Terms and conditions of sale

1. Who is selling

The seller is [À COMPLÉTER], [À COMPLÉTER], [À COMPLÉTER] — registered under [À COMPLÉTER], VAT [À COMPLÉTER].

Contact: hello@pawraa.com. We reply within one working day.

2. What you are buying

Pawraa sells illustrated pet portraits, drawn from the photos you send us and printed on the product you choose (poster, canvas, sherpa blanket, socks, phone case, mug).

Every portrait is made to order: nothing is held in stock, and each item is produced after your order, from your own material.

Your products are personalised. That has an important consequence for the right to cancel — see section 8.

3. Prices and taxes

Prices are shown in euros, pounds sterling or US dollars depending on the market you select, inclusive of tax for consumers.

Within the European Union, VAT is charged at the rate of the delivery country (OSS scheme). For deliveries outside the EU, any customs duties or import taxes are payable by you and collected by the carrier.

Shipping costs, where they apply, are shown before payment. The price that applies is the one displayed when you confirm your order.

4. Your order, step by step

Nothing is printed without your explicit approval of the proof. You may request changes; we grant at least two rounds, and more if the likeness is not right.

• You choose a style, a product, a size and the number of pets, then upload your photos.
• You pay. A confirmation email with a tracking link arrives straight away.
• Our illustrator draws the portrait from your photos.
• You receive a proof: approve it, or ask for changes.
• Once approved, the portrait goes to print and then ships.

5. Your photos

You confirm that you hold the rights to the photos you send and that they infringe no third-party rights.

We use your photos solely to create and print your portrait. They are never sold, transferred, or used to train an artificial-intelligence model.

We never publish your photo or your portrait without your written permission.

We may decline an order where the photos are unusable, unlawful, or clearly outside the purpose of the service; in that case you are refunded in full.

6. Payment

Payment is made by card (through Stripe) or through PayPal. We never have access to your full card details.

The order is recorded once payment is authorised. If your bank declines, no order is created.

Pawraa gift cards can be used anywhere on the site, across several orders, in the currency they were issued in, for 24 months.

7. Delivery

Portraits are printed and shipped by our print partners in Europe, the United Kingdom and the United States, from the location closest to your address.

Indicative timing: your proof is sent within 24 to 48 hours, then printing and delivery take 2 to 5 working days from your approval. Allow 3 to 7 days in total. At peak times or for distant destinations these timings may be exceeded without affecting the order; we will tell you by email if that happens.

A tracking number is sent as soon as the parcel ships. If it is unusually late, tell us: we chase the carrier and, if the parcel is lost, we reprint at no cost.

Risk passes to you on delivery of the parcel. If it arrives damaged, tell us within 14 days with a photo and we will reprint.

8. Right to cancel

Under Article 16(c) of Directive 2011/83/EU — and, for UK customers, Regulation 28(1)(b) of the Consumer Contracts Regulations 2013 — the 14-day right to cancel does not apply to goods made to the consumer's specifications or clearly personalised.

Pawraa portraits fall into that category: they are created from your photos, for you.

In practice we go further than the law requires: until you approve the proof, you can cancel your order and be refunded in full, no reason needed. Just ask from your tracking page or by email.

9. Legal guarantees

You benefit from the legal guarantee of conformity for two years from delivery, and from the guarantee against hidden defects. UK customers additionally benefit from the Consumer Rights Act 2015.

These cover, among other things, a product that arrives damaged, a faulty print, the wrong product or size, or a mistake on our side against the approved proof.

They cost you nothing: we reprint and reship, or refund if reprinting is not possible.

10. Complaints and dispute resolution

Send any complaint to hello@pawraa.com. We undertake to reply within five working days.

If our answer does not satisfy you, you may refer the matter free of charge to our consumer mediator, whose details will be published here.

You may also use the European online dispute resolution platform: https://ec.europa.eu/consumers/odr

11. Intellectual property

Styles, reference illustrations, texts, graphics and the Pawraa brand remain our property. Buying a portrait gives you free personal enjoyment of it: display it, gift it, photograph it, post it on your own social media.

It does not allow you to reproduce it commercially, or to resell the file or derived products.

Style names are creative evocations and are not associated with any third-party brand, work or studio.

12. Governing law

These terms are governed by French law. In the event of a dispute, and failing an amicable settlement, the French courts have jurisdiction — without prejudice to the consumer protection rules that allow you to bring proceedings where you live.