Terms of Sale

Effective Date: [12/09/2025]
Applicability: These Terms of Sale (hereinafter referred to as the “Terms”) apply solely to consumers (hereinafter referred to as “You”) who purchase pet-related products (including but not limited to pet food, toys, clothing, beds, grooming tools, etc., hereinafter referred to as “Products”) through ShinyFur’s cross-border independent website (domain: www.shinyfur.com, hereinafter referred to as the “Platform”), with delivery addresses in the United States, the United Kingdom, and other English-speaking countries/regions. These Terms, together with the Platform’s published Privacy Policy and Shipping Policy, constitute the complete transaction agreement between You and the Platform’s operating company (hereinafter referred to as “We”). By placing an order for Products, You are deemed to have fully read, understood, and agreed to all provisions of these Terms.

1. Applicability and Validity

1.1 These Terms comply with the EU Consumer Rights Directive (2011/83/EU), the U.S. Federal Trade Commission Act (FTC Act), the UK Consumer Rights Act 2015, and other relevant regulations to protect Your legitimate consumer rights. They also meet Google’s compliance requirements for e-commerce websites (including but not limited to payment security, authenticity of product information, and after-sales transparency).
1.2 If You are a business customer (e.g., bulk purchases by pet hospitals or pet stores), a separate “Corporate Procurement Agreement” shall be signed, and these Terms shall not apply.

2. Orders and Contract Formation

2.1 When placing an order on the Platform, You must accurately provide your delivery address, contact information, payment details, and other relevant information. The Product information displayed on the Platform (price, inventory, specifications, description) is an invitation to treat; Your submission of an order constitutes an offer. Our confirmation of the order via email (sent to the email address You provided when placing the order) or in-platform message within 24 hours constitutes acceptance, at which point the sales contract between You and Us formally takes effect.
2.2 If We are unable to fulfill the order due to incorrect Product information (e.g., wrong pricing, abnormal inventory display) or force majeure (e.g., supply chain disruption), We have the right to cancel the order before confirming it, notify You of the reason via Your reserved contact information, and shall not be liable for breach of contract.
2.3 After the order takes effect, You can check the order status (“Pending Payment”, “Pending Shipment”, “Shipped”, “Completed”, “Cancelled”) in “My Orders”. If You need to modify the delivery address or contact information, You must apply through customer service before the order is shipped; no changes can be made after shipment.

3. Product Information and Compliance

3.1 We guarantee that all Product information is true and accurate, including but not limited to materials (e.g., “food-grade TPR material” for pet toys), ingredients (e.g., complete ingredient list and nutritional information for pet food), applicable pet types (e.g., “suitable for cats over 6 months old”), and shelf life (food products must be clearly marked with production date and expiration date). All Products comply with the safety standards for pet products set by the U.S. FDA (Food and Drug Administration) and the UK FSA (Food Standards Agency). The sale of counterfeit, shoddy, expired, or potentially hazardous Products is prohibited.
3.2 Due to objective factors such as shooting light and monitor color differences, there may be slight color differences between the actual Product and the images. This does not constitute a quality issue, and We will mark a “Color Difference Notice” on the Product detail page. If the Product specifications (e.g., size, weight) deviate from the description by more than 3%, You may apply for return or exchange in accordance with Section 6 of these Terms.

4. Payment Terms

4.1 The payment methods supported by the Platform include: credit cards (Visa, Mastercard), PayPal, and Cash on Delivery (COD, applicable only to the contiguous 48 U.S. states and most cities in England/Scotland, UK; see the Platform’s “Cash on Delivery Policy” for details). All payment processes comply with Google’s payment security standards. We do not store Your complete payment information (e.g., credit card CVV code, PayPal password) to ensure payment security.
4.2 The order amount You pay includes the Product cost and international shipping fee (see the Platform’s “Shipping Policy” for shipping fee standards), and does not include customs duties, import VAT, or other fees in the destination country/region. Such fees shall be borne by You (the recipient). We will mark a “Customs Fee Notice” on the order checkout page and assist in providing the HS code required for Product declaration (e.g., HS code for pet food: 230910).
4.3 If “payment failure” occurs during the payment process, You can check whether the payment information (e.g., card number, expiration date, CVV code) is correct or switch to another payment method. If “payment deducted but order shows Pending Payment” due to bank system delay, please contact customer service and provide payment proof (e.g., bank deduction SMS, payment screenshot). We will verify and update the order status within 3 business days to ensure You do not pay twice.

5. Shipping and Customs Terms

5.1 We cooperate with international logistics providers such as DHL, FedEx, and UPS. The shipping timeframes are as follows:

• U.S. region: 3-7 business days after shipment (contiguous 48 states); an additional 1-2 business days for Alaska/Hawaii;
• UK region: 2-5 business days after shipment (major cities in England/Scotland); an additional 2 business days for Northern Ireland and remote islands;
  The specific shipping time is subject to the tracking information on the logistics provider’s official website. If shipping is delayed due to customs clearance delays (e.g., need to supplement declaration materials), We will assist You in communicating with the logistics provider but shall not be liable for “delayed shipping” compensation.
  5.2 After the Product is shipped, We will send the tracking number and tracking link via email. You can check the shipping progress in real time. If the package shows “Delivered” but You have not received it, please contact customer service within 24 hours. We will assist in applying for a “Delivery Proof” from the logistics provider to check for misdelivery or loss. If loss is confirmed, You can choose to “re-ship the Product” or “receive a full refund”.
  5.3 Customs may inspect the package. If the package is returned or detained because You failed to cooperate with customs clearance in a timely manner (e.g., not replying to customs emails, not paying customs duties), You shall bear the responsibility. We will not refund the Product cost or shipping fee already collected. If customs issues arise due to incorrect Product declaration information (e.g., misdeclaring “toys” as “food”), We shall bear the responsibility, and We will provide a full refund and cover the return shipping fee.

6. Return and Exchange Policy

6.1 Return/Exchange Application Period: You must submit an application through “My Orders – Apply for Return/Exchange” or customer service (email/phone/WhatsApp) within 15 calendar days of receiving the Product. Applications submitted after the deadline will not be accepted. If the receipt date is delayed due to logistics delays, You can provide a “delay certificate” issued by the logistics provider to apply for a 3-calendar-day extension of the application period.
6.2 Return/Exchange Conditions:

• Non-custom Products: Must be unopened, unused, with intact original packaging (including Product tags, user manuals, free gifts) and not affecting resale (e.g., pet beds must be free of hair and stains; pet toys must be free of bite marks);
• Pet Food: Must be within the shelf life and unopened (opened pet food poses food safety risks and will not be accepted for return under any circumstances);
• Custom Products (e.g., engraved pet nameplates, clothing printed with pet photos): Only eligible for return if there are quality issues caused by Us (e.g., wrong engraving, damaged material); returns due to Your personal reasons (e.g., “dislike the engraving font”, “wrong size selected”) are not accepted;
• Defective Products: Must provide clear photos or videos (max. 1 minute) showing “close-up of the defect + full Product + order number” as the basis for review. If no proof is provided, We have the right to refuse the return/exchange.
  6.3 Return/Exchange Shipping Fee Responsibility:
• For returns/exchanges due to “Product quality issues”, “incorrect/missing Products”, or “Product specification deviation exceeding 3% from the description”, the shipping fee shall be borne by Us. You must ship via DHL/FedEx/UPS, keep the logistics waybill and payment proof (e.g., shipping invoice), and apply for shipping fee reimbursement after returning (max. $30/£25 per reimbursement);
• For returns due to “personal reasons” (e.g., dislike the style, wrong Product purchased), the shipping fee shall be borne by You, and We will deduct an 8% sorting/storage fee from the order amount (min. $5/£4). This fee will be clearly indicated when applying for return, and submitting the application is deemed acceptance.
  6.4 Return/Exchange Process:

1. Submit Application: Submit an application through customer service or the Platform system, explain the reason for return, and upload supporting materials;
2. Review and Confirmation: We will review within 2 business days. If approved, a “Return/Exchange Confirmation” (including the designated return address: No. 99 Zhengda Road, Huai’an City, Jiangsu Province, China) will be sent;
3. Ship the Product: You must ship the Product within 7 calendar days in accordance with the confirmation letter and provide the tracking number;
4. Inspection and Processing: We will inspect the Product within 3 business days of receipt. If the inspection passes, the refund process (for returns) or replacement arrangement (for exchanges) will begin. If the inspection fails (e.g., used Product, damaged packaging), the Product will be returned to You, and You shall bear the return shipping fee.

7. Refund Policy

7.1 Refund Application Conditions: Refund requests can be made for return applications that meet the return/exchange conditions in Section 6 of these Terms, or for cancellations due to “order cancellation (before shipment)”, “package loss (not caused by You)”, or “Product out of stock and unable to re-ship”.
7.2 Refund Period: Within 3-7 business days after the inspection passes (or loss/stock-out is confirmed), the refund will be processed to Your original payment method (credit card refunds take 3-5 business days depending on the bank; PayPal refunds usually take 1-3 business days). The refund amount will deduct the “handling fee for personal reason returns” (if applicable) and will not deduct the reimbursed shipping fee (if applicable).
7.3 Refund Amount Description:

• For orders including “Product cost + shipping fee”, if the refund is due to Our reasons, the full amount (including shipping fee) will be refunded; if the return is due to Your personal reasons, only the Product cost (after deducting the handling fee) will be refunded, and the shipping fee will not be refunded;
• If You paid in a currency other than USD/GBP, the refund will be settled at the exchange rate on the refund date. There may be slight differences from the exchange rate at the time of order placement, which is a normal financial fluctuation. We shall not be liable for exchange rate losses;
• If You used a “coupon” or “member points deduction” to place the order, expired coupons will not be reissued, and unexpired coupons will be returned to Your account. Points will be returned to Your account (no expiration date).
  7.4 If You have objections to the refund amount, You must contact customer service within 7 business days of receiving the refund and provide refund proof (e.g., bank receipt SMS, PayPal refund record). We will verify within 3 business days. If “over-deduction” is confirmed, the difference will be refunded to Your original payment method.

8. Limitation of Liability and Exemption

8.1 Our warranty for Products is limited to “quality issues under normal use”. We shall not be liable for issues caused by “improper use” (e.g., using a large-dog chew toy for a small dog leading to toy damage), “pet damage” (e.g., a cat scratching a fabric bed), or “force majeure” (e.g., Product damage caused by earthquakes or wars).
8.2 We shall not be liable for “indirect losses”, including but not limited to: “pet food shortage due to delayed Product delivery”, “minor pet discomfort caused by Product issues (veterinary diagnosis is required for negotiation of compensation)”, or “loss of work, transportation costs incurred by You for returns/exchanges”. We shall only be liable for refunding or re-shipping the Product itself.
8.3 If the package is lost or returned due to incorrect delivery address or invalid contact information provided by You, You shall bear the responsibility. We will not refund the Product cost or shipping fee. If You entrust others to receive the package, the receipt shall be deemed as Your acceptance of the Product, and no return/exchange can be applied for if issues are found later.

9. Privacy Protection

9.1 We collect Your personal information (e.g., name, delivery address, contact information, payment details) solely for “order processing, shipping, and after-sales communication”. This complies with the EU General Data Protection Regulation (GDPR) and Google’s Privacy Policy. We will not disclose Your personal information to third parties (except logistics providers and payment service providers) and will use encryption technology (e.g., SSL) to protect information security.
9.2 You can apply to “view/modify/delete” Your personal information through customer service (delete requests can be made 30 days after the order is completed, without affecting the retention of historical order records). If You believe Your information is being misused, You can file a complaint through the customer service channels in Section 10 of these Terms.

10. Customer Service and Dispute Resolution

10.1 Customer Service Contact Information:

• Email: admin@shinyfur.com (response within 24 hours, supporting Chinese and English);
• Phone: +8613770407616 (working hours: 9:00-18:00 China Time, supporting English);
• WhatsApp: +8613770407616 (same as phone number, response within 1 hour during working hours).
  10.2 If You have disputes with Us regarding orders, Products, or after-sales services, You should first negotiate a resolution through customer service. If negotiation fails, You may choose one of the following methods:
• File a complaint with the consumer association in Your location (e.g., U.S. FTC Consumer Complaint Center, UK Citizens Advice);
• Submit the dispute to the China International Economic and Trade Arbitration Commission (CIETAC) for arbitration in accordance with its current arbitration rules. The place of arbitration shall be Shanghai, China, and the arbitration award shall be final and binding on both parties.

11. Other Terms

11.1 Modifications or updates to these Terms shall be posted on the Platform’s homepage for 7 days and take effect after the posting period. By continuing to place orders after the modification, You are deemed to agree to the new Terms. If You do not agree to the modification, You may stop using the Platform’s services.
11.2 If any provision of these Terms is deemed invalid or unenforceable, it shall not affect the validity of other provisions, which shall still be performed.