Terms of service
Article 1 — General
These terms of service apply to all orders placed through www.pelagecare.com by Pelage, established in the Netherlands (KvK 99412411, VAT NL00538504). By placing an order, you agree to these terms.
Article 2 — Orders
Placing an item in your cart does not constitute a binding order. An order is confirmed once you complete the checkout process and receive an order confirmation email from Pelage. We reserve the right to refuse or cancel an order at our discretion, in which case we will notify you promptly and issue a full refund if payment has been taken.
Article 3 — Prices
All prices displayed on our website are in euros and include VAT (BTW) where applicable. Shipping costs are calculated at checkout and displayed before you confirm your order. We reserve the right to adjust prices at any time, but the price charged will always be the price confirmed at the time of your order.
Article 4 — Payment
Payment is due at the time of ordering. We accept the payment methods available at checkout. All payment information is processed securely via Shopify Payments and is never stored by Pelage.
Article 5 — Shipping and delivery
We process orders within 24 hours. Estimated delivery times are as follows:
- Netherlands: 1–2 working days
- Belgium & France: 2–4 working days
- Germany, Luxembourg, Austria: 3–5 working days
Delivery times are estimates only. Once your order has been handed to our carrier, Pelage cannot be held responsible for delays caused by the shipping company. All orders are shipped from the Netherlands and remain within the EU; no customs fees apply for EU customers.
Article 6 — Right of withdrawal
In accordance with EU consumer law, you have the right to withdraw from your order within 14 days of delivery, without giving any reason. To exercise this right, contact us at hello@pelagecare.com within this period.
Return shipping costs are at your own expense. Items must be returned unused and in their original condition and packaging. For hygiene reasons, opened cosmetic products (shampoo and conditioner) cannot be returned unless they are faulty or damaged.
Once we receive and inspect your return, we will process your refund within 14 days to your original payment method. Original shipping costs are non-refundable.
Article 7 — Warranty and complaints
Pelage products comply with EU consumer protection standards. If you receive a faulty or damaged product, please contact us at hello@pelagecare.com within a reasonable time of delivery. We will assess each case individually and offer a replacement, repair, or refund where appropriate.
Article 8 — Intellectual property
All content on www.pelagecare.com, including images, text, logos, and product descriptions, is the property of Pelage and protected by applicable intellectual property laws. Reproduction without prior written consent is prohibited.
Article 9 — Liability
Pelage is not liable for indirect or consequential damages arising from the use of our products or website, except in cases of gross negligence or wilful misconduct. Our liability is in all cases limited to the value of the order placed.
Article 10 — Governing law
These terms are governed by Dutch law. Any disputes will be submitted to the competent court in the Netherlands, without prejudice to your rights as a consumer under EU law.
Article 11 — Contact
hello@pelagecare.com
Godevaert Montensstraat 15, 4811PD
KVK: 9941241
VAT: NL00538504