Terms and Conditions

These Terms and Conditions govern purchases made through Pawreluna.com and form an agreement between the customer and the operator of the website.

Pawreluna is owned and operated by Chaozhou Yuanlin Trading Co., Ltd.

By accessing Pawreluna.com, submitting an order, or purchasing a product through the website, you acknowledge that you have read and agree to these Terms and Conditions and the policies incorporated into them.

If you do not agree with these Terms, please do not place an order through the website.

1. Scope of These Terms

These Terms and Conditions apply to:

• Products displayed or sold through Pawreluna.com;

• Orders submitted through Pawreluna.com;

• Payments, shipping, delivery, returns, exchanges, cancellations, and refunds connected with those orders;

• Communications between Pawreluna and customers regarding purchases; and

• Other transaction-related services provided through the website.

Additional policies available on Pawreluna.com form part of these Terms, including our:

• Privacy Policy;

• Payment & Security Policy;

• Shipping Policy;

• Return & Refund Policy; and

• Any product-specific conditions clearly disclosed before purchase.

If a more specific policy addresses a particular transaction issue, that specific policy will generally control for that issue. Nothing in these Terms limits any mandatory consumer rights that cannot lawfully be excluded.

2. Website Operator

Pawreluna is the brand used for this online store.

The website is owned and operated by:

Chaozhou Yuanlin Trading Co., Ltd.

The company’s registered business address is:

No. 13-2, Daxiang Road, Baolong Village
Anbu Town, Chao'an District
Chaozhou, Guangdong, China

Customer support is available by email at service@pawreluna.com.

The registered business address is not a return warehouse. Customers must obtain return authorization and the correct return warehouse address before sending any merchandise.

3. Customer Eligibility

By using the website or placing an order, you confirm that:

• You have the legal capacity to enter into a purchase agreement;

• You are at least the age of legal majority in your place of residence, or you are using the website with the permission and supervision of a parent or legal guardian;

• The information you provide is accurate and complete;

• You are authorized to use the payment method submitted at checkout; and

• Your purchase and use of the products will comply with applicable law.

Products sold through Pawreluna.com are intended for lawful personal or household use unless we agree otherwise in writing.

4. Product Information

We make reasonable efforts to present product information accurately, including:

• Product names and descriptions;

• Images and visual representations;

• Materials and finishes;

• Dimensions and specifications;

• Colors and available variations;

• Care or assembly information;

• Prices; and

• Product availability.

However, minor variations may occur because of:

• Screen or device display settings;

• Photography and lighting conditions;

• Manufacturing tolerances;

• Natural material variations;

• Product updates;

• Packaging changes; or

• Differences between production batches.

Colors shown on a screen may not exactly match the physical product. Product images may include decorative items, pets, furniture, or room settings that are not included with the purchase unless expressly stated in the product description.

Please review the complete product description, dimensions, materials, and included components before placing an order.

5. Product Dimensions and Suitability

Customers are responsible for reviewing the listed product dimensions and determining whether a product is suitable for their pet, space, and intended use.

Before purchasing a pet bed or pet furniture product, consider factors such as:

• Your pet’s size and weight;

• Sleeping or resting habits;

• Chewing or scratching behavior;

• Mobility or health needs;

• The intended indoor or outdoor environment;

• Available floor or furniture space; and

• Any supervision or assembly requirements.

Product recommendations and descriptions are general information and are not veterinary or medical advice.

If you are uncertain whether a product is appropriate for a pet with a medical, mobility, allergy, or behavioral condition, consult an appropriate veterinary professional before use.

6. Safe and Intended Use

Products must be assembled, maintained, and used in accordance with any instructions supplied with the product.

Customers should:

• Inspect the product before first use;

• Confirm that all parts are correctly assembled and secure;

• Place the product on an appropriate and stable surface;

• Supervise pets where reasonably necessary;

• Regularly inspect the product for wear or damage;

• Follow applicable cleaning and care instructions; and

• Stop using the product if it becomes damaged or unsafe.

Damage caused by misuse, improper assembly, unauthorized alteration, failure to follow care instructions, accidents, excessive chewing, scratching, or other pet activity after delivery is not normally considered a manufacturing defect.

This section does not affect rights relating to products that were already damaged, defective, incorrect, incomplete, or materially different from their description when received.

7. Product Availability

All products and product variations are subject to availability.

Adding a product to a cart does not reserve that product. Inventory may change before checkout is completed or while an order is being reviewed.

If a product becomes unavailable after an order is submitted, we may:

• Contact you to discuss an available alternative;

• Remove the unavailable item and refund the applicable amount;

• Delay fulfillment with your agreement; or

• Cancel the affected order and issue a refund.

We will not substitute a materially different product without your agreement.

8. Prices and Currency

Product prices are displayed on the website and confirmed during checkout.

The currency applicable to an order will be shown before payment is submitted. Depending on the customer’s location and payment provider, a bank or card issuer may apply:

• Currency conversion;

• Foreign transaction fees;

• International payment fees; or

• Other provider-imposed charges.

Such charges are determined by the payment provider and are not controlled by Pawreluna.

We may change product prices at any time. A price change will not normally affect an order already accepted, except where there is an obvious pricing error or applicable law permits correction.

9. Taxes, Shipping Charges, and Import Costs

Applicable product charges, shipping fees, discounts, and order totals are displayed during checkout before the customer completes the purchase.

Shipping charges are calculated based on factors that may include the destination, products ordered, package size or weight, and available shipping method.

Where international shipping is offered, the recipient may also be responsible for customs duties, import taxes, brokerage fees, clearance charges, or other government-imposed fees unless checkout expressly states that those charges are included.

These external charges are not determined by Pawreluna.

10. Pricing and Information Errors

We make reasonable efforts to keep product, pricing, availability, shipping, and promotional information accurate.

Occasionally, information may contain:

• Typographical errors;

• Incorrect pricing;

• Inaccurate product details;

• Incorrect availability information;

• Incorrect promotional information; or

• Technical display errors.

If an error affects an order, we may contact you to explain the issue and provide an appropriate option. Depending on the circumstances, you may be asked to confirm the corrected order or cancel it.

If we cancel an affected order after payment has been charged, the applicable amount will be refunded to the original payment method.

11. Placing an Order

By submitting an order, you are making an offer to purchase the selected products under these Terms.

Before completing checkout, you are responsible for reviewing:

• The products and quantities in the order;

• Product variations, colors, and sizes;

• The delivery address;

• Billing information;

• Shipping method and cost;

• Discounts or promotional codes; and

• The final order total.

After an order is submitted, we will normally send an order confirmation to the email address provided at checkout.

The order confirmation acknowledges that we have received the order. It does not necessarily mean that the order has been finally accepted or dispatched.

12. Order Acceptance

An order is generally accepted when it has passed applicable payment, inventory, and order-verification checks and enters fulfillment or is confirmed for shipment.

We may reasonably refuse, limit, or cancel an order in circumstances involving:

• Payment failure or payment authorization problems;

• Suspected fraud or unauthorized activity;

• Incorrect or incomplete customer information;

• Inventory unavailability;

• An obvious pricing or product-information error;

• Unusual order quantities;

• Suspected unauthorized resale;

• Abuse of promotions or store systems;

• Shipping restrictions;

• Legal or regulatory restrictions; or

• Circumstances that make reliable fulfillment unavailable.

We will not refuse or cancel an order for an unlawful or discriminatory reason.

If we cancel an order after payment has been collected, we will initiate an applicable refund to the original payment method within 5 business days after the cancellation is confirmed. The payment provider may require an additional 5–10 business days to post the refund.

13. Order Quantity and Resale Restrictions

We may limit the quantity of products purchased in a single order, by one customer, by one household, or through a common payment or delivery account where reasonably necessary.

Products are intended for personal or household use unless otherwise agreed in writing.

Unauthorized commercial resale, bulk purchasing intended to bypass product limits, or purchasing through fraudulent or deceptive means is prohibited.

Customers interested in an authorized commercial arrangement should contact service@pawreluna.com before placing an order.

14. Payment Authorization

By submitting payment information, you confirm that:

• You are authorized to use the selected payment method;

• The payment and billing information is accurate;

• Sufficient funds or credit are available; and

• The payment does not violate applicable law.

Available payment methods are displayed at checkout.

Payments may be processed by third-party payment service providers. Those providers may conduct fraud screening, authorization, or security checks in accordance with their own terms and privacy practices.

An order may be delayed or canceled if payment cannot be authorized or if additional verification is reasonably required.

15. Payment Security

Pawreluna uses supported payment and checkout systems designed to protect transaction information.

Customers should never send complete card details, banking passwords, or other sensitive payment credentials by email.

If you believe an unauthorized transaction has occurred, contact your bank or payment provider promptly and notify us at service@pawreluna.com.

Additional payment information is provided in our Payment & Security Policy.

16. Order Processing

Orders are typically processed within 1–3 business days after payment confirmation.

Processing includes payment verification, order review, inventory allocation, packing, and shipment preparation.

Business days do not include weekends or public holidays. Processing may take longer during holidays, peak sales periods, unusually high order volume, verification reviews, or other unexpected operational circumstances.

If a significant issue prevents fulfillment, we will contact you using the email address associated with the order.

17. Shipping and Delivery

After dispatch, estimated delivery generally takes 7–15 business days.

Including processing time, the total estimated period from payment confirmation to delivery is approximately 8–18 business days:

• Order processing: 1–3 business days;

• Transit after dispatch: 7–15 business days; and

• Total estimated period: 8–18 business days.

These timeframes are estimates rather than guaranteed delivery dates.

Orders may be fulfilled from our own or partner facilities depending on inventory availability and the delivery destination. Products in the same order may be shipped separately and may arrive at different times.

Available shipping methods and applicable charges are displayed during checkout.

Full shipping and delivery terms are provided in our Shipping Policy.

18. Tracking

When tracking information is available, a shipping confirmation will be sent to the email address provided at checkout.

Tracking may require additional time to become active after a shipping label is created. Some carriers update tracking only at significant transit or delivery milestones.

If tracking has not updated for an extended period or a package has not arrived after the estimated delivery window, contact service@pawreluna.com with your order number.

We will review the available shipping information and provide reasonable assistance. We do not automatically reject a shipping claim merely because a package has been transferred to a carrier.

19. Customer-Provided Delivery Information

Customers must provide complete and accurate shipping information.

If you identify an address error, contact us immediately. We will make reasonable efforts to update the address, but changes cannot be guaranteed after processing, fulfillment, shipment preparation, or dispatch has begun.

If a package is delayed, misdelivered, returned, or requires reshipment because of inaccurate or incomplete information supplied by the customer, reasonable reshipping costs may apply where permitted by law.

A “Delivered” tracking status does not automatically prevent a customer from contacting us about a package that cannot be located.

20. Order Changes and Cancellations

Order-change and cancellation requests must be submitted as soon as possible by contacting service@pawreluna.com.

We will make reasonable efforts to accommodate the request, but a change or cancellation cannot be guaranteed once order processing, fulfillment, shipment preparation, or dispatch has begun.

If an order has already shipped, it generally cannot be canceled. After delivery, an eligible return may be requested under our Return & Refund Policy.

We do not impose an excessive cancellation fee. If an order can be canceled before fulfillment and payment has already been collected, the applicable refund will be issued to the original payment method.

21. Return Window

Eligible products may be returned within 30 calendar days after confirmed delivery.

To request a return, customers must contact service@pawreluna.com within the return window and provide:

• The order number;

• The item to be returned;

• The reason for the return;

• Proof of purchase; and

• Photos or videos where relevant.

Submitting a request within the return window does not automatically guarantee approval. The item must satisfy the eligibility requirements in the Return & Refund Policy.

22. Preference-Based Returns

For preference-based returns, including a change of mind or incorrect customer selection, the product must generally be:

• Unused and not used by a pet;

• Unwashed and unaltered;

• Free from pet hair, odors, stains, or damage;

• In its original condition;

• Returned with all components and accessories; and

• Returned with original packaging where reasonably possible.

Customers are responsible for return shipping costs for preference-based returns.

Original outbound shipping charges are generally non-refundable for preference-based returns unless applicable law requires otherwise.

23. Return Authorization and Address

Customers must obtain return authorization before sending merchandise.

The registered business address of Chaozhou Yuanlin Trading Co., Ltd. is not a return warehouse and must not be used for product returns.

After approving a return request, our support team will provide:

• The correct return warehouse address;

• Applicable return authorization information; and

• Instructions for preparing and sending the return.

Unauthorized returns, cash-on-delivery returns, or items sent to an incorrect address may be rejected or delayed.

24. Damaged, Defective, Incorrect, or Incomplete Products

Customers should inspect products promptly after delivery.

If an item arrives damaged, defective, incorrect, incomplete, or materially different from its description, contact service@pawreluna.com as soon as possible and include:

• The order number;

• A description of the issue;

• Clear photos or videos of the product;

• Photos of the packaging; and

• A photo of the shipping label.

Please retain the item and packaging while the request is reviewed.

If the issue is confirmed, Pawreluna will provide an appropriate replacement, refund, return arrangement, or other reasonable solution at no additional cost to the customer.

We will not require customers to bear the full cost of resolving a confirmed error caused by Pawreluna or the fulfillment process.

25. Exchanges

Exchanges depend on current inventory and product availability.

In some cases, the most reliable option may be to return an eligible product and place a new order for the preferred product after the return request has been approved.

If an exchange is required because the original item was confirmed damaged, defective, incorrect, or incomplete, we will provide appropriate replacement instructions at no additional cost.

26. Refunds

Approved refunds for returned products are issued to the original payment method within 5 business days after the returned item has been received and inspected.

After we issue a refund, the bank, card issuer, digital wallet, or payment provider may require an additional 5–10 business days to post the funds.

Refunds are normally returned only to the original payment method and cannot be redirected to an unrelated card, bank account, or payment account.

Where permitted by law, a refund may be reasonably reduced to reflect missing components or loss in value caused by use or handling beyond what was necessary to inspect the product. Any applicable deduction will be explained.

Additional eligibility and refund rules are provided in our Return & Refund Policy.

27. Promotions, Discounts, and Coupon Codes

Promotions, discount codes, gifts, limited-time offers, and other benefits may be subject to:

• Eligibility requirements;

• Minimum purchase requirements;

• Product exclusions;

• Usage limits;

• Expiration dates;

• Geographic restrictions; or

• Other conditions disclosed with the offer.

Unless otherwise stated:

• Promotional codes cannot be exchanged for cash;

• Only one promotional code may be used per order;

• A discount must be applied before checkout is completed;

• Discounts cannot normally be added retroactively; and

• A refund will be based on the amount actually paid.

We may modify, suspend, or discontinue a promotion as permitted by applicable law. We may also reject fraudulent, duplicated, manipulated, or unauthorized promotional use.

28. Gift Cards and Store Credit

If gift cards or store credit are offered, additional terms may be disclosed at purchase or issue.

Unless required otherwise by applicable law:

• Gift cards are not redeemable for cash;

• Promotional credit may have product or usage restrictions;

• Refunds for purchases made with store credit may be returned in the same form; and

• Lost or unauthorized gift-card use may require verification before assistance can be provided.

Nothing in this section applies if Pawreluna does not currently offer gift cards or store credit.

29. Customer Communications

By placing an order, you agree to receive transaction-related communications necessary to process and service the order, including:

• Order confirmations;

• Payment notifications;

• Shipping and tracking updates;

• Delivery communications;

• Return and refund communications;

• Product safety or recall notices; and

• Customer-support responses.

Transaction-related communications are separate from optional marketing communications.

Marketing emails may be unsubscribed from using the link provided in the message. Unsubscribing from marketing does not prevent necessary order-related messages.

30. Reviews and Customer Content

If the website allows customers to submit reviews, photographs, comments, or other content, the submitted content must:

• Be truthful and based on genuine experience;

• Not infringe another person’s rights;

• Not contain unlawful, abusive, threatening, or discriminatory material;

• Not contain malicious code or deceptive links;

• Not disclose another person’s private information without permission; and

• Not be used for fraudulent advertising or unauthorized promotion.

You retain ownership of your original content. By voluntarily submitting content for publication, you grant Pawreluna a non-exclusive, worldwide, royalty-free license to display, reproduce, format, and use that content for operating and promoting the store, subject to applicable law and our Privacy Policy.

We may moderate or remove content that violates these requirements, but we are not obligated to remove a lawful negative review merely because it is critical.

31. Intellectual Property

The website and its original content, including the Pawreluna name, logo, product presentation, text, graphics, layouts, icons, photographs, and other materials, are owned by or licensed to Pawreluna and are protected by applicable intellectual-property laws.

You may access and use the website for lawful personal shopping purposes.

Without prior written permission, you may not:

• Copy or reproduce substantial website content;

• Use Pawreluna branding in a misleading manner;

• Republish product photographs or descriptions for commercial use;

• Create an unauthorized imitation of the website;

• Remove intellectual-property notices;

• Scrape or systematically extract website content; or

• Claim an affiliation with Pawreluna that does not exist.

No ownership right is transferred to you by accessing the website or purchasing a product.

32. Prohibited Conduct

You may not use Pawreluna.com to:

• Commit fraud or another unlawful act;

• Submit false customer, billing, or delivery information;

• Use a payment method without authorization;

• Interfere with website security or functionality;

• Introduce malware, malicious code, or harmful technology;

• Attempt unauthorized access to accounts, systems, or data;

• Abuse promotions, refunds, chargebacks, or return procedures;

• Impersonate another person or business;

• Collect another user’s personal information without permission;

• Conduct unauthorized resale activity; or

• Violate another person’s intellectual-property or privacy rights.

We may restrict access, cancel affected orders, or take other reasonable action where there is credible evidence of prohibited conduct.

33. Third-Party Services and Links

The website may use or link to third-party services, including:

• Payment processors;

• Shipping carriers;

• Analytics services;

• Social media platforms;

• Review providers; and

• Other external websites or technology services.

Third-party services may be governed by their own terms and privacy policies.

A link to an external website does not necessarily mean that Pawreluna controls or endorses all content on that website. Customers should review applicable third-party terms before using an external service.

34. Website Availability

We aim to keep Pawreluna.com available and functioning properly, but uninterrupted access cannot be guaranteed.

The website may occasionally be unavailable because of:

• Maintenance;

• Security updates;

• Technical problems;

• Hosting interruptions;

• Network failures;

• Third-party service interruptions; or

• Circumstances outside our reasonable control.

We may update, modify, suspend, or discontinue website features where reasonably necessary. Existing accepted orders will continue to be handled under the applicable transaction terms and law.

35. Disclaimer of Warranties

To the extent permitted by applicable law, the website is provided on an “as available” basis.

We do not guarantee that:

• Website access will always be uninterrupted;

• Every technical error will be corrected immediately;

• Product availability will remain unchanged;

• Digital displays will reproduce exact physical colors; or

• Estimated delivery dates will always be met.

These limitations do not remove any express product commitment made by Pawreluna or any warranty, right, or remedy that cannot lawfully be excluded.

36. Limitation of Liability

To the fullest extent permitted by applicable law, Pawreluna and Chaozhou Yuanlin Trading Co., Ltd. will not be liable for indirect, incidental, special, exemplary, punitive, or consequential loss arising from the use of the website or a transaction, where such loss was not reasonably foreseeable or where exclusion is legally permitted.

Nothing in these Terms excludes or limits liability for:

• Fraud or fraudulent misrepresentation;

• Willful misconduct;

• Gross negligence where liability cannot be excluded;

• Death or personal injury caused by negligence where exclusion is prohibited;

• Breach of mandatory consumer rights; or

• Any other liability that cannot lawfully be excluded or limited.

Customers remain entitled to remedies required by applicable consumer protection law.

37. Events Outside Reasonable Control

Neither party will be responsible for a delay or failure caused by circumstances outside that party’s reasonable control, to the extent permitted by applicable law.

Such circumstances may include:

• Natural disasters;

• Severe weather;

• Transportation disruptions;

• Customs or government action;

• Public emergencies;

• Labor disruptions;

• Carrier network interruptions;

• Internet or infrastructure failures; or

• Other comparable events.

If such an event materially affects an order, we will make reasonable efforts to provide updated information and an appropriate solution.

This section does not allow Pawreluna to retain payment indefinitely without providing the purchased product or an appropriate remedy.

38. Privacy

Personal information collected through Pawreluna.com is handled in accordance with our Privacy Policy.

The Privacy Policy explains matters including:

• Information we collect;

• How information is used;

• When information may be shared;

• Cookies and similar technologies;

• Data retention;

• Customer privacy rights; and

• How to contact us about privacy matters.

By using the website, you acknowledge that transaction processing may require information to be shared with service providers such as payment processors, fulfillment partners, and carriers as described in the Privacy Policy.

39. Mandatory Consumer Rights

These Terms are intended to provide clear rules for purchases made through Pawreluna.com.

Nothing in these Terms excludes, restricts, or replaces any mandatory consumer right or legal remedy that cannot lawfully be waived.

If a provision in these Terms conflicts with a mandatory law applicable to a customer, the mandatory legal protection will apply to the extent of the conflict.

40. Governing Law and Disputes

These Terms are governed by the laws applicable to Chaozhou Yuanlin Trading Co., Ltd., including the applicable laws of the People’s Republic of China, without depriving consumers of mandatory protections available under the laws of their country or place of habitual residence.

If a disagreement occurs, please contact service@pawreluna.com first so that we can review the matter and attempt to reach a reasonable resolution.

Nothing in this section prevents either party from using a court, regulator, consumer-protection body, or other dispute-resolution procedure available under applicable law.

41. Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be interpreted or limited only to the extent necessary.

The remaining provisions will continue in effect where legally permitted.

42. No Waiver

If we do not immediately enforce a provision of these Terms, that does not mean we permanently waive the right to enforce it later.

A waiver is effective only when clearly confirmed by an authorized representative and only for the specific matter addressed.

43. Assignment

Customers may not transfer their rights or obligations under an order to another person without our prior written agreement, except where applicable law provides otherwise.

Pawreluna may transfer operational responsibilities connected with the website to an affiliated business, successor, or service provider, provided that doing so does not reduce mandatory customer rights or prevent existing orders from being fulfilled.

44. Changes to These Terms

We may update these Terms from time to time to reflect:

• Changes to our services or operations;

• Changes in applicable law;

• Security or fraud-prevention needs;

• Changes to payment, fulfillment, or shipping processes; or

• Improvements to clarity and customer information.

The updated version will be posted on Pawreluna.com with a revised “Last updated” date.

Changes generally apply prospectively. The version available when an order is placed will normally govern that transaction unless applicable law requires otherwise or the customer agrees to a later change.

45. Entire Agreement

These Terms, together with the policies and product-specific conditions referenced in them, constitute the agreement governing purchases through Pawreluna.com.

They replace earlier transaction-related representations concerning the same purchase, except for any express written commitment made by an authorized Pawreluna representative or any right that cannot legally be excluded.

46. Contact Information

Questions about these Terms and Conditions, orders, payments, shipping, cancellations, returns, or refunds may be sent to:

Email: service@pawreluna.com
Website: Pawreluna.com

Store operator:
Chaozhou Yuanlin Trading Co., Ltd.

Registered business address:
No. 13-2, Daxiang Road, Baolong Village
Anbu Town, Chao'an District
Chaozhou, Guangdong, China

Return notice: The registered business address is not a return warehouse. Contact service@pawreluna.com and obtain return authorization and the correct return warehouse address before sending any merchandise.