Terms and Conditions of Purchase

Field of Application

These general conditions of purchase apply to all orders and deliveries between Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 362200, (hereafter referred to as: Truelove) and its professional customers of the online shop www.truelove-us.com. The website www.truelove-us.com is intended for selling to professionals only.

Order Procedure, Conclusion of the Contract, and Quantity Limit

Order Procedure:

Truelove offers its customers a large choice of items designed for pets. The client can access all the details concerning the products such as its appearance, dimensions, and style by clicking on the products. When the customer selects the desired number of items and clicks on the pictogram representing a shopping trolley, the product is placed in a virtual basket.

By clicking on the "my basket" button in the online shop at the top right of the screen, the customer can access a summary page and can check at any time which items are in their online basket and make changes if required.

If the customer wishes to complete their order, they can click on the "Place order" button. Registered customers can enter their username and password here to automatically use their saved information to place their order. The customer can also register as a new customer and create a customer account or continue shopping without using a customer account. In this case, the customer must enter their address and invoice information on the next page.

By clicking on the "next" button again, the customer reaches the penultimate step. Finally, the customer receives a statement of their order with details of price and delivery costs.

The order is completed as soon as the customer clicks on the "Place Order" button. A binding offer is then made.

Conclusion of the Contract:

The photographs of the product range on the online shop are only for viewing purposes, they are not exact replicas. The customer makes a binding offer to conclude a sales contract as soon as they complete the ordering process by clicking on "Place order." The customer then receives an acknowledgment of purchase by e-mail (order confirmation). This order confirmation does not constitute an acceptance of the offer. The contract with Truelove is only concluded when Truelove ships the ordered product to the customer and confirms the shipment to the customer by e-mail (order confirmation).

Quantity Limit:

We sell quantities compatible with professional use.

Prices and Delivery Charges


As Truelove is located in China, and therefore outside the United States of America, all prices shown on the online shop are exclusive of tax. Customs & duties charges and VAT are at the rate in force in the country of import and are to be paid to the carrier on receiving the goods.

Shipping Costs:

Truelove delivers throughout the United States of America. We remind you that deliveries to military addresses, post offices, and other collection points are not possible. If an order needs to be delivered in several shipments for technical or logistical reasons, no additional shipping costs will be charged to the customer.


Orders are shipped within 1 to 3 days ON AVERAGE depending on the day that the order is placed (Saturday, Sunday, and public holidays excepted) and subject to payment of the entire order. The packages are then generally delivered between 10 and 15 days after their shipment. The time may vary depending on the country of destination and the carrier.

Truelove cannot be held responsible for delays attributable to the carrier and issues beyond its control.

If some of the products ordered are not in stock, Truelove will make partial deliveries to the customer at its own expense.

In the event that Truelove is unable to deliver the ordered product because Truelove has not received deliveries from its suppliers, for reasons for which it cannot be held responsible, then Truelove may withdraw from this contract. In this case, Truelove will immediately inform the customer and propose a similar product. If no comparable product is available or if the customer does not want this alternative product delivered to them, Truelove will immediately refund the amount already paid.

Within the United States of America, delivery is subject to customs duties.

If the delivered items have been damaged during transport, the Truelove Customer Service must be informed as soon as possible. Truelove will address claims with the carrier or the transport insurance. If the customer does not declare a transport problem, this negligence will have no impact on their legal warranty rights.

Legal Ownership

The products remain the property of Truelove until full payment has been received. It is forbidden to pawn or modify the products prior to the ownership transfer without Truelove’s permission.

Cancellation Rights

Customers are consumers and therefore have a right of 14 days to withdraw from the contract. The following regulations concerning the cancellation rights apply. For all other questions regarding cancellation rights, please contact Truelove’s customer service.

Information Concerning the Right to Withdraw from the Contract:

Rights of Cancellation (Withdrawal):

You only have the right to withdraw from this contract without giving any reason, within fourteen days if your company has fewer than five employees. The withdrawal period expires fourteen days after the day on which you or a third party other than the carrier receives the last delivered item of your order.

To exercise the right of withdrawal, you must notify us (Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 362200, contact@truelove-us.com) of your decision to withdraw from this contract by means of a clear statement (e.g. letter sent by post, fax or e-mail). You may, but are not obliged to, use the model withdrawal form.

For the withdrawal period to be respected, you must send your notice of withdrawal before the withdrawal period expires.

Effect of the Cancellation (Withdrawal):

In the event of withdrawal from your part of the contract, you will receive a refund in full (except for customs charges and VAT which would have been paid to the carriers), without undue delay and no later than fourteen days from the day we are informed of your decision to withdraw from the contract. We will make the refund using the same means of payment that you used for the initial transaction, unless we agree to a different means; this refund will not incur any costs for you. We may refuse to give you a refund until we have received the returned products or before you have provided proof that you have returned the products, whichever is the earliest.

You must return the order to us no later than fourteen days from the date of cancellation to the address below:

The product(s) must be returned clean, unused, and in good condition to:

Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 362200

The deadline is deemed to have been met if you have sent us the products within fourteen days.

The cost of returning the goods is the responsibility of the purchaser, except in the case of an error on the part of Truelove.

You shall only be liable for any loss in value of the goods if this loss in value is due to the fact that you have manipulated the product to check its condition, characteristics, and functioning, when this was not necessary.

End of Information Concerning the Rights of Withdrawal

Exclusions from the Right of Withdrawal:

Any right of withdrawal is excluded for the delivery of products that are not prefabricated and that are manufactured in accordance with an individual choice or specification of the consumer or according to their personal needs, for the delivery of perishable products or products whose expiry date could be quickly exceeded, for which any return is impossible for reasons of hygiene or health protection if their hermetic seal has been removed after delivery and if they have been mixed with other products and are then inseparable due to their texture after delivery.

Withdrawal Form:

Model Withdrawal Form (Please only complete and return this form if you wish to withdraw from the contract)

To: Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 362200, or by email to contact@truelove-us.com

I/We () hereby notify you () of my/our () withdrawal from the contract for the sale of the goods ()/for the provision of the service (*) below:

Ordered on ()/received on ()

Name of the customer(s) - Address of the customer(s)

Signature of the customer(s) (If submitting this form on paper)

Date _______________

(*) Delete as appropriate.

Exchanging Items

The possible exchange of products in case of errors not attributable to Truelove, errors of color or size for example, will be at the expense of the buyer, and the exchange will only be possible if the items are clean, unused, and in suitable packaging. Delivery costs and the price difference, if any, must be paid before the goods are returned.

Warranty and Liability

The seller is responsible for defects in the conformity of the goods to the contract in accordance with legal conditions and for hidden defects in the goods sold under legal conditions.

If the consumer exercises their legal guarantee of conformity, they have a two-year period from the delivery of the goods to take action. They may choose between having the goods repaired or replaced, subject to the cost. They are exempt from having to provide proof of the existence of the lack of conformity of the goods during the six months following delivery.

The legal guarantee of conformity applies independently of any commercial guarantee. The consumer may choose to enforce the guarantee against hidden defects of the product. In this case, they may choose between canceling the sale or a reduction of the sale price.

Customers can make a request under the guarantee by sending a letter to the following address:

Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 362200, or by e-mail to contact@truelove-us.com

Methods of Payment

Products can be paid for by credit card using Paypal. Truelove reserves the right to exclusively accept certain types of payment depending on the order or delivery method chosen by the customer. It is not possible to pay by sending cash.

Discount Codes and Gift Codes

When using a discount code or gift code, the current terms and conditions of use, such as minimum order amount, expiry date, etc., must be observed. The relevant information is stated with the code concerned. Furthermore, only one code can be accepted per order and per customer. Cash payments and subsequent compensation from a previous order are not possible. It is forbidden to resell the codes.

Data Protection

Truelove takes the protection of consumers' data very seriously.

Online Shop Operator

Truelove Pet, 2# Guiquan Road Meiling Industrial Park, JinJiang, FuJian Province, China 36220