1. Overview
Welcome to cushionpawpad (www.cushionpawpad.com). This website is operated by PETLY LIMITED (hereinafter referred to as “we”, “us”, or “our”). By visiting our website or purchasing items from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”). These Terms of Service apply to all users of the site. Please read them carefully before accessing or using our website.
2. Business Entity and Contact Information
To ensure commercial transparency and uphold consumer rights, our corporate details are as follows:
- Company Name: PETLY LIMITED
- Brand Name: cushionpawpad
- New Zealand Business Number (NZBN): 9429053356802
- Registered & Warehouse Address: 94b Union Road, Howick, Auckland, 2014, New Zealand
- Customer Service Email: pet@cushionpawpad.com
- Contact Number: +64 210 287 9094
3. Accuracy of Information
We strive to provide accurate information, pricing, and descriptions for all goods. Due to the objective nature of commercial operations, item details, prices, and inventory status are subject to updates. Upon submitting an order, you will receive a detailed order confirmation via email, which serves as the basis for contract fulfilment.
4. Orders and Payment Transactions
By submitting an order on our website, you agree to purchase the selected items at the indicated price. During the checkout process, we employ commercially reasonable data encryption measures to process the transmission of payment information. Please understand that due to the complex nature of network transactions, no method of transmission or storage can currently achieve absolute, one hundred percent certainty in protection. All payments must be cleared prior to dispatch.
5. Shipping and Logistics Processing
We primarily provide delivery services to customers in Europe and the United States, operating in partnership with established logistics carriers including DHL, FedEx, and UPS Priority.
- Order Processing Time: The review and packaging of orders require 1 to 2 working days.
- Logistics Shipping Time: Standard transit requires 3 to 9 working days.
- Logistics Tracking: At key milestones—such as order dispatch, arrival at logistics hubs, and local delivery—automated tracking emails will be sent to the email address provided during checkout, allowing you to monitor your order’s progress in real time.
- Unexpected Delays: If your order exceeds the standard shipping timeframe, please contact us via email. We will immediately initiate a detailed investigation with the carrier. Based on the outcome of the investigation, we will provide a full refund or dispatch a replacement.
6. Title and Transfer of Risk
In strict compliance with the European Consumer Rights Directive and relevant regulations, the title to the goods and the risk of accidental loss or damage during transit transfer to you only when you (or a designated third party other than the carrier) acquire physical possession of the goods. Until you physically receive the item, all such risks are borne by us.
7. Returns, Refunds, and Right of Withdrawal
We fully respect and comply with applicable consumer protection laws, offering the following guidelines for refunds and returns:
- 14-Day Right of Withdrawal: Consumers have the right to withdraw from the contract within 14 days of receiving the goods without providing any reason. If you wish to exercise this right, please notify us in writing via email. We will reply within 24 hours to provide specific return instructions.
- Faulty or Damaged Goods: Your consumer rights are of utmost importance. If the item you receive is faulty or has been damaged in transit, simply contact our customer service via email upon receipt and provide clear photographs of the item as evidence. Once verified, we will issue a full refund or send a free replacement. You are not required to return the damaged physical item to us.
- Refunds will be credited back to your original method of payment. The processing timeframe may vary from several hours to a few working days, depending on the settlement policies of your card issuer or financial institution.
8. User Conduct
When using our website and services, you may not use our goods for any illegal or unauthorised purpose, and you must strictly comply with the applicable laws of your jurisdiction, New Zealand, the European Union, and the United States. The transmission of any destructive code or viruses is strictly prohibited.
9. Limitation of Liability
To the extent permitted by applicable law, PETLY LIMITED assumes responsibility for direct consequences arising from your use of our services in accordance with statutory consumer rights standards. We do not assume liability beyond legal definitions for delays or failures to perform obligations caused by force majeure events.
10. Governing Law and Jurisdiction
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 New Zealand. However, this jurisdiction shall not deprive you of any mandatory statutory consumer protections granted to you by the laws of your country of residence (such as EU member states or the United States).
11. Updates to Terms
We reserve the right to update these Terms of Service from time to time. All updates and amendments will be published directly on this webpage and take effect immediately.
