Terms of service

Terms of Service

Last updated: October 4, 2026

Welcome to Char and Lu. These Terms of Service (“Terms”) govern your access to and use of our website, online store, products, and related services (collectively, the “Services”).

By accessing our website, placing an order, or otherwise using the Services, you agree to these Terms. If you do not agree to these Terms, please do not use the Services.

Char and Lu is a brand of Pawsch Pet Company LLC. Pawsch Pet Company LLC operates this store using Shopify, which provides the ecommerce platform that allows us to offer our products and Services to you.

Eligibility

You must be at least the age of majority in your state or jurisdiction to make a purchase from Char and Lu.

By placing an order, you represent that the information you provide is accurate and that you are authorized to use the payment method submitted with the order.

Our Products

Char and Lu products are handmade pet accessories. Because items are assembled by hand, minor variations in bead placement, appearance, or color may occur. Screen and device settings may also affect how colors appear online.

These small variations are part of the handmade nature of the product and are not considered defects. If a product arrives damaged, defective, or materially different from what you ordered, please contact us so we can make it right in accordance with our Returns & Refunds Policy.

Decorative Pet Accessories

Char and Lu dog necklaces are decorative accessories only.

They are not walking collars, restraint devices, safety equipment, or leash-attachment products and should never be attached to a leash.

Always supervise your pet while wearing a Char and Lu necklace. Inspect the necklace regularly for wear or damage and discontinue use if any component becomes loose, damaged, or unsafe. Char and Lu necklaces are not chew toys.

You are responsible for selecting an appropriate size and for using the product in accordance with our sizing, care, and safety instructions.

Nothing in these Terms limits any rights or remedies that cannot legally be limited under applicable law.

Orders and Acceptance

Submitting an order through our store constitutes an offer to purchase the products in your order.

After you place an order, you may receive an order confirmation. An order confirmation acknowledges that we received your order but does not prevent us from correcting an error or canceling an order before fulfillment when reasonably necessary.

We may refuse or cancel an order because of a pricing or product-information error, suspected fraud, payment issues, unavailable materials, an inappropriate or unlawful personalization request, or another legitimate operational reason.

If Char and Lu cancels an order after payment has been collected and the order will not be fulfilled, we will refund the applicable amount paid.

Handmade and Made-to-Order Products

Char and Lu necklaces are handmade to order.

Please allow 3–5 business days for your order to be made and prepared for shipment. Personalized orders may require the full processing window.

Processing time is separate from shipping transit time.

For complete information about shipping methods, charges, tracking, delays, and delivery, please review our Shipping & Processing Policy.

Personalization

Certain Char and Lu products may be personalized with a pet name or other approved text.

You are responsible for reviewing personalization information for spelling and accuracy before submitting your order. Char and Lu will generally make the personalization exactly as submitted.

Because personalized products are made specifically for the customer, they are generally final sale as described in our Returns & Refunds Policy.

If Char and Lu makes an error in the personalization, or the item arrives damaged or defective, please contact us and we will work to correct the issue.

We reserve the right to decline personalization requests that are unlawful, abusive, inappropriate, or reasonably believed to infringe the rights of another person or organization.

Pricing and Payment

Prices are shown in U.S. dollars unless otherwise stated.

We try to ensure that product descriptions, pricing, promotions, and other information are accurate. However, errors may occasionally occur.

If we discover a material pricing or product-information error before fulfillment, we may contact you for instructions or cancel the affected order and refund the amount paid.

Applicable taxes and shipping charges are calculated or displayed during checkout as appropriate.

Payment processing is provided through Shopify and its supported payment providers.

Returns and Refunds

Returns, personalized-item restrictions, damaged products, incorrect orders, cancellations, return shipping, and refunds are governed by our Returns & Refunds Policy.

That policy is incorporated into these Terms by reference.

If these Terms and the Returns & Refunds Policy conflict on a return or refund matter, the more specific Returns & Refunds Policy will control.

Shipping and Delivery

Shipping and delivery are governed by our Shipping & Processing Policy.

Delivery dates and transit estimates are estimates and may be affected by carriers, weather, holidays, address issues, and other circumstances outside Char and Lu's reasonable control.

Nothing in these Terms changes any rights you may have under applicable law regarding delayed or undelivered merchandise.

Product Availability

Because Char and Lu products are handmade and depend on available materials, components or colors may occasionally become unavailable.

If a material needed to fulfill your order becomes unavailable, we may contact you regarding a reasonable alternative, an expected delay, or cancellation and refund of the affected item.

We will not substitute a materially different product without your agreement.

Intellectual Property

The Char and Lu name, branding, website design, original photographs, graphics, product descriptions, written content, and other original materials made available through the Services are owned by or licensed to Pawsch Pet Company LLC and are protected by applicable intellectual-property laws.

You may use the website and its content for personal, non-commercial shopping purposes.

You may not reproduce, copy, distribute, sell, exploit, or create derivative commercial works from Char and Lu content without our prior written permission, except as permitted by law.

Third-party names, trademarks, and other intellectual property remain the property of their respective owners.

Acceptable Use

You may not use the Services for unlawful, fraudulent, abusive, or harmful purposes; interfere with the security or operation of the website; attempt unauthorized access to systems or accounts; submit malicious code; or use the Services in a manner that violates another person's rights.

We may restrict access to the Services when reasonably necessary to protect Char and Lu, our customers, Shopify, or others.

Third-Party Services and Links

Certain parts of the Services may rely on or link to third-party services, including Shopify, payment processors, shipping carriers, and other service providers.

Those third parties may have their own terms and privacy practices. Char and Lu is not responsible for third-party websites or services that we do not control.

Privacy

Our collection and use of personal information is described in our Privacy Policy.

By using the Services, you acknowledge that information may be processed by Shopify and other service providers as described in that policy.

Disclaimer of Warranties

We aim to provide accurate product information and quality handmade products.

Except for warranties or rights that cannot be excluded under applicable law, the Services and website are provided on an “as available” basis.

We do not warrant that the website will always operate without interruption or that every technical error will be immediately corrected.

Nothing in this section eliminates obligations Char and Lu expressly undertakes in its product descriptions, Returns & Refunds Policy, Shipping & Processing Policy, or applicable consumer-protection law.

Limitation of Liability

To the fullest extent permitted by applicable law, Pawsch Pet Company LLC will not be liable for indirect, incidental, special, consequential, or punitive damages arising from use of the website or Services.

Nothing in these Terms excludes or limits liability where such liability cannot lawfully be excluded or limited, or limits any non-waivable consumer rights.

The limitations in these Terms do not excuse Char and Lu from fulfilling the remedies expressly promised in our published policies.

Indemnification

To the extent permitted by applicable law, you agree to be responsible for claims, losses, or expenses resulting from your unlawful misuse of the Services, violation of these Terms, or infringement of another person's rights.

This provision does not apply to claims caused by Char and Lu's own conduct where liability cannot lawfully be shifted to you.

Changes to the Services or Terms

We may update the Services, products, website, or these Terms from time to time.

When we update these Terms, we will post the revised version and update the “Last updated” date.

Changes will apply prospectively unless applicable law requires otherwise.

Severability

If any provision of these Terms is determined to be unlawful or unenforceable, that provision will be enforced to the maximum extent permitted by law, and the remaining provisions will remain in effect.

No Waiver

If Char and Lu does not immediately enforce a provision of these Terms, that does not waive our right to enforce it later.

Governing Law

These Terms are governed by the laws of the State of Utah, without regard to conflict-of-law principles, except to the extent that applicable consumer-protection law provides you with rights that cannot be waived or requires another law to apply.

Entire Agreement

These Terms, together with the policies and information incorporated by reference—including our Privacy Policy, Returns & Refunds Policy, Shipping & Processing Policy, and Safety & Use information—constitute the agreement between you and Char and Lu relating to your use of the Services and purchase of our products.