Terms of sale
Last updated 22 September 2026
Trading details below still need completing before launch
Who you are buying from
This website is operated by [REGISTERED COMPANY NAME], registered in Bulgaria under company number [UIC], with its registered office at [REGISTERED ADDRESS] and VAT number [VAT NUMBER]. In these terms, “we” means that company and “you” means the person placing the order.
Orders
Adding items to your bag is not an order. Your order is placed when you complete payment, and a contract exists between us once we email you an order confirmation. If we cannot fulfil an order — because an item is out of stock, or the price shown was wrong — we will tell you and refund you in full.
Prices and payment
Prices are shown in euro, before VAT. VAT is calculated at checkout at the rate applicable to your delivery country and shown before you pay. Payment is processed by Stripe; we never see or store your card details.
Delivery
Delivery terms, costs and timings are set out on our delivery page and form part of these terms. Risk in the goods passes to you on delivery.
Your right to cancel
As a consumer in the EU you have 14 days from receiving your order to withdraw from the contract without giving a reason, under the Consumer Rights Directive. We extend this to 30 days for unopened products. Sealed cosmetic goods that have been unsealed are excluded from the statutory right of withdrawal for health and hygiene reasons, but see our returns policy for what we do in practice when a product has caused a reaction.
Product information
Our products are cosmetics for animals, not veterinary medicines. Nothing on this site is veterinary advice, and none of it diagnoses or treats a medical condition. Ingredient lists are published in full on each product page. If your animal has a diagnosed skin condition, ask your vet before changing anything.
Liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited under applicable law. Subject to that, our total liability in connection with an order is limited to the amount you paid for it.
Governing law
These terms are governed by Bulgarian law. If you are a consumer, you keep the protection of the mandatory consumer law of the country you live in, and you may bring proceedings there. You can also use the European Commission’s online dispute resolution platform.
Contact
Write to hello@pawelle.pet.