Terms of service

Terms of Use of the Online Store truepaw.eu

SIA "Kairos Solutions", registration No. 40203625625, legal address: Penkules iela 73, Mārupe, Mārupes nov., LV-2167 (hereinafter – the Online Store), provides the content available on the website truepaw.eu and supplies goods in accordance with the Terms of Use set forth below.

1. General Provisions If a consumer purchases goods through the website, such a mutual agreement is considered a Distance Contract and is subject to the legal norms of the Republic of Latvia governing distance contracts, including, but not limited to, the Consumer Rights Protection Law of the Republic of Latvia, Regulations of the Cabinet of Ministers No. 255 "Regulations on Distance Contracts", etc.

2. Making Purchases The prices and specifications of the products sold in the Online Store are indicated next to the products. To place an order, add the desired products to the shopping cart, fill in all the required fields, and select the most suitable delivery method. The total cost of the order, including delivery, is then displayed on the screen. To complete the order, make the payment for the purchase.

 

3. Payment Terms The currency of settlement on the website is the euro (EUR), and all prices are indicated inclusive of applicable taxes. The purchase can be paid for using the Shopify Payments payment platform, provided by Shopify International Limited and its authorized service providers.

The following payment methods are available on the website:

• Credit and debit cards: Visa, MasterCard, Maestro, and Amex;

• Digital wallets: Apple Pay, Google Pay, and Shopify Pay (Shop Pay).

By making a payment, the Buyer confirms that they are the legal owner of the card or account used. All transactions are encrypted and performed in accordance with PCI-DSS security standards, guaranteeing the security of payment data. Personal data required for making and processing payments are transferred to the licensed payment institution Shopify International Limited and its partners who ensure the execution of the transaction.

In the event that the currency of the Buyer's card or account differs from the euro (EUR), the Buyer's bank or payment card issuer is responsible for the currency conversion rates and any applicable commission fees.

The Distance Contract enters into force upon successful receipt of the full purchase amount in the Seller's bank account. If for any reason it is not possible to fulfill the order, the Buyer will be notified immediately, and the amount paid will be refunded as soon as possible, but no later than 14 days after sending the notification, using the same payment method that the Buyer used for the initial transaction.

4. Delivery Terms Goods are delivered to the Baltic countries (Latvia, Lithuania, Estonia), as well as to other European countries.

The purchased goods are delivered using Omniva, DPD, Venipak, and Latvijas Pasts parcel machines and courier delivery. Delivery costs and available delivery methods are displayed before order confirmation, depending on the selected delivery country and address.

The purchased goods are delivered to the address specified by the Buyer or to the selected parcel machine in accordance with the delivery times confirmed by the respective delivery service provider (Omniva, DPD, Venipak, Latvijas Pasts). Delivery times may vary depending on the destination country.

5. Right of Withdrawal 5.1. The Buyer – a natural person (consumer) – has the right to withdraw from the Goods within 14 (fourteen) calendar days from the moment of receipt of the Goods without stating a reason. The right of withdrawal is not applicable if the Buyer is a legal entity.

5.2. According to the Regulations of the Cabinet of Ministers and the Consumer Rights Protection Law, the right of withdrawal does not apply to contracts for the delivery of goods that deteriorate rapidly or expire quickly, as well as for the delivery of sealed goods that have been opened after delivery and which are not suitable for return due to health protection or hygiene reasons. This applies to pet treats with opened packaging.

5.3. To exercise the 14-day right of withdrawal, the Goods may only be used for their intended purposes. The consumer is responsible for maintaining the quality and safety of the Goods during the period of exercising the right of withdrawal. If the Goods are used inappropriately or damaged, handled carelessly during use, or if the instructions are not followed, or if the original packaging of the Goods is lost or its packaging is damaged, the Online Store has the right to reduce the refunded amount in accordance with the reduction in the value of the Goods.

5.4. Section 12, Paragraph Six of the Consumer Rights Protection Law (CRPL) stipulates that by withdrawing from a purchase in the case of a distance contract, the consumer is responsible for maintaining the quality and safety of the product during the period for exercising the right of withdrawal. Please preserve the original packaging of the Goods so that the Goods do not suffer external mechanical damage when exercising the right of withdrawal. The online store truepaw.eu reserves the right to refuse to accept Goods that are damaged, not in a complete set, including if the packaging of treats has been opened.

5.5. To exercise the right of withdrawal, the Buyer must submit a completed withdrawal form, which can be found here, by sending it to the e-mail address info@truepaw.eu within 14 days after receiving the Goods.

5.6. The Buyer is obliged to return the Goods to the Seller without delay, but no later than 14 days after sending the withdrawal form to the online store. After receiving the returned Goods, the online store shall immediately, but no later than 14 days, refund all payments received from the Buyer on the basis of the distance contract.

5.7. The Seller has the right to withhold the refund until it has received the Goods back from the Buyer or a confirmation that the Goods have been sent back. If the Buyer has chosen a shipping method other than the cheapest standard delivery method offered by the online store, the online store is not obliged to compensate the additional delivery costs.

5.8. The direct costs of returning the Goods shall be borne by the Buyer, unless the Parties have agreed otherwise.

5.9. The online store is not responsible for any delay in the performance of its obligations, or failure to perform them, or any other type of non-performance that has arisen due to circumstances and obstacles beyond the reasonable control of the online store.

5.10. The online store reserves the right to refuse to sell the Goods and demand the return of the Goods from the Buyer if the price indicated in the online store is, due to an error, significantly lower than its market price.

6. Consumer Rights for Non-Conforming Goods The online store is responsible for ensuring that the delivered goods comply with the terms of the contract and are fit for use until the expiration date indicated on the packaging, provided that the product is stored in accordance with the conditions indicated on the packaging.

If the delivered goods do not comply with the terms of the contract (for example, they are damaged, their expiration date had already passed at the time of delivery, or the product was stored incorrectly prior to delivery), the Buyer has the right to submit a complaint. The Buyer must inform the Seller about the non-conformity without undue delay by writing to the e-mail address info@truepaw.eu and, if possible, attaching photographs confirming the non-conformity.

The online store is not responsible for any deterioration in the quality of the product that has occurred after delivery due to incorrect storage or use by the Buyer, as well as for products whose expiration date has passed after delivery to the Buyer.

If the complaint is justified, the Seller shall, at the Buyer's choice, exchange the product for a conforming one free of charge or refund the amount paid for the product. The Seller shall provide a written response to the consumer's complaint within 15 (fifteen) days.

7. Processing of Buyer's Personal Data The personal data controller is SIA "Kairos Solutions", registration No. 40203625625, legal address: Penkules iela 73, Mārupe, Mārupes nov., LV-2167, e-mail: info@truepaw.eu.

The online store processes only those personal data entered by the Buyer when ordering goods, such as name, surname, e-mail address, telephone number, and delivery address. This data is processed to execute the contract concluded between the Buyer and the Seller (order processing, payment, and delivery) and to fulfill obligations specified in regulatory enactments (for example, accounting requirements).

The online store transfers personal data to the extent necessary to ensure the provision of the service: to transport/delivery service providers (for product delivery) and to payment service providers (for payment processing). Personal data is not transferred to third parties for other purposes.

If the Buyer has explicitly consented to receive marketing communications, including newsletters, the online store may from time to time contact the Buyer by sending information about goods and latest offers. For this purpose, the e-mail address specified by the Buyer is processed. The Buyer has the right to opt-out of marketing communications at any time by giving notice to info@truepaw.eu or by using the unsubscribe link in the communication.

Personal data is stored only as long as necessary to achieve the aforementioned purposes or as specified by regulatory enactments. The Buyer has the right to access their personal data, request its correction or deletion, restrict processing, as well as submit a complaint to the Data State Inspectorate (www.dvi.gov.lv). To exercise these rights, the Buyer can contact the online store by writing to info@truepaw.eu.

8. Dispute Resolution Procedure In matters not stipulated in these terms and conditions, the Buyer and the Seller agree to comply with the regulatory enactments in force in the Republic of Latvia.

The Parties shall resolve all disputes arising between the Seller and the Buyer through mutual negotiations or correspondence. If the dispute cannot be resolved through negotiations or correspondence, the Parties shall settle the dispute in a court of the Republic of Latvia, observing the regulatory enactments of the Republic of Latvia.

Disputes between the Buyer (consumer) and the Seller can also be referred for resolution to the Consumer Rights Protection Centre (www.ptac.gov.lv). The Buyer (consumer) also has the right to turn to out-of-court dispute resolution bodies. Information on consumer dispute resolution bodies in the European Union Member States is available on the European Commission website: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies.

Terms enter into force on 05.06.2026.