Terms of service

ARTICLE 1: IDENTITY

PINO® is a distinguished Belgian brand, operated by AJOUR BV, a company incorporated under Belgian law with its registered office at Europalaan 1C012, 8970 Poperinge, Belgium, registered with the Crossroads Bank for Enterprises under number BE 0765.697.412 (“PINO”, the “Seller”, “we”, “us”, “our”).

PINO specializes in designing and producing premium pet accessories, in particular bowls for cats and dogs, handcrafted in Belgium from its proprietary PINO Sandstone (PINO Zandsteen). AJOUR BV is the exclusive owner and operator of the PINO brand.

You can reach us at hello@pinopets.com

ARTICLE 2: SCOPE AND ACCEPTANCE

2.1 These General Terms & Conditions (the “Terms”) apply to every offer on and every order placed through www.pinopets.com (the “Webshop”), together with the policies referenced in these Terms, including our Refund Policy (https://www.pinopets.com/policies/refund-policy) and our Privacy Policy (https://www.pinopets.com/policies/privacy-policy).

2.2 By placing an order, the customer confirms having read and accepted these Terms. These Terms apply to the exclusion of the customer's own terms and conditions, even if such terms are communicated afterwards.

2.3 These Terms are directed at consumers purchasing for personal use. Business customers (retailers, distributors, wholesalers, agents, hospitality and other professional buyers) purchase exclusively under a separate written agreement with PINO and the applicable general sales conditions; Articles 7 and 8 of these Terms apply to them in all cases.

2.4 We may amend these Terms from time to time. The version published on the Webshop at the moment of the order applies to that order.

ARTICLE 3: BRAND AND INTELLECTUAL PROPERTY

3.1 The PINO name and the associated product designs are internationally registered trademarks owned by AJOUR BV. This registration confers exclusive rights to use the trademarks in connection with the goods specified in the registration documents. This protection extends to all jurisdictions in which the PINO trademark is registered and recognized.

3.2 The use of the PINO brand name, or any derivation thereof, without the express written consent of AJOUR BV is strictly prohibited. Nothing in these Terms grants the customer any licence or right to use our trademarks, trade names, designs, images or other brand assets. In particular, the customer may not use the PINO name or brand assets in any commercial context, including online listings, advertisements, webshops or social media shops.

3.3 AJOUR BV diligently enforces its intellectual property rights and will take all legal action necessary to address any infringement or unauthorized use of the PINO brand.

ARTICLE 4: PRODUCTS

4.1 PINO products are handcrafted in Belgium from PINO Sandstone. Because each piece is made by hand from natural material, minor variations in colour, texture and finish are inherent to the product. Such variations are a characteristic of craftsmanship and natural stone and do not constitute a defect or non-conformity.

4.2 We make every effort to display our products as accurately as possible. We cannot, however, guarantee that the colour rendering on the customer's screen is accurate; images on the Webshop are indicative only. Obvious errors or mistakes in the offer do not bind the Seller.

4.3 All products are offered subject to availability. We may modify our product range, discontinue products and adjust prices at any time. Price changes do not affect orders that have already been confirmed.

ARTICLE 5: ORDERS AND CONCLUSION OF THE AGREEMENT

5.1 The customer places the order through the Webshop. The agreement is concluded only upon written (email) confirmation of the order by the Seller.

5.2 The Seller reserves the right to refuse or cancel any order at its sole discretion, including in the event of suspected fraud, abuse of promotions or discount codes, incomplete or incorrect customer information, or a (suspected) breach of Article 7 (personal use only — no resale).

5.3 The Seller may limit or cancel quantities purchased per person, per household, per address or per order, including orders placed through the same customer account, the same payment method and/or the same billing or delivery address.

5.4 The person placing the order is considered the contracting customer and guarantees payment, even where the invoice must be drawn up in the name of, or sent to, a third party.

5.5 The customer undertakes to provide current, complete and accurate order and account information for every order.

ARTICLE 6: PRICES AND PAYMENT

6.1 All prices in the Webshop include VAT unless expressly stated otherwise. Any delivery costs are displayed at checkout before the customer confirms the order.

6.2 Payment is made at the time of ordering through the payment methods offered at checkout. To ensure the security of transactions, the Seller may carry out risk and fraud assessments before accepting an order.

6.3 Obvious errors in prices or product information do not bind the Seller. Where the customer has already paid for an order affected by such an error, the Seller will cancel the order and refund the amount paid.

ARTICLE 7: PERSONAL USE ONLY — NO RESALE

7.1 The products offered through the Webshop are intended exclusively for personal, non-commercial use by the customer.

7.2 Without the prior written consent of the Seller, the customer may not resell, offer for sale, distribute, export for commercial purposes or otherwise commercially exploit products purchased through the Webshop. This prohibition applies both within the customer's own country and internationally: purchasing PINO products through the Webshop with a view to reselling them abroad, or through third-party channels, is not permitted.

7.3 Third-party selling of PINO products is strictly prohibited unless expressly permitted in a distribution agreement signed by PINO. Third-party selling includes, but is not limited to, offering products on marketplaces and platforms such as Allegro, Alibaba, AliExpress, Amazon, Ankorstore, Bol, Chewy, Douyin, eBay, Etsy, Facebook and Instagram Shopping, Faire, Google Shopping, JD.com, La Redoute, Mercado Libre, Not On The High Street, Orderchamp, Petco Marketplace, PetSmart, Pinduoduo, Shopee, Temu, TikTok Shop, Tmall, Trouva, Walmart Marketplace, Xiaohongshu (Rednote), Zooplus, and any similar platform.

7.4 Where the Seller has reasonable grounds to believe that the customer is purchasing products with a view to resale or commercial exploitation, or is acting on behalf of a reseller, distributor or agent, the Seller may, without any compensation being due and without prejudice to its other rights:

•         refuse, limit or cancel the customer's order(s);

•         suspend or close the customer's account;

•         exclude the customer from promotions and discounts; and

•         cease doing business with the customer altogether and refuse any future orders.

7.5 The Seller's commercial warranty and after-sales service apply only to products purchased through the Webshop or through officially authorized PINO sales channels. Products obtained through unauthorized resale are excluded from the commercial warranty, without prejudice to any mandatory statutory rights of the end user.

ARTICLE 8: BUSINESS CUSTOMERS AND TERRITORY

8.1 Business customers may purchase and resell PINO products only under a separate written agreement with PINO. Specific sales conditions and minimum order quantities (MOQ) apply to each individual PINO B2B partner or distributor, as specified by the Seller or in the distribution agreement.

8.2 Unless expressly agreed otherwise in writing, each business customer is authorized to market and sell PINO products only within the territory allocated to it in its agreement with PINO. Business customers may not actively market, advertise, solicit sales or establish distribution outside their allocated territory, nor supply PINO products to third parties whom they know, or should reasonably know, intend to resell the products outside that territory.

8.3 Where the Seller has reasonable grounds to believe that a business customer or agent is selling or supplying PINO products outside its allocated territory, or is otherwise circumventing PINO's distribution arrangements, the Seller may, without any compensation being due and without prejudice to its other rights, suspend deliveries, refuse further orders and terminate the commercial relationship with that business customer or agent.

8.4 The restrictions in this Article apply only to the extent permitted by applicable law, including EU competition law.

ARTICLE 9: DELIVERY

9.1 Delivery periods stated in the Webshop are indicative only and do not constitute an obligation of result for the Seller, taking into account the usual tolerances specific to the nature of the industry. The Seller is not liable for delays caused by carriers or by circumstances beyond its reasonable control.

9.2 For consumers, the risk of loss of or damage to the products passes to the customer at the moment the customer (or a third party designated by the customer, other than the carrier) takes physical possession of the products, or at the moment the customer fails to accept delivery.

ARTICLE 10: RETENTION OF TITLE

10.1 The delivered products remain the property of the Seller until full payment of the principal amount, costs and interest. Until that moment, the customer may not sell, rent, lend, give away or otherwise dispose of the products, except with the express permission of the Seller.

ARTICLE 11: RIGHT OF WITHDRAWAL (CONSUMERS)

11.1 A consumer within the EU has the right to withdraw from the purchase within fourteen (14) days of delivery, without giving any reason, in accordance with applicable law and the Refund Policy: https://www.pinopets.com/policies/refund-policy.

11.2 During the withdrawal period the customer shall handle the product and its packaging with due care. The customer is liable for any diminished value of the product resulting from handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the product.

11.3 The right of withdrawal does not apply to products that are custom-made or personalized at the customer's request.

ARTICLE 12: PRODUCT USE, MISUSE AND WARNINGS

12.1 The products are strictly intended for use as feeding or drinking bowls for pets (cats and dogs) and for no other purpose.

12.2 The customer expressly acknowledges that the following uses are considered abnormal, unintended and prohibited uses of the products:

•         use in microwave ovens, conventional ovens or on any heat source;

•         exposure to extreme heat or sudden temperature changes (thermal shock);

•         use for cooking, heating, storing or preparing food for human consumption;

•         use as a chewing object or toy for pets;

•         use by pets or animals prone to destructive chewing or biting;

•         ingestion of any part of the product, whether whole or fragmented;

•         use of damaged, cracked or broken products;

•         use in a manner that could cause injury to teeth, gums or mouth through chewing or impact;

•         use in a manner that could result in choking hazards;

•         use involving chemicals, cleaning agents not intended for food-contact surfaces, or toxic substances;

•         modification, alteration, cutting, sanding or reshaping of the product;

•         industrial, laboratory or non-domestic use;

•         use contrary to any instructions, labels or warnings provided by the Seller.

12.3 The customer acknowledges that animals may exhibit unpredictable behaviour, including chewing, biting or destruction of objects. The Seller does not guarantee that the products are resistant to chewing or ingestion and, to the maximum extent permitted by law, shall not be liable for any injury, damage or loss resulting from such behaviour.

12.4 Any use of the products outside the intended use described in Articles 12.1 and 12.2 constitutes misuse and occurs entirely at the user's own risk. The Seller bears no liability whatsoever for any damage, injury or loss arising from such misuse, to the extent permitted by mandatory law.

12.5 Products that are visibly damaged, cracked or altered must be taken out of use immediately.

ARTICLE 13: WARRANTY

13.1 Consumers benefit from the statutory conformity warranty of two (2) years under Belgian and EU law, covering defects in materials and workmanship under normal use.

13.2 The warranty does not cover: normal wear and tear; damage caused by misuse as described in Article 12; drop or impact damage; use contrary to the care instructions; or the natural characteristics of PINO Sandstone described in Article 4.1.

13.3 Warranty claims may be submitted to hello@pinopets.com stating the order number, a description of the issue and, where possible, photographs.

ARTICLE 14: LIMITATION OF LIABILITY

14.1 Nothing in these Terms excludes or limits the Seller's liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by its fault, or any other liability that cannot be excluded or limited under mandatory law.

14.2 Subject to Article 14.1, the total liability of the Seller, whether in contract, tort or otherwise, is strictly limited to the total amount invoiced for the products giving rise to the claim, and the Seller is not liable for indirect or consequential damages, including loss of profit, loss of business, reputational damage, loss of data or loss of enjoyment.

14.3 The customer expressly acknowledges that the pricing of the products reflects this allocation of risk.

ARTICLE 15: PERSONAL DATA

The customer's personal data is processed in accordance with our Privacy Policy: https://www.pinopets.com/policies/privacy-policy.

ARTICLE 16: FORCE MAJEURE

16.1 The Seller is not liable for any failure or delay in the performance of its obligations caused by force majeure or by circumstances beyond its reasonable control, including supply chain and transport disruptions, late delivery by the Seller's suppliers, natural events, government measures (“fait du prince”) or failures of third-party providers.

16.2 Where performance is permanently impossible due to force majeure, the Seller may cancel the agreement by simple written notice to the customer without owing any compensation; any amounts already paid by a consumer for undelivered products will be refunded.

ARTICLE 17: SEVERABILITY AND ENTIRE AGREEMENT

17.1 If any provision of these Terms is found to be unlawful, void or unenforceable, that provision remains enforceable to the fullest extent permitted by applicable law, and the remaining provisions remain in full force and effect.

17.2 These Terms, together with the policies referenced herein and the order confirmation, constitute the entire agreement between the parties with respect to the purchase. The Seller's failure to enforce any provision of these Terms does not constitute a waiver of that provision.

ARTICLE 18: GOVERNING LAW AND JURISDICTION

18.1 These Terms and every agreement concluded through the Webshop are governed exclusively by Belgian law.

18.2 Consumers residing in the EU also retain the protection of the mandatory provisions of the law of their country of residence.

18.3 In the event of a dispute, only the courts of the judicial district of West Flanders (Kortrijk, Belgium) are competent, without prejudice to mandatory rules of jurisdiction protecting consumers. Consumers in the EU may also use the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.

ARTICLE 19: CONTACT

PINO® (AJOUR BV)

Europalaan 1C012, 8970 Poperinge, Belgium

VAT BE 0765.697.412

hello@pinopets.com — www.pinopets.com