Animaware Ltd Terms & Conditions

Privacy Policy: 
Security is very important to us as it is to you. We recognize that you trust us to keep your personal data safe and only use it responsibly for the purposes of providing you with a service. Credit card details are not stored by Animaware Ltd. Stripe or PayPal process your payment details so you can be assured of credit card details safety. We restrict the use of your personal data to process your internet orders and to keep you informed of order status. We assure you that we will never sell your details to any other company.

Terms and Conditions of Sale: To reduce fraudulent use of customer credit cards, all orders are accepted at our discretion and are subject to various security checks. In most cases, we will ship to any convenient address, but we reserve the right to decline your order if we believe this represents a security risk. We are not obliged to supply the goods until we have confirmed your order. In the event that we are unable to supply the item ordered we will inform you as soon as possible.

Is vat included in the price? 
All prices in pounds sterling  include VAT at the current rate. If you require a VAT receipt please state this with your order.

Contacting Us: 
If you have any questions regarding terms of sale, please email: or call us on: +44 (0)1452 702062 in the UK or +1(240) 619-8012 in the USA.

Do you delivery outside of the United Kingdom? 
Yes, we deliver worldwide. For shipping outside of the UK P&P of £8.50 will be added to your order. For any countries not listed please contact us to arrange delivery. For US and Canada and Australia delivery is charged at $12.95 per unit via Royal Mail 1st Class Recorded and your national post.

Can my order be delivered to another address? Please complete your order online as per normal entering your registered card address under billing address. Then add your preferred delivery address.

How much is delivery? 
Delivery within the UK is FREE via Royal Mail 1st Class Delivery or UPS next working day. If you require Express Delivery please contact us. For all other countries listed within Europe delivery is charged at £8.50 per order. For US and Canada and Australia delivery is charged at $12.95 per unit via Royal Mail 1st Class Recorded and your national post.

How can I pay for goods? 
You can purchase items online via the secure server or you can place an order via the telephone or by email.

What methods of payment do you accept? 
We can accept payments by PayPal, Stripe with credit/debit card securely online and by telephone.

I would like to pay online with my credit/debit card? 
Once you have added your item(s) to your ORDER, simply click on the PURCHASE button, complete the required fields, then select the button marked ‘Pay by debit/credit card or PayPal you will then be able to pay through the secure payment server. Cards accepted Visa, Visa Electron, Delta, MasterCard, Solo & Maestro.

Is your website safe to use? 
Card transactions are completely 100% safe, we & nobody else will get to see your card details as when come to make your payment you will be transferred to a 100% secure server you will then be able to make your payment via debit/credit via the SSL secure server. Just look for the padlock logo at the top of your web browser window when making your payment.

When will my order arrive? 
We aim to dispatch these orders within 1 working day, orders will be sent via Royal Mail for smaller items and UPS for larger items/orders, and should arrive in 1-3 working days after dispatch within the UK. European orders should arrive via your national post within 3-7 working days. US and Canadian orders should arrive via your national post within 7-10 working days. Orders are processed, dispatched & delivered Mon-Fri only, express delivery is Mon – Fri only.

My order has not arrived?
 We are sorry to hear you order has not arrived. Please contact us as soon as possible. If nobody was at home to receive the order an attempted delivery card should have been left. Please follow the instructions on the card. If in doubt please contact us as soon as you can.

We are not at home during the day? 
We understand that many of our customers work during the day and are not able to be at home to receive their order. If you require your order to be sent to your work please see the Question “Can my order be shipped to another address”. You could always leave a note on your property for your order to be left somewhere you feel is safe and preferably dry on your property, e.g. porch or garage. If you choose to have your order left on your property this is at your own risk. We cannot be held liable for orders left at your property at your request. 
If nobody is available to receive your order the Courier should leave a calling card informing you of an attempted delivery. You should ring the number on the card to arrange redelivery where available; if not available you can collect your order from your local Post Office depot.
It is the buyer’s responsibility to collect items where an attempted delivery has been made. Orders returned to us as uncollected will be refunded for the cost of the items on the order, but minus the actual shipping charges. You can ask for the items to be reshipped but another shipping charge will become payable.

I placed an order but have not received an email notification about my order? 
When you place your order you would have been asked to enter an email address, if you left this blank or filled it out incorrectly, we will be unable to send email responses to you.

Returns Policy and Procedure: 
Before returning any items you will first need to email us. In the email you will need to provide your order number and the reason for the return, once your email has been received, we will then issue you with an RMA (Returning Merchandise Authorization) and return instructions. We are unable to process returns by phone. All returned items will need to be returned unopened and in their original condition to enable resale.
 If you return an item and it fails to meet our criteria, we have the right not to refund your money and to hold on to the product until an additional delivery fee is paid to post the item back to you.
It is advisable that all returns are sent by a signed for service. Once your return has been processed and we have made a refund, we will email you with the details. (Refunds may take up to 2 weeks to process). 
Note: Shipping and Handling costs are not refundable – we reserve the right to reclaim the actual shipping costs where the cost of delivery exceeded the standard rate charged for the order, shipping costs that are included in the price of a purchase will not be refunded. 
Please email: and detail the goods you wish to return, reason and your telephone number. You will be contacted as soon as possible to discuss the best way to proceed. If your order is defective we issue a full refund.

Unwanted Goods: 
If you’ve received goods and have simply changed your mind about purchasing them, you may return the goods to us for a full refund subject to the following conditions:

  • The goods are returned in a brand new and unused condition and have an RMA number.
  • You inform us via email ( of your wish to cancel within seven working days, starting the day after delivery.
  • You arrange for safe return delivery at your cost. You will be given the address after you contact us.
  • Goods must be returned within 30 days. You are responsible for returning the goods with original packaging.
  • If any packaging or items are damaged or marked we reserve the right to not refund the full amount.
  • We do not refund return shipping costs or our shipping costs.

Faulty or Damaged Goods: 
At, should you experience a problem i.e. faulty or damaged goods, a repair, exchange or refund will be offered if the goods do not comply with the Sale of Goods Acts 1995 (UK).
We reserve the right to establish proof of purchase and to send the product for testing before proceeding with any refund, repair or exchange. Please read the Product Warranty for details. We refund shipping costs for return of faulty goods.