Terms and Conditions of Sale

Version dated September 9, 2026

1. Scope and contracting party

These terms and conditions apply to orders placed through the Treuespur online store. The contracting party is Josef Darwish, trading as Treuespur, Meiselstraße 15–17/7/22, 1150 Vienna, Austria. Email: service@treuespur.de; phone: +43 670 3567872. The shop uses Shopify technology, but the seller is Josef Darwish, not Shopify. These terms particularly apply to consumers under the Austrian Consumer Protection Act (KSchG). A consumer is a natural person purchasing primarily outside their trade or independent profession. Departures from these terms apply only where expressly agreed between us and the customer.

2. Products, orders and conclusion of the contract

Product listings are invitations to place orders rather than legally binding offers. Before checkout, customers can review and correct their personal details, products, variants and personalization. By clicking the appropriately labeled order button, the customer places a binding order for the items in the cart. For consumer contracts, the button must clearly indicate the payment obligation, for example by wording equivalent to “Order with obligation to pay.” An automated order confirmation is emailed when the order is received. The purchase contract is concluded when we expressly accept the order, release it for processing or production, or dispatch the goods, whichever occurs first. We may decline an order for objective reasons, including lack of availability, unusable personalization files, obvious pricing or listing errors, reasonable suspicion of fraud or abuse, or legal inability to fulfill it. If an order is declined, any advance payment will be refunded.

3. Personalized products

Treuespur sells individually made jewelry and keepsakes. Personalization can include an uploaded pet photo, pet name, personalized wording, back engraving, chosen number of pet portraits or pendants, finish or color, and any other options shown on the product page. Customers are responsible for carefully reviewing the accuracy of all submitted details before placing the order, particularly names, engraving text, images, product variants, colors and portrait quantities. When a product is made according to the information provided, a name misspelled by the customer or an incorrectly entered engraving message does not generally constitute a production error by Treuespur.

4. Changes and cancellations of personalized orders

Personalized production can begin shortly after an order is received. If you notice an error or wish to change details, contact service@treuespur.de as quickly as possible. We will try to accommodate changes or cancellations before production starts. After individual production begins, changes or cancellations may no longer be possible. Mandatory statutory rights remain unaffected.

5. Customer-provided photographs and content

Customers may submit photos, text, names and other content required for personalization. The customer confirms that they have the necessary rights to use the content for the requested purpose and that doing so does not infringe third-party rights. The customer grants Treuespur the rights necessary to process and produce the order, including technical processing, preparation and transmission of images or designs insofar as necessary for engraving and fulfillment. This permission alone does not authorize unrelated advertising use of a privately uploaded pet photo. Where required, we obtain separate authorization before using customer photos in examples, advertising or social media. We may refuse unlawful content or content infringing third-party rights.

6. Product images and engraving results

We aim to represent products, colors, engravings and materials as accurately as possible. Actual colors may differ slightly due to screens, lighting and display settings. Every personalized engraving is individually made. Results are affected by photo resolution and quality, lighting, contrast, fur texture, camera angle, engraving area and technical requirements of the engraving process. Minor technically unavoidable variations alone are not defects if the agreed characteristics and statutory requirements are met. Statutory warranty rights remain unaffected.

7. Prices

The prices shown at the time of ordering apply. Consumer prices are displayed in the currency selected or presented by the shop for your destination. The final checkout total, including the currency used for payment and any applicable additional shipping costs, is displayed before purchase. Additional shipping charges and other applicable costs are displayed before the order is finalized. Discounts, bundles, two-for-one promotions or other offers are also subject to the conditions shown with each particular promotion. Subsequent price changes do not affect completed contracts. We are not obliged to supply an item at an obviously erroneous price. In such a case, we will inform the customer and return payments already made if no agreement is reached at the correct price.

8. Payment methods

The payment methods actually displayed at checkout are available. Depending on location, device and provider, these may include card payments, PayPal or other services offered through Shopify or payment processors. Third-party processors may have their own contractual and privacy terms. Customers must supply complete and accurate billing and payment information.

9. Promotions, bundles and two-for-one offers

Treuespur may offer temporary or ongoing promotions, bundles, two-for-one offers or comparable deals. The conditions shown on the product or offer page form part of the specific offer. A free or discounted item accompanying a qualifying purchase is available only while the qualifying conditions are met. If an entire promotional bundle or two-for-one offer is voluntarily returned, its corresponding complimentary items generally must also be returned. Mandatory warranty and withdrawal rights remain unaffected.

10. Production and delivery time

Because many items are individually made after purchase, delivery time consists of production time plus transit time. Estimated delivery times are shown in the shop or ordering process. Wording such as “approximately” or “estimated” denotes an estimate rather than a guaranteed date. Production cannot begin until all required personalization details and files have been supplied. We will seek to inform customers of material delays where possible. Statutory rights concerning late delivery remain unaffected.

11. Shipping and transfer of risk

We ship to the delivery address provided at checkout. Customers should verify its accuracy. In consumer sales, the risk of accidental loss or damage generally transfers only when the goods are delivered to the consumer or their designated third party, not merely when Treuespur hands the parcel to its chosen carrier. Statutory exceptions may apply where the consumer independently commissions a carrier not offered by us. Actual additional shipping costs resulting from an incorrect customer-provided address may be charged only where legally permitted.

12. Consumer withdrawal rights

Consumers generally have a statutory right of withdrawal for distance contracts, subject to legal exceptions. Under Section 18(1)(3) of the Austrian Distance and Off-Premises Contracts Act (FAGG), there is no statutory right of withdrawal for goods made to customer specifications or clearly personalized to an individual's needs. At Treuespur, this particularly includes items made using a customer-uploaded photo, name or personal engraving text. Where no exception applies to a non-personalized product, the applicable statutory withdrawal rules apply. See our cancellation information and voluntary return policy for details. Mandatory rights under the laws applicable to the customer remain unaffected.

13. Voluntary 30-day return policy

In addition to applicable statutory rights, Treuespur offers a voluntary 30-day return period from receipt of the goods, including personalized and engraved Treuespur products, subject to the terms of our Returns & Refunds policy. This additional benefit does not replace or restrict statutory rights. The detailed conditions, return costs and refunds are stated in the separate policy.

14. Statutory warranties

Applicable consumer warranty provisions apply, including the Austrian Consumer Warranty Act (Verbrauchergewährleistungsgesetz, VGG) where relevant. Treuespur is responsible for goods having their contractually agreed and legally required characteristics upon delivery. For movable goods, the statutory warranty period for consumer contracts is generally two years from delivery under the cited Austrian rules. Where defects exist, consumers have the legally prescribed remedies. Our voluntary 30-day return period does not shorten or replace statutory warranties. Personalized goods are also covered. We do not exclude statutory consumer warranties.

15. Damaged, defective or wrongly delivered products

If an item arrives damaged, defective or incorrect, contact service@treuespur.de. To help us investigate, please include your order number and meaningful photos where possible. This is not a condition of statutory warranty protection and does not shorten legal deadlines. Remedies for defects attributable to us are governed by applicable statutory rules.

16. Liability

Treuespur is liable in accordance with applicable law. Liability is limited only insofar as legally permitted. In particular, no limitation applies to intentionally or grossly negligently caused damage, personal injury, or cases in which mandatory law prohibits limitation or exclusion. Mandatory claims, including product liability and consumer protections, remain unaffected.

17. Force majeure and circumstances outside our control

Events outside our reasonable control may delay order processing or delivery, including major transport disruptions, government measures, natural events or comparable extraordinary circumstances. We will try to minimize the impact on customers. Mandatory consumer rights, including rights arising from delivery delays, remain unaffected.

18. Intellectual property

Shop content, including trademarks, logos, text, product descriptions, graphics, designs, videos and Treuespur product photographs, may be protected by copyright, trademark or other intellectual property rights. Use beyond the scope permitted by law requires authorization from the relevant rights holder. Rights belonging to Shopify and other third parties remain with their respective owners.

19. Privacy

Our separate Privacy Policy explains the processing of personal information. We use Shopify and potentially other service providers to operate the shop. Personal data is processed under the applicable data protection laws.

20. Alternative dispute resolution

We aim to resolve disagreements directly and amicably. Customers can first send complaints to service@treuespur.de. Where required by law, we inform consumers of the competent alternative dispute resolution body. Treuespur is not obliged to participate in consumer arbitration and, unless expressly stated otherwise, does not voluntarily commit to doing so. The former EU Online Dispute Resolution platform has been discontinued. The related ODR information obligations ceased on July 20, 2025, so the former platform link is no longer used.

21. Applicable law

Austrian law applies, excluding its conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods, to the extent legally permissible. For consumers, this choice cannot remove the protection of mandatory provisions of the law of the country of their habitual residence.

22. Jurisdiction

Statutory jurisdictional rules apply to disputes. No exclusive jurisdiction contrary to mandatory consumer protection rules is agreed with consumers. Consumer-specific jurisdiction protections remain applicable. In particular, Section 14 of the Austrian KSchG limits contractual changes to consumer jurisdiction.

23. Invalid provisions

If any provision is wholly or partly invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law. Mandatory statutory provisions take the place of an invalid clause.

24. Amendments to these terms

The terms in force when an order is placed generally govern that order. Later amendments do not automatically affect completed contracts. The current version may be viewed on our website.

25. Contract language and records

The shop offers an English-language ordering experience where available. Essential order information is displayed during checkout and in the order confirmation. Any applicable mandatory consumer-language requirements remain unaffected. Customers should retain copies of their confirmations and relevant contractual documentation for their records.

26. Contact

Treuespur
Owner: Josef Darwish
Meiselstraße 15–17/7/22
1150 Vienna
Austria
Email: service@treuespur.de
Phone: +43 670 3567872