Terms & Conditions
1. Company Information
This website is operated by Tokumarosou ApS
Registered address: Grønlundvej 3, 6650 Brørup, Denmark
Warehouse return address: Nørregade 68-69, 6650 Brørup, Denmark
CVR (VAT) number: DK40285458
Email: info@hokuo.pet
Phone: +45 32 12 32 12
Hokuō® is a registered trademark owned by Tokumarosou ApS.
2. General Terms
These Terms and Conditions apply to all purchases made through www.hokuo.pet. By placing an order, you accept these terms. We reserve the right to update these terms from time to time. The version published on our website at the time of purchase shall apply to your order.
3. Orders & Payments
Orders are processed via Shopify. All prices are shown in DKK or local currency (where available) and include VAT where applicable unless otherwise stated.
Accepted payment methods include:
- Visa, MasterCard, Maestro
- Apple Pay, Google Pay
- Bancontact, iDEAL
- MobilePay (Denmark)
- Vipps (Norway & Sweden)
Payment is captured when your order is accepted and processed.
We reserve the right to refuse or cancel an order in cases of pricing errors, suspected fraud, stock discrepancies, or other exceptional circumstances.
B2B orders are handled and invoiced separately.
4. Shipping & Delivery
We currently deliver to European countries supported by our shipping partners, including Denmark, Sweden, Norway, Finland, Germany, the Netherlands, Belgium, Switzerland, the United Kingdom, and other selected destinations.
- Denmark: GLS (ParcelShop or home delivery)
- Other destinations: FedEx or other selected carriers
Estimated delivery times are provided for guidance only and are not guaranteed.
Risk of loss or damage passes to you when the goods are delivered to you or a third party designated by you.
5. Right of Withdrawal & Returns
If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after you, or a third party indicated by you other than the carrier, takes physical possession of the goods.
To exercise your right of withdrawal, we recommend using the withdrawal function available in your customer account and order page:
https://account.hokuo.pet/orders
You may also contact us at info@hokuo.pet with a clear statement of your decision to withdraw from the purchase.
Once your withdrawal request has been received, we will provide confirmation without undue delay.
Exceptions
The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery.
This may include sealed pet food, treats, supplements, bone broth, and other consumable products where the original seal has been broken or removed after delivery.
Products that remain unopened and in their original sealed condition may still be returned in accordance with applicable consumer protection legislation.
Returns
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.
You are responsible for the direct cost of returning the goods unless otherwise stated.
We recommend using a tracked shipping service, as you remain responsible for the goods until they are received by us.
Return address:
Tokumarosou ApS
Nørregade 68-69
6650 Brørup
Denmark
We do not accept packages sent to parcel shops or returns sent cash on delivery (COD).
For further details, please refer to our Return & Refund Policy.
6. Refunds
If you validly exercise your right of withdrawal, we will reimburse all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days after we are informed of your decision to withdraw.
We may withhold reimbursement until we have received the returned goods or until you have supplied evidence of having sent back the goods, whichever occurs first.
Refunds will be issued using the same payment method used for the original transaction unless expressly agreed otherwise.
7. Limitation of Liability
Nothing in these Terms excludes or limits liability that cannot be excluded under applicable law.
Subject to the above, Tokumarosou ApS shall not be liable for indirect, incidental, consequential, or special damages, including loss of profits, loss of business, loss of data, or loss of opportunity arising from the use of our products or services.
8. Personal Data
Your personal data is processed in accordance with our Privacy Policy and applicable data protection laws, including the General Data Protection Regulation (GDPR).
9. Governing Law & Dispute Resolution
These Terms and Conditions are governed by Danish law.
If a dispute cannot be resolved directly between us, consumers residing within the EU may be entitled to use their local consumer complaint body or other dispute resolution mechanisms available under applicable law.
You may also use the European Commission's Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr
Questions?
If you have any questions regarding these Terms and Conditions, please contact us at info@hokuo.pet.
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