Terms of service
Last updated: June 2026
SECTION 1 – ABOUT US
This website is operated by Paws, a trading name of HME-Commerce, registered in the Netherlands under Chamber of Commerce number 90010094. Throughout these Terms, "we," "us," and "our" refer to Paws. Our store is powered by Shopify, which enables us to provide our services to you. However, all sales and purchases are made directly with Paws. Shopify is not responsible for any aspect of transactions between you and Paws.
By using this website and/or purchasing from us, you agree to these Terms of Service. Please read them carefully before using the website or placing an order.
These Terms do not affect your statutory rights under Dutch or EU law. Where applicable law grants you rights that supersede these Terms, those rights apply regardless.
SECTION 2 – ELIGIBILITY
By using this website, you confirm that:
- You are of legal age in your country of residence, or that you have obtained parental or guardian consent
- You are using the website for lawful purposes only
- You are acting as a consumer (not as a trader or reseller) unless otherwise agreed in writing
We reserve the right to refuse service, cancel accounts, or decline orders at our discretion, particularly in cases where we suspect fraudulent activity, resale intent, or violation of these Terms.
SECTION 3 – CONTRACT FORMATION
The display of products on our website constitutes an invitation to treat, not a binding offer. A purchase agreement between you and Paws is only formed when:
- You place an order by completing checkout and clicking the order confirmation button
- We send you an order confirmation email explicitly accepting your order
An automated receipt email confirms we received your order but does not constitute acceptance of the contract. We reserve the right to decline any order, for example in cases of:
- Pricing or product description errors
- Stock or supplier unavailability
- Suspected fraud or misuse
- Delivery restrictions to certain regions
If we decline your order after payment has been made, we will notify you promptly and issue a full refund within 14 days.
SECTION 4 – PRICING AND PRODUCT INFORMATION
- All prices are displayed inclusive of VAT where required by Dutch law
- We make every reasonable effort to ensure pricing and product information is accurate at all times
- In the event of a clear and obvious pricing error, we reserve the right to cancel the order before shipment and offer a full refund. We will notify you before taking any action
- Product images are representative. Minor color or material variations due to screen calibration or production batches are possible and do not constitute non-conformity
- For deliveries outside the EU, additional import duties, customs charges, or local taxes may apply. These are entirely at your expense and are not included in our prices. We are not responsible for delays caused by customs procedures
- We reserve the right to modify prices, product descriptions, and availability at any time without prior notice, provided that changes do not affect orders already confirmed
SECTION 5 – SHIPPING AND DELIVERY
Delivery times, shipping conditions, carrier information, and return logistics are governed by our Shipping & Returns Policy, which forms part of these Terms of Service. In the event of a conflict between these Terms and the Shipping & Returns Policy, the Shipping & Returns Policy shall prevail on matters of delivery and returns.
Our products are fulfilled by third-party suppliers and shipped directly to you. All statutory consumer rights apply regardless of the fulfillment method. As seller of record, Paws remains fully responsible for your order until you physically receive it.
SECTION 6 – CONSUMER RIGHT OF WITHDRAWAL
In accordance with the EU Consumer Rights Directive (2011/83/EU) and Dutch law (Article 6:230o BW), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
How to exercise this right:
- Notify us in writing within 14 days of receipt via email at support@pawsthebrand.com or our contact form
- Return the product to us within 14 days of your withdrawal notice
Refund:
Upon withdrawal, we will refund:
- The full purchase price of the product
- The standard delivery cost (the cheapest delivery option we offered at checkout)
We will not refund:
- Any premium or express shipping costs above the standard rate
- Return shipping costs, which are at your expense
Refunds will be issued within 14 days of receiving your returned product — or proof of return, whichever comes first — using the same payment method used for the original purchase.
Condition of returned goods:
- Products must be returned in their original, unused condition and where possible in original packaging
- We reserve the right to deduct an amount reflecting any reduction in value caused by handling beyond what is reasonably necessary to assess the product's nature, characteristics, and functioning
- Products returned in a damaged, used, or materially incomplete state may be subject to a partial refund reflecting the diminished value
- We reserve the right to refuse a refund entirely if the product is returned in a condition that makes it unsellable and that condition is attributable to you
Exceptions — the right of withdrawal does not apply to:
- Sealed hygiene or personal care products that have been opened after delivery
- Customized or personalized products made to your specification
- Perishable goods
- Digital content that has been accessed or downloaded, where you explicitly consented to waive your withdrawal right at the time of purchase
- Products that have been clearly used beyond inspection purposes
SECTION 7 – LEGAL GUARANTEE (NON-CONFORMITEIT)
In accordance with Article 7:17 Burgerlijk Wetboek (BW) and the EU Sale of Goods Directive (2019/771/EU), all products we sell must conform to the purchase agreement at the time of delivery.
A product conforms to the agreement when it:
- Matches its description, type, quantity, and quality as stated at the time of purchase
- Is fit for the purpose for which products of that type are normally used
- Is of the quality and durability that a consumer would reasonably expect
- Matches any specific claims made in our advertising or product descriptions
What is not covered:
Non-conformity does not include defects or damage resulting from:
- Misuse, neglect, or accidental damage after delivery
- Normal wear and tear
- Failure to follow product care or usage instructions
- Unauthorized modifications or repairs
- External causes beyond our control after delivery
Your obligation to notify us:
You must notify us of any defect within a reasonable time after you discover or should have discovered it. Under Dutch law, notification within 2 months of discovery is considered timely. Failure to notify within a reasonable time may affect your right to a remedy.
Remedies — in order of priority:
If a product is non-conforming, you are entitled to the following remedies in the following order:
- Repair — our first right is to repair the product at no cost to you
- Replacement — only if repair is impossible or would cause disproportionate cost or inconvenience
- Price reduction — only if repair and replacement are both not possible or have failed
- Full refund and dissolution of contract — only available if the non-conformity is not minor and repair, replacement, and price reduction are all not appropriate or have failed
We reserve the right to choose between repair and replacement where both are reasonably possible, taking into account cost and practicality.
Timeframes:
- Defects manifesting within 12 months of delivery are presumed to have existed at the time of delivery. The burden of proof lies with us to demonstrate otherwise
- Defects manifesting between 12 and 24 months after delivery require you to demonstrate that the defect existed at the time of delivery
- Your right to bring a claim is subject to the general limitation period of 5 years under Article 3:310 BW, running from the date you became aware of the defect
Return shipping on non-conforming products:
If a product is confirmed non-conforming following our assessment, return shipping costs are at our expense. We may request photographic or other evidence of the defect before authorizing a return.
SECTION 8 – COMMERCIAL WARRANTY (if applicable)
Where we offer a commercial warranty in addition to your statutory rights, the terms of that warranty will be clearly communicated at the time of purchase. A commercial warranty does not affect or limit your statutory rights under Article 7:17 BW.
SECTION 9 – LIABILITY
We are liable for damages caused by our products or services to the extent required by mandatory Dutch and EU law.
We expressly limit or exclude liability for:
- Indirect, consequential, or economic loss, including but not limited to loss of profit (gederfde winst), loss of data, or business interruption, to the maximum extent permitted by applicable law
- Damage resulting from misuse, improper installation, neglect, or failure to follow product instructions
- Damage caused by force majeure, including but not limited to natural disasters, pandemics, government measures, strikes, transport disruptions, or supply chain failures beyond our reasonable control
- Damage arising from third-party products, services, or websites linked from or integrated with our website
- Delays or failures caused by our third-party fulfillment suppliers, provided we take reasonable steps to resolve the issue promptly
Maximum liability:
To the extent permitted by law, our total liability to you for any claim arising from a purchase shall not exceed the price paid for the product or service in question.
SECTION 10 – ACCURACY OF INFORMATION
We make every reasonable effort to ensure that information on our website is accurate, complete, and up to date. However:
- Website content is provided for general informational purposes
- We reserve the right to modify or remove content at any time without prior notice
- We are not liable for decisions made based solely on website content, beyond our obligations under mandatory consumer protection law
Where an error materially affects your order, we will contact you before proceeding.
SECTION 11 – THIRD-PARTY LINKS AND TOOLS
Our website may contain links to third-party websites or provide access to third-party tools. We have no control over and are not responsible for:
- The content, accuracy, or availability of third-party websites
- The practices, terms, or privacy policies of third parties
- Any damage or loss arising from your use of third-party tools or websites
Use of third-party tools or websites is entirely at your own risk. We recommend reviewing the terms and privacy policies of any third-party site before use.
SECTION 12 – PERSONAL DATA AND PRIVACY
We process your personal data in accordance with our Privacy Policy and applicable data protection law, including the General Data Protection Regulation (GDPR / AVG). Because our store is hosted by Shopify, certain personal data is also processed by Shopify in accordance with their privacy policy.
By using our website, you acknowledge that we process personal data as described in our Privacy Policy. You have the right to access, correct, restrict processing of, or request deletion of your personal data at any time by contacting us at support@pawsthebrand.com.
SECTION 13 – INTELLECTUAL PROPERTY
All content on this website — including but not limited to text, images, logos, product descriptions, and design — is owned by or licensed to Paws and is protected by applicable intellectual property law.
You may not reproduce, copy, distribute, modify, or commercially exploit any content from this website without our prior written permission. Unauthorized use may result in legal action.
Shopify's name, logo, and related trademarks are the property of Shopify Inc. and are used under license.
SECTION 14 – PROHIBITED USE
You agree not to use this website or its content to:
- Engage in any unlawful or fraudulent activity
- Infringe the intellectual property rights of Paws or any third party
- Transmit viruses, malware, or any other harmful or disruptive code
- Engage in spamming, phishing, or unauthorized data collection
- Resell or commercially exploit our products without our prior written consent
- Use automated tools, scrapers, bots, or AI agents to access or interact with our website without our express written permission
- Harass, defame, or harm other users or third parties
Violation of this section may result in immediate termination of your access and, where applicable, civil or criminal legal action.
SECTION 15 – AUTOMATED AGENTS
No automated software, bot, scraper, or AI agent may access, use, or interact with our website unless it:
- Clearly identifies itself as an agent in all requests
- Discloses the name of the agent and the party operating it
- Does not mimic human behavior or circumvent security measures
- Has received our prior written permission
We reserve the right to block, limit, or take legal action against unauthorized automated access.
SECTION 16 – FEEDBACK AND REVIEWS
Any feedback, reviews, or suggestions you submit to us may be used by Paws for business purposes, including publication and marketing, without compensation or obligation of confidentiality, unless otherwise agreed.
You warrant that any submission:
- Is your own original content
- Does not infringe third-party rights
- Does not contain unlawful, abusive, or misleading content
We reserve the right to moderate, edit, or remove any submission at our discretion.
SECTION 17 – DISPUTE RESOLUTION
If you have a complaint about a product or our service, please contact us first at support@pawsthebrand.com. We will make every effort to resolve your complaint within 14 days of receipt.
If we are unable to reach a satisfactory resolution, you may:
- Submit your dispute to an accredited alternative dispute resolution (ADR) body or the Geschillencommissie where applicable
- Use the EU Online Dispute Resolution (ODR) platform, accessible at https://ec.europa.eu/consumers/odr
- Seek recourse through the competent Dutch courts
SECTION 18 – GOVERNING LAW AND JURISDICTION
These Terms of Service are governed by Dutch law. Any disputes arising from or related to these Terms or your use of our website shall be subject to the jurisdiction of the competent courts in the Netherlands, without prejudice to your rights as an EU consumer to bring proceedings in the courts of your country of residence.
Your statutory rights as an EU consumer are not affected by this choice of law.
SECTION 19 – TERMINATION
We may terminate your access to the website at any time, without notice, if we determine that you have violated any part of these Terms. Upon termination, all provisions that by their nature should survive — including Intellectual Property, Feedback, Liability, and Governing Law — continue to apply.
You remain liable for all amounts due up to and including the date of termination.
SECTION 20 – CHANGES TO THESE TERMS
We reserve the right to update or amend these Terms at any time. The most current version will always be available on this page, with the date of last update clearly stated.
For existing orders, the Terms in force at the time of purchase apply. For ongoing use of the website, continued use after changes have been posted constitutes acceptance of the updated Terms.
For significant changes, we will make reasonable efforts to notify registered users by email in advance.
SECTION 21 – SEVERABILITY
If any provision of these Terms is found to be invalid, unlawful, or unenforceable under applicable law, that provision shall be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible. The remaining provisions continue in full force and effect.
SECTION 22 – ENTIRE AGREEMENT
These Terms of Service, together with our Privacy Policy, Shipping & Returns Policy, and any other policies referenced herein, constitute the entire agreement between you and Paws regarding your use of this website and any purchases made through it. They supersede all prior communications, representations, or agreements, whether written or oral.
SECTION 23 – ASSIGNMENT
You may not transfer or assign your rights or obligations under these Terms without our prior written consent. We may transfer, assign, or delegate these Terms and our rights and obligations without notice to you, for example in the event of a business acquisition or restructuring.
SECTION 24 – CONTACT INFORMATION
For questions about these Terms of Service, complaints, or any other inquiries, please contact us at:
Paws
(Trading name of HME-Commerce)
KvK-nummer: 90010094
BTW-nummer: NL004779195B28
Email: support@pawsthebrand.com
Paws is powered by Shopify. Shopify is not a party to any transaction between you and Paws and bears no responsibility for any aspect of your purchase.
PAWS — a trading name of HME-Commerce
Last updated: June 2026