Terms & Conditions

1. About us

Furry Friends Shop is an online store offering pet toys, accessories, clothing and grooming products. You can reach us at any time by email at [email protected].

2. Orders and acceptance

• Placing an order is an offer to buy. A contract is only formed once we confirm your order and payment has been received.
• You are responsible for providing accurate and complete details — including your name, email address and full delivery address (street, city, postal code and country). We are not liable for delays or failed deliveries caused by incorrect or incomplete information.
• We may refuse or cancel an order at our discretion, for example if a product is out of stock, if there is a pricing error, or if we suspect fraud. In such cases any payment made will be refunded.

3. Prices and payment

• All prices are shown in the applicable currency and include VAT where indicated. Shipping costs, if any, are shown before you confirm your order.
• Payments are processed securely by our third-party payment provider. We do not store your full card details.
• We make every effort to display prices correctly, but if an obvious error occurs we reserve the right to cancel the order and refund you.

4. How our products are supplied (dropshipping)

Furry Friends Shop operates on a dropshipping model. This means that the products you order are not held in our own stock. Instead, when you place an order, it is fulfilled and shipped directly to you by our third-party suppliers and manufacturing partners, some of which are located outside the European Union. Furry Friends Shop remains your point of contact and is responsible for your order as the seller.

• Delivery times: because items are shipped directly from our suppliers, delivery can take longer than a local store. Estimated delivery times are shown as a guide only and are not guaranteed.
• Separate shipments: if you order several items, they may be sent from different suppliers and arrive separately, at different times.
• Customs & import charges: all our prices include applicable customs duties for EU delivery. You will not be charged any additional customs fees upon delivery. As of 1 July 2026 the EU applies a flat customs duty of €3 per item on distance-sale imports from outside the EU (temporary measure until 1 July 2028). This cost is already included in our product prices.
• Packaging: products may arrive in the supplier's own packaging rather than branded Furry Friends Shop packaging.

We are transparent about this model so you know exactly what to expect. Your statutory consumer rights (see section 5) apply in full, regardless of where the product is shipped from.

5. Your right of withdrawal (EU consumers)

If you are a consumer in the European Union, you have the right under the EU Consumer Rights Directive to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. To exercise this right, contact us at [email protected] before the 14-day period expires. You then have a further 14 days to return the goods. Please note that certain items may be exempt from the right of withdrawal where permitted by law (for example, sealed hygiene or personal-care products that have been opened, or items made to your specifications). Any refund due will be processed in line with applicable law.

6. Returns

If you have a problem with your order, please contact us at [email protected] and we will do our best to help. Any statutory rights of withdrawal or return that apply to you under applicable consumer law remain unaffected by these Terms.

7. Product information

We take care to describe our products accurately, but colours, images, sizes and descriptions are provided for general guidance and may vary slightly from the actual item. Products are intended for normal domestic pet use. Always supervise your pet and use products responsibly; you are responsible for choosing products suitable for your pet.

8. Disclaimer of warranties

To the fullest extent permitted by law, the website and all products are provided on an “as is” and “as available” basis, without any warranties of any kind, whether express or implied. We do not warrant that the website will be uninterrupted, error-free, secure, or free of viruses or other harmful components, or that any defects will be corrected. Any information on the website is provided for general purposes only and does not constitute veterinary, medical or professional advice.

9. Limitation of liability

To the maximum extent permitted by applicable law, Furry Friends Shop, its owner and its operators shall not be liable for any direct, indirect, incidental, special, consequential or punitive damages of any kind arising out of or in connection with:

• your use of, or inability to use, the website, including any malfunction, bug, downtime, technical fault, data loss or interruption of service;
• any errors, inaccuracies or omissions in product descriptions, pricing or other content;
• any delay, loss or damage relating to shipping, delivery or the use of any product purchased;
• any unauthorised access to or use of our servers or any personal information stored therein.

Where liability cannot be excluded by law, our total liability to you for any claim shall be limited to the amount you actually paid for the product giving rise to the claim. Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, including your mandatory statutory consumer rights.

10. Your responsibilities

• Use the website lawfully and not for any fraudulent purpose.
• Keep your account details and password confidential.
• Provide accurate information when placing an order.

11. Intellectual property

All content on this website — including text, logos, graphics and images — is owned by or licensed to Furry Friends Shop and is protected by law. You may not copy, reproduce or use it without our written permission.

12. Changes to these Terms

We may update these Terms from time to time. The version published on this page at the time you place an order is the version that applies to that order. Please review this page periodically.

13. Governing law

These Terms are governed by the laws of the country in which Furry Friends Shop operates, without prejudice to any mandatory consumer protection rules of your country of residence.

14. Contact

If you have any questions about these Terms, please contact us at [email protected].