Terms of service
Last updated: 15 July 2026
These Terms of Service apply when you visit petcup.shop or purchase a product from PetCup. By placing an order, you agree to these Terms and the policies referenced below.
1. The store
PetCup is an online store selling personalised products. The seller’s legal identity and business information are available in the Legal Notice.
The store is hosted using an e-commerce platform that provides the technical infrastructure for displaying products, processing orders and operating checkout. Your purchase contract is with the seller operating PetCup, not with the platform provider.
2. Eligibility and lawful use
You must be legally capable of entering into a purchase contract. If you are under the age of majority in your country, an order must be placed with the involvement and permission of a parent or legal guardian.
You must not use the store for unlawful, fraudulent, abusive or harmful purposes, interfere with its operation or attempt to gain unauthorised access to the store or related systems.
3. Products and product information
We make reasonable efforts to describe products, materials, dimensions, personalisation options and prices accurately. Colours and appearance may vary slightly depending on screen settings and the physical printing process.
Because each product is made to order, minor non-material differences in colour, placement or finish may occur between the digital preview and the physical product. This does not affect your rights if the product is defective, incorrect or materially different from the approved design.
4. Customer content
When you upload a photograph, name, text or other material for personalisation, you confirm that:
- you own the content or otherwise have permission to use and submit it;
- its use for your order does not infringe another person’s copyright, privacy or other rights; and
- the content is not unlawful, threatening, abusive or otherwise inappropriate.
You retain ownership of your submitted content. You grant us a limited, non-exclusive and royalty-free permission to use it only as necessary to prepare the design, send the preview, produce and deliver the product, provide customer support and resolve issues relating to the order. This permission also allows the content to be provided to relevant service providers for those purposes.
We may reject unsuitable or prohibited content. If an order cannot reasonably be completed using the submitted content, we may request replacement content or cancel and refund the order.
5. Orders and contract formation
Placing an order is an offer to purchase the selected product. The order is accepted when payment has been successfully processed and an order confirmation is sent to the email address you provided.
We may decline an order before acceptance for a legitimate reason, including an obvious pricing error, inability to produce the requested product, suspected fraud or prohibited customer content. If payment has already been collected for an order we cannot fulfil, it will be refunded.
You are responsible for ensuring that the personalisation, billing, contact and delivery information submitted with the order is complete and accurate.
6. Design preview and approval
A design preview is sent by email before production. Production begins only after you approve the preview.
You are responsible for checking the preview, including the pet name, image, layout and other requested details. If you want a change, reply to the preview email before approving it.
Approval authorises us to begin production using the approved design. Once approval has been given, changes may no longer be possible.
7. Cancellations, withdrawal and returns
PetCup products are made to the customer’s specifications and are clearly personalised. The standard 14-day right of withdrawal does not apply to these products.
As an additional voluntary policy, you may cancel an order before approving the design preview. Change-of-mind cancellations, returns and exchanges are not accepted after approval.
This does not affect your legal rights if a product is damaged, defective, incorrect or otherwise not in conformity with the contract. Full details are available in the Refund Policy.
8. Prices and payment
The price charged is the price displayed when the order is placed. Displayed prices include applicable taxes unless stated otherwise.
Shipping costs and any other applicable charges are shown at checkout before you place the order. Available payment methods are displayed during checkout.
Payment information is processed securely by the applicable payment provider. We do not receive complete payment-card details.
9. Shipping and delivery
Delivery includes the design-preview stage, production after approval and shipping. Estimated timeframes, delivery destinations, costs and tracking information are explained in the Shipping Policy.
You must provide an accurate and complete delivery address. Contact us as soon as possible if you notice an error. Address changes cannot be guaranteed after production or shipping has begun.
We remain responsible for the product until it is delivered to you or a recipient identified by you, subject to applicable law.
10. Defective or non-conforming products
The seller is responsible for defects and non-conformity in accordance with applicable consumer-protection law.
If a product arrives damaged, defective, incorrect or materially different from the approved design, contact support@petcup.shop as soon as reasonably possible. Depending on the circumstances and applicable law, an appropriate remedy may include replacement, price reduction or refund.
Any commercial warranty will be stated expressly. Your statutory rights do not depend on the existence of a commercial warranty.
11. Intellectual property
The PetCup name, branding, website content, graphics, product examples and store design are owned by or licensed to the store operator and are protected by applicable intellectual-property laws.
You may use the website for personal and non-commercial purposes. You must not reproduce, distribute, modify, scrape or commercially exploit website content without prior permission, except where permitted by law.
This section does not transfer ownership of customer-submitted content to us.
12. Third-party services and links
The store uses third-party services to provide functions such as hosting, payment processing, production and delivery. Those providers may apply their own terms and privacy notices to their services.
The website may contain links to external websites. We are not responsible for unrelated content or services operated independently by third parties.
13. Website availability and errors
We make reasonable efforts to keep the website available and accurate but cannot guarantee uninterrupted or error-free operation.
We may correct typographical errors, inaccuracies or omissions and update product information before an order is accepted. If an error materially affects an accepted order, we will contact you and provide an appropriate solution.
14. Liability
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including mandatory consumer rights.
To the extent permitted by law, we are not responsible for indirect or unforeseeable losses, losses caused by information supplied incorrectly by the customer or delays caused by circumstances genuinely outside our reasonable control.
The products are offered for ordinary personal use. These Terms do not limit any rights or remedies available to consumers under mandatory law.
15. Privacy
Personal data is processed as described in the Privacy Policy. Information about cookies and consent choices is available in the Cookie Policy.
16. Changes to these Terms
We may update these Terms when our services, practices or legal obligations change. The version applicable to an order is the version made available when that order was placed, unless mandatory law requires otherwise.
17. Severability
If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
18. Governing law
These Terms are governed by the laws of Finland. If you are a consumer residing in another EU or EEA country, you also retain the protection of any mandatory consumer laws applicable in your country of residence.
19. Complaints and dispute resolution
If you have a complaint, contact support@petcup.shop first so that we can try to resolve the matter directly.
If the matter cannot be resolved, a consumer may refer the dispute to the Finnish Consumer Disputes Board. Before doing so, the consumer should contact the Finnish Consumer Advisory Services for guidance.
Consumer Disputes Board: www.kuluttajariita.fi
20. Contact
Questions about these Terms or an order can be sent to support@petcup.shop.
Seller and business information is available in the Legal Notice.