These general terms and conditions of sale ("Terms of Sale") govern any sale of products made via the PetsParadise online shop. Seller: The Big Hub Sàrl, Rue Saint-Martin 22, 1003 Lausanne, Switzerland — contact@petsparadise.ch ("the Seller").
Article 1 — Scope
The Terms of Sale apply to any order placed by a customer ("the Customer") on the shop. Placing an order implies full and unreserved acceptance of these Terms of Sale, which prevail over any other document. The Seller reserves the right to modify the Terms of Sale; the applicable version is the one in force on the date of the order.
Article 2 — Products
The products offered are accessories, textiles and items for animals, including print-on-demand personalized items. The photographs and visuals (mockups) are provided for indicative purposes and are not contractual; slight variations (shade, print rendering, positioning) are possible and do not constitute a defect.
Article 3 — Prices
Prices are stated in Swiss francs (CHF). VAT is indicated where applicable according to the Seller's VAT registration status. Shipping costs, as well as any customs duties and import taxes, are indicated before the confirmation of the order (see art. 6). The Seller reserves the right to change its prices at any time, the applicable price being the one displayed at the time of the order.
Article 4 — Order
The order and payment are processed via our checkout solution (Shopify). The process takes place in steps: selection of products, summary, entry of delivery information, confirmation and payment. The final confirmation ("order") constitutes conclusion of the contract. A confirmation is sent by email; it summarizes the order. The Seller may refuse or cancel an order in case of unavailability, manifest pricing error, or suspicion of fraud.
Article 5 — Payment
Payment is made at the time of the order by the means offered (in particular TWINT and cards). Transactions are secured by the payment provider; the Seller does not have access to full card data. The goods remain the property of the Seller until full payment (retention of title).
Article 6 — Delivery, customs & import VAT
Print-on-demand items are manufactured after the order and then shipped, generally from Europe. The stated lead times are indicative. As Switzerland is outside the European Union, customs duties and import VAT may apply; the applicable method (costs included "DDP" or payable by the recipient "DAP") is specified at the time of the order. The risk of loss or damage is transferred to the Customer upon handover of the parcel to the carrier, subject to the mandatory provisions. In case of a damaged parcel, the Customer is invited to report it promptly with supporting photos.
Article 7 — Right of return & withdrawal
Swiss law does not provide a statutory right of withdrawal for online sales. As a commercial gesture, the Seller accepts the return of non-personalized items, new, unused and in their original packaging, within a period of 14 days from receipt, the return costs being borne by the Customer except in case of error by the Seller. The personalized / print-on-demand products are neither taken back nor exchanged, except in case of a proven manufacturing defect. Refund within 14 days after receipt and inspection of the return.
Article 8 — Warranty for defects
The products benefit from the statutory warranty for defects within the meaning of art. 197 et seq. of the Code of Obligations (CO). In case of a defect, the Customer contacts contact@petsparadise.ch with a description and photos; the Seller proceeds, at its choice, to repair, replacement or refund, to the extent permitted by law.
Article 9 — Unavailability & pricing errors
In the event of a product being unavailable after the order, the Customer is informed and refunded the corresponding amount. In the event of a manifest pricing error, the Seller may cancel the order and refund the Customer.
Article 10 — Liability
The Seller's liability is limited to the amount of the order concerned, within the limits permitted by law. The Seller is not liable for indirect damages. No clause has the effect of excluding liability in case of gross negligence or willful misconduct, nor the mandatory rights of the consumer.
Article 11 — Personal data
The data collected in connection with orders is processed in accordance with our privacy policy.
Article 12 — Customer service & complaints
Any question or complaint: contact@petsparadise.ch. The Seller strives to respond as quickly as possible.
Article 13 — Force majeure
The Seller is not liable for non-performance due to an event of force majeure (disaster, strike, failure of a supplier or carrier, network outage, etc.).
Article 14 — Applicable law & jurisdiction
These Terms of Sale are governed by Swiss law, to the exclusion of conflict-of-law rules and the Vienna Convention (CISG). Jurisdiction at the registered office of The Big Hub Sàrl, subject to a mandatory jurisdiction in favor of the consumer.