TERMS & CONDITIONS

These Terms of Service (“Terms”) govern your use of the www.sisalhaven.com website and your purchase of goods from Aurora Feline Inc. (trading as sisalhaven). By accessing our website or purchasing our goods, you agree to be bound by these Terms.

Corporate Information

Company Name: Aurora Feline Inc.
Trading Name: sisalhaven
Registered Office & Warehouse Address: Suite 210, 938 Howe Street, Vancouver, BC V6Z 1N9, Canada
Email Address: supplies@sisalhaven.com
Telephone: +1 (604) 330-7416

1. General Conditions

We reserve the right to refuse service to any person for any valid commercial reason at any time. You understand that your content (excluding payment card information) may be transferred unencrypted and involve transmissions over various networks. Payment card information is always encrypted during transfer over networks.

2. Products and Services

Our website offers feline goods, including cat scratch posts and related utility items. We make every effort to display the colours and images of our products accurately; however, variations may occur depending on your monitor display. All visual media on this website is original or properly licensed for commercial use. We do not manufacture or sell items falling under restricted categories such as medical, electronic, or chemical products.

3. Shipping and Delivery

We process and dispatch orders to the European and United States markets.

Logistics Partners: We utilise established carriers including DHL, FedEx, and UPS (Priority services).
Transit Times: Standard delivery typically requires between 5 and 12 calendar days from the date of dispatch.
Tracking Protocol: Automated notifications are sent to the email address provided at checkout during key stages: order dispatch, arrival at regional logistics hubs, and local delivery routing.
Extended Delays: Should an order exceed the standard 5 to 12 calendar day timeframe, we will initiate a formal investigation with the carrier. Based on the findings, we will issue a full refund or arrange for a replacement shipment.

4. Risk of Loss and Transfer of Ownership

We adhere to the specific consumer protection requirements of your region:

For European Customers: In accordance with the EU Consumer Rights Directive, the risk of loss or damage is transferred to you only when you, or a designated third party, acquire physical possession of the goods.
For United States and Other International Customers: Ownership and the risk of loss pass to the customer upon physical delivery to the specified destination address. We remain responsible for the goods until they are successfully delivered by the carrier to your location.

5. Returns, Refunds, and Right of Withdrawal

Our policy is designed to comply with both European and United States consumer protection standards:

European Union (Right of Withdrawal): Customers in the EU have the right to withdraw from this contract within 14 days without providing any reason. This period begins from the day you acquire physical possession of the goods. To exercise this right, please notify us at supplies@sisalhaven.com.
United States and Global Returns: For all customers, including those in the U.S., we provide a 14-day return window for items in their original condition.
Damaged or Defective Items: Regardless of your location, if you receive a defective or damaged item, please contact supplies@sisalhaven.com within 14 days. Upon receipt of clear photographic evidence of the damage, we will process a full refund or dispatch a replacement at no further cost. You are not required to return the damaged physical item.

6. Limitation of Liability

To the maximum extent permitted by law, Aurora Feline Inc. shall not be liable for any indirect or consequential damages arising from the use of our products. This does not affect your statutory rights as a consumer under mandatory regional laws. Our liability is limited to the purchase price of the goods.

7. Governing Law and Jurisdiction

These Terms of Service are governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada.

For European Union Residents: This choice of law does not deprive you of the protection afforded by the mandatory consumer laws of your country of residence.
For United States Residents: Any disputes arising from these Terms will be handled in accordance with applicable commercial standards, respecting the consumer rights protected by the FTC and relevant state laws.

8. Contact Information

Email: supplies@sisalhaven.com Post: Aurora Feline Inc., Suite 210, 938 Howe Street, Vancouver, BC V6Z 1N9, Canada