Terms of service

Welcome to PInvella. These Terms of Service (“Terms”) govern your use of the PInvella website, including browsing our website, purchasing products, and using any services or features we provide.

By accessing or using our website, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use our website.

1. About PInvella

PInvella operates an online store offering pet products and related accessories for dogs, cats, and their families.

Throughout these Terms, “PInvella,” “we,” “us,” and “our” refer to PInvella. “You” and “your” refer to the person accessing our website or purchasing our products.

2. Use of Our Website

You agree to use the PInvella website only for lawful purposes and in accordance with these Terms.

You must not:

  • Use the website for any unlawful or unauthorized purpose.
  • Attempt to interfere with the operation or security of the website.
  • Access or attempt to access areas, systems, or information that are not intended for public access.
  • Copy, reproduce, modify, distribute, or exploit website content without our permission.
  • Use automated systems or methods to collect website content in a way that could interfere with our website or services.

We reserve the right to restrict or terminate access to our website if we reasonably believe that a user has violated these Terms or misused our website.

3. Product Information

We make reasonable efforts to ensure that product descriptions, images, specifications, pricing, and other information displayed on our website are accurate and up to date.

However, product colors, appearance, dimensions, packaging, and other details may vary slightly from images shown on the website due to screen settings, manufacturing variations, packaging updates, or other circumstances.

Product information is provided for general informational purposes and should be reviewed carefully before placing an order.

4. Prices and Product Availability

All prices displayed on our website are subject to change without prior notice.

We reserve the right to:

  • Change product prices at any time.
  • Modify or discontinue products.
  • Limit the quantity of products available for purchase.
  • Correct pricing, product information, or other errors on our website.

If an obvious pricing or product information error affects an order you have placed, we may contact you before processing the order to confirm whether you wish to continue with the corrected information or cancel the order.

5. Orders

Placing an order on our website constitutes an offer to purchase the selected products.

After you submit an order, you may receive an order confirmation email. An order confirmation does not necessarily mean that the order has been accepted or shipped.

We reserve the right to refuse, cancel, or limit an order when reasonably necessary, including in cases involving:

  • Product availability issues.
  • Incorrect pricing or product information.
  • Suspected fraudulent or unauthorized transactions.
  • Incorrect or incomplete customer information.
  • Shipping restrictions.
  • Other circumstances that prevent us from reasonably fulfilling the order.

If we cancel an order after payment has been received, the applicable amount will be refunded to the original payment method.

6. Payment

PInvella currently accepts payments through PayPal.

When you complete a purchase, payment information is processed through PayPal and its applicable payment systems.

Depending on your location and PayPal's available payment options, you may be able to pay using an eligible credit card, debit card, or PayPal account.

You are responsible for providing accurate billing and payment information and for ensuring that you are authorized to use the selected payment method.

For more information, please refer to our Payment Policy.

7. Shipping and Delivery

Orders are processed within approximately 3 business days.

Standard delivery generally takes approximately 7–15 business days after an order has been processed, depending on the destination and other circumstances.

We currently offer:

  • Free shipping on orders of $79 USD or more.
  • A $7.99 USD shipping fee for orders below $79 USD.

Orders are fulfilled through our fulfillment operations in Hong Kong.

Delivery times are estimates and are not guaranteed. Delays may occur due to customs processing, weather, carrier disruptions, incorrect address information, holidays, or other circumstances outside our reasonable control.

For complete information, please review our Shipping Policy.

8. Returns and Refunds

We accept eligible return requests made within 30 calendar days after delivery.

Products generally must be returned in their original condition and should not have been intentionally damaged, altered, misused, or excessively used.

If you receive an incorrect, damaged, defective, or incomplete product, please contact us before returning the item and provide your order number together with relevant photos or videos when requested.

Please contact PInvella before sending any product back. We will provide the appropriate return instructions and return address.

Unless otherwise required by applicable law or caused by an error on our part, customers are generally responsible for return shipping costs.

Refunds are issued to the original payment method after the returned product has been received and inspected. Refunds are generally processed within 7 business days after the return has been received and inspected. Additional processing time may be required by your payment provider or financial institution.

For complete information, please review our Refund & Return Policy.

9. Product Use and Safety

Our products are intended for their stated purposes and should be used according to the applicable product instructions and reasonable safety practices.

Pet owners are responsible for selecting products that are appropriate for their pets and for supervising pets when necessary.

If a product includes specific warnings, instructions, size requirements, or usage recommendations, please review them carefully before use.

PInvella does not guarantee that every product is suitable for every pet, breed, size, age, behavior, or individual circumstance.

10. Intellectual Property

All content available on the PInvella website, including but not limited to:

  • Logos and brand names.
  • Product images.
  • Photographs.
  • Graphics.
  • Text and written content.
  • Website design and layout.
  • Product descriptions.
  • Videos and other media.

is owned by or licensed to PInvella or its applicable content providers and is protected by applicable intellectual property laws.

You may view and use the website for personal, non-commercial purposes.

You may not reproduce, modify, distribute, publish, sell, or commercially exploit PInvella content without prior written permission.

11. User-Submitted Content

If you voluntarily submit reviews, comments, photos, feedback, or other content to PInvella, you represent that you have the right to provide that content and that it does not violate the rights of others or applicable laws.

By submitting content to us, you grant PInvella a non-exclusive, worldwide, royalty-free right to use, reproduce, display, and publish that content for purposes related to operating, promoting, and improving our business, subject to applicable law.

We reserve the right to remove user-submitted content that we reasonably believe is unlawful, misleading, offensive, inappropriate, or otherwise inconsistent with these Terms.

12. Third-Party Services and Links

Our website may use or provide access to third-party services, payment providers, applications, or links to third-party websites.

These third-party services operate independently from PInvella and may have their own terms and privacy policies.

PInvella is not responsible for the availability, content, policies, or practices of third-party websites or services that we do not control.

13. Disclaimer

To the extent permitted by applicable law, the PInvella website and its content are provided on an “as available” and “as is” basis.

We do not guarantee that:

  • The website will always be available or uninterrupted.
  • The website will always be free from errors.
  • All information will always be complete, current, or error-free.
  • Every product will meet every individual customer's or pet's specific requirements.

Nothing in these Terms excludes or limits any rights or protections that cannot legally be excluded or limited under applicable law.

14. Limitation of Liability

To the maximum extent permitted by applicable law, PInvella will not be responsible for indirect, incidental, special, consequential, or similar damages arising from your use of our website or products, except where such liability cannot legally be excluded or limited.

Nothing in these Terms is intended to limit liability for matters that cannot legally be limited or excluded.

15. Indemnification

To the extent permitted by applicable law, you agree to be responsible for losses, claims, liabilities, damages, and reasonable expenses arising from your violation of these Terms, misuse of our website, or violation of applicable laws or the rights of another person.

16. Changes to These Terms

We may update or modify these Terms from time to time to reflect changes to our business, website, services, or applicable requirements.

When we make changes, we may update the “Last Updated” date shown at the top of this page.

Your continued use of the website after updated Terms are posted means that you accept the revised Terms, to the extent permitted by applicable law.

17. Governing Law

These Terms shall be interpreted and applied in accordance with applicable laws.

Nothing in these Terms is intended to deprive consumers of any mandatory rights or protections available to them under the laws applicable to their place of residence.

18. Contact Us

If you have questions about these Terms, our products, an order, payment, shipping, returns, or refunds, please contact us:

Email: support@pinvella.com

When contacting us about an order, please include your order number whenever possible so that we can assist you more efficiently.

We generally aim to respond to customer inquiries within 1–2 business days.

Thank you for choosing PInvella.

For Pets. For Family. For Every Moment Together.