Terms and Conditions of Purchase
1. Field of Application
These general terms and conditions of purchase apply to all orders and deliveries between Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 362200 (hereinafter referred to as: Truelove), and its professional customers of the online shop www.truelove-uk.co.uk. The website www.truelove-uk.co.uk is intended for sales to professionals only.
2. Order Procedure, Conclusion of the Contract, and Quantity Limit
Order Procedure
Truelove offers its customers a wide range of pet products. The customer can access all details concerning the products, such as their appearance, dimensions, and style, by clicking on the product images. When the customer selects the desired quantity of items and clicks on the icon representing a shopping cart, the product is placed in the virtual basket.
By clicking on the "My Basket" button in the online shop at the top right of the screen, the customer can access a summary page and can review and modify the items in their basket at any time.
If the customer wishes to complete their order, they can click on the "Place Order" button. Registered customers can enter their username and password to automatically use their saved information for the order. Customers can also register as new customers and create a customer account, or continue shopping without an account. In this case, they must enter their address and billing information on the next page.
By clicking on the "Next" button again, the customer proceeds to the penultimate step. Finally, the customer receives a summary of their order with details of the price and delivery costs.
The order is completed when the customer clicks on the "Place Order" button. A binding offer is then made.
Conclusion of the Contract
The product images on the online shop are for display purposes only and may not be exact representations of the products. The customer makes a binding offer to conclude a sales contract when completing the ordering process by clicking on "Place Order." The customer will then receive an order confirmation email, which does not constitute acceptance of the offer. The contract with Truelove is only concluded when Truelove ships the ordered product to the customer and confirms the shipment via email.
Quantity Limit
We sell quantities suitable for professional use.
3. Prices and Delivery Charges
Prices
Since Truelove is based in China, all prices shown on the online shop are exclusive of tax. Customs duties and VAT are charged at the applicable rate in the destination country and are to be paid to the carrier upon receipt of the goods.
Shipping Costs
Truelove delivers worldwide. We remind you that deliveries to military addresses, post offices, and other collection points are not possible. If an order needs to be split into multiple shipments for technical or logistical reasons, no additional shipping charges will be passed on to the customer.
4. Delivery
Orders are shipped within 1 to 3 days on average, depending on the day the order is placed (excluding Saturdays, Sundays, and public holidays) and subject to full payment. Packages are generally delivered between 8 and 15 days after shipment. Delivery time may vary depending on the destination country and carrier.
Truelove cannot be held responsible for delays caused by the carrier or events beyond its control.
If some of the products ordered are out of stock, Truelove will make partial deliveries at its own expense.
If Truelove is unable to deliver the ordered product because it has not received deliveries from its suppliers for reasons beyond its control, Truelove may withdraw from the contract. In this case, Truelove will immediately inform the customer and offer a similar product. If no comparable product is available or if the customer does not wish to receive the alternative product, Truelove will refund the amount already paid.
In most countries, deliveries are subject to customs duties.
If the delivered items are damaged during transport, Truelove Customer Service must be notified as soon as possible. Truelove will handle claims with the carrier or transport insurance. If the customer fails to report the damage, this will not affect their legal warranty rights.
5. Legal Ownership
The products remain the property of Truelove until full payment has been received. It is prohibited to pawn or modify the products prior to ownership transfer without Truelove’s permission.
6. Cancellation Rights
Customers are considered consumers and have the right to withdraw from the contract within 14 days. The following regulations concerning the cancellation rights apply. For other questions regarding cancellation rights, please contact Truelove’s customer service.
Information Regarding the Right to Withdraw
You have the right to withdraw from this contract without providing a reason within fourteen days if your company has fewer than five employees. The withdrawal period expires fourteen days after the day on which you or a third party (other than the carrier) receives the last delivered item of your order.
To exercise your right of withdrawal, you must notify us (Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 362200, contact@truelove-uk.co.uk) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post, fax, or email). You may, but are not obliged to, use the model withdrawal form.
For the withdrawal period to be respected, you must send your notice of withdrawal before the withdrawal period expires.
Effect of the Cancellation (Withdrawal)
In the event of withdrawal, you will receive a full refund (excluding customs charges and VAT paid to the carrier), without undue delay, and no later than fourteen days from the day we are informed of your decision to withdraw from the contract. We will issue the refund using the same payment method you used for the initial transaction, unless we agree to a different method. This refund will incur no costs for you. We may withhold the refund until we have received the returned products or proof that the products have been returned, whichever is earlier.
You must return the order to us no later than fourteen days from the date of cancellation to the following address:
The product(s) must be returned clean, unused, and in good condition to:
Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 362200
The deadline is met if you send the products back within fourteen days.
The cost of returning the goods is the responsibility of the purchaser, except in the case of an error on Truelove's part.
You will only be liable for any loss in value of the goods if the loss is due to your handling of the product beyond what is necessary to establish its nature, characteristics, and functioning.
End of Information Regarding the Right of Withdrawal
Exclusions from the Right of Withdrawal
The right of withdrawal does not apply to the delivery of products that are not prefabricated and are made according to the consumer’s individual choice or specifications or to meet personal needs, the delivery of perishable products, or products whose expiry date is approaching, which cannot be returned for hygiene or health protection reasons, or if their seal has been removed after delivery or if they have been mixed with other products that are inseparable due to their texture after delivery.
7. Exchanging Items
Any exchange of products due to errors not attributable to Truelove, such as color or size mistakes, will be at the buyer's expense, and the exchange will only be possible if the items are clean, unused, and in suitable packaging. Delivery costs and any price differences must be paid before returning the goods.
8. Warranty and Liability
The seller is liable for defects in the conformity of the goods to the contract under the conditions of law and for hidden defects in the goods under the conditions of law.
When the consumer acts under a legal guarantee of conformity, they have a period of two years from the delivery of the goods to take action. They may choose between repair or replacement of the goods, subject to cost. The consumer is not required to provide proof of the defect within six months of delivery.
The legal guarantee of conformity applies independently of any commercial guarantee. The consumer may choose to invoke the guarantee against hidden defects, in which case they may request either cancellation of the sale or a reduction of the sale price.
The customer may submit a claim under the guarantee by sending a letter to:
Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 362200, or by email to contact@truelove-uk.co.uk.
9. Methods of Payment
Products can be paid for by credit card using PayPal. Truelove reserves the right to accept only certain types of payment depending on the order or delivery method chosen by the customer. Cash payments are not possible.
Discount Codes and Gift Codes
When using a discount code or gift code, the current terms and conditions of use (e.g., minimum order amount, expiry date) must be followed. Relevant information will be provided with the code. Additionally, only one code may be used per order and per customer. Cash payments and compensation from previous orders are not allowed. Reselling of codes is prohibited.
10. Data Protection
Truelove takes the protection of customers' data very seriously.
11. Online Shop Operator
Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 362200
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