Welcome to Pouchpaw. These Terms of Service (“Terms”) govern the contractual relationship between the company (operating via www.pouchpaw.com; hereinafter referred to as the “Company,” “we,” or “our”) and any consumer or customer (hereinafter referred to as “you” or the “customer”) who places an order for products through our official website.
Please read these Terms carefully before completing any transaction. By placing an order on our website, you agree to be bound by these Terms, which strictly adhere to the German Civil Code (Bürgerliches Gesetzbuch – BGB) and European Union consumer protection laws.
Scope of Agreement and Geographical Focus 1.1. These Terms apply exclusively to all orders and sales contracts concluded via www.pouchpaw.com, with delivery limited to locations within Europe.
1.2. Pouchpaw is an official commercial brand owned and operated by the Company. All products on this platform are managed and shipped directly by us from Germany.
Order Processing, Shipping, and Risk of Loss 2.1. Logistics Partners and Delivery Times: We partner with reputable courier services—including DHL, FedEx, and UPS Priority—to deliver shipments across Europe. The estimated standard delivery time is 7 to 10 business days following dispatch.
2.2. Tracking and Automated Notifications: To keep you informed throughout the delivery process, our system will automatically send progress updates and tracking links to the email address provided at checkout. These notifications are triggered at key operational milestones, such as order dispatch, arrival at major logistics hubs, and the commencement of local delivery.
2.3. Delayed Delivery: Should a shipment exceed the standard delivery timeframe, our customer support team will initiate a formal investigation with the relevant carrier. Based on the findings of this investigation, we will either issue a full refund or reship the order to you at no additional cost.
2.4 Transfer of Risk (EU Consumer Compliance): In strict accordance with EU consumer protection regulations and the German Civil Code (Section 446 of the BGB), the risk of accidental loss or damage to ordered goods transfers to the customer only upon the customer (or a designated third party, other than the carrier) taking physical possession of the goods. The customer shall not be held liable for any loss or damage occurring to the goods while in transit with the carrier prior to actual delivery.
Statutory Right of Withdrawal (14-Day Return Policy) 3.1. Right of Withdrawal: As a consumer residing within the European Union, you have the right to withdraw from this contract within 14 calendar days without providing any reason.
3.2. Withdrawal Period: The withdrawal period expires 14 days from the date on which you, or a third party designated by you, take physical possession of the goods.
3.3. Exercising Your Right: To exercise your right of withdrawal, you must notify us of your decision by submitting a clear written statement via email to portable@pouchpaw.com before the 14-day period expires.
Damaged, Defective, or Incorrect Items 4.1. Claims for Damage/Defects: If the items you receive are defective or damaged upon arrival, please contact our customer support team at portable@pouchpaw.com within a reasonable timeframe.
4.2. Simplified Evidence Process: To streamline the resolution process for damaged or defective items, you need only provide clear photographic or video evidence of the defect via email.
4.3. Compensation Without Physical Return: Once your evidence has been verified, we will promptly issue a full refund or send a replacement, according to your preference. You are not required to return the damaged items to us, ensuring a seamless and hassle-free experience.
Pricing, Payment, and Ownership 5.1. All prices are listed on www.pouchpaw.com in Euros (€) and include the applicable statutory Value Added Tax (VAT) in accordance with European tax law.
5.2. Upon submission of an order, full payment must be made via the secure payment methods provided on our checkout page.
5.3. Ownership and title to the ordered goods shall remain with the Company until full payment has been received.
Limitation of Liability 6.1. The Company shall be held liable without limitation for damages resulting from intentional misconduct or gross negligence, as well as for damages involving injury to life, body, or health, in accordance with German law.
6.2. In the event of simple (minor) negligence, the Company shall only be liable for breaches of essential contractual obligations (core obligations). In such cases, liability is limited to the typical, foreseeable damages at the time the contract was concluded.
Governing Law and Dispute Resolution 7.1. Governing Law: These terms and all contracts concluded between the Company and the customer are governed by the laws of the Federal Republic of Germany, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG). For consumers residing in the European Union, this choice of law does not deprive you of the protection afforded by the mandatory provisions of the law of your country of residence.
7.2. Online Dispute Resolution (ODR): The European Commission provides an online platform for consumer dispute resolution. We are neither obligated nor willing to participate in dispute resolution proceedings before a consumer arbitration board.
