Terms and Conditions

1. Company information

WoofCharm is operated by STACK COMPANY, the seller responsible for orders placed through this website.

The online store is hosted using Shopify. Shopify and payment providers may provide technical checkout or payment-processing services, but your sales contract is with STACK COMPANY unless we clearly state otherwise.

2. Scope and acceptance

These Terms apply to consumers who purchase products from WoofCharm and to visitors using the website. A consumer is a natural person acting for purposes outside their trade, business, craft or profession.

Before placing an order, you will have an opportunity to review these Terms. By placing an order, you confirm that you have read and accepted them. We will provide the contractual information required by law in a form you can retain, such as by email or a downloadable copy, after the order is concluded.

The product page, the choices shown during checkout, the order confirmation and any written agreement between you and WoofCharm form part of the contract. A specific written term agreed for an order takes priority over these general Terms where the two conflict. Mandatory consumer law always takes priority.

You must be at least 18 years old or otherwise have legal capacity to enter into the purchase contract. If you are under 18, a parent or legal guardian must place the order for you.

3. Product information and artistic variation

We aim to describe each product accurately, including its main characteristics, materials, dimensions, available options, personalization choices, care information and price. Please read the relevant product page before ordering.

Many WoofCharm products are made or finished individually. A personalized portrait, illustration, engraving or layout is an artistic interpretation of the photograph and instructions you submit. It is not intended to be a pixel-for-pixel reproduction. Reasonable differences in line weight, crop, placement, engraving depth, scale, texture, finish and other details may occur as part of the artistic and production process.

Images may appear slightly different depending on lighting, photography and screen settings. Measurements are approximate unless expressly described as exact. These reasonable variations are not defects by themselves. They do not allow us to deliver a product that materially differs from the agreed description, an expressly approved design or what a consumer may reasonably expect.

Any preview, example or mock-up is illustrative unless we expressly ask you to approve it as the final production proof. Where we do request approval, you are responsible for checking the proof carefully before approving it.

4. Photographs, text and other customer content

“Customer Content” means any photograph, image, name, message, text, instruction or other material you submit in connection with an order.

You retain any intellectual property rights you hold in your Customer Content. You confirm that:

• you own the Customer Content or have all permissions needed to submit it and allow us to use it for your order;
• our use of it as described in these Terms will not infringe another person’s copyright, trademark, privacy, portrait or other rights;
• you have any required permission from identifiable people shown in a submitted photograph; and
• the Customer Content and requested personalization are not unlawful, misleading, threatening, discriminatory, obscene or otherwise harmful.

You grant WoofCharm a non-exclusive, worldwide, royalty-free license to receive, store, review, crop, resize, edit, trace, illustrate, reproduce, engrave, manufacture from and otherwise process the Customer Content only as reasonably necessary to assess and fulfill your order, perform quality control, provide customer service, handle complaints and meet legal obligations.

This limited license allows us to share Customer Content with artists, production partners, hosting providers and other service providers only where reasonably necessary for those purposes. It does not give WoofCharm permission to use your photograph or personalized artwork in advertising, social media or other promotional material without separate permission from you.

Please submit the clearest and most suitable photograph available and check all names, dates, spelling, punctuation and other personalization carefully. We may contact you if a photograph or instruction is unclear or unsuitable. If we cannot reasonably produce the requested item, we may reject or cancel the affected item and refund any amount paid for it.

We may refuse Customer Content that does not comply with this section. We will act reasonably and will not use this right to avoid an order for arbitrary reasons.

5. Placing and accepting an order

The products and prices displayed on the website are an invitation to place an order. By selecting a product, entering the requested information and using the checkout button that confirms an obligation to pay, you make an offer to purchase the selected product.

Please review your cart, delivery address, email address, photograph, personalization, quantity and payment details before placing the order. You can correct input errors during checkout before submitting the order.

Your order becomes binding when we send an order confirmation accepting it. Payment authorization or an automated receipt message does not by itself require us to accept an order if that message expressly states that it only acknowledges receipt.

We may decline an order before acceptance where, for example, payment cannot be authorized, the product is unavailable, the requested personalization cannot reasonably be produced, Customer Content breaches these Terms, there is a reasonable indication of fraud or misuse, or the displayed price contains an obvious error. If we decline an order after receiving payment, we will notify you and refund the affected amount without undue delay.

6. Corrections, changes and cancellation requests

If you notice an error after ordering, contact support@woofcharm.com immediately with your order number and the requested correction.

Because personalized work may begin soon after acceptance, we cannot promise that an accepted personalized order can be changed or cancelled. If production has not progressed too far, we will make reasonable efforts to accommodate your request. We will tell you before applying any change that affects the price or expected delivery time.

This section does not restrict any statutory cancellation, withdrawal, conformity or other consumer rights. The withdrawal rules and the exception for clearly personalized goods are explained in section 11 and in our Refund Policy.

If we need to make a material change to an accepted order, we will ask for your agreement. If you do not agree, you may cancel the affected item and receive a refund.

7. Prices and payment

The total price payable, including applicable taxes and any delivery charges, is shown before you place the order. Optional extras are charged only when you actively select them.

Available payment methods and the timing of payment are displayed at checkout. By choosing an offered method, you agree to its displayed payment arrangement. Payments may be processed by Shopify or an independent payment provider under that provider’s secure processing terms. You must be authorized to use the selected payment method.

We may carry out reasonable payment, address or fraud-prevention checks before accepting or producing an order. Production may begin after the required payment or authorization has been confirmed.

If a displayed price is clearly incorrect and you knew or could reasonably have recognized the mistake, we may contact you before acceptance and offer the choice of ordering at the correct price or cancelling. Your rights where a pricing error is not obvious are determined by applicable law.

Unless we agree otherwise, refunds are made using the original payment method and without charging you a refund fee.

8. Production, shipping and delivery

Personalized items are produced after we receive an accepted order, the required payment or authorization and Customer Content that is suitable for production. If we reasonably need clarification or replacement content, production timing may depend on when you provide it.

Production and delivery estimates shown on a product page, during checkout or in an order confirmation are estimates unless expressly agreed as a binding deadline. We will deliver within the agreed period and, where no different period has been agreed, within the period required by applicable law.

If we become aware of a material delay, we will inform you and provide an updated estimate where possible. Your statutory rights concerning delayed delivery, including the right to set an appropriate additional period or terminate the contract in circumstances provided by law, remain unaffected.

You are responsible for providing a complete and accurate delivery address. Contact us promptly if it needs correcting. If an order must be sent again solely because you provided an incorrect or incomplete address, we may ask you to pay reasonable additional delivery costs after explaining them to you. This does not apply where the delivery problem was caused by us or our carrier.

WoofCharm remains responsible for the goods during transport until you, or a person designated by you other than the carrier, takes physical possession of them. If you independently appoint a carrier that we did not offer, risk may pass when the goods are handed to that carrier, as provided by applicable law.

9. Inspection, delivery issues and complaints

Please inspect the package and product within a reasonable time after delivery. If an item is damaged, incomplete, incorrect or appears defective, contact support@woofcharm.com without undue delay.

Include your order number, a clear description of the issue and photographs where reasonably possible. Photographs help us assess damage or production errors but will not be required where providing them would be unreasonable or impossible.

If you believe a product presents a safety issue, stop using it and contact us promptly. Keep the product and packaging until we provide reasonable instructions, unless doing so would be unsafe.

We will acknowledge and investigate complaints within a reasonable time and explain the proposed solution. No short notification period in these Terms removes a statutory right. Delay in reporting affects your rights only where and to the extent permitted by mandatory law.

10. Conformity and legal guarantee

You are entitled to receive goods that conform to the contract. This means, among other things, that a product must match its description and agreed specifications, be complete and undamaged, be fit for its normal purpose and any particular purpose accepted by us, and have the quality and durability a consumer may reasonably expect.

These rights are the statutory legal guarantee and are separate from any optional commercial warranty. EU consumer law provides a minimum legal guarantee framework, while Dutch law does not impose one fixed guarantee period for every type of product. The period during which a product must remain satisfactory depends on matters such as its nature, price, description, expected useful life and normal use.

If a product does not conform, you may be entitled to free repair or replacement. Where those remedies are impossible, disproportionate, not completed within a reasonable time and without significant inconvenience, or otherwise insufficient under applicable law, you may be entitled to a proportionate price reduction or to terminate the contract and receive a refund.

The seller, STACK COMPANY, is responsible for handling a valid conformity claim. We will also bear necessary return or delivery costs associated with a valid statutory remedy.

The legal guarantee applies to personalized products as well as standard products. The withdrawal exception for personalized goods does not remove your rights if an item is faulty, damaged, incorrect, unsafe or materially different from what was agreed.

Normal wear, accidental damage, misuse, failure to follow reasonable care instructions, or modifications made by someone other than WoofCharm are not product defects where they caused the problem. Statutory rules concerning proof of the cause and timing of a defect continue to apply.

11. Right of withdrawal and personalized-goods exception

11.1 Eligible standard goods

For a standard, non-personalized product bought online, a consumer normally has 14 days to withdraw from the contract without giving a reason. The period begins on the day after you, or a person designated by you other than the carrier, receives the goods. If goods from one order are delivered separately, the period begins on the day after receipt of the last relevant item.

To withdraw, email support@woofcharm.com, use any clearly labelled online withdrawal function made available for your purchase, or send another unambiguous statement to STACK COMPANY at the address in section 1. You may use the model notice below, but it is not mandatory. It is sufficient to send the notice before the 14-day period expires.

After notifying us, return the eligible goods without undue delay and no later than 14 days after the notice. Unless we provide a different Dutch return address in writing, eligible returns may be sent to STACK COMPANY at 's-Gravelandseweg 258, 3125 BK Schiedam, The Netherlands. Contact us before shipping so we can identify the return and provide practical instructions.

You are responsible for the direct cost of returning an eligible standard product unless we agree to bear that cost or failed to inform you before purchase that you would be responsible for it.

You may inspect an eligible product as you would in a physical shop. You may be responsible for diminished value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

We will reimburse payments received for the withdrawn product, including the cost of our least expensive standard delivery option, without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or you provide evidence that they were sent back, whichever occurs first. Additional delivery costs resulting from a more expensive delivery method selected by you do not have to be reimbursed. The refund will use the original payment method unless you expressly agree otherwise.

11.2 Clearly personalized goods

The statutory right of withdrawal does not apply to goods made to your specifications or clearly personalized. This includes, where applicable, products made from your uploaded photograph, a custom pet portrait or illustration, individualized engraving, a chosen name or personal message, or another customer-specific design that cannot reasonably be resold without significant alteration.

Choosing only an ordinary standard option, such as a standard size or color, does not by itself make a product clearly personalized.

For a clearly personalized product, you cannot return the item solely because you changed your mind. We may still voluntarily agree to a cancellation before production has progressed, but this is not guaranteed.

This exception never affects your rights where the product is defective, damaged, incorrect, unsafe, delivered too late in circumstances giving a right to terminate, or otherwise does not conform to the contract.

11.3 Model withdrawal notice

You may copy and send the following notice for an eligible order:

To: STACK COMPANY, trading as WoofCharm
's-Gravelandseweg 258
3125 BK Schiedam
The Netherlands
support@woofcharm.com

I/We hereby give notice that I/We withdraw from the contract for the sale of the following goods:

Order number:

Goods:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this notice is submitted on paper:

Date:

12. Intellectual property

Your rights in Customer Content remain yours, subject to the limited license in section 4.

The website, WoofCharm name and branding, product designs, page content, graphics, layouts, original illustrations, production artwork and other materials created or supplied by WoofCharm are owned by or licensed to WoofCharm and are protected by intellectual property law.

Buying a physical product transfers ownership of that physical product after payment and delivery, but does not transfer copyright, trademark rights, design rights or other intellectual property rights unless we expressly agree otherwise in writing.

You may use the purchased product personally and may take and share photographs of it for personal, non-commercial purposes. You may not reproduce, manufacture, commercially exploit, sell copies of, or misrepresent ownership of WoofCharm artwork, designs, branding or website content without permission or another lawful basis.

13. Acceptable use of the website

You must not use the website or checkout to:

• break the law or infringe another person’s rights;
• submit false, fraudulent or misleading orders or information;
• impersonate another person or use a payment method without authority;
• upload malware or attempt to interfere with the website, checkout, security or other users;
• gain unauthorized access to systems or data; or
• copy, scrape or exploit protected content in a manner that is unlawful or unreasonably burdens the website.

We may take reasonable and proportionate steps to prevent misuse, including rejecting an affected order or restricting access. Any payment received for an order we do not fulfill will be handled in accordance with the contract and applicable law. This section does not restrict lawful consumer activity or mandatory rights.

14. Events beyond reasonable control

Neither party is responsible for a delay or failure caused by an event beyond that party’s reasonable control, to the extent the event could not reasonably have been prevented or overcome. Such events may include serious transport disruption, natural disaster, fire, widespread network or utility failure, government action, epidemic, war, or industrial action not confined to the affected party’s own workforce.

The affected party must take reasonable steps to limit the impact and resume performance. If an event materially delays or prevents delivery, we will inform you where reasonably possible.

This section does not require you to pay for an order that is not supplied and does not remove statutory rights concerning delayed or failed delivery. Where applicable law gives you the right to terminate after a delay or because performance has become impossible, you will receive the corresponding refund.

15. Liability

WoofCharm is responsible for loss or damage caused by our breach of contract or negligence where that loss or damage was reasonably foreseeable when the contract was made.

To the extent permitted by law, we are not responsible for a problem caused by inaccurate Customer Content, a misspelling or selection approved or submitted by you, an incorrect delivery address supplied by you, unauthorized use of a payment method, misuse of the product, failure to follow reasonable care instructions, normal wear, or a modification made by someone else, except to the extent that our own act or omission contributed to the problem.

Products are sold primarily for personal use. We are not responsible for business losses that were not part of a consumer contract or reasonably foreseeable from it.

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, intentional misconduct or gross negligence, defective-product liability that cannot lawfully be excluded, or breach of mandatory consumer rights.

16. Privacy and personal data

We process personal data needed to operate the website, assess and fulfill orders, communicate with you, prevent fraud, meet legal obligations and provide support. Uploaded photographs may constitute personal data where an identifiable person appears in them.

More information about the data we collect, why we use it, service providers, retention, international transfers and your privacy rights is available in our Privacy Policy.

The limited license in section 4 concerns permission to use Customer Content for the contract. It does not reduce any rights you have under applicable data-protection law.

17. Governing law and disputes

These Terms and contracts with WoofCharm are governed by Dutch law.

If you are a consumer living in another country, this choice of law does not deprive you of mandatory consumer protections provided by the law that would apply in your country of habitual residence in the absence of this choice.

If a problem arises, please contact support@woofcharm.com first so that we can try to resolve it. You remain free to use any remedy or competent dispute-resolution route available under applicable law.

Disputes may be brought before any court that has jurisdiction under applicable law. Where EU consumer-jurisdiction rules apply, a consumer may generally bring proceedings in the courts of the consumer’s domicile or the trader’s domicile, and proceedings against a consumer may generally be brought only in the courts of the consumer’s domicile. These Terms do not impose an exclusive forum that removes those protections.

18. Changes to these Terms

The version accepted when you place an order governs that order. We may update these Terms prospectively to reflect changes in law, our products, the website or our business practices.

Updated Terms will be published with a revised date. We will not apply a material change retroactively to an existing order without your agreement unless the change is required by law and does not unlawfully reduce your rights.

19. Severability and waiver

If a provision of these Terms is found invalid or unenforceable, it will be interpreted or adjusted only to the minimum extent necessary to make it lawful where possible. The remaining provisions continue to apply.

If either party does not enforce a right immediately, that does not waive the right or prevent it from being enforced later.

20. Contact

Questions about these Terms, an order, a complaint or a withdrawal request can be sent to: