Terms of Service

Effective Date: October, 2026

Welcome to Smilipaw. These Terms of Service ("Terms") govern your use of our website and the purchase of our products. By accessing our website or placing an order, you agree to these Terms.

Please read these Terms carefully before using our website or purchasing any products.

1. General

This website is operated by Avenzo

Throughout the site, the terms "we," "us," and "our" refer to Avenzo.

We offer this website, including all information, tools, products, and services available to you, subject to your acceptance of the terms, conditions, policies, and notices stated herein.

By visiting our website or purchasing something from us, you agree to be bound by these Terms.

We reserve the right to refuse service where permitted by applicable law.

2. Products

• Our products are intended for use with dogs only.

• Product images are for illustrative purposes. Actual products and packaging may vary slightly.

• We reserve the right to limit quantities, discontinue products, or modify product offerings at any time.

• Product descriptions and information are provided as accurately as possible.

• Our products are not intended to diagnose, treat, cure, or prevent any disease.

• Individual results may vary depending on the dog's age, breed, health, and individual needs.

• Always follow the instructions provided with the product.

Our products are designed to support your dog's general oral hygiene and wellness. They are not a replacement for professional veterinary advice, diagnosis, or treatment.

3. Pricing and Payment

• All prices are displayed in US dollars (USD), unless otherwise stated.

• We reserve the right to modify prices at any time without prior notice.

• The price applicable to your order is the price displayed at checkout when your purchase is completed.

• Payment must be successfully received before an order is processed.

• We accept major credit cards and other payment methods displayed at checkout.

• Any applicable taxes, shipping fees, or additional charges will be displayed during checkout, where required by law.

Customers purchasing from outside the Netherlands may be responsible for applicable import duties, customs fees, or local taxes, unless these are explicitly included in the checkout price.

4. Orders and Shipping

We aim to process and ship orders as efficiently as possible.

• Orders are typically processed within 1 to 2 business days.

• Estimated shipping times are generally 7 to 10 business days, depending on the destination and shipping conditions.

• We operate in production batches to maintain quality and efficiency.

• Shipping estimates are not guaranteed delivery dates unless expressly stated otherwise.

• Once your order has shipped, you will receive a confirmation email containing tracking information, where available.

• Customers are responsible for providing accurate and complete delivery information.

• If you need to modify or cancel an order, please contact us as soon as possible at Support@smilipaw.com.

We cannot guarantee that an order can be modified or canceled once it has entered processing or has been dispatched.

If we are unable to ship within the stated timeframe, we will inform you and provide the options required by applicable law, including cancellation and a refund where applicable.

Risk of loss or damage generally passes to the consumer upon physical receipt of the goods by the consumer or a designated recipient, subject to applicable law.

5. Returns and Refunds

We want our customers to feel confident when purchasing from Avenzo.

Please refer to our separate Return and Refund Policy for complete details regarding returns, refunds, eligibility, and return procedures.

Standard Returns

• Customers may request a return within 14 days of delivery.

• Products should be returned in their original packaging where reasonably possible.

• Certain sealed products may not be eligible for return after being unsealed for health protection or hygiene reasons, where permitted by applicable law.

• Products that arrive damaged, defective, or incorrect may qualify for replacement, refund, or other remedies under applicable consumer protection laws.

• Any mandatory statutory cancellation and consumer rights remain unaffected.

Customers may contact Support@smilipaw.com to initiate a return or request assistance.

90-Day Money-Back Guarantee: Conditions

Where expressly advertised for an eligible product, Smilipaw offers an additional voluntary 90-day money-back guarantee, subject to the following conditions:

• The guarantee applies to one eligible item purchased as part of the customer's first Smilipaw order.

• Eligible items may include one Dental Chew jar or one Dental Water bottle, where the guarantee is expressly offered.

• Customers must use the product according to its instructions for a minimum of 30 days before submitting a results-based guarantee claim.

• Claims under this voluntary guarantee must be submitted within 90 days of delivery.

• The guarantee covers a maximum of one eligible item per customer.

• Subsequent purchases do not qualify for an additional first-order guarantee unless expressly stated otherwise.

• To request a refund, email Support@smilipaw.com with your order number and a description of your experience.

• Approved refunds will be issued to the original payment method unless otherwise agreed.

The minimum usage period and first-order eligibility restrictions apply only to this additional voluntary guarantee. They do not restrict statutory cancellation rights, remedies for defective or nonconforming goods, or other mandatory consumer protections.

We reserve the right to verify claims and prevent fraudulent or abusive use of the guarantee, in accordance with applicable law.

6. Intellectual Property

All content on this website, including but not limited to text, graphics, logos, product images, designs, videos, and software, is owned by Avenzo or its respective content suppliers and is protected by applicable intellectual property laws.

You may not reproduce, distribute, modify, publish, or create derivative works from our website content without prior written authorization, except where permitted by law.

Unauthorized use of our intellectual property is prohibited.

7. User Conduct

By using our website, you agree not to:

• Use the website for any unlawful or fraudulent purpose.

• Attempt to gain unauthorized access to our systems or accounts.

• Interfere with the security, functionality, or proper operation of the website.

• Submit false, inaccurate, or misleading information.

• Upload malicious software, viruses, or harmful code.

• Use our content or services in a manner that violates applicable laws or third-party rights.

We reserve the right to restrict access to our website if these Terms are violated, subject to applicable law.

8. Disclaimer of Warranties

We make reasonable efforts to ensure that our website and product information are accurate, reliable, and up to date.

However, the website may occasionally experience interruptions, technical issues, or inaccuracies.

To the extent permitted by applicable law, the website is provided on an "as available" basis without guarantees of uninterrupted or error-free operation.

Our products are intended to support dogs' oral hygiene and general wellness and are not substitutes for professional veterinary care.

Always consult a qualified veterinarian before introducing new supplements or dental care products, especially if your dog has an existing medical condition or takes medication.

Nothing in these Terms excludes or limits warranties, consumer guarantees, or statutory rights that cannot legally be excluded.

9. Limitation of Liability

To the maximum extent permitted by applicable law, Avenzo shall not be liable for indirect, incidental, special, or consequential damages arising from the use of our website or products where such liability may lawfully be excluded.

We are not responsible for losses resulting from improper use of products, failure to follow instructions, or circumstances beyond our reasonable control, except where applicable law provides otherwise.

Nothing in these Terms limits or excludes liability for fraud, intentional misconduct, or any other liability that cannot legally be limited or excluded.

Your mandatory rights under applicable consumer protection laws remain unaffected.

10. Indemnification

To the extent permitted by applicable law, you agree to indemnify and hold harmless Avenzo, its employees, representatives, and business partners against third-party claims, losses, and reasonable expenses arising directly from your unlawful use of the website or a material violation of these Terms.

This provision does not apply where prohibited by applicable consumer protection laws and does not limit your statutory rights.

11. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Netherlands.

However, this choice of law does not deprive consumers of any mandatory protections afforded to them under the laws applicable in their country or state of residence.

For customers located in the United States or other countries, any mandatory consumer protection provisions that apply to the transaction remain fully applicable.

Nothing in these Terms restricts any mandatory rights concerning jurisdiction, dispute resolution, or access to legal remedies.

12. Changes to Terms

We reserve the right to update, modify, or replace these Terms when necessary.

Any changes will be published on this page, together with an updated effective date.

Changes will generally apply to purchases made after the revised Terms take effect and will not retroactively remove rights arising from earlier purchases.

We encourage customers to review these Terms periodically.

13. Contact Us

For questions regarding these Terms, orders, products, shipping, returns, or refunds, please contact us using the following information:

Email: Support@smilipaw.com