1. Introduction

Welcome to www.petcushionhome.com (operated under the brand name petcushionhome). By accessing our website and purchasing our products, you agree to be bound by these Terms of Service. Please read these terms carefully before placing any order. Our registered business address is 2030 W Broadway, Vancouver, BC V6J 1Z4, Canada.

  1. Orders and Acceptance

All orders placed through www.petcushionhome.com are subject to our acceptance. We reserve the right to refuse or cancel any order for legitimate commercial or operational reasons. When you place an order, you will receive an order confirmation email acknowledging receipt of your order details.

  1. Shipping and Delivery

We partner with major international carriers, including DHL, FedEx, and UPS Priority services, to deliver our pet cushion products to customers across Europe.

  • Standard transit time is estimated between 6 to 9 business days following dispatch.
  • Throughout the fulfillment process, automated tracking notifications will be dispatched to the email address provided during checkout at key operational milestones, including order dispatch, carrier handover, regional transit hubs, and final local delivery.
  • If your order exceeds the standard transport timeframe, our team will initiate an official investigation with the carrier. Depending on the verified circumstances of the transit delay, appropriate resolution—such as a replacement shipment or a refund—will be administered accordingly.
  • In compliance with applicable European consumer protection regulations, the risk of loss or damage to goods remains with petcushionhome until the goods are physically received by the consumer or a nominated third party indicated by the consumer (other than the carrier).
  1. Right of Withdrawal and Returns (European Consumers)

For customers residing within the European Union and the United Kingdom, statutory consumer rights apply, including a 14-day right of withdrawal without providing any justification.

  • The withdrawal period expires 14 days after the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
  • To exercise the right of withdrawal, you must inform us of your decision via email at [email protected] through an unequivocal statement before the withdrawal period has expired.
  1. Defective or Damaged Items

If you receive an item that is defective, flawed, or damaged upon delivery, you may contact our customer support team via email at [email protected] within a reasonable timeframe, providing clear photographic evidence of the issue. Upon verification of the provided evidence for damaged or defective items, customers are not required to return the physical damaged item; we will proceed directly with a replacement or a refund based on the verified assessment.

  1. Governing Law

These Terms of Service and any separate agreements whereby we provide you services shall be governed by and construed in accordance with the laws of British Columbia and the federal laws of Canada applicable therein, while maintaining full compliance with mandatory European consumer protection laws where applicable to European customers.