compliance; your full card number is neither seen nor stored by us. 3-D Secure may send your bank looking for confirmation, typically through its app.

Completing that page is what charges the card. A declined payment produces no order. The Payment policy goes into more detail.

Packing and dispatch happen at our fulfilment warehouse in Spain inside 1–2 business days. After dispatch, reckon on 3–6 business days after dispatch for EU addresses and 4–8 business days after dispatch for the United Kingdom — estimates from the carrier rather than fixed dates.

Risk in the goods passes to you when they are handed to you or to somebody you nominated. Title passes once your payment has cleared in full.

If your order is late, contact us and we trace the parcel with the carrier. If it has not been delivered within 30 days of the estimated delivery date, you can cancel the order for a full refund, or choose a replacement. The Delivery policy carries the detail.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK, and the Consumer Rights Directive in the EU, give you 14 days to cancel without explaining yourself. Day one is the day after the goods reach you or your nominee; where an order is split, it is the day after the last parcel lands.

Cancelling before dispatch is also open to you. Email us the order number, and if the parcel is still with the warehouse we pull it and return the whole amount.

To cancel once it has arrived, tell us inside the 14 days, at info@fawnandpaw.com or through the contact form, with the order number. No particular form is required, though this wording works: “I hereby give notice that I cancel my contract for the sale of the following goods: [items], ordered on [date] / received on [date], order number [number], name, address.”

The goods then need to be on their way back inside 14 days of that notice. Return postage is yours unless the item was faulty or was not what you ordered. The Returns and refunds policy sets out each step.

Inspect the goods as freely as you would in a shop. Where an item has actually been put to use — a bowl fed from, a bed slept on, a tray filled, a tank filled with water — we may reduce the refund to reflect the value lost.

A cancellation gets you the price of the goods and the standard delivery charge you paid on them. The 14-day refund period runs from the day the goods arrive back, or from the day you give us proof of posting if that is sooner. Cancelled before dispatch, it runs from the cancellation itself.

The money goes to the paying card, in the paying currency, with nothing deducted as a fee. Your bank may need a few more working days before it shows.

Goods have to match their description, be of satisfactory quality and be fit for purpose. Where something arrives broken, proves faulty, or is the wrong item, send us the order number with photographs: we cover the return and you choose between a replacement and a refund.

On top of those legal rights sits our 24-month warranty against manufacturing defects, described in the Warranty.

Come to us before you go to your card issuer. Almost everything is resolved more quickly that way than through a formal dispute.

Where a chargeback is opened, we will put the order record, the delivery tracking and our correspondence with you in front of the issuer. A chargeback decided your way is not refunded a second time by us directly. Where one is raised against an order that was delivered and never returned, we may hold the account while the dispute runs. Nothing here cuts across your rights under the card scheme rules or consumer law.

Keeping the password to yourself, and whatever happens under the account, is your responsibility. Let us know immediately if you suspect somebody else has been in it.

An account can be suspended or closed by us where it breaches the Acceptable use policy, carries false details, or connects to a restricted country or territory. You may ask us to close yours whenever you like.

Breach these terms and we answer for loss or damage that was a foreseeable consequence of the breach. Loss that nobody could have foreseen when the contract was made is not something we answer for.

Liability for death or personal injury arising from our negligence, for fraud, and for breach of your legal rights in the goods, is neither excluded nor limited.

What we sell is for private, household keeping of animals. Loss of profit, loss of business and business interruption are outside our liability to you.

Carrier disruption, industrial action, severe weather, a closed warehouse — where something of that kind holds your order up, we tell you as soon as we know and do what can reasonably be done to shorten the delay. Where the delay looks substantial, you may cancel and we refund everything paid for goods still undelivered.

What we do with your personal data is described in the Privacy policy.

Unhappy about an order? Email info@fawnandpaw.com. An acknowledgement follows within 1 business day and a full answer inside 14 days. How it works, and where a complaint can go after us, is in the Complaints policy.

The laws of United Kingdom govern these terms, and the courts of United Kingdom may hear a dispute arising from them.

Living in the United Kingdom or an EU member state, you keep the mandatory consumer protections of the country you live in, and you may bring proceedings in its courts.

These terms can change. Whichever version was published at the moment you ordered is the version that governs that order, and the date at the head of this page records the last revision.