Terms of service
# TERMS OF SALE
**Last updated: September 25, 2026**.
By placing an order, you confirm that you have read and accepted these Terms of Sale, our Shipping Policy, Refund Policy, Privacy Policy, and Terms of Service.
## 1. Seller Information
The products offered on this website are sold by:
**Registered address:** 65 Route de Beaujeu, 69220, France
**Email:** Kingsleylaneclients@use.startmail.com
**Website:** https://viralmust.com
## 2. Scope
These Terms of Sale apply to orders placed by consumers through our website.
You must be at least 18 years old or have the authorization of a parent or legal guardian to place an order.
These Terms apply without limiting any mandatory consumer rights granted under the laws of the customer’s country of residence.
## 3. Product Information
We make reasonable efforts to present our products accurately, including their main characteristics, materials, colors, dimensions, and intended use.
Colors and product appearance may vary slightly depending on screen settings, lighting, manufacturing batches, or photography. These minor differences do not constitute a defect unless the product materially differs from its description.
Customers must review the product description, dimensions, pet-size recommendations, and safety instructions before purchasing or using the product.
## 4. Product Use and Pet Safety
CuddleMew products must be used according to their intended purpose and any instructions provided.
Customers are responsible for:
- Selecting a suitable size for their pet;
- Checking all straps, buckles, openings, and fastenings before use;
- Ensuring that the product is properly adjusted;
- Supervising their pet while the carrier is being used;
- Discontinuing use if the pet shows signs of distress or discomfort; and
- Not using a damaged or excessively worn product.
The carrier is not a substitute for appropriate veterinary advice, a vehicle safety restraint, or an airline-approved transport crate unless expressly stated in the product description.
Nothing in this section excludes our liability for a defective or non-compliant product where liability cannot legally be excluded.
## 5. Prices
Product prices are displayed in the currency selected or shown during checkout.
Applicable taxes and shipping charges will be shown before the order is confirmed. Customs duties and import charges are included only where expressly indicated during checkout or in our Shipping Policy.
We may change prices at any time. Price changes do not affect orders that have already been accepted.
If an obvious pricing or technical error occurs, we may cancel the affected order and issue a full refund.
## 6. Placing an Order
To place an order, customers must:
1. Select the product and any available options;
2. Add the product to the cart;
3. Provide accurate contact, billing, and delivery information;
4. Select an available payment method;
5. Review the order; and
6. Confirm payment and submit the order.
Customers will receive an order-confirmation email. This confirmation acknowledges receipt of the order but does not prevent us from carrying out payment, fraud, inventory, or address checks.
We may refuse or cancel an order because of:
- Product unavailability;
- An obvious pricing or description error;
- Suspected fraud or unauthorized payment;
- Incomplete or incorrect customer information;
- Delivery restrictions; or
- Suspected commercial resale.
If we cancel an order after payment has been collected, the amount charged will be refunded to the original payment method.
## 7. Payment
Payment is due in full when the order is placed.
Payments are processed securely through Shopify Payments or another payment provider available during checkout. CuddleMew does not directly store complete payment-card details.
Available payment methods are displayed at checkout. The payment provider may carry out authorization and fraud-prevention checks.
An order may be delayed or cancelled if payment is refused, reversed, or cannot be verified.
## 8. Order Changes and Cancellations
If you need to change or cancel an order, contact us immediately at Kingsleylaneclients@use.startmail.com
We will attempt to accommodate the request, but cancellation or modification cannot be guaranteed after the order has entered processing or been transferred to a fulfillment partner.
If an order can no longer be cancelled, you may use any applicable return or withdrawal rights after receiving it.
## 9. Processing and Delivery
Orders are normally processed within **1–3 business days**.
Estimated delivery after processing is **6–10 business days**. Delivery times are estimates and may be affected by carriers, customs procedures, severe weather, public holidays, incorrect address information, or other circumstances outside our reasonable control.
Orders may be shipped directly by an external supplier or fulfillment warehouse. Multiple products may arrive in separate packages.
Complete shipping conditions are available in our Shipping Policy.
If we fail to deliver within an agreed or legally required period, customers retain all remedies available under applicable consumer law.
## 10. Delivery Address
Customers must provide an accurate and complete delivery address.
CuddleMew is not responsible for delays caused by incomplete or incorrect information provided by the customer. If a package is returned because of an address error, refusal, or failure to collect it, reasonable reshipping or return costs may apply where permitted by law.
Responsibility for the product passes to the consumer when the consumer, or a person designated by the consumer other than the carrier, physically receives the product.
## 11. Right of Withdrawal for European Consumers
Consumers located in the European Union or European Economic Area generally have the right to withdraw from an online purchase within **14 calendar days** without providing a reason.
For physical products, the withdrawal period begins on the day the consumer, or a person designated by the consumer, receives the product.
To exercise this right, you must send a clear withdrawal request before the 14-day period expires to:
Kingsleylaneclients@use.startmail.com
You may use the withdrawal form included at the end of these Terms, but its use is not mandatory.
After notifying us, the product must be returned within 14 days. Do not return a product without first contacting us for return instructions and the correct return address.
Unless the product is defective, incorrect, or otherwise required by law, the customer is responsible for the direct cost of returning the product.
The customer may inspect the product as they would in a physical store but may be responsible for any loss in value resulting from handling beyond what is necessary to establish its nature, characteristics, and operation.
## 12. Refunds Following Withdrawal
When a valid withdrawal request is made, we will refund the payments received for the returned product, including the least expensive standard delivery option originally offered, where required by law.
Additional delivery costs resulting from the customer selecting a more expensive delivery method are not refundable unless required by law.
The refund will be made using the original payment method within 14 days after we are informed of the withdrawal. We may withhold the refund until the returned product is received or until the customer provides evidence that it has been sent back, whichever occurs first.
Banking or payment-provider processing times may apply after the refund is issued.
## 13. Commercial 90-Day Money-Back Guarantee
When expressly advertised on the product page at the time of purchase, the order is covered by CuddleMew’s **90-Day Money-Back Guarantee**.
A request under this commercial guarantee must be submitted within 90 calendar days of delivery by contacting **snugglepupclients@use.startmail.com** and providing the order number.
Eligibility, product-condition requirements, return instructions, and any applicable return costs are governed by our Refund Policy and the guarantee terms displayed at the time of purchase.
This commercial guarantee is additional to—and does not replace, restrict, or shorten—the customer’s statutory right of withdrawal or legal warranty rights.
## 14. Returns and Exchanges
Return requests must be approved before a product is sent back. Products returned without authorization or to an unauthorized address may not be accepted.
Customers must follow the instructions provided by our support team. The return address may differ from the registered business address because orders may be fulfilled by an external warehouse.
We do not guarantee direct exchanges. Where an exchange is unavailable, the customer may return the eligible product and place a new order.
Further details are provided in our Refund Policy.
## 15. Damaged, Defective, or Incorrect Products
Customers should inspect their order after delivery.
If a product arrives damaged, defective, incomplete, or different from the item ordered, contact us promptly at **snugglepupclients@use.startmail.com**.
Please provide:
- Your order number;
- A description of the issue;
- Clear photographs or video of the product;
- Photographs of the packaging; and
- A photograph of the shipping label, where available.
After reviewing the claim, we will provide an appropriate remedy, which may include repair, replacement, a price reduction, or a refund, in accordance with applicable law.
Return costs for a confirmed defective, damaged, or incorrect product will not be charged to the customer where prohibited by law.
## 16. Legal Guarantee of Conformity
Consumers covered by French or European consumer law benefit from the statutory guarantee of conformity.
For new goods, claims under the French legal guarantee of conformity may generally be brought within **two years from delivery**.
Where the product is not in conformity, the consumer may be entitled to repair or replacement without charge. If repair or replacement is impossible, disproportionate, excessively delayed, or causes significant inconvenience, the consumer may be entitled to an appropriate price reduction or termination of the sale, subject to applicable law.
This legal guarantee applies independently of any commercial guarantee offered by CuddleMew.
## 17. Hidden Defects
Customers may also benefit from the French legal guarantee against hidden defects under Articles 1641 and following of the French Civil Code.
A hidden defect is a defect that existed at the time of purchase, was not apparent, and makes the product unfit for its intended use or significantly reduces its usefulness.
Depending on the circumstances, the customer may choose to return the product for a refund or retain it and request a price reduction, subject to applicable law.
## 18. Limitations of Liability
To the fullest extent permitted by law, CuddleMew is not responsible for damage resulting from:
- Improper use of the product;
- Failure to follow instructions or size recommendations;
- Normal wear and tear;
- Unauthorized alterations;
- Negligent supervision of an animal;
- Use of a damaged product; or
- Events outside our reasonable control.
Nothing in these Terms excludes or limits liability for fraud, gross negligence, death or personal injury caused by negligence, defective products where statutory liability applies, or any other liability that cannot legally be excluded.
For consumers, these Terms do not limit mandatory statutory rights.
## 19. Force Majeure
CuddleMew will not be responsible for a delay or failure caused by an event outside its reasonable control, including natural disasters, severe weather, strikes, transportation disruptions, customs delays, epidemics, government action, internet failures, or supply-chain interruptions.
We will make reasonable efforts to inform affected customers and resume performance as soon as reasonably possible.
## 20. Personal Data
Personal data collected in connection with orders is processed according to our Privacy Policy.
Customer information may be shared with Shopify, payment providers, fulfillment partners, carriers, and service providers where necessary to process payment, prevent fraud, fulfill the order, and deliver the product.
## 21. Consumer Complaints and Mediation
Customers should first submit any complaint to:
**Email:** Kingsleylaneclients@use.startmail.com
We will attempt to resolve the matter directly.
Consumers must generally first attempt to resolve the dispute directly with CuddleMew before submitting it to the mediator.
## 22. Governing Law and Jurisdiction
These Terms of Sale are governed by French law.
However, consumers living outside France continue to benefit from any mandatory protections granted by the laws of their country of residence.
Any dispute will be submitted to the competent courts determined under applicable consumer-protection and jurisdiction rules.
## 23. Changes to These Terms
We may update these Terms of Sale to reflect changes to our business, products, policies, or legal obligations.
The version applicable to an order is the version available when that order is placed.
## 24. Contact
For questions about an order or these Terms of Sale, contact:
65 Route de Beaujeu
69220, France
Email: Kingsleylaneclients@use.startmail.com
# MODEL WITHDRAWAL FORM
Complete and send this form only if you wish to withdraw from your purchase.
**To:** CuddleMew
**Email:** snugglepupclients@use.startmail.com
**Address:** 65 Route de Beaujeu, 69220, France
I hereby notify you that I wish to withdraw from the contract for the purchase of the following product(s):
**Product(s):** ______________________________________
**Order number:** ___________________________________
**Ordered on:** ______________________________________
**Received on:** _____________________________________
**Customer’s name:** _________________________________
**Customer’s address:** ______________________________
____________________________________________________
**Customer’s signature:** ____________________________
*Only required when submitting this form on paper.*
**Date:** ____________________________________________
Kingsleylaneclients@use.startmail.com
65 Route de Beaujeu - 69220 - France