Welcome to the thickcottontug official website (www.thickcottontug.com). This website is operated by SpokojenyPes.cz s.r.o. (hereinafter referred to as “the Company”, “we”, “us”, or “our”). The Company is incorporated and registered in the Czech Republic under registration number 28772563 and VAT number CZ28772563, with its registered office and principal place of business located at Štětkova 1638/18, 14000 Praha 4 – Nusle.
These Terms of Service (hereinafter referred to as “Terms”) govern the access to and use of this website, as well as any purchase of products (including our cotton rope pet items and pet bedding) made by you as a consumer (hereinafter referred to as “you”, “your”, or “the Customer”) from this website.
Please read these Terms carefully before browsing the website or submitting an order. By placing an order on the website, you confirm that you have read, understood, and agreed to be bound by these Terms.
1. Scope and Contractual Parties
1.1 These Terms are specifically established for consumers residing within the European region. All sales contracts concluded through this website shall be entered into exclusively with SpokojenyPes.cz s.r.o. 1.2 By submitting an order, you confirm that you possess the legal capacity to enter into binding contracts under the laws of your country of residence.
2. Formation of Contract
2.1 The presentation of products, specifications, and prices on this website constitutes an invitation to treat and does not represent a legally binding offer by the Company. 2.2 By completing the checkout process and submitting an order, you are making a binding contractual offer to purchase the selected items from us. 2.3 Upon receipt of your order, our system will automatically transmit an acknowledgment email to the address you provided. This email merely acknowledges receipt of your order and does not constitute formal acceptance of your offer. 2.4 A binding purchase contract is concluded only when the ordered items are dispatched from our facility and we send you a formal dispatch notification containing tracking details.
3. Pricing and Payment
3.1 All product prices displayed on the website are valid at the time of ordering. We reserve the right to amend prices at any time; however, such amendments will not affect orders that have already been submitted and acknowledged. 3.2 You agree to pay the full price of the items along with any applicable delivery fees during the checkout process using the provided standard checkout channels. 3.3 All transaction data is processed using industry-standard encrypted networks. The Company does not retain, store, or view your complete banking credentials or core transaction account details.
4. Order Processing, Shipping, and Tracking
4.1 Delivery Partners: We cooperate with leading logistics service providers to ensure efficient delivery across Europe, primarily utilising priority channels such as DHL Priority, FedEx Priority, or UPS Priority. 4.2 Processing Time: Following successful payment confirmation, our warehouse will complete order verification, picking, inspection, and packaging within 1-2 working days. 4.3 Transit Time: Once the items depart from our warehouse located at Štětkova 1638/18, 14000 Praha 4 – Nusle, the estimated transit time to European destinations is 4-9 working days. 4.4 Automated Tracking Notifications: To keep you updated on the journey of your package, our system will automatically transmit status updates to your registered email address at the following key intervals:
Upon formal dispatch from our warehouse (including the tracking number);
Upon arrival of the package at the local distribution hub;
When the package is assigned to the local courier for final delivery. 4.5 Delay Management: If a delivery exceeds the standard transit times specified above, please contact our customer support via email at thickened@thickcottontug.com. We will initiate an official enquiry with the carrier within 48 hours. Based on the actual findings of the investigation, we will provide an appropriate resolution, which may include a full refund or a complimentary replacement shipment.
5. Transfer of Risk and Ownership
5.1 In strict compliance with the EU Consumer Rights Directive and relevant statutory regulations, the risk of damage to or loss of items during transit remains with the Company. 5.2 The ownership of the items and the risk of loss or damage shall only transfer to you at the moment when you, or a third party designated by you (other than the carrier), take physical possession of the items.
6. Statutory 14-Day Right of Withdrawal
6.1 In accordance with European consumer protection laws, consumers residing within the European Economic Area (EEA) have a statutory 14-day Right of Withdrawal without giving any reason. 6.2 The withdrawal period expires 14 days from the day on which you, or a third party designated by you (other than the carrier), receive physical possession of the items. 6.3 To exercise your right of withdrawal, you must notify us of your decision through an unequivocal statement sent via email to thickened@thickcottontug.com prior to the expiry of the 14-day period. 6.4 Following such notification, you must return the items within 14 days. Returned items must be in their original condition and suitable for resale. The direct cost of returning the items under this standard withdrawal right shall be borne by the consumer. We will reimburse the payment received from you upon receipt of the returned items or upon provision of proof that the items have been sent back.
7. Defective Items and Statutory Warranties
7.1 Under Czech and European statutory warranty requirements, if you receive items that possess manufacturing faults, have been damaged during transit, or do not match the description on our website, you are entitled to standard statutory remedies. 7.2 Simplified Return-Free Process: To minimise inconvenience, if an item arrives damaged or defective, you are not required to return the damaged item to our warehouse. You simply need to contact our customer support via email at thickened@thickcottontug.com within 14 days of receipt, providing clear photographic evidence of the issue. 7.3 Our support team will review the photographic evidence within 24 hours. Once confirmed, we will promptly arrange either a full refund for the affected order or a complimentary dispatch of a replacement item, according to your preference.
8. Limitation of Liability
8.1 The Company endeavours to maintain accurate information on the website and to perform its contractual duties in accordance with diligent commercial standards. 8.2 To the maximum extent permitted by applicable law, the Company shall only be liable for direct and foreseeable losses incurred by you resulting from our intentional misconduct or gross negligence. We shall not be held liable for any indirect, incidental, or consequential losses, loss of profit, or property damage resulting from third-party actions, events of force majeure, or the improper use of the products.
9. Governing Law and Dispute Resolution
9.1 These Terms, their interpretation, validity, and any disputes arising out of or in connection with contracts concluded under them, shall be governed exclusively by the laws of the Czech Republic, without prejudice to any mandatory consumer protection rights you enjoy under the laws of your country of residence. 9.2 Any disputes arising from or related to these Terms shall first be addressed through amicable negotiation between the parties. 9.3 If an amicable solution cannot be reached, you have the right to submit the dispute to the Czech Trade Inspection Authority (Česká obchodní inspekce – COI, website: www.coi.cz) for alternative dispute resolution (ADR). Additionally, the European Commission provides an Online Dispute Resolution (ODR) platform for consumers, accessible at http://ec.europa.eu/consumers/odr/.
10. Contact and Customer Support
For any enquiries regarding these Terms of Service or to request assistance with an order, please contact our support team through the official channels listed below. We aim to respond to all enquiries within 24-48 hours:
