Algemene voorwaarden

General Terms and Conditions

Sissy's Pet Place
Version: 1.0
Last updated: 11 July 2026

These General Terms and Conditions apply to purchases made through the Sissy's Pet Place online store.

Sissy's Pet Place aims to provide clear, transparent and fair information to customers worldwide. Where mandatory consumer protection laws in the customer's country provide additional or stronger rights, those mandatory rights shall remain applicable.

1. Company Information

1.1 Business details

Sissy's Pet Place
Prins Willem Alexanderstraat 11C
5321 SB Hedel
The Netherlands

Chamber of Commerce (KVK): 17169060
VAT number: NL001856678B64
Email: info@sissyspetsplace.com

1.2 Contact

Customers may contact Sissy's Pet Place by email regarding orders, products, complaints, returns or any other questions relating to these Terms and Conditions.

2. Scope of These Terms and Conditions

2.1 Applicability

These General Terms and Conditions apply to all offers, orders, purchases and agreements concluded through the Sissy's Pet Place online store.

2.2 Acceptance

By placing an order, the customer confirms that they have had the opportunity to read these Terms and Conditions and accepts them, subject to any mandatory consumer rights that cannot legally be excluded.

2.3 Availability of the Terms

These Terms and Conditions are made available to customers before the purchase is completed and should be available in a form that allows the customer to save or reproduce them.

For online consumer sales, important contractual information must be provided clearly before the customer places an order.

3. Products and Product Information

3.1 Product range

Sissy's Pet Place offers products intended for pets and their owners.

Products should only be used for their intended purpose and in accordance with any instructions, warnings or safety information supplied with the product.

3.2 Product descriptions

Sissy's Pet Place makes reasonable efforts to ensure that product descriptions, specifications and images are accurate and up to date.

Product images are provided for illustrative purposes. Minor differences in colour, texture, finish or appearance may occur, particularly due to differences between screens, lighting conditions or manufacturing batches.

Such minor differences do not affect the customer's statutory rights where the product does not conform to the agreement.

3.3 Product safety

Customers are responsible for using products appropriately and in accordance with the manufacturer's instructions.

Where a product includes specific safety instructions, warnings or age restrictions, these should be followed at all times.

4. Age Requirements

4.1 Minimum age

Customers must meet any minimum age requirement applicable to the product or required by the laws of their country.

4.2 Customer responsibility

By placing an order, the customer confirms that they are legally permitted to purchase the relevant product in their country of residence.

5. Prices and Additional Costs

5.1 Prices

All prices displayed on the website are stated in the applicable currency and, where required by law, include VAT or other applicable taxes.

5.2 Delivery costs

Any applicable shipping or delivery charges will be clearly displayed before the customer completes the purchase.

Consumers must receive clear information about the total price and additional mandatory costs before placing an order.

5.3 Pricing errors

In the event of an obvious pricing or typographical error, Sissy's Pet Place reserves the right to correct the error.

If an order has been placed based on an obvious error, Sissy's Pet Place may contact the customer to explain the situation and, where legally permitted, cancel the affected order and refund any amount already paid.

6. Formation of the Contract

6.1 Placing an order

The customer places an order by completing the online checkout process and submitting the order.

6.2 Order confirmation

The purchase agreement is formed in accordance with applicable law and the information provided during the ordering process.

Sissy's Pet Place will send an order confirmation to the email address provided by the customer.

6.3 Right to refuse an order

Sissy's Pet Place may refuse or cancel an order where there is a legitimate reason to do so, for example in cases of suspected fraud, an obvious pricing error, product unavailability or other circumstances permitted by applicable law.

Any amounts already paid for a cancelled order will be refunded.

7. Payment

7.1 Payment methods

Payment can be made using the payment methods displayed during the checkout process.

7.2 Payment processing

Orders may only be processed for shipment after successful receipt or authorisation of payment, unless otherwise agreed.

7.3 Payment security

Payment information is processed through the applicable payment service provider. Sissy's Pet Place does not intentionally store complete payment card details unless this is necessary and legally permitted for the relevant payment service.

8. Delivery

8.1 Delivery

Sissy's Pet Place will make reasonable efforts to dispatch orders within the stated delivery timeframe.

8.2 Delivery estimates

Any delivery times shown on the website are estimates unless a specific delivery deadline has been expressly agreed or is required by applicable law.

8.3 Delays

If an order is significantly delayed, Sissy's Pet Place will inform the customer where appropriate.

If applicable consumer law provides the customer with a right to cancel an order because of a failure to deliver within the legally applicable or agreed timeframe, that right remains unaffected.

8.4 International delivery

Customers are responsible for providing a correct delivery address.

For deliveries outside the Netherlands, additional customs duties, import taxes or other charges may apply depending on the destination country. Where such charges are legally payable by the customer, they are the customer's responsibility unless otherwise stated during checkout.

9. Right of Withdrawal and Returns

9.1 EU consumer withdrawal period

Consumers in the European Union generally have a statutory right to withdraw from an online purchase within 14 days without providing a reason.

For goods, the withdrawal period normally begins on the day the consumer, or a person designated by the consumer, receives the goods.

9.2 How to exercise the right of withdrawal

The customer must clearly inform Sissy's Pet Place of their decision to withdraw from the agreement within the applicable withdrawal period.

The customer may contact Sissy's Pet Place by email or through another legally accepted method.

9.3 Returning the product

After notifying Sissy's Pet Place of the withdrawal, the customer must return the product within the legally applicable period.

Unless otherwise required by law, the customer is responsible for the direct cost of returning the product.

9.4 Condition of returned products

Customers should handle products with reasonable care and only to the extent necessary to establish the nature, characteristics and functioning of the product.

The customer may be liable for any diminished value resulting from handling beyond what is reasonably necessary to inspect the product, where permitted by applicable law.

9.5 Hygiene and sealed products

For certain products, the statutory right of withdrawal may be excluded after the product has been unsealed, where the exclusion is permitted by applicable law for reasons of health protection or hygiene.

Any such exclusion will be communicated clearly before the purchase is completed.

EU consumer law recognises an exception for certain sealed goods that cannot be returned for health or hygiene reasons after their seal has been broken.

9.6 Refunds

Where a valid withdrawal is exercised, Sissy's Pet Place will refund the payments received within the legally required period.

The refund will generally be made using the same payment method used for the original transaction, unless the customer agrees otherwise.

Where permitted by law, reimbursement may be withheld until the returned goods have been received or the customer has provided evidence that the goods have been returned.

10. Legal Guarantee and Conformity

10.1 Statutory consumer rights

Sissy's Pet Place respects all mandatory statutory consumer rights applicable to the customer's purchase.

Products must conform to the agreement and meet the requirements reasonably expected under applicable consumer law.

10.2 Faulty or non-conforming products

If a product is defective, faulty or does not correspond to the agreement, the customer should contact Sissy's Pet Place as soon as reasonably possible.

Depending on the circumstances and applicable law, the customer may be entitled to repair, replacement, price reduction or reimbursement.

EU consumer sales legislation provides consumers with a minimum two-year legal guarantee for goods, subject to applicable national rules and exceptions.

10.3 No limitation of statutory rights

Nothing in these Terms and Conditions limits or excludes mandatory statutory consumer rights.

11. Complaints

11.1 Contacting Sissy's Pet Place

Customers who have a complaint should first contact Sissy's Pet Place so that the matter can be reviewed and resolved.

Email: info@sissyspetsplace.com

11.2 Handling complaints

Sissy's Pet Place aims to respond to complaints as soon as reasonably possible and, where practicable, within 14 days.

If additional time is required to investigate a complaint, the customer will be informed accordingly.

12. Liability

12.1 Statutory limitations

Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

12.2 Direct damage

To the extent permitted by applicable law, Sissy's Pet Place shall only be liable for direct damage attributable to a legally attributable failure in the performance of its obligations.

12.3 Mandatory consumer protection

Nothing in this section affects statutory rights relating to defective products, consumer protection, product safety, personal injury or any other liability that cannot legally be excluded or limited.

This wording is important because an absolute exclusion of liability can be problematic under consumer law. The Dutch ACM specifically warns that broad exclusions of liability may be considered unreasonable in consumer contracts.

13. Privacy and Personal Data

13.1 Privacy

Personal data is processed in accordance with the Sissy's Pet Place Privacy Policy and applicable data protection legislation.

13.2 Applicable legislation

Where applicable, Sissy's Pet Place processes personal data in accordance with the General Data Protection Regulation (GDPR) and other applicable data protection legislation.

The Privacy Policy provides further information about how personal data is collected, used, stored and protected.

14. Intellectual Property

14.1 Website content

All texts, product descriptions, photographs, graphics, logos, designs, trademarks and other content published on the Sissy's Pet Place website are owned by Sissy's Pet Place or used with permission from the relevant rights holder.

14.2 Use of content

The content may not be copied, reproduced, distributed, modified or commercially exploited without prior written permission, unless such use is permitted by mandatory law.

15. Applicable Law and Jurisdiction

15.1 Applicable law

These Terms and Conditions are governed by the laws of the Netherlands, unless mandatory consumer protection legislation in the customer's country provides otherwise.

15.2 Consumer rights

If the customer is a consumer residing in another country, mandatory provisions of the law of that country that cannot legally be excluded may continue to apply.

15.3 Disputes

Sissy's Pet Place and the customer will first attempt to resolve any dispute amicably.

Where a dispute cannot be resolved amicably, it may be submitted to the competent court in accordance with applicable law.

Nothing in these Terms and Conditions prevents a consumer from exercising any mandatory right to bring proceedings before a competent court in their country of residence.

16. Changes to These Terms and Conditions

16.1 Updates

Sissy's Pet Place may update these Terms and Conditions from time to time, for example to reflect changes in legislation, products, services or business practices.

16.2 Existing orders

Changes to the Terms and Conditions will not retroactively alter rights or obligations arising from an order that has already been placed, unless required or permitted by applicable law.

17. Contact Information

For questions regarding these Terms and Conditions, orders, returns or complaints, please contact: