Effective Date: October 15, 2026 Version: 1.0 Applies to: All Manufacturers whose Products are offered through the Platform and that publish a manufacturer warranty for those Products.
Article 1: Introduction and Scope
1.1 This document governs a Manufacturer's warranty for its Products as that warranty applies to sales through the Platform: the publication of warranty terms, the duty to honor a valid claim regardless of which authorized channel made the sale, the decision standard and period for claims, and the handling of claims by Sellers. It states the Manufacturer's duties and the Company's duties to the Manufacturer and to a Buyer who claims under a warranty.
1.2 A manufacturer's warranty is a promise about the Product, not about the channel. The warranty travels with the Product to the Buyer who purchases it through an authorized channel on the Platform, and the Manufacturer's duties under this document are the same for a direct sale, a sale by an authorized Seller, and a first-party sale.
1.3 The platform-wide statement of warranty rights is the Warranty Policy, and a Seller's duties in respect of a warranted Product are governed by the Product Warranty Policy. This document is the manufacturer-side instrument: it states the Manufacturer's publication and honor duties, and incorporates the Warranty Policy for the Buyer's rights under a warranty. It does not restate a Seller's duties; Article 6 states only the boundary of the Seller's role that the Manufacturer shall respect.
1.4 Nothing in this document limits a warranty that applicable law implies, or a right a Buyer holds under applicable law, in either case to the extent that the law does not permit the limitation.
1.5 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the Manufacturer participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
Article 2: Definitions
2.1 Account: the account a person or business establishes with the Company to use the Platform.
2.2 Buyer: a person who purchases Products or Services through the Platform.
2.3 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.4 Manufacturer: a person or business that manufactures Products supplied for offer through the Platform.
2.5 Manufacturer Warranty: the Manufacturer's written warranty for a Product: its duration, its coverage, its exclusions, and its claim procedure, as published under Article 3. A statement that is not written and published as warranty terms is not a Manufacturer Warranty under this document.
2.6 Order: a Buyer's purchase of Products or Services through the Platform, accepted in accordance with the Order Formation and Acceptance Policy.
2.7 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.8 Product Record: the single record the Company maintains for a branded Product, to which Sellers' offers attach, as governed by the Brand Listing Control Policy.
2.9 Products: goods offered for sale through the Platform.
2.10 Seller: a person or business the Company has accepted to offer Products or Services through the Platform.
2.11 Services: services offered through the Platform, including grooming, veterinary, pharmacy, and fulfillment services, as applicable.
2.12 Void Condition: an act or condition stated in the published warranty terms as ending coverage, such as an unauthorized modification, misuse, or commercial use of a Product warranted for consumer use.
Article 3: Publication of Warranty Terms
3.1 The Manufacturer shall publish the terms of each Manufacturer Warranty, by Product or by product line, through the Brand Portal or the channel the Company designates. Published terms shall state: (a) the duration of the warranty; (b) the coverage, in terms that identify the defects or failures covered; (c) the exclusions; (d) every Void Condition; and (e) the exact claim procedure: where a claim is filed, the proof required (which may include the receipt, photographs, or the Product itself), and the period within which the Buyer may expect a decision.
3.2 Published terms are displayed on the Product Record for the Product. The warranty section of a Product Record carries the published terms or is empty. The Company shall not display, and the Manufacturer shall not supply for display, marketing language in place of warranty terms.
3.3 A Product for which no warranty terms are published carries no Manufacturer Warranty beyond a warranty implied by applicable law, and no listing for such a Product implies one. A phrase in product copy that suggests durability is not a warranty; only terms published under clause 3.1 are.
3.4 A Void Condition is effective only if it is stated in the published terms. A condition the terms do not name does not void coverage, and the Manufacturer shall not deny a claim on a condition that the published terms omit.
3.5 Warranty terms shall not be changed retroactively for a Product already sold. The Manufacturer may change the terms for future sales, on publication of the changed terms under clause 3.1 before the change takes effect. The terms that attach to a Product are the terms published at the time of that Product's purchase, and those terms govern a claim for that Product.
3.6 The Manufacturer shall keep each version of its published warranty terms, with the period during which each version was in effect, for three (3) years after the last Product sold under that version, and shall produce a version in an investigation under Article 8 or in the resolution of a claim dispute under Article 5.
Article 4: The Duty to Honor
4.1 The Manufacturer shall honor a valid warranty claim for a genuine Product regardless of which authorized Seller sold the Product, and shall honor such a claim for a Product sold from the Company's first-party inventory, where in each case the Products sold by the Company are "Sold by Pawz Shop" and the Products sold by a Seller are "Sold by {Seller name}." The channel of an authorized sale does not change the warranty, because the authorized Seller is the Manufacturer's distribution and first-party inventory is purchased through the Manufacturer's channel.
4.2 The Manufacturer shall not deny coverage solely on the ground that the Product was purchased on a marketplace, where the sale was by an authorized Seller or was a first-party sale. A warranty term that purports to exclude every marketplace purchase is not given effect on the Platform for a sale of either kind. This clause does not extend coverage to a purchase from an unauthorized Seller: the warranty follows the authorized channel, and the position of a Buyer who purchased from an unauthorized Seller is governed by the Warranty Policy and applicable law.
4.3 The Manufacturer shall decide a claim within fifteen (15) business days of receipt of a complete claim: a claim that includes the proof the published procedure requires. Where a claim is incomplete, the Manufacturer shall identify the missing proof promptly, and the period runs from receipt of the completed claim.
4.4 A denial shall state the specific term of the published warranty relied on and the evidence supporting the denial. A denial that states only that a claim is not covered, without the term and the evidence, is not a decision under this document; the Company shall treat such a denial as undecided and shall require a decision that complies with this clause.
4.5 The remedy on an allowed claim is the remedy the published terms state: repair, replacement, or refund, as the terms provide. Where the Manufacturer retains a defective Product for examination, the published procedure shall state that retention and its terms; a Buyer is not required to surrender a Product as a condition of a decision unless the published terms so provide.
4.6 Where the Manufacturer denies a claim in breach of clause 4.2, the Company may determine that the denial is ineffective, direct the Manufacturer to decide the claim on its merits, and record the breach. A pattern of denials in breach of this Article is a violation dealt with under Article 8 and is reported in the Manufacturer's program record under the Manufacturer Program Termination Policy.
Article 5: Claims Administration and the Company's Role
5.1 A claim is made under the published procedure, to the Manufacturer. The Company is not the warrantor of a Manufacturer's Product and does not assume the Manufacturer's duty to honor a claim by providing the channel through which a claim is filed or a claim is tracked.
5.2 The Company may, on a Buyer's request or on its own review, examine whether a denial complies with Article 4, using the published terms and the evidence the Manufacturer states. The Company's examination is of compliance with this document; it is not a re-hearing of the technical merits, which remain the Manufacturer's to decide in the first instance under its published terms.
5.3 A return-window refund and a warranty claim are independent tracks. A Buyer within the return period may seek a refund under the Returns and Refunds Policy, may pursue a warranty claim, or may pursue both as those documents allow. Neither the Manufacturer nor a Seller shall require a Buyer to elect one track in order to defeat the other.
5.4 The Manufacturer shall keep a record of each claim, the decision, the term and evidence relied on for a denial, and the remedy provided on an allowed claim, for three (3) years, and shall report claim volumes and denial rates to the Company on the Company's request, so that a pattern under clause 4.6 can be identified from records rather than from complaints alone.
Article 6: The Seller's Role: the Boundary the Manufacturer Shall Respect
6.1 Coverage is the Manufacturer's decision. A Seller directs a claim to the published procedure and does not adjudicate coverage. The Manufacturer shall not require, invite, or permit a Seller to decide a claim on the Manufacturer's behalf, and shall not treat a Seller's view on coverage as a decision.
6.2 The Manufacturer shall not supply warranty material for a listing that extends or narrows the published terms. The warranty section of a listing reproduces the published terms; a Manufacturer that supplies a longer duration, a wider coverage, or a narrower exclusion for display than the terms it honors publishes a misrepresentation, and is responsible for it under Article 8.
6.3 Where a Seller misrepresents the Manufacturer's published terms without the Manufacturer's involvement, the matter is dealt with under the Product Warranty Policy against the Seller, and the Manufacturer's duty is limited to supplying the correct published terms promptly on the Company's request.
Article 7: Fees
7.1 A fee is payable under this document only if the fee is stated in the fee schedule or program agreement that governs the Manufacturer's participation. No other charge of any kind is payable, and the Company shall not impose a fee that the governing schedule or agreement does not state. No fee is charged to a Buyer for filing a warranty claim.
Article 8: Liability
8.1 Exclusion of certain damages. To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this document, even if the party has been advised of the possibility of those damages.
8.2 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Manufacturer paid to the Company under this document in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
8.3 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Manufacturer owes for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law. Nothing in this Article limits the Manufacturer's obligation to provide the remedy stated in a Manufacturer Warranty, which is an obligation under the warranty and not a claim for damages under this document.
8.4 Essential purpose. The parties agree that this Article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 9: Indemnification
9.1 Duty. The Manufacturer shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the Manufacturer's breach of this document; (b) the Manufacturer's Products, listings, or published warranty terms, including product liability claims and a claim arising from a warranty the Manufacturer failed to honor; (c) the Manufacturer's violation of any law or of the rights of any person; and (d) taxes for which the Manufacturer is responsible under this document.
9.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The Manufacturer shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Manufacturer shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
9.3 Survival. This Article survives the termination of this document.
Article 10: Enforcement and Appeals
10.1 Investigation. The Company may investigate any suspected violation of this document. The Manufacturer shall cooperate with an investigation and shall produce the records this document requires the Manufacturer to keep.
10.2 Notice. If the Company determines that the Manufacturer has violated this document, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
10.3 Opportunity to cure. Where a violation is capable of cure, the Manufacturer has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured. Publication of warranty terms that omit required elements is cured by publishing complete terms; a claim wrongly denied is cured by deciding it again in compliance with Article 4.
10.4 Measures. If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) remove or suppress a listing or content, including a warranty statement that does not match the published terms; (c) cancel an Order or a booking; (d) suspend the Account or a program participation, in whole or in part; (e) terminate this document and the Account; and (f) exercise any other right or remedy available under this document or at law.
10.5 Appeal. The Manufacturer may appeal a measure under this Article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
10.6 No waiver by delay. The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 11: Term and Termination
11.1 Term. This document takes effect when the Manufacturer first supplies Products for offer through the Platform and continues until terminated under this Article.
11.2 Termination by the Company. The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Manufacturer materially breaches this document, engages in fraud, or becomes ineligible to participate.
11.3 Termination by the Manufacturer. The Manufacturer may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Manufacturer has no claim or investigation outstanding.
11.4 Effect of termination. On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, record-keeping, and indemnification obligations: survive until satisfied; (c) the Company shall disburse amounts owed, less amounts the Company may set off under this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute; and (d) the Manufacturer's duty to honor a Manufacturer Warranty survives termination for every Product sold while this document was in effect, for the full duration of that warranty, as the Manufacturer Program Termination Policy also provides. Exit from the Platform does not shorten a warranty already attached to a sold Product.
11.5 Survival. The Definitions, Fees (for accrued amounts), Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 12: Dispute Resolution
12.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 13: General Provisions
13.1 Amendments. The Company may amend this document by posting the amended document in the Document Center and giving notice to the Manufacturer at the email address in the Account. An amendment that materially increases the Manufacturer's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If the Manufacturer does not accept an amendment, the Manufacturer's remedy is to terminate under Article 11 before the amendment takes effect.
13.2 Notices. Legal notices under this document shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. Notices to the Manufacturer are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. The Manufacturer shall keep the email address in the Account current.
13.3 Governing law. This document is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
13.4 Severability. If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
13.5 No third-party beneficiaries. This document is for the benefit of the Company and the Manufacturer only and confers no rights on any other person, except as Article 9 provides for the Company's members, managers, employees, and agents. A Buyer's rights under a Manufacturer Warranty arise under the warranty itself and the Warranty Policy, and are not created by this clause.
13.6 Entire agreement. This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Manufacturer for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
13.7 Assignment. The Manufacturer shall not assign this document or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this document to an affiliate or in connection with a sale of all or part of its business, on notice to the Manufacturer.
13.8 Waiver. A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
13.9 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party as its drafter. The English-language text controls over any translation.
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