Terms and Conditions of the online store houm.pet

Effective from: September 1, 2026

§1. General Provisions

1. These Terms and Conditions define the rules for using the HOUM online store, placing orders, concluding and executing sales contracts, making payments, delivering Goods, withdrawing from contracts, and filing and processing complaints.
2. The HOUM online store, hereinafter referred to as the "Store", is operated by the company: DUMIN.EU SP. Z O.O. with its registered office in Poznań (registered address: ul. Kanałowa 13/1, 60-710 Poznań, NIP: 779 246 10 96, KRS: 0000670543), hereinafter referred to as the "Seller".
3. Correspondence address for customer service, returns, and complaints:

HOUM 

ul. Jasielska 8a 

60-476 Poznań 

e-mail: info@houm.pet

1. The store is operated via the Shopify platform.
2. The Terms and Conditions are made available to the Customer free of charge before the contract is concluded in a way that allows them to be obtained, reproduced, and recorded. To use the Store, a device with Internet access, an up-to-date web browser, and an active e-mail address are required.

§2. Definitions

For the purposes of these Terms and Conditions, the following terms have the following meanings:

1. Seller – DUMIN.EU Sp. z o.o.
2. Store – the online store operating under the HOUM brand, available at houm.pet.
3. Customer – a natural person, legal person, or organizational unit with legal capacity making a purchase in the Store.
4. Consumer – a natural person concluding a contract with the Seller not directly related to their business or professional activity.
5. Entrepreneur with consumer rights – a natural person concluding a contract directly related to their business activity, when the content of the contract indicates that it does not have a professional character for that person.
6. Goods – a movable item offered for sale through the Store (in particular, furniture and accessories for animals).
7. Sales Contract – a contract for the sale of Goods concluded between the Seller and the Customer remotely via the Store.

§3. Offer and Information about Goods

1. The Store sells HOUM brand products, in particular furniture, houses, beds, and accessories intended for dogs and cats.
2. Information on product pages, including descriptions, photos, dimensions, and prices, constitutes information about the Goods available in the Store.
3. Product photos are for illustrative purposes only. Due to screen properties, lighting, and natural characteristics of materials (e.g., wood or fabrics), the actual appearance, shades, or texture may differ slightly from those presented in the photos. Differences resulting from the natural properties of materials do not constitute a defect in the Goods.

§4. Prices

1. All prices of Goods in the Store are gross prices (including VAT).
2. Prices are presented in the currency appropriate for the language version and country of delivery selected by the Customer (in particular, in PLN for the Polish version and in EUR for other language versions, such as English or German).
3. The price of the Goods does not include delivery costs, which are provided during the order placement process.
4. The price applicable to a given transaction is the price visible in the order summary at the time the Customer places the order.
5. In the case of price reductions, information on the lowest price of the Goods in the 30 days prior to the introduction of the reduction is also displayed next to each product, if required by law.

§5. Placing Orders

1. Orders can be placed 24 hours a day, 7 days a week via the Store's website: houm.pet.
2. The condition for placing an order is the correct completion of the purchase form, providing truthful contact and address details, and acceptance of these Terms and Conditions.
3. Creating a customer account is not required to place an order.

§6. Conclusion of the Sales Contract

1. The placement of an order by the Customer constitutes an offer to conclude a sales contract.
2. After placing an order, the Customer receives an automatic e-mail confirming its receipt by the system.
3. The sales contract is concluded upon the Seller sending an e-mail confirming the acceptance of the order for processing.

§7. Payments

1. Available payment methods are indicated in the cart during order placement (e.g., quick online payments, payment cards, BLIK).
2. Processing of an order paid in advance begins at the moment the payment is credited to the Seller's account or positive authorization is obtained from the payment operator.

§8. Delivery

1. Goods are delivered to the address indicated by the Customer within Poland and other European Union countries.
2. Available transport methods, costs, and estimated delivery time are transparent and presented in the order process before approval.
3. The standard delivery time is indicated in the description of the given Goods or in the order summary. In accordance with generally applicable laws, goods are delivered no later than 30 days from the date of concluding the contract, unless a longer lead time is clearly indicated in the product description (e.g., for products made to individual order).

§9. Returns (Right of withdrawal)

1. A Consumer and an Entrepreneur with consumer rights have the right to withdraw from a remote contract without giving a reason within 14 days of receiving the shipment.
2. To exercise the right of return, simply inform us by e-mail at info@houm.pet, providing the order number and your full name.
3. The returned product must reach us in an intact condition – it must be new, unused, and free from signs of use (such as pet hair or odors).
4. To pack the parcel, it is best to use the original, dedicated carton, which was designed to also serve as storage for the product. In the absence thereof, it is sufficient to secure the furniture in any other sturdy packaging.
5. The cost of returning the goods is borne by the buyer.
6. The return package should be sent to the warehouse address:

HOUM 

ul. Jasielska 8a 

60-476 Poznań

1. The refund will be processed within a maximum of 14 days from the moment the package arrives and we verify its condition, using the same method used to pay for the order.

§10. Complaints (Non-conformity of goods with the contract)

1. Furniture is crafted solidly, with great attention to durability and the highest quality of materials. The materials used are highly resistant and designed to serve the pet for many years of use.
2. The Seller is liable to the Consumer for the lack of conformity of the Goods with the contract under the terms set out in the Consumer Rights Act for a period of 2 years from the date of delivery.
3. The complaint concerns manufacturing defects and hidden material or structural errors resulting from the manufacturer's fault. Complaints do not cover damage caused by the user (mechanical damage), improper cleaning, or destruction caused directly by a pet (e.g., biting, tearing the fabric).
4. How to file a complaint:

• Every complaint must be reported by e-mail to info@houm.pet.
• The message must contain the order number, full name, and at least 3 photos showing the reported defect.
• We respond to complaints within a maximum of 14 days.
• If we cannot clearly assess the situation based on the photos, we will inform you by e-mail and request that the product be sent to the warehouse address for inspection:

HOUM 

ul. Jasielska 8a 

60-476 Poznań

• When the complaint is accepted, we will refund the shipping costs and repair or replace the product. In the event of rejection of the complaint (e.g., when the damage is due to destruction by a pet), we will send the product back at the customer's expense.
• The final decision and processing of the complaint will take place within a maximum of 14 days from the moment we receive the report (or the physical receipt of the goods at the warehouse, if required).

§11. Out-of-court dispute resolution

1. The Consumer has the opportunity to use out-of-court complaint handling and redress procedures (e.g., via the EU ODR platform at ec.europa.eu/consumers/odr or at permanent consumer arbitration courts at Trade Inspection Inspectorates).

§12. Final Provisions

1. These Terms and Conditions have been drawn up in compliance with generally applicable EU and national consumer law, guaranteeing Customers safe shopping within the European Union.
2. The Seller reserves the right to change the Terms and Conditions for important legal or organizational reasons. The terms and conditions applicable on the date the order was placed by the Customer apply to contracts concluded before the change.
3. The Terms and Conditions enter into force on September 1, 2026.