Terms of service

Effective Date: 1st August 2025

Overview

This website is operated by Pawsonal (HK) Limited (“Pawsonal”). Throughout the site, the terms “we,” “us,” and “our” refer to Pawsonal (HK) Limited. In addition, references to “Pawsonal Box” or “Paw Box” in these Terms refer to the subscription box service offered by Pawsonal (HK) Limited. Pawsonal offers this website, including all information, tools, and services available from this site (collectively, the “Platforms”), to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here. By visiting our site and/or purchasing something from us (collectively using our “Service”), you engage in the Service and agree to be bound by the following Terms and Conditions (these “Terms” or “Terms of Service”), including any additional terms and policies referenced herein or available by hyperlink. These Terms apply to all users of the site, including without limitation browsers, vendors, customers, merchants, and contributors of content. Please read these Terms carefully before accessing or using our website or Services. By accessing or using any part of the site or Service, you agree to be bound by these Terms. If you do not agree to all the terms and conditions of this agreement, then you must not access the website or use any Services. If these Terms are considered an offer, acceptance is expressly limited to these Terms. Any new features or tools added to the current store shall also be subject to these Terms. You can review the most current version of the Terms at any time on this page. We reserve the right to update, change, or replace any part of these Terms by posting updates or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes. Our store is hosted on Shopify Inc. Shopify provides us with the online e-commerce platform that allows us to sell our products and services to you.

1. Acceptance of Terms

By using our Platforms or subscribing to our Services, you indicate your unconditional acceptance of these Terms of Service. These Terms may have changed since your last visit, so please review them carefully. We reserve the right to revise or update the Terms at any time, and the most current version will always be posted here. Your continued use of the Platforms constitutes acceptance of any revised Terms.

2. General Conditions

We reserve the right to refuse service to anyone for any reason at any time. You understand that your content (excluding credit card information) may be transferred unencrypted and involve: (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. (Credit card information is always encrypted during transfer over networks.) You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission from us. The section headings used in this agreement are for convenience only and will not limit or otherwise affect the interpretation of these Terms.

3. Accuracy of Information

We are not responsible if information made available on this site is not accurate, complete, or current. The material on this site is provided for general information only and should not be relied upon as the sole basis for making decisions without consulting primary, more accurate, or more timely sources of information. Any reliance on material on this site is at your own risk. This site may contain historical information that is provided for your reference. Historical information is not current and is provided for reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor any changes to our site.

4. Website Content and Intellectual Property

Users are granted a personal, non-transferable, non-exclusive right to access and use the content on our website. The term “Content” includes all text, images, data, software, and other materials on the site, whether created by Pawsonal or by third parties. You may view, copy, download, and print such Content only under the following conditions:

  • Personal Use Only: You may use the Content solely for your own personal, non-commercial purposes.

  • No Modifications: You must not modify or edit the Content in any way.

  • Preserve Notices: You must retain all copyright, trademark, and other proprietary notices on the Content, as they appear on our site.

Except for the limited use rights above, you are not granted any license or rights to use any part of our Content (including Pawsonal’s trademarks) without our express written permission or the permission of the rightful owner. All rights not expressly granted in these Terms are reserved by Pawsonal and its content suppliers.

5. Modifications to Service and Prices

Prices for our products and services are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part of it) without notice. We shall not be liable to you or to any third party for any modification, price change, suspension, or discontinuance of the Service.

6. Payment Terms

By purchasing a product or service via our Platforms, you authorize Pawsonal to charge the payment method you provide for all applicable fees. You are responsible for timely payment of all fees and for providing Pawsonal with a valid payment method for all purchases. We accept payment through the methods indicated during checkout (for example, major credit cards or other designated payment providers). All prices are listed in Hong Kong Dollars (HK$) unless otherwise stated. The following payment terms apply:

  • Pricing and Promotions: All prices and promotions are current at the time of checkout. We do not offer retroactive price adjustments or price matching.

  • Third-Party Payment Processor: We use a reputable third-party payment service provider to process payments. This means we do not collect or store your credit card information ourselves. By submitting your payment information, you grant Pawsonal the right to store, process, and charge your information with this third-party payment processor (which may change from time to time). All payment transactions and the storage of your payment details are subject to the terms and privacy policy of that third-party provider. Pawsonal is not responsible for any errors or security breaches on the part of the third-party payment processor. However, we endeavor to work only with payment processors that encrypt your information using Secure Socket Layer (SSL) technology or comparable security measures.

7. Shipping and Delivery

We currently ship all products only within Hong Kong. Our shipping schedule and policies are as follows:

  • Free Local Shipping: We offer free local shipping for orders over HKD $350. For orders below this amount, the applicable shipping fee will be automatically calculated and displayed at checkout.

  • Orders: Your orders will be processed and shipped within 2-3 business days after we successfully process your payment. 

  • Delivery Issues: Please ensure your delivery address and contact information are accurate and up to date. We are not responsible for shipments that are delayed, lost, or misdirected due to an incorrect or outdated address provided by you. If a package is returned to us due to an address error or because it was unclaimed, we may contact you to arrange reshipment. Additional shipping fees may apply.

  • Service Delays: We strive to deliver your orders on schedule. However, delays may occur during peak periods, holidays, severe weather, or due to unforeseen courier disruptions. While we work hard to meet the stated timeframes, exact delivery dates are not guaranteed. Any significant service disruptions will be communicated on our website or by email where appropriate.

8. Returns and Refunds Policy

We offer a 7-day return policy, which means you have 7 days after receiving your item to request a return. Unfortunately, we cannot accept return requests made after this period. Due to hygiene, safety, and the nature of pet products, returns are strictly limited to the conditions outlined below.

Eligibility for Refund or Exchange: You are eligible for a full refund or product exchange only if the following occurs:

  1. You received the wrong order.

  2. The products were already broken or faulty when you received them.

Return Conditions: To qualify for a successful return, the item must meet all of the following criteria:

  1. The item must be in its original condition (unused, unopened, and undamaged).

  2. The item must come with its original packaging and all labels completely intact.

  3. You must provide valid proof of purchase (such as your receipt or order confirmation email).

How to Request a Return:

  1. Initiate the Request: To initiate a return, please email us at hello@pawsonalhk.com within 7 days of receipt. Please include your order details, proof of purchase, and description/photos of the faulty or incorrect item.

  2. Review & Instructions: After reviewing and approving your request, we will send you a confirmation email containing the return address and mailing instructions.

  3. Mailing the Return: Customers are responsible for mailing the item back to our designated Hong Kong office. Please note that return shipments are handled at your own expense.

Exchange Policy: Except for items that arrive faulty, broken, or incorrect, we currently do not accept general exchanges or returns for change-of-mind (or if your pet dislikes a specific product). Please review your cart carefully to ensure you have selected the correct items before finalizing your purchase.

Refund Processing: Once we have received and thoroughly inspected your returned item, we will notify you of the refund approval or rejection status via email. If approved, your refund will be processed within 14 business days and automatically credited back to your original payment method. Please note that your bank or credit card provider may require additional processing time to post the transaction to your account.

9. Privacy and Data Protection

Your privacy is important to us. Our collection, use, and processing of your personal data through the Platforms are governed by our Privacy Policy (available on our website), which is hereby incorporated into these Terms by reference. By using our website or Services, you acknowledge that you have read and understand our Privacy Policy and you consent to the collection and use of your personal data as described therein. We are committed to protecting your personal information and will handle it in accordance with applicable data protection laws, including the Personal Data (Privacy) Ordinance of Hong Kong. If you have any questions about our privacy practices, please review the Privacy Policy or contact us using the information provided below.

10. Disclaimer of Warranties

  • Product Use and Allergies: You are responsible for determining product suitability for your pet. Pawsonal is not liable for allergic reactions or misuse. Pawsonal does not provide any assurance that any particular toy, treat, or product will be appropriate or safe for every individual animal. We cannot guarantee that our products are free from allergens or that your pet won’t have an allergic reaction. Please use your judgment and consult a veterinarian if you have concerns about specific ingredients or materials. Under no circumstances will we be liable for any loss or damage (to you or your pet) caused by your pet’s use or consumption of the products. If you have any doubts about a product, we recommend supervising your pet and introducing new items gradually. Your sole remedy in the event of dissatisfaction or concerns with a product is as described in our Returns and Refunds policy above.

  • “As Is” Provision: Except as explicitly provided in these Terms, all products, services, and content provided by Pawsonal are supplied on an “as is” and “as available” basis. This means that we make no representations or warranties of any kind, express or implied, regarding the products or the Platforms. Information on the Platforms may include content provided by users or third parties, and Pawsonal does not verify all such content. Any content or materials downloaded or otherwise obtained through our Service are accessed at your own discretion and risk.

  • No Warranty: TO THE FULLEST EXTENT PERMITTED UNDER HONG KONG LAW, PAWSONAL (HK) LIMITED DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, including but not limited to implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement. In particular, but without limitation, Pawsonal and its suppliers do not warrant that:

    • the information on the Platforms (including any advice, recommendation, or content) is accurate, reliable, up-to-date, or complete;

    • the products or Services will meet your expectations or that any defects in the products will be corrected;

    • the Platforms or any content, services, or features available on them will be uninterrupted, secure, or error-free;

    • any errors or defects on the Platforms will be corrected; or

    • the Platforms (or the servers that make them available) are free of viruses, malware, or other harmful components.

You expressly agree that your use of, or inability to use, the products and Services is at your sole risk. No advice or information (whether oral or written) obtained by you from Pawsonal or through the Service shall create any warranty not expressly stated in these Terms. Some products we include in Pawsonal Box may come with their own manufacturer’s warranties; any such warranty is between you and the product manufacturer, not Pawsonal.

11. Limitation of Liability

Nothing in these Terms is intended to exclude or limit any condition, warranty, right, or liability which may not be lawfully excluded or limited under applicable law. In particular, we do not exclude liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation. However, to the maximum extent permitted by law, you agree to the following limitations and exclusions of liability:

  • No Indirect or Consequential Damages: In no event shall Pawsonal (HK) Limited, nor its officers, directors, employees, agents, contractors, or affiliates, be liable to you for any indirect, incidental, special, consequential, exemplary, or punitive damages of any kind. This includes, without limitation, any losses or damages for lost profits or revenues, loss of business or opportunity, loss of goodwill or reputation, loss of data, or the procurement of substitute goods or services.

  • Specific Liability Exclusions: We will not be liable for any loss or damage arising out of or related to:

    • a. Breach of Agreement: Any breach of these Terms by us (however, this does not limit any rights you may have under Hong Kong law);

    • b. Service Inaccessibility: Your use of, inability to use, or delay in use of the Platforms, any features or content on the Platforms, or any of our Services;

    • c. User Provided Information: Your submission of information or materials via the Platforms;

    • d. Third-Party Content: Any inaccuracies or omissions in information on our Platforms, particularly if such information is provided by a third party;

    • e. User-Generated Content: Any content posted, transmitted, or shared by you or other users on or through the Platforms; or

    • f. Loss of Business: Any loss of business, sales, or opportunities, or any other economic loss that is not a direct result of our breach.

These exclusions apply regardless of whether the claim for damages is based on contract, tort (including negligence), strict liability, or any other legal theory, and even if we have been advised of the possibility of such damages.

  • Liability Cap: To the extent that liability cannot be excluded but can be limited, our total cumulative liability to you for any and all claims arising out of or relating to the Service or these Terms will not exceed the total amount (if any) that you paid to Pawsonal in the one (1) calendar month immediately before the event giving rise to the liability. If you have not made any payments to us, our total liability to you shall be zero, to the fullest extent permitted by law.

  • Consumer Rights: Nothing in this section is intended to limit or affect any rights you may have as a consumer under Hong Kong law. Some products or services may have guarantees that cannot be excluded under law, and the above limitations will apply subject to any such statutory rights.

12. Indemnification

You agree to indemnify, defend, and hold harmless Pawsonal (HK) Limited and its parent companies, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, employees, and advisors (collectively, the “Affiliates”) from and against any and all claims, demands, losses, liabilities, damages, judgments, awards, costs, or expenses of any nature (including reasonable attorneys’ fees) arising out of or related to: (a) your use of the Platforms, Services, or products obtained through the Service; (b) any content you post, upload, or transmit via the Platforms; (c) your violation of these Terms or of any law or the rights of a third party; or (d) use of the Platforms or Service by any other person accessing them using your account or login credentials. This indemnification obligation will survive the termination of your use of our Services and/or these Terms.

13. Jurisdictional Exclusions and Limitations

Some jurisdictions do not allow the exclusion of certain warranties, or the exclusion or limitation of liability for certain types of damages (such as incidental or consequential damages). If the laws of a jurisdiction that apply to you prohibit any exclusion or limitation in these Terms, then such exclusion or limitation will not apply to you to the extent prohibited. In such case, all other provisions of these Terms shall remain in full force and effect.

14. Links to Third-Party Websites

Our website may contain links to third-party websites or services that are not owned or controlled by Pawsonal. These links are provided for your convenience only. Once you click on a third-party link and leave our site, you should be aware that these Terms and our policies no longer govern. We have no control over, and assume no responsibility for, the content, privacy policies, practices, or services of any third-party websites. We do not endorse, guarantee, or make any representations regarding any third-party websites or any content, products, or services they may offer. Any reference or link on our Platforms to a third party or third-party product/service is not an approval or endorsement by Pawsonal. You acknowledge and agree that Pawsonal shall not be responsible or liable for any loss or damage caused or alleged to be caused by or in connection with your use of any third-party websites or dealings with third parties. If you engage with a third party, you do so at your own risk, and you are responsible for exercising appropriate judgment and caution.

15. Governing Law and Jurisdiction

These Terms of Service and any separate agreements by which we provide you Services shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region (“Hong Kong”), without regard to its conflict of law principles. You agree that any dispute, claim, or controversy arising out of or relating to these Terms or your use of the Service shall be subject to the exclusive jurisdiction of the courts of Hong Kong. Notwithstanding the foregoing, Pawsonal retains the right to bring legal action in any jurisdiction where it deems necessary to protect its intellectual property or enforce its rights. If you access the Platforms from outside Hong Kong, you do so on your own initiative and are responsible for compliance with local laws, if and to the extent local laws are applicable. Nothing in these Terms will affect any rights you may have under mandatory consumer protection laws in your country of residence.

16. Severability

In the event that any provision of these Terms is determined to be unlawful, void, or unenforceable, that provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and the unenforceable portion will be deemed severed from these Terms. Such a determination shall not affect the validity and enforceability of any other remaining provisions. If any invalid, unenforceable, or illegal provision of these Terms would be valid, enforceable, and legal if some part of it were deleted or modified, that provision shall apply with whatever modification is necessary to make it valid, enforceable, and legal while best preserving the original intent of the provision.

17. Contact Information

If you have any questions or need to reach us regarding these Terms or to request a product return, please contact us:

  • Email: hello@pawsonalhk.com

  • Phone: +852 9222 1027

  • Address: 1608, 16/F, No. 655, Nathan Road, HK

  • Website: www.pawsonalhk.com