Terms & Conditions

Last updated: October 2026

Article 1 – Definitions

In these terms: withdrawal period means the period within which the consumer can use their right of withdrawal; consumer means a natural person not acting in the course of a trade, business or profession who enters into a distance contract with the trader; day means calendar day; durable data carrier means any means that lets the consumer or trader store information addressed to them personally in a way that allows future consultation and unchanged reproduction; right of withdrawal means the consumer's option to withdraw from the distance contract within the withdrawal period; trader means PAWNEST, offering products to consumers at a distance; distance contract means a contract concluded exclusively using one or more means of distance communication within a system organised by the trader.

Article 2 – Identity of the trader

Store name: PAWNEST
Email: our contact form
Contact form: wearpawnest.com/pages/contact

Article 3 – Applicability

These terms apply to every offer made by the trader and to every distance contract and order between the trader and the consumer. The text of these terms is made available to the consumer before the distance contract is concluded, electronically and in a way the consumer can easily store on a durable data carrier. If any provision of these terms is wholly or partly invalid, the contract and the remaining terms stay in force, and the provision will be replaced by one that comes as close as possible to the original intent. Situations not covered by these terms are assessed in the spirit of these terms.

Article 4 – The offer

If an offer has a limited validity or is subject to conditions, this is stated explicitly. The offer contains a complete and accurate description of the products. Images are a truthful representation of the products, but we can't guarantee that the colours shown exactly match the real colours. Obvious mistakes or errors in the offer do not bind the trader. Each offer makes clear the price, any shipping costs, how the contract is concluded, the right of withdrawal, and the payment and delivery methods.

Article 5 – The contract

The contract is concluded when the consumer accepts the offer and meets the conditions set. When the consumer accepts the offer electronically, the trader confirms receipt without delay by email. The trader takes appropriate technical and organisational measures to secure the electronic transfer of data and provides a secure web environment. Every contract is subject to sufficient availability of the products.

Article 6 – Right of withdrawal

The consumer can withdraw from the contract within 14 days of receiving the product without giving a reason. The period starts on the day after the consumer, or a third party appointed by them, receives the product. The consumer handles the product carefully and only unpacks or uses it as far as necessary to assess it. The withdrawal must be reported within 14 days, for example via our withdrawal form or by email, and the product must be sent back within 14 days after that. See our Return Policy for details.

Article 7 – Costs in case of withdrawal

The direct costs of returning the product are paid by the consumer. The trader refunds all payments received, including the standard delivery costs, within 14 days of being notified of the withdrawal, using the same payment method the consumer used. The trader may withhold the refund until the product has been received back or the consumer has shown proof of return shipment.

Article 8 – Exclusion of the right of withdrawal

The trader can exclude the right of withdrawal for personalised products, products that spoil quickly, sealed products that are not suitable for return for health or hygiene reasons once unsealed, and other legally permitted exceptions – but only if this was stated clearly in the offer before the contract was concluded.

Article 9 – Price

Prices stated in the offer don't increase during the period of validity stated, except for price changes caused by changes in VAT rates. All prices include VAT where applicable.

Article 10 – Conformity and guarantee

The trader guarantees that the products comply with the contract, the specifications stated in the offer, reasonable requirements of soundness and usability, and the legal provisions in force. This doesn't affect the consumer's statutory rights. Defects should be reported to the trader as soon as possible after they are discovered.

Article 11 – Delivery and execution

The trader takes the greatest possible care when receiving and executing orders. The delivery address is the address provided by the consumer. Orders are delivered as quickly as possible and no later than 30 days, unless a longer period has been agreed. If delivery is delayed or an order can't be fully executed, the consumer is informed and may cancel the contract free of charge; any payment will then be refunded within 14 days. The risk of damage or loss of products rests with the trader until delivery to the consumer.

Article 12 – Payment

Payment is made at checkout via the payment methods offered. The consumer must report inaccuracies in the payment details provided to the trader without delay.

Article 13 – Complaints

Complaints about the execution of the contract must be submitted to the trader in full and clearly described, within a reasonable time after the consumer has discovered the defects, via our contact form. Complaints are answered within 14 days of receipt. If a complaint needs more time, the trader replies within 14 days with a confirmation of receipt and an indication of when the consumer can expect a full answer. If a complaint can't be resolved by mutual agreement, the consumer can use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Article 14 – Applicable law

Contracts between the trader and the consumer to which these terms apply are governed by Dutch law. This doesn't deprive the consumer of the protection of the mandatory rules of the country where they live.

Article 15 – Payment reporting (CESOP)

Under EU rules introduced in 2024 (the Central Electronic System of Payment information, CESOP), payment service providers may be required to report certain payment information electronically to the tax authorities.