Terms of service
GENERAL TERMS AND CONDITIONS OF SALE
This contractual document governs the purchase of products and services through the website www.mypugandco.com, owned by MY PUG PETSUPPLIES, S.L, with Tax ID (CIF) B09770538, registered address C/ PINTOR MIR 7, 3-1, 08031, Barcelona, and email address guau@mypugandco.com (hereinafter, the PROVIDER).
Acceptance of this document means that the USER:
- Has read and understands what is set out herein.
- Has sufficient legal capacity to enter into contracts.
- Accepts all the obligations set out herein.
These conditions are valid indefinitely and apply to all purchases made through the website www.mypugandco.com
PURPOSE OF THE CONTRACT
The purpose of this contract is to govern the contractual sales relationship between the PROVIDER and the USER.
1. GENERAL CLAUSES
Unless otherwise agreed in writing, placing an order with the PROVIDER implies the USER's acceptance of these legal conditions.
No stipulation made by the USER may differ from those of the PROVIDER unless it has been expressly accepted in advance and in writing by the PROVIDER.
These Conditions, together with the Privacy Policy and the Legal Notice of the Website, are the only conditions applicable to the use of the Website and the purchase of products through it, and replace any other conditions.
Consequently, any User who accesses the Website and purchases products through it agrees to be bound by these Conditions, the Privacy Policy and the Legal Notice as worded at the time the Website is accessed.
Any User who registers on the Website must be at least eighteen (18) years old.
2. SHIPPING OF ORDERS
Orders are shipped by courier.
Shipping costs always include Value Added Tax (VAT), but no other taxes, fees, customs duties, tariffs or surcharges.
The PROVIDER will not ship any order until it has verified that the USER has made the payment.
Shipments to Spain (mainland) take approximately 72 business hours (Monday to Friday) once the USER's payment has been confirmed, except during Sales, Promotions or Black Friday, when this period may be longer.
For international shipments, delivery may take 5 to 10 business days (Monday to Friday), depending on the destination and the courier, except during Sales, Promotions or Black Friday, when this period may be longer.
Once the parcel has been handed over to the courier, the USER will receive a text message or email with the tracking number. The PROVIDER accepts no liability if the product or service cannot be delivered because the details provided by the USER are false, inaccurate or incomplete. In these cases, the PROVIDER will refund the price of the products, but not the corresponding shipping costs.
If the USER wishes to return products voluntarily, i.e. without any defects or irregularities having been found, the customer will be refunded the amount of the returned products minus the return costs (€3).
Delivery is considered to have taken place when the courier has made the products available to the USER and the USER, or their representative, has signed the delivery receipt.
3. RIGHT OF WITHDRAWAL
The USER has a minimum of fourteen calendar days to withdraw, starting from the day the customer receives the product.
The right of withdrawal must be exercised by writing to guau@mypugandco.com
Unless the return is due to a defect in the product, the PROVIDER will refund the customer the amount of the returned product minus the return costs. The product must be returned in its original packaging and in perfect condition.
Personalised products cannot be exchanged or returned under any circumstances.
The right of withdrawal does not apply in the following cases:
- 1. If the product is not in perfect condition.
- 2. If the packaging is not the original packaging or is not in perfect condition.
- 3. If the product has been opened and it cannot be shown that it has not been used.
- 4. If the products are personalised.
The user may not cancel an order once it has been confirmed.
4. COMPLAINTS
Any complaint the USER wishes to make will be dealt with as quickly as possible and can be sent to the following contact details:
Postal address: MY PUG & CO, C/ PINTOR MIR 7, 3-1, 08031, BARCELONA.
Phone: +34 611550718
Likewise, any questions, suggestions or comments can be sent to our Customer Service department by email at guau@mypugandco.com or by phone on +34 611550718.
Customer service hours are Monday to Friday, 9:00 to 17:00.
5. RIGHT TO REFUSE AN ORDER
The PROVIDER may cancel any confirmed order or refuse an order for the following reasons:
- In the event of a technical and/or typographical error in the prices or other product details on the Website when the order was placed.
- Lack of availability.
- When security systems indicate that the order may be fraudulent.
- When there are reasons to believe the customer is a minor.
- When the PROVIDER has been unable to deliver the order to the address provided by the customer.
- In the event of a cyberattack, virus or any event beyond reasonable control (force majeure).
- In the event of a payment error.
In such cases, the PROVIDER will refund all amounts paid in full.
6. FORCE MAJEURE
If, due to force majeure, a product is not available after the purchase has been made, the PROVIDER will inform the User by email of the full cancellation.
The PROVIDER is not responsible for delays in delivering orders, or for being unable to deliver them, when this is due to force majeure and therefore beyond our control. Force majeure includes, without limitation: accidents; strikes; riots, threats or terrorist attacks; fire or explosion; weather conditions or natural disasters such as storms, floods, earthquakes, subsidence or epidemics; problems beyond our control with transport or telecommunications systems.
As far as possible, once the cause of the impossibility or delay has ended, the PROVIDER will do everything possible to resume its business activities and fulfil its obligations and shipments.
7. ASSIGNMENT
The USER may not assign, transfer or pass on the rights, responsibilities and obligations contracted in the sale.
If any provision of these conditions is held to be void or unenforceable, the validity, legality and enforceability of the remaining provisions will not be affected or modified in any way.
The USER declares that they have read, know and accept these General Conditions in full.
8. GENERAL ASPECTS OF THE OFFER
All sales and deliveries made by the PROVIDER are subject to these General Conditions.
9. PRICE AND VALIDITY OF THE OFFER
The prices shown for each product include Value Added Tax (VAT) or any other applicable taxes. Unless expressly stated otherwise, these prices do not include shipping, handling, packaging, shipping insurance or any other additional services related to the product or service purchased.
The prices applicable to each product are those published on the website and are expressed in EUROS. The USER accepts that the price of some products may vary in real time.
For any information about an order, the USER can contact the PROVIDER's customer service by phone on +34 611550718 or by email at guau@mypugandco.com
10. SHIPPING COSTS
Product prices do not include shipping costs.
- Mainland Spain: €3.95 | FREE on orders over €34.95
- Balearic Islands: €4.45
- Canary Islands: €9.95
- Ceuta and Melilla: €4.95
- Andorra: €3.50
- Portugal: €5.50
- Italy, Netherlands, United Kingdom, Belgium, France: €7.20
- Gibraltar, Greece, Switzerland: €9
- Germany, Denmark, Finland, Norway, Sweden: €10
- Australia, Japan, Morocco, Croatia, Iceland: €13.50
- USA, South America and Central America: €17
- Eastern Europe: €21
11. PAYMENT METHODS, CHARGES AND DISCOUNTS
Accepted payment methods:
1. PAYPAL:
The USER will be redirected to the PayPal website to use its secure payment platform. Once the payment is complete, they will be redirected back to the PROVIDER's website. On PayPal, they can pay with a PayPal account or a credit card; cash on delivery is never accepted through PayPal.
PayPal may hold an amount as a deposit or guarantee when attempting to make a card purchase on the PayPal platform. Charging this amount does not guarantee that the purchase has been completed.
2. VISA OR MASTERCARD CREDIT OR DEBIT CARD.
All operations involving the transmission of personal or banking data are carried out in a secure environment, on a server using standard SSL (Secure Sockets Layer) security technology.
All information you send us is encrypted across the network. In addition, your card details are entered directly on the bank's page, in the bank's POS terminal, and are never entered or stored on any of the PROVIDER's servers.
When paying by VISA or MASTERCARD, you will always be asked for the following details: card number, expiry date and a security code matching the last three digits of the number printed in italics on the back of your VISA or MASTERCARD, providing greater guarantees of transaction security.
12. APPLICABLE GUARANTEES
All our products are covered by the supplier's commercial guarantee. Therefore, if a product is defective, the PROVIDER will collect it and replace it with the correct one, covering the costs of the return and exchange.
To handle the issue, please notify us by email at guau@mypugandco.com stating:
The reason for the issue, the order number (essential to locate the purchase), the delivery note and photos of the damaged or incorrect product so we can assess the situation. To exercise the guarantee, you must have proof of purchase or the delivery note.
Please note that our guarantee does not cover:
- a) Negligent or violent use of the product.
- b) Damage resulting from handling or tampering with the product.
13. RETURNS
The first return for a size exchange in mainland Spain is free. Size exchanges must be requested within 15 days of receiving the order.
For returns for a product exchange or refund, the return shipping costs will be charged to the customer. Product exchanges or refunds must be requested within 15 days of receiving the order.
If the USER requests a refund, it is not instant. It may take up to 2-3 days depending on the bank.
Personalised products such as ID tags or phone cases cannot be returned.
During Black Friday, Special 3-for-2 Offers, Sales or on Discounted Products, return costs are paid by the buyer: €4.95 for a size/product exchange and €4.00 for a refund.
In all cases, returned products must be in perfect condition, unused and in their original packaging. To avoid problems during transport, please make sure the parcel is properly protected and sealed. Once received, we will check its condition. As soon as we have confirmed that the item(s) and any components and accessories are complete and in perfect condition, we will refund the amount paid for the products or send the new product requested in exchange.
If the customer wishes to make a complaint, the PROVIDER's address is C/ PINTOR MIR 7, 3-1, 08031, BARCELONA, or by email at guau@mypugandco.com
14. APPLICABLE LAW AND JURISDICTION
The PROVIDER also reserves the right to take any civil or criminal action it deems appropriate for improper use of its website and content or for breach of these conditions.
The relationship between the USER and the PROVIDER is governed by the regulations in force in Spain. In the event of a dispute, the parties may submit to arbitration or go to the ordinary courts, in accordance with the applicable rules on jurisdiction and competence. The PROVIDER is based in BARCELONA, Spain.
Products discounted from their original price
Discounted products are all products purchased with discount codes or with a catalogue discount on their original price during the period indicated above.
Exchanges
For these products, only 1 exchange is accepted, for another size (larger or smaller) of the same product or for a different product; more than one exchange on the same product is not possible. If the requested size exchange is not possible for any reason, the product will be refunded for the final amount paid, excluding the amount paid for “Shipping”. The exchange period for these products is 14 calendar days from the date the order is received. To be exchanged, the product must be in perfect condition (unused) and in its original packaging.
Returns
The return period for these products is 15 calendar days from the date the order is received. To be returned, the product must be in perfect condition (unused) and in its original packaging.