Terms of service
TERMS AND CONDITIONS OF SALE - https://www.revapets.com ("Website")
We are Reva Pets Ltd., registered in England at 102 Augustine Court, 33 Brumwell Ave, SE18 6HY, London, UK. ("Reva”).
You can contact us at hello@revapets.com for any inquiries.
2. How Orders Work
These are the terms and conditions (“Terms”) that apply when you purchase products from Reva. When you purchase from Reva, these Terms apply and the legal contract is between you and the seller(s) of the items you have ordered. Reva does not itself act as a seller. Reva acts on behalf of the seller(s). In this limited capacity, Reva is not a party to your contract with the seller.
Under the Terms and Conditions (For Sellers), each seller authorises Reva to act as the seller’s commercial agent to negotiate and conclude the sale of products to you, only on the seller’s behalf. The geographical address and identity of the seller will be specified in the relevant despatch confirmation email where your order is accepted.
Please read these Terms carefully. By placing an order with Reva via the Website, you agree to be legally bound by these Terms, and confirm that you are at least 18 years old. If you do not agree to these Terms, you must not order any products from Reva.
3. How the contract is formed with you
Placing an order. After you place an order via the Website, an order summary will be shown to you summarising the products you have ordered. This order summary does not mean that Reva has accepted your order: at this stage of your order we’re busy carrying out the checks explained below.
Pre-acceptance checks by Reva. After you place your order, Reva checks: that the product is in stock, there are no pricing errors on the Website or any problems with the payment details you provided to us, and you have passed anti-fraud, credit and security checks. We really do try to make sure all images and details of the products appearing on the Website are accurate at the time you place your order. We don’t always get it right though, and this sometimes means Reva can’t accept your order on the seller’s behalf if we only discover an error as part of our order processing checks.
Where Reva can’t accept your order. If Reva can’t accept your order for one of these reasons, we will let you know why by email, and won’t charge you for the product.
Accepting your order. You will receive a dispatch confirmation email from Reva once we have completed the stock, price and payment checks related to your order, and all of those have been passed. The contract is then formed between you and the seller(s) of the items you have ordered at the time we send you the dispatch confirmation email. We will also contact you by email if we can’t accept your order on the seller’s behalf.
4. When we take payment
Once your order is accepted. Reva will take payment on dispatch of the products to you. Reva collects payment for the products you order on the seller’s behalf as the ‘merchant of record’ that you will see on your card or payment account statement, but Reva does not charge any fees to you. Your obligation to pay amounts due under your contract with the seller is satisfied when Reva collects payment from you on the seller’s behalf as merchant of record. The 'merchant of record' that you will see on your card or payment account statement will be Reva in respect of the relevant products.
5. Changed your mind? Here’s when you can cancel
We hope you are happy with your order, but if you’ve changed your mind you can cancel and/or return your order:
- at any time before you receive our order confirmation email; or
- at any time during the 14 calendar days from the day after the date on which the products were delivered. If your order was delivered in multiple batches, and/or from different sellers, then this timeframe starts on the day after the last item in your order from that seller was delivered to you.
Returns requirements and refunds. If you cancel because you’ve changed your mind, we will refund the price paid for the products to you. Please make sure you return the product unused and unworn, in the same condition you received it, as well as all the packaging and included accessories.
Deductions from refunds. Reva will reduce your refund if you’ve changed your mind and can’t manage to meet the return requirements above, or if you have used the product more than you would be able to in a shop when deciding whether to buy it and it is no longer in a resalable condition.
How do I cancel? You can cancel your order by contacting us via hello@revapets.com. Please note that we cannot cancel an order if it has already been prepared. If you already have your order and would like to return it, you can email returns@revapets.com to start your return within 14 days of receiving your item(s). Reva will then provide you with instructions on how to return the product.
You’ll usually receive your refund within 7 days of Reva receiving the product back from you, or within 7 days of your cancellation notice if we haven’t yet dispatched the products.
6. Faulty Products
Within 30 days of delivery of the product/service: If a product you have ordered from Reva develops a fault, is incorrectly described or not of satisfactory quality, you have a right to a refund from Reva. You can also request an exchange if the brand offers exchanges. You need to tell us about any problems like this within thirty (30) days from the day after the date of the delivery of that product to you. Once we receive the product from you, we will test it and, provided we agree with your assessment, we will refund the price of the faulty product along with the delivery charges you paid.
How to return a faulty product? To return a faulty product to us, please contact us via returns@revapets.com. Once we’ve heard from you, we’ll send you instructions on how to return the product.
What can’t you return? Products with problems caused by accident, neglect, misuse or normal wear and tear can’t be returned to us and won’t be covered by the manufacturer’s warranty. Also, if you return something to us which isn’t actually faulty, the product will be returned to you at your expense.
For UK customers:
If you purchase products through the Website, you should note that we are authorised by the relevant seller to act on behalf of that seller as their undisclosed agent.
We will enter into a contract with you for the sale of the relevant products in our own name but the ultimate responsibility to you for those products lies with the relevant seller. We will not as a matter of course disclose the identity of the seller but please contact us if you require this information. Any reference elsewhere in these Terms to the contract being concluded or entered into between you and the relevant seller should be read with this in mind.
If you are unhappy with a product or service, please contact us and, while we cannot be responsible for any acts of anyone else, we will work with you and the seller to resolve any issues you have.
The product pricing on the Website includes value added tax that we are required to charge on the products. However, it does not include any delivery fees in respect of the purchase of the products upon which we may also need to charge value added tax. All such charges are clearly shown before you checkout and place your order.
Legal
Statutory rights. You will always have statutory rights in relation to products/services that are faulty, damaged or not as described. Your statutory rights are not affected by these Terms.
What happens if we break these Terms? If we break these Terms, we are responsible for the proportion of loss or damage you suffered that happened as a foreseeable result of our actions, or because we failed to use reasonable care and skill. We are not responsible for any loss or damage that is not “foreseeable”. By “foreseeable”, we mean either it is obvious that it will happen or if, at the time the contract was made, we both knew it might happen.
We don’t exclude or limit our liability to you if it would be unlawful to do so. This includes liability for death or personal injury caused by Reva’s negligence, fraud, or breach of your consumer rights.
Products are for domestic and private use only. We won’t have liability to you for any loss of profit, loss of business, loss of earnings, business interruption, or loss of business opportunity.
What laws apply to these Terms? These Terms are governed by English law and you can bring legal proceedings in the English courts. 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.
Complaints handling. If you are not happy with how Reva has handled any complaint, you may want to submit the dispute to the European Commission Online Dispute Resolution platform, for online resolution by an independent body.
Changes to these Terms. As Reva grows and improves, we might have to make changes to these Terms. We will do this by uploading the latest version with a date confirming when they went live. The new Terms will not affect any orders placed prior to the go live date, but will apply to future orders.