General Terms and Conditions of Sale (GTC) – Consumers
Last updated: January 2, 2026
1) Purpose and scope
These General Terms and Conditions of Sale (“GTC”) govern purchases made by consumers on the website: wwwpaulovee.fr (the “Shop”), operated by the company Pawlove SE.
When certain products are offered by third-party sellers through our Marketplace, the specific Marketplace usage rules (see Marketplace Terms of Use below) apply. In this case, the sales contract is concluded directly between the customer and the third-party seller , according to the third-party seller's terms and conditions.
2) Ordering, contract formation, private use and quantities
2.1 Order Process
The customer selects the products, adds them to the basket, checks the summary (price, VAT, delivery), and then confirms the order. Confirmation constitutes a firm offer to purchase .
The use of remote communication means does not incur any additional costs on our part, apart from any costs charged by the customer's access provider/operator.
2.2 Conclusion of the contract
- The information, photos and descriptions on the Shop are for informational purposes only .
- The contract is deemed concluded when we confirm the shipment (shipping confirmation servicepawlovee@gmail.com).
- Exception: payment by bank transfer/prepayment. In this case, the contract is formed upon receipt of our payment instructions . Payment must be received within the specified timeframe, otherwise the order may be cancelled.
2.3 For domestic use only, resale prohibited, order limit
Our products are intended for personal use only . Purchase for resale or commercial purposes is not permitted. We may refuse, limit, or cancel an order if there are serious indications that it does not correspond to a "general public" purchase (unusual volumes, repetitions, etc.).
Where applicable, a minimum order value and/or maximum order amount may apply and will be displayed at checkout. Some limits may vary for products sold by partners.
2.4 Language and Preservation
The General Terms and Conditions are written in French . Contractual documents are kept for the duration necessary for processing, then archived in accordance with legal requirements. A copy can be provided upon request.
3) Price, VAT and delivery charges
The prices shown are in euros , including VAT , but excluding delivery charges, unless otherwise stated. Delivery charges (and options) are shown before order confirmation.
For deliveries outside the European Union , import taxes/duties may be levied upon arrival. These charges are the responsibility of the customer, according to the regulations of the destination country.
4) Delivery
4.1 Delivery times and shipping
Preparation and delivery times are indicated on the Shop and may vary depending on the products, periods, carriers and availability.
4.2 Partial Delivery
If some items are not available at the same time, we can ship in multiple packages, at no extra cost where reasonable.
4.3 Unavailability / inability to perform
If a product becomes unavailable for reasons beyond our control, we will inform the customer and may offer an equivalent product. If no equivalent product is available, or if the customer refuses the alternative, any payments made will be refunded.
4.4 Damage and damaged packages
In the event of damage upon delivery, the customer is asked to contact us promptly to facilitate the process with the carrier. This does not affect the consumer's statutory rights.
4.5 Data transmitted to the carrier
To ensure delivery and tracking, certain data (e.g. email, telephone if provided) may be transmitted to the carrier, solely for the purpose of executing the delivery, in accordance with our privacy policy.
5) Retention of title
The products remain our property until full payment is received . Before transfer of ownership, the customer agrees not to damage, alter, or use the product in a manner incompatible with this principle, except where required by mandatory legal provisions.
6) Right of withdrawal (distance selling)
6.1 Principle
The customer has 14 days to withdraw, without giving any reason, from the date of receipt of the last item in the order (or the last package in the case of separate shipments).
6.2 Exercise of rights
The right of withdrawal is exercised by a clear statement (email or letter).
Contact for cancellation:
- Email: servicepawlovee@gmail.com
- Telephone: 07 43 33 06 21
6.3 Effects and reimbursement
In the event of cancellation, we will refund the price paid (including standard delivery, if applicable) within a maximum of 14 days from receipt of the returned goods or proof of shipment (whichever is earlier). The refund will be issued via the same payment method , unless otherwise agreed.
6.4 Product Returns
The customer must return the products within 14 days of notifying us of their withdrawal, to the following address: 51 rue de Tournai, Lille 59800
Return shipping costs: covered
The customer may be responsible for any depreciation if the handling exceeds what is necessary to verify the nature and proper functioning of the product.
6.5 Exceptions to the right of withdrawal
The right of withdrawal does not apply in particular to:
- customized products or products manufactured according to customer specifications.
- perishable products / products with a short expiration date,
- Sealed products cannot be returned for hygiene reasons if the seal is removed.
- products inseparably mixed after delivery.
7) Legal guarantees, after-sales service, liability
The consumer benefits from applicable legal guarantees (conformity, hidden defects), according to current legislation. In the event of a non-conforming product, the customer may request repair or replacement, and then, depending on legal conditions, a price reduction or cancellation of the sale.
Warranty/After-Sales Service Request:
- Email: servicepawlovee@gmail.com
Products intended for veterinary/dietary use: their use must follow the recommendations of a qualified professional. We cannot be held responsible for any use that does not comply with the recommendations or warnings.
8) Payment and invoicing
8.1 Acceptable Means
Available payment methods are indicated at checkout (e.g., credit card, PayPal, Apple Pay, Google Pay, bank transfer). We may limit certain methods depending on the type of order, delivery, or product.
Cash and check payments are not accepted.
8.2 Payment by card
Your card may be charged at the time of preparation/shipment, depending on the payment process. Accepted cards are listed on the payment page.
8.3 Promo codes and gift cards
The use of promotional codes and gift cards is subject to their specific conditions (validity, cumulative effect, exclusions).
8.4 Electronic Invoice
The invoice can be sent by email in PDF format and/or made available in the customer area.
9) Personal data
Data processing is described in our Privacy Policy .
10) Commercial communication
If permitted by law, we may send information about products/services similar to those purchased, via the email address provided. The customer can object to this at any time via the unsubscribe link or by email: servicepawlovee@gmail.com.
11) Complaints and amicable settlement of disputes
In case of difficulty, the customer is invited to contact Customer Service: servicepawlovee@gmail.com. We prefer an amicable resolution.
(Optional depending on the country: consumer mediator / ODR platform / DSA.)
12) Applicable Law – Final Clauses
Unless otherwise required by law in the consumer's country of residence, these terms and conditions are governed by the law of : France.
If a clause is deemed invalid, the other provisions remain applicable.
13) User Obligations
The user agrees to:
- provide accurate information when placing your order,
- use the Marketplace fairly,
- respect laws and rights (including intellectual property),
- do not attempt to access the systems (e.g., scraping, intrusion),
- Do not publish illegal, defamatory or misleading content.
14) Services and ranking criteria
The Marketplace offers:
- browsing by categories,
- keyword search,
- filters (price, popularity, reviews, etc.),
- publication of notices (according to applicable rules).
The ranking may depend in particular on relevance to keywords, popularity, reviews, availability, or other displayed criteria.
15) Personal data
The data processing related to the use of the Marketplace is described in the privacy policy.
16) Intellectual property
Content belonging to Pawlove (trademarks, logos, texts, visuals, database, technical elements) is protected.
Any reproduction, substantial extraction, reuse or automated collection (scraping) is prohibited without authorization.
24) Reporting of illegal content (DSA)
A reporting mechanism allows users to notify potentially illegal content:
Notifications are processed diligently and objectively.
25) Disputes: user ↔ seller / user ↔ Pawlove
- Disputes related to an order placed with a third-party seller should be dealt with primarily with the seller .
- For disputes related to the operation of the Marketplace, users can contact Pawlove at servicepawlovee@gmail.com
Extrajudicial channels may exist (DSA certified bodies / mediation), without being mandatory, according to the applicable regulations.