General Terms and Conditions of Sale

Updated September 2026

Art. 1 – Object and scope of application

1.1 These General Terms and Conditions of Sale (hereinafter, the “GTCS”) govern all distance selling contracts concluded between Maison Amelie Srl, with registered office in Monza (MB), Via Cernuschi no. 6, VAT ID 14459420965 (hereinafter, the “Seller”), and the final consumer (hereinafter, the “Customer”) via the website www.madefurglam.com (hereinafter, the “Site”). The GTCS apply to products for the care, nutrition, play, and accessories for dogs marketed through the Site.

1.2 The distance selling service is reserved exclusively for consumers for personal use who are acting for purposes outside of their business, commercial, craft, or professional activities.

1.3 The language used for the conclusion of sales contracts via the Site is Italian.

Art. 2 – Products and availability

2.1 The products offered for sale are described in the relative product sheets on the Site, together with their essential characteristics, identification codes, any warnings, and price.

2.2 The Seller may modify the catalog, characteristics, prices, and availability of the Products at any time without notice, without such changes affecting orders already confirmed.

2.3 The availability indicated on the Site is merely indicative and does not guarantee immediate availability. Availability may fluctuate even while multiple orders are being placed by multiple users. In such cases, the Seller will promptly inform the Customer of any total or partial unavailability of the product and will proceed, at the Customer's choice where applicable, to refund the amounts already charged for unavailable products or to execute the order partially.

2.4 Photographs and graphic representations of products are purely illustrative and may not correspond perfectly to reality, also due to the settings of the device used. The Customer must rely exclusively on the textual description and product characteristics provided in the relative product sheet on the Site.

2.5 The Seller reserves the right to modify the assortment, catalog, style, models, colors, characteristics, and price of the products without notice, without such changes affecting orders already confirmed.

2.6 Since products are offered for personal use, the Seller may refuse orders based on legitimate grounds, in particular when products are ordered in anomalous quantities or in a manner suggesting commercial purposes, unauthorized or illicit activities. Restrictions may apply to anomalous or repeated orders placed by the same account, using the same payment method, or using the same billing or shipping address.

2.7 The Seller is not responsible for errors, delays, or service disruptions resulting from the lack of operation or malfunction of the Customer’s internet connection, devices, or systems. The Seller reserves the right not to process orders containing prices, descriptions, or product characteristics that are manifestly incorrect or recognizably anomalous due to material or technical error.

Art. 3 – Prices

3.1 The prices of the products indicated on the Site are expressed in euros and include VAT and all applicable taxes. Any delivery charges are indicated separately before the Order Confirmation and in the order form.

3.2 The Seller constantly verifies the accuracy of the prices published on the Site, although it cannot guarantee the absence of material errors.

Art. 4 – Ordering procedure and conclusion of contract

4.1 The Site sets out the essential characteristics and price of each product. The information on the Site does not constitute an offer to the public, but an invitation to the Customer to submit a purchase proposal.

4.2 Before submitting the order, the Customer must carefully read all instructions provided during the purchasing process, including those relating to delivery charges, conditions for exercising the right of withdrawal, the Privacy Policy, and these GTCS.

4.3 To purchase products, the Customer must: (i) select the products and add them to the “Cart”; (ii) enter the data required for shipping and payment; (iii) verify the order summary and the total price; (iv) accept the GTCS and, where required, the Privacy Policy; and (v) click on the appropriate button labeled “Confirm and pay,” “Submit order,” or equivalent, which clearly highlights the payment obligation, thereby transmitting the purchase proposal to the Seller.

4.4 The transmission of the purchase proposal constitutes an offer to purchase the selected products, governed by these GTCS and binding on the Customer, without prejudice to the right of withdrawal provided for by Art. 7. The transmission of the proposal entails the Customer’s obligation to pay the price of the ordered products if the contract is concluded.

4.5 Before submitting the purchase proposal, the Customer has the opportunity to verify and correct the entered data by following the procedure indicated on the Site, including changing quantities and adding or removing products from the Cart.

4.6 Automatic receipt of the order by the Seller’s systems and any technical e-mail acknowledging or confirming receipt do not constitute acceptance of the purchase proposal nor the conclusion of the contract.

4.7 The contract between the Seller and the Customer is perfected exclusively at the moment the Customer receives the Seller’s confirmation of express acceptance of the purchase proposal (the “Order Confirmation”). The Order Confirmation will be sent to the e-mail address indicated by the Customer in the proposal.

4.8 In case of unavailability of one or more ordered products, the Customer will be informed via e-mail. The proposal may be canceled in its entirety or accepted only for the available products. In case of partial acceptance, the Customer will only have to pay the price for the available products and, where applicable, the relative delivery charges. Maison Amelie is not liable to the Customer in the event of a product being unavailable if this occurs before the conclusion of the contract.

4.9 The Seller may refuse the purchase proposal within 30 (thirty) days of its receipt. In such a case, no amount will be due from the Customer or, if already paid, it will be refunded. A refusal may occur, for example, in the following cases: (i) unavailability of products; (ii) notification or reasonable suspicion of fraudulent or illegal activities, including purchases for commercial purposes; (iii) the Customer’s failure to fulfill obligations arising from a previous contract concluded with the Seller; (iv) an incomplete or unverifiable order or one containing inaccurate data.

4.10 The Order Confirmation will contain a summary of the essential characteristics of the purchased products, the detailed price, payment methods, any delivery charges, the conditions and methods for exercising the right of withdrawal, relevant exclusions, the address for any complaints, and information on after-sales assistance services and the legal guarantee of conformity.

4.11 After receiving the Order Confirmation, the order cannot be canceled or modified, except for the right of withdrawal. Returning products already shipped must take place according to the procedure set out in Art. 7.

Art. 5 – Payment methods

5.1 The Customer may pay the price of the products and any delivery charges by credit or debit card, advance bank transfer, and other systems indicated on the Site. Payment is due according to the methods and times indicated in the order procedure.

5.2 The Seller accepts payments made with the following cards: Visa; Mastercard; American Express.

5.3 For card payments, the charge will be made only after: (i) verification of the card data; (ii) receipt of payment authorization from the issuer; and (iii) confirmation of product availability by the Seller, except in cases of personalized products or other scenarios indicated on the Site. Any pre-authorization or temporary hold of amounts on the payment card serves exclusively to verify the validity of the payment instrument and does not constitute acceptance of the order or a final charge.

5.4 Payment data are processed via systems and providers that comply with applicable security standards. The Seller does not store the Customer’s full credit card data, except to the extent necessary to comply with legal obligations.

5.5 At the time of submitting the purchase proposal, no final charge will be made to the card, except for a possible temporary hold necessary to verify its validity. This temporary hold will be canceled and replaced by the final charge corresponding to the amount due after the order is processed; it will also be canceled in the event of an order cancellation.

5.6 Payment by bank transfer must be made no later than 7 (seven) working days from the date of the Order Confirmation, using the bank details provided by the Seller. Expenses and commissions applied by the Customer’s bank remain the responsibility of the Customer.

5.7 If, for any reason, within the applicable term it is not possible to charge the amounts due to the card or, in the case of a bank transfer, the funds are not available in the Seller’s account, the contract cannot be executed and the order will be considered canceled, unless otherwise agreed in writing.

5.8 The Seller reserves the right to suspend the processing of an order in the presence of reasonable evidence of fraud, unauthorized use of payment instruments, or inconsistencies in the data provided by the Customer, and may request additional documentation strictly necessary for verification.

5.9 For each order, the Seller will issue an invoice, which will be sent to the Customer via e-mail or by post in accordance with current regulations. The invoice will be issued based on the data provided by the Customer and cannot be modified after its issuance, except for corrections required by law.

Art. 6 – Shipping, delivery, and collection

6.1 After shipping the products, the Seller will send the Customer an e-mail confirming the shipment. The Seller may also send a second e-mail confirming delivery.

6.2 The Customer can choose from the options available on the checkout page to have delivery made to the address indicated in the purchase proposal, via a courier selected by the Seller, on working days.

6.3 Estimated delivery times are indicated on the Site or in the Order Confirmation and start from the confirmation itself. Save for force majeure or unforeseeable circumstances, delivery will be made within 30 (thirty) days from the date indicated in the Order Confirmation. The times indicated are estimates and do not constitute essential terms. In case of non-delivery within the agreed terms, the Customer may request a supplementary period; once this period has expired without results, they may terminate the contract and obtain a full refund of the amounts paid, within the limits of the law.

6.4 The risk of loss or damage to the Products transfers to the Customer at the moment of material delivery of the Products to the Customer or to a third party designated by them, other than the carrier. The Seller remains liable until that moment in accordance with the law.

6.5 Upon delivery, the Customer is invited to verify, as far as possible, the external integrity of the packaging and the correspondence of the number of packages. Any visible anomalies must be reported without delay to the carrier and the Seller. It remains understood that this verification does not constitute a condition for exercising the rights granted to the consumer by law.

6.6 In case of non-delivery due to the Customer’s absence, incorrect address, omission of necessary data, unjustified refusal of delivery, or failure to collect at the storage point within the terms indicated by the carrier, the product may be returned to the Seller. In such a case, the Seller may retain or request the actual costs incurred for storage, return, and any new shipment, without prejudice to the Customer’s right to a refund of the product price in cases of withdrawal or termination granted by law.

6.7 Products purchased on the Site are delivered using the standard packaging normally used by the Seller for the sale and shipment of products, suitable for protecting them during transport.

Art. 7 – Right of withdrawal

7.1 Pursuant to Art. 52 et seq. of the Consumer Code, the Customer has the right to withdraw from the contract without stating any reason within 14 (fourteen) days from the day the Customer or a third party designated by them, other than the carrier, acquires physical possession of the products. In case of split delivery, the term starts from the day the Customer acquires physical possession of the last product.

7.2 Within the term referred to in Art. 7.1, the Customer may communicate the withdrawal using one of the following methods: (i) using the online function available on the Site; (ii) selecting “Return item” from the Customer’s account, in the section relating to order details; (iii) selecting “Return item” via the delivery confirmation e-mail; or (iv) contacting customer service at info@madefurglam.com. The possibility of using the standard withdrawal form provided for by the applicable legislation remains unaffected.

7.3 The Customer must return the products within 14 (fourteen) days of notifying the withdrawal, sending them to the address [Viale Brianza 29, Monza, MB 20900] or following the instructions received from the Seller. Products must be returned intact, unused, and undamaged, complete with all accessories, instructions, packaging, and original labels, where reasonably possible, subject to the handling necessary to verify their nature, characteristics, and functioning. The Customer is responsible exclusively for any decrease in value resulting from handling other than that necessary for such verification. Unless otherwise indicated on the Site, return costs are borne by the Customer.

7.4 The Seller will refund all payments received from the Customer, including any standard delivery costs applied, without undue delay and in any case within 14 (fourteen) days from the day on which it was informed of the Customer’s decision to withdraw from the contract. However, the Seller may withhold the refund until it has received the goods or until the Customer has demonstrated that they have returned the goods, whichever is earlier. The refund will be made using the same payment method used for the initial transaction, unless otherwise agreed and without additional costs for the Customer.

7.5 Where the Seller allows returns at a physical store location, this method constitutes a mere logistical convenience. If the Customer exercises the legal right of withdrawal, the refund will be made by the Seller using the same payment method used for the initial transaction.

7.6 The right of withdrawal is excluded, in addition to the cases provided for by Art. 59 of the Consumer Code and the law, with reference to: (i) custom-made or clearly personalized products, such as, for example, those made or modified upon specific request of the Customer; (ii) sealed products that are not suitable for return for hygienic reasons or related to health protection and that have been opened after delivery; (iii) perishable or rapidly expiring products.

Art. 8 – Replacement of products

8.1 Without prejudice to the Customer’s rights provided for by Art. 7 and except in cases where the right of withdrawal is excluded, the Seller recognizes the Customer, as a mere additional commercial option, the possibility of requesting the replacement of products purchased on the Site within 30 (thirty) days of their receipt, following the procedure indicated by the Seller.

8.2 Products to be replaced must be returned intact, unused, undamaged, and with tags still attached. The Customer is responsible exclusively for any decrease in value resulting from handling other than that necessary to verify the nature, characteristics, and functioning of the products.

8.3 To organize the return, the Customer must contact the courier at the number indicated in the return request e-mail or on the online procedure confirmation page, or follow the further instructions of the Seller. Unless otherwise indicated on the Site, return costs are borne by the Customer.

8.4 Replacement will be made subject to verification of the availability of the requested product. In case of unavailability, the Seller will inform the Customer and proceed, where applicable, to refund the amount paid using the original payment method.

8.5 The replacement will be handled in a manner similar to that applied to a new order. If there is a price difference, the Seller will refund the difference to the Customer in case of a lower value of the replacement product; in case of higher value, the Customer must pay the relative difference before shipment.

Art. 9 – Legal guarantee of conformity

9.1 All products are covered by the legal guarantee of conformity provided for by Art. 128 et seq. of the Consumer Code. The Seller is responsible for lack of conformity existing at the time of delivery and manifesting within the period provided for by law.

9.2 In the event of a lack of conformity, the Customer is entitled, at no cost to themselves, to have the conformity of the goods restored by repair or replacement, at their choice, unless the remedy requested is impossible or imposes disproportionate costs. In the cases provided for by law, the Customer may obtain a proportional reduction in the price or the termination of the contract. The defect must be reported to the Seller via info@madefurglam.com or to the addresses indicated on the Site. The Seller may request from the Customer information, images, or other documentation reasonably useful for verifying the reported defect.

9.3 The action intended to enforce a lack of conformity is time-barred within the terms provided for by law. The costs for the return of products to be repaired or replaced and the costs of redelivery to the Customer of the repaired or replaced products shall be borne by the Seller, once the defect has been verified.

Art. 10 – Liability

10.1 The Seller is not liable for damages, losses, or harm arising from improper use of the products, use not in accordance with the instructions or the intended use, inadequate storage, or use incompatible with the animal's characteristics, except in cases of intent or gross negligence and without prejudice to the mandatory rights of the consumer.

10.2 The Seller's liability for damages not attributable to intent or gross negligence arising from the breach of the contract cannot exceed the value of the order to which the damage refers.

10.3 The Customer is required to verify that the chosen Product is suitable for the size, characteristics, and needs of their animal and to follow the instructions for use and safety provided by the Seller or the manufacturer.

Art. 11 – Applicable law and competent court

11.1 These GTC and the contracts concluded with Customers are governed by Italian law.

11.2 For any dispute arising from the interpretation, validity, or execution of these GTC and the contracts concluded with the Seller, the court of the place of residence or domicile of the Consumer-Customer shall have jurisdiction, pursuant to Art. 66-bis of the Consumer Code, without prejudice to the mandatory rights provided for by law.

Art. 12 – Complaints

12.1 Any complaints may be sent by the Customer to the contact details indicated on the Site and in the Order Confirmation. The Seller will handle the complaint as soon as reasonably possible.

12.2 Should the Seller not adhere to any alternative dispute resolution body, this circumstance will be made known to the Customer. Where the Seller is required to or decides to adhere to an ADR body, the relevant information will be indicated in these GTC and on the Site.

Art. 13 – Amendments to the GTC

13.1 The Seller reserves the right to modify or update these GTC at any time, including to adapt them to regulatory, technical, or commercial changes. The applicable version is the one published on the Site at the time the order is sent.

13.2 The amendments do not apply to orders already confirmed, which remain governed by the version of the GTC accepted by the Consumer at the time of the conclusion of the Contract, unless the amendment is required by law and must apply to ongoing relationships.

13.3 Should any provision of these GTC be declared invalid, ineffective, or unenforceable, the remaining provisions will remain fully valid and effective, to the extent permitted by law.