Terms and conditions

Last updated: 3 November 2026

1. About us

Pettopia is an online shop based in the Netherlands. You can reach us by email at pettopianl@gmail.com. Our full company details, including our Chamber of Commerce (KvK) and VAT numbers, are on our company details page. These terms apply to every order placed through this website.

2. Your order and the contract

We describe and photograph our products as accurately as we can, but small differences in colour or size can occur. After you order you receive a confirmation by email. The contract is formed the moment we send that confirmation. We may cancel an order if a product is unavailable or a price was clearly wrong; in that case we refund you in full.

3. Prices and payment

All prices are in euros and include 21% Dutch VAT. Shipping is free, so the price at checkout is the total you pay. You pay when you place your order, using one of the methods offered at checkout.

4. Delivery

Delivery times and conditions are in our shipping information. The risk of loss or damage passes to you once the goods are delivered to you.

5. Cancelling and returns

As a consumer in the EU you may cancel your order within 14 days of receiving it, without giving a reason. You pay the direct cost of returning the item, unless it arrived damaged, faulty or wrong. The full arrangement is in our returns policy.

6. Statutory guarantee

Our products carry the statutory guarantee: a product must do what you may reasonably expect of it. If a product is faulty, contact us — we repair, replace or refund in line with your legal rights.

7. Using products safely

Follow the use and care information in the product description. Supervise your pet the first time it uses a new product, and stop using an item once it is damaged. Carriers, backpacks and hammocks state a maximum weight in the product description; do not exceed it.

8. Liability

We are not liable for damage that was not foreseeable, or that arises from using a product other than as described. Nothing in these terms limits our liability where the law does not allow that, and nothing affects your statutory rights as a consumer.

9. Privacy

How we handle your personal data is set out in our privacy policy.

10. Complaints and governing law

If you have a complaint, email us first — we will resolve it as quickly as we can. Dutch law applies to these terms. If you live in another EU country you also keep the protection of the mandatory consumer rules of your own country. You can also raise a complaint through the European ODR platform: ec.europa.eu/odr.