Terms of service

TERMS & CONDITIONS OF SALE AND USE

1. LEGAL INFORMATION

Registered address: Gierkezeile 21, 10585 Berlin, Germany
Email: hello@petzcompany.com

The website petzcompany.com (hereinafter referred to as the “Site”) is operated by Petz & Co.

2. PURPOSE

These Terms & Conditions of Sale and Use (hereinafter referred to as the “Terms”) govern the contractual relationship between Petz & Co and any customer (hereinafter referred to as the “Customer”) placing an order on the Site.

By placing an order on our Site, the Customer acknowledges that they have read, understood, and accepted these Terms without reservation.

3. PRODUCTS

The products offered for sale are described as accurately as possible. However, minor variations may exist between the images displayed and the actual product (including colors or dimensions), particularly due to screen display settings.

Our products are intended for normal domestic use for pets.

4. ORDERS

4.1 Order Process

The Customer selects the products they wish to purchase and adds them to their cart. They then confirm the order after verifying all details (products, quantities, prices, delivery address).

4.2 Order Confirmation

Once the order has been validated and payment has been accepted, the Customer will receive a confirmation email summarizing the order details.

4.3 Product Availability

All offers are valid while stocks last. If a product becomes unavailable after the order has been placed, the Customer will be informed by email and a refund will be issued for the unavailable item.

4.4 Order Cancellation

The Customer may cancel their order free of charge as long as it has not yet been shipped. To do so, they must contact us at hello@petzcompany.com and provide their order number.

5. PRICES

5.1 Product Prices

Prices are indicated in euros (€), including all applicable taxes (VAT included).

Petz & Co reserves the right to modify its prices at any time. However, products will be invoiced based on the prices in effect at the time the order is confirmed.

5.2 Shipping Costs

Shipping costs are displayed during the checkout process before final validation. They vary depending on the order value and delivery destination.

6. PAYMENT

6.1 Accepted Payment Methods

We accept payments by:

  • Credit or debit card (Visa, Mastercard, American Express)

  • PayPal

  • Apple Pay / Google Pay (where available)

6.2 Payment Security

All payments are secure. Banking information is encrypted and is never stored on our servers. We use secure payment services provided by Shopify Payments and PayPal.

6.3 Invoicing

An invoice is available in the order confirmation email and in your customer account (if applicable).

7. DELIVERY

Delivery conditions (timeframes, areas, fees) are detailed in our Shipping Policy available on the Site.

Petz & Co undertakes to ship orders within the indicated timeframes. However, we cannot be held responsible for delays caused by the carrier or circumstances beyond our control (strikes, weather conditions, etc.).

8. RIGHT OF WITHDRAWAL & RETURNS

The Customer has 30 days from receipt of the order to exercise their right of withdrawal and return the products.

Detailed return and refund conditions are available in our Return & Refund Policy.

9. WARRANTIES

9.1 Legal Warranty

In accordance with applicable law, all products benefit from:

  • The legal guarantee of conformity

  • The warranty against hidden defects

9.2 Defective Products

If you receive a defective or damaged product, please contact us immediately at hello@petzcompany.com with photos. We will arrange a replacement or refund as quickly as possible.

10. LIABILITY

Petz & Co makes every effort to ensure the quality and safety of its products. However, we cannot be held liable in the following cases:

  • Improper use of the product

  • Normal wear and tear

  • Incorrect maintenance

  • Damage caused by the animal (biting, scratching, etc.)

11. INTELLECTUAL PROPERTY

All elements of the Site (texts, images, logos, videos, etc.) are the exclusive property of Petz & Co or are used under license.

Any reproduction, representation, modification, or exploitation, in whole or in part, without prior written authorization, is strictly prohibited.

12. PERSONAL DATA

The collection and processing of personal data are governed by our Privacy Policy, available on the Site.

In accordance with the GDPR, Customers have the right to access, correct, or delete their personal data by contacting hello@petzcompany.com.

13. CUSTOMER SERVICE

For any questions, complaints, or requests for information:

Email: hello@petzcompany.com
Response time: within 24 business hours maximum

We are committed to responding promptly and providing appropriate solutions.

14. DISPUTE RESOLUTION

14.1 Mediation

In accordance with applicable regulations, in the event of a dispute, the Customer may refer the matter free of charge to a consumer mediator within one year of submitting a written complaint to Petz & Co.

14.2 Governing Law

These Terms are governed by French law (or the law of the country of your registered office, depending on your legal structure).

15. MODIFICATIONS

Petz & Co reserves the right to modify these Terms at any time. The Terms applicable are those in force at the time the order is placed.

16. ACCEPTANCE

By placing an order on petzcompany.com, the Customer acknowledges that they have read, understood, and accepted these Terms & Conditions of Sale and Use without reservation.

For any questions regarding these Terms, please contact us at hello@petzcompany.com.

The Petz & Co Team