General

These General Terms and Conditions of Business are drawn up in accordance with consumer protection regulations, on the basis of the recommendations of the Chamber of Commerce and Industry of Slovenia and international codes for online and electronic business. The Pet Shell online store (hereinafter: the “online store”) is operated by the company Pet Shellter d.o.o., which is also the provider of electronic commerce services (hereinafter: the “trader” or the “seller”).

Registration is not required for purchases in the online store. By making a purchase, a website user becomes a buyer. By using the website www.pet-shell.com and/or purchasing through the online store, the user confirms that they understand, accept, and agree with all provisions of these General Terms and Conditions. If you do not agree with these General Terms and Conditions, you must immediately stop using our services. The same applies if you do not agree with any subsequent changes to the General Terms and Conditions.

These General Terms and Conditions define the operation of the online store, the rights and obligations of the visitor or user and the buyer, and the business relationship between the trader and the user as a buyer of products offered in the online store.

  • Availability of Information

The trader undertakes to always provide the user with the following information:

data on the identity of the trader (in particular the company name and registered office of the company and the registration number of the register in which the company is entered);

  • contact details which enable the user to communicate quickly and effectively with the trader (e-mail address, telephone, etc.);
  • information on the essential characteristics of the products from the online store’s offer, including any guarantees (if a product has no guarantee listed with it, that product has no guarantee);
  • information on prices, which must be clearly defined, and an indication of whether VAT is included in the price or not;
  • information on the availability of products from the online store’s offer;
  • the manner and conditions of delivery of products or performance of services, in particular the place and time of delivery;
  • information on the method of payment;
  • data on the period of validity of the offer from the online store;
  • information on the period during which it is still possible to withdraw from the contract and the conditions for withdrawal;
  • information on the possibility of returning products or withdrawing from the contract;
  • information on the complaint procedure and data on the trader’s contact person for communication with users.
  • Product Offer

Due to the nature of online business, the product offer in the online store changes and is updated frequently and quickly. Despite the trader’s best efforts to ensure the most accurate and up-to-date data, inaccuracies may occur regarding price, description, or stock of a product. All product images are symbolic.

  • Methods of Payment

The trader offers the user the following methods of payment for products purchased in the Pet Shell online store:

BY PROFORMA INVOICE (PREPAYMENT)*

By advance transfer of the purchase price to the trader’s transaction account based on a proforma invoice that we send to your e-mail address. The reservation of ordered items is made immediately after the purchase is completed. The payment deadline for the proforma invoice is three (3) days; the reservation for the ordered items is valid for the same period. After the payment deadline has expired, or at the latest seven (7) working days from the date the proforma invoice was sent, the order is cancelled and the reservation is released. Public holidays and weekends are NOT included in the payment deadline. If the trader receives payment after the expiry of the validity period of the proforma invoice and has not confirmed an extension of the validity and payment deadline, the trader is not obliged to return the paid purchase price if, due to the release of the reservation, the respective item has been sold or is no longer in stock.

PAYMENT BY CREDIT CARD*

Secure payment by credit card.

* Shipping and other delivery costs are already included in the payment amount if delivery is chargeable. In the case of free delivery, you only pay the total value of the ordered items.

  • Prices

The online price applies to all users of the trader’s online store.

All prices in the online store are stated in euros and include VAT, unless explicitly stated otherwise. All prices in the online store are product prices and do not include delivery costs (see points 3 and 12). All prices apply only for electronic orders of products through the online store.

Discounts do not add up, and promotions are mutually exclusive, unless explicitly stated otherwise. Promotional offers are valid until the end date of the promotion or until stocks are sold out. All prices are valid at the time the order is submitted and have no predetermined validity; therefore, they apply only until they are changed each time. Despite the trader’s exceptional efforts to provide the most up-to-date and accurate data, it may happen that price information is incorrect. In the event referred to in the previous sentence, and in the event that the price of the product changes during the processing of the order, i.e. from the moment the order is submitted until the order is confirmed, the trader will:

inform the user (buyer) of this and notify them of the new prices. In such a case, the user (buyer) has the option to change their order, cancel it in whole or in part, or confirm the order at the new prices, all without additional costs; or

enable the user (buyer) to withdraw from the purchase and at the same time offer a solution that will be in the mutual interest and satisfaction of both parties.

Funds paid by value vouchers, other bonuses, or proforma invoices do not bear interest.

  • Purchase Procedure
  • Order received

After submitting the order, the user (buyer) receives an e-mail notification from the trader that the order has been received. After submitting the order, the buyer can no longer change it.

  • Order confirmed

Upon receipt of the order, the trader reviews it, checks the availability of the ordered products, and confirms the order or rejects it with justification. To verify data or ensure the accuracy of delivery, the trader may also contact the user (buyer) by telephone at the contact number provided. The sales contract for the purchase of ordered products between the user (buyer) and the trader is irrevocably concluded at this stage (see point 7).

  • Goods dispatched

Within the agreed period, the trader prepares and dispatches the ordered products and informs the user (buyer) of this by e-mail.

  • Sales Contract and Invoice Issuance

The trader issues an electronic invoice with itemised costs to the user who purchases a product from the online store. The invoice in electronic form is sent to the buyer by e-mail to the address provided at the time of purchase. The sales contract in the form of a purchase order is stored electronically on the server. The sales contract is concluded in the English language.

The sales contract between the trader and the user (buyer) is concluded at the moment the trader confirms the order (see points 6.2 and 6.3). From that moment on, all prices and other purchase conditions are fixed and apply to both the trader and the user (buyer).

  • Coupons

Online store coupons can be used with an acquired or publicly published code. To use a coupon, you must first select the desired product(s), then click on the cart and choose “View basket”. You will see the option “Apply coupon code”, where you enter your code into the field and click “Apply coupon”. The system will automatically calculate the discount at checkout.

  • Order Cancellation, Right of Withdrawal, Product Returns

When the user submits an order, they receive an e-mail confirming receipt of the order. The user has the right to cancel the order before receiving an electronic notification from the provider that the shipment has been handed over to the postal service or ordered from the brand’s supplier.

The user (buyer) has the right, within 14 days from the date of receipt of the ordered products, to notify the trader at the contact e-mail address media@pet-shell.com that they are withdrawing from the sales contract, without having to state a reason for this decision. Returning the purchased products to the trader within the withdrawal period shall be deemed as a notice of withdrawal. The only cost borne by the user (buyer) due to withdrawal from the contract is the cost of returning the products to the trader.

Purchased products must be returned to the trader no later than 30 days from the date the notice of withdrawal from the sales contract was sent.

The buyer must also enclose a copy of the order and the details required for the refund of the purchase price. The contract or order is sent to the buyer by e-mail to the address they entered when placing the order. We keep the invoice in electronic form at the company’s registered office. The buyer may request a copy (invoice) via our contact address: media@pet-shell.com. The address for returning goods to the trader is:

Pet Shellter d.o.o., Gradišče 15b, 1360 Vrhnika, Slovenia, Europe

We recommend that you use a delivery service that allows tracking of the shipment and that you properly prepare the goods for transport (you may use the original packaging or another appropriate secure packaging). The product you wish to return must be unused and must not show visible signs of use, unworn, unwashed, clean, undamaged, with the original label undamaged. Products sold in packaging must be returned in the original packaging with original labels. In the event of withdrawal from the contract, the provider reserves the right to claim compensation for any reduction in the value of the goods.

In the event of withdrawal from the contract, the trader will immediately, and no later than 14 days after receiving the notice of withdrawal, refund all payments received to the buyer by transfer to the transaction account provided by the buyer upon return. The trader does not accept parcels with cash on delivery. Refunds are not made in cash. Any promotional codes and other discounts used are not refunded to the user (buyer). A used gift voucher is returned by the trader in the form of a credit note.

  • Returns:

You start the return procedure by sending an e-mail to media@pet-shell.com. In the e-mail, please state the following information:

  • Your e-mail address
  • First and last name
  • Residential address
  • Order and invoice number
  • Indication of the products you are returning
  • How you paid (Card, direct bank transfer) and the number of your transaction account (IBAN: xxx xxxx xxxx xxxx xxxx) to which we will refund the received payments
  • Your telephone number
  • Send the goods you are returning to:

Pet Shellter d.o.o., Gradišče 15b, 1360 Vrhnika, Slovenia, Europe

Sign the envelope and insert a copy of the order. If we receive a package without data, we will not know who the sender is and your request will not be processed.

  • Exchanges:

The online store also allows product exchanges. In the case of an exchange, the shipping costs are borne by the buyer.

You start the product exchange procedure by sending an e-mail to media@pet-shell.com. In the e-mail, please state the following information:

  • Your e-mail address
  • First and last name
  • Residential address
  • Order and invoice number
  • Indication of the products you are returning
  • Indication of the product you are returning/exchanging
  • Your telephone number
  • A note stating that you are aware you bear the costs of exchanging the products
  • Send the goods you are returning to:

Pet Shellter d.o.o., Gradišče 15b, 1360 Vrhnika, Slovenia, Europe

Sign the envelope, insert a copy of the order, and specify which product you wish to receive (product type, size, colour, padding, orientation). If we receive a package without data, we will not know who the sender is and your request will not be processed.

For companies, sole proprietors, and other legal entities, we allow returns of items within the warranty conditions. The mentioned organisations do not have the right to withdraw from the contract within 14 days of receiving the goods without stating a reason for their decision, as applies to consumers (natural persons).

  1. Material Defect and Warranty

The buyer may claim a material defect when:

  • the product does not have the characteristics necessary for its normal use or for circulation;
  • the product does not have the characteristics necessary for the special use for which the buyer is purchasing it, which was known to the trader or should have been known;
  • the product does not have the characteristics and qualities that were expressly agreed or prescribed;
  • the trader has delivered a product that does not match the sample or model, except where the sample or model was shown only for information.
  • Products have a warranty if stated on the invoice or on the warranty certificate. The warranty is valid if the instructions and conditions stated on the warranty certificate are followed and upon presentation of the order. The warranty period is stated on the warranty certificate or the invoice. Information about the warranty is also provided in the product presentation in the online store. If there is no warranty information in the online store, the product does not have a warranty. The product is checked against another faultless product of the same type and with the trader’s statements or the indications on the product itself.

To claim a material defect or warranty, the buyer must send the following data to media@pet-shell.com:

  • first and last name,
  • e-mail address,
  • residential address,
  • postal code,
  • address to which the trader should send the new item,
  • invoice number,
  • indication of the product for which the material defect or warranty is claimed,
  • a description of the material defect or the reason for claiming the warranty,
  • and a copy of the order.

The product for which a material defect or warranty is claimed must be sent to:

Pet Shellter d.o.o., Gradišče 15b, 1360 Vrhnika, Slovenia, Europe

Sign the envelope and insert a copy of the order. If we receive a package without data, we will not know who the sender is and your request will not be processed.

Once the procedure regarding the warranty or material defect has been completed, the buyer is notified by telephone or e-mail. The trader sends the product to the buyer within 14 days from the date of notification. If the trader cannot provide a new item to the buyer, the trader will ask the buyer for the number of their transaction account and refund the payments received for the product for which the buyer claimed a material defect or warranty.

  1. Purchases by Legal Entities

The purchase procedure for legal entities is the same as for natural persons, except that when registering the user, the company data is entered and agreement with the terms of use is confirmed.

Legal entities do not have the right to withdraw from the sales contract within 15 days of receipt without stating a reason. However, they may claim defects within the framework of material defects or warranty.

For legal entities, the Pet Shell online store offers the following payment method:

  • Prepayments by bank transfer (Proforma invoice)
  • By advance transfer of the purchase price to the trader’s transaction account based on a proforma invoice that we send to your e-mail address.
  • Credit card paymets
  • Save credit card payment provided by Stripe platform.
  1. Delivery

The trader will deliver the ordered products to the user (buyer) within the agreed period. The trader’s contractual partner for the delivery of consignments is DHL. The trader reserves the right to choose another delivery service if this enables the order to be fulfilled more efficiently.

The delivery time for products in stock to delivery addresses in Slovenia is generally the next working day or up to 3 working days for orders placed after 12:00.

The shipping cost is automatically calculated based on the dimensions and weight of your order. Final delivery prices may vary depending on the shipping provider’s current rates and service options. The exact shipping cost will be displayed at checkout before completing your purchase.

Each product in the online store is available within a reasonable time frame and is dispatched as soon as possible. Delivery of orders is possible worldwide except Russia.

  1. Child Protection

The trader does not accept orders in the online store from anyone known or suspected to be a child, without the express permission of their parents or guardians. The trader does not offer unrestricted access to products or services that are harmful to children.

Without the express permission of parents or guardians, the trader will not accept any personal data relating to children, nor will it disclose data received from children to third parties, except to parents or guardians.

Any communication intended for children will be appropriate to their age and will not exploit children’s trust, lack of experience, or sense of loyalty.

Privacy Policy

The Privacy Policy forms part of these General Terms and Conditions and is available here.

  1. User Reviews and Product Ratings

Reviews, comments, and product ratings submitted by users or visitors are part of the functionality of the online store and are intended for the user community.

The trader is not responsible for the content of reviews, comments, and product ratings submitted by users or visitors. The trader reviews such content before publication and rejects those that contain obvious untruths, are misleading, offensive, obscene, or in the trader’s opinion do not provide benefit to other users or visitors of the online store. The trader is not responsible for the information contained in reviews, comments, and ratings and disclaims any liability arising from such information.

By submitting a review, comment, or rating, the user or visitor expressly agrees with the terms of use and grants the trader permission to publish part or all of the text in all electronic and other media. The trader has the right to use the content of the review, comment, or rating for an unlimited period and for any purpose that is in the trader’s business interest, including publication in advertisements or other marketing communications.

The author of the review, comment, or rating declares and guarantees that they are the holder of the material and moral copyrights for the submitted text and that they transfer these rights to the trader free of charge, non-exclusively, and for an unlimited period.

  1. Intellectual Property Rights

The provider of electronic commerce services (hereinafter: the trader) has all necessary rights to the trademarks and other products located on the website. The trademarks on the website are protected in accordance with international and national legislation. By publishing trademarks and enabling use of the website, the provider does not waive any rights arising from the trademarks. In the event of misuse of trademarks, the user is criminally and materially liable.

The entire content of the website, regardless of its form, is protected by copyright. The holder of all copyrights is the trader.

  1. Limitation of Liability

The trader strives to ensure that the data published in the online store is up-to-date and correct, but product characteristics, delivery times, or prices may change so quickly that the trader cannot manage to update the data in the online store in time. In such a case, the trader will inform the user (buyer) of the changes and allow them to withdraw from the order or change the order (see point 5).

Although the trader strives to provide accurate product photographs in the online store, all photographs must be taken as symbolic. The photographs do not guarantee the product’s characteristics.

From the moment the parcel with ordered products is handed over to the postal service, the trader is not responsible for cases of physical damage, destruction, or loss of the parcel, or where there is a shortage of contents in the parcel or the parcel shows signs of being opened. In such cases, the user (buyer) must initiate a complaint procedure with DHL Slovenija The trader will, together with the delivery service, ensure that the complaint is resolved in the shortest possible time.

  1. NON-ACCEPTANCE of Products

The buyer is obliged to collect the ordered items within the specified period after receiving the electronic notification of the completed order, the SMS confirmation of the order, or the confirmation by e-mail.

In case of non-acceptance, the buyer is liable for the payment of the costs of additional shipping/return of items to the company, and for the payment of economic damage arising from the impossibility of advertising the ordered items which were 4 days or more in distribution. In the event of non-acceptance, the case is handed over to the legal department, which, on our authorisation, will continue to handle the payment and recovery of the incurred costs and damage.

  1. Complaints, Disputes, and Applicable Law

The trader respects the applicable consumer protection regulations. The trader has an efficient complaint-handling system and has appointed a person whom the user (buyer) can contact in case of problems by e-mail. A complaint can be submitted by the user (buyer) to the e-mail address media@pet-shell.com. The complaint procedure is confidential.

The trader will confirm within five working days that the complaint has been received, inform the user (buyer) how long it will take to process it, and keep them informed of the progress. The trader will strive to resolve any disputes amicably to the best of their ability. If an amicable settlement of the dispute cannot be reached, the court in Ljubljana shall have exclusive jurisdiction to resolve all disputes between the trader and the user (buyer). The trader and the user (buyer), as participants in electronic commerce, mutually recognise the validity of electronic messages in court.

These General Terms and Conditions and all disputes between the trader and the user (buyer) shall be governed by and construed in accordance with Slovenian substantive and procedural law, excluding the rules of private international law that would refer to the application of any other law.

For all relations and for rights and obligations not regulated by these General Terms and Conditions, the provisions of the Obligations Code, the Electronic Commerce Market Act, the Personal Data Protection Act, and the Consumer Protection Act shall apply mutatis mutandis.

  1. Out-of-Court Settlement of Consumer Disputes

In accordance with legal norms, the online store pet-shell.com, owned by Pet Shellter d.o.o., does not recognise any provider of out-of-court settlement of consumer disputes as competent for resolving a consumer dispute that the consumer may initiate pursuant to the Act on Out-of-Court Settlement of Consumer Disputes.

Pet Shellter d.o.o., as a provider of goods and services enabling an online store in the territory of the Republic of Slovenia, publishes on its website an electronic link to the platform for online resolution of consumer disputes (ODR). The platform is available to consumers here.

The stated arrangement derives from the Act on Out-of-Court Settlement of Consumer Disputes and Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes, and amending Regulation (EC) No 2016/2004 and Directive 2009/22/EC.

  • Changes to the General Terms and Conditions

In the event of changes to the regulations governing online stores, data protection, or other areas relating to the trader’s online store operations, and in the event of changes in the trader’s own business policy, the trader may amend and/or supplement these General Terms and Conditions, of which the users will be notified each time in an appropriate manner, which includes, in particular, notification via the Pet Shellter d.o.o. website.

Each amendment and/or supplement to the General Terms and Conditions shall enter into force and apply upon the expiry of an eight-day period from the date of publication of the changes and/or supplements. If an amendment and/or supplement to the General Terms and Conditions is necessary for harmonisation with regulations, such changes and/or supplements may, by way of exception, enter into force and apply in a shorter period.

  • Company Information

Company name: Pet Shellter d.o.o.

Registered office: Gradišče 15b, 1360 Vrhnika, Slovenia, EU

VAT number: SI26066505

Registration number: 9833196000

E-mail: media@pet-shell.com

Business account: SI56 6100 0002 9956 275, opened at Delavska hranilnica d.d.

Registered in the Business Register of Slovenia at: District Court of Ljubljana

Date of registration in the Business Register of Slovenia: 16.1.2025