Terms and conditions of sale

General Terms and Conditions of Sale – Pattes & Velours

At Pattes & Velours, each product is carefully chosen for the comfort and well-being of your companion. Our priority is to offer you a simple, transparent, and trustworthy experience.

 

1. Returns and exchanges

At Pattes & Velours, we want every product to bring comfort and satisfaction to your companion. However, if an item does not suit you, here is our return policy.

Return period

You have 15 days from receipt of your order to request an exchange or return, by contacting us at:
contact@pattes-velours.ch

Items must then be returned within 15 days of receipt, at your expense, to the following address:

Pattes & Velours
c/o web4com.ch
Avenue Beauregard 1
2012 Auvernier
Switzerland

 

Condition of returned items

Returned products must be:

  • new, unused, and unwashed
  • unaltered
  • clean and free of pet hair
  • in their original intact packaging (if applicable)

Items must be returned in the same condition as when they were received.
Any product that has been used, damaged, or is unfit for resale will not be accepted.

If a return is refused, the item will be sent back to the customer at Pattes & Velours' expense, without a refund.

 

Refund

Once the return is accepted and received, the refund will be processed within 5 business days.

The refund is made using the original payment method (card, TWINT, PayPal, PostFinance, etc.).

 

Defective or damaged items

If an item arrives damaged or has a defect, please contact us within 48 hours of receipt at:
contact@pattes-velours.ch
(attaching photos if possible).

Sale items

Sale or clearance items are not eligible for return or refund.

Return shipment

We strongly recommend using a tracked shipment and keeping proof of dispatch.
Pattes & Velours cannot be held responsible for the loss of the return parcel.

 

2. Orders

Any order placed on the site implies acceptance of these General Terms and Conditions of Sale.

Once the order is confirmed, a confirmation email will be sent.
Pattes & Velours reserves the right to cancel an order in case of stock issues, pricing errors, or suspicion of fraud.

 

3. Price and payment

Prices are indicated in Swiss Francs (CHF).

Accepted payment methods are:

  • Credit card
  • TWINT
  • PayPal
  • PostFinance (subject to availability)

The order is processed after payment validation.

 

4. Delivery

Orders are generally shipped within 2 to 5 business days in Switzerland, by Swiss Post or a potential carrier.

Delivery times are indicative and may vary depending on the carrier or busy periods.

Delivery fees are indicated at checkout.

Pattes & Velours cannot be held responsible for delays attributable to the carrier.

 

5. Responsibility

The products are designed for the comfort and well-being of dogs, but their use remains the owner's responsibility.

Pattes & Velours cannot be held responsible for inappropriate use of the products.

 

6. Data Protection

Personal data is treated confidentially and used solely for the purpose of order processing and customer relationship management, in accordance with Swiss data protection legislation.

 

7. Applicable Law

These conditions are governed by Swiss law.
The legal venue is in Switzerland, in Milvignes.

 

 

Last updated: 01.04.2026