Return & Refund
Policy

In accordance with Article L221-18 of the French Consumer Code, you have fourteen (14) calendar days from the date of receipt of your order to exercise your right of withdrawal, without justification and without penalty.

To exercise this right, you must notify FALCON TRADING in writing before the end of this period: hello@thepetsociety.paris. You may use the standard withdrawal form in section 02.

Once your withdrawal request is accepted, you must return the item within fourteen (14) days of our written confirmation. FALCON TRADING will reimburse all sums paid, including standard delivery costs, within fourteen (14) calendar days from receipt of the return or proof of shipment, whichever occurs first (Article L221-24).

Return shipping costs under withdrawal are borne by the customer, except where the product is defective or non-compliant. Given our distributed fulfilment model, return addresses may correspond to supplier warehouses outside France — see section 06.

Use of this form is optional. Any unambiguous written statement is sufficient. Send to hello@thepetsociety.paris.

All claims — whether under the right of withdrawal, a product defect, a delivery issue, or any legal guarantee — must be submitted through our formal claim procedure. Claims that do not comply with this procedure cannot be processed.

The following situations are eligible for a refund or replacement, subject to submission of the required evidence within the applicable timeframes:

The following scenarios are not eligible for a refund or claim outside of the statutory rights preserved in sections 01, 12, and 13. Each is explicitly excluded based on our supplier terms and applicable consumer law.

All claims for damaged, defective, or non-compliant products require documentary evidence. Claims submitted without adequate evidence will be placed on hold pending receipt of the required material; the 30-day claim window continues to run.

All returns must be pre-approved by our customer service team. Do not send any item back without receiving written approval and the return address from us first.

• —Submit your claim via the procedure in section 03.
• —Upon approval, we will provide you with the specific return address. Due to our distributed fulfilment model, the return address may correspond to a supplier warehouse located outside France or the European Union. This is inherent to the dropshipping model disclosed at time of purchase.
• —The return must be shipped within 10 calendar days of receiving return approval. Items returned after this period may be refused.
• —Items must be returned unused, in original packaging, with all components, tags, and documentation included.
• —Ship using a traceable method and provide us with the return tracking number.

Once a claim is validated by our team:

• —Refund issued within 14 calendar days from receipt of returned item or proof of shipment, whichever is earliest.
• —Refunds are issued via the original payment method only.
• —Original standard shipping fees are refundable. Premium delivery surcharges beyond standard rates are not refundable.

FALCON TRADING operates The Pet Society under a distributed fulfilment and dropshipping model through EPROLO. Products are dispatched directly from EPROLO partner warehouses, which may be located in China, the European Union, or other jurisdictions. FALCON TRADING remains the sole legal counterparty to the customer and assumes full responsibility for compliance with French and EU consumer law, independently of our contractual relationship with our supplier.

The customer expressly acknowledges and accepts this model at the time of order. Consequences of this model include:

• —Products may ship from warehouses outside France or the EU.
• —Multiple items in one order may ship in separate parcels from different warehouses, arriving on different dates.
• —Return addresses may be located outside the EU (China or other jurisdictions), which the customer must consider when assessing the feasibility and cost of a return.

A product is considered defective or non-compliant when it presents a functional failure, a serious and material non-conformity with its description at the time of sale, or obvious damage that impairs its normal use. Purely aesthetic differences (colour, texture, finish) that do not impair use do not constitute a defect unless they are substantially inconsistent with the product description.

Report the issue to hello@thepetsociety.paris as soon as possible, with photos and/or video as required by section 06. Depending on the situation, we will offer:

• —A replacement at no additional cost; or
• —A full refund including delivery costs.

If your order has not been delivered within 30 calendar days (EU/USA/Canada) or 60 calendar days (rest of world) from the dispatch date, contact us at hello@thepetsociety.paris. We will open a formal investigation with the carrier.

These delivery timeframes exclude delays caused by customs clearance or inspection procedures, which are outside our control and do not count toward the statutory 30-day delivery period (Article L216-1).

All products benefit from the legal guarantee of conformity for two (2) years from delivery. The customer is not required to provide proof of non-conformity during the first 24 months. In case of non-conformity, the customer may request repair, replacement, or refund under the conditions of law.

The 30-day claim window in section 03 does not apply to claims made under this statutory guarantee, which operates independently for its full 2-year duration.

FALCON TRADING is liable for hidden defects that render the product unfit for its intended use. The customer must act within two (2) years of discovering the defect (Article 1648 Civil Code) and may choose between cancellation of the sale with full reimbursement, or a price reduction with retention of the product.

Due to the automated and time-sensitive nature of our supplier's fulfilment process, orders cannot be cancelled once dispatched. If the order is still in processing, our team will attempt to interrupt fulfilment but cannot guarantee success. The statutory 14-day right of withdrawal remains available from the date of receipt regardless.

FALCON TRADING reserves the right to unilaterally cancel an order — and issue a full refund — if a product becomes unavailable from our supplier after order confirmation, or if we identify a pricing error, fraud risk, or compliance issue. This is not a breach of contract.

In accordance with Articles L611-1 et seq. of the French Consumer Code, if a dispute cannot be resolved amicably, you may use a free consumer mediation service. Please note that mediation can only be initiated after a prior written complaint to our customer service has been submitted and has remained unanswered for more than one (1) month.

CM2C — Centre de la Médiation de la Consommation

49 rue de Ponthieu — 75008 Paris — France
Tél : 01 89 47 00 14 — litiges@cm2c.net
cm2c.net/declarer-un-litige.php

EU Online Dispute Resolution Platform:
ec.europa.eu/consumers/odr