Terms and Conditions of Sale
1. Contract Formation
1.1 These Terms and Conditions of Sale govern all contracts between you (the “Customer”) and Genium S.r.l., trading as Toki Pet Shop (https://tokipetshop.co.uk), for the sale of products through our website.
1.2 Placing an order online constitutes a binding offer to purchase the selected products. The contract is concluded when we send you an order confirmation email, or, at the latest, upon delivery of the products.
1.3 The display of products on the website is an invitation to treat, not a binding offer by Toki Pet Shop.
1.4 Any individually agreed terms between the parties prevail over these Terms, provided they are confirmed in writing.
2. Prices and Payment
2.1 All prices shown on the website include UK VAT (currently 20%).
2.2 Shipping costs are shown separately before checkout.
2.3 Accepted payment methods include credit/debit card, PayPal, bank transfer/prepayment and any other methods indicated on the website.
2.4 Prices, taxes and charges. All prices are in GBP and include UK VAT. Before the order is placed, we display the total price, including all applicable costs (e.g., shipping). Deliveries to the UK are made on a DDP (Delivered Duty Paid) basis: you will not be charged customs duties or import fees upon delivery.
3. Right to Cancel (14 days)
3.1 You have the right to cancel the contract within 14 calendar days from the day you receive the goods, without giving any reason.
3.2 To exercise the right to cancel, you must send us a clear statement (e.g., by email to info@tokipetshop.co.uk or by post to our logistics address) indicating your decision to cancel.
3.3 Return address
Genium S.r.l.
Via Ettore Ara 10
13100 Vercelli (VC)
Italy
3.4 Return shipping costs are borne by you, unless otherwise specified.
3.5 Once we receive the returned goods, Genium S.r.l. will verify the condition of the goods and packaging. We will issue the refund within 30 days of receiving the returned goods, provided they are in their original condition. If the goods show signs of wear, damage or inappropriate use, the refund may be reduced to reflect any loss in value. The refund includes standard delivery costs paid at purchase.
3.6 The right to cancel does not apply to:
3.6.1 custom-made or personalised products;
3.6.2 perishable goods or items with a short shelf life;
3.6.3 sealed goods not suitable for return for health or hygiene reasons once unsealed (e.g., CPAP masks);
3.6.4 goods which are inseparably mixed with other items after delivery.
4. Product Availability and Seller’s Right to Cancel
4.1 If an ordered product is unavailable for reasons beyond Genium S.r.l.’s control, you will be informed promptly and any amounts already paid will be refunded.
4.2 The same applies in cases of force majeure.
5. Shipping and Delivery
5.1 Shipments are dispatched from Genium S.r.l.’s logistics warehouse in Italy via international couriers.
5.2 Delivery to the United Kingdom generally occurs within 3–5 business days from shipment, subject to unforeseen events.
5.3 Partial deliveries (by agreement only). We do not make partial deliveries without your prior express agreement.
5.3.1 If a partial delivery is agreed, it will not incur additional costs beyond those shown at checkout, unless expressly agreed in writing.
5.3.2 We will communicate the delivery terms for the remaining items.
5.3.3 If the remaining items are subject to a significant delay, you may cancel the undelivered part and obtain a proportional refund, or cancel the entire order if the purpose of the purchase is frustrated.
5.3.4 Nothing in this clause affects your statutory rights.
5.4 In the event of delays, you will be informed. If you are no longer interested in delivery, you may cancel the order and receive a partial and/or full refund, as applicable.
5.5 You must provide complete and accurate delivery details. Goods are insured during transport.
6. Force Majeure
6.1 We will not be liable for delays or failures caused by events beyond our reasonable control (including, by way of example, natural disasters, acts of government, conflict or civil unrest, epidemics/pandemics, widespread network or transport disruptions, and strikes not attributable to us).
6.2 In such cases, we will inform you without undue delay and take reasonable steps to mitigate the effects of the event.
6.3 The above does not limit your rights: if performance is prevented or suffers an excessive delay, you may cancel the order for the undelivered part and obtain a refund of the corresponding amounts (or a refund of the entire order if the purpose of the purchase is frustrated).
6.4 These Terms do not affect your statutory rights.
7. Retention of Title
7.1 Goods remain the property of Genium S.r.l. until full payment of the purchase price has been received.
8. Warranty and Liability
8.1 Products are covered by the statutory warranty provided under the Consumer Rights Act 2015.
8.2 Genium S.r.l. is liable only for loss caused by wilful misconduct or gross negligence. Nothing in these Terms limits liability for death or personal injury caused by negligence.
8.3 Address for warranty returns
Genium S.r.l.
Via Ettore Ara 10
13100 Vercelli (VC)
Italy
9. Changes to these Terms
9.1 These Terms may be updated from time to time.
9.2 Changes do not apply to orders already accepted (no retroactive effect).
9.3 For future orders, we will provide reasonable advance notice of changes and explain the reasons (e.g., legal or regulatory updates, security, technical updates, service improvements).
9.4 Changes take effect from the date indicated in the notice and the updated version will be published on the website.
9.5 Where changes materially affect your rights or our obligations, we will provide a prominent notice.
9.6 Your statutory rights remain unaffected.
10. Communications and Durable Medium
10.1 Contract-related communications (including order confirmation, pre-contract information, the model cancellation form, and responses to complaints) are provided by email or another durable medium.
10.2 We keep a copy of contract confirmations and make it available upon request and/or in your account area, if available.
10.3 Communications are deemed received when they are delivered to your email inbox or made available on the designated durable medium.
10.4 You must keep your contact details up to date (email and postal address) and check spam/junk folders.
10.5 This clause does not affect your statutory rights.
11. Governing Law and Jurisdiction
11.1 These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales.
11.2 The courts of London (England and Wales) shall have exclusive jurisdiction to settle any such dispute or claim. Nothing in these Terms affects your statutory rights; if you are resident in Scotland or Northern Ireland, you may bring proceedings in the courts of your place of residence.
12. Complaints
12.1 For any queries or complaints, you can contact us via:
12.1.1 Email: info@tokipetshop.co.uk
12.1.2 Post: Genium S.r.l., Via Ettore Ara 10, 13100 Vercelli (VC), Italy
12.2 We will acknowledge receipt and keep you updated on progress and next steps as soon as reasonably possible.
12.3 If, after completing our internal complaints process, the dispute remains unresolved, please refer to the ADR section below.
13. Dispute Resolution (ADR)
13.1 Alternative Dispute Resolution (ADR). If, after completing our internal complaints procedure, the dispute remains unresolved, we will inform you in writing about the possibility of using an approved UK ADR body, provide its contact details (website, email, phone) and state whether we will participate in the ADR procedure.
13.2 Participation in ADR is not mandatory; this paragraph does not prejudice your right to bring proceedings before the competent courts.
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