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Terms of service

Terms & Conditions

These Terms & Conditions apply to purchases made from LOWPAL B.V. through our online store.

By placing an order with LOWPAL, you agree to these Terms & Conditions. Nothing in these Terms limits any mandatory rights you have as a consumer under applicable law.

Article 1 — Definitions

In these Terms & Conditions:

LOWPAL, we, us or our means LOWPAL B.V., a private limited liability company incorporated under Dutch law.

Consumer or you means a natural person acting for purposes outside their trade, business, craft or profession.

Agreement means the distance sales agreement concluded between LOWPAL and the Consumer for the purchase of one or more products.

Website means the LOWPAL online store and any other online sales channel operated directly by LOWPAL.

Product means any product offered for sale by LOWPAL, including our dog harnesses, leashes and accessories.

Article 2 — About LOWPAL

Company: LOWPAL B.V.
Registered address: [BUSINESS ADDRESS]
Chamber of Commerce (KvK) number: 42121181
VAT identification number: NL969823450B01
Email: info@lowpal.shop
Returns: returns@lowpal.shop

Our current contact details can also be found on our Website.

Article 3 — Applicability

  1. These Terms & Conditions apply to every offer made by LOWPAL and every Agreement concluded between LOWPAL and a Consumer through our Website.
  2. Before an order is placed, these Terms & Conditions will be made available in a way that allows you to read and save them.
  3. The version of these Terms & Conditions applicable at the time you place your order will apply to that Agreement.
  4. If any provision of these Terms & Conditions conflicts with mandatory consumer law, the mandatory legal provision will prevail.
  5. Our Returns & Refunds Policy provides additional information about returns and refunds and does not limit your statutory consumer rights.

Article 4 — Products, offers and orders

  1. We aim to describe and display our products as accurately as reasonably possible, including their colours, materials, dimensions, features and fit.
  2. Colours may appear slightly different depending on screen settings, lighting and photography. Minor variations that are inherent to materials or production may also occur. This does not affect your statutory rights if a product does not conform to the Agreement.
  3. Any conditions, limitations or expiry dates that apply to a particular offer or promotion will be clearly stated with that offer.
  4. Before placing an order, you will be given the opportunity to review the main characteristics of the products, the total price and any applicable delivery costs.
  5. By completing checkout using a button or function that clearly indicates that the order involves an obligation to pay, you submit a binding order.
  6. An Agreement is concluded when LOWPAL sends you an order confirmation by email.
  7. If we are unable to accept or fulfil an order, for example because a product is unavailable, we will inform you and refund any amount already paid for that order.
  8. LOWPAL is not required to honour an obvious pricing, typographical or technical error where you knew or could reasonably have understood that the displayed information was incorrect.

Article 5 — Prices and payment

  1. Prices displayed to Consumers include applicable VAT unless clearly stated otherwise.
  2. Delivery costs and any other mandatory additional charges will be shown before you place your order.
  3. The price displayed and confirmed when the Agreement is concluded applies to your order. Later changes to our prices will not affect an Agreement already concluded.
  4. Payment must be made using one of the payment methods offered during checkout.
  5. Where a promotion, discount code or other special offer is subject to additional conditions, those conditions will be stated with the offer.

Article 6 — Delivery

  1. Orders will be delivered to the delivery address provided during checkout.
  2. You are responsible for providing complete and accurate delivery information.
  3. We will provide an expected delivery timeframe before the Agreement is concluded.
  4. Unless a different delivery period has been agreed, we will deliver the products no later than 30 days after conclusion of the Agreement.
  5. If we cannot deliver within the agreed or legally applicable period, you have the rights provided by applicable consumer law. This may include giving us an additional reasonable period to deliver and, where legally permitted, terminating the Agreement if delivery still does not take place.
  6. If delivery by a particular date is essential and this has been expressly agreed, your statutory rights in the event of late delivery remain unaffected.
  7. The risk of loss of or damage to the products remains with LOWPAL until you, or a third party designated by you, have physically received the products, except where applicable law provides otherwise.
  8. If a parcel appears to have been lost or damaged during transport, please contact us so that we can investigate and arrange an appropriate solution.

Article 7 — Right of withdrawal and 30-day returns

7.1 Statutory right of withdrawal

  1. As a Consumer purchasing online, you generally have the statutory right to withdraw from your purchase without giving a reason within 14 days after receiving the product.
  2. If several products from the same order are delivered separately, the statutory withdrawal period starts after receipt of the last product where required by law.
  3. To exercise this right, you must inform LOWPAL within the statutory withdrawal period through:
    • the withdrawal or cancellation function available on our Website;
    • email at returns@lowpal.shop; or
    • another clear statement informing us that you wish to withdraw from the Agreement.
  4. You do not need to give a reason for exercising your statutory right of withdrawal.
  5. Merely returning a product without informing us that you wish to withdraw is not, by itself, sufficient to exercise the statutory right of withdrawal.
  6. After notifying us of your withdrawal, you must send the relevant products back within 14 days.

7.2 LOWPAL 30-day return policy

  1. In addition to your statutory rights, LOWPAL voluntarily allows you to request a return within 30 days after receiving the relevant product.
  2. The additional period after expiry of the statutory withdrawal period is a voluntary LOWPAL return service and is subject to the conditions set out in these Terms and our Returns & Refunds Policy.

7.3 Trying and handling products

  1. During the statutory withdrawal period, you may inspect and try the product to the extent reasonably necessary to establish its nature, characteristics and fit, in a way comparable to how you could assess a product in a physical store.
  2. For harnesses, we recommend trying the product on your dog indoors and keeping it clean while determining the correct fit.
  3. If a product has been handled or used beyond what is reasonably necessary to assess it and this results in a loss of value, LOWPAL may make a reasonable deduction from the refund reflecting that loss in value.
  4. Relevant signs of use may include, depending on the circumstances, outdoor wear, washing, damage, significant dirt, pet hair or odour.
  5. For returns requested during LOWPAL's voluntary return period after the statutory 14-day withdrawal period, LOWPAL may likewise make a reasonable deduction from the refund if the condition of the product results in a loss of value.
  6. Where reasonably possible, products should be returned with their original tags and packaging.

7.4 Return costs

  1. Unless otherwise stated or required by law, the direct costs of returning a product because you have changed your mind are your responsibility.
  2. If a product is faulty, non-conforming, damaged in transit or incorrectly supplied, LOWPAL will bear the reasonable costs required to provide the legally appropriate solution.

7.5 Refunds following statutory withdrawal

  1. If you validly exercise your statutory right of withdrawal, LOWPAL will refund the payments due under applicable law no later than 14 days after being informed of your withdrawal.
  2. We may withhold the refund until we have received the products back or until you provide evidence that you have sent them back, whichever occurs first.
  3. Refunds will be made using the same payment method used for the original transaction, unless you expressly agree otherwise.
  4. If you withdraw from your entire order, we will also refund the cost of our least expensive standard delivery method offered for that order.
  5. Additional costs resulting from your choice of a more expensive delivery method do not have to be refunded.
  6. If you return only part of an order, the original delivery costs are not refunded unless required by applicable law.

7.6 Refunds under LOWPAL's additional return policy

  1. For returns requested after expiry of the statutory withdrawal period but within LOWPAL's 30-day return period, we will refund the purchase price of the accepted returned product, subject to any reasonable deduction for loss in value.
  2. Original delivery costs are not refunded for returns made solely under LOWPAL's voluntary return policy, unless we expressly state otherwise or applicable law requires it.

Further instructions can be found in our Returns & Refunds Policy.

Article 8 — Conformity and statutory warranty

  1. LOWPAL must provide products that conform to the Agreement and that have the qualities and characteristics you may reasonably expect from them.
  2. All products sold by LOWPAL are covered by the statutory guarantee of conformity applicable under Dutch and EU consumer law.
  3. If a product is non-conforming, faulty or develops a defect for which LOWPAL is legally responsible, you may be entitled to a free repair or replacement.
  4. Where repair or replacement is impossible, disproportionate, cannot be completed within a reasonable period or otherwise does not provide the solution required by law, you may be entitled to an appropriate price reduction or to terminate the Agreement.
  5. Termination may not be available for a defect that is legally considered too minor to justify termination.
  6. Your statutory guarantee is separate from and is not limited by our 30-day return policy.
  7. Normal wear and tear or damage caused by circumstances attributable to the Consumer — such as misuse, improper care, failure to follow product instructions, accidents or chewing by a dog — does not in itself constitute a product defect.
  8. This does not affect your rights where the damage or problem was caused by a defect in the product.

Article 9 — Product use and care

  1. Products should be used for their intended purpose and in accordance with any sizing, fitting, care and safety instructions provided by LOWPAL.
  2. You should select an appropriate size and fit for your dog and regularly check products for wear or damage.
  3. A product that has become damaged or materially worn should no longer be used where continued use could reasonably create a safety risk.
  4. Nothing in this Article limits LOWPAL's obligations regarding product safety, conformity or defective products under applicable law.

Article 10 — Complaints

  1. If you have a complaint about an order, product or our performance of the Agreement, please contact us at info@lowpal.shop and describe the issue as clearly as possible.
  2. Complaints relating to a defect should be reported within a reasonable period after you discover the issue. Under Dutch consumer law, a notification made within two months after discovery is in any event considered timely.
  3. We aim to provide a substantive response to complaints within 14 days of receipt.
  4. If a complaint requires more time to investigate, we will inform you within that period and provide an indication of when you can expect a further response.
  5. If we cannot resolve a dispute together, either party may use any dispute-resolution or court procedure available under applicable law.

Article 11 — Liability

  1. LOWPAL is responsible for loss or damage to the extent required by applicable law.
  2. LOWPAL is not responsible for loss or damage to the extent that it results from misuse of a product, use contrary to instructions, improper maintenance, normal wear and tear or damage caused by the Consumer or their dog, rather than from a defect for which LOWPAL is legally responsible.
  3. Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.
  4. Nothing in these Terms limits your statutory rights relating to defective or unsafe products.

Article 12 — Intellectual property

  1. All intellectual property rights relating to the LOWPAL brand, Website and original content provided by LOWPAL, including trademarks, trade names, designs, product photography, graphics, text and other brand materials, belong to LOWPAL or its licensors.
  2. Content from our Website may not be reproduced, distributed, commercially used or otherwise exploited without our prior permission, except where permitted by law.

Article 13 — Privacy

  1. LOWPAL processes personal data in connection with orders and use of our Website in accordance with applicable privacy legislation.
  2. Further information about how we collect, use and protect personal data can be found in our Privacy Policy.

Article 14 — Changes to these Terms

  1. LOWPAL may amend these Terms & Conditions from time to time.
  2. Changes apply to Agreements concluded after the updated Terms have taken effect.
  3. Changes will not retrospectively reduce the contractual or statutory rights applicable to an order already concluded.

Article 15 — Applicable law and disputes

  1. Agreements between LOWPAL and Consumers are governed by Dutch law.
  2. If you are a Consumer residing in another country and mandatory consumer protection rules applicable to you provide rights that cannot legally be excluded by a choice of Dutch law, you continue to benefit from those mandatory rights.
  3. We encourage you to contact LOWPAL first so that we can try to resolve any complaint directly.
  4. If a dispute cannot be resolved, it may be submitted to the court that has jurisdiction under applicable law.

Annex 1 — Model withdrawal form

You may use this form to exercise your statutory right of withdrawal, but its use is not mandatory.

To:
LOWPAL B.V.
[RETURN ADDRESS]
The Netherlands
returns@lowpal.shop

I hereby give notice that I withdraw from my contract of sale for the following product(s):

Product(s):

Order number:

Ordered on:

Received on:

Name:

Address:

Date:

Signature:
Only required if this form is submitted on paper.