Terms & Conditions
Last updated November 24, 2021
The following terms and conditions (the “Agreement”) apply to the entire RoyalPetPortraits.com website (the “Website”) and its services available on the Website (together with the Website, “Service”). The Service is owned and operated by Gracia Enterprises AB, governed by Swedish law (“Gracia Enterprises AB”). Gracia Enterprises AB creates and prints customized portraits of pets (the “Product”) directly to customers (“Customer,” “Customer,” Customers”). The Service is subject to you (“User”) agreeing to accept, without modifying any terms contained herein and any other operating rules, policies, and procedures that we may be published from time to time on the Royal Pet Portal Website. If you do not accept this Agreement, do not use the Website.
Royal Pet Portraits reserves the right to make changes to the Terms at any time. Changes to the terms will get published on the Website without any notice. You accept the changes in connection with orders or visits to the Website.
TABLE OF CONTENTS
- 1. ABOUT ROYALPETPORTRAITS.COM
- 2. ORDER
- 3. DELIVERY
- 4. PRICES
- 5. RIGHT OF WITHDRAWAL
- 6. COMPLAINTS
- 7. REFUND
- 8. FORCE MAJEURE
- 9. PRODUCT INFORMATION
- 10. PAYMENT PROVIDER
- 11. SHIPPING COMPANY
- 12. DISPUTES AND CHOICE OF LAW
- 13. COPYRIGHT
- 14. THE ENTIRE AGREEMENT
- 15. APPLICABLE LAWS
- 16. WIN A GIFT CARD
- 17. CHANGES TO THESE TERMS
- 18. CONTACT INFORMATION
1. ABOUT ROYALPETPORTRAITS.COM
1.1 Royal Pet portraits owned by Gracia Enterprises AB, Karlstad, a safe, Swedish E-Commerce with F-Tax. The company’s organization number is 559254-0412.
1.2 Contact information and other information about Royal Pet Portraits can be found on the Website. The terms apply to all agreements that you as a consumer enter into with Royal Pet Portraits.
1.3 Do you want to get in touch with us, or do you have questions? E-mail us at firstname.lastname@example.org or send your inquiry quickly and easily here, and we will answer as soon as possible!
2.1 All prices on the Website are in Euro (EUR) and include VAT. Customer guarantees that it is 18 years old when ordering our Product. If the Customer is under 18 years of age, they must have a parent’s permission to order on the Website.
2.2 When the Customer has completed its order, the Customer will receive an order confirmation to the e-mail address specified in the order. The confirmation contains all information about the order – product information, price, invoicing, and delivery address. If something is wrong with the order confirmation, the Customer must contact us as soon as possible via e-mail at email@example.com.
The Customer’s responsibility is to ensure no errors in the specified postal address, e-mail, or mobile number. E-mail and mobile numbers are used to send the Customer’s package and to track it.
By the Customer approving the Terms at the same time as he places an order, a binding agreement arises between Royal Pet Portrait and the Customer. In connection with the Customer placing an order, the Customer also accepts that he will be liable for payment corresponding to the total amount of the order.
2.4 When an order is received, an order confirmation is automatically sent by e-mail to the Customer’s registered e-mail address. In step one, the Customer gets a preliminary confirmation. When the package/product is packed and ready to be delivered, the Customer receives its final order confirmation (finished Product when purchasing a digital portrait) in step two. This order confirmation also serves as a guarantee certificate after full payment has been made. Royal Pet portraits reserve the right to take no responsibility for deviation in delivery when something was wrong at the time of order.
The Customer can place its order on the Website around the clock. The designer typically starts working on it the next day. After the Customer has placed an order, it’s not possible to change the Product if the process has already begun. We reserve the right to deny changes to products.
2.5 Royal Pet Portraits uses the exact photo uploaded in connection with the Customer’s order when creating the Product. We try our best to take order quotations into account but cannot guarantee that we do. We can easily remove red-eye, but we can not, for example, open your pet’s mouth if it is closed in the photo.
If a photo that does not follow our guidelines is sent in together with an order, we can not guarantee that the result will be as you expect. We can not offer compensation of any kind in this situation, but the responsibility lies with the Customer. Of the photos is sent to us in connection with orders, we always work with the image that we believe will be best if the Customer does not state specific wishes in their order notes. We reserve the right to use another photo if we consider it better to get the best possible end product.
Note that all examples on the Website are with high-quality photos. It is the Customer’s responsibility to ensure that the image submitted meets our guidelines. Our designers will do their best to produce an end product of the highest quality possible if it does not. We try our best to go through the photos sent in together with orders but reserve ourselves for not having the opportunity to do so.
We reserve the right to work with the submitted photo regardless of quality and do not guarantee that the result will be good if the image is not. We offer no compensation in this case. The Customer can read more in our photo guidelines.
If we contact the Customer and request a new photo, it may mean an extended delivery time while we wait for a response from the Customer. The ample delivery time is not something that Royal Pet Portals should be responsible for, but it is up to the Customer to respond as soon as possible. We wait for a reply 48 hours; after that, we reserve the right to continue working with what we got.
We reserve the right to use the portrait we create with your submitted photo for marketing purposes or in other contexts like our Website or digital channels.
2.1.2 Preview means that the Customer gets a chance to make changes and provide feedback on their finished portrait before it we send it to print. A preview is an option that is made in connection with the Customer placing their order. If you want to add a preview afterward, you should contact us within 6 hours of placing an order.
Royal Pet Portraits reserves the right to proceed with the order if the Customer does not return within 48 hours of sending the preview to the Customer’s specified e-mail address.
2.1.3 Restrictions – The Customer only receives one preview, and in it, the Customer can change small things such as that there is too little / too much fur or too little / too much whiskers.
Things that we can not change are, for example, that the Customer wants us to open the animal’s mouth, which in the original photo is closed, or that the Customer asks us to change animals in the portrait. Neither is it possible to change the suit/picture of the animal as the work has already been completed. We reserve the right to refuse changes at any time without cause. If the Customer still wants to change the suit or photo of the pet, EUR 9 will be added to the original price.
A preview does not mean that you have the right to cancel or cancel your purchase.
3.1.1 The estimated delivery time is 2-30 working days after the Customer has placed his order. After public holidays, the delivery time may be slightly longer.
Royal Pet Portraits always offers free shipping, regardless of weight, size, or where in the world the Customer lives. The delivery times may vary depending on where you live. See more precise shipping times for your country in How it Works. Customs fees may apply based on local regulations when we ship internationally across borders. The fee may vary depending on your order value, country limits, and other factors based on the product itself. Any fees are paid to the appropriate customs agency by the end customer.
Delivery takes place via post/package and is usually delivered by the postal parcel to the Customer’s nearest delivery point. In the event of any delays or other things that we have not caused, we take total distance from responsibility.
In the event of any problems, we ask the Customer to primarily, if possible, track their package. We work with 30+ shipping providers around the world. The shipping provider used depends on several factors including the country of production, the country of delivery, the shipping method selected, and more. A list of our distribution partners can be found below. For other questions regarding delivery, we refer to our shipping providers Terms and Conditions:
- Australia Post
- Austrian Post
- Belgian Post
- Blue Dart
- Correios Brazil
- DHL Express
- Major Express
- New Zealand Post
- PSP Pallet
- Posten DK
- Posten SE
- SF Express
- Singapore Post
- Swiss Post
3.1.2 When the Product is ready for pick-up at a postal package to the post office’s delivery point, the Customer will be notified by text message or e-mail to the Customer’s phone number, the phone number stated in combination with the order. The package will be available for pick-up for 10-21 days before getting returned to us (see more specifically for your country on one of our shipping providers).
If the Customer does not pick up their package within the stated time, they will be charged EUR 9. The charge corresponds to the costs that have caused Royal Pet Portrait to send out the Product and receive it in return. There is also a cost of EUR 9 for the new shipping if the Customer wishes to obtain their portrait.
If the Customer has entered a postal address that the courier considers insufficient or incorrect, the shipment will get sent back to the warehouse. You will thus be liable for re-transport as soon as we have confirmed an updated address by you.
3.1.3 If a package does not have any updates, we will begin a tracking case. After this, we will wait another couple of days for a response on the goods. If there is no answer during these days, a reprint will be made, which Royal Pet Portrait will pay.
3.3.1 Digital Portrait
Delivery takes place via the specified e-mail address. If the Customer has entered an e-mail address that is considered insufficient or incorrect by us (i.e., that does not work), the e-mail will be sent back to us in the form of an error message. We will then try to get hold of the Customer in another way. If the Customer notices or remembers that he has accidentally entered the wrong information, it is of the utmost importance that the Customer contacts us as soon as possible.
It is the Customer’s responsibility to enter the correct information when placing its order so that the Customer can receive, among other things, a confirmation e-mail and get a notification when the Product is ready for pick-up. Contact us at firstname.lastname@example.org as soon as possible if you discover an error in your order.
4.1 All prices in the store are stated in EUR, and all prices include 25% VAT.
We are not responsible to the Customer or any third party to report any changes, price changes, suspension, or termination of the Service. We reserve the right to change prices due to any reason.
All product descriptions or product pricing are subject to change at any time without notice, at our sole discretion. We reserve the right to cancel or remove a product from the webshop at any time.
5. RIGHT OF WITHDRAWAL
5.1 Due to the customized nature of all products we produce on Royal Pet Portraits, we can not offer returns or the right of withdrawal. The Customer’s portrait is designed with care and is entirely personal for the Customer and their pet.
Due to the customized nature of all Products we produce at Royal Pet Portraits; we cannot offer returns. Your artwork is designed with care and is entirely personal to you and your pet.
If you are unhappy with your final Product, then please get in touch with us. Customer satisfaction is one of our passions, and we constantly endeavor to make sure you’re happy with the final masterpiece.
6.1 We inspect all Products and undergo an in-house inspection before sending them to the Customer. Should the Product (the physical Product, not the digital work) still be damaged or incorrectly shipped when it arrives, we undertake to rectify the error-free of charge following current consumer protection legislation.
6.2 If the Customer considers having received the wrong Product, incorrect size or print, or if the Product is damaged during transport or otherwise not correct, we will, of course, replace it. Please notify us within 48 hours of receiving your order in this case.
A defect on the Product must have occurred before or at the time of delivery. For errors that occur after the delivery, Royal Pet Portraits or third parties cannot and will not be held liable if mistakes happen due to the Customer’s negligence or careless handling that is not compatible with the Product’s design or expected use.
In case of a broken product, the Product will be replaced with a new one within the warranty period.
6.3 We apply the Consumer Purchase Act right of complaint, which gives the Customer the right to complain about a product for up to 3 years. However, the complaint has to be made within a reasonable time when the Customer discovers the defect. Royal Pet portrait stands for return shipping for approved complaints. The Customer must always contact us for approval before returning a Product.
Complaints do not apply to the digital work, only to the physical Product. If the Customer is not satisfied, they should not hesitate to get in touch with us. The complaint must be sent in by the Customer immediately after the defect has been detected.
Any errors and defects must always be reported to email@example.com. The Customer need to state name, address, e-mail address, order number, and a detailed description of the error (photos or videos is necessary). Suppose, for any reason, it would not be possible to rectify the defect or deliver a similar product, then we will refund the Customer for the defective Product following current consumer protection legislation.
We reserve the right to refuse a complaint if it turns out that the Product is not defective following current consumer protection legislation. In the case of complaints, we follow guidelines from the ECC-Net, see hallakonsument.se.
7.1 If the Customer recently placed an order and for some reason regretted it, then it is possible to cancel the order within 24 hours. When the Customer cancels its order, a refund via the chosen payment method will be made. A fee of EUR 20 will be deducted from the refund to cover our processing costs. If more than 24 hours have elapsed, the cancellation will be granted at our discretion.
All refunds are made according to Klarna’s terms.
8. FORCE MAJEURE
8.1 We take no responsibility for indirect damages that may occur due to the Product.
Royal Pet Portraits is not responsible for delays caused by circumstances that Royal Pet Portraits could not control over, such as general labor dispute, war, fire, lightning, terrorist attack, changed government regulation, technical problems, faults in electricity/telecommunications/data connections, or other communication and errors or delays in services from subcontractors due to circumstances stated here. These circumstances shall constitute grounds for exemption which entails exemption from damages and other sanctions.
Should any such situation arise, Royal Pet Portrait will inform the Customer at the beginning and at the end of the time of the current situation. If the circumstance has lasted longer than two months, both Customer and Royal Pet Portrait have the right to cancel the purchase with immediate effect. Furthermore, no responsibility will be taken for any changes to products/product properties that have been changed by the respective supplier and other factors beyond our control.
9. PRODUCT INFORMATION
9.1 We reserve the right for eventual printing errors on this Website. We do not guarantee that the images reflect the exact appearance of the products, as a specific color difference may occur depending on the screen, photo quality, and resolution. We always try our best to expose the products as accurately as possible.
9.2 Upon purchase, a free subscription to our newsletter will automatically start. The Customers first name, last name, and e-mail address will be shared with our newsletter provider. This is for us to be able to keep you updated with information and offers for marketing purposes.
9.2.1 We use the MailPoet plugin for sending out newsletters. You can cancel your subscription at any time by clicking on the link at the bottom of the newsletter.
10. PAYMENT PROVIDER
10.1 Royal Pet portraits collaborate with Klarna AB (corporate identity number 556737-0431), where Klarna AB provides several payment solutions via Klarna Checkout. Klarna AB includes card payment (i.e., Mastercard, Visa, AMEX, Discover), invoice, account invoice, partial payment, Klarna Direct.
When making a purchase, the Customers information will be shared with our payment provider. We store the first name, last name, address, e-mail address, and phone number. If the Customer chooses to pay by invoice, the personal identity number of the payment provider will be saved as well. The information is kept to complete the purchase and to protect the parties against fraud.
When the Customer approves the Royal Pet Portrait’s purchase terms and pays with Klarna Checkout, the Customer accepts Klarna AB’s terms. Current terms can be found here.
Read more about Klarnas’ Legal and Data Protection (EU).
In order to offer Klarna’s payment methods, we may pass on your personal details to Klarna at the checkout in the form of contact and order details so that Klarna can assess your eligibility for their payment methods and tailor them to you. Your personal data will be processed in accordance with Klarna’s own privacy statement.
11. SHIPPING COMPANY
11.1 To deliver the Customer’s Product and complete our Agreement, we must share specific information with the shipping company, such as the first name, last name, and address information for delivery. We will also share your e-mail address and mobile number with the shipping company for notification. The shipping companies we work with are DHL. If you have questions or preferences about a delivery, contact us.
12. DISPUTES AND CHOICE OF LAW
12.1 If a dispute for some reason can’t be settled between Royal Pet Portraits and the Customer, in Agreement with the company’s customer service and the Customer, the Customer may turn to the General Complaints Board, see arn.se. In the event of a dispute, we follow decisions from ARN or the corresponding dispute resolution body.
12.2 Disputes concerning the interpretation or application of these general terms and conditions shall be interpreted per Swedish law.
13.1 Royal Pet portraits own the rights to all images and content on this website unless otherwise stated.
14. THE ENTIRE AGREEMENT
14.1 The failure to exercise or enforce any right or provision of the Terms shall not constitute an exception to such right or provision.
14.3 Any ambiguities in the interpretation of the Terms shall not be interpreted against the prepared party.
15. APPLICABLE LAWS
15.1 These service terms and separate agreements where we provide the Customer Services shall be regulated by and interpreted per Swedish law.
16. WIN A GIFT CARD
The competition can be participated in at any time during the month. Royal Pet Portrait nominates a winner at the end of each month, where a gift card is a prize. The gift card is not to be swapped for anything else on the Website, nor cash. Royal Pet Portraits is responsible for contacting the winner.
When a customer participates in the competition, the Customer also agrees that Royal Pet Portraits may use the Customers video in their social media for marketing and distribute it within Royal Pet Portraits and Royal Pet Portraits. The Customer is responsible for ensuring that the people who are visible/participating in the video approved the distribution of the video. Royal Pet portraits can not be held accountable if this is not the case, we reserve the right to use any videos sent to us.
When a customer has submitted their video via the Website or tagged Royal Pet Portrait in their video on social media (“#royalpetportrait”), as part of the competition, Royal Pet Portrait owns the rights to the video. We then reserve the right to save it for as long as the company considers it necessary. Note that videos that do not win the competition may belong to these terms.
18. CONTACT INFORMATION
Any questions regarding the Terms and Conditions should be sent to firstname.lastname@example.org.
Do you have any questions, wonderings or maybe feedback you would like to mediate? Fill out this contact form and we will get back to you as soon as possible!