Terms of Service
1. Seller and scope
PetMoire is operated by SDY E-COMMERCE LTD, registered in England and Wales (company number 15953362; registered office: Suite 8070, 61 Bridge Street, Kington, HR5 3DJ, United Kingdom). These terms apply to orders for personalized, handmade pet keepsakes placed through petmoire.com. For support, email support@petmoire.com.
2. Product and customization
Our keepsakes are decorative, handmade representations inspired by your submitted pet photos. Their shapes, expressions, textures and proportions will vary from photographs and the example items shown. Design details such as accessories, exact size, complex patterns and special poses are not included unless expressly confirmed for your order. The finished product is a decorative display item, not a children's toy or pet chew toy, and may contain wire and small parts.
3. Your submissions
You confirm you have permission to share the photos and instructions you provide. You give us a limited permission to use them solely to assess and fulfill your order, communicate with you, resolve issues and meet legal recordkeeping obligations. You remain responsible for the accuracy of your submitted instructions and shipping details.
4. Orders, price and payment
Prices and the transaction currency are shown on the store and at checkout. Any shipping charges and applicable amounts collected by us will be shown before you pay. Payment is processed securely by Stripe. We may contact you for missing or unsuitable photos before production begins; an order may be cancelled and refunded if we cannot reasonably fulfill it.
5. Production, shipping and customs
Our estimated production and packing time is 10–12 calendar days from receipt of suitable photos and required customization details. For eligible U.S. parcels, we normally use Yanwen tracked small-parcel / U.S. special-line shipping, with an estimated transit time of 8–15 business days after dispatch. Overall estimated delivery is approximately 3–5 weeks from receipt of suitable customization information, subject to carrier and customs delays; estimates are not guaranteed delivery dates.
PetMoire bears applicable U.S. import duties, import taxes and ordinary import customs-clearance/processing charges for the shipment. Customers should not need to pay additional import fees at delivery. If unexpectedly billed by a carrier, contact us promptly; we will arrange payment or reimburse verified eligible import charges. Sales tax, if separately required and collected at checkout, will be shown before payment. See our Shipping & Returns Policy for details.
6. Cancellations, defects and refunds
Customers may cancel for a full refund before crafting begins. Once production has started, personalized items generally cannot be cancelled or returned solely for a change of mind. If an item is damaged, defective, materially incorrect or confirmed lost, we offer appropriate remedies as described in our Shipping & Returns Policy, without limiting mandatory consumer rights.
7. Website use and intellectual property
Store content, photographs and design materials remain the property of their respective owners. You may use the website for lawful shopping and support purposes. Do not upload unlawful or infringing material, interfere with the service or attempt unauthorized access to our systems.
8. Liability and legal rights
Nothing in these terms excludes or restricts rights or remedies that cannot lawfully be excluded, including applicable rights related to defective, incorrectly described or undelivered products. Any limitations apply only to the extent permitted by applicable law.
9. Privacy and contact
See our Privacy Policy for information about how personal data and pet photos are handled. Questions about these terms may be sent to support@petmoire.com.