Terms & Conditions – Drinkwell.co.uk

These Terms & Conditions apply to purchases made through Drinkwell.co.uk. Please read them carefully before placing an order.

Drinkwell.co.uk is operated by Master Plastics SW Ltd. References to “we”, “us” and “our” in these terms refer to Master Plastics SW Ltd trading through Drinkwell.co.uk.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

1. Using Drinkwell.co.uk

By using this website or placing an order through Drinkwell.co.uk, you agree to these Terms & Conditions.

We may update these terms periodically to reflect changes to our business, website or applicable law. The terms applying to your purchase will normally be those in force when your order is placed.

2. Products We Sell

Drinkwell.co.uk supplies a range of pet water fountains, automatic pet feeders, replacement filters, pumps, cleaning products, replacement parts and pet accessories.

Unless expressly stated otherwise, Master Plastics SW Ltd is the retailer and not the manufacturer of branded products sold through Drinkwell.co.uk.

Brand names, product names and trademarks used on this website remain the property of their respective owners.

3. Product Information

We make reasonable efforts to ensure product descriptions, photographs, specifications, dimensions and compatibility information displayed on Drinkwell.co.uk are accurate.

Product packaging, appearance or specifications may occasionally be changed by a manufacturer without prior notice. Images are therefore provided for identification and illustration and minor variations may occur.

Where compatibility with a particular pet fountain, feeder or accessory is important, please check the product description carefully before ordering.

4. Prices & Payment

Prices displayed on Drinkwell.co.uk are shown in British Pounds Sterling (£).

The total amount payable, including any applicable delivery charge, will be shown during checkout before you complete your purchase.

Orders must normally be paid for in full before goods are dispatched.

If you use a payment card denominated in another currency, any currency conversion, exchange rate or additional charge is determined by your card issuer or payment provider.

We take reasonable care to ensure prices are correct. If we discover an obvious pricing error after an order has been submitted, we may contact you before accepting or dispatching the order. You will have the opportunity to proceed at the correct price or cancel the order for a refund.

5. Placing an Order

When you submit an order through Drinkwell.co.uk, you are making an offer to purchase the products shown in your order.

An automated acknowledgement confirming that we have received your order does not necessarily mean that your order has been accepted.

A contract for the sale of the goods is formed when we accept your order, normally when the goods are confirmed for dispatch.

We may decline or cancel an order where reasonably necessary, for example where:

• A product is unavailable
• There is an obvious pricing or product information error
• Payment cannot be authorised
• We cannot deliver to the address supplied
• We reasonably suspect fraudulent or unauthorised activity

If we cancel an order after payment has been taken, we will refund the appropriate amount using the original payment method where possible.

6. Stock Availability

All products are subject to availability.

Although we aim to keep stock information accurate, an item may occasionally become unavailable after an order has been placed.

If this happens, we will contact you and may offer an estimated delivery date, suitable alternative or cancellation and refund.

7. Delivery

We aim to dispatch and deliver orders as quickly as reasonably possible. Any delivery times displayed on Drinkwell.co.uk are estimates unless we expressly agree otherwise.

Orders may be delivered using Royal Mail or another suitable parcel carrier depending on the size, weight, value and destination of the order.

Once an order has been dispatched, tracking information may be provided where the delivery service supports tracking.

We are not responsible for delays caused by circumstances genuinely outside our reasonable control. However, this does not affect any statutory rights you may have regarding delivery.

8. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your delivery information carefully before completing checkout. If you notice an error after ordering, contact us as quickly as possible. We will try to amend the details if the order has not already been dispatched.

We cannot guarantee that a delivery address can be changed once an order has entered the dispatch process.

9. Checking Your Delivery

Please inspect your order as soon as reasonably possible after delivery.

If a parcel appears damaged, items are missing or you believe you have received the wrong product, please contact us promptly so that we can investigate and resolve the matter.

Signing for a parcel does not remove your statutory rights in relation to faulty, damaged, incorrect or missing goods.

10. Your Right to Cancel an Online Order

If you are purchasing as a consumer, you will generally have the right to cancel an online order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For most eligible goods, you have 14 days from the day after you receive the goods to tell us that you wish to cancel.

After notifying us of your cancellation, you normally have a further 14 days to return the goods.

Certain products may be excluded from the statutory right to cancel where an exemption under consumer law applies.

11. Returning Unwanted Products

If you exercise your statutory right to cancel, products should be returned to us together with the supplied accessories, instructions and other components.

You may inspect goods in the same way you reasonably could in a shop. You are responsible for taking reasonable care of the products while they are in your possession.

Where the value of returned goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund as permitted by law.

Unless we agree otherwise or the goods are faulty, incorrect or not as described, you will normally be responsible for the direct cost of returning unwanted goods.

12. Refunds Following Cancellation

Where you validly cancel an eligible order, we will issue the refund in accordance with applicable consumer law.

The refund will normally include the price paid for the goods and the cost of our least expensive standard delivery option where the legislation requires this.

Additional delivery charges resulting from your choice of an enhanced or express delivery service may not be refundable beyond the cost of our standard delivery option.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

13. Faulty, Damaged or Incorrect Goods

Goods supplied by Drinkwell.co.uk must meet the standards required by the Consumer Rights Act 2015.

Goods should be:

• Of satisfactory quality
• Fit for their intended purpose where applicable
• As described

If you believe a product is faulty, damaged, incorrect or not as described, please contact us and provide your order details together with information about the problem.

Where appropriate, we may ask for photographs, video or other reasonable information to help us identify the fault and determine the quickest way to resolve the issue.

14. Faulty Goods Within 30 Days

Consumers may have a statutory short-term right to reject faulty goods within 30 days under the Consumer Rights Act 2015, subject to the circumstances and applicable law.

Please contact us as soon as you discover a problem. We will explain the appropriate return, replacement, repair or refund procedure.

15. Faults After 30 Days

Your consumer rights do not automatically end after 30 days.

Depending on the circumstances and age of the product, you may have rights to a repair or replacement and, in some circumstances, a price reduction or refund.

A manufacturer's warranty may provide additional protection, but a manufacturer's warranty does not replace or reduce your statutory rights against us as the retailer.

16. Manufacturer Warranties

Some products sold through Drinkwell.co.uk include a manufacturer's guarantee or warranty.

The length and conditions of these warranties vary between products and manufacturers. Where applicable, details may be included with the product or in the manufacturer's documentation.

We may provide manufacturer contact information or assist with a warranty claim where appropriate, but any manufacturer's warranty exists in addition to your statutory consumer rights.

17. Pet Fountain Filters & Consumable Products

Replacement charcoal filters, foam filters and other consumable components have a limited service life and require periodic replacement.

The actual replacement interval can vary according to the number of pets using the fountain, frequency of use, water quality and the manufacturer's recommendations.

Normal deterioration of a consumable item through use is not necessarily a product fault.

18. Pet Fountain Pumps & Maintenance

Pet fountain pumps and circulation systems require regular cleaning and maintenance. Hair, food debris, mineral deposits and other contamination can affect water flow and pump performance.

Please follow the cleaning and maintenance instructions supplied with your fountain.

Damage resulting from misuse, failure to clean or maintain a product appropriately, unauthorised modification or use contrary to the manufacturer's instructions may not constitute a manufacturing defect.

19. Installation of Pet Doors & Other Products

Some products sold through Drinkwell.co.uk may require installation.

Please read the manufacturer's installation instructions carefully before beginning work. Certain installations may require appropriate tools, knowledge or professional installation.

In particular, toughened or safety glass must not simply be cut after manufacture. If you are unsure whether a product is suitable for your door, wall, glass panel or other installation, seek appropriate professional advice before installation.

20. Product Dimensions & Compatibility

Product dimensions and measurements are provided to help customers select suitable products. Unless expressly stated otherwise, measurements should be treated as approximate.

For replacement filters, pumps, flaps, accessories and spare parts, customers should check the stated model compatibility before ordering.

If you are unsure whether a replacement product is suitable for your existing fountain, feeder or pet door, please contact us before ordering.

21. Security Features on Pet Doors

Some pet doors and cat flaps incorporate locking, selective-entry, microchip or other access-control features.

These features should be used in accordance with the manufacturer's instructions. No pet access system can necessarily guarantee that another animal will never gain access under every possible circumstance.

Nothing in these terms excludes liability that cannot lawfully be excluded.

22. Our Liability

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful for us to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Nothing in these terms affects your statutory rights as a consumer.

If you are purchasing goods wholly or mainly for business purposes rather than as a consumer, different legal rights may apply.

23. Events Outside Our Control

We will not be responsible for a failure or delay in performing our obligations where this results from events genuinely outside our reasonable control.

Where such an event materially affects an order, we will take reasonable steps to minimise the effect and keep you informed where appropriate.

24. Privacy & Personal Information

We process personal information in accordance with our Privacy Policy and applicable UK data protection legislation.

Information required to process an order may be shared with appropriate service providers such as payment processors and delivery companies where necessary to complete your transaction.

25. External Websites

Drinkwell.co.uk may contain links to websites operated by manufacturers or other third parties, including product manuals, instructions or additional product information.

We are not responsible for the content, availability or privacy practices of independent third-party websites.

26. Intellectual Property & Trademarks

Product names, manufacturer names, logos and trademarks displayed on Drinkwell.co.uk belong to their respective owners.

The use of a manufacturer's brand or product name on Drinkwell.co.uk is for the purpose of identifying and describing genuine products offered for sale and does not mean that Master Plastics SW Ltd manufactured those products.

27. Complaints

We want customers to be satisfied with the products and service they receive from Drinkwell.co.uk.

If you have a complaint, please contact our Customer Service team and provide your order number together with details of the issue. We will investigate the matter and aim to respond as quickly as reasonably possible.

28. Customer Service

If you need assistance with an order, product, delivery, return or compatibility question, please contact us:

Telephone: 0117 971 99 22
Opening Hours: Monday–Friday, 11:00–16:30

29. Governing Law

These Terms & Conditions and any contract between you and us are governed by the laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you may also benefit from mandatory legal protections and rights applicable where you live.

30. Your Statutory Rights

These Terms & Conditions are intended to explain the basis on which we supply products through Drinkwell.co.uk. They are not intended to restrict rights provided to consumers by law.

Nothing in these Terms & Conditions affects your statutory rights.