Terms and Conditions
Last updated: 1 July 2026
These Terms and Conditions (“Terms”) explain the rules that apply when you use the Petsoria website (“Website”) or place an order with Petsoria.
Please read these Terms carefully before placing an order. By accessing our Website or placing an order, you agree to these Terms.
Petsoria is a trade name of Outlight Systems, registered in the Netherlands. Full business and contact details are provided at the end of these Terms.
1. Definitions
In these Terms:
- “We”, “our”, or “us” means Petsoria.
- “You”, “your”, or “customer” means any person who visits our Website or places an order.
- “Website” means the Petsoria online store and related pages.
- “Order” means a purchase request submitted through our Website.
- “Product” or “Products” means pet products and other items offered for sale through our Website.
- “Pet” includes dogs, cats, and other animals where a Product is specifically intended for them.
- “Business day” means Monday to Friday, excluding applicable public holidays.
2. Use of Our Website
You may use our Website to browse, learn about, and purchase pet Products offered by Petsoria.
You agree not to use our Website:
- For any unlawful or fraudulent purpose;
- In a way that could damage, disable, overload, or impair the Website;
- To interfere with another customer’s use of the Website;
- To attempt to gain unauthorised access to our systems or customer accounts;
- To copy, reproduce, distribute, or commercially exploit our content without permission;
- To submit false, misleading, fraudulent, or unauthorised information;
- To interfere with checkout, payment processing, security, or fraud-prevention systems.
To place an order, you must be at least 18 years old or have the permission and supervision of a parent or legal guardian, and you must have the legal capacity to enter into a purchase contract.
3. Intellectual Property
All content on our Website, including:
- Text
- Logos
- Branding
- Graphics
- Product photographs
- Illustrations
- Icons
- Product descriptions
- Page layouts
- Website design
- Videos
- Marketing materials
is owned by Petsoria, Outlight Systems, our licensors, or our content partners and is protected by applicable intellectual-property laws.
You may use the Website only for personal, non-commercial shopping purposes.
You may not reproduce, distribute, modify, publish, sell, license, or commercially use our Website content without prior written permission.
4. Orders and Order Acceptance
When you place an order through the Website, you are making an offer to purchase the selected Products at the price and on the terms displayed during checkout.
After submitting an order, you will normally receive an automatic order-confirmation email.
This confirmation means that we have received your order. It does not necessarily mean that your order has been finally accepted or dispatched.
We reserve the right to refuse, limit, or cancel an order where reasonably necessary, including where:
- A Product is unavailable;
- Payment cannot be authorised;
- The shipping address is incomplete, incorrect, or outside our delivery area;
- We suspect fraud, misuse, resale abuse, or unauthorised activity;
- An obvious pricing, stock, description, or technical error has occurred;
- We cannot reasonably fulfil the order;
- A Product has been discontinued;
- A payment provider flags the transaction for review.
If we cancel an order after payment has already been captured, we will issue an appropriate refund to the original payment method.
5. Pet Products and Product Information
Petsoria offers Products intended for dogs, cats, and pet owners.
Depending on our current catalogue, Products may include items relating to:
- Pet beds and comfort;
- Toys and enrichment;
- Leads, harnesses, collars, and walking accessories;
- Feeding and drinking;
- Travel and car accessories;
- Grooming and everyday care;
- Scratching products;
- Furniture protection;
- Pet accessories;
- Personalised pet products.
We make reasonable efforts to describe and display our Products accurately.
However, slight differences may occur due to:
- Photography;
- Lighting;
- Screen settings;
- Manufacturing variations;
- Materials;
- Product updates;
- Colour reproduction;
- Packaging updates.
Product images are intended to represent the Product as accurately as reasonably possible but may not always reproduce exact colours, textures, or proportions.
6. Product Sizes and Measurements
Where relevant, Products may include sizing information, measurements, weight guidance, or recommended dimensions.
You are responsible for reviewing the Product information before ordering and determining whether a Product is suitable for your individual pet.
Pet size can vary significantly depending on:
- Breed;
- Age;
- Weight;
- Body shape;
- Neck or chest circumference;
- Coat thickness;
- Individual anatomy.
Size guides are provided as guidance and do not guarantee that a particular Product will fit every pet of a stated breed or weight.
Where possible, we recommend measuring your pet before purchasing size-dependent Products such as harnesses, collars, clothing, beds, carriers, or travel Products.
7. Pet Safety and Product Use
You are responsible for using Products appropriately and according to their intended purpose.
Pets differ significantly in:
- Size;
- Strength;
- Behaviour;
- Chewing habits;
- Play style;
- Age;
- Health;
- Mobility;
- Individual preferences.
No pet Product is suitable for every animal.
You should inspect a Product before first use and regularly thereafter.
Do not allow your pet to continue using a Product that has become:
- Torn;
- Cracked;
- Broken;
- Frayed;
- Loose;
- Excessively worn;
- Damaged in a way that may create a hazard.
Pet toys and similar Products should be used with appropriate supervision, particularly where your pet is prone to aggressive chewing, tearing, or swallowing objects.
Small parts may present a choking or ingestion risk for some animals.
Where a Product contains sizing, weight, age, or usage recommendations, you should follow those instructions.
Petsoria is not responsible for injury, damage, or loss resulting from misuse, inappropriate use, failure to supervise where supervision is reasonably required, failure to inspect the Product, or continued use of a visibly damaged Product, except where liability cannot legally be excluded.
8. Product Suitability
It is your responsibility to determine whether a Product is appropriate for your individual pet.
A Product not being preferred by a particular animal does not necessarily mean that the Product is faulty.
For example, individual dogs and cats may respond differently to:
- Beds;
- Toys;
- Feeding accessories;
- Scratching Products;
- Enrichment Products;
- Harnesses;
- Travel accessories.
Nothing on our Website should be interpreted as veterinary, medical, behavioural, or other professional advice unless explicitly stated otherwise.
If your pet has a medical condition or special physical requirements, you should seek appropriate professional advice before using Products that may affect their health or wellbeing.
9. Product Availability
Product availability is not guaranteed until your order has been successfully processed.
If a Product becomes unavailable after you place an order, we may:
- Cancel the affected Product and issue a refund;
- Contact you regarding an alternative Product;
- Offer another appropriate solution.
We will not intentionally substitute a materially different Product without informing you.
10. Prices and Currency
Prices on the Petsoria Website are generally displayed in U.S. Dollars (USD / $) for customers shopping in the United States.
The applicable price and currency will be displayed before you complete checkout.
Prices may change from time to time.
A price change does not normally affect an order that has already been accepted, except where an obvious pricing or technical error has occurred.
Applicable taxes, shipping charges, discounts, and the final amount payable will be displayed during checkout where applicable.
11. Payment
Payment is generally required when placing your order unless an alternative payment arrangement is offered during checkout.
Available payment methods may include:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Klarna or other pay-later methods where available
- Other payment methods displayed during checkout
Not all methods are available to every customer.
Payments are processed through third-party payment providers.
Petsoria does not store complete card or bank-account information on its own servers.
For additional information, please review our Payment Policy.
12. Pricing Errors
We make reasonable efforts to ensure prices and Product information are accurate.
However, errors may occasionally occur.
If a Product is displayed at an obviously incorrect price because of a technical, administrative, or typographical error, we reserve the right to cancel the affected order.
If payment has already been collected, the applicable amount will be refunded to the original payment method.
13. Shipping and Delivery
Petsoria currently primarily ships to the:
United States
Orders are generally processed within:
1–3 business days
After dispatch, estimated delivery is generally:
United States: 6–10 business days
The usual total estimated timeframe from placing an order is therefore approximately:
7–13 business days
These timeframes are estimates rather than guaranteed delivery dates.
Delivery may be affected by circumstances including:
- Carrier delays;
- Customs or import processing;
- Severe weather;
- Public holidays;
- High shipping volumes;
- Transportation disruptions;
- Incorrect delivery information;
- Events outside our reasonable control.
Petsoria currently offers free standard shipping on U.S. orders, unless otherwise stated during checkout.
Tracking information will be provided after dispatch where available.
For complete information, please review our Shipping Policy.
14. Fulfilment Locations
Petsoria works with a network of suppliers, manufacturers, warehouses, and fulfilment partners.
Depending on:
- Product availability;
- Inventory location;
- Destination;
- Logistics;
- Product type,
orders may be fulfilled from different locations.
Some Products may be shipped from fulfilment facilities located outside the United States.
Products within the same order may occasionally be dispatched separately and arrive in different packages.
In such cases, you may receive multiple tracking numbers or shipping updates.
15. Customs, Duties, and Import Charges
Depending on:
- Shipping origin;
- Delivery destination;
- Order value;
- Applicable laws and customs rules,
certain shipments may be subject to customs duties, taxes, import charges, or carrier handling fees.
Where applicable, taxes or charges may be collected during checkout.
Any legally applicable import or customs charges that are not collected at checkout may be payable by the customer.
Shipments must be declared in accordance with applicable laws.
We cannot falsely declare Products as gifts or intentionally undervalue shipments.
Please review our Shipping Policy for additional information.
16. Returns and Refunds
Petsoria offers a 30-day return window for eligible Products.
In general:
- A return must be requested within 30 days of delivery;
- Products must be returned in eligible condition;
- Products should generally be unused and clean;
- Products should be free from pet hair, saliva, odours, chewing, scratches, stains, or other significant signs of use;
- Relevant accessories, parts, labels, and packaging should be included where reasonably possible;
- Certain Products may be excluded from return for hygiene, personalisation, safety, or other legitimate reasons.
Customers are generally responsible for return shipping costs for unwanted Products.
Where a Product arrived damaged, defective, or incorrect, we will provide an appropriate remedy at no additional cost where applicable.
Please contact:
before sending any Product back.
The correct return address may differ from our registered office.
For full conditions, please review our Return & Refund Policy.
17. Damaged, Defective, or Incorrect Products
If a Product arrives damaged, defective, or materially different from the Product ordered, please contact us promptly.
We may ask you to provide:
- Your order number;
- A description of the issue;
- Photographs of the Product;
- Photographs of the packaging where relevant.
If the issue is confirmed, we may provide an appropriate remedy, such as:
- Replacement;
- Refund;
- Return at our cost;
- Another suitable resolution.
You should stop using any Product that appears defective or unsafe.
18. Order Cancellation
If you wish to cancel an order, contact:
as soon as possible.
If the order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to cancel it.
Once the order has been processed or shipped, cancellation may no longer be possible.
You may instead be able to request a return after delivery in accordance with our Return & Refund Policy.
19. Failed Delivery and Incorrect Addresses
You are responsible for providing a complete and accurate delivery address during checkout.
Please carefully check:
- Recipient name;
- Street address;
- Apartment or unit number;
- City;
- State;
- ZIP code;
- Contact information.
If delivery fails because:
- The address was incorrect;
- The address was incomplete;
- Delivery was refused;
- The Product was not collected;
- The carrier could not complete delivery because of customer-provided information,
the package may be returned to us or to our fulfilment partner.
Where legally permitted, reasonable shipping, return, or carrier charges resulting from such circumstances may be deducted from an applicable refund.
This does not apply where the failed delivery resulted from our error.
20. Promotions and Discount Codes
Petsoria may occasionally offer:
- Promotional codes;
- Discounts;
- Bundles;
- Special offers;
- Seasonal promotions;
- Other incentives.
Promotions may be subject to additional conditions including:
- Expiration dates;
- Minimum purchase requirements;
- Product exclusions;
- Geographic restrictions;
- One-use-per-customer restrictions.
Unless otherwise stated, discount codes must be entered before completing checkout and cannot normally be applied retroactively to an existing order.
We may modify, suspend, or cancel promotions where reasonably necessary because of:
- Fraud;
- Abuse;
- Technical errors;
- Pricing errors;
- Operational issues.
21. Reviews and Customer Content
Where Petsoria allows customers to submit reviews, photographs, videos, or other content, you are responsible for ensuring that the content you submit:
- Is accurate to the best of your knowledge;
- Does not violate another person’s rights;
- Does not contain unlawful, abusive, defamatory, or fraudulent material;
- Does not contain unnecessary personal or sensitive information.
By voluntarily submitting content for publication, you grant us a non-exclusive right to display, reproduce, and use that content for operating and promoting Petsoria, subject to applicable law and our Privacy Policy.
We may moderate or remove content that violates these Terms or applicable laws.
22. Website Availability and Errors
We aim to keep the Petsoria Website functioning accurately and reliably.
However, we do not guarantee that it will always be:
- Available;
- Uninterrupted;
- Completely error-free;
- Free of technical issues;
- Fully up to date.
We may update:
- Products;
- Pricing;
- Availability;
- Website functionality;
- Product descriptions;
- Policies;
- Collections;
- Content
at any time.
If an error materially affects an existing order, we will make reasonable efforts to contact you and provide an appropriate resolution.
23. Third-Party Services
Our Website may interact with third-party services, including:
- Payment providers;
- Shipping carriers;
- Tracking platforms;
- Social media platforms;
- Analytics providers;
- Advertising providers;
- Other external services.
Third-party websites and services operate under their own terms, policies, and security practices.
Petsoria is not responsible for independent third-party websites or services except to the extent responsibility cannot legally be excluded.
24. Privacy and Cookies
Personal information is processed in accordance with our Privacy Policy.
Our Privacy Policy explains:
- What personal information we collect;
- Why we use it;
- Who it may be shared with;
- How long we retain it;
- What privacy rights may apply.
Our use of cookies and similar technologies is explained in our Cookie Policy.
25. Limitation of Liability
To the fullest extent permitted by applicable law, Petsoria and Outlight Systems will not be liable for indirect, incidental, special, or consequential losses arising from use of the Website or Products.
Where legally permitted, our total liability relating to an individual order will generally not exceed the amount paid for that order.
We are not responsible for damage resulting from:
- Deliberate misuse;
- Improper use;
- Failure to follow Product instructions;
- Failure to supervise a pet where supervision is appropriate;
- Continued use of a damaged Product;
- Normal wear and tear;
- Unauthorised modifications to a Product.
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.
This includes any liability that cannot legally be excluded for fraud, fraudulent misrepresentation, or other matters subject to mandatory law.
26. Consumer Rights
Nothing in these Terms is intended to remove or restrict mandatory consumer rights available to you under applicable law.
Customers located in the United States may have additional rights under applicable federal or state consumer-protection laws.
Where mandatory law provides rights that are more favourable than these Terms or our store policies, those mandatory rights will apply.
27. Force Majeure
We are not responsible for delays or failure to perform obligations where caused by events outside our reasonable control.
These may include:
- Natural disasters;
- Severe weather;
- War;
- Terrorism;
- Civil unrest;
- Strikes;
- Pandemics;
- Government restrictions;
- Customs disruptions;
- Carrier disruption;
- Transportation interruption;
- Supplier interruption;
- Power outages;
- Internet or technical outages;
- Other events outside our reasonable control.
If such an event affects your order, we will make reasonable efforts to provide information and resolve the situation.
28. Complaints
If you have a complaint regarding:
- Your order;
- A Product;
- Shipping;
- Delivery;
- A return;
- A refund;
- Customer support;
- Another aspect of Petsoria,
please contact us at:
Please include your order number where applicable and a clear description of the issue.
We aim to acknowledge complaints within 2 business days and resolve them within 14 days where reasonably possible.
Certain matters, such as carrier investigations, may require additional time.
29. Changes to These Terms
We may update these Terms from time to time to reflect changes in:
- Our business;
- Products;
- Website;
- Fulfilment arrangements;
- Policies;
- Technology;
- Applicable laws.
When these Terms are updated, we will revise the “Last updated” date at the top of this page.
The Terms in effect when you place an order will generally apply to that order, subject to mandatory legal requirements.
30. Governing Law
These Terms are generally governed by the laws of the Netherlands.
However, this does not remove any mandatory consumer-protection rights that apply based on your place of residence.
If you are located in the United States, applicable federal or state consumer-protection laws may provide additional rights.
Nothing in these Terms is intended to limit rights that cannot legally be waived.
31. Severability
If any part of these Terms is determined by a court or competent authority to be invalid, unlawful, or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.
32. Entire Agreement
These Terms, together with our applicable store policies, form the agreement governing purchases through Petsoria.
Relevant policies may include:
- Shipping Policy
- Return & Refund Policy
- Payment Policy
- Privacy Policy
- Cookie Policy
33. Who We Are
Petsoria is a trade name of Outlight Systems, registered in the Netherlands.
Brand Name:
Petsoria
Legal Company:
Outlight Systems
Registered Office:
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands
Chamber of Commerce Number (KvK):
42045311
VAT Number:
NL869455904B01
Telephone Number:
+31 6 51691724
Contact Email:
support@petsoria.com
34. Contact Us
For questions about these Terms, your Petsoria order, pet Products, shipping, returns, refunds, payments, or our store, please contact us:
Email:
support@petsoria.com
Postal Address:
Petsoria
c/o Outlight Systems
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands
Telephone Number:
+31 6 51691724
Customer Service Hours:
Monday–Friday: 09:00–17:00 CET/CEST
Saturday–Sunday: 09:00–13:00 CET/CEST
Average Response Time:
We aim to respond within 24 hours.