Terms and Conditions
SCOPE OF APPLICATION
These General Terms and Conditions (“GTC”) apply in the version valid at the time of the order to all contracts concluded via the online shop https://www.fluffandco.eu between Fluff & Co. – Dog Patisserie e.U. (“Fluff & Co.”) and the customer (“Customer”).
The term “Customer” includes both consumers and entrepreneurs within the meaning of the Austrian Consumer Protection Act (KSchG).
ACCEPTANCE OF THE GTC
By agreeing to these GTC through activating the checkbox during the order process, the Customer expressly accepts their content.
Deviating terms and conditions of the Customer are not valid unless Fluff & Co. has expressly confirmed their applicability in writing or by email prior to accepting the order. Silence regarding the Customer’s terms shall under no circumstances be deemed acceptance.
Any agreements deviating from these GTC are only effective if confirmed in writing or by email by Fluff & Co.
CONCLUSION OF CONTRACT
The products presented in the online shop www.fluffandco.eu constitute non-binding information and are to be understood as an invitation for the Customer to submit a purchase offer.
The Customer’s order constitutes a binding offer to Fluff & Co. to conclude a purchase contract.
Order process:
Products in the online shop can first be placed into the shopping cart without obligation. All entries can be reviewed and corrected at any time before submitting the binding order.
In the next step, the Customer enters their personal details. An order is only possible when all mandatory fields are completed. After clicking “Review Order”, the Customer may check and, if necessary, adjust the order.
The Customer must then accept the GTC by activating the corresponding checkbox.
By clicking the button “Pay Now”, the Customer submits a binding order (offer) for the products in the shopping cart and authorizes payment using the selected payment method. The Customer is bound by this offer for 24 hours.
A contract is only formed once Fluff & Co. accepts the Customer’s offer. Fluff & Co. may reject offers without providing reasons, particularly – but not exclusively – in cases where orders exceed normal household quantities. In the event of rejection, the Customer will be notified by email without delay.
To accept the offer, Fluff & Co. sends the Customer an order confirmation via email after payment has been made. The contract between the Customer and Fluff & Co. is thereby concluded.
The order confirmation includes an order summary as well as links to the applicable GTC and the withdrawal policy on the Fluff & Co. website.
The website www.fluffandco.eu is provided exclusively in German. Contracts can only be concluded in German.
Fluff & Co. regularly updates and expands the range of services. These adjustments have no effect on already confirmed orders.
PRICES
All prices in the online shop are stated in euros and include the applicable statutory VAT (currently 13% for pet food).
Packaging and shipping costs, where incurred, are charged and displayed separately.
The price stated in the order confirmation issued by Fluff & Co. is decisive.
PAYMENT TERMS
Online payments are processed via Wix Payments using current security standards.
Data transmission is encrypted via a secure HTTPS connection (TLS 1.2 or higher).
Further information is available at https://www.wix.com/payments.
Accepted payment methods:
• Credit and debit cards (Visa, Mastercard, American Express, UnionPay, JCB, Diners Club, Discover, Visa Electron, Maestro)
• Apple Pay
• Google Pay
For all payment methods offered, the Customer’s payment method is charged on the date the contract is concluded.
Fluff & Co. reserves the right to exclude certain payment methods in individual cases.
If chargebacks occur for reasons attributable to the Customer (e.g., unauthorized chargeback), Fluff & Co. may require the Customer to reimburse any resulting costs.
Retention of title
Until full payment of the purchase price including any shipping costs, the goods remain the property of Fluff & Co.
DELIVERY CONDITIONS
The applicable delivery date is indicated in the web shop.
Stated delivery times are subject to unforeseen or non-attributable obstacles (e.g., force majeure, governmental measures, unforeseeable operational disruptions, delays caused by carriers or customs processes). In such cases, the delivery period is extended by the duration of the disruption. Claims for damages or cancellation due to delayed delivery are excluded in these cases.
Delivery is made to the address provided by the Customer during the order process.
The Customer must ensure the delivery address is complete and accurate and that the shipment can be delivered.
If delivery fails due to incorrect, incomplete, or unclear address information or due to non-acceptance of the shipment, the Customer bears the resulting additional costs, including the cost of re-shipment.
For perishable or custom-made items, there is no entitlement to replacement or refund if delivery cannot be completed for such reasons.
a) Contracts with consumers (§ 1 KSchG in conjunction with § 7b KSchG):
Risk of loss or damage transfers to the consumer only when the goods are delivered to the consumer or a third party designated by the consumer, provided this third party is not the carrier.
If the consumer concludes the transport contract themselves, risk transfers to the consumer once Fluff & Co. hands the goods over to the carrier.
b) Contracts with entrepreneurs:
If the Customer is an entrepreneur, risk transfers to the Customer upon handover to the carrier.
GIFT CARDS
Fluff & Co. offers both physical gift cards and digital vouchers.
After payment, vouchers—regardless of form—can be downloaded immediately and are additionally sent by email.
Physical gift cards are also shipped by post to the delivery address provided.
Vouchers purchased via www.fluffandco.eu may only be redeemed in the same online shop. To redeem, the voucher code must be entered into the “Voucher Code” field during checkout.
Vouchers are valid immediately after purchase and can only be redeemed online at www.fluffandco.eu.
Vouchers may be used until their full value is redeemed. After full redemption, the code becomes invalid.
The Customer is responsible for safe storage and confidentiality of the voucher code. Fluff & Co. assumes no liability for misuse of lost or shared codes.
Cash redemption or interest on voucher values is excluded.
Vouchers are valid for five years from the date of issue and are transferable. A redeemed voucher is considered used with the consent of the original purchaser.
Redemption is only possible while Fluff & Co. is operating its business.
If business operations are permanently discontinued, vouchers can no longer be redeemed. A cash payout is excluded in this case.
RIGHT OF WITHDRAWAL (CANCELLATION POLICY)
Consumers under the Austrian Consumer Protection Act (KSchG) generally have the right to withdraw from online contracts within 14 days of receiving the goods without stating any reason.
Entrepreneurs under § 1 KSchG have no withdrawal rights under the Distance and Off-Premises Contracts Act (FAGG).
Exceptions to the right of withdrawal
According to § 18 para. 1 items 3 and 4 FAGG, there is no right of withdrawal for:
– Goods made to customer specifications or clearly tailored to personal needs
– Goods that can spoil quickly or whose expiration date would be exceeded quickly
Therefore, all products from the Fluff & Co. range are excluded from withdrawal, as they consist exclusively of fresh, handmade patisserie and pet food items that may spoil quickly (§ 18 para. 1 item 4 FAGG).
Withdrawal rights for gift cards
Digital or physical gift cards may be withdrawn from within 14 days, provided the voucher has not yet been redeemed.
After redemption, withdrawal is excluded.
For digital vouchers, the 14-day period begins upon electronic delivery.
If a physical gift card is additionally shipped, this does not affect the start of the withdrawal period.
A clear statement of withdrawal may be submitted by email to wecare@fluffandco.eu or by post to:
Fluff & Co. – Dog Patisserie e.U.,
Landstraßer Hauptstraße 64/2, 1030 Vienna, Austria.
A sample withdrawal form is available but its use is not mandatory.
Timely dispatch of the withdrawal notice before expiration of the withdrawal period is sufficient.
Consequences of withdrawal
Upon effective withdrawal, the voucher code is deactivated and all payments, including standard shipping costs, are refunded without delay, no later than 14 days after receipt of the withdrawal notice, via the same payment method used for the original transaction, unless otherwise agreed.
LIABILITY AND WARRANTY
Our products are handmade. Minor deviations in shape, color, weight, or decoration are typical for handcrafted items and do not constitute defects.
Storage and shelf life
All products are thoroughly inspected before dispatch. The Customer must follow storage, usage, and feeding instructions. Warranty and liability are excluded for improper storage or usage after the indicated shelf life.
Inspection upon delivery / obvious defects
The Customer—or a designated third party—must inspect the goods immediately upon receipt. Obvious defects (e.g., transport damage, wrong items, missing items) must be reported on the day of delivery via email with photographic documentation. Later claims cannot be accepted.
Hidden defects
Hidden defects must be reported immediately upon discovery, no later than two days after delivery; otherwise, the goods are deemed accepted.
Remedies
For justified complaints, Fluff & Co. may choose between replacement delivery or refund. The Customer has no right to a specific remedy.
Commercial customers – duty to inspect
For entrepreneurs under § 1 UGB, the duty to inspect and notify defects per § 377 UGB applies. Failure to notify within two days renders the goods approved.
Liability
Fluff & Co. is liable for damages only in cases of intent or gross negligence. Liability for slight negligence is excluded to the extent permitted by law, except for personal injury or mandatory claims under the Product Liability Act. Liability for consequential, indirect, or financial losses is excluded unless mandatory law provides otherwise.
CUSTOMER ACCOUNT
Customers must keep their login details confidential and protect them from third-party access.
Fluff & Co. assumes no liability for damages resulting from misuse or disclosure of login data.
COPYRIGHT
All content on this website—particularly text, photos, graphics, videos, logos, layouts, and design elements—is protected by copyright.
All rights are owned by Fluff & Co. – Dog Patisserie e.U.
Any use, particularly reproduction, distribution, editing, or storage in databases, is prohibited without prior written consent, unless legally permitted.
PLACE OF PERFORMANCE, JURISDICTION, AND APPLICABLE LAW
Place of performance for deliveries and payments is Vienna.
Exclusive place of jurisdiction for disputes arising from or in connection with these GTC is Vienna. Fluff & Co. reserves the right to assert claims against entrepreneurs before any other competent court.
For consumers, the statutory jurisdiction applies.
Austrian law applies exclusively, excluding conflict-of-law rules. The UN Convention on Contracts for the International Sale of Goods (CISG) and the Austrian IPRG are excluded.
AMENDMENTS AND SUPPLEMENTS
Any deviations or amendments are only valid if expressly confirmed in writing by Fluff & Co. Confirmation by email is sufficient.
SEVERABILITY CLAUSE
Should individual provisions of these GTC be invalid due to mandatory legal requirements, the remaining provisions and contracts remain unaffected. The invalid provision shall be replaced with one that best reflects the economic intent.
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Fluff & Co. – Dog Patisserie e.U.
Status: 12 November 2025