Terms of service

Last updated: 1 October 2026

1. Who we are

Lillie's Petshop (lilliespetshop.com) is an online shop of Lillie's, a sole proprietorship registered with the Dutch Chamber of Commerce (KvK) under number 78223407.

You can find all our company details on the Company details page.

"We" and "us" means Lillie's. "You" means you as a customer ordering from us as a consumer.

2. When these terms apply

2.1 These terms apply to every offer in our online shop and to every order you place with us.

2.2 If a provision in these terms is invalid, the other provisions remain in full force.

3. Our offer and prices

3.1 Small differences between the product and its description or photos are possible, for example in colour due to your screen settings.

3.2 All prices are in euros and include VAT.

3.3 Shipping costs are listed in our shipping policy.

3.4 An obvious mistake or error in our offer, such as a price you can reasonably understand to be incorrect, does not bind us.

3.5 Our offer is without obligation and valid while stocks last.

4. Your order

4.1 Your order is an offer to us. The purchase agreement is formed once we accept your order. We do this by shipping your order.

4.2 Right after you order, you receive an email confirming that we have received your order.

4.3 We may refuse an order, for example if a product is out of stock, in case of an obvious pricing error, or if we suspect fraud or misuse. In that case you get back what you have already paid within 14 days.

4.4 We may limit the number of products per order. You order for your own use; we may refuse orders that appear to be intended for resale.

5. Payment and discounts

5.1 You pay with one of the payment methods shown at checkout.

5.2 A discount code can be used once and cannot be combined with other discounts, unless we state otherwise. Discounts cannot be exchanged for cash.

6. Delivery

6.1 We deliver to the countries listed in our shipping policy, to the address you provide with your order.

6.2 If you order for an address outside the European Union, customs or the carrier may charge import duties, VAT and clearance fees. These costs are for you.

6.3 The delivery times we state are an indication and depend on the carrier. An indicative delivery time is not a strict deadline: if it is exceeded, this is not a failure on our part. In any case, we deliver within the statutory period of 30 days after your order.

6.4 Until your order has been delivered to you, the risk of loss or damage is ours. Your order has been delivered as soon as the carrier has delivered it at your address, with your neighbours, at a place you agreed with the carrier, or at a pick-up point you chose. We use the carrier's track & trace data as proof of delivery.

7. Cooling-off period: 14 days money back

7.1 You have the right to withdraw from your order within 14 days without giving a reason. This cooling-off period starts on the day after you, or someone you designated (not the carrier), received the product. If you order several products that are delivered separately, the cooling-off period starts on the day after you received the last product.

7.2 You withdraw by sending us an email or filling in our contact form. You can also use our model withdrawal form.

7.3 During the cooling-off period you may unpack and inspect the product as you would in a shop. If the product shows signs of use, such as dog smell, dog hair, saliva stains, food residue, or bite or pull damage, you are liable for the reduction in value. Our toys come into contact with your dog's mouth and with food. For hygiene reasons, we cannot resell a toy that shows signs of use. In that case, the reduction in value is as a rule the full purchase price.

7.4 Keep the tag attached to the toy. We cannot sell a toy without its tag as new; in that case, too, you are liable for the reduction in value.

7.5 You return the product to us within 14 days after your withdrawal, in its original condition and, where possible, in its original packaging. We will email you the return address. You return the product at your own risk: if the parcel is lost or damaged in transit, that is at your expense. You must be able to show that you withdrew and returned the product in time.

7.6 The costs of returning the product are for you.

7.7 We refund you once we have received the product: the amount you paid for the product, minus any reduction in value. We only refund the standard shipping costs of your order if you withdraw from the entire order.

8. Up to 30 days: exchange for store credit

8.1 In addition to the statutory cooling-off period, you can return a product up to 30 days after receipt for a store credit voucher worth the amount you paid for the product, excluding shipping costs.

8.2 This is only possible if the product is unused, shows no signs of use, still has its tag attached and is in its original, undamaged packaging. The costs and risk of returning the product are for you.

8.3 We assess whether the product meets these conditions. If it does not, you will not receive a store credit voucher and we will send the product back to you at your expense.

8.4 The store credit voucher is valid for 6 months and cannot be exchanged for cash.

8.5 This is a voluntary arrangement that we may change or end. Your order is subject to the arrangement as it applied at the time you ordered.

9. Statutory guarantee

9.1 You are entitled to the statutory guarantee. We do not provide any additional (commercial) guarantee.

9.2 The guarantee covers defects the product already had, such as manufacturing or material defects. Wear and damage from use are not covered, such as biting, chewing, pulling, tearing or getting dirty. A toy is meant to be played with and wears as a result. Damage from use without supervision is not covered either.

9.3 If a product has a defect, let us know as soon as possible after you discover it, preferably with a photo. We may ask you to send the product to us so we can assess it. If it turns out there is no defect, the shipping costs are for you.

10. Safe use

10.1 Our toys are made for dogs. They are not children's toys.

10.2 Always supervise your dog when it plays with a toy. Check the toy regularly and replace it if it is damaged.

10.3 Follow the instructions for use and safety on the product page.

11. Liability

11.1 We are not liable for damage caused by your dog playing with a toy without supervision, or by a damaged toy not being replaced in time, such as damage from swallowing stuffing or pieces of the toy.

11.2 If we are nevertheless liable, our liability is limited to the amount you paid for the product concerned.

11.3 We are not liable for indirect (consequential) damage or for damage to other property.

11.4 These limitations do not apply to the extent the law does not allow them.

12. Intellectual property

Our designs, photos, videos and texts belong to us. You may not use, copy or imitate them without our written permission.

13. Reviews, photos and videos

If you send or post a review, photo or video, we may use it free of charge on our website, in advertisements and on social media, stating your first name or account name.

14. Complaints

14.1 If you have a complaint, let us know via our contact form or by email.

14.2 We respond as soon as possible, within 30 days at the latest.

15. Applicable law

Dutch law applies to these terms and to every agreement with us. If you live outside the Netherlands, you keep the protection given to you by the mandatory rules of your country of residence.