§1. General provisions

1. These Terms and Conditions govern the use of the online store available at www.hugsforpets.com (hereinafter: the "Store").
2. The Store is operated by:HUGS FOR PETS Prosta Spółka Akcyjna ul. Bóżnicza 15 lok. 6 61-751 Poznań PolandVAT ID (NIP): 7831947355 KRS: 0001222147 email: hello@hugsforpets.com hereinafter referred to as the "Seller".
3. These Terms and Conditions govern in particular: the rules for using the Store, conditions for placing orders, delivery and payment terms, withdrawal from contract and returns, complaint procedure, rules for the provision of electronic services.
4. These Terms and Conditions are available on the Store's website in a form that allows them to be saved, downloaded and reproduced.

§2. Definitions

1. Customer – a natural person, legal entity or organisational unit making a purchase in the Store.
2. Consumer – a natural person making a purchase unrelated directly to their business activity.
3. Store – the online store operated by the Seller.
4. Product – a movable item offered for sale in the Store.
5. Sales agreement – a distance contract concluded between the Customer and the Seller via the Store.
6. Business day – any day from Monday to Friday, excluding public holidays.

§3. Electronic services

1. Through the Store, the Seller provides the following electronic services: browsing the product offer, placing orders, contact form handling.
2. Using the Store requires: a device with internet access, an up-to-date web browser, an active email address.
3. Customers are prohibited from submitting unlawful content.

§4. Product information

1. The Store provides information about the products on offer, including descriptions, photos, specifications and prices.
2. All prices in the Store are gross prices expressed in Polish złoty (PLN).
3. Information presented on the Store's website does not constitute an offer within the meaning of the Civil Code, but an invitation to conclude a contract.
4. As the Seller's Products are made using artisan methods, the actual dimensions of a piece of furniture may differ from those stated in the product listing. An acceptable tolerance of +/- 2 cm applies relative to the declared dimension. The furniture body (width, depth, height) is measured between the two furthest-projecting points. Loose cushions are measured from seam to seam.
5. The Seller notes that due to monitor settings and changes in material suppliers, customers are encouraged to request a fabric swatch before ordering. This allows you to assess the texture and colour of the material and better match the product to your needs.

§5. Placing orders

1. Orders can be placed in the Store 24 hours a day.
2. To place an order, the Customer: selects a product, adds it to the cart, fills in the order details, selects a delivery and payment method, confirms the order.
3. After placing an order, the Customer receives an order confirmation by email.
4. The sales agreement between the Customer and the Seller is concluded upon order confirmation.

§6. Payment methods

1. The Customer may use the following payment methods:
   • credit/debit card (Visa, Mastercard),
   • BLIK,
   • express online payments,
   • electronic bank transfer,
   • standard bank transfer.
2. Electronic payment processing is provided by:Planet Pay sp. z o.o. ul. Jutrzenki 139 02-231 Warszawa KRS: 0000427567 NIP: 6793083313
3. When choosing online payment, the Customer is redirected to PlanetPay's secure payment system.
4. Payment processing is governed by the payment operator's own terms and conditions.

§7. Transaction security

1. The Store applies technical and organisational measures to ensure the security of transmitted data.
2. Data transmission between the Customer's device and the Store's server is encrypted using SSL protocol.
3. Payment data is transmitted directly to the payment operator PlanetPay.
4. The Store does not store customers' payment card details.

§8. Delivery

1. Orders are fulfilled within Poland and to selected European Union countries.
2. Available delivery methods may include: DHL courier, other methods indicated in the Store.
3. Delivery costs are displayed during the order process.
4. Orders are shipped via DHL courier.
5. The parcel is delivered directly to the address provided.
6. Order processing time is 5 to 7 business days, unless the product description states otherwise.
7. Some products, in particular larger beds, may be shipped in larger courier parcels. In such cases, delivery time or shipping cost may differ. Shipping cost and estimated time are always shown during the order process.

§9. Withdrawal from contract

1. The Consumer has the right to withdraw from a distance contract within 14 days of receiving the product.
2. To exercise the right of withdrawal, the Customer should notify the Seller by email at hello@hugsforpets.com. The product must be returned to: ul. Akacjowa 1, 62-025 Kostrzyn Wielkopolski, Poland.
3. The product must be returned in an unimpaired condition.
4. The Consumer is liable for any reduction in the value of the product resulting from handling it beyond what is necessary to establish its nature, characteristics and functioning.
5. In particular, the returned product must not show signs of use beyond normal inspection, and must not be soiled, damaged or washed.
6. If a reduction in value is found, the Seller may reduce the refund by an amount corresponding to that reduction.
7. In the event of withdrawal, the Consumer bears the direct cost of returning the product to the Seller, unless the Seller expressly agrees to cover those costs.
8. Due to the nature of some products offered in the Store, in particular larger items, the return shipping cost may be higher for courier parcels.
9. The refund will be issued no later than 14 days after receipt of the returned product.
10. The refund will be made using the same payment method used in the original transaction.
11. As each product is made to the Customer’s individual configuration after an order is placed, the right to withdraw from the contract does not apply. This includes products customised through the selection of fabric, colour, variant, size, or other personalised features.

§10. Complaints

1. The Customer has the right to file a complaint if a product does not conform to the contract.
2. Complaints may be submitted electronically to: hello@hugsforpets.com
3. A complaint should include: the Customer's name and surname, order number, description of the issue.
4. Complaints are processed within 14 days of receipt.
5. If the Seller does not respond within the above time limit, the complaint is deemed to have been accepted.

§11. Personal data

1. The controller of customers' personal data is:HUGS FOR PETS Prosta Spółka Akcyjna ul. Bóżnicza 15 lok. 6 61-751 Poznań email: hello@hugsforpets.com
2. Personal data is processed for the purposes of: fulfilling orders, processing payments, contacting the Customer, fulfilling legal obligations.
3. Detailed data processing rules are set out in the Privacy Policy available on the Store's website.

§12. Out-of-court dispute resolution

1. The Consumer may make use of out-of-court complaint resolution methods.
2. The Consumer may use mediation conducted by the Trade Inspection Authority or a permanent arbitration court.
3. The Consumer may also use the European online dispute resolution platform (ODR) available at: https://ec.europa.eu/consumers/odr

§13. Final provisions

1. Matters not regulated by these Terms and Conditions are governed by Polish law, in particular: the Civil Code, the Consumer Rights Act, the Act on the Provision of Electronic Services.
2. These Terms and Conditions enter into force on 01.05.2026.
3. The Seller reserves the right to amend these Terms and Conditions; however, amendments do not affect orders placed prior to their introduction.