Terms of service

Overview

This website is operated by Pet's Love. Throughout the site, the terms "we", "us" and "our" refer to Pet's Love. Our store contact email is accountmannger@petslove.online. We ship orders from Guangzhou, China to the United States, Canada, Australia and New Zealand.

The following terms and conditions, together with any policies referenced herein (collectively, the "Terms of Service"), describe your rights and responsibilities when using the Service. Please read these Terms of Service carefully, as they contain important information about your legal rights, including disclaimers and limitations of liability.

By accessing, interacting with, or using our Service, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these Terms of Service or the Privacy Policy, please do not use or access the Service. These Terms of Service do not limit any rights you may have under applicable consumer protection laws or any other non-waivable statutory rights.

PRICES, CURRENCIES AND TAXES

Prices are shown in the currency of your market and are confirmed at checkout. Product prices include applicable taxes. Shipping rates do not include tax. The total shown and paid at checkout includes applicable import duties for orders delivered to the United States, Canada, Australia and New Zealand, as described in our Shipping Policy. We may change prices or discontinue products at any time, but changes will not affect orders already confirmed.

1. Access and Accounts

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province, and that you have consented to allow any of your minor dependents to use the Service on a device you own, purchase or manage. To use the Service (including to access or browse our online store, or to purchase any products or services we offer), you may be required to provide certain information, for example your email address, billing, payment and shipping information. You represent and warrant that all information you provide in our store is accurate, current and complete, and that you have all rights necessary to provide this information. You are solely responsible for maintaining the security of your account credentials and for all activity on your account. You may not transfer, sell, assign or license your account to any other person.

2. Our Products

We have made every effort to display our products and services accurately in our online store. Please note, however, that colours or product appearance may differ from the appearance shown on screen, due to the type of device you use to access the store and your device settings and configuration. We do not guarantee that the appearance or quality of any product or service you purchase will meet your expectations, or be exactly as depicted or presented in our online store. All product descriptions are subject to change without notice, and we reserve the right, in our sole discretion, to discontinue any product at any time, and to limit, as the case may be, the quantity of any product we offer to any person, geographic region or jurisdiction.

3. Orders

Placing an order constitutes an offer to purchase, and authorizes us and our payment processors to charge the total amount of the order through the payment method you have chosen. Pet's Love reserves the right, in its sole discretion and in accordance with applicable law, to accept or reject your order for any reason. Your order is not deemed accepted until Pet's Love confirms its acceptance. Before accepting your order, we must receive and process your payment. Please check your order carefully before submitting it, because once an order has been accepted, Pet's Love may not be able to fulfil a cancellation request. If we do not accept, change or cancel an order, we may attempt to notify you by contacting the email address, billing address and/or telephone number you provided when placing your order. Items you purchase may only be returned or exchanged in accordance with our Refund Policy. This does not limit any rights you may have under applicable law. You represent and warrant that the items you purchase are for your personal or household use, and not for commercial resale or export.

4. Prices and Billing

Prices, discounts and promotions are subject to change without notice. The price charged for a product or service will be the price in effect at the time you place your order, and will be shown in your order confirmation email. Product prices include applicable taxes. Shipping rates do not include tax. Unless expressly stated otherwise, posted prices do not include shipping, handling, customs or import charges, except that applicable import duties for orders delivered to the United States, Canada, Australia and New Zealand are included in the total shown and paid at checkout, as described in our Shipping Policy. Prices posted in our online store may differ from prices offered in a physical store or in an online or other store operated by a third party. From time to time, we may offer promotions on the Service, which may affect pricing and are subject to terms and conditions independent of these Terms of Service. If there is a conflict between the terms of a promotion and these Terms of Service, the promotion terms will govern. You agree to provide current, complete and accurate purchase, payment and account information for all purchases you make in our store. You agree to promptly update your account and other information (including your email address, credit card number and expiry date) so that we can complete your transactions and contact you when necessary. You represent and warrant that (1) you are authorized to use the payment method you provide, (2) the information you provide for this payment method is true, accurate and complete, (3) charges you incur will be honoured by your payment method provider, and (4) you will pay the charges you incur at the prices posted, including shipping and handling charges and all applicable taxes, if any.

5. Shipping and Delivery

Unless otherwise stated, we are not responsible for shipping and delivery delays. All delivery times are estimates only, and are not guaranteed. We are not responsible for delays caused by the shipping carrier, customs processing, or events beyond our control. To the maximum extent permitted by applicable law, title and risk of loss pass to you when we hand the product to the carrier, except as otherwise provided by applicable law. We are not responsible for delays or failures caused by events beyond our reasonable control, including carrier or customs delays, natural disasters, severe weather, labour disputes, supply shortages, utility or telecommunications interruptions, network incidents, government actions, or other similar events. Please see our Shipping Policy for more details.

SHIPPING AND RETURNS

Delivery times, shipping fees and the treatment of taxes and import duties are described in our Shipping Policy. Returns, refunds, and Australian and New Zealand consumer guarantees are described in our Refund Policy. Those policies form part of these Terms.

6. Intellectual Property

Our Service, including but not limited to all trademarks, brands, text, images, graphics, product reviews, videos and audio, is owned by Pet's Love, its affiliates or licensors, and is protected by trademark, copyright and other intellectual property laws of the United States and other countries. Likewise, product pages are managed and owned by Pet's Love. Purchasing or receiving delivery of any product does not grant or confer any intellectual property in the product itself, its design, software or underlying technology (including any patents, copyrights, trademarks or other proprietary rights). All such rights remain exclusively with Pet's Love or the original rights holder. These Terms permit you to use the Service for personal, non-commercial use only. You may not copy, distribute, modify, create derivative works from, publicly display, publicly perform, republish, download, store or transmit any material on the Service without our prior written consent. Except as expressly provided herein, nothing in these Terms of Service grants, or should be construed as granting, you any licence or other right in any patent, trademark, copyright or other intellectual property of Pet's Love, Shopify or any third party. Unauthorized use of the Service may violate applicable intellectual property or other laws. All rights not expressly granted herein are reserved by Pet's Love. The names, logos, product and service names, designs and slogans of Pet's Love are trademarks of Pet's Love or its affiliates or licensors. You may not use such trademarks without the prior written permission of Pet's Love. The names, logos, product and service names, designs and slogans of Shopify are trademarks of Shopify. All other names, logos, product and service names, designs and slogans on the Service are trademarks of their respective owners.

7. Optional Tools

As part of the Service, we may provide you with access to third-party customer tools, which we neither monitor nor have any control over or input into. You acknowledge and agree that we provide access to such tools on an "as is" and "as available" basis, without any warranties, representations or conditions of any kind, and without any endorsement. We are not liable for any liability arising from or in connection with your use of optional third-party tools. You use optional tools offered through the website at your own risk and at your sole discretion. You should ensure that you are familiar with and agree to the terms on which the relevant third-party providers provide the tools. In the future, we may also introduce new features through the Service (including releasing new tools and resources). Such new features should also be considered part of the Service and are subject to these Terms of Service.

8. Third-Party Links

The Service may contain materials and hyperlinks (including any embedded third-party features) from websites provided or operated by third parties. We are not responsible for examining or evaluating the content or accuracy of any third-party material or website you choose to access. If you decide to leave the Service to access such materials or third-party websites, you do so at your own risk. We are not responsible for any harm or damage in connection with your access to any third-party website, or your purchase or use of any products, services, resources or content on any third-party website. Before entering into any transaction, please carefully review the third party's policies and practices, and ensure that you understand them. Any complaints, claims, concerns or questions about third-party products and services should be directed to the third party.

9. Relationship with Shopify

Pet's Love is powered by Shopify, which enables us to provide the Service to you. When you use the Service, your device communicates with Shopify's systems to provide the Service. Section 10 explains how Shopify uses and processes information in these interactions. However, any purchase or sale you make in our store is directly with Pet's Love. By using the Service, you acknowledge and agree that Shopify is not responsible for any aspect of the sale between you and Pet's Love, including any harm, damage or loss resulting from the purchase of products and services. In this regard, you expressly release Shopify and its affiliates from any claims, damages and liability arising from or in connection with any purchase or transaction between you and Pet's Love.

10. Privacy Policy

Our Privacy Policy explains how we may collect, use and disclose certain personal information you provide when using the Service. By using the Service, you acknowledge that you have read the Privacy Policy. As the Service is hosted by Shopify, when you browse and interact with the Service, Shopify collects, uses, processes and stores personal information about your access to and use of the Service (including information about your transactions). Shopify may use this information for purposes including, but not limited to: providing, protecting and improving the Service; processing transactions; and helping to prevent fraud on this website and on other websites powered by Shopify. Information collected when you access or use the Service (including information about your browsing activity collected automatically) will be transmitted to and shared with Shopify and third parties that may be located in countries other than the country in which you reside, in order to provide the Service to you. Please review our Privacy Policy and Shopify's Privacy Policy for more details about how we, Shopify and its partners use your personal information.

11. Feedback

If you submit, upload, post, send by email or otherwise transmit any ideas, suggestions, feedback, comments, proposals, plans or other content (collectively, "Feedback"), you grant us a perpetual, worldwide, sublicensable and royalty-free licence to use, reproduce, modify, publish, distribute and display such Feedback in any media for any purpose (including commercial purposes). For example, we may use the rights under this licence to operate, provide, evaluate, enhance, improve and promote the Service, and to fulfil our obligations and exercise our rights under the Terms of Service. You also represent and warrant that: (1) you own all Feedback or have all rights necessary in the Feedback; (2) you have disclosed any compensation or incentives received when submitting Feedback; and (3) your Feedback will comply with these Terms of Service. We have no obligation, now or in the future, to (a) keep your Feedback confidential; (b) pay compensation for your Feedback; or (c) respond to your Feedback. We may (but are not obligated to) monitor, edit or remove Feedback that we determine, in our sole discretion, to be illegal, offensive, threatening, defamatory, disparaging, pornographic, obscene or otherwise objectionable, or that violates any party's intellectual property rights or these Terms of Service. You agree that your Feedback will not infringe any rights of any third party, including copyright, trademark, privacy, personality or other personal or proprietary rights. You further agree that your Feedback will not contain defamatory or other unlawful, abusive or obscene material, or any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false email address, impersonate another person, or otherwise mislead us or third parties as to the source of any Feedback. You are solely responsible for any Feedback you make and its accuracy. We accept no responsibility or liability for any Feedback posted by you or any third party.

12. Errors, Inaccuracies and Omissions

Occasionally, there may be information on or in the Service that contains typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. If any information is inaccurate, we reserve the right to correct any errors, inaccuracies or omissions, to change or update information, and to cancel orders, including after an order has been submitted. If an order is cancelled after payment has been collected, we will issue all refunds required by applicable law.

13. Prohibited Uses

13.1 You may access and use the Service only for lawful purposes. You may not access or use the Service, directly or indirectly, for: (a) any unlawful or malicious purpose; (b) to violate any international, federal, provincial or state regulations, rules, laws or local ordinances; (c) to infringe or violate our intellectual property rights or the intellectual property rights of others; (d) to harass, abuse, insult, harm, defame, slander, disparage, intimidate or harm any of our employees or any other person; (e) to spread false or misleading information; (f) to send, knowingly receive, upload, download, use or re-use any material that does not comply with these Terms of Service; (g) to transmit or cause to be sent any advertising or promotional material, including any "spam", "chain letters", "junk mail" or any other similar solicitation; (h) to impersonate or attempt to impersonate any other person or entity; or (i) to engage in any other conduct that restricts or inhibits any person's use or enjoyment of the Service, or that we determine may harm Pet's Love, Shopify or users of the Service, or expose them to liability.

13.2 In addition, you agree not to: (a) upload or transmit viruses or any other type of malicious code that will or may in any way affect the functionality or operation of the Service; (b) reproduce, duplicate, copy, extract, sell, resell or exploit any part of the Service; (c) collect or track the personal information of others; (d) spam, phish, pharm or pretext in connection with the Service; (e) use any robot, spider, scraper, data mining or extraction tool, automated device or process, AI tool (for example, agentic AI), or automated or manual means to access the Service; or (f) interfere with, bypass or circumvent security or authorization features, robots exclusion headers, or other measures we use to restrict access to the Service. If we determine that you have violated any part of these Terms, we reserve the right to suspend, disable or terminate your account at any time without further notice.

14. Agents

14.1 If you use, permit, enable or cause the deployment of an agent to access, use or interact with any Service, this section ("Agent Terms") applies. "Agent" means any software or service that takes autonomous or semi-autonomous action on behalf of, or at the direction of, any person or entity, and that can act on behalf of any person, or operate on a person's device without direct supervision.

14.2 No agent may access, use or interact with the Service unless it at all times identifies itself and operates strictly in accordance with the requirements in Section 14.4 below. In addition, if we have asked a relevant agent to refrain from accessing, using or interacting with any Service, that agent may not engage in such activity.

14.3 We may, by technical measures or otherwise, restrict whether and how any agent can access, use and interact with the Service.

14.4 An agent must: (a) in all HTTP/HTTPS requests, indicate that the request comes from an agent, and include the following in the user-agent string of the request to disclose the agent's name: "Agent/[agent name]"; (b) not conceal or obscure the fact that any access, use or interaction comes from an agent, for example by (i) mimicking human behaviour and interaction patterns, or (ii) completing or circumventing CAPTCHAs or measures intended to distinguish computer use from human use; (c) answer truthfully any question or prompt intended to determine whether an interaction comes from a human or a computer; and (d) not circumvent or otherwise avoid any measure intended to prevent, limit, modify or control whether and how an agent can access, use or interact with the Service.

15. Termination

We may terminate this agreement or your access to the Service (or any part of it) at any time, in our sole discretion and without further notice, and you will remain responsible for all amounts due up to and including the date of termination. The following sections will continue to apply after any termination: Intellectual Property, Feedback, Termination, Disclaimers, Limitation of Liability, Indemnification, Severability, Waiver; Entire Agreement, Assignment, Governing Law, Privacy Policy, and any other terms that by their nature should survive termination.

16. Disclaimers

Information presented on or through the Service is provided for general information purposes only. We do not warrant the accuracy, completeness or usefulness of such information. Any reliance you place on such information is strictly at your own risk. We disclaim all liability and responsibility arising from any reliance placed on such material by you or any other visitor to the Service, or by anyone who may be informed of any of its contents.

Unless expressly stated by Pet's Love, the Service and all products provided through the Service are provided to you for use on an "as is" and "as available" basis, without any representation, warranty or condition of any kind, whether express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title and non-infringement. We do not warrant, represent or guarantee that your use of the Service will be uninterrupted, timely, secure or error-free. Certain jurisdictions restrict or do not permit the exclusion of implied or other warranties, so the above disclaimers may not apply to you.

17. Limitation of Liability

To the maximum extent permitted by law, in no event will Pet's Love, our partners, directors, officers, employees, affiliates, agents, contractors, service providers or licensors, or Shopify and its affiliates' foregoing persons, be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special or consequential damages of any kind, including but not limited to lost profits, lost revenue, lost savings, lost data, replacement costs or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any Service on this website or any product purchased through the Service. We are also not liable for any claim in connection with your use of the Service or any product, including but not limited to any content errors or omissions or any loss or damage of any kind incurred as a result of the use of the Service, or any content or product posted, transmitted or otherwise made available through the Service, even if advised of their possibility. Nothing in these Terms of Service excludes or limits liability that cannot be excluded or limited under applicable law.

18. Indemnification

You agree to indemnify, defend and hold harmless Pet's Love, Shopify and our affiliates, partners, officers, directors, employees, agents, contractors, licensors and service providers from any loss, damages, liability or claims (including reasonable attorneys' fees) payable to any third party due to or arising from: (1) your breach of these Terms of Service or the documents referenced herein, (2) your violation of any law or the rights of a third party, or (3) your access to and use of the Service. Except where you suffer material harm due to failure to provide timely notice, we will give you notice of any indemnifiable claim, and failure to give such notice will not relieve you of your obligations. We may, at our own expense, control the defence and settlement of such a claim, including appointing defence counsel, but we will not settle any claim requiring you to assume non-monetary obligations without your consent (which may not be unreasonably withheld). You will assist in the defence of indemnified claims, including by providing relevant documents.

19. Severability

If any provision of these Terms of Service is found to be unlawful, void or unenforceable, that provision is nevertheless enforceable to the fullest extent permitted by applicable law, and the unenforceable part will be deemed severed from these Terms of Service, and such determination will not affect the validity and enforceability of any other remaining provisions. Nothing in these Terms limits any rights you may have under applicable consumer protection laws or other laws that cannot be waived by contract. If any part of these Terms conflicts with such rights, those rights will govern.

20. Waiver; Entire Agreement

Our failure to exercise or enforce any right or provision of these Terms of Service does not constitute a waiver of that right or provision. These Terms of Service, and any policies or operating rules posted by us on this website or in connection with the Service, constitute the entire agreement and understanding between you and us, and govern your use of the Service, superseding any prior or current oral or written agreements, communications and proposals (including, but not limited to, any prior versions of these Terms of Service). No ambiguity in the interpretation of these Terms of Service will be construed against the drafting party.

21. Assignment

You may not delegate, transfer or assign this agreement or any of your rights or obligations under these Terms without our prior written consent, and any such attempt will be void. We may transfer, assign or delegate these Terms and our rights and obligations without your consent or notice to you.

YOUR STATUTORY RIGHTS

Nothing in these Terms limits or excludes any rights you have as a consumer under the mandatory laws of your country of residence, including (for customers in Australia) the consumer guarantees under the Australian Consumer Law, and (for customers in New Zealand) the guarantees under the Consumer Guarantees Act. Where there is a conflict between these Terms and such mandatory rights, those rights prevail.

22. Governing Law

These Terms are governed by the laws of the jurisdiction in which Pet's Love is headquartered or incorporated, without regard to conflict of laws principles. Unless prohibited by applicable law, you and Pet's Love agree that the courts located in that jurisdiction have jurisdiction and venue. You and Pet's Love agree that such courts have venue and personal jurisdiction. Nothing in this section limits your right to bring a claim in your local courts or to rely on mandatory laws applicable to your place of residence.

This does not deprive you of the protection of mandatory consumer laws in the country where you live.

23. Translations

The Terms of Service may be provided in versions in languages other than English. If there is any inconsistency or conflict between the English version of the Terms of Service and a version in another language, the latest English version of the Terms of Service will govern. Unless Pet's Love otherwise decides (in its sole discretion) or applicable law requires, any dispute arising from these Terms of Service will be resolved in English.

24. Headings

The headings contained in this agreement are for convenience only, and will not limit or otherwise affect these Terms.

25. Electronic Communications

By using the Service or placing an order, you agree that we may send you transaction and Service-related communications electronically (including by email, in-account notifications, or by posting on the Service). Such communications may concern your order, account, purchased items, returns, these Terms of Service, or other matters relating to the Service. You are responsible for keeping your contact information up to date.

26. Changes to Terms of Service

You can view the latest version of the Terms of Service on this page at any time.

We reserve the right, in our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes on the website. You are responsible for periodically reviewing our website for changes. We will notify you of any material changes to these Terms of Service in accordance with applicable law, and such changes will take effect from the date specified in the notice. If, after any changes to these Terms of Service are made and posted, you continue to use or access the Service, you accept those changes.

27. Contact Information

Questions about these Terms of Service should be sent to accountmannger@petslove.online.

Our contact information is published in our Contact Information Policy.