Terms and conditions of service

Welcome to PetBoutique. This document governs the use of our store and the legal relationships between Rapan S.R.L. and its Users. By accessing the website and completing a purchase, you fully accept the conditions set out herein.

1. Information on the Data Controller

The service is provided by: Rapan S.R.L. Registered office and logistics: Via Sarson 161, 36061 Bassano Del Grappa (VI) VAT no.: 10569550964 | REA: VI 403716 Email: info@petboutique.it

2. Scope of Application

Use of PetBoutique is reserved for adult Users. If you act as a "Consumer" under the Consumer Code, you benefit from all protections provided by European law. If you act as a "Professional User" (purchasing with a VAT number), the provisions of the Italian Civil Code shall apply.

3. User Account and Registration

You may purchase as a "Guest" or by creating a personal account.

  • Liability: The User is responsible for keeping their credentials confidential.
  • Security: If you suspect unauthorised access, you are required to inform the Data Controller immediately.
  • Closure: You may close your account at any time by contacting our support service.

4. Purchases and Order Procedure

  • Product Description: The images are for illustrative purposes only. We strive for maximum colour accuracy, but shades may vary depending on the monitors used (especially for garments such as Barbour items or artisanal fabrics).
  • Conclusion of the Contract: The contract is deemed concluded when you receive our "Order Confirmation" email.
  • Prices: All prices include VAT. Any customs duties for shipments outside the EU shall be borne by the customer.

4-bis. Selection Support Tools and Automated Assistance

PetBoutique provides Users with automated tools to assist with selection, including the size calculator, size guides, suggestions for matching products, and any automated assistance systems, where available.

  • Indicative nature: The suggestions provided by these tools are purely indicative. The calculator compares the measurements entered by the User with the charts provided by the manufacturers and suggests the closest size; it does not constitute a guarantee of fit, which may vary depending on the animal's build, coat and posture, as well as between different brands and models.
  • Measurements: The accuracy of the result depends on the accuracy of the measurements entered, which remain the User's responsibility. We recommend always checking the product's size chart before purchasing.
  • Final choice: The size and variant purchased are those confirmed by the User in the cart and in the order summary. Automatic suggestions do not modify the product description or the content of the contract.
  • Liability: Rapan S.R.L. shall not be liable for unsuitable size or product choices resulting from incorrect measurements or exclusive reliance on automatic suggestions. It remains understood that nothing in this article limits the rights granted to the Consumer by law, in particular the right of withdrawal (Articles 7 and 13) and the legal guarantee of conformity (Article 14).
  • Data entered: The measurements entered into the calculator are processed directly in the User's browser, are not associated with their personal data and are not stored on our servers, except for temporary storage in the browser solely for the duration of the browsing session. Subject to consent where required, we may collect anonymous and aggregated statistics on the use of the tool (for example, the suggested size) in order to improve its operation, as described in the Cookie Policy.
  • Availability: The Owner may modify, update or suspend the support tools at any time, without affecting orders already concluded. In case of doubt, you may always contact Customer Care at servizioclienti@petboutique.it before purchasing.

5. Payments and Retention of Title

We accept the main payment methods (PayPal, Stripe, cards, Apple/Google Pay, installment payments).

  • Security: Payment data are handled exclusively by the service providers (e.g. Stripe/PayPal) and do not pass through our servers.
  • Ownership: The products remain the property of Rapan S.R.L. until the price has been paid in full.

6. Shipping and Delivery

Delivery methods, costs and timescales are detailed on our dedicated page. 👉 [View our Shipping Information]

Upon delivery, we invite you to check the condition of the package and immediately report any visible damage to the courier.

7. Right of Withdrawal, Returns and Refunds

Pursuant to the law, you have 14 days to withdraw from the contract. For instructions on how to make a return and the refund conditions, please consult our dedicated page. 👉 [View our Returns and Refunds Policy]

8. "Refer-a-Friend" Program and Discount Vouchers

  • Vouchers: Discounts cannot be combined, unless otherwise indicated.
  • Use: Discount codes must be entered at checkout; they cannot be applied after the order has been submitted.
  • Validity: The Holder reserves the right to cancel vouchers obtained through fraudulent activities or bots.

9. Transparency on Prices and Reviews (Omnibus Directive)

  • Sales Price Policy: The prices of our products are calculated on a fixed basis according to the actual purchase cost stated on the invoice at origin and stock turnover, without the use of personalization algorithms or dynamic pricing.
  • Comparison Price (Strikethrough): Where present, the strikethrough price indicates exclusively the official retail price recommended by the manufacturer (MSRP) as of the date the product was listed, and not a temporary price reduction or seasonal sale applied by this e-commerce store. Any commercial promotions are applied exclusively at checkout by entering coupons or discount codes.
  • Authenticity of Reviews: The reviews published on the website are collected through the external Judge.me platform (with a "Verified Purchase" badge to ensure that the transaction was actually made by the user) and through our official Trustpilot, Google Business Profile, and Meta profiles. We do not carry out any prior selection, arbitrary moderation, or removal of feedback based on the score received.

10. Intellectual Property Rights

All content on PetBoutique (texts, descriptions of the "Concept Store" products, graphics, logos) is the exclusive property of Rapan S.R.L. or its licensors (e.g., Barbour, Tavo). Copying the content, even in part, without written authorization is prohibited.

11. Limitation of Liability

The Owner shall not be liable for any delays or non-performance due to force majeure or errors entered by the user during the ordering process (e.g., incorrect address). Except in cases of willful misconduct or gross negligence, Rapan S.R.L. shall not be liable for indirect damages or data loss arising from the use of the website. The User agrees to indemnify and hold the Owner harmless from any claim arising from improper use of the service or violation of these Terms.

12. Applicable Law and Competent Court

These Terms are governed by Italian law. For any dispute with a Consumer, the competent court is the court of the user's place of residence. For Professional Users, the exclusive jurisdiction lies with the courts of Vicenza.

13. Right of Withdrawal (Supplement)

The Consumer has the right to withdraw from the contract within 14 days from physical possession of the goods.

  • Procedure: To exercise the right of withdrawal, an explicit communication by email to resi@petboutique.it is required. You may use the standard form provided at the bottom of this page.
  • Effects: The refund includes the price of the product and standard delivery costs. The direct costs of returning the goods are borne by the User.
  • Exceptions (Important): The right of withdrawal does not apply in the following cases selected by PetBoutique:
    • Sealed products that are not suitable for return for hygiene reasons or reasons related to health protection (e.g. shampoo and hygiene products opened after delivery).
    • Food products (e.g. Farmina) that are likely to deteriorate or expire quickly.
    • Products made to measure or customized.

14. Legal Guarantee of Conformity

All products sold to Consumers on PetBoutique are covered by the 24-month legal guarantee of conformity provided for by the Consumer Code.

  • The seller is liable for any lack of conformity existing at the time the goods are delivered.
  • In the event of a defect, the User is entitled to have conformity restored (repair or replacement) or, alternatively, to a price reduction or termination of the contract.

15. Dispute Resolution (ODR)

In the event of disputes, PetBoutique invites the User to seek an amicable resolution by contacting our Customer Care at servizioclienti@petboutique.it. If you act as a Consumer, you have the right to refer the matter to an alternative dispute resolution (ADR) body. The list of certified dispute resolution bodies in the Member States of the European Union is available on the European Commission's official website at the following address: europa.eu.

16. Amendments to the Terms

Rapan S.R.L. reserves the right to modify these Terms to adapt them to new product offerings or legislative changes. Continued use of the website implies acceptance of the new terms.

Attachment: Model Withdrawal Form

(Complete and send this form only if you wish to withdraw from the contract)

Addressee: Rapan S.R.L. – Via Sarson 161, 36061 Bassano Del Grappa (VI) – resi@petboutique.it

I/We hereby notify you of my/our withdrawal from my/our contract of sale for the following goods:

Ordered on: [Data]

Received on: [Data]

Consumer's name: _____________________________________________

Consumer's address: __________________________________________

 Date and Signature: _____________________________________________________