Terms & Conditions

These Terms & Conditions (the “Terms”) govern your use of this website and your purchases from Truelove Pets Malta (the “Store”, “we”, “us”). By accessing our website or placing an order, you agree to these Terms.

1. About the Store

We sell premium pet accessories and related products to customers in Malta (and where applicable, other destinations). Product availability, pricing, and delivery options may change at any time.

2. Eligibility

You must be at least 18 years old (or the age of majority in your jurisdiction) to place an order. If you are placing an order on behalf of a business, you confirm you have authority to bind that business.

3. Orders

When you place an order, you are making an offer to purchase the products in your cart. An order is only accepted once payment is confirmed and we have issued an order confirmation. We may refuse or cancel an order (for example, due to suspected fraud, stock issues, pricing errors, or delivery limitations).

4. Pricing & Payments

Prices are shown in EUR unless otherwise stated. Prices may exclude shipping costs, which will be displayed at checkout. We process payments securely through our payment provider. You agree to provide accurate billing and delivery information.

5. Delivery

Delivery times are estimates and not guaranteed. Risk of loss passes to you upon delivery to the address you provide. If a delivery fails due to incorrect address details or failure to accept delivery, additional delivery costs may apply.

6. Returns & Refunds (30-Day Returns)

You may request a return within 30 days from the date you receive your order, subject to the conditions below. To request a return, contact us with your order number and the items you wish to return.

Return conditions

• The product must be returned in a clean, unused condition with original packaging where applicable.
• Any tags, labels, tamper seals, or “T&A” labels attached to the product must not be removed. If these are removed, altered, or damaged, the return will not be accepted.
• Items returned with excessive pet hair, odour, stains, chewing marks, or other signs of use will not be accepted.
• For hygiene and safety, we may refuse returns for certain items if they have been opened or used.

Refunds

If your return is accepted, we will process your refund to the original payment method. Shipping fees are non-refundable unless the return is due to our error or a defective item. Refund processing times depend on your payment provider.

Exchanges

If you need a different size or colour, contact us first. Exchanges depend on stock availability and the return meeting the conditions above.

7. Defective or Incorrect Items

If an item arrives defective or we sent the wrong item, contact us as soon as possible with photos and your order number. We will work with you to arrange a replacement, exchange, or refund as appropriate.

8. Product Information

We aim to display product images and descriptions accurately, but colours may vary by device and minor product variations may occur. Pet products should always be used under supervision and according to the product instructions.

9. Promotions & Discounts

Promotions, discount codes, and offers may have additional terms (including start/end dates, minimum spend, or exclusions). Unless stated otherwise, discounts cannot be combined.

10. Limitation of Liability

To the maximum extent permitted by law, we will not be liable for indirect, incidental, special, or consequential damages. Our total liability for any claim related to an order will not exceed the amount you paid for the relevant products. Nothing in these Terms limits rights or liability that cannot be excluded under applicable law.

11. Changes to These Terms

We may update these Terms from time to time. The “Last updated” date will reflect the latest version. Continued use of the website after changes means you accept the updated Terms.

12. Governing Law

These Terms are governed by the laws of Malta. Where required, disputes will be subject to the jurisdiction of the competent courts of Malta.

13. Contact

If you have questions about these Terms, contact us at hello@truelove-pets.com.