General Terms and Conditions of Sale (GTCS)

1. Scope – Acceptance – Identity of the Seller

These General Terms and Conditions of Sale (hereinafter "GTCS") govern all contractual relationships between the seller and any natural or legal person making a purchase through the website (hereinafter "the Client").

Any order placed on the site implies the full, unconditional acceptance of these GTCS by the Client. These GTCS take precedence over any other conditions, unless there is a prior written agreement from the seller.

The site is operated by:

• Trade name: NekoZoo

• Operator: Detongre Mathis

• Legal form: independent complementary

• Head office address: Rue Louis Taburiaux 24 bte2

• Company number (BCE): 1032.716.141

• VAT number: BE 1032.716.141"Small business subject to the tax exemption regime. VAT not applicable.

• Contact email: info@nekozoo.com

The seller reserves the right to modify these GTCS at any time. The applicable GTCS are those in effect at the time of the order.

2. Products – Information – Availability

The products offered for sale are accessories and items intended for animals. Each product is described as accurately as possible. Photographs, illustrations, and visuals are provided for informational purposes only and have no contractual value.

Products may be manufactured by third parties. When required by law, the manufacturer is indicated on the product sheet or packaging.

Product offers are valid within the limits of available stock. In case of unavailability after placing an order, the Customer will be informed as soon as possible. The Customer can then choose between a refund or a modification of the order. No additional compensation can be claimed.

3. Order – Conclusion of the contract – Limitations

The ordering process includes several steps allowing the Customer to verify the details of their order and correct any potential errors before final validation.

The order is considered firm and final after payment confirmation. The seller reserves the right to refuse or cancel any order in case of prior dispute, suspicion of fraud, non-payment, or abusive use of the site.

The products are intended for strictly personal use. Any unauthorized resale, distribution, or commercial use is prohibited.

4. Prices – Payment – Credits

Prices are indicated in euros (€), including or excluding VAT depending on the applicable regime, excluding delivery charges. The seller reserves the right to change prices at any time.

Payment is due immediately upon ordering. Accepted payment methods are those offered on the site. Transactions are secure, and the seller does not retain any banking data.

Any issued credits are non-refundable and non-transferable, unless otherwise provided by law.

5. Delivery – Deadlines – Transfer of risks

Products are delivered to the delivery address provided by the Customer at the time of ordering.

Deadlines:Delivery times are provided for informational purposes only. However, the seller commits to delivering the products within a maximum period of 30 days from the confirmation of the order. In case of exceeding this deadline (except in cases of force majeure), the Customer may request the cancellation of the sale and obtain a full refund.

Risks:In accordance with the law, the transfer of risks of loss or damage to the products occurs only at the moment when the Customer (or a third party designated by them other than the carrier)physically takes possessionof the products. If the package arrives damaged, it is advisable for the Customer to refuse it or to make clear reservations on the delivery note and to inform the seller promptly.

Additional delivery information:

Orders are generally prepared and dispatched within 3 to 7 business days following order confirmation. Estimated delivery times are as follows: 3–5 business days for pickup point delivery and 2–4 business days for home delivery. These timeframes are provided for information purposes only and may vary depending on carrier performance, destination, periods of high demand, or circumstances beyond the seller’s control.

6. Right of withdrawal – Returns – Refunds

Right of withdrawal:In accordance with current legislation, the Customer (consumer) has a period of14 calendar daysfrom the receipt of the product to exercise their right of withdrawal without having to justify reasons or pay a penalty.

Return procedure:To exercise this right, the Customer must notify their decision to withdraw to the seller before the expiration of the period (by email to info@nekozoo.com or via the standard withdrawal form available upon request). Once the decision is communicated, the Customer has an additional 14 days to return the goods.

Costs and condition of the products:Return shipping costs are the sole responsibility of the Customer. Products must be returned in their original condition (unused, clean, complete). The Customer's liability is only engaged with respect to the depreciation of goods resulting from handling other than that necessary to establish the nature, characteristics, and proper functioning of these goods.

Exceptions:The right of withdrawal cannot be exercised for sealed products that cannot be returned for health or hygiene reasons and that have been unsealed by the Customer after delivery (e.g., opened snacks, opened care products).

Refund:In the case of a valid withdrawal, the seller will refund all payments received, including initial shipping costs (based on the standard rate), within 14 days following the recovery of the goods or proof of their shipment.

7. Warranties – Liability – Use of products

The products benefit from the legal guarantees of conformity and against hidden defects provided by the Belgian Economic Law Code.

The seller's liability is strictly limited to the amount of the relevant order. The seller cannot be held responsible for indirect damages, loss of profits, loss of data, or intangible harm.

The products are intended for normal and compliant use. The Customer remains solely responsible for the use of the products, the supervision of their animal, and compliance with safety instructions.

8. Personal data – Applicable law – Disputes

Personal data is processed in accordance with the General Data Protection Regulation (GDPR). The Customer has the right to access, rectify, and delete their data.

These General Terms and Conditions are subject to Belgian law. In the event of a dispute, the competent courts of the district where the seller's headquarters are located shall have exclusive jurisdiction, unless otherwise provided by mandatory legal provisions.

If one or more clauses of these General Terms and Conditions are declared null or unenforceable, the other provisions shall retain their full force and scope.