Conditions générales de vente
Last updated: September 28, 2026
1. SELLER INFORMATION
The website petzjoy.fr is operated by:
PetzJoy
Operated by: Yanis BOUACHE
Legal status: Sole proprietor
Address:
61 rue de Lyon 75012 Paris
Email:
contactsupport@petzjoy.fr
Telephone:
+33 7 81 30 31 73
Website:
https://petzjoy.fr
SIREN: [TO BE COMPLETED]
SIRET: [TO BE COMPLETED]
RNE / RCS registration: [TO BE COMPLETED]
EU VAT number: [TO BE COMPLETED IF APPLICABLE]
2. SCOPE
These General Terms and Conditions of Sale apply to purchases made by consumers through petzjoy.fr.
They govern the contractual relationship between PetzJoy and the customer for products purchased through the website.
By placing an order, the customer confirms that they have read and accepted these General Terms and Conditions of Sale before completing the purchase.
Mandatory consumer rights applicable in the customer’s country of residence remain unaffected.
3. PRODUCTS
PetzJoy sells pet clothing, costumes and accessories, particularly for dogs and cats.
The essential characteristics of each product are presented on the relevant product page, including available sizes, variants, photographs, descriptions and other relevant information.
Customers are responsible for reviewing the product description and, where applicable, the size guide before ordering.
We make reasonable efforts to ensure that product descriptions and images are accurate.
However, slight differences in colors or appearance may occur due to screen settings, lighting, manufacturing variations or other technical factors.
Such differences do not affect the customer’s statutory rights if the product is defective or does not conform to the contract.
4. PRODUCT AVAILABILITY
Products are offered subject to availability.
If a product becomes unavailable after an order has been placed, PetzJoy will inform the customer as soon as reasonably possible.
Where necessary, the affected product or order will be cancelled and any amount paid for the unavailable item will be refunded.
PetzJoy may modify its product range at any time without affecting orders that have already been confirmed.
5. PRICES
Product prices are displayed on petzjoy.fr in the currency applicable to the customer’s market.
Prices shown to consumers include applicable taxes where required by law.
Any shipping charges or other applicable costs collected by PetzJoy will be clearly displayed before the customer confirms the order.
The final total amount payable is shown at checkout before payment.
PetzJoy may change prices at any time.
However, products will be charged at the price displayed and accepted when the customer places the order, except in the case of an obvious pricing or technical error.
6. ORDERS
To place an order, the customer must:
- select the desired product and variant;
- add the product to the cart;
- provide the information required for delivery and payment;
- review the order;
- accept the applicable contractual terms;
- complete payment.
The customer is responsible for checking the accuracy of all information provided before submitting the order.
After the order is placed, an order confirmation will be sent to the email address provided by the customer.
PetzJoy reserves the right to refuse or cancel an order where reasonably justified, including in cases of:
- suspected fraud;
- unauthorized payment;
- obvious pricing or technical error;
- product unavailability;
- incomplete or incorrect customer information;
- legal or regulatory restrictions.
If PetzJoy cancels a paid order, any amount due to the customer will be refunded.
7. PAYMENT
Available payment methods are displayed during checkout.
Payment may include credit or debit cards and other payment methods supported by Shopify Payments or other authorized payment providers.
The customer confirms that they are authorized to use the selected payment method.
Payment information is processed through secure payment providers.
PetzJoy does not directly store full payment card details.
The order may not be processed until payment has been successfully authorized.
8. SHIPPING
PetzJoy ships to the destinations made available through our active shipping markets.
Available shipping methods, shipping charges and estimated delivery times are displayed during checkout where applicable.
Orders containing multiple products may be delivered in separate packages and on different dates.
Additional information is available in our Shipping Policy.
9. DELIVERY
PetzJoy will deliver the order within the delivery period communicated to the customer when the order is placed.
Delivery estimates may vary depending on the destination, carrier, customs procedures, product availability and other circumstances.
Where no specific delivery date or period has been communicated, delivery will take place without undue delay and, where French consumer law applies, no later than 30 days after the contract is concluded unless otherwise agreed.
If a significant delivery delay occurs, the customer should contact:
contactsupport@petzjoy.fr
The customer’s statutory rights regarding delayed or failed delivery remain unaffected.
10. SHIPPING ADDRESS
Customers must provide a complete and accurate shipping address.
If the customer notices an error after placing an order, they must contact PetzJoy as soon as possible at:
contactsupport@petzjoy.fr
We will attempt to correct the address before shipment, but changes cannot be guaranteed once the order has been processed or dispatched.
This does not affect PetzJoy’s legal obligations regarding delivery.
11. RIGHT OF WITHDRAWAL — EUROPEAN UNION
Consumers in the European Union have a statutory right to withdraw from eligible distance purchases without giving a reason.
For the sale of goods, the withdrawal period expires 14 days after the consumer, or a third party designated by the consumer other than the carrier, receives the goods.
If several products from the same order are delivered separately, the 14-day period begins when the final product is received.
To exercise the right of withdrawal, the customer may contact:
contactsupport@petzjoy.fr
or use the electronic return or cancellation function made available through PetzJoy where applicable.
After notifying PetzJoy of the withdrawal, the customer must return the goods within 14 days unless PetzJoy confirms that no physical return is required.
The direct cost of returning the goods is borne by the customer unless PetzJoy agrees to cover it or applicable law requires otherwise.
Statutory exceptions to the right of withdrawal may apply to certain products.
12. RETURNS
PetzJoy operates a 14-day return policy.
Customers must contact PetzJoy before sending a product back.
Once a return request has been received, PetzJoy will provide the appropriate return instructions and, where a physical return is required, the relevant return address.
Depending on the circumstances, PetzJoy may issue a refund without requiring the product to be physically returned.
Products should be returned with their accessories and components.
A customer may inspect a product to the extent reasonably necessary to establish its nature, characteristics and suitability.
Where permitted by law, a reduction in the refund may be applied if the product has lost value because it was handled beyond what was reasonably necessary.
Full details are available in our Return & Refund Policy.
13. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Customers should inspect their order after delivery.
If a product is damaged, defective, incorrect or does not conform to the order, the customer should contact PetzJoy as soon as possible at:
contactsupport@petzjoy.fr
Please provide:
- the order number;
- a description of the issue;
- photographs where relevant.
PetzJoy will review the situation and provide an appropriate solution in accordance with applicable law.
Where PetzJoy is legally responsible for a non-conforming product, the customer will not be required to bear costs that the seller is legally required to cover.
14. REFUNDS
Where a refund is due, it will generally be issued using the original payment method unless another method is expressly agreed and legally permitted.
For consumers exercising an EU statutory right of withdrawal, PetzJoy will refund the amounts due within 14 days after being informed of the customer’s decision to withdraw.
For sales of goods, where permitted by law, PetzJoy may withhold the refund until the returned goods have been received or the customer provides proof that the goods have been sent back, whichever occurs first.
Where legally required, the refund includes the cost of the least expensive standard delivery option originally offered.
Additional costs resulting from the customer voluntarily choosing a more expensive delivery method are not required to be refunded.
Banks and payment providers may require additional time to display the refund after PetzJoy has processed it.
15. EXCHANGES
If a customer requires another size or product, they should contact:
contactsupport@petzjoy.fr
In most cases, the customer will be asked to initiate a return for the original item and place a new order for the desired replacement.
This does not affect any statutory right to repair or replacement relating to a non-conforming product.
16. ORDER CANCELLATIONS
Customers may request cancellation before an order has been processed or shipped.
Once an order has entered processing or has been shipped, operational cancellation may no longer be possible.
This does not limit any statutory right of withdrawal available to the customer under applicable consumer law.
17. LEGAL GUARANTEE OF CONFORMITY
Where French consumer law applies, PetzJoy is responsible for defects of conformity that appear within two years from delivery of the product.
The legal guarantee of conformity is provided without additional charge.
Where the legal conditions are met, the consumer may request that the product be brought into conformity through repair or replacement.
The product must be brought into conformity within a reasonable period that cannot exceed 30 days following the consumer’s request and without significant inconvenience to the consumer.
Where the legal conditions are met, the consumer may also be entitled to an appropriate price reduction or termination of the contract.
These statutory rights apply independently of any commercial guarantee that may otherwise be offered by PetzJoy.
18. GUARANTEE AGAINST HIDDEN DEFECTS
Where applicable, customers also benefit from the legal guarantee against hidden defects under Articles 1641 to 1649 of the French Civil Code.
A hidden defect is a defect that makes the product unsuitable for its intended use or reduces its use to such an extent that the customer would not have purchased it, or would have paid a lower price, had they known about the defect.
Where the legal requirements are met, the customer may choose the remedies provided by applicable law.
Under French law, an action based on hidden defects must generally be brought within two years from discovery of the defect.
19. CUSTOMER SERVICE AND COMPLAINTS
For questions, complaints, returns, delivery problems or after-sales support, customers can contact:
PetzJoy
Email: contactsupport@petzjoy.fr
Telephone: +33 7 81 30 31 73
Postal address:
81 Avenue Edmond Rostand
91420 Morangis
France
Please include the order number where applicable so that we can process the request efficiently.
20. CONSUMER MEDIATION
In the event of a dispute, the customer should first contact PetzJoy in writing in an attempt to resolve the matter directly.
Email:
contactsupport@petzjoy.fr
If the dispute cannot be resolved following a prior written complaint, an eligible consumer may use the consumer mediation service designated by PetzJoy free of charge.
Consumer mediator:
[NAME OF APPROVED CONSUMER MEDIATOR]
Address:
[MEDIATOR ADDRESS]
Website:
[MEDIATOR WEBSITE]
The consumer mediator may be contacted in accordance with its applicable rules and eligibility requirements.
21. PERSONAL DATA
Personal information collected in connection with an order is processed in accordance with the PetzJoy Privacy Policy and applicable data protection legislation.
The Privacy Policy is available on petzjoy.fr.
22. INTELLECTUAL PROPERTY
The PetzJoy website and its protected content may not be reproduced, copied, distributed or commercially exploited without authorization from the relevant rights holder.
Third-party trademarks and content remain the property of their respective owners.
23. LIABILITY
PetzJoy remains responsible for the proper performance of its contractual obligations to the extent required by applicable law.
Nothing in these General Terms and Conditions of Sale excludes or limits liability where such limitation is prohibited by law.
PetzJoy cannot be held responsible for failure to perform where the failure results from circumstances recognized by applicable law as releasing the seller from liability, including qualifying events of force majeure.
24. FORCE MAJEURE
Neither party will be liable for a failure or delay in performing an obligation where such failure results from an event qualifying as force majeure under applicable law.
Mandatory consumer rights remain unaffected.
25. GOVERNING LAW
These General Terms and Conditions of Sale are governed by French law.
For consumers residing outside France, this choice of law does not deprive them of mandatory consumer protections provided by the law that would otherwise apply in their country of residence.
Any dispute will be handled by the competent courts determined in accordance with applicable law.
Before initiating formal proceedings, customers are encouraged to contact PetzJoy so that an amicable solution may be sought.
26. CHANGES TO THESE CONDITIONS
PetzJoy may update these General Terms and Conditions of Sale when necessary.
The version applicable to an order is the version available and accepted at the time the order is placed.
Changes made after an order has been confirmed do not retroactively alter the contractual conditions applicable to that order.
27. CONTACT
For any question relating to an order or these General Terms and Conditions of Sale:
PetzJoy
Operated by Yanis BOUACHE
Email:
contactsupport@petzjoy.fr
Telephone:
+33 7 81 30 31 73
Address:
61 rue de Lyon 75012 Paris
SIREN: [TO BE COMPLETED]
SIRET: [TO BE COMPLETED]
RNE / RCS registration: [TO BE COMPLETED]
EU VAT number: [TO BE COMPLETED IF APPLICABLE]
Website:
https://petzjoy.fr