Terms of service
1. SELLER INFORMATION
The website madreperlapets.com (“Website”) is operated by:
MADREPERLA TRADING INTERNATIONAL LIMITED
In these Terms, “Madreperla Pets Milano”, “we”, “us”, “our” and “Seller” refer to MADREPERLA TRADING INTERNATIONAL LIMITED.
The registered office must not automatically be used as the returns address. Before returning a product, the Customer must follow the instructions provided on our “Shipping, Returns and Refunds” page or contact us.
2. SCOPE
These Terms and Conditions govern:
access to and use of the Website;
purchases made through the Website;
the relationship between Madreperla Pets Milano and its Customers.
By placing an order, the Customer confirms that they have read and accepted these Terms and Conditions, the Privacy Policy and the applicable shipping, returns and refund conditions.
“Customer” means any person who uses the Website or places an order. When the Customer purchases for purposes outside their trade, business or profession, they are considered a consumer and retain all mandatory rights provided under applicable law.
Specific terms communicated separately may apply to B2B, private-label or wholesale orders. In the event of a conflict, those specific terms will prevail only in relation to the commercial order to which they apply.
3. ELIGIBILITY TO PURCHASE
To place an order, the Customer must be at least 18 years old or have reached the age of majority in their country and must have the legal capacity required to enter into a contract.
The Customer agrees to provide complete, accurate and up-to-date information, including their name, billing and delivery addresses, contact details and the information required to process payment.
4. HANDCRAFTED PRODUCTS
Madreperla Pets Milano products are handcrafted. Natural leather, fabrics, finishes and handmade workmanship may present slight variations in colour, grain, texture, stitching or dimensions.
Where reasonable and where they do not affect the product’s quality, safety, functionality or conformity with its description, such variations are characteristics of handcrafted production and are not considered defects.
Photographs and colours displayed on screen may vary slightly depending on the device used. We nevertheless make every effort to describe and represent our products as accurately as possible.
5. SIZES, MEASUREMENTS AND PRODUCT USE
The Customer must consult the relevant size guide and carefully check all measurements before purchasing. If in doubt, the Customer may contact us before placing an order.
For personalised or made-to-measure products, the Customer is responsible for the accuracy of the measurements, names, initials and any other information provided.
6. ORDERS AND CONTRACT FORMATION
Submitting an order constitutes an offer by the Customer to purchase the selected products.
We may reject or cancel an order before accepting it in the event of:
unavailability of the product or materials;
an obvious error in the price or description;
inability to deliver to the address provided;
failure to authorise payment;
reasonable suspicion of fraud or unlawful use of the Website.
If we do not accept an order or if we cancel it, any amount already charged will be promptly refunded to the original payment method.
7. PRICES, TAXES AND PAYMENTS
Prices include taxes where required by applicable law. Shipping charges and any additional costs are shown before the order is confirmed.
International shipments may be subject to customs duties, import taxes or local charges imposed by the authorities in the destination country. Where these amounts are not collected directly at checkout, they remain the responsibility of the recipient.
Available payment methods are displayed during checkout. By using a payment method, the Customer confirms that they are authorised to use it.
8. AVAILABILITY AND MADE-TO-ORDER PRODUCTS
Availability may change even after an order has been submitted. If a product or material is unavailable, we will contact the Customer and, where possible, offer an alternative or a refund.
Handcrafted, personalised or made-to-order products may require additional preparation time. Any specific production times will be stated on the product page or communicated to the Customer.
Products that are clearly personalised or made to individual specifications may be excluded from the right of withdrawal where permitted by law. This exclusion does not apply if the product is defective, non-conforming or made differently from the instructions correctly provided by the Customer.
9. SHIPPING, DELIVERY AND TRANSFER OF RISK
Shipping methods, costs and estimated delivery times are described on the “Shipping, Returns and Refunds” page and, where applicable, are displayed at checkout.
Delivery dates are estimates and may be affected by carriers, customs, public holidays, weather conditions or other events outside our reasonable control. This does not limit the Customer’s mandatory rights in the event of a delay.
For purchases made by consumers, the risk of loss or damage passes to the Customer when the Customer, or a person appointed by them other than the carrier, takes physical possession of the products.
Ownership of the products passes to the Customer once full payment has been received.
10. WITHDRAWAL, RETURNS AND REFUNDS
The operational conditions relating to withdrawal, returns, exchanges and refunds are set out on the “Shipping, Returns and Refunds” page and in the Refund Policy available at checkout.
Where provided by applicable law, the consumer may notify us of their decision to withdraw within 14 days of delivery, without having to provide a reason, subject to the exclusions permitted by law, including certain products that are clearly personalised or made to measure.
11. FAULTY OR NON-CONFORMING PRODUCTS
Products must match their description, be of satisfactory quality and be fit for their intended purpose.
If a product is faulty, damaged upon arrival, incorrect or non-conforming, the Customer must contact us as soon as possible, providing the order number and, where useful, photographs of the issue.
Depending on the circumstances and applicable law, we may offer a repair, replacement, price reduction or refund. Where a return is necessary because of a defect or an error on our part, the reasonable return costs will be covered by us.
12. PROMOTIONS AND DISCOUNT CODES
Promotions and discount codes are subject to the conditions communicated with the relevant offer.
Unless otherwise stated:
they cannot be exchanged for cash;
they cannot be combined with one another;
they must be used before their expiry date;
they may be limited to specific products, Customers or territories.
We may refuse any fraudulent or unlawful use of a promotion or any use that does not comply with its conditions.
13. CUSTOMER ACCOUNTS
The Customer is responsible for keeping their account credentials confidential and for activities carried out through their account, except for unauthorised activities that are not attributable to the Customer.
The Customer must inform us promptly in the event of unauthorised access. We may suspend an account where reasonably necessary for security reasons, fraud prevention or unlawful use.
14. PERMITTED USE OF THE WEBSITE
The Website must not be used:
for unlawful or fraudulent activities;
to introduce viruses, malware or other harmful code;
to compromise the security or operation of the Website;
to infringe the intellectual property or privacy rights of others;
to collect personal data without a valid legal basis;
through automated systems that overload or interfere with the service.
We may restrict access to the Website in the event of a violation, in accordance with applicable law.
15. INTELLECTUAL PROPERTY
The Website’s text, photographs, logos, graphics, designs, videos, trademarks and other content belong to Madreperla Pets Milano or are used with permission.
The Website may be viewed for personal use. Its content may not be copied, reproduced, modified, distributed or used commercially without written permission, except where permitted by law.
16. THIRD-PARTY SERVICES AND LINKS
The Website may use or contain links to third-party services, including Shopify, payment providers, carriers, social media platforms and external applications.
The use of such services may be subject to their respective terms and policies. We are not responsible for the independent content or activities of third parties, but this provision does not limit our responsibility for obligations that apply directly to us.
17. PRIVACY AND COOKIES
Personal data is processed in accordance with our “Privacy Policy”.
The Website may use cookies and similar technologies. Cookie preferences may be managed through the relevant banner or tool available on the Website, where applicable.
18. WEBSITE AVAILABILITY AND CHANGES
We may update the Website, modify the product range or temporarily suspend certain functions.
Such changes do not affect contracts already concluded or rights acquired by the Customer in relation to orders that have already been accepted.
19. LIABILITY
Where the Customer is a consumer, we are responsible for reasonably foreseeable loss or damage resulting from our breach of contract or our failure to exercise reasonable care and skill.
We are not responsible for losses that were not foreseeable when the contract was concluded or for business losses relating to a purchase made exclusively for personal use.
20. EVENTS OUTSIDE OUR CONTROL
We are not responsible for delays or failures caused by events outside our reasonable control.
21. GOVERNING LAW AND JURISDICTION
These Terms and Conditions are governed by the laws of England and Wales.
22. COMPLAINTS AND CUSTOMER SERVICE
For questions, complaints or requests relating to an order, please contact us at:
Email: info@mpsandals.com
We will aim to review and respond to all requests within a reasonable period.
23. CHANGES TO THESE TERMS
We may update these Terms and Conditions to reflect legal, technical or operational changes.
Orders already accepted will remain subject to the version in force when the relevant contract was concluded, unless a change is required by law.
24. FINAL PROVISIONS
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to remain in effect.
These Terms, together with the policies expressly referred to and the information confirmed in the order, constitute the agreement relating to the purchase.
