Terms of service
Purchase and Delivery Terms
- FREE DELIVERY TO PICK-UP POINTS FOR ORDERS OVER 59€
- FREE HOME DELIVERY FOR ORDERS OVER 99€
- FREE RETURNS AND ONE FREE EXCHANGE
- NO MINIMUM ORDER LIMITS – FAST ORDER AND RETURN PROCESSING
- NO ACCOUNT REGISTRATION REQUIRED TO MAKE A PURCHASE
COMPANY INFORMATION
This e-commerce store is operated by Alvar Pet Oy (company number: 3090685-8). We sell products to individuals and businesses. Minors can make purchases with the consent of their guardians. We reserve the right to refuse delivery to resellers in specific cases.
Customer service for business clients: Contact us via phone or email to discuss business pricing and invoicing.
GENERAL TERMS
- By placing an order on our website, you agree to our purchase terms.
- All prices include VAT.
- We reserve the right to change prices and terms without prior notice.
- Separate agreements and terms apply to business clients.
PURCHASE AND INVOICING
No login is required to make a purchase. You can buy directly from our e-commerce store without creating an account. If you choose to create an account, you’ll have an easier time managing your orders and receiving updates on promotions and offers.
Orders:
Once you complete your order, you’ll receive an email confirmation. If we cannot deliver all items due to stock shortages, we’ll inform you.
Invoicing:
The invoice is sent with the products or via email, depending on your chosen payment method. If you choose to pay via Klarna, a separate invoice will be issued.
PAYMENT OPTIONS
We offer various payment methods to make your shopping experience as smooth as possible. These include:
- Credit Card – Pay with your Visa or MasterCard.
- ApplePay and GooglePay – Convenient mobile payments.
- PayPal – An international payment service.
- Klarna
- Swish
- Trustly
Our trusted payment service providers are Adyen and PayPal, ensuring a secure and smooth payment experience.
CAMPAIGNS AND DISCOUNT CODES
The online store frequently has general or customer-specific campaigns and discount codes. Campaigns and discount codes are valid for a limited time only and cannot be applied retroactively or to orders placed before the promotion period.
Unless otherwise stated, discount codes are valid for three (3) months from the date they are received. Discount codes do not apply to products already on sale, veterinary products, or pharmacy products. Discount codes are for one-time use only.
COMPANY POLICY
Business Purchases:
Businesses can contact us via phone or email to discuss pricing and invoicing for larger orders. We offer customized solutions for corporate clients.
DELIVERY TIMES
- STANDARD DELIVERY: 3–5 days
Orders are typically delivered within 3–5 business days. Delivery times may be affected by courier schedules, the availability of pick-up points, importers, and manufacturers. Any deviations will be communicated as soon as we are aware of them.
Products are usually dispatched the same day or no later than the next business day.
Unforeseen events, public holidays, or weekends may extend delivery times.
DELIVERY OPTIONS
- Postnord (pick-up point/parcel locker)
- Postnord Home Delivery
- Bring (pick-up point/parcel locker - orders under 20 kg)
- Bring Home Delivery
-
InstaBox Home and Box delivery (locker delivery for orders under 20 kg)
UNCLAIMED ORDERS
An unclaimed order or a parcel returned due to non-collection is not considered a customer return.
If you are unable to receive or collect your parcel, please contact our customer service in advance. If a parcel is returned to us without prior notice from the customer, a handling fee of €10/100SEK will be deducted from the refunded amount.
TERMS AND RETURN POLICY
We offer a 14-day return period for purchases made through our online store. You must notify us of your return within 14 days of receiving your order. Returned products must be shipped within 14 days of submitting the return notification.
Returned products must be unused, undamaged, and in resalable condition, including all original packaging, labels, and accessories.
The return of an order and the first exchange related to an order are free of charge for the customer.
For additional exchanges or returns related to the same order, the customer may be responsible for the associated shipping and handling costs.
If a returned product requires cleaning, repackaging, or other processing before it can be sold again, a handling fee of €10 may be deducted from the refunded amount.
If a returned product is no longer in a resalable condition, the product is not eligible for a refund. In such cases, we will contact the customer and offer the option to have the product returned to them at their expense.
To initiate a return, please contact our customer service and include your order number and details of the products you wish to return. Return instructions will be provided by email.
Once the returned products have been received and inspected, the refund will be issued using the same payment method used for the original purchase.
RESHIPMENT OF RETURNED PARCELS
If a parcel is returned to us because it could not be delivered or collected, and the customer wishes the parcel to be resent, the first reshipment will be provided free of charge.
If repeated reshipments are required, we reserve the right to charge the applicable shipping costs before resending the parcel.
CHANGES TO DELIVERY AFTER DISPATCH
If a customer requests a change to the delivery method, delivery address, pickup location, or other delivery details after the order has already been dispatched, the first such change will be handled free of charge where possible.
If repeated delivery changes are requested after dispatch, we reserve the right to charge an administrative and carrier processing fee of €16 per change, corresponding to the fee charged to us by the carrier.
DEFECTIVE OR INCORRECT PRODUCTS
Upon receiving your order, please inspect the products immediately. If a product is missing, defective, damaged, or otherwise incorrect, contact our customer service without delay. We will provide case-specific instructions regarding replacement, refund, disposal, and/or return of the product.
PRODUCTS EXCLUDED FROM THE RIGHT OF RETURN
For hygiene, health, and product safety reasons, the right of return and exchange does not apply to products whose packaging or hygiene seal has been opened after delivery, where the product cannot reasonably be resold.
This includes, but is not limited to:
- Opened hygiene products;
- Inflatable recovery collars;
- Canius Plus products due to their perishable nature; and
- Other products specifically marked as non-returnable at the time of purchase.
If there is uncertainty regarding the eligibility of a product for return, please contact our customer service before returning the item.
COMPLAINTS
Inspect your goods upon receipt. If you receive a defective or incorrect product, contact us immediately via email so we can resolve the issue. Products being returned due to a complaint must be sent in their original or similarly secure packaging.
LOYALTY PROGRAM
As a customer, you earn points on your purchases. You receive 1 point for every 1€ spent. Every 100 points corresponds to 1€ in store credit. Earned points are automatically converted into store credit 30 days after the purchase has been completed.
Points are earned on all orders regardless of order value, with the exception of purchases of prescription medications, gift cards, shipping costs, and any other applicable fees. In the event of a return or refund, the corresponding points will be deducted from your balance.
Store credit generated through the loyalty program is valid for 3 months from the date of issue and cannot be redeemed for cash.
OTHER TERMS
Product Information, Prices, and Availability:
We reserve the right to change product prices and availability. We strive to provide accurate information on our website, but we cannot guarantee that all details are up to date at all times.
We also reserve the right to correct any errors regarding product descriptions, images, or pricing.
RECYCLING AND ENVIRONMENTAL POLICY
We encourage environmentally responsible behavior and recommend recycling packaging according to local regulations.
SECURITY AND PRIVACY
- Your personal data is processed in accordance with the EU General Data Protection Regulation (GDPR).
- We never share your information with third parties without your explicit consent, except when necessary to complete your order (e.g., with couriers).
We value your privacy and security. All data collected through orders and site usage is handled according to our privacy policy. Your name, address, and payment details are only used for processing orders, deliveries, and improving our services.
We never sell or share your data with third parties unless it is required to fulfill your order (e.g., delivery services or payment providers).
CUSTOMER SERVICE
Our customer service is available via email, and we typically respond within 24 hours on business days.
- Email: info@vetapet.com
COMPANY DETAILS
Alvar Pet Oy (organization number: 3090685-8)
Salomongatan 17 B 10/4, 00100 Helsinki, FINLAND
For questions, please contact us via our customer service channels.
Thank you for shopping with us! We’re happy to have you as a customer and look forward to delivering your products quickly and reliably.
