Terms of Service
Last updated: September 4, 2026
1. Seller identification
Owner: Pawsitive Calm
Contact: hello@pawsitivecalm.com / support@pawsitivecalm.com
2. Scope
These terms govern all purchases made on pawsitivecalm.com by customers in the EU, the UK, the US, Canada, Australia, and other countries we ship to. By placing an order, you accept these terms in full.
3. Products and prices
Product descriptions and images are provided in good faith and are as accurate as possible; minor variations in color or packaging may occur. Prices are shown in your local currency where available. For EU orders, prices include applicable IVA/VAT. For UK orders, applicable UK VAT is charged at checkout in line with UK low-value import rules. For Canadian orders, applicable GST/HST (and provincial sales tax where relevant) may be charged at checkout or collected on delivery depending on order value and carrier. For Australian orders, GST is generally collected at checkout for low-value imported goods under Australia's GST-on-low-value-imports rules; orders above the relevant threshold may instead incur duties or GST collected on delivery. For US and other non-EU/UK/Canada/Australia orders, local import duties or taxes may apply separately and are not included in the displayed price unless stated otherwise at checkout (see Section 5). We reserve the right to correct pricing errors before an order is confirmed.
4. Orders and payment
Orders are confirmed once payment is successfully processed. We reserve the right to cancel or refuse an order in cases of suspected fraud, pricing error, or stock unavailability, in which case you will be notified and refunded in full.
5. Shipping and customs
Orders are fulfilled by our third-party suppliers and shipped directly to you; items from different suppliers may arrive in separate packages. Estimated delivery times are shown on the product page and at checkout, and vary by product and destination country. For shipments to the United States, please note that low-value import duty exemptions no longer apply, so customs duties or fees may be charged on delivery unless collected at checkout; these charges are the customer's responsibility unless we state otherwise. Similar customs and tax considerations can apply to shipments to Canada and Australia depending on order value. See our Shipping Policy for full details.
6. Right of withdrawal / returns
Statutory minimums vary by where you live:
- EU customers: a statutory right to withdraw within 14 calendar days of receiving your order, without giving a reason, under EU Directive 2011/83/EU and Spanish law.
- UK customers: an equivalent statutory 14-day right to cancel under the UK Consumer Contracts Regulations 2013.
- Canada: general consumer protection is provincial, and most provinces do not grant a statutory change-of-mind return right for standard online retail purchases.
- Australia: Australian Consumer Law does not require a change-of-mind return right; it guarantees remedies for faulty, not-as-described, or unfit-for-purpose goods instead (see Section 7).
- US and other jurisdictions: no general statutory change-of-mind return right.
Our actual policy, applied the same way everywhere: regardless of the legal minimum where you live, Pawsitive Calm offers every customer, in every market we ship to, a voluntary 30-day return window from delivery. This exceeds every statutory floor listed above.
To exercise a return, contact support@pawsitivecalm.com before the 30-day deadline. You are responsible for return shipping costs unless the item is defective or was sent in error. Refunds are issued within 14 days of us receiving the returned item. Exceptions apply to sealed goods not suitable for return for hygiene reasons once unsealed.
7. Product guarantee
EU/Spain: products carry the legal guarantee of conformity for 3 years from delivery under Royal Legislative Decree 1/2007 and its amendments.
UK: goods must be of satisfactory quality under the Consumer Rights Act 2015, with a short-term right to reject within 30 days and repair/replacement/refund rights thereafter.
US: products are covered by the implied warranty of merchantability under applicable state law (Uniform Commercial Code). We're happy to resolve quality issues directly — contact support@pawsitivecalm.com.
Canada: products are covered by implied warranties of merchantability and fitness for purpose under provincial sale-of-goods and consumer protection legislation, which varies by province (e.g. Ontario's Consumer Protection Act, Quebec's Consumer Protection Act). Contact support@pawsitivecalm.com to resolve any quality issue.
Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
8. Complaints and dispute resolution
Contact support@pawsitivecalm.com first for any complaint. EU consumers may also use the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr (not available outside the EU). UK customers may contact Trading Standards or an approved ADR provider. Canadian customers may contact their provincial consumer protection office. Australian customers may contact the Australian Competition and Consumer Commission (ACCC), their state or territory fair trading office, or an approved external dispute resolution scheme.
9. Liability
We are not liable for indirect or consequential damages arising from the use of our products, except where such liability cannot be excluded under applicable law. Nothing in these terms limits your statutory rights as a consumer under the mandatory laws of your country of residence.
10. Governing law
These terms are governed by Spanish law, without prejudice to any mandatory consumer protections you're entitled to under the law of your own country of residence (EU, UK, Canada, Australia, or otherwise).
11. Contact
hello@pawsitivecalm.com / support@pawsitivecalm.com