The present General Terms and Conditions of Use, Sale and Privacy Policy govern the use of the website www.petmascota.net (hereinafter referred to as the "Website"), owned by Petmascota Naturalia S.L.U. (hereinafter referred to as THE COMPANY) holder of Corporate Tax ID (CIF) no. B02546265 and registered office at Polígono Industrial (Industrial Estate) Campollano, Avenida 0, Número 17, Nave (Warehouse) 1. Registered in the Mercantile Register of Albacete Tome 936 Book 700 Folio 23 Sheet no. AB-23637 Entry no. 1


Through its website, THE COMPANY furnishes information on its products and offers the option of purchasing same. Due to the content and purpose of the Website, anyone wishing to benefit from its services and to purchase any of its products, should have the status of "Customer", which is acquired by completing the registration form and following the steps that THE COMPANY subsequently notifies via email. The condition of customer status implies adherence to the Terms and Conditions of Use published from the moment the customer accesses the Website.


In either event, there are pages of the website may be accessed by natural or legal persons which do not register or do not actually make any purchase whatsoever of a product (hereinafter referred to as "Users"). In this regard, the Users accessing those parts of the Website agree to be bound by the terms and conditions contained in these General Terms and Conditions, to the extent said terms and conditions may be applicable to those Users.


THE COMPANY wishes to advise its Customers and Users that the territory in which orders are accepted and distributed is that territory which is understood as all countries of the European Union (hereinafter referred to as the "Territory").



The descriptions of the products shown on the Website are drawn up based on information furnished by the suppliers of Petmascota Naturalia S.L.U. Nevertheless, the information given on each product, as well as photographs or videos relating thereto and trade names, trademarks or distinguishing signs of any kind whatsoever contained on the website of THE COMPANY, shown on www.petmascota.net are provided for guideline only.



All product prices which are listed on the website include VAT and other taxes which may be applicable. Nevertheless, these prices do NOT include costs corresponding to the shipment of the products, which are listed separately and must be accepted by the Customer.



THE COMPANY advises the Customer that the number of units available is kept updated with warehouse stock and availability from our suppliers. THE COMPANY shall under no circumstances whatsoever deliberately offer for sale more units than those held in stock or which the supplier has reserved.

THE COMPANY shall make every effort possible to cater to the demand for products of all its customers. Nevertheless, it may on occasion happen, due to circumstances reasonably beyond THE COMPANY's control such as human error or computer system incidences, it is possible that the quantity ultimately offered for sale by the supplier differs from the offer made by THE COMPANY for the purposes of meeting customer orders.

In the event that the product is out of stock after the order is placed, the Customer shall be advised by email that the cancel has been cancelled in full or in part. The partial cancellation of the order because the product is out of stock shall not give rise to the cancellation of the entire order. If as a result of this cancellation, the customer wishes to return the delivered product that specified in the Return section must be complied with.



The Customer hereby undertakes to make payment when placing the order. To the initial price listed on the website for each of the products offered, the rates corresponding to the relevant postage costs will be added. In either event, these rates prior to completing the order itself shall be notified to the Customer.

The ticket or proof of purchase corresponding to the purchase order shall be sent via email.

The Customer must pay the amount corresponding to his/her order via debit/credit card (Visa, MasterCard, Visa Electron and/or other similar cards) or PayPal.

The Customer shall notify THE COMPANY of any incorrect or fraudulent charges on the card used for the purchases, by email, as soon as possible in order for THE COMPANY to make the necessary arrangements.



Once the order has been executed, that is, with the acceptance of the Terms and Conditions of Use and confirmation of the purchase process, THE COMPANY shall always send an email to the Customer confirming the details of the purchase made.



THE COMPANY shall accept cancellation of orders upon request prior to shipment thereof.  For cancellation of an order it must be requested using the "Contact Us" form or by sending an e-mail to info@petmascota.net



I. Product delivery

THE COMPANY hereby undertakes to deliver the product in perfect condition to the address which the Customer specifies in the order form, and that in either event must fall within the Territory. For the purposes of optimising delivery, it would be appreciated if the Customer specifies an address to which the order can be delivered during normal working hours.

THE COMPANY shall not be held liable for any delivery mistakes whatsoever in the event that the delivery address provided by the Customer in the order form is not the real address or has been omitted.

THE COMPANY advises the Customer that it is possible that a same order is divided into several delivery instalments.

II. Delivery deadline

Our shipments are made through a courier company. The order placed by you will be delivered no later than 7 working days following the confirmation of the order. Although THE COMPANY'S usual delivery deadline is generally between 3 and 6 days from the completion of the order.

These deadlines are average deadlines, and therefore are an estimate. It is therefore possible for these deadlines vary due to logistical reasons or force majeure. In the event of delays in deliveries, THE COMPANY shall advise its customers upon becoming aware of those delays.

Each delivery is considered as completed from the moment in which the carrier makes the product available to the Customer, which is carried out through the control system used by the transport company.

In the event of the delays in the delivery of orders attributable to THE COMPANY, the Customer may cancel his/her order in accordance with the procedure described in the "Return" section.  In those cases wherein the order has been made available to the Customer by the transport company within the agreed delivery deadline and cannot be delivered due to reasons attributable to the Customer shall not be considered as delays in delivery.

Once the order leaves our warehouse, you will receive an e-mail notifying you that your order has been accepted and is being shipped.

Due to security reasons, THE COMPANY will not send any orders to PO Box address or shall accept any order where it is not possible to identify the recipient of the order and his/her address.

III. Delivery information, Undelivered deliveries and Loss of package delivery

In the event that the Customer is absent at the time of delivery, the carrier shall leave a receipt specifying on how to proceed so as to schedule a new delivery. THE COMPANY shall take out under contract, as part of the courier delivery service, the undertaking of a series of follow-up actions, intended at ensuring that the delivery takes place.

If after 7 working days following shipment to delivery of the order, the delivery has not be rescheduled, the Customer should contact THE COMPANY. In the event that the Customer does not wish to do so, 10 days from shipment to delivery f the order having elapsed, the order shall be returned to our warehouses and the Customer shall bear the shipping and return to the origin of goods costs, as well as any related handling costs.

If the reason as to why it has not been possible to make delivery is due to the loss of a package delivery, our carrier will investigate the matter.

IV. Diligence in delivery

Upon delivery, the Customer must check the condition of the package in the presence of the transport company, on behalf of THE COMPANY, which delivers the ordered product, specifying on the delivery docket any anomaly whatsoever that may be detected on the packaging. If subsequently, after inspecting the product, the Customer detects any incidence whatsoever such as a blow, breakage, signs of having been opened or any damage caused to the product in the shipping thereof, the former hereby undertakes to notify THE COMPANY via email as soon as possible, within 24 hours from delivery.  From that moment onwards, no incidences of this type shall be handled.



I. Return Procedure

All products purchased in THE COMPANY may be returned and refunded, provided that the Customer notifies THE COMPANY of its intention to return the product(s) purchased, within a maximum period of up to 15 working days from the date of delivery, and that the other conditions set forth in this paragraph are complied with.

THE COMPANY shall only accept returns which meet the following requirements:

  1.        The product must be in the same condition it was delivered and must retain its original packaging and labelling.
  2.        The product should be returned using the same protective box in which it was received in order to protect the product. In the event that it cannot be returned with the box in which it was delivered, the customer must return same in a similar protective box so that product arrives at the warehouse of THE COMPANY with the maximum possible guarantees.
  3.        A copy of the delivery docket must be included in the package, and similarly the marking of the products as returned goods and the reason for the return.

For the purposes of facilitating the return process for Customers and to carry out a proper follow-up of same, THE COMPANY sets as the only refund procedure that stipulated by THE COMPANY. If the reason for the return is attributable to THE COMPANY (the product is defective, is not the product ordered etc.), the amount of the refund shall be refunded. If the reason is another (products which properly delivered but are not to one's liking), the return postage costs shall be borne by the customer.

So as to proceed with a refund, the following steps must be complied with:

  1.        To notify within 7 calendar days from receipt thereof that one wishes to return the product.  The information may be supplied via mail to info@petmascota.net or via the customer service form.
  2.        THE COMPANY will notify the customer of the address to which to send the product.
  3.        The customer must send the product via a courier company of his/her choice. The return costs must be paid by the customer.
  4.        To advise the company of the courier company used, date and time of the return.


The return of products shall result in a refund equal to the cost of the returned products minus the return service costs.

Only in the event that the delivered product is defective or is incorrect, shall THE COMPANY likewise reimburse the Customer the corresponding shipment costs.

Partial returns and cancellations shall result in partial refunds.
THE COMPANY shall manage the return order under the same system which was used for the payment within 3 days from the confirmation of its arrival to the warehouse of the returned order.  The implementation of the refund into the Customer's account or card shall depend on the card and the issuer bank. The implementation period shall be up to 7 days for debit cards and up to 30 days for credit cards.



THE COMPANY holds all rights to the content, design and source code of the Website and, including, in particular, but not limited to, the photographs, images, texts, logos, designs, trademarks, trade names and data posted on the website.

Customers and users are hereby advised that such rights are protected by the prevailing Spanish and international legislation on intellectual and industrial property.
Furthermore, and notwithstanding the foregoing, the content of this website shall also be considered to be a computer program and is therefore governed by all prevailing Spanish and European Community legislation on the subject matter.

The total or partial reproduction of the Website or any of its contents, without the express written consent of THE COMPANY is strictly prohibited.

The copying, reproduction, adaptation, amendment, distribution, marketing, public communication and/or any other action whatsoever which entails an infringement of the prevailing Spanish and/or international legislation on intellectual and/or industrial property, as well as the use of the website contents without the prior express written consent of THE COMPANY is likewise strictly prohibited.

THE COMPANY advises that no implied license or authorisation whatsoever is granted herein as regard intellectual and industrial property rights or to any other right or title directly or indirectly related to contents posted on the Website.

Only the use of the contents of the web domain for information and service purposes is authorised, subject to acknowledgement or reference to the source, being the user the only party responsible for the negligent use thereof.



Customers and Users are fully responsible for their conduct, when accessing the website information whilst browsing same, and after access thereof.

As a result of the foregoing, Customers and Users shall be held solely liable to THE COMPANY and third parties for:

  1.        The consequences derivative from any use, for illegal activities or purposes or contrary to that stipulated in the present document, of any Website content, whether or not produced by THE COMPANY, and whether or not it was officially published under its name.
  2.        As well as the consequences derivative from any use which breaches the contents of the present document and is detrimental to third party interests or rights, or which may howsoever damage, render useless or impair the website or its services or hinder the normal use and enjoyment of the website by other Users.


THE COMPANY reserves the right to update the contents whenever it is deems necessary to do so, as well as to delete, restrict or deny access thereto, both temporarily or permanently, as well as to deny access to the Website to Customers and Users who make an improper use of the contents and/or breaches any of the conditions set out in the present document.

THE COMPANY notifies herein that it does not warrant:

  1.        That access to the Website and/or any linked websites shall be uninterrupted or error free.
  2.        That the content or software to which Customers and Users may access via the Website or any linked website shall not contain any errors, computer viruses or other elements in the contents which could produce alterations in the computer system or in the electronic documents and files stored on computer system or cause any other damage whatsoever.
  3.        The use to which the Customers and Users may make of the information or content of this website or any linked websites for their personal purposes.

Customers and Users must bear in mind that the information contained on this website is furnished for the purposes of practical information and guidance, both in relation to its purpose as well as its effects, and accordingly:

THE COMPANY does not warrant the accuracy of the information contained on this website and therefore shall not be held liable for any potential damages or inconvenience whatsoever to the Users derived from any inaccuracy existing on the Website.


THE COMPANY shall not be held liable, including but not limited to, any liability whatsoever derivative from:

  1.        Any prohibited or permitted use that Customers or Users may make of the materials on this website or any linked websites, in breach of the intellectual and/or industrial property rights of the contents of the Website or third party content.
  2.        Any consequential losses and damages to Customers or Users occasioned by a normal operation or malfunctioning of the search tools, the organisation or location of the content and/or access to the Website and, in general, errors or problems arising in the development or implementation of the technical elements that the website or a program provides to the User.
  3.        The contents of those web pages to which Customers or Users may access from authorised or unauthorised links included on the Website.
  4.        The acts or omissions of third parties, regardless as to whether these third parties could be linked to THE COMPANY through contractual relationships.
  5.        The access by minors to the contents included in the Web, being the responsibility of parents or guardians to exercise proper supervision and control of the online activity of their children or minors in their care or the installation of tools for controlling the use of the Internet in order to prevent access to materials or contents unsuitable for minors, as well as the remittance of personal data without their parents' or guardians' prior consent.
  6.        Communications and conversations in the course of discussions, forums, chats and virtual communities which are organised through or around the Website environment and/or linked websites, nor shall it be held liable, therefore, for any consequential losses and damages sustained by the Customers or individual and/or collective Users as a result of said communications and/or conversations.


THE COMPANY shall not be held liable under any circumstances whatsoever in the event of:

  1.        Errors or delays in the Customer's access to the Website upon entering his/her data in the order form, the recipients receiving late or the non confirmation of the order or any issues whatsoever which may arise when these incidences are due to problems on the Internet, unforeseen circumstances, acts of God or force majeure and any other unforeseen contingencies beyond THE COMPANY's control in good faith.
  2.        Any communication failures or incidences, deletion, defaced or incomplete transmissions and therefore no assurance is given that the services of the website shall be operative at all times
  3.        Errors or damage in or to the website due to a Customer's inefficient or use in bad faith of the service.
  4.        The email address provided by the Customer for the remittance of the order confirmation not being operational or experiencing problems.
  5.        In either event, THE COMPANY hereby undertakes to solve the problems if any which may arise and to offer all necessary support to the Customer so as swiftly and satisfactorily solve the incident.
  6.        Likewise, THE COMPANY is entitled for set periods to engage in promotional campaigns to promote the registration of new customers in its service. THE COMPANY reserves the right to amend the terms applicable to the promotions, subject to due and proper notification of the extension thereof, or to proceed to the exclusion of any promotion beneficiary in the event of any wrongdoing, abuse or unethical behaviour in the beneficiary's participation is detected.



In the event that any clause of the present Terms and Conditions of Use is declared null and void, the remaining clauses shall continue to be valid, and shall be construed taking into consideration the parties' intent and the actual purpose of the present Terms and Conditions of Use.

Any failure by THE COMPANY to exercise any of the rights and powers vested in this document shall not under any circumstances whatsoever be construed as a waiver thereof other than upon a specific acknowledgement by THE COMPANY or the statute of limitations of the remedy available in each case.



THE COMPANY reserves the right to amend at any given moment, the presentation and layout of the Website as well as the present General Terms and Conditions. Therefore, THE COMPANY advises the Customer to read same carefully on each access to the Website.

Customers and Users shall always have these Terms and Conditions of Use available in a visible location, freely accessible to viewed as required. In either event, it is an essential prerequisite that the Terms and Conditions of Use be first accepted prior to the purchase of any product available on the Website.



The present Terms and Conditions of Use shall be governed by the applicable Spanish legislation on the subject. For the resolution of any controversy or dispute whatsoever derivative from the present Terms and Conditions of Use, the parties submit to the jurisdiction of the courts of the city of Albacete, unless another jurisdiction is dictated by law.





in Petmascota Naturalia S.L.U. the following methods of payment are offered:

•          Payment using debit or credit card:

In Petmascota Naturalia S.L.U. payment can be made using Visa* or MasterCard* credit card. To that end, "Credit card" must be selected from the methods of payment available. At the end of the ordering process the respective amount to the credit card is debited.

So as to pay using a card one needs:

o    Name of the cardholder written on the card.

o    Card number.

o    Card expiry date.

o    Security Code (CVC).

Frequent problems when making payment using cards:

o    Card number or expiry date are incorrect.

o    Technical problems in connection with the bank.

o    Credit card is expired.

o    The limit of the card has been exceeded or it is necessary to obtain approval by the bank to make large payments.


*The services offered by Visa (Verified by Visa) and MasterCard (MasterCard Secure Code) provide greater security when authenticating all the transaction data in online transactions. These services prevent fraud.


Furthermore, Petmascota  Naturalia S.L.U. carefully examines every transaction so as to ensure that the credit card holder as well as the contracting party, are the parties who are actually carrying out that transaction.  Therefore, additional security checks can be performed, which allows us to process orders efficiently and to ensure the security of the cardholder.


•          Payment via PayPal:

PayPal offers an Internet transactions service certified by the British FSA (Financial Services Authority) regulation control. Customers can open an online PayPal account and transfer money into it. Through this account one can carry out transactions on the Internet quickly and easily. To open a PayPal account you can register here.



Do you have any further questions?

You can contact us by sending an email to info@petmascota.net