Terms and Conditions – Dog with a Mission B.V.

Article 1 – Definitions
In these terms and conditions, the following definitions apply:
1. Cooling-off period: the period within which the consumer may exercise their right of withdrawal;
2. Consumer: the natural person who does not act in the course of a profession or business and enters into a distance contract with the trader;
3. Day: calendar day;
4. Durable medium: any means that enables the consumer or trader to store information addressed personally to them in a way that allows future reference and unchanged reproduction;
5. Right of withdrawal: the consumer's right to withdraw from the distance contract within the cooling-off period;
6. Trader: the natural or legal person who offers products and/or services remotely to consumers;
7. Distance contract: a contract concluded within the framework of an organised system for distance selling, using one or more means of distance communication up to and including the conclusion of the contract;
8. Means of distance communication: any means that can be used to conclude a contract without the consumer and trader being simultaneously present in the same location.

Article 2 – Identity of the Trader
Dog with a Mission B.V.
Berenkoog 41
1822 BH Alkmaar
The Netherlands

Phone: +31 (0)72 241 00 01
Availability: Monday to Friday, 9:00 AM – 5:00 PM CET
Email: customercare@dogwithamission.com
Website: www.dogwithamission.com
Chamber of Commerce number: 83211756
VAT number: NL862772163B01

Article 3 – Applicability
1. These terms and conditions apply to every offer made by the trader and to every distance contract concluded between the trader and the consumer.
2. Before the distance contract is concluded, the consumer is provided with these terms and conditions. If this is not reasonably possible, the trader will indicate that the terms are available on request, free of charge.
3. If the contract is concluded electronically, the terms and conditions are made available in a way that allows the consumer to store them on a durable medium.
4. If additional product- or service-specific terms apply alongside these terms, the consumer may rely on the provision most favourable to them in the event of a conflict.

Article 4 – The Offer
1. If an offer has a limited validity period or is subject to conditions, this will be explicitly stated.
2. The offer contains a complete and accurate description of the products offered. Images are a truthful representation of the products. Obvious errors or mistakes in the offer are not binding on the trader.
3. Each offer contains sufficient information for the consumer to understand their rights and obligations, including the price inclusive of VAT, delivery costs, payment and delivery methods, and whether the right of withdrawal applies.

Article 5 – The Contract
1. The contract is concluded when the consumer accepts the offer and fulfils the associated conditions.
2. If the consumer accepts the offer electronically, the trader promptly confirms receipt of the acceptance electronically.
3. The trader implements appropriate technical and organisational measures to secure electronic data transmission and maintains a safe web environment.
4. The trader provides the consumer with information on the right of withdrawal, warranty, and after-sales service together with the product.

Article 6 – Right of Withdrawal
1. The consumer has the right to withdraw from the contract without giving reasons within a cooling-off period of fourteen (14) days. This period begins on the day after the consumer receives the product.
2. During the cooling-off period, the consumer handles the product and its packaging with care, unpacking or using it only to the extent necessary to assess whether they wish to keep it.
3. To exercise the right of withdrawal, the consumer notifies the trader within the cooling-off period via customercare@dogwithamission.com. After notification, the consumer has fourteen (14) days to return the product.
4. The trader refunds the purchase price including standard delivery costs within fourteen (14) calendar days of receiving the return notification, provided the product has been received or proof of return has been provided.

Article 7 – Costs of Withdrawal
1. The costs of returning the product are borne by the consumer, unless otherwise agreed.
2. If the consumer has used the product beyond what is necessary to assess its nature, characteristics, and functioning, the trader may charge for any resulting diminished value.

Article 8 – Exclusion of the Right of Withdrawal
The right of withdrawal is excluded for products:
a. made to the consumer's specifications or clearly personalised;
b. that cannot be returned by their nature;
c. that can deteriorate or expire rapidly.

Article 9 – Price
1. Prices are not increased during the stated validity period, except for changes in VAT rates.
2. Price increases within three months of the conclusion of the contract are only permitted if they result from statutory regulations.
3. Price increases after three months are only permitted if the consumer has the right to terminate the contract.
4. All prices are inclusive of VAT.

Article 10 – Use & Warranty
10.1 The trader warrants that the products conform to the contract, the stated specifications, and reasonable requirements of quality and usability, in accordance with applicable laws and regulations.

10.2 Our products are made with care and designed for everyday use. We provide a commercial warranty of twelve (12) months from the date of delivery on hardware and manufacturing defects — such as clasps, buckles, and rings. Under normal conditions of use, these components should not fail.

10.3 Our products are functional items for dogs. Damage resulting from normal use is not covered by the warranty. This includes in particular:
– scratches or wear on (leather) straps;
– damage to fabric or woven materials;
– detachment of threads or beads;
– damage caused by pulling, biting, or snagging;
– discolouration or wear from leash use.

10.4 Leather is a natural material and may discolour or dry out due to exposure to water (including salt water), sunlight, or intensive use. This is not considered a manufacturing defect. Regular treatment with leather conditioner helps maintain the product's appearance and longevity.

10.5 Warranty claims must be submitted in writing within seven (7) days of discovering the defect, via customercare@dogwithamission.com, including a description and photographs of the defect. Dog with a Mission reserves the right to request the product for inspection. Shipping costs are only reimbursed if the defect falls within the scope of the warranty.

10.6 The warranty does not apply if:
– the consumer has made modifications to the product;
– the defect is the result of improper or negligent use, intent, or gross negligence;
– Dog with a Mission was not given timely opportunity to investigate the defect.

10.7 This commercial warranty does not affect the consumer's statutory rights under applicable consumer protection legislation.

Article 11 – Liability
1. The liability of Dog with a Mission is limited to the warranty provided under Article 10.
2. Dog with a Mission is not liable for changes in the health of the dog resulting from improper use of the products. If you have concerns about your dog's health or condition, please consult a veterinarian.
3. In all other cases, the liability of Dog with a Mission is limited to the purchase amount as stated on the invoice.
4. Dog with a Mission is not liable for damage to or loss of products during transit, unless attributable to the trader.

Article 12 – Delivery and Performance
1. The trader exercises the utmost care in receiving and fulfilling orders.
2. The delivery address is the address provided by the consumer to the trader.
3. Accepted orders are fulfilled promptly, and no later than ten (10) working days, unless a longer delivery period has been agreed. In the event of delay or inability to fulfil the order, the consumer is notified within five (5) days of placing the order and has the right to cancel the contract free of charge.
4. In the event of cancellation, the trader refunds the amount paid within fourteen (14) days.
5. The risk of damage and/or loss of products rests with the trader until delivery to the consumer.

Article 13 – Ongoing Contracts
1. The consumer may terminate an open-ended contract at any time with a notice period of no more than one month.
2. A fixed-term contract may be terminated at the end of the term with a notice period of no more than one month.
3. A fixed-term contract may not be tacitly renewed for a fixed period unless the consumer can terminate it at any time with a notice period of no more than one month.
4. If a contract has a duration of more than one year, the consumer may terminate it after one year at any time with a notice period of no more than one month.

Article 14 – Payment
1. Payment is made at the time of placing the order, unless otherwise agreed.
2. A prepayment of more than 50% may never be required.
3. The consumer is obliged to report any inaccuracies in payment details without delay.
4. In the event of non-payment, the trader is entitled to charge reasonable collection costs within the limits set by law.

Article 15 – Applicable Law and Jurisdiction
1. All contracts between the trader and the consumer are governed exclusively by Dutch law.
2. Disputes will be submitted to the competent court in Alkmaar, unless mandatory law provides otherwise.

Article 16 – Logos and Trademarks
1. The trademarks and logos of Dog with a Mission are registered marks for the Benelux and/or worldwide and are protected by trademark law.
2. Any use without prior written consent of the trademark holder constitutes trademark infringement.

Article 17 – Complaints Procedure
1. Dog with a Mission operates a complaints procedure and handles complaints accordingly.
2. Complaints about the performance of the contract must be submitted fully and clearly described within a reasonable time via customercare@dogwithamission.com.
3. Complaints are answered within fourteen (14) days of receipt. If a complaint requires a longer processing time, the consumer receives an acknowledgement within fourteen (14) days with an indication of when a full response can be expected.
4. If a complaint cannot be resolved by mutual agreement, the consumer may contact WebwinkelKeur (webwinkelkeur.nl) for free mediation. If this does not lead to a resolution, the consumer may submit the complaint to the independent disputes committee of WebwinkelKeur, whose ruling is binding on both parties.
5. Complaints may also be submitted via the European ODR platform: http://ec.europa.eu/odr.
6. If a complaint is found to be justified, Dog with a Mission will, at its discretion, replace or repair the product free of charge, or refund the purchase price.

Article 18 – Privacy
Dog with a Mission processes personal data in accordance with the General Data Protection Regulation (GDPR). For more information on how we handle your personal data, please refer to our privacy policy at www.dogwithamission.com/privacy.

Article 19 – Additional or Deviating Provisions
Additional or deviating provisions may not be to the detriment of the consumer and must be recorded in writing or in a format accessible to the consumer on a durable medium.

Declaration of Conformity and Technical Documentation (GPSR)
Dog with a Mission takes product safety very seriously and complies with the General Product Safety Regulation (GPSR). We declare that all our products meet the general safety requirements set out in the GPSR. For each product, we maintain a technical file containing a general description and the characteristics relevant to the safety assessment. This documentation is retained for a minimum of ten (10) years and is available to supervisory authorities upon request. Consumers can submit complaints and safety reports via customercare@dogwithamission.com.