Shipping Policy
Last updated: April 8, 2026
Shipping Destinations & Options
We currently ship to most European countries. We offer the following shipping options:
- Standard Shipping: 5-10 business days — €4.90 (Free on orders over €50)
- Express Shipping: 2-4 business days — €9.90
Order Processing
Orders placed before 2:00 PM (HKT) on business days are processed the same day. Orders placed after this time or on weekends/public holidays will be processed the next business day.
Tracking
A tracking number will be emailed to you once your order has been dispatched. You can track your package using the link provided in the email.
Customs & Import Duties
Depending on your country, additional customs duties or import taxes may apply. These are the responsibility of the buyer and are not included in our product prices or shipping costs.
Returns & Refund Policy
Last updated: April 8, 2026
30-Day Return Policy
We want you (and your pet) to be completely satisfied with every purchase. If for any reason you're not happy, you may return most items within 30 days of delivery for a full refund.
Return Conditions
- Items must be in their original, unused condition
- Items must be in their original packaging
- Proof of purchase is required (order number or receipt)
- Personalised or custom-made items cannot be returned unless defective
How to Return
To initiate a return, please contact our support team at info@pawlifeessentials.com with your order number and reason for return. We'll provide you with return instructions.
Refund Process
Once we receive your returned item and verify its condition, a refund will be processed within 5-7 business days. Refunds are issued to the original payment method.
Exchanges
Need a different size or colour? Contact us and we'll arrange an exchange at no additional shipping cost.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately with photos. We'll send a replacement at no cost, or issue a full refund including shipping.
Privacy Policy
Last updated: April 8, 2026
Data Controller
This website is operated by Veltora Limited (CR No. 80152231), a company incorporated in Hong Kong with its registered office at Flat 2304, 23/F Ho King Commercial Centre, 2-16 Fa Yuen Street, Mong Kok, Hong Kong.
Information We Collect
When you visit our website or make a purchase, we may collect the following information:
- Personal Information: Name, email address, phone number, shipping and billing address
- Payment Information: Payment details are processed securely through our payment provider and are never stored on our servers
- Browsing Data: IP address, browser type, device information, pages visited, and referral URLs (collected via cookies and analytics tools)
- Communication Data: Records of any correspondence when you contact us
How We Use Your Information
- Process, fulfil, and ship your orders
- Send transactional emails (order confirmations, shipping updates)
- Respond to your enquiries and provide customer support
- Send promotional emails about products and offers (with your consent; unsubscribe at any time)
- Improve our website and customer experience
- Detect and prevent fraud
- Comply with legal obligations
Information Sharing
We do not sell, rent, or trade your personal information. We share data only with trusted third-party service providers necessary to operate our business, such as payment processors, shipping carriers, and analytics services. All third parties are contractually bound to protect your information.
Cookies
We use cookies and similar technologies to enhance your experience:
- Essential cookies: Required for the website to function (cart, session)
- Analytics cookies: Help us understand how visitors use our website
You can manage cookie preferences through your browser settings.
Data Retention
We retain your personal data only for as long as necessary to fulfil the purposes described in this policy. Order data is retained for 7 years for tax and accounting purposes.
Data Security
We implement industry-standard security measures to protect your personal information, including SSL/TLS encryption for all data in transit and secure payment processing.
Your Rights
You may have certain rights regarding your personal data, including the right to access, correct, or delete your information. To exercise these rights, please contact us at info@pawlifeessentials.com.
Changes to This Policy
We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated date.
Contact
For any privacy-related questions, please contact us at info@pawlifeessentials.com or write to: Veltora Limited, Flat 2304, 23/F Ho King Commercial Centre, 2-16 Fa Yuen Street, Mong Kok, Hong Kong.
Terms of Service
Last updated: April 8, 2026
1. Agreement to Terms
By accessing and using the PawLifeEssentials website (pawlifeessentials.com), operated by Veltora Limited, you agree to be bound by these Terms of Service and all applicable laws and regulations. If you do not agree, you must not use our website.
2. Company Information
This website is operated by Veltora Limited, a company incorporated in Hong Kong under the Companies Ordinance (Cap. 622).
- Company Name: Veltora Limited
- Company Registration No.: 80152231
- Registered Office: Flat 2304, 23/F Ho King Commercial Centre, 2-16 Fa Yuen Street, Mong Kok, Hong Kong
- Contact: info@pawlifeessentials.com
3. Use of Website
You may use our website for lawful purposes only. You agree not to:
- Use the website in any way that violates applicable laws
- Attempt to gain unauthorised access to our systems or databases
- Interfere with or disrupt the proper functioning of the website
- Use automated tools or scrapers to extract data
- Transmit any malware, viruses, or other harmful code
4. Orders & Acceptance
Placing an order constitutes an offer to purchase. We reserve the right to accept or decline any order. An order is only accepted when we send an order confirmation email. We may cancel orders if products are unavailable, if there are pricing errors, or if we suspect fraud.
5. Products & Pricing
All prices are listed in Euros (EUR) and are subject to change without notice. Shipping costs are calculated at checkout. While we strive for accuracy in product descriptions and images, we do not warrant that all information is error-free. We reserve the right to correct errors and cancel any orders based on incorrect pricing.
6. Payment
We accept payment via major credit cards (Visa, Mastercard, American Express). All payments are processed securely. Payment is charged at the time of order placement.
7. Shipping & Delivery
Shipping timelines are estimates and are not guaranteed. Veltora Limited is not liable for delays caused by shipping carriers, customs processing, or circumstances beyond our control. Please refer to our Shipping Policy for details.
8. Returns & Refunds
Our return and refund practices are governed by our Returns & Refund Policy, which forms part of these Terms.
9. Intellectual Property
All content on this website, including text, images, logos, graphics, and product descriptions, is the property of Veltora Limited and is protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works without our prior written consent.
10. Disclaimer of Warranties
Our website and products are provided "as is" without warranties of any kind, express or implied. We do not warrant that the website will be uninterrupted or error-free.
11. Limitation of Liability
To the fullest extent permitted by law, Veltora Limited shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the website or products purchased through it. Our total liability shall not exceed the amount you paid for the product giving rise to the claim.
12. Governing Law
These Terms are governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region. Any disputes shall be subject to the exclusive jurisdiction of the courts of Hong Kong.
13. Changes to Terms
We reserve the right to update these Terms at any time. Changes will be posted on this page with an updated date. Continued use of the website constitutes acceptance of the revised Terms.
14. Contact
For questions about these Terms, please contact us at info@pawlifeessentials.com or write to: Veltora Limited, Flat 2304, 23/F Ho King Commercial Centre, 2-16 Fa Yuen Street, Mong Kok, Hong Kong.