General Terms and Conditions

Table of content


These General Terms and Conditions of Business apply to all orders and deliveries between Maison du Loup, 230 Chemin des Roumeges, 34560 Poussan, France, (hereinafter: Maison du Loup) and its customers via the online shop

Order process, entering into a contract, quantity limitation

Order process

Maison du Loup offers its customers a comprehensive range for all matters concerning domestic pets. By clicking on the products or product descriptions, the customer navigates to the product details, e.g. details regarding the product design, size or taste. The product is placed in the virtual shopping basket by entering the requested quantity and clicking on the shopping basket icon.

By clicking on the “shopping basket” button, displayed in the top right-hand corner of the online shop, the customer navigates to an overview page and at any time can check the goods in the virtual shopping basket and, where necessary, make changes.

If a customer does not wish to purchase additional goods, they can continue via the “To order/checkout” button. Registered customers can enter their user names and passwords here to automatically use their saved information for the order. Alternatively, the customer can register as a new customer and set up a customer account or continue the purchase without setting up a customer account. In such a case, the customer must enter their address and invoice information on the following page.

By further clicking on the “Continue” button, the customer reaches the penultimate order stage “Overview”. The customer has access to an overview of the order here with details of the price (including the statutory VAT) and details of the delivery service and costs.

The order is entered into by clicking on the “Buy” button. This means a binding offer has been made.

Entering into a contract

The images of the range in the online shop are intended as an illustration and do not constitute binding offers for sale. By completing the order process by clicking on the “Buy” button the customer makes a binding offer to enter into a purchase contract. The customer thereupon receives an automated confirmation of receipt of order by e-mail (order confirmation). This order confirmation does not constitute acceptance of the offer. The contract with Maison du Loup is only concluded when Maison du Loup sends the ordered product to the customer and the shipping to the customer is confirmed by e-mail (shipping confirmation).

Quantity limitation

The offered goods are sold in customary domestic quantities only and only to persons of an age at which they are capable of entering into legal transactions.

Prices and shipping charges


All prices include statutory VAT and exclude shipping costs. We do not sell to businesses. Therefore, we do not issue VAT receipts, nor do we refund the VAT.

Shipping Charges

Maison du Loup delivers from a minimum order value of €19 (excl. shipping charges). The maximum weight for any parcel we can dispatch is 31kg. Orders weighing over 31kg will be dispatched in 2 or more parcels (depending on weight). Based on the value and weight of your order. The fee will be visible before checkout.

Dispatch and delivery

In countries other than the Federal Republic of France, Maison du Loup only delivers to private individuals.

Unless stated otherwise in the offer, the delivery period is 1 to 5 working days.

In the event that some of the ordered products are not in stock, Maison du Loup shall be entitled to provide partial deliveries at its cost provided this is acceptable for the customer.

In the event that Maison du Loup is unable to deliver the ordered product because Maison du Loup itself is not supplied by its own suppliers, without culpability on the part of Maison du Loup, Maison du Loup may withdraw from the contract. In such a case, Maison du Loup shall inform the customer without delay and propose a comparable product. If a comparable product is not available, or if the customer does not wish to have that product delivered, Maison du Loup shall, without delay, reimburse payments made by the customer. Deliveries are free of customs duties within the EU. In the case of delivery in countries outside the EU customs duties, taxes and other levies that may apply shall be borne by the customer.

In the event that supplied products are damaged on route, the Maison du Loup customer service is to be contacted, where possible, without delay. As a result, Maison du Loup shall have the option of lodging a complaint with the carrier or transport insurer regarding the damage. If the customer fails to provide notification of transport damage, this shall not have any effect whatsoever on the customer’s statutory guarantee rights.

In order to fulfil customer orders Maison du Loup needs to pass on the customer email address, and where available contact phone number to the delivery company authorised to delivering the goods. This forms part of the contract with Maison du Loup. The customer does not have the right to object. For further information please see our Data Protection page.

Reservation of ownership

The goods shall remain the property of Maison du Loup until the payment in fulfil. Prior to the passing of ownership, pledging, ownership transfer by way of security, processing or redesigning are not permitted without approval by Maison du Loup.

Right of withdrawal

Customers who are consumers have a fourteen-day cancellation right. A consumer is any natural person who enters into a legal transaction for a purpose that is neither attributable to their commercial nor self-employed professional activity. The following regulations apply to the cancellation right and the excluding of the cancellation right. If customers have any further questions about cancellations, they can contact the Maison du Loup customer service.

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you, acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us (Maison du Loup, Customer Services 230 Chemin des Roumeges, 34560 Poussan, France, telephone: 0033 635 388 373, of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the attached model withdrawal form but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your right of withdrawal before the withdrawal period has expired. 

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to:

Maison du Loup
230 Chemin des Roumeges
34560 Poussan

without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

End of Information concerning the Right of withdrawal.

Exclusion of the right of withdrawal

The right of withdrawal does not apply in the event of delivery of goods

that are not pre-produced and an individual selection or determination by the consumer is authoritative for their manufacture or goods that are clearly geared towards the consumer’s personal requirements; goods that may perish quickly or goods whose sell-by-date would quickly run out,

that are not suitable for returns for reasons involving health protection or hygiene if their seal has been broken post-delivery,

that were post-delivery inseparably mixed with other goods.

Model withdrawal form (Should you wish to cancel your contract with Maison du Loup please complete this form and return to Maison du Loup, Customer Service, 230 Chemin des Roumeges, 34560 Poussan, France,

— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
— Ordered on (*)/received on (*)
— Name of consumer(s)
— Address of consumer(s)
— Signature of consumer(s) (only if this form is notified on paper)
— Date
(*) Delete as appropriate.

Guarantee and liability

The statutory guarantee provisions apply.

Payment methods and credit notes

Payment for goods is to be made by Visa, Mastercard, or American Express credit card & Visa Debit Card. Unfortunately, we cannot accept payment sent in the form of cash or cheques and are not responsible for loss.

Your credit or debit card will not be charged until your goods leave our warehouse. In the case of possible returns the amount paid will be refunded. Should your credit card have insufficient credit we reserve the right to invoice you for the costs incurred in making requests for payment.

Maison du Loup reserves the right in individual cases or depending on the delivery method chosen by the customer to accept only certain types of payment.

If the customer defaults in payment, the purchase price shall incur interest during the default in the sum of 5 percentage points above the ECB base lending rate. If the customer is not a consumer, the default interest shall be 8 percentage points above the base lending rate. Maison du Loup reserves the right to assert a claim for greater damage caused by default subject to furnishing proof in that respect.

Payment via bank transfer

Please be sure to include your order invoice number in the payment reference field when you enter the information for your bank transfer. Please transfer the balance to the following account:

David Zeman – Maison du Loup
Revolut Bank UAB, France
IBAN: FR76 2823 3000 0105 1152 9201 952

Payment by credit card

In the case of payment by credit card, amounts are booked within one week after shipping the goods.


PayPal is an online account-based system that lets anyone with an email address send and receive online payments using their credit card or bank account. You can use it at Maison du Loup to pay safely, easily and quickly. During the ordering process, you can also open up a PayPal account if you don’t have one. Please note that we cannot accept PayPal accounts from the USA.

Data protection

Maison du Loup takes the protection of its customers’ data very seriously. The Maison du Loup data protection declaration can be viewed here.

Legal Identity

Maison du Loup
230 Chemin des Roumeges
34560 Poussan
represented by: David Zeman
SIRET: 832 705 875 00017

Final arrangements

Should any provision of these Terms and Conditions be or become invalid or unenforceable, the validity or enforceability of the other provisions of these Terms and Conditions shall not be affected thereby. French law applies by way of exclusion of the UN Convention on Contracts for the International Sale of Goods (CISG).

Poussan, 20.02.2024

Logo Maison du Loup, png, noir

If you would like to be among the first to be informed about the reopening of our shop, please leave us your email address.

2024, year of big changes

Dear customers, visitors to our site,

We apologize for the inconvenience caused while shopping in our online store. We are currently moving and expanding our workshop as well as updating our website to meet the huge demand from our customers.

Currently, some products are unavailable or may take longer than the stated delivery times.

We try to speed up the whole process as much as possible.

Thank you very much for your understanding and patience.

of Maison du Loup