General Terms and Conditions InnoPet

InnoPet B.V., version September 2026

These general terms and conditions apply to purchases by consumers via innopet.pet, our English-language webshop for customers in European countries where InnoPet does not yet have a local webshop, and to purchases in our showroom in Nieuwegein, the Netherlands.

Article 1. Definitions

In these terms:

1. Cooling-off period: the period within which you can exercise your right of withdrawal.
2. Consumer: a natural person who is acting for purposes that are outside his or her trade, business, craft or profession.
3. Day: calendar day.
4. Durable medium: any instrument, including e-mail, that enables you or us to store information addressed to you personally in a way that allows future consultation and unchanged reproduction.
5. Right of withdrawal: the possibility to withdraw from the distance contract within the cooling-off period without giving a reason.
6. Withdrawal function: the online function in our returns portal with which you notify us of your withdrawal.
7. Model withdrawal form: the European model form included as annex 1 to these terms.
8. Distance contract: a contract concluded between you and us via the webshop, without our simultaneous physical presence.
9. Returns portal: the online environment in which you notify us of a withdrawal and create a return shipment, accessible via innopet.pet and via the link in our returns conditions.
10. Returns conditions, warranty conditions and privacy statement: the separate InnoPet documents that apply alongside these terms and that you can find on innopet.pet.
11. Webshop: innopet.pet.
12. InnoPet, we, us, our: InnoPet B.V.
13. You, your: the consumer.

Article 2. Identity of the trader

InnoPet B.V.
Overijsselhaven 3-3A
3433 PH Nieuwegein, the Netherlands

Telephone: +31 (0)85 079 60 12
E-mail: support@innopet.nl
Help centre: service.innopet.nl
Chamber of Commerce (KvK) number: 85943339
VAT identification number: NL863796114B01
Statutory director: Mr. S.B. Maijer

Article 3. Applicability

1. These terms apply to every offer InnoPet makes to consumers and to every distance contract concluded between you and us. For purchases in our showroom, these terms apply to the extent described in article 17.
2. Before you place an order, we make these terms available to you. You can read, save and print them on the webshop. You receive them again by e-mail with your order confirmation, so you can always find them.
3. Our returns conditions, warranty conditions and privacy statement apply alongside these terms. If those documents contradict each other, the provision that gives you the most rights as a consumer prevails.
4. Arrangements that deviate from these terms are only valid if we have confirmed them in writing.
5. Business customers buy through our dealer portal under our dealer terms. Article 17 describes what applies if a business customer nevertheless orders through the webshop.

Article 4. The offer

1. If an offer has a limited period of validity or is subject to conditions, we state this clearly in the offer.
2. We describe our products completely and accurately so you can assess the offer properly. Images are a true representation of the products. Colours may differ slightly on a screen.
3. The cabin dimensions we state for pet strollers and bike trailers are inside measurements, taken at the highest point. Because the mesh slopes, the actual entry space can be slightly tighter. The maximum load per product is stated on the product page and in the manual.
4. Obvious mistakes or errors in the offer, such as a price that is clearly incorrect, are not binding on us.
5. Every offer contains the information you need to know what you are buying and what your rights and obligations are: the main characteristics of the product, the price including VAT, the delivery costs, how the contract is concluded, the payment methods, delivery and the right of withdrawal.

Article 5. The contract

1. The contract is concluded at the moment you accept our offer and meet the associated conditions.
2. The ordering process works as follows: you place products in the shopping basket, enter your details, choose a shipping and payment method, check your order and can correct any errors, agree to these terms and complete the order with the button that indicates that your order entails an obligation to pay.
3. We confirm your order immediately by e-mail. As long as you have not received that confirmation, you can cancel the contract.
4. We provide a secure web environment and secure electronic payment through our payment provider Mollie.
5. Within the limits of the law, we may check whether you can meet your payment obligations and whether there are other facts or circumstances that make it irresponsible to accept an order. If we refuse an order, we will tell you why.
6. At the latest upon delivery, you receive on a durable medium: our address and where you can send complaints, the conditions and manner of exercising your right of withdrawal, including the model withdrawal form, information about warranty and service, the price, delivery costs and payment method, and these general terms.

Article 6. Right of withdrawal and cooling-off period

1. You have the legal right to withdraw from a purchase made through the webshop within 14 days without giving a reason. InnoPet extends that cooling-off period to 30 days in total. These 30 days apply to all products, including sale items, spare parts and accessories.
2. The cooling-off period starts on the day after you, or a third party designated by you who is not the carrier, receive the product. If you order several products in one order, the cooling-off period starts on the day after you receive the last product. If a product is delivered in several shipments, the cooling-off period starts on the day after you receive the last shipment.
3. We may ask you for the reason for your withdrawal, but you are not obliged to give one.
4. Days 15 to 30 are subject to the same conditions as the statutory cooling-off period.

Article 7. Your obligations during the cooling-off period

1. During the cooling-off period, you handle the product and its packaging with care. You only unpack and use the product to the extent necessary to establish its nature, characteristics and functioning. The principle is that you may inspect and try the product as you would in a shop. Unpacking, assembling, folding and letting your dog get used to it indoors is therefore fine. Using the product outdoors, or using it for longer than necessary, goes beyond what is needed.
2. You are liable for any diminished value of the product resulting from handling that goes beyond what is described in paragraph 1. Our returns conditions explain how we assess diminished value.
3. You are not liable for diminished value if we did not provide you with all legally required information about the right of withdrawal before or at the conclusion of the contract.

Article 8. Exercising the right of withdrawal

1. If you want to exercise your right of withdrawal, you notify us within the cooling-off period in one of these ways:
   1. via the withdrawal function in our returns portal, accessible via the link “Returns and withdrawal” at the bottom of every page of innopet.pet and via our returns conditions;
   2. with the model withdrawal form (annex 1), by e-mail to support@innopet.nl or by post;
   3. with any other unambiguous statement by e-mail to support@innopet.nl.
2. If you notify us via the withdrawal function, you immediately receive an acknowledgement of receipt by e-mail stating the content, date and time of your notification.
3. You send the product back to us, or hand it in to us, as soon as possible and no later than 14 days after the day of your notification. You return the product with all accessories supplied and, as far as reasonably possible, in its original condition and packaging, following the instructions in our returns conditions and the returns portal.
4. The risk and the burden of proof for the correct and timely exercise of the right of withdrawal lie with you. Therefore keep the proof of postage of your return shipment.
5. The direct cost of returning the product is for your account. The amount depends on the country and the carrier and is shown in the returns portal before you confirm your return. If you return a product because it arrived defective or damaged, or because we delivered the wrong product, we bear the return costs. In that case, contact us first so we can send you a free return label.

Article 9. Our obligations in the event of withdrawal

1. We acknowledge receipt of your withdrawal without delay.
2. We refund all payments you have made, including the delivery costs we charged you for the outbound shipment. If you chose a more expensive delivery method than the cheapest standard delivery we offer, we do not have to refund the additional costs. If you return only part of your order, we do not refund the outbound delivery costs.
3. We refund within 14 days after we have received the product back in our warehouse. By law, we may withhold the refund until we have received the product back or until you have supplied evidence of having sent it back. If you supply evidence that you have sent the product back, for example the carrier’s drop-off receipt, we refund no later than 14 days after the day of your withdrawal notification, even if the parcel is still on its way at that moment.
4. We refund using the same means of payment you used, unless you expressly agree to a different method, for example because you choose an exchange or a gift voucher in the returns portal. We do not charge any fee for the refund.
5. If there is diminished value as referred to in article 7, we deduct it from the refund. We explain this to you by e-mail and substantiate it with photos.

Article 10. Exclusion of the right of withdrawal

The right of withdrawal does not apply to products made to your specifications or clearly personalised, nor to sealed products which are not suitable for return for reasons of health protection or hygiene and which were unsealed after delivery. We always state an exclusion clearly with the product, before you order. For purchases in our showroom, article 17 applies.

Article 11. The price

1. All prices include VAT and exclude delivery costs. Prices in the webshop are calculated with the Dutch VAT rate of 21%. If we deliver to another EU country, the VAT rate of the country of delivery applies. As soon as you enter your delivery address in the checkout, we adjust the VAT and therefore the total price to that rate. The price may therefore be slightly higher or lower than the price on the product page. The final total price, including VAT and delivery costs, is always shown before you confirm your order. Delivery costs are shown in the shopping basket and in the checkout before you order.
2. During the period of validity of an offer we do not increase the price, except when the price changes as a result of a change in the VAT rate.
3. When we reduce a price, we state the lowest price we applied to that product in the 30 days before the reduction.
4. The prices in the webshop apply to delivery in the countries you can select in the checkout.

Article 12. Conformity and warranty

1. We guarantee that the products conform to the contract, to the specifications stated in the offer, to reasonable requirements of soundness and usability, and to the legal provisions in force on the date the contract is concluded. This is your legal guarantee.
2. If a product does not conform to the contract, you are entitled to free repair or replacement within a reasonable time and without significant inconvenience. If that is not possible, or if we cannot do so within a reasonable time, you are entitled to a price reduction or to cancel the contract. A defect that becomes apparent within twelve months after delivery is presumed to have existed at the time of delivery, unless the nature of the product or of the defect makes this incompatible. In some EU countries the law provides a longer period; in that case the law of your country of residence applies.
3. If you discover a defect, let us know as soon as possible, preferably within two months of discovery, via support@innopet.nl or our help centre.
4. In addition to the legal guarantee, InnoPet provides a 24-month manufacturer’s warranty. It runs at the same time as the legal guarantee and does not extend the period, but it goes further in content: you can contact InnoPet directly, even after buying from a dealer, the warranty is transferable and it applies throughout the EU, the EEA and the United Kingdom. The content, coverage and exclusions are set out in our warranty conditions. The manufacturer’s warranty is an extra service and never limits your legal rights.
5. Our warranty conditions also describe which damage is not covered, such as normal wear and tear, damage caused by use contrary to the manual and damage caused by animals. The legal guarantee does not apply to such damage either, because the product is not defective in that case.

Article 13. Delivery

1. We take the greatest possible care when receiving and executing orders.
2. We deliver to the address you provided when ordering. Please check that address carefully; the costs of a new shipment caused by an incorrect address are for your account.
3. Orders placed and paid on a working day before 13:00 (CET) are shipped the same working day, while stocks last. The expected delivery time per country is shown in the checkout and in the order confirmation. That time is an indication. In any event we deliver within 30 days after your order, unless we have agreed a different period with you. If we cannot meet that, we inform you and you may cancel the contract free of charge. We then refund everything you paid within 14 days.
4. We ship with carriers including PostNL, DHL and DPD. You receive a track and trace code as soon as your order has been shipped.
5. The risk of damage to or loss of the product passes to you at the moment the product is delivered to you or to a third party designated by you.
6. Check the shipment on receipt. If the packaging or the product is damaged, report it as soon as possible, preferably within two working days and with photos, via support@innopet.nl. That allows us to solve it quickly and to raise the damage with the carrier.
7. We may deliver an order in parts. We do not charge additional delivery costs for that.

Article 14. Payment

1. You pay for your order during the ordering process via our payment provider Mollie. The available payment methods are shown in the checkout. They include Wero, credit card, PayPal and Klarna; availability may differ per country.
2. If you choose Klarna, Klarna’s terms apply in addition to these terms. Klarna decides itself whether you can use pay later.
3. If you notice inaccuracies in the payment details you provided or in the details we stated, let us know immediately.
4. If you do not pay an outstanding amount on time, we first send you a reminder and give you a further 14 days to pay. If you still do not pay, we are entitled to charge statutory interest and the extrajudicial collection costs permitted by law.

Article 15. Complaints

1. If you have a complaint about a product, our service or the performance of the contract, let us know via support@innopet.nl or via our help centre at service.innopet.nl. Describe your complaint as completely and clearly as possible and report it within a reasonable time after you discovered the problem.
2. We respond within 14 days of receiving your complaint. If we need more time, we tell you within those 14 days when you can expect a substantive answer.
3. We always try to resolve a complaint together with you first. If that does not succeed within four weeks, you can submit the dispute as described in article 16.

Article 16. Disputes

1. Contracts between you and us are governed by Dutch law. If you live in another country of the European Union, you keep the protection of the mandatory consumer law of that country.
2. You can always submit a dispute to the competent court. As a consumer, you may choose the court of your own place of residence.

Article 17. Purchases in the showroom and business customers

1. You can also view, try and buy our products in our showroom in Nieuwegein. The statutory right of withdrawal does not apply to a purchase in the showroom, because you were able to assess the product on the spot. As a service, we also offer a 30-day return right for showroom purchases, under the same conditions as our returns conditions.
2. Business customers buy through our dealer portal under our dealer terms. If a business customer nevertheless orders through the webshop, no right of withdrawal applies, statutory consumer protection does not apply and business use is excluded from the manufacturer’s warranty.

Article 18. Safe use of our products

1. Use our products in accordance with the manual, which is supplied with the product and can also be found on service.innopet.nl. Respect the maximum load, use the safety harness and never leave your dog unattended in a pet stroller or bike trailer.
2. Our bike trailers are designed for use behind a regular bicycle. The coupling fits bicycle axles up to 10 mm thick. We deliberately do not offer an adapter for e-bikes, because we do not consider e-bike speeds safe for a dog in a bike trailer.
3. Damage caused by use contrary to the manual is not covered by the warranty.

Article 19. Liability

We are liable in accordance with the law. Nothing in these terms limits the rights you have as a consumer under the law.

Article 20. Reviews and intellectual property

1. Reviews on our webshop come from customers who bought the product from us. Each review is linked to a purchase and can only be submitted once per purchase and per IP address. We publish positive and negative reviews and only remove reviews that are offensive, unrelated to the product or contain personal data of others. We do not pay for reviews.
2. All texts, photos, videos and logos on the webshop are the property of InnoPet or our licensors. You may use them to consider a purchase, but not copy or distribute them for other purposes without our permission.

Article 21. Changes to these terms and final provisions

1. We may change these terms. The terms that apply to an order are those in force at the moment you place the order. The version date is stated at the top.
2. If a provision of these terms is void or voidable, the other provisions remain in force. The void provision is replaced by a provision that comes as close as possible to its purpose.
3. These terms are a translation of our Dutch general terms and conditions. In the event of differences between the Dutch text and this translation, the Dutch text prevails, unless the law of your country of residence provides otherwise.
4. How we handle your personal data is explained in our privacy statement.

Annex 1. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You can also notify us of your withdrawal via the withdrawal function in our returns portal.

To: InnoPet B.V., Overijsselhaven 3-3A, 3433 PH Nieuwegein, the Netherlands, support@innopet.nl

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Order number:

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

E-mail address:

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.