Terms and Conditions
Last updated: October 9, 2026
These terms and conditions apply to all purchases made in the Pet Friends / YourPetFriend online store ("we", "us"), operated by Pet Friends in Sweden. By placing an order, you agree to these terms.
1. About us and our business model
We sell pet products to consumers in Sweden, the EU/EEA, the United Kingdom, Norway, the USA and other countries listed at checkout. We work with selected suppliers and partner warehouses, which means your order may be shipped directly from a warehouse inside or outside the EU. Pet Friends is always your contracting party—you can contact us with any questions, complaints or returns.
2. Orders and contracts
A binding purchase contract is formed when we send an order confirmation to the email address you provided. We reserve the right to refuse or cancel an order if we suspect fraud, there is an obvious pricing error, or an item is no longer available for delivery. If we cancel your order, we will refund the full amount without delay.
You must be at least 18 years old or have permission from a parent or guardian to shop with us.
3. Prices, currency and taxes
Prices are shown in the currency applicable to the country you are shopping from. The price shown at checkout is the price you pay us; any local taxes and fees in the destination country are shown at checkout or charged on delivery as described below. Shipping costs are shown separately at checkout before you complete your purchase.
Customs and import charges: For deliveries to countries outside the EU, and when an item is shipped from a warehouse outside the EU, import VAT, customs duties and handling fees may apply. These charges are collected by the carrier or customs authority in the destination country and must be paid by you as the recipient, unless expressly stated otherwise at checkout.
4. Payment
Payment is made using the payment methods offered at checkout (e.g. card, Shop Pay, PayPal, Klarna or other local options). Payments are processed by Shopify Payments or the relevant payment service provider using encrypted transmission. We never store your full card details.
5. Delivery
Delivery times are estimates and are set out in our shipping and delivery policy. As items may be shipped from partner warehouses in different countries, delivery may take longer than with a typical Swedish online store, and orders containing multiple items may arrive in separate parcels. Risk in the item passes to you when you or someone you have designated has received it.
If an item has not been delivered within 30 days of your order, you have the right to cancel the purchase and receive a full refund, unless we have agreed on a different delivery time.
6. Right to cancel (14 days)
As a consumer within the EU/EEA, you have the right under distance selling legislation and the EU Consumer Rights Directive (2011/83/EU) to cancel your purchase within 14 days of the day you (or someone you have designated) received the item, without giving a reason. For orders delivered in separate shipments, the period starts on the day you receive the final item. Full instructions, exceptions and information about return costs are available in our returns and right to cancel policy. Customers outside the EU/EEA are offered the same 14-day cancellation period as a voluntary benefit.
7. Complaints and warranties
If an item is faulty, damaged on delivery or does not match its description, you have the right to make a complaint. In Sweden, the statutory right to make a complaint lasts for three years; elsewhere in the EU, it is at least two years under Directive (EU) 2019/771. Please contact us as soon as possible after discovering the fault, preferably with a photo. For an approved complaint, we cover any return costs and will first offer a replacement or repair, and otherwise a price reduction or refund.
The right to make a complaint does not cover normal wear and tear, damage caused by improper use, or damage caused by an animal chewing a product not intended for that purpose.
8. Product information and safety
We endeavour to ensure that product descriptions, images and measurements are accurate, but minor variations in colour and finish may occur. All toys and accessories must be used under supervision and in accordance with the product instructions. Check that the size and material are suitable for your pet.
9. Personal data
We process your personal data in accordance with the General Data Protection Regulation (GDPR). Read more in our privacy policy.
10. Limitation of liability and force majeure
Our liability is limited to what is required by mandatory consumer protection laws. We are not liable for delays or failure to deliver caused by circumstances beyond our control, such as strikes, natural disasters, pandemics, customs delays or carrier disruptions, provided that we inform you without delay.
11. Disputes and applicable law
These terms are governed by Swedish law, without limiting the protection you have under mandatory laws in the country where you reside. If we are unable to resolve a dispute together, consumers in Sweden may refer it to the National Board for Consumer Disputes (ARN), Box 174, 101 23 Stockholm, www.arn.se. We follow ARN's recommendations. Consumers in other EU countries may contact their country's national alternative dispute resolution body.
12. Changes
We may update these terms. The terms in force when you place your order apply to your purchase.
13. Contact
Pet Friends, Sweden
Email: webmaster@yourpetfriend.se
