Terms of sale

Last updated: 31 October 2026

Article 1 – Seller and scope

These general terms of sale apply to all orders placed on the website kiveloshop.com ("Kivelo" shop), operated by André Engel, sole trader (EI), RCS Paris 131 005 498, 47 rue Vivienne, 75002 Paris, France, email: contact@kiveloshop.com (the "Seller"). They are intended for consumers. The customer accepts them by confirming the order.

Article 2 – Products

The Seller offers comfort and mobility products for dogs: beds, mobility aids (ramp, stairs, harness) and accessories (bowls, cushion, car seat cover). The essential characteristics of each product (dimensions, materials, recommended size for the dog, delivery time) are shown on its page. Photos are as accurate as possible, but slight colour differences may exist. Offers are valid while stocks last at our suppliers.

Article 3 – Prices

Prices are shown including all taxes, in the currency displayed at checkout. VAT not applicable, article 293 B of the French General Tax Code. Delivery is free. The applicable price is the one displayed when the order is confirmed. For deliveries outside the European Union, customs duties or import taxes may be charged on delivery; they are paid by the recipient.

Article 4 – Promotional offers

A discount applies automatically to all items in the cart, based on their total number: 10% from 2 items, 15% from 3 items and 20% from 4 items or more (bundle offer). The items can be different. Only one level applies at a time, the highest one reached. The code BIENVENUE10, received after signing up to the newsletter, gives 10% off a first order, once per customer; it cannot be combined with the bundle offer: the discount that is most favourable to the customer is applied automatically. Partner codes (5% off) can be combined with the bundle offer and then apply to the already discounted amount.

Article 5 – Order

The customer chooses the products, checks the order summary and total price, corrects any errors, then confirms and pays for the order. A confirmation email is then sent. The Seller may refuse or cancel an order in the event of a previous dispute, suspected fraud or a product that has become unavailable; the customer is then refunded in full.

Article 6 – Payment

Payment is made online when ordering, using the methods offered at checkout (bank card, PayPal or others depending on availability), through secure payment providers. The Seller never has access to the customer's bank details.

Article 7 – Delivery

Products are delivered to the address given by the customer, in the countries offered at checkout. They ship directly from our suppliers' warehouses. The estimated delivery time of each product is shown on its page and in our shipping policy; failing that, delivery takes place no later than 30 days after the order. A tracking number is sent by email.

In the event of a delay, the customer may ask the Seller to deliver within a reasonable additional period; if delivery still does not take place, the customer may terminate the contract and be refunded all sums paid, in accordance with articles L216-6 et seq. of the French Consumer Code. The risk of loss or damage passes to the customer when they take physical possession of the products. The customer is asked to check the parcel on receipt and to report any damage as soon as possible, with photos.

Article 8 – Right of withdrawal

In accordance with article L221-18 of the French Consumer Code, the customer has 14 days from receipt of the product (or of the last product if delivered in several parcels) to withdraw, without giving any reason. The customer informs the Seller of this decision by email at contact@kiveloshop.com or via the Contact page, with a clear statement or using the form below.

The customer returns the product, complete, no later than 14 days after communicating the decision, to the address provided by the Seller. Return costs are paid by the customer. The Seller refunds all sums paid, including delivery, no later than 14 days after being informed of the decision, using the same payment method; the refund may be withheld until the product, or proof of its return, has been received. The customer is only liable for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product. Full details are in our return and refund policy.

Withdrawal form (complete and return only if you wish to withdraw):
To Kivelo, André Engel, 47 rue Vivienne, 75002 Paris, France, contact@kiveloshop.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.

Article 9 – Legal guarantees

All products benefit from the legal guarantee of conformity (articles L217-3 et seq. of the French Consumer Code) and the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code).

Under the guarantee of conformity, the customer has 2 years from delivery of the goods to act. The customer may obtain repair or replacement of the goods or, failing that, a price reduction or termination of the contract, free of charge. Defects appearing within 24 months of delivery are presumed to have existed at the time of delivery. Under the guarantee against hidden defects, the customer may act within 2 years of discovering the defect and choose between cancelling the sale and a price reduction. To use these guarantees, simply contact the Seller with the order number and a photo of the defect.

Article 10 – Liability

Products must be used for their intended purpose and in line with the information on their page (size and weight of the dog, assembly, care). They do not replace a vet's advice. The Seller cannot be held liable for damage resulting from improper use.

Article 11 – Personal data

The customer's data is used to manage orders and, with their consent, to send our offers. The customer has the right to access, rectify, erase and object, which can be exercised by writing to contact@kiveloshop.com. More details in our privacy policy.

Article 12 – Customer service and mediation

For any question or complaint, the customer first contacts customer service at contact@kiveloshop.com or via the Contact page. If the dispute is not resolved, the customer may use a consumer mediator free of charge, in accordance with articles L611-1 et seq. of the French Consumer Code. The details of the Seller's mediator will be added here once the Seller has joined a mediation scheme.

Article 13 – Governing law

These terms of sale are governed by French law, without depriving the customer of the protection granted by the mandatory rules of their country of residence. Failing an amicable solution, the dispute will be brought before the competent courts.