In accordance with applicable consumer law, you have fourteen (14) days from receipt of your order to exercise your right of withdrawal, without justification or penalty.

The withdrawal request must be submitted in writing — by email or via our online contact form — before the expiration of the 14-day period. The return shipment must be dispatched within fourteen (14) days following the written approval of your request.

hello@thepetsociety.paris

Return shipping costs are borne by the customer, except in case of:

• —defective products
• —non-compliant products
• —shipping errors attributable to FALCON TRADING

You may use the standard withdrawal form below. It is provided for your convenience but its use is not mandatory: any unambiguous written statement is sufficient.

To be eligible for a refund under the right of withdrawal, returned items must comply with the following conditions:

• —the product must be unused, unworn, and unwashed
• —the product must be returned in its original packaging, intact and undamaged
• —all accessories, manuals, labels and components must be included
• —the product must show no signs of use, wear, assembly or damage
• —photo evidence may be requested before return approval

Returns that do not fully comply with these conditions may result in a partial refund reflecting the diminished value of the goods, in accordance with Article L221-23 of the French Consumer Code.

FALCON TRADING operates The Pet Society under a distributed fulfilment and dropshipping model. Products are dispatched directly from selected partner warehouses, which may be located in France, the European Union, or other jurisdictions. As a result, return addresses may vary depending on the product and the supplier.

Where a physical return is not feasible or would be disproportionately costly, FALCON TRADING may, with the customer's express agreement, offer a refund or replacement without requiring the goods to be returned.

Once the return or claim has been validated:

• —a confirmation email will be sent to the customer
• —the refund will be issued within fourteen (14) calendar days from the date we receive the returned product or proof of shipment, whichever is earliest
• —refunds are processed using the original payment method only

Initial shipping fees are refundable except for additional costs corresponding to a delivery method other than the standard one offered by FALCON TRADING. In case of seller error, defective or non-compliant product, all delivery and return costs are refunded.

Any defective, damaged, or non-compliant product should be reported as soon as possible after receipt, and in any event within the timeframes prescribed by applicable consumer protection laws (notably the 2-year legal guarantee of conformity, see section 08). Supporting evidence (photos and/or video) will be required.

Depending on the situation, the customer will be offered:

• —a replacement
• —a full refund, including delivery costs

If your order has not been delivered within thirty (30) days of order confirmation, an investigation will be initiated with the carrier. If the parcel is confirmed as lost, a replacement or full refund will be issued.

In case of discrepancy between carrier delivery confirmation and actual receipt, the customer must notify FALCON TRADING within three (3) business days. We will initiate an investigation on behalf of the customer at no cost.

All products sold by FALCON TRADING benefit from the legal guarantee of conformity for a period of two (2) years from delivery. In the event of a lack of conformity, the customer may request:

• —repair of the product
• —replacement of the product
• —a full or partial refund, under the conditions provided by law

The customer is not required to provide proof of the lack of conformity during the first twenty-four (24) months following delivery. Return shipping costs arising from a lack of conformity are borne by FALCON TRADING.

FALCON TRADING is liable for hidden defects that render the product unfit for its intended use, or that so diminish such use that the customer would not have purchased it, or would have paid a lower price, had they known of the defect.

In such cases, the customer may choose between:

• —cancellation of the sale and full reimbursement of the purchase price
• —a reduction of the purchase price, with retention of the product

The customer must act within two (2) years of discovering the hidden defect (Article 1648 of the French Civil Code).

Once an order has been shipped, cancellation prior to delivery is no longer possible. If the order is still in processing, our customer service team may attempt to interrupt fulfilment, although this cannot be guaranteed due to supplier timelines.

The customer retains their statutory right of withdrawal of fourteen (14) days from receipt of the goods, regardless of whether cancellation prior to delivery was possible.

Sale and promotional items are subject to the same withdrawal rights as non-discounted products, in accordance with applicable consumer law. Non-compliant returns may result in a partial refund reflecting the diminished value of the goods (Article L221-23 of the French Consumer Code).

In accordance with Articles L611-1 and following of the French Consumer Code, in case of a dispute that cannot be resolved amicably, you may use a free consumer mediation service.

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