Terms of service

Version dated 21 October 2026

1. Seller

The Ouaf Studio website is operated by KEA INEOTECH ASTCOM EOOD, a single-member limited liability company under Bulgarian law, registered under EIK number 208476697, with its registered office at ul. Targovska 77, 2040 Dolna Banya, Sofia Province, Bulgaria. EU VAT number: BG208476697. Contact: contact.ineotex@gmail.com.

2. Scope

These terms and conditions of sale apply to any order placed on the Ouaf Studio website by a consumer, meaning a person buying for non-business purposes. By confirming your order, you acknowledge that you have read and accepted them. The applicable version is the one online on the date of your order.

These terms are available in French and English. Both versions are equally valid.

3. Products

We sell accessories and care products for dogs, as well as doypacks sold in lots of 100. Each product page shows the main features, the sizes and the estimated delivery time. Photos are as accurate as possible, but colours may vary slightly depending on your screen.

Kits (for example the walk kits) bundle several products sold together at one overall price. Their contents are listed on the product page.

Our products are shipped from partner warehouses, in Europe or outside Europe depending on the item. Offers are valid while stocks last. If an item you ordered is no longer available, we will let you know and refund you without delay.

4. Prices

Prices are shown in euros, including all taxes (VAT included). When an item is shipped from outside the European Union, import VAT is already included in the price: you have nothing to pay on delivery.

Shipping costs are shown before you confirm your order:

  • Dog accessories and care products: free delivery throughout the European Union.
  • Doypacks, delivery to Bulgaria: €4.90, free from €40 of doypacks.
  • Doypacks, delivery to other EU countries: €14.90, free from €55 of doypacks.

We may change our prices at any time. The price charged is the one displayed when you place your order. Discount codes cannot be combined unless stated otherwise.

5. Ordering

To order, add products to your cart, enter your details and delivery address, choose the delivery method and then the payment method. Before confirming, you can review the summary and correct any mistakes. Clicking the final payment button places an order with an obligation to pay.

You will then receive a confirmation email summarising your order. It serves as confirmation of the contract; we recommend that you keep it.

We may refuse or cancel an order in the event of a previous payment dispute, suspected fraud or a clearly abnormal request. In that case you will be refunded in full.

6. Payment

Payment is made online when you order, by bank card or by the other methods offered on screen (for example Apple Pay or Google Pay). Payments are processed by secure providers. We never have access to your card details.

7. Delivery

We deliver to all 27 countries of the European Union, to the address you give when ordering.

  • Processing: 1 to 3 working days after your order.
  • Accessories and care products: 6 to 20 working days depending on the product and your country. The estimated time is shown on each product page.
  • Doypacks: shipped from our stock in Europe within 2 to 5 working days.

Once your order ships, you will receive a tracking number by email. An order with several items may arrive in several parcels.

If your order is not delivered within the stated time, please write to us. If it is still not delivered within a reasonable additional period that you set, you may cancel the order and receive a full refund of all amounts paid, no later than 14 days after cancellation.

The risk of loss or damage passes to you when you, or a person you designate, take physical possession of the parcel.

8. Damaged or incomplete parcels

Please check your parcel as soon as you receive it. If an item is damaged, missing or does not match your order, write to us, ideally within 7 days, with your order number and a photo. We will send a replacement or refund you at no cost. This time frame does not limit your rights under the legal guarantee (section 10).

9. Right of withdrawal

You have 14 days to withdraw from your purchase without giving any reason. This period starts on the day you receive the product. If your order arrives in several parcels, it starts when you receive the last one.

To exercise this right, send us a clear statement at contact.ineotex@gmail.com, for example using the form in the appendix (its use is not mandatory). It is enough to send your request before the period ends.

You then return the product to the return address we give you, no later than 14 days after informing us of your decision. Return shipping costs are your responsibility, unless the product is faulty or does not match your order.

We will refund all amounts paid, including the original delivery costs (based on standard delivery), no later than 14 days after receiving your request. We may wait until we have received the product, or proof that you have sent it, before refunding. The refund is made using the same payment method as your order, at no cost to you.

You may be liable if the product has lost value because you handled it beyond what is necessary to establish its nature, characteristics and functioning (for example a harness worn on a walk).

Exception: the right of withdrawal does not apply to sealed goods that are not suitable for return for hygiene reasons and were unsealed after delivery. This is the case for opened doypacks.

10. Legal guarantees

All our products are covered by the 2-year legal guarantee of conformity from delivery, under European Union law. If a product is faulty or does not match its description, write to us: we will repair it, replace it or refund you, at no cost. This guarantee applies in addition to the right of withdrawal and does not replace it.

11. Use of products and liability

Products must be used according to their instructions and under the supervision of the dog's owner. Choose harness and collar sizes using the size guide. Our products do not replace a vet's advice.

We cannot be held liable for damage resulting from improper use. Nothing in these terms limits our liability where the law does not allow it.

12. Customer service

For any question, write to us at contact.ineotex@gmail.com with your order number. We reply within 48 working hours. Elena, the assistant on the website, answers common questions; she is a virtual assistant.

13. Personal data

The data collected when you order is used to process and deliver your order and to provide customer service. It is shared with our payment, logistics and delivery providers for that purpose only. Your rights (access, correction, deletion, objection) and the details of how we process data are set out in our privacy policy.

14. Intellectual property

The texts, logos and visuals belonging to Ouaf Studio are protected. Any reproduction without written permission is prohibited.

15. Force majeure

We are not liable for any delay or failure caused by an event beyond our control (carrier strikes, natural disasters, border closures, etc.). We will inform you as soon as possible, and you may then cancel the order and be refunded.

16. Governing law and disputes

These terms are governed by Bulgarian law. This choice does not deprive you of the protection of the mandatory rules of your country of residence.

If there is a problem, please contact us first: we always look for an amicable solution. You may then use a consumer mediation service free of charge, for example the conciliation committees of the Bulgarian Commission for Consumer Protection (KZP), or the European Consumer Centre in your country for a cross-border dispute. You may also bring the matter before the competent court.

Appendix – Withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To KEA INEOTECH ASTCOM EOOD (Ouaf Studio), ul. Targovska 77, 2040 Dolna Banya, Bulgaria, contact.ineotex@gmail.com:

I hereby give notice that I withdraw from my contract of sale of the following goods:

  • Product(s): …
  • Order number: …
  • Ordered on: … / Received on: …
  • Name of consumer: …
  • Address of consumer: …
  • Date: …
  • Signature (only if this form is sent on paper): …