Terms and conditions of sale

General Contracting Conditions through the website.

This website is owned by PETS AWAY STORE SL, with VAT ID B-10862597 and registered address at 11 DE SETEMBRE, 18, Lleida, 25680, Spain. The use of the purchasing channels on the website www.erapetfood.com implies acceptance of the following conditions.

Product Availability

All product orders are subject to their availability. In this regard, if there are difficulties in the supply of products or if items are out of stock, PETS AWAY STORE SL will contact the customer, inform them of the issue, and agree on a refund, product replacement, or a new delivery date.

Refusal to process an order

PETS AWAY STORE SL reserves the right to withdraw any product from this website at any time and to remove or modify any material or content. While we will make every effort to always process all orders, exceptional circumstances may arise that require us to reject the processing of a certain order after we have sent the Order Confirmation, so we reserve the right to do so at any time, at our sole discretion.

We will not be liable to you or to any third party for withdrawing any product from this website, whether the product has been sold or not, removing or modifying any material or content from the website, or for refusing to process an order after we have sent the Order Confirmation.

Price and Payment

The price of each product will be as stated on our website at any given time, unless there is a manifest error. While we make every effort to ensure that all prices listed on the website are accurate, errors may occur. If we discover an error in the price of any products you have ordered, we will inform you as soon as possible and give you the option to either reconfirm your order at the correct price or cancel it. If we are unable to contact you, the order will be considered canceled, and any payments made will be fully refunded.

We are not obligated to provide you with any product at the incorrect lower price (even if we have sent you the Shipping Confirmation) if the pricing error is obvious and unmistakable.

You can make payment using a credit card, Bizum, debit card, or through the PayPal system. A protected encoding system with a certified SSL will be used for payment. The user-entered data is not stored in our system.

Credit cards will be subject to checks and authorizations by the issuing entity. If the entity does not authorize the payment, we will not be responsible for any delays or non-delivery, and we will not be able to formalize any contract with you.

Shipping

The courier companies for all shipments from the website info@erapetfood.com are SEUR, MRW, and GLS for domestic shipments, and GLS or FedEx for international shipments. To check delivery times and available countries, please refer to the relevant section.

The shipping costs specified in the “shipping costs and sales conditions” section only apply to regular shipping costs to the destination. PETS AWAY STORE SL will not be responsible for any additional expenses that may arise from customs clearance; this is a cost that will always be borne by the final customer/recipient.

When contracting the service with www.erapetfood.com, we only guarantee delivery to the destination, but customs procedures are the responsibility of the recipients or customers, who should inquire in advance about the export and import conditions of their respective countries.

If the sender is required to pay additional expenses, such as tariffs, taxes, and customs fees in their country, and refuses to do so, the sender will be responsible for these expenses, regardless of whether the merchandise is destroyed, abandoned, or returned to the country of origin.

The exact amount of customs duties and fees will not be known until the merchandise is cleared by the authorities and is entirely unrelated to www.erapetfood.com.

Returns and right of withdrawal

Once the order is confirmed by PETS AWAY STORE SL, cancellations or returns will not be accepted except in the following two cases:

Error in the delivered order: PETS AWAY STORE SL or the carrier has delivered a product different from what the customer ordered.

Poor condition of the product: If the product is in poor condition, and sufficient graphical documentation is provided to verify it. This claim will be subject to the corresponding waiting time if the poor condition of the product is caused by transportation. In this case, the processing time will be determined by the transport company that handled the shipment.

To be eligible for a return, in addition to one of the two cases mentioned earlier, none of the product should have been consumed, and the customer must inform PETS AWAY STORE SL via email within 48 business hours of receiving the order. If PETS AWAY STORE SL confirms one of the mentioned cases via email, the customer must return the product to the offices of Cunipic Animals de Companyia SL via cash-on-delivery, unless PETS AWAY STORE SL provides an alternative shipping method. To exercise the right of withdrawal, the customer must contact PETS AWAY STORE SL at the email address info@erapetfood.com or pienso@cunipic.com, or by phone at +34 973 43 23 63.

General

PETS AWAY STORE SL will pursue the violation of these terms and any misuse of its website by taking all civil and legal actions that may be available under the law.

PETS AWAY STORE SL reserves the right to deny or withdraw access to its website and/or services, without prior notice, at its own discretion or at the request of a third party, to users who violate these General Terms of Access and Use.

The headings of the various clauses are for informational purposes only and shall not affect, qualify, or expand the interpretation of the General Terms.

In the event of any discrepancies between what is established in these General Terms of Access and Use and the General Contracting Conditions, the latter shall prevail. In the event of discrepancies between what is established in these General Contracting Conditions and the specific conditions that may exist on the website, the latter shall prevail.

If any provision or provisions of these General Terms of Access and Use are deemed null or unenforceable, in whole or in part, by any competent Court, Tribunal, or administrative body, such nullity or unenforceability shall not affect the remaining provisions or the General Contracting Conditions.

The failure or non-enforcement by PETS AWAY STORE SL SL of any right or provision contained in these General Terms shall not constitute a waiver thereof.

Personal Data

The personal data and purchase-related information that the Customer provides will be stored electronically. Personal data (name, email address, address) will be processed as follows: PETS AWAY STORE SL, as the data controller, will process the customer’s personal data for the purpose of registering individuals with whom there is a relationship because they receive products from the company, sending information, and billing. The legal basis for processing will be the fulfillment of a contractual relationship. The data will be communicated to the Tax Administration. The customer may exercise their rights of access, rectification, erasure, objection to processing, and request for limitation by contacting PETS AWAY STORE SL. Additional information on the protection of personal data can be found at this link.

Quality and food safety policy

PETS AWAY STORE SL manufactures and markets pet food and snacks, combining tradition and innovation. Quality, Safety, and Legality of the service, as well as respect for and preservation of the environment, are commitments that the organization assumes as the foundation of a strategic decision and commitment to the customer, upon which its image, success, and position in the market depend.

Perfect synchronization between all our departments ensures the speedy and effective satisfaction of all our customers’ needs, guaranteeing that the products will maintain their quality and safety during the manufacturing processes.

We embrace the VALUES of quality and food safety for our products as a daily work objective based on the following principles:

Comply with the requirements established in the Food Safety System, applicable legal requirements, and customer demands.

• Ensure the development and compliance with hygiene guidelines.
• Maintain thorough traceability.
• Continuously adapt to changes in our environment, particularly the demands of our customers, by being agile and quick in identifying opportunities for improvement or innovation, as well as in their implementation.
• Foster a spirit of continuous improvement as the foundation of daily work, seeking the most efficient and effective solutions.
• Promote the development potential of all individuals involved in the execution of all processes, their capacity for learning, growth, and values that form the foundation for personal and professional pride in doing good work.
• Encourage ethical and honest behavior in our company.
• Establish measurable objectives aligned with the assurance of the safety of supplied products.
• Promote active communication with all parties involved in ensuring the safety of our product.
• Foster and enhance the culture of food safety with the involvement of all employees.

To implement this Food Safety Policy, Management relies on its organization, to which it communicates this Policy and the general guidelines of action, aiming for them to commit to food safety in their work and identify with the company’s image. All of this enables PETS AWAY STORE SL to grow and earn recognition from its customers while fulfilling ethical and labor responsibilities.

This Food Safety Policy is disseminated, embraced, and put into practice by all levels of the organization, committing to continuous improvement in the service provided.