Terms of service

Effective Date: July 13, 2026

Welcome to Pawlycozy. Pawlycozy is operated by Hanko Premium Co., Ltd., a company registered in Japan. Throughout these Terms of Service, “Pawlycozy,” “we,” “us,” and “our” refer to Hanko Premium Co., Ltd.

These Terms of Service govern your access to and use of pawlycozy.com, including its content, features, customer accounts, products, checkout services, and other services made available through the website collectively referred to as the “Services.”

By visiting our website, creating an account, submitting content, or purchasing a product, you agree to be bound by these Terms of Service and all policies incorporated into them by reference. If you do not agree to these Terms, you must not access or use the Services.

I. Eligibility and Acceptance of Terms

You must be at least 18 years old and legally capable of entering into a binding agreement to use the Services or place an order through Pawlycozy.

By accessing or using the Services, you represent and warrant that you meet these eligibility requirements. We do not knowingly permit minors to create customer accounts or purchase products through the website.

If you use the Services on behalf of a company or other organization, you represent that you have authority to bind that organization to these Terms.

II. Customer Accounts

Certain features of the Services may allow or require you to create a customer account. You agree to provide accurate, complete, and current information when creating and maintaining your account.

You are responsible for maintaining the confidentiality and security of your login credentials and for all activity that occurs through your account. You must promptly notify us if you believe your account has been accessed or used without authorization.

You may not transfer, sell, assign, license, or otherwise provide your account to another person. You may not create an account using false information or impersonate another person or organization.

We reserve the right to suspend, restrict, or terminate an account if we reasonably believe that the account has been used fraudulently, unlawfully, abusively, or in violation of these Terms.

III. Products and Product Information

Pawlycozy sells physical pet products and related consumer goods. We do not currently sell digital products, subscription services, or pre-order products unless clearly stated otherwise on a specific product page.

We make reasonable efforts to display product descriptions, specifications, measurements, materials, colors, photographs, and other information as accurately as possible. However, the actual color or appearance of a product may vary depending on lighting, photography, manufacturing batches, screen settings, device type, and other factors outside our control.

Product measurements may have minor variations due to manual measurement or manufacturing processes. Customers are responsible for reviewing all available product information, measurements, size charts, care instructions, and compatibility information before purchasing.

Product descriptions and images are provided for general informational purposes. Unless required by applicable law, minor differences that do not materially affect the normal use of the product will not automatically be considered defects.

We may update product information, change product specifications, discontinue products, or limit available quantities at any time without prior notice.

IV. Pet Safety and Proper Product Use

Pawlycozy products must be used only for their intended purposes and in accordance with all product descriptions, care instructions, warnings, and safety guidance provided with the product or on the website.

Pet owners are responsible for selecting products that are appropriate for their pet’s size, weight, age, health, temperament, and behavior. You should inspect each product before use and discontinue use immediately if the product becomes damaged, loose, worn, or otherwise unsafe.

Pets should be supervised when using products where supervision is reasonably appropriate. Products must be kept away from pets that may chew, tear, swallow, or misuse materials in a way that creates a safety risk.

Product information provided through the Services is not veterinary or medical advice. Consult a qualified veterinarian if you have questions regarding your pet’s health, safety, allergies, mobility, or suitability for a particular product.

V. Product Availability

All products are subject to availability. Placing an item in your shopping cart does not reserve the item or guarantee that it will remain available.

Inventory information may occasionally be delayed or inaccurate. If a product becomes unavailable after you place an order, we may cancel the affected item and issue a refund to the original payment method.

We reserve the right to limit purchase quantities, restrict sales to certain customers or locations, and discontinue any product at our discretion, subject to applicable law.

VI. Orders and Order Acceptance

By placing an order, you are making an offer to purchase the selected products under these Terms. An automated order confirmation acknowledges that we received your order but does not necessarily mean that your order has been accepted.

An order is accepted when we approve the order and begin processing it for shipment. We reserve the right to accept, reject, limit, or cancel an order for legitimate reasons, including product unavailability, pricing errors, payment issues, suspected fraud, unauthorized resale, shipping restrictions, or violations of these Terms.

You are responsible for reviewing your order details before completing checkout. This includes product selection, color, size, quantity, delivery address, billing details, and contact information.

Products purchased through Pawlycozy are intended for personal or household use. You may not purchase products for unauthorized commercial resale, distribution, export, or any unlawful purpose.

If we cancel an order after payment has been authorized or collected, we will issue an appropriate refund to the original payment method.

VII. Order Changes and Cancellations

Order change and cancellation requests must be submitted as soon as possible by contacting order@pawlycozy.com.

Orders may be canceled without charge only if they have not entered processing or shipment preparation. Because orders may be processed quickly, we cannot guarantee that a cancellation or modification request can be completed.

Once an order has entered processing or has been shipped, it can no longer be canceled. After delivery, the order will be subject to our Refund Policy.

VIII. Prices, Taxes, and Charges

Product prices are displayed in the currency shown on the website or during checkout. Prices, discounts, shipping charges, and promotional offers may change at any time before an order is placed.

The price charged for a product will be the price shown at checkout when the order is submitted, subject to correction of obvious errors. Shipping charges and any applicable taxes will be displayed during checkout whenever possible.

Prices displayed on Pawlycozy are intended to include applicable taxes where stated. However, customers remain responsible for any additional taxes, duties, customs fees, brokerage charges, or government assessments that may apply to an order unless we expressly state that such charges are included.

If a product is listed at an obviously incorrect price due to a typographical, technical, or system error, we may cancel the affected order and refund any amount paid.

IX. Payments

You agree to provide current, complete, and accurate payment and billing information when placing an order.

By submitting payment information, you represent that you are authorized to use the selected payment method and authorize us and our payment service providers to charge the total amount shown at checkout.

Payment processing may be handled by Shopify and other third-party payment providers. We do not directly control the processing systems, authorization decisions, security practices, or service availability of third-party payment providers.

If your payment is declined, reversed, disputed, or otherwise unsuccessful, we may suspend or cancel the order. You remain responsible for legitimate charges associated with orders you authorized.

X. Fraud Prevention and Order Verification

To protect customers and Pawlycozy, we may review orders for suspected fraud, unauthorized payment activity, unusual purchase patterns, inaccurate information, or other security risks.

We may request additional information reasonably necessary to verify an order, including confirmation of contact, billing, payment, or delivery information.

We reserve the right to delay, limit, or cancel an order if requested verification is not provided or if we reasonably believe the transaction may be unauthorized, fraudulent, abusive, or unlawful.

XI. Promotions, Discounts, and Gift Offers

Promotional offers, coupon codes, discounts, free gifts, and other incentives may be subject to additional terms, eligibility requirements, expiration dates, product exclusions, minimum purchase amounts, or usage limitations.

Unless expressly stated otherwise, promotional codes cannot be combined, exchanged for cash, applied retroactively, transferred, or used more than once per customer or order.

We may modify, suspend, or end a promotion at any time, subject to applicable law. If promotional terms conflict with these Terms, the specific promotional terms will control for that promotion.

XII. Shipping and Delivery

Orders are shipped in accordance with our Shipping Policy, which is incorporated into these Terms by reference.

Processing and delivery times are estimates and are not guaranteed. Delivery may be affected by carrier operations, weather, customs processing, holidays, peak periods, transportation disruptions, inaccurate addresses, and other circumstances outside our reasonable control.

You are responsible for providing a complete and accurate delivery address. Additional expenses resulting from an incorrect, incomplete, or undeliverable address may be charged to the customer where permitted by law.

Tracking information may take up to 24 hours or longer to update after shipment. Tracking availability and accuracy are controlled by the applicable shipping carrier.

If an order appears lost, significantly delayed, or incorrectly delivered, please contact us so that we can assist with an investigation. Any remedy will be determined according to the circumstances, carrier findings, our policies, and applicable law.

XIII. Returns, Exchanges, and Refunds

Returns, exchanges, cancellations, damaged-product claims, and refunds are governed by our Refund Policy, which is incorporated into these Terms by reference.

Unless otherwise required by law, eligible returns must be requested within the return period stated in that policy and must satisfy all applicable condition, packaging, hygiene, and authorization requirements.

Nothing in these Terms limits any non-waivable return, refund, warranty, or consumer rights available to you under applicable law.

XIV. Damaged, Defective, or Incorrect Products

You should inspect your order promptly after delivery. If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery at order@pawlycozy.com.

Your request should include the order number, a description of the issue, clear photos or videos of the product, and photographs of the shipping packaging and shipping label.

After reviewing the information, we may offer an appropriate remedy, such as replacement, refund, store credit, replacement parts, or another reasonable solution, depending on the circumstances and applicable law.

XV. User Reviews and Other Submitted Content

The Services may allow you to submit product reviews, ratings, comments, photographs, videos, pet images, questions, suggestions, or other materials collectively referred to as “User Content.”

You retain ownership of your User Content. However, by submitting User Content to Pawlycozy, you grant Hanko Premium Co., Ltd. a worldwide, non-exclusive, transferable, sublicensable, royalty-free, perpetual, and irrevocable license to host, store, reproduce, modify, adapt, publish, translate, distribute, display, and otherwise use that User Content in connection with operating, promoting, advertising, and improving Pawlycozy and its products.

This license includes the right to use User Content on our website, advertisements, email communications, social media accounts, product listings, and other marketing channels, together with the name or username you submitted, where appropriate.

You represent and warrant that you own or have permission to submit the User Content and that our permitted use of it will not violate any copyright, trademark, privacy, publicity, contractual, or other rights of any person.

User Content must not be false, misleading, defamatory, threatening, harassing, obscene, discriminatory, unlawful, commercially promotional, or harmful. It must not contain malware, unauthorized personal information, or content that infringes another person’s rights.

We may monitor, refuse, edit, restrict, or remove User Content at our discretion, but we are not required to review every submission. Reviews and opinions submitted by customers belong to their respective authors and do not necessarily represent the views of Pawlycozy.

XVI. Intellectual Property Rights

The Services and their contents, including the Pawlycozy name, logos, product names, website design, text, graphics, photographs, videos, icons, software, page layouts, and other materials, are owned by or licensed to Hanko Premium Co., Ltd. and are protected by applicable intellectual property laws.

Subject to these Terms, we grant you a limited, revocable, non-exclusive, non-transferable license to access and use the Services for personal, non-commercial shopping purposes.

You may not copy, reproduce, modify, distribute, sell, license, publicly display, republish, scrape, download, create derivative works from, or commercially exploit any portion of the Services without our prior written permission.

No provision of these Terms transfers ownership of any Pawlycozy intellectual property to you. All rights not expressly granted are reserved.

XVII. Prohibited Uses

You may use the Services only for lawful purposes. You must not use or attempt to use the Services:

(a) to violate any applicable law, regulation, court order, or third-party right;

(b) to submit false, misleading, fraudulent, or unauthorized information;

(c) to interfere with the security, integrity, availability, or operation of the Services;

(d) to transmit viruses, malware, harmful code, spam, phishing communications, or unsolicited promotional content;

(e) to collect, track, or misuse another person’s personal information;

(f) to impersonate another person or misrepresent your identity or affiliation;

(g) to reproduce, resell, scrape, extract, or commercially exploit the Services or their content without authorization;

(h) to bypass technical restrictions, security measures, access controls, or purchasing limitations;

(i) to use bots, automated tools, crawlers, or similar technology in a manner that places an unreasonable burden on the Services or violates our instructions; or

(j) to purchase products for unauthorized resale, fraudulent chargebacks, abusive returns, or other improper purposes.

We may restrict or terminate access to the Services if we reasonably believe you have violated these restrictions.

XVIII. Third-Party Services and Links

The Services may use or link to third-party platforms, payment processors, shipping carriers, analytics providers, social media platforms, applications, and other external services.

Third-party services are governed by their own terms, privacy policies, and practices. We do not control and are not responsible for the content, security, availability, accuracy, conduct, or practices of independent third parties.

Your use of third-party services is at your own discretion and may be subject to separate agreements between you and the applicable provider.

XIX. Relationship with Shopify

Pawlycozy is hosted and supported by Shopify, which provides the e-commerce platform that enables us to offer the Services.

Purchases made through Pawlycozy are transactions directly between you and Hanko Premium Co., Ltd. Shopify is not the seller of Pawlycozy products and is not responsible for product quality, product claims, order fulfillment, returns, refunds, or customer service relating to purchases from Pawlycozy.

Nothing in these Terms creates an agency, partnership, joint venture, or employment relationship between you and Pawlycozy or between you and Shopify.

XX. Privacy

Our collection, use, disclosure, and protection of personal information are described in our Privacy Policy, which is incorporated into these Terms by reference.

By using the Services, you acknowledge that information may be processed by Hanko Premium Co., Ltd., Shopify, payment providers, shipping providers, and other service providers as described in our Privacy Policy.

XXI. Electronic Communications

When you use the Services, place an order, create an account, or contact us electronically, you consent to receive transactional communications from us electronically, including order confirmations, shipping notices, account communications, policy updates, and customer service messages.

You are responsible for maintaining a valid email address and checking your communications. Electronic notices will satisfy any legal requirement that communications be provided in writing to the extent permitted by law.

Marketing communications will be sent only where permitted, and you may unsubscribe from promotional emails using the instructions provided in those communications. Unsubscribing from marketing messages will not prevent us from sending essential transactional or service-related messages.

XXII. Errors, Inaccuracies, and Omissions

The Services may occasionally contain typographical errors, inaccuracies, omissions, or outdated information relating to product descriptions, prices, discounts, shipping charges, estimated delivery times, promotions, availability, or other matters.

We reserve the right to correct errors, update information, and cancel affected orders where reasonably necessary, including after an order has been submitted. If an order is canceled because of our error, any amount collected for the canceled item will be refunded.

XXIII. Disclaimer of Warranties

To the fullest extent permitted by applicable law, the Services and their content are provided on an “as is” and “as available” basis.

We do not guarantee that the Services will always be uninterrupted, secure, timely, accurate, complete, compatible, or free from errors, viruses, or other harmful components.

Except for warranties expressly provided by Pawlycozy or rights that cannot legally be excluded, we disclaim all express and implied warranties relating to the Services and products, including implied warranties of merchantability, fitness for a particular purpose, title, durability, and non-infringement.

Some jurisdictions do not allow certain warranty exclusions. In those jurisdictions, the exclusions above apply only to the extent permitted by law.

XXIV. Limitation of Liability

To the fullest extent permitted by applicable law, Hanko Premium Co., Ltd., Pawlycozy, and their directors, officers, employees, affiliates, agents, contractors, licensors, and service providers will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages arising from or relating to the Services, products, or these Terms.

This includes, without limitation, loss of profits, revenue, data, goodwill, business opportunities, or anticipated savings, even if we were advised that such damages might occur.

To the fullest extent permitted by law, our total aggregate liability for any claim relating to a particular order or product will not exceed the amount you paid to Pawlycozy for the product giving rise to the claim.

These limitations do not apply to liability that cannot legally be excluded or limited, including liability arising from fraud, willful misconduct, gross negligence, death or personal injury where exclusion is prohibited, or mandatory consumer protection rights.

The limitations in this section apply only to the maximum extent permitted under applicable law.

XXV. Indemnification

To the extent permitted by applicable law, you agree to indemnify and hold harmless Hanko Premium Co., Ltd., Pawlycozy, and their affiliates, directors, officers, employees, agents, contractors, licensors, and service providers from third-party claims, losses, liabilities, damages, and reasonable legal expenses arising from:

(a) your material breach of these Terms;

(b) your unlawful or unauthorized use of the Services;

(c) your violation of another person’s rights; or

(d) User Content submitted by you.

This section does not require a consumer to indemnify us for losses caused by our own unlawful conduct, negligence, breach of contract, or other responsibility that cannot legally be transferred to the consumer.

XXVI. Force Majeure

We will not be responsible for a delay or failure to perform an obligation caused by circumstances beyond our reasonable control, including natural disasters, severe weather, fire, flood, earthquake, epidemic, pandemic, war, terrorism, civil unrest, labor disputes, government action, customs restrictions, transportation interruptions, carrier delays, internet failures, utility outages, supply-chain disruptions, or failures of third-party service providers.

If such circumstances occur, our obligations will be suspended for the duration of the event, and we will make reasonable efforts to resume performance or provide an appropriate alternative where reasonably possible.

XXVII. Suspension and Termination

We may suspend, restrict, or terminate your access to the Services or your customer account if we reasonably determine that you have violated these Terms, engaged in fraud or abuse, created a security risk, harmed other users, or used the Services unlawfully.

You may stop using the Services at any time. Termination will not affect rights, obligations, orders, payments, or liabilities that arose before termination.

Provisions that by their nature should continue after termination, including intellectual property, User Content licenses, disclaimers, limitations of liability, indemnification, governing law, and dispute provisions, will survive termination.

XXVIII. Governing Law and Jurisdiction

These Terms and your use of the Services will be governed by and interpreted in accordance with the laws of Japan, without regard to conflict-of-law principles.

Subject to any mandatory rights available under applicable consumer protection law, disputes arising from or relating to these Terms or the Services will be submitted to the courts having jurisdiction over the registered office of Hanko Premium Co., Ltd.

Nothing in these Terms deprives a consumer of mandatory protections or rights available under the laws of the consumer’s state, country, or place of residence where those rights cannot legally be waived by contract.

XXIX. Dispute Resolution

Before initiating formal legal proceedings, you agree to contact us at order@pawlycozy.com and provide a reasonable description of the dispute and the requested resolution.

We will make a reasonable effort to review the matter and seek an informal resolution. This requirement does not prevent either party from seeking urgent relief or exercising rights that cannot legally be restricted.

XXX. Severability

If any provision of these Terms is found to be unlawful, invalid, or unenforceable, that provision will be enforced to the maximum extent permitted by law or severed from these Terms. The remaining provisions will remain valid and enforceable.

XXXI. No Waiver

Our failure or delay in exercising any right or enforcing any provision of these Terms does not waive that right or provision. A waiver will be effective only if made in writing by an authorized representative of Hanko Premium Co., Ltd.

XXXII. Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent.

We may assign or transfer these Terms, in whole or in part, in connection with a merger, acquisition, corporate reorganization, asset sale, financing, or transfer of the Pawlycozy business, subject to applicable law.

XXXIII. Entire Agreement

These Terms, together with our Privacy Policy, Refund & Return Policy, Shipping Policy, and any additional terms displayed for a particular product or promotion, constitute the entire agreement between you and us regarding the Services and supersede prior communications or agreements concerning the same subject matter.

XXXIV. Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services, business practices, technology, legal obligations, or other operational requirements.

The updated version will be posted on this page with a revised effective date. Where required by law, we will provide additional notice of material changes.

Your continued use of the Services after updated Terms become effective constitutes acceptance of the revised Terms. Changes will not retroactively reduce rights relating to completed purchases where prohibited by law.

XXXV. Contact Information

If you have questions about these Terms of Service, please contact us:

Company: Hanko Premium Co., Ltd.

Brand: Pawlycozy

Country of Registration: Japan

Email: order@pawlycozy.com

Website: https://pawlycozy.com