Draft — needs lawyer review before publishing, especially the multi-jurisdiction return-rights and cross-border liability sections now that UK and US are launch markets. NIF pending autónomo registration.
Last updated: [DATE]
1. Seller identification
- Owner: Khalid Eddib, trading as Pawsitive Calm
- Address: Carrer de la Ferreria, 19, Sants-Montjuïc, 08014 Barcelona, Spain
- Contact: hello@pawsitivecalm.com / support@pawsitivecalm.com
2. Scope
These terms govern all purchases made on pawsitivecalm.com by customers in the EU, the UK, the US, and other countries we ship to. By placing an order, you accept these terms in full.
3. Products and prices
Product descriptions and images are provided in good faith and are as accurate as possible; minor variations in color or packaging may occur. Prices are shown in your local currency where available. For EU orders, prices include applicable IVA/VAT. For UK orders, applicable UK VAT is charged at checkout in line with UK low-value import rules. For US and other non-EU/UK orders, local import duties or taxes may apply separately and are not included in the displayed price unless stated otherwise at checkout (see Section 5). We reserve the right to correct pricing errors before an order is confirmed.
4. Orders and payment
Orders are confirmed once payment is successfully processed. We reserve the right to cancel or refuse an order in cases of suspected fraud, pricing error, or stock unavailability, in which case you will be notified and refunded in full.
5. Shipping and customs
Orders are fulfilled by our third-party suppliers and shipped directly to you; items from different suppliers may arrive in separate packages. Estimated delivery times are shown on the product page and at checkout. For shipments to the United States, please note that low-value import duty exemptions no longer apply, so customs duties or fees may be charged on delivery unless collected at checkout; these charges are the customer's responsibility unless we state otherwise. See our Shipping & Returns Policy for full details.
6. Right of withdrawal / returns
EU customers: you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving a reason, under EU Directive 2011/83/EU and Spanish law.
UK customers: you have an equivalent 14-day right to cancel under the UK Consumer Contracts Regulations 2013.
US customers and other jurisdictions without a statutory right: while not legally required, Pawsitive Calm voluntarily offers the same 14-day return window as a matter of policy, so you're covered no matter where you're ordering from.
To exercise any of the above, contact support@pawsitivecalm.com before the deadline. You are responsible for return shipping costs unless the item is defective or was sent in error. Refunds are issued within 14 days of us receiving the returned item. Exceptions apply to sealed goods not suitable for return for hygiene reasons once unsealed.
7. Product guarantee
EU/Spain: products carry the legal guarantee of conformity for 3 years from delivery under Royal Legislative Decree 1/2007 and its amendments.
UK: goods must be of satisfactory quality under the Consumer Rights Act 2015, with a short-term right to reject within 30 days and repair/replacement/refund rights thereafter.
US: products are covered by the implied warranty of merchantability under applicable state law (Uniform Commercial Code). We're happy to resolve quality issues directly — contact support@pawsitivecalm.com.
8. Complaints and dispute resolution
Contact support@pawsitivecalm.com first for any complaint. EU consumers may also use the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr. UK customers may contact Trading Standards or an approved ADR provider. This platform is not available to customers outside the EU.
9. Liability
We are not liable for indirect or consequential damages arising from the use of our products, except where such liability cannot be excluded under applicable law. Nothing in these terms limits your statutory rights as a consumer under the mandatory laws of your country of residence.
10. Governing law
These terms are governed by Spanish law, without prejudice to any mandatory consumer protections you're entitled to under the law of your own country of residence (EU, UK, or otherwise).
11. Contact
hello@pawsitivecalm.com / support@pawsitivecalm.com