Terms of service

COOKIE MOUSE – TERMS AND CONDITIONS OF SALE

Spain / European Union / Mexico

Last updated: June 9, 2026

1. Identification of the Owner

These General Terms and Conditions govern the purchase of products through the website www.cookiemouse.com.

Website owner: COOKIE MOUSE, SOCIEDAD LIMITADA.

Tax Identification Number (NIF/CIF): B27599091.

Person responsible for website management and customer service: Pierre Calvignac.

Address: Avenida Europa 8, portal 4, 1B, 41920, San Juan de Aznalfarache, Seville, Spain.

Contact email address: info@cookiemouse.com.

Website: www.cookiemouse.com.

2. Purpose and Scope of Application

These Terms and Conditions govern the distance sale of products marketed by COOKIE MOUSE through the website www.cookiemouse.com.

These Terms shall apply to purchases made by consumers and users residing in Spain, other countries of the European Union, and Mexico, without prejudice to any mandatory consumer protection rules applicable in the customer’s place of habitual residence when required by applicable law.

Placing an order implies having read, understood, and expressly accepted these General Terms and Conditions before completing the purchase process.

If the purchase is made by a person acting on behalf of a company or a third party, that person declares that they have sufficient authority to bind the entity on whose behalf they are contracting.

3. Product Characteristics

COOKIE MOUSE offers physical products through its website, particularly plush toys and items related to the brand, whose essential description, main characteristics, price, and, where applicable, available variants shall appear on each product page.

COOKIE MOUSE strives to ensure that photographs, descriptions, colors, dimensions, and other product details are as accurate as possible. However, slight non-substantial variations may occur due to screen display, manufacturing processes, or product updates, without this in itself constituting a lack of conformity when the product reasonably matches the description provided.

4. Pre-contractual Information, Language, and Contract Storage

Before beginning the purchase procedure, the customer shall have permanent, easy, and free access to these General Terms and Conditions, the legal information of the website, and any other legally required information regarding the electronic contracting process.

The contract may be concluded in Spanish. If other language versions are made available in the future, the Spanish version shall prevail in the event of interpretative discrepancies unless mandatory law provides otherwise.

The electronic document formalizing the contract shall be archived by COOKIE MOUSE. Once the order has been placed, the customer shall receive a confirmation email containing a summary of the purchase.

Before confirming the order, the customer may identify and correct any errors in the entered information through the standard shopping cart mechanisms, purchase forms, and confirmation screens enabled on the sales platform.

5. Purchase Process

The purchase process is carried out through the Shopify platform or the technical infrastructure used at any given time by COOKIE MOUSE for the marketing of its products.

Generally, the purchase process shall include the following stages: (i) selection of the product and, where applicable, its variants; (ii) addition to the shopping cart; (iii) review of the order; (iv) entry of shipping, billing, and contact details; (v) selection of the available payment method; (vi) express acceptance of these Terms and Conditions; and (vii) final confirmation of the order.

Once the purchase process has been completed, COOKIE MOUSE shall send the customer an email confirming receipt of the order.

The automatic receipt of the confirmation email shall not imply definitive acceptance of the order in cases involving objective stock issues, payment incidents, fraud, logistical impossibility, or manifest errors in the publication of the product or price. In such cases, COOKIE MOUSE shall inform the customer as soon as possible and, if any payment has already been made, shall refund the amounts paid without undue delay.

COOKIE MOUSE reserves the right to reject or cancel orders when there are reasonable indications of fraudulent use of the website, bad faith in contracting, manifestly inconsistent information, or previous breaches by the customer, without prejudice to the applicable legal obligations regarding information and refunds.

6. Prices, Currency, Taxes, and Invoicing

Unless expressly stated otherwise, product prices are displayed in euros (€).

Prices shall include any indirect taxes legally applicable depending on the delivery territory and the tax regulations applicable at the time of purchase. Any shipping costs shall be displayed separately or clearly identifiable before completing the order.

For shipments destined outside the customs or tax territory of the European Union, including Mexico where applicable, customs duties, import taxes, customs clearance fees, or other local surcharges may apply and may not always be included in the final price displayed on the website. Unless expressly stated otherwise during the purchase process, such amounts shall be borne by the customer.

COOKIE MOUSE may modify at any time the prices, promotions, product range, or economic conditions displayed on the website; however, products shall be invoiced according to the conditions in force at the exact moment of order confirmation, except in cases of manifest material error.

7. Payment Methods and Security

The payment methods available at any given time may include, among others, bank card, PayPal, Shopify Payments, or other payment methods enabled on the website.

The customer guarantees that they are authorized to use the selected payment method and that the information provided for this purpose is truthful and complete.

Payments are processed through external payment gateways and providers operating with their own security measures. As a general rule, COOKIE MOUSE does not access or store complete bank card details used for payment, except for the minimum information necessary to manage incidents, fraud, refunds, or compliance with legal obligations.

8. Availability, Preparation, and Delivery of Orders

All orders are subject to actual stock availability. If, after placing the order, the purchased product becomes unavailable, COOKIE MOUSE shall inform the customer without undue delay and, where possible, offer an alternative solution or a full refund of the amounts paid.

Orders shall be shipped to the address indicated by the customer during the purchase process. It is the customer’s responsibility to provide an accurate, complete, and deliverable address. COOKIE MOUSE shall not be responsible for delays, additional costs, or returns resulting from errors in the address provided by the customer or from delivery impossibility attributable to the customer.

As a general indication, estimated delivery times shall be as follows: Spain, between 3 and 6 business days; rest of the European Union, between 4 and 10 business days; Mexico, the estimated delivery time shall be displayed during the purchase process or in the order confirmation depending on the available logistics operator.

The indicated delivery times are purely estimated and may be affected by high-demand campaigns, carrier incidents, customs procedures, administrative inspections, public holidays, force majeure events, or other circumstances beyond the reasonable control of COOKIE MOUSE.

Unless otherwise agreed by the parties, COOKIE MOUSE shall deliver the goods without undue delay and, in any event, within the maximum legal period applicable from the conclusion of the contract.

The risk of loss or damage to the product shall pass to the customer when the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods, except in legally excluded cases.

9. Right of Withdrawal

When the customer legally qualifies as a consumer or user, they shall have a period of 14 calendar days from receipt of the product to withdraw from the purchase without the need to provide any reason and without incurring any penalty, except for legally permitted costs.

To exercise the right of withdrawal, the customer may communicate their decision unequivocally by sending an email to info@cookiemouse.com, indicating their name, order number, affected product or products, and clear intention to withdraw.

Once the withdrawal has been correctly exercised, the customer must return the product without undue delay and, in any case, within 14 calendar days following the communication of withdrawal, properly protected and, whenever possible, with its original packaging and included accessories.

The customer shall only be liable for any decrease in value resulting from handling other than what is necessary to establish the nature, characteristics, or functioning of the goods.

Unless COOKIE MOUSE expressly assumes the collection or the return results from a business error or lack of conformity, the direct return costs shall be borne by the customer.

COOKIE MOUSE shall refund the customer all amounts received for the product subject to withdrawal, including, where applicable, the ordinary delivery costs paid in the initial purchase, without undue delay and no later than 14 calendar days from the date on which it was informed of the withdrawal decision. However, COOKIE MOUSE may withhold the refund until it has received the goods or until the customer provides sufficient proof of their return, whichever occurs first.

The right of withdrawal shall not apply in cases excluded by consumer protection regulations, including but not limited to products made according to the customer’s specifications or clearly personalized products, sealed products unsuitable for return for health protection or hygiene reasons once unsealed after delivery, or any other legally established exceptions.

10. Legal Warranty and Non-conforming Products

Products sold by COOKIE MOUSE to consumers and users are covered by the legal warranty of conformity established by the applicable regulations.

Under Spanish consumer law, and unless a mandatory regulation applicable to the case establishes different or greater protection, the general liability period for lack of conformity shall be three years from delivery of the goods.

In the event of lack of conformity, the customer may request, where appropriate and in accordance with the law, repair, replacement, price reduction, or termination of the contract. These measures shall be free of charge for the consumer under the legally applicable terms.

The warranty shall not cover defects caused by improper use, normal wear and tear, accidents, improper handling, washing or storage contrary to the product instructions, unauthorized modifications, or external causes not attributable to COOKIE MOUSE.

11. Damaged Products, Transport Incidents, and Claims

If the product is received damaged, incomplete, incorrect, or apparently defective, the customer must notify COOKIE MOUSE as soon as possible via info@cookiemouse.com, indicating the order number and attaching, where possible, photographs of the product, packaging, and shipping label.

For the purpose of facilitating processing with the carrier and preserving evidence, it is recommended that visible incidents be reported within the first 48 hours after receipt.

Once the incident has been verified, COOKIE MOUSE shall provide the legally appropriate solution, including, where applicable, product replacement, repair, full or partial refund, or any other legally required measure.

12. Promotions, Discounts, and Charitable Campaigns

Promotions, discount codes, launch campaigns, or charitable initiatives occasionally organized by COOKIE MOUSE shall be subject to their specific terms and conditions, which shall be communicated in each case.

Unless expressly stated otherwise, promotions shall not be cumulative and shall apply exclusively during the indicated period, to the specified products, and under the expressly announced conditions.

In the case of charitable initiatives linked to sales or purchase volumes, such initiatives shall have their own promotional or charitable nature and shall not in themselves generate any additional right to credit, compensation, refund, or financial claim in favor of the customer other than those arising from the sales contract of the product actually purchased.

13. Liability

COOKIE MOUSE shall be liable to the customer under the terms established by the applicable legislation on consumer protection, contracting, and contractual liability.

COOKIE MOUSE shall not be liable for delays or impossibility of performance resulting from causes beyond its reasonable control, such as force majeure events, strikes, logistical interruptions, carrier incidents, failures of third-party systems, administrative restrictions, customs inspections, or unforeseeable and unavoidable events.

Nothing in these Terms and Conditions shall exclude or limit the liability of COOKIE MOUSE in cases where such exclusion or limitation is not permitted by law, especially with regard to consumers and users.

14. Intellectual and Industrial Property

All content on the website, including but not limited to texts, images, photographs, designs, illustrations, logos, trade names, trademarks, graphic elements, code, and other materials, are owned by COOKIE MOUSE or by third parties who have authorized their use, and are protected by the applicable intellectual and industrial property regulations.

The reproduction, distribution, transformation, public communication, extraction, reuse, or any other form of exploitation, in whole or in part, of the website content is prohibited without the prior, express, and written authorization of the corresponding rights holder.

15. Personal Data Protection

The personal data provided during the purchase process shall be processed in accordance with the COOKIE MOUSE Privacy Policy and the applicable data protection regulations.

The processing of such data shall be necessary, among other purposes, to manage orders, handle inquiries and incidents, process returns, prevent fraud, and comply with legal obligations. The customer may consult detailed information regarding controllers, purposes, legal bases, recipients, retention periods, and exercise of rights in the Privacy Policy published on the website.

16. Modification of the Terms and Conditions

COOKIE MOUSE reserves the right to modify these General Terms and Conditions at any time. In all cases, the conditions applicable to each order shall be those in force and accepted by the customer at the time of purchase.

Modifications shall not affect orders already confirmed unless the law requires otherwise or the customer expressly accepts the application of a later and more favorable version.

17. Applicable Law and Dispute Resolution

These Terms and Conditions shall be governed by Spanish law.

When the customer qualifies as a consumer and resides in a Member State of the European Union, the choice of Spanish law shall not deprive them of the protection granted by the mandatory provisions of the law of their country of habitual residence where applicable.

In the event of a dispute, and when the customer qualifies as a consumer or user, the competent courts and tribunals shall be those determined by the applicable mandatory regulations. When the buyer does not qualify as a consumer, the parties, expressly waiving any other jurisdiction that may correspond to them, submit to the Courts and Tribunals of Seville, Spain.

COOKIE MOUSE is neither obliged nor generally committed to participating in specific alternative dispute resolution systems unless required by applicable law or expressly stated on the website.

The customer may first contact info@cookiemouse.com in an attempt to reach an amicable resolution of any incident.

18. Customer Service

For any inquiry, incident, information request, exercise of the right of withdrawal, or complaint related to an order, the customer may contact COOKIE MOUSE via the email address info@cookiemouse.com.

COOKIE MOUSE shall handle requests with the greatest possible diligence and within the legally required deadlines whenever applicable.