Terms and Conditions

Article 1 – Definitions

These Terms and Conditions of Sale (hereinafter the “T&Cs”) are offered by Pawvila Limited (the “Company”).
The following terms are used:
“Site”: the website “https://pawvila.store” and all its pages, the exclusive property of the Company.
“Products” or “Services”: all products (goods) and services that can be purchased or subscribed to on the Site.
“Seller”: Pawvila, a legal or natural person offering its Products or Services on the Site.
“Customer”: the internet user, consumer or professional, purchasing Product(s) or Service(s) on the Site.
“Consumer”: as defined in the French Consumer Code preliminary article: “any natural person acting for purposes that are outside his or her trade, business, craft or profession.”

Visitors interested in the Products and Services offered by the Seller are invited to read these T&Cs carefully, to print them and/or save them on a durable medium before placing an order on the Site.
The Customer acknowledges having read and fully accepted the T&Cs.

Article 2 – Application of the T&Cs and purpose of the Site

The Seller reserves the right to modify the T&Cs at any time by publishing a new version on the Site.
The T&Cs applicable to the Customer are those in force on the day the order is placed on the Site.
Legal information regarding the Site’s host and publisher, the collection and processing of personal data, and the Site’s terms of use are provided in the Site’s legal notice, privacy policy, and terms of use.
This Site offers online sales of pet care products / accessories.
Access to the Site is free for all Customers. Purchasing a Product or Service implies the Customer’s acceptance of these T&Cs in full and acknowledgment of having fully read them. Acceptance may, for example, consist of checking the box acknowledging acceptance of the Site’s T&Cs (e.g., “I have read and accept all the Site’s terms and conditions”). Checking this box is deemed equivalent to a handwritten signature by the Customer.
Acceptance of these T&Cs presupposes that Customers have the necessary legal capacity. If the Customer is a minor or otherwise lacks legal capacity, they declare they have authorization from a guardian, curator, or legal representative.
The Customer acknowledges the evidentiary value of the Seller’s automatic recording systems and, unless proven otherwise, waives the right to contest them in case of a dispute.
Any order of Products implies the Customer’s unreserved acceptance of and full adherence to these T&Cs, which prevail over any other document (catalogs, advertisements, notices), unless expressly agreed otherwise in writing by the Company.

Article 3 – Customer service

Customer service for this Site is available by email at pawvillla@gmail.com, via contact form, or by postal mail at the address indicated in the legal notice. The Customer must state in the email their first and last name, the subject of the request, and their order number.
For professional requests (partnerships, media, contract proposals), the Company can be reached only by email at pawvillla@gmail.com.

Article 4 – Ordering process and purchase flow

The Products and Services offered are those listed in the catalog published on the Site. Each product is accompanied by a description prepared by the Seller based on information from the supplier.
Photos on the Site are non-contractual and may vary from the models photographed (screen and camera settings, lighting, shooting angle, etc.).
The “Cart” is the intangible object grouping all Products or Services selected by the Customer for purchase after clicking on them. To place an order, the Customer adds the desired Product(s) to the Cart, which can be modified at any time.
Order steps on the Site:

  • The Customer selects one or more Products by clicking “Add to cart.”

  • On the “Cart” page, the Customer can review details and correct any errors before confirming.

  • On the “Information” page, the Customer enters contact details and may opt in to order updates by email.

  • On the “Shipping” page, the Customer chooses a shipping method.

  • On the “Payment/Confirmation” page, the Customer enters payment details and billing address and may enter a promo code if applicable.
    A complete order summary appears. The Customer can modify all elements before finalizing. The Customer is responsible for any errors relating to the order, Products, or contact information.
    The sale is validly formed when the Customer clicks “Complete my order,” accepts the T&Cs, and makes payment by the chosen method, subject to any applicable right of withdrawal.
    The order validation date corresponds to the date the total amount due (incl. VAT) is actually received.

Article 5 – Prices and payment terms

Unless otherwise stated, catalog prices are in euros, VAT included (TTC), based on the VAT rate applicable on the order date, and exclude any processing/shipping fees.
Pawvila reserves the right to pass any VAT rate changes onto Product/Service prices and to modify prices at any time; however, the price shown in the catalog on the order date is the only price applicable to the Customer.
Orders can be paid by bank card, Bancontact, Apple Pay, or PayPal via secure online payment processors. The Site does not access the Customer’s payment data; payment is made directly to the bank or payment provider. For bank transfers, delivery timeframes (Article “Deliveries”) begin only upon actual receipt of funds by the Seller. Product availability appears on each Product page.
Pawvila will archive order forms and invoices on a reliable, durable medium constituting a faithful copy. Computerized records are considered proof of communications, orders, payments, and transactions between the parties.

Article 6 – Delivery

Shipping fees are indicated to the Customer before payment. The Site has no geographic delivery limitation; orders can be shipped worldwide. Delivery times shown at checkout are indicative and depend on possible postal delays or exceptional circumstances (strikes, weather, etc.).
For deliveries outside the EU and in overseas territories, the Customer is deemed the importer and accepts that the Seller may be unable to provide exact information on total customs duties/fees and import taxes applicable in the destination country.
Unless otherwise stated during checkout or on the Product page, the Seller undertakes to deliver Products within 30 days after concluding the contract with a Consumer Customer.
For hand-to-hand delivery, the Customer may refuse a parcel upon delivery if an anomaly is observed (damage, missing items, damaged parcel, broken Products, etc.). Any anomaly must be noted on the delivery slip as handwritten reservations, signed by the Customer. To exercise the right of refusal, the Customer must open any damaged/defective parcels in the carrier’s presence and have the goods taken back. For mailbox deliveries, the Customer agrees to check the parcel immediately and contact Pawvila support if any anomaly is found. Failing this, the Customer cannot exercise the right of refusal, and the Seller will not be obliged to comply with such a request.
If the Customer’s parcel is returned to the Seller by the postal service or others, the Seller will contact the Customer upon receipt to request instructions. If the Customer mistakenly refused the parcel, they may request reshipment after prepaying the postage for the new shipment (postage is due even if shipping was free initially).
In case of delivery error or exchange (if the right of withdrawal applies—i.e., for Consumer Customers and eligible contracts), any Product to be exchanged or refunded must be returned in full and in perfect condition. Defects resulting from mishandling by the Customer cannot be attributed to the Seller.
Any delay beyond the indicated date/time at ordering—or, failing that, beyond 30 days from contract conclusion—may allow the Consumer Customer to cancel the sale by sending a registered letter with acknowledgment of receipt after formally requesting delivery and if the Seller still fails to perform. The Consumer Customer will then be reimbursed all sums paid within 14 days from the cancellation date. This clause does not apply if the delay results from force majeure.
Special case: tracking shows “delivered” but parcel not received in mailbox. If the Customer notifies the Seller that the parcel is not in the mailbox despite tracking showing “delivered,” customer support may request additional information and an official response from the postal operator regarding the tracking number. The Seller will then make every effort to satisfy the Customer, including resending the products at its own expense.

Article 7 – Right of withdrawal & model withdrawal form

The Consumer Customer has 14 working days from receipt of the product to withdraw. They must return any Product they do not want and request an exchange or refund without penalties (except return shipping costs) within 14 days from Pawvila’s receipt of the refund request.
The Product must be returned in perfect condition, sealed/blistered, and unused. Below is a model withdrawal form for an order placed on the Site, to be addressed to Pawvila. Return shipping costs are borne by the Customer.
The Customer is advised to use a trackable return method; otherwise, if the return does not reach the Seller, no carrier investigation can be opened.
Refunds are made using the same payment method used by the Customer for the initial transaction (unless the Customer expressly agrees to another method at no extra cost).
The Seller may defer the refund until receipt of the Product or until the Customer has provided proof of dispatch, whichever occurs first.
In case of depreciation of Products resulting from handling beyond what is necessary to establish the nature, characteristics, and proper functioning of the Product(s), the Customer may be held liable.

Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Pawvila
I/We () hereby notify my/our () withdrawal from the contract regarding the sale of the goods below:
Order number:
Name / First name:
Phone number:
Email address:
Postal address:
Reason for the claim:
Exchange* (state desired product)
Refund* (attach full bank details/IBAN/BIC if applicable)
Signature of Customer(s) (paper notifications only):
Date:
(*) Delete as appropriate.

Article 8 – Product warranties

Statutory conformity warranty applies independently of any commercial warranty.
The consumer may invoke the warranty against hidden defects under Civil Code art. 1641. In such case, the buyer may choose rescission of the sale or a price reduction (art. 1644 Civil Code) within two years from discovery of the defect. Limitation periods cannot exceed twenty years from the day the right arose (art. 2232 Civil Code).
All items purchased on the Site benefit from the following legal warranties under the Civil Code:

Conformity warranty – The Seller must deliver goods conforming to the contract and is liable for lack of conformity existing at delivery. The Customer must prove the defect existed at the time of taking possession. “In the event of nonconformity, the buyer chooses between repair and replacement. However, the seller may proceed with the option not chosen if that option entails a manifestly disproportionate cost, taking into account the value of the goods or the significance of the defect; in that case, the seller must proceed, unless impossible, with the other option.”

Hidden defects warranty – In case of nonconformity, the Product may be returned to the Seller for exchange. If exchange is impossible (obsolete, out of stock, etc.), the Customer will be refunded by check or bank transfer. Exchange/refund procedure costs (including return shipping) are then borne by the Seller.

Article 9 – Liability

Pawvila shall not be liable for failure to perform due to force majeure. For purchased Products, the Seller will not be liable for indirect damages (loss of business, profit, customers, data, etc.) arising from these T&Cs or their use/non-use.
Product choice and purchase are the Customer’s sole responsibility. Any total or partial impossibility to use the Products, particularly due to hardware incompatibility, shall not give rise to any compensation or refund, except in cases of proven hidden defect, nonconformity, defectiveness, or exercise of the right of withdrawal where applicable.
The Customer expressly agrees to use the Site at their own risk and under their sole responsibility. In any event, Pawvila shall not be liable for:

  • any direct or indirect damage, including loss of profits, revenue, customers, or data, arising from use or inability to use the Site;

  • malfunction, access unavailability, misuse, misconfiguration of the Customer’s device, or use of an uncommon browser;

  • the content of advertisements and other external links/sources accessible from the Site.
    The Seller’s liability cannot be engaged if Product characteristics differ from visuals on the Site or if such visuals contain errors or are incomplete.

Article 10 – Force majeure

As per Civil Code art. 1218, force majeure includes events beyond the parties’ control that could not reasonably be foreseen or avoided, and which render performance impossible.
Occurrence of force majeure automatically suspends the Order’s performance.
After 90 calendar days of persistence, either party may cancel the Order and terminate the sales contract by registered letter with acknowledgment of receipt. Termination takes effect on first presentation of the letter. No damages shall be owed unless otherwise agreed by both parties.

Article 11 – Intellectual property rights

All elements of the Site belong to the Seller or a third-party agent, or are used with permission.
Texts, comments, works, illustrations, images (visual or audio) reproduced on the Site are protected by copyright, trademarks, image rights, and patents. No one is authorized to reproduce, exploit, redistribute, or use any Site elements, even partially. Any link—simple or hypertext—is strictly prohibited without the Company’s prior written consent and may be withdrawn upon simple request.
Only private use of the Site is authorized, subject to the French Intellectual Property Code.
Any total or partial reproduction of the Company’s catalog is strictly prohibited. Any other use constitutes infringement unless previously authorized.
Any reproduction or adaptation of logos, text, pictographic or video content (non-exhaustive) is strictly prohibited and constitutes infringement. Offending Customer accounts may be deleted without notice or compensation, without prejudice to legal action.
Trademarks and logos on the Site may be registered by Pawvila or its partners. Any representation, reproduction, nesting, diffusion, or re-diffusion exposes offenders to penalties under arts. L.713-2 et seq. of the Intellectual Property Code.

Article 12 – Personal data processing

The Company collects Customer data:
a) to process and track the Customer’s order on the Site; and/or
b) to contact you about events relating to the Company, including product updates and customer relationship management; and/or
c) to collect information to improve the Site and our Products (including via cookies).
Data are processed by the Site’s contractual service providers in charge of packing/distribution of ordered Products and by the hosting provider Shopify Inc., whose servers are secured and protected by a firewall.
Data are retained only for the time necessary for the purposes above and in any case no longer than five (5) years.
In accordance with applicable data protection laws (including GDPR), Customers have rights of access, modification, rectification, deletion, and objection on legitimate grounds.
Customers may exercise their rights by emailing pawvillla@gmail.com.

Article 13 – User comments and submissions

If the Customer sends ideas, proposals, or other materials (collectively, “comments”)—online, by email, by mail, or otherwise—requested by the Company or not, the Customer grants the Company the right at any time, without restriction, to edit, copy, publish, distribute, translate, and otherwise use in any medium any comments submitted.
The Company is not obligated to: (1) maintain comments in confidence; (2) compensate anyone for comments; or (3) respond to comments.
The Company may monitor, edit, or remove content it deems, at its sole discretion, illegal, offensive, threatening, libelous, pornographic, obscene, criminal, or infringing on any IP or these T&Cs.
The Customer agrees not to violate third-party rights (copyright, trademarks, privacy, personality, or other personal/property rights), not to post unlawful, defamatory, offensive, or obscene content, and not to include viruses or malicious code that could affect the Site or related websites. The Customer agrees not to use a false email address, impersonate anyone, or mislead the Company/third parties as to the origin of comments.
The Customer is solely responsible for comments and their accuracy. The Company assumes no responsibility and disclaims all liability for comments posted by the Customer or third parties.

Article 14 – Severability

If any provision of the T&Cs is deemed illegal, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
These T&Cs replace all prior or contemporaneous agreements, written or oral. The T&Cs are not assignable, transferable, or sublicensable by the Customer.
A printed version of the T&Cs and any notices given electronically may be requested in legal or administrative proceedings related to the T&Cs. The parties agree that all correspondence relating to these T&Cs shall be in French.

Article 15 – Governing law & mediation

These T&Cs are governed by French law.
The Site reserves the right to bring criminal proceedings against any attempt at fraudulent purchase or purchases with banned/contested cards, stolen or falsified means of payment; no amicable settlement will be accepted in such cases.
Nullity or unenforceability of any clause does not affect the validity of other provisions and does not release the Customer from contractual obligations.

Indemnity
You agree to defend, indemnify, and hold the Company and its affiliates, successors, officers, agents, service providers, attorneys, suppliers, and employees harmless from any claim or demand, including reasonable attorneys’ and court fees, made by any third party due to or arising out of your use of the website or our products/services, your violation of the T&Cs, or your breach of acknowledgments, agreements, representations, warranties, and obligations herein.

Cross-border disputes & mediation
Disputes relating to validity, interpretation, performance, non-performance, interruption, or termination of this contract may be submitted to mediation at the Customer’s request.
EU ODR platform: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage. A mediator accredited by the CECMC may be appointed to facilitate resolution between the Company and its Customers. The mediator’s website describes the process and allows online submission with supporting documents.
A dispute cannot be examined by the mediator if: the Customer has not first attempted to resolve it directly with the Company in writing; the request is manifestly unfounded or abusive; the dispute has been or is being examined by another mediator or a court; the request is filed more than one year after the Customer’s written claim to the Company; or the dispute falls outside the mediator’s competence.
Mediation is free for the Customer. If the Customer hires an attorney, third party, or expert at any stage, they bear their own costs. The mediator receives no instructions from the parties and is not paid based on outcome. Participation in mediation does not preclude court action. The competent court in case of litigation is the Estonian court, as applicable.

The Site reserves the right to bring criminal proceedings against any attempt at fraudulent purchase or purchases with banned/contested cards, stolen or falsified checks; no amicable settlement will be accepted.
Nullity or unenforceability of any clause does not affect other provisions or release the Customer from obligations.

Parts warranty
The warranty is limited to 30 days from the purchase date under normal conditions of use and excluding failure caused by external factors. Under these conditions, the seller undertakes to replace the defective part.