Terms and conditions

Draft for legal review. Last edited 2 September 2026. This is a template written for an EU online pet supplies shop. It has not been reviewed by a lawyer, and the details in [square brackets] still have to be filled in. It must be reviewed by the client’s legal counsel before the shop takes an order.

These terms govern every order placed through this shop. They are written to be read, not to be survived, so they are shorter than they could be. Nothing in them takes away rights you have as a consumer under EU or national law; where a term and the law disagree, the law wins.

Who you are buying from

The shop is operated by [registered legal name of the trading entity], trading as Furland, registered in [country of establishment] at [registered office address].

• Company registration number: [company number]
• VAT identification number: [VAT number]
• Email: [customer service email] · Telephone: [telephone]

Prices and currency

All prices are in euro and include VAT at the rate applying to your delivery country. Delivery charges are shown separately and always before you are asked to pay; you will never be charged anything you have not seen first. The price that binds us both is the one displayed when you place the order, even if it changes afterwards.

Prices can be wrong. If an item is listed at a price obviously mistaken — a €80 scratching post at €0.80 — we will not simply ship it; we will tell you, and you can confirm at the correct price or cancel for a full refund.

How an order is made

1. You put items in the basket and place the order. That is an offer to buy.
2. We send an acknowledgement email. That confirms we received the order; it is not yet acceptance.
3. We send a dispatch confirmation. At that moment the contract exists, for the items named in it and no others.

We may decline an order — because an item is genuinely out of stock, because we cannot deliver to your address, or because we suspect fraud. If we decline after you have paid, you are refunded in full.

Delivery

We deliver within the European Union. Orders placed before 3pm on a working day leave the same afternoon; carriers usually take two working days after that, though remote regions and islands take longer. Delivery is free on orders over €49 and [standard delivery charge] below that.

Unless we agree a date with you, we deliver within 30 days of the contract. If we miss that, you can give us a reasonable further period, and if we miss that too you can cancel and be refunded in full. Risk in the goods passes to you when you, or someone you have asked to take delivery, physically receives them.

Your right to change your mind

As a consumer you have 14 days from receiving the goods to withdraw from the contract without giving a reason, and we voluntarily extend that to 30 days. A few kinds of goods are excluded from the statutory right for reasons of hygiene and perishability. The full explanation, the exceptions and the withdrawal form are on the returns and withdrawal page.

When something is wrong with what arrived

You have a legal guarantee of conformity for two years from delivery. If an item is faulty, damaged in transit, not what was ordered or not what was described, we will repair or replace it, and if neither is possible or reasonable you get a price reduction or your money back. Return postage in those cases is ours, not yours. This is separate from and additional to the right to change your mind.

What we sell, and what we do not

We sell supplies: food, bedding, tanks, cages, toys, grooming and the boring essentials. We do not sell live animals, and nothing here is veterinary advice. Feeding guides, tank sizes and dosages printed on packaging are general; your vet knows your animal and we do not.

Food and treats are sold with a minimum shelf life of [minimum months remaining on delivery] from delivery. Medicines and veterinary products, where we sell them, may carry additional restrictions shown on the product page.

Your account

You can order without an account. If you make one, keep your sign-in details to yourself and tell us promptly if you think someone else has them. We can suspend an account being used fraudulently or to abuse the returns policy, and we will say why when we do.

Our liability

We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We are not responsible for unforeseeable loss, nor for business losses, since this shop sells to consumers. We never limit liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit — including our obligations under product liability rules.

Complaints and disputes

Write to [customer service email] first; most things are settled that week. These terms are governed by the law of [governing law], but that choice cannot deprive you of the protection of the mandatory consumer law of the country you live in, and you can always bring a claim in the courts there.

You may also use an approved alternative dispute resolution body: [name and website of the competent ADR body]. We [are / are not] obliged to take part in ADR proceedings.

Changes to these terms

We update these terms from time to time. The version that applies to your order is the one published when you placed it, and we keep a copy so we can tell you which that was.