Terms of service

Last updated: November 3, 2026

1. General

1.1. These Terms of Service set out the rules for using the online store at kittypouches.com and for placing orders through it.

1.2. The store is operated by: Kitty Pouches (kittypouches.com), email: contact@kittypouches.com.

1.3. Kitty Pouches works as a distributor: we offer products supplied by external suppliers, without keeping them in our own warehouse.

1.4. Products are shipped directly to you from our suppliers' warehouses abroad. When you place an order, you may become the importer of the goods and be responsible for customs formalities and import taxes under applicable law, unless VAT is collected in the product price under the EU IOSS (Import One Stop Shop) scheme. We do not file customs declarations or act as your representative.

1.5. Information on whether the price includes VAT collected via IOSS, or whether you are responsible for VAT and any customs fees, is shown before you place your order in a visible place (e.g. in the cart or at checkout).

1.6. We work with suppliers and logistics partners abroad to fulfil orders.

1.7. We may restrict the availability of our offer for certain customers or regions. You will be informed about this before placing an order.

2. Order fulfilment

2.1. Products in our store are offered in cooperation with suppliers abroad.

2.2. After you place your order and pay in full, we pass the order to the supplier, who prepares the product and ships it directly to you. Orders not paid within 3 business days may be cancelled.

2.3. We process your order within up to 7 business days, counting from the day after your payment is received. The final delivery time depends on the supplier and your location and may be 4 to 45 business days, which you accept when placing your order.

2.4. We are not responsible for delivery delays caused by circumstances beyond our control, such as the actions of suppliers or logistics partners, transport delays, customs checks, force majeure or an incorrect address provided by you.

2.5. If delivery is delayed by more than 45 business days from the date the order was passed to the supplier, you may cancel the order and receive a refund, provided you request it in writing at contact@kittypouches.com within 7 days after that period ends.

3. Purchasing products

3.1. By placing an order, you enter into a sales contract with Kitty Pouches on the terms set out in these Terms of Service.

3.2. We may refuse to fulfil an order in the event of technical errors on the website, errors in product descriptions or prices, product unavailability at the supplier, or a suspected breach of these terms.

3.3. Prices include VAT where the supplier uses the IOSS scheme. Otherwise, prices do not include VAT or customs fees, which are your responsibility as the importer. This information is clearly shown before you place your order.

3.4. We may change product prices without prior notice. Price changes do not apply to orders that have already been placed and paid.

4. Our responsibility

4.1. We make every effort to ensure that product information is accurate and up to date.

4.2. We are not responsible for changes in product availability after you place an order that result from the actions of suppliers.

4.3. We are not responsible for delivery delays caused by the supplier, the logistics operator or the customer.

4.4. We support you in the complaint process in accordance with applicable law, including the EU General Product Safety Regulation (GPSR).

5. Customer data and privacy

5.1. We process customers' personal data only to fulfil orders and in accordance with applicable data protection law (GDPR).

5.2. To fulfil your order, your data may be shared with our partners, such as suppliers, logistics partners and payment providers.

5.3. Details are available in our Privacy Policy.

6. Product safety (GPSR)

6.1. If a product turns out to pose a safety risk, we will withdraw it from sale and notify customers by email about the return procedure – see our Refund Policy.

6.2. Please send product safety reports to contact@kittypouches.com. We aim to respond within 24 hours and act in line with the GPSR.

6.3. Please follow the product instructions to make sure you use the product safely.

7. Complaints and returns

7.1. If you receive a defective product, you can file a complaint under the statutory warranty that applies to your purchase.

7.2. Please report the defect as soon as you notice it, and no later than 2 years after delivery, in writing at contact@kittypouches.com.

7.3. Your complaint should include your order number, a description of the defect, your contact details and photos of the defect (if applicable). The cost of sending the product back is paid by you, unless we decide otherwise or applicable law requires us to cover it.

7.4. We review complaints within 14 business days of receiving a complete report. If we need to contact the supplier, this may take up to 30 business days – we will let you know.

7.5. If you are a consumer, you may cancel your purchase within 30 days of receiving it, without giving a reason. The procedure is described in our Refund Policy.

8. Final provisions

8.1. We may change these Terms of Service at any time. The current version is always available on our website, and changes do not affect orders placed before they take effect.

8.2. By placing an order, you accept these Terms of Service.

8.3. Any disputes arising from sales contracts will be settled by the court competent for the Store's registered office, unless the law provides otherwise. Nothing in these terms limits your statutory rights as a consumer.