These General Terms and Conditions (hereinafter also referred to as "GTC") govern the legal relations between the entity BisPharma s.r.o., Kpt. Šmála 5110/12, 97901 Rimavská Sobota, ID No.: 47 542 934, VAT No.: 2023947189, VAT ID No.: SK2023947189. 31503/S, email info@terranaturapetfood.com, phone +421 948 300 710 (hereinafter referred to as the "Seller") and each person who is a buyer of the goods offered by the Seller through the online store https://terranaturapetfood.com/, which arise from the purchase of the said goods.
Supervisory authority:
SOI Inspectorate
for the Banská Bystrica Region:
Dolná 46, 974 00 Banská Bystrica 1
Supervision Department.
Tel. no. 048/412 49 69, 048/415 18 71,
048/415 18 73, fax no. 048/412 46 93
In the purchase contract or by confirming it in the order, the buyer accepts the GTC and agrees to abide by them. These GTC may only be deviated from by written agreement between the Seller and the Buyer.
In the event that the Seller and the Buyer enter into a written contract of sale in which they agree on terms and conditions that deviate from the GTC, the provisions of such contract of sale shall prevail over the GTC.
2. Definition of basic terms
"Buyer" means a natural or legal person who has ordered and paid for goods via the online shop https://terranaturapetfood.com/ (hereinafter referred to as "Buyer").
"Recipient" means the natural or legal person to whom the ordered goods are to be delivered (hereinafter referred to as "Recipient").
"Goods" means the product ordered through the online shop https://terranaturapetfood.com/ (hereinafter referred to as "Goods").
3. Seller's rights and obligations
The Seller shall:
deliver the goods to the recipient in the agreed quantity and quality,
enable the recipient to acquire ownership of the goods.
The Seller has the right to be duly paid the purchase price by the Buyer for the delivered goods.
4. Buyer's rights and obligations
The Buyer shall:
pay the Seller the purchase price when ordering the goods,
not to damage the good name and reputation of the Seller,
fully and accurately provide all the required information in the order.
The Buyer has the right to have the goods delivered to the recipient specified in the order in the quantity, quality, date and place specified by the Buyer.
5. Order - conclusion of the contract
The Buyer has the option to select the goods in the online shop https://terranaturapetfood.com/, which he designates for delivery to the recipient.
The contractual relationship between the Seller and the Buyer, which is considered a distance contract in accordance with Act No. 102/2014 Coll., as amended, is established by the confirmation by the Seller (by email) to the Buyer. The Seller is obliged to confirm the establishment of the contractual relationship to the Buyer within 24 hours of receipt of the order. If necessary, any further information regarding the order will be sent to the e-mail address provided. However, an automated e-mail after the order has been created shall not be deemed to be a confirmation of the order by the Seller.
The Buyer is obliged to fill in truthfully and accurately all the data in the order, otherwise the Buyer is liable for non-delivery of the goods or any damage incurred by the Seller as a result of incorrect and incomplete data.
The Buyer will receive a confirmation email of the completed order.
6. Order cancellation and withdrawal from the contract
The order can be cancelled free of charge until the moment of its confirmation by sending an e-mail to the Seller (info@terranaturapetfood.com).
The Seller has the right to cancel the order and withdraw from the contract if, due to the unavailability of the goods, even after making all reasonable efforts, he is not able to deliver the goods to the Buyer within the required period of time, which is indicated in the online store https://terranaturapetfood.com/.
In the case of a purchase price or part thereof already paid, the funds will be refunded to the buyer's designated account within 14 days of the valid cancellation of the order.
The consumer has the right to withdraw from the contract without giving any reason within 14 days from the date of receipt of the goods. After this period, this right expires (within the meaning of § 12 of the Act on Consumer Protection in Mail Order Sales (Act No. 122/2013 Coll.). Within this period, the consumer has the right to unpack and test the goods after receipt in a manner similar to the usual way of buying in a classic "brick-and-mortar" shop, to the extent necessary to ascertain the nature, characteristics and functioning of the goods. The consumer shall be liable for any diminution in the value of the goods. Thus, to test does not mean to start using the goods and return them to the seller after a few days.
In the event of withdrawal, since the contract is cancelled from the outset, the parties shall reimburse or refund all the consideration received between them.
If the consumer withdraws from the contract, he/she must send the completed withdrawal form by email to info@terranaturapetfood.com or by post.
If the consumer withdraws from the contract, he/she must deliver the goods at his/her own expense in a safe manner (Slovak Post 1st class, courier, in person...) to the address of the Operator: terranaturapetfood.com, Kpt. Šmála 5110/12, 97901 Rimavská Sobota within 14 days from the date of withdrawal. We strongly recommend to insure the goods.
The goods must be sent back together with all documents relating to the goods in question, which the buyer received upon purchase, delivery and acceptance.
7. Return of goods
The e-shop operator shall return the paid performance for the goods / service including the cost of transport in accordance with § 9 (3) of Act No. 102/2014 Coll. as well as the costs demonstrably incurred for ordering the goods within 14 days from the date of receipt of the withdrawal from the contract, but does not have to return the money before the goods are delivered or the consumer does not prove the shipment of the goods, this does not apply if the seller has proposed that he picks up the goods himself.
8. Delivery terms
the buyer has the following delivery options:
courier company
Stock goods are usually dispatched within 48 hours of receipt of the order.
If the goods specified in the order are not in stock, the buyer will be informed.
The buyer is obliged to collect the goods from the courier. We recommend to check the integrity of the packaging, the number of packages and in case of discrepancies, contact the seller immediately.
Invoice, tax receipt will be inserted in the package or delivered by email.
9. Prices and payment terms
The Operator reserves the right to change the price of the goods, however, this does not apply to already confirmed purchase contracts. The prices listed in the e-shop may vary and the buyer has no right to subsequently demand a price other than the previously agreed price.
All prices for goods and all charges in the e-shop are inclusive of 20% or 10% VAT.
The buyer is obliged to pay the price for the goods. The ordering of goods and their subsequent purchase shall be carried out via the e-shop, in the steps, methods and sequence set out therein.
The buyer can make payment for the ordered goods in one of the following ways, through:
Payment by bank transfer
Payment in cash - cash on delivery
The amount of the packaging fee according to the value of the order is as follows:
Purchase up to 170 € - Packing 6 € EUR
Purchase over 170 € - No packing fee
10. Warranty
The Operator guarantees the goods for 24 months, (excluding feed or food-type goods) unless otherwise stated for a specific product. The warranty shall commence on the date of receipt of the goods by the purchaser. The Buyer is obliged to read the instructions and the warranty conditions properly before using the goods for the first time.
The Buyer is entitled to claim the warranty from the Operator only in the case of goods showing defects, and the goods are not out of warranty, are covered by the warranty and were purchased from the Operator. In other cases, the Seller will not be able to repair the damaged goods under warranty and if the Buyer, after being notified of this fact, asks for their repair, the Buyer will be obliged to reimburse the Operator for the costs of carrying out the service intervention and repair of such goods. The warranty does not cover mechanical damage to the goods by the Buyer, use of the goods in inappropriate or unsuitable conditions, unprofessional handling, neglect of care of the goods, unprofessional assembly, improper handling and use of the goods, improper care of the goods, unprofessional installation. All rightfully claimed repairs are free of charge during the warranty period. The right to free warranty repairs also expires in the event of unprofessional tampering with the product during the warranty period by a person other than the authorised person. The operator also reserves the right not to refund money for such goods and not to exchange them for other goods.
The warranty also does not cover damages caused by an act of God, natural disaster, violent damage, weather conditions or operation in extreme and unusual conditions.
If the goods need to be repaired or replaced, the buyer is obliged to send the goods exclusively by Slovak Post, 1st class or courier to the following address: terranaturapetfood.com, Kpt. Šmála 5110/12, 97901 Rimavská Sobota. The goods must be suitably well packed, with all the details, so that there is no possible damage as the consumer is responsible for the goods and their transport in this case.
The Seller shall confirm receipt of the claim and issue the Buyer with a confirmation of the claim in a suitable form. The date of the claim shall be deemed to be the date of its delivery to the Seller, but no later than the moment when the Seller makes it impossible or prevents the acceptance of the object of the claim. If the confirmation cannot be delivered immediately, it must be delivered without undue delay, but at the latest together with the proof of settlement of the complaint. The acknowledgement of the complaint shall be sent in writing.
The Seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 days from the date of the complaint. In justified cases, in particular where complex technical evaluation of the goods is required, no later than 30 days from the date of the complaint. After determining how the complaint is to be handled, the Seller shall handle the complaint immediately; in justified cases, the complaint may be handled later. However, the processing of the complaint may not take longer than 30 days from the date of the complaint. After the expiry of the 30-day period for processing the complaint, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods or has the right to exchange the goods for new ones.
Buyer's rights when making a claim:
if the defect is one that can be rectified, the buyer has the right to have it rectified free of charge, in a timely and proper manner, and the defect must be rectified without undue delay,
the buyer may, instead of having the defect removed, require the item to be replaced or, if the defect relates only to a part of the item, the part to be replaced, provided that this does not incur disproportionate costs for the seller in relation to the price of the goods or the seriousness of the defect,
the seller may, instead of removing the defect, replace the defective item with a faultless item if this does not cause the buyer serious inconvenience,
if the defect cannot be remedied and prevents the proper use of the item, the buyer has the right to have the item replaced or to withdraw from the contract. The buyer shall have the same right if the defect is a remediable defect, but if the buyer cannot properly use the item due to the reoccurrence of the defect after repair or due to a number of defects,
if there are other irremediable defects which do not prevent the use of the goods, the buyer is entitled to a reasonable discount on the price of the goods.
The complaint shall be deemed to be settled if the complaint procedure ends with the handing over of the goods complained of, their replacement or refund of the purchase price of the goods, the granting of a discount, a written invitation to take over the performance or its reasoned rejection, whereby the buyer confirms personal acceptance or the confirmation of the transport company in the event that the buyer does not personally take over the complaint is also a document.
The consumer shall be informed of the outcome of the complaint procedure within the statutory time limit.
11. Personal data processing principles
The operator of the online shop is responsible for the processing of personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (hereinafter referred to as the GDPR).
For more information on the principles of personal data processing, please follow this link.
12. Cookies
These websites use cookies to remember user settings, to better tailor advertisements to visitors' interests and for the necessary functionality of the websites.
More information about cookies can be found at this link.
13.Liability
A condition for the validity of the purchase contract is the completion of all mandatory data in the order form.
The Seller shall not be liable for non-delivery of the goods or for their delay if the non-delivery was caused by deficiencies on the part of the Buyer, for example, incorrect address given by the Buyer for delivery of the goods, incorrect telephone contact details for the Buyer, or incorrect provision of any other information which proves to be false and as a result of which the goods could not be properly delivered.
The Seller shall not be liable for non-delivery of the goods if the goods have been refused for collection by the person to whom they should have been delivered according to the Buyer's order details.
The Seller shall not be liable for non-delivery of the goods if the person to whom the goods should have been delivered was unavailable.
If the ordered goods cannot be delivered by the Seller due to reasons on the Seller's side, the purchase price paid by the Buyer will be refunded to the Buyer's bank account.
The Seller is not responsible for late delivery, damage to goods caused by courier service.
14. Alternative Dispute Resolution
On the basis of the amended Act No. 102/2014 and Act No. 391/2015 on alternative dispute resolution, the consumer has the right to alternative (out-of-court) dispute resolution.
He may submit a request in the manner specified under Section 12 of Act No. 391/2015 Coll. To file a petition, the consumer may use a form, a model of which is also available on the website of the relevant ministry and of each alternative dispute resolution body.
List of alternative dispute resolution entities: please refer to this list. The consumer has the right to choose to which of the listed ADR entities to turn.
The address for electronic submissions to the Slovak Trade Inspection is ars@soi.sk
The alternative dispute resolution body may reject the consumer's proposal, e.g.: - if the quantifiable value of the dispute does not exceed EUR 20; - if it is obvious, in view of all the circumstances, that alternative dispute resolution would only be possible with disproportionate effort, and so on.
Consumers can also lodge a complaint via the RSO's alternative dispute resolution platform, which is available online at: http://ec.europa.eu/consumers/odr. A complaint can be lodged here by a consumer living in the EU against a trader established in the EU.
The costs of ADR are borne by each party to the dispute separately, without any possibility of reimbursement.
15. Final provisions
The Seller reserves the right to change these General Terms and Conditions and the obligation to notify the Seller in writing of a change in these General Terms and Conditions is fulfilled by placing it on the Seller's e-commerce website https://terranaturapetfood.com/.
These general terms and conditions shall become effective against the Buyer upon completion of the order and confirmed consent.
The Buyer declares that he has read these general terms and conditions and agrees to them in their entirety.
The Seller and the Buyer agree that they fully accept the electronic form of communication, in particular via electronic mail and the Internet, as valid and binding for both parties.
hese General Terms and Conditions are valid and effective as of 11.01.2022.
