Is our number one priority
These conditions apply to purchases made via www.petlux.eu
The terms & conditions were last updated on 8th April 2023 and can be changed without notice.
The goods are purchased by clicking "Add to basket" in the webshop and then approving the order. Payment can be made using Visa, Mastercard, Viabill, Paypal, and Klarna.
We send an order confirmation via e-mail, as well as information about when the goods will be delivered. The credit card is only debited once we ship the ordered goods.
We deliver goods to all countries within the EU. If there are specific wishes or comments about the order, this can be written in the comments field in the shopping basket.
Customers in Sweden are referred to order at www.petlux.se
Customers in Denmark are referred to order at www.petlux.dk
Prices and Minimum Order
All prices are stated in Euro (EUR) and include local VAT and TAX.
We deliver in EU Zone 1 countries for orders of at least EUR 50.00 (including shipping)
We deliver in EU Zone 2 countries for orders of at least EUR 100.00 (including shipping)
We try to ship your order the same day we receive it and orders received before 1400h are usually dispatched on the same day. In some cases, a product may be backordered. In that case, you will receive information as soon as possible.
Shipping is based on current prices from our distributors, including GLS, Bring and others. At the end of the order, the shipping method can be selected.
Prices for shipping in Zone 1:
* Free shipping to parcel shop for orders over EUR 65.00
* Free delivery to a private address for orders over EUR 95.00
Countries in Zone 1:
Germany, Poland, Sweden, Denmark, Austria, Belgium, Netherlands, Czechia, Estonia, Latvia, Lithuania, Luxembourg, Slovakia, Switzerland, France, Italy
Delivery prices for Zone 1 countries for orders that do not include free shipping:
Parcel Shop – EUR 6.00 (if available)
Home Delivery – EUR 10.00 (if available)
Prices for shipping in Zone 2:
* Free shipping for orders over EUR 250.00
Countries in Zone 2:
Hungary, Finland, Andorra, Bulgaria, Croatia, Cyprus, Greece, Ireland, Malta, Portugal, Romania, Slovenia, Spain, Norway
Delivery prices for Zone 2 countries for orders that do not include free shipping:
Parcel Shop – EUR 50.00 (if available)
Home Delivery – EUR 80.00 (if available)
Cancellation of purchase
As a consumer, you have a 14-day right of cancellation when you shop with us.
The cancellation period expires 14 days after the day you received your item. If you have ordered several different items in one order, but they are delivered individually, the deadline runs from the day you receive the last item.
The deadline means that you have 14 days from receipt to notify us that you want to cancel your purchase. You can send an email to firstname.lastname@example.org or use the standard cancellation form, which you will find at the bottom of the terms & conditions. You cannot cancel the purchase by refusing to receive the item without notifying us at the same time. It is therefore not enough to refuse to receive the package or to fail to pick up the package at the post office or in the parcel shop.
Once you have notified us that you want to cancel your purchase, you have 14 days to send the item back to us.
Use our return portal and we will pay the return shipping.
It is your responsibility to ensure that the item is securely wrapped and not lost along the way. We therefore recommend sending it as a parcel with GLS, as this way you can always track it. You must also be aware that responsibility for the item is yours from the time you receive the package until Petlux has received it back. If the package breaks on the way back to Petlux, you are responsible.
Cancellation of part of the purchase
If you have purchased several items from us, you have the option of returning one or more items, even if they were purchased in one order. Please note that you will not get the shipping costs back if you regret part of your purchase.
If you regret the purchase, the item must be sent to our warehouse:
Refund of amount upon return
Refund of the purchase amount
If you regret your purchase, you will get your money back. If the item is damaged, we deduct the amount you are liable for.
We will refund all payments received from you, including delivery costs (however, this does not apply to extra delivery costs in cases where you have chosen a different form of delivery than the cheapest form of standard delivery that we offer), no later than 14 days from the day on which we has received your message that you want to cancel the agreement.
We return the money with the same means of payment that you used for the purchase, unless we have agreed otherwise.
We can withhold payment until we have received the item, unless you send us documentation that you have returned it.
We only receive packages that are sent directly to the address.
Some items cannot be returned
There is no right of withdrawal on engraved dog tags as these items are either specially adapted, easily perishable or cannot be sold again due to legal requirements.
Delivery of sealed goods which for reasons of health protection or hygiene are not suitable for return and where the seal has been broken after delivery.
Have you used an item that you are returning?
If the item has lost value and this is because you have used it in a way other than what was necessary to establish the nature, characteristics and way of functioning of the item, you can only get a part of the purchase amount back. The amount you can get back depends on the commercial value of the item and in some cases it may mean you can only get back the shipping costs.
We recommend that you send the item back in the original packaging. If the original packaging is missing, this may lead to a decrease in the value of the item.
Warranty/Complaint - Dog Toys
All dogs are individuals and they have different abilities to chew/bite most things as we all know. Therefore, unfortunately, we cannot give any guarantee on dog toys/chew toys for dogs, as they are consumer goods. The guarantee on the dog toy only applies if there is a manufacturing fault and therefore not caused when the dog has bitten the toy.
Errors and defects in goods
If your item is defective or missing, you can of course return it at no cost to you. Use our return portal to issue a return label.
Right of complaint
Petlux.eu grants the right of complaint, cf. the Purchase Act, unless otherwise specifically stated (and only for the better).
When you shop with us as a consumer, the rules of the Purchase Act apply to the purchase of goods. This means that you have the right to complain for 24 months. Contact us before sending the item. If your complaint is justified, this means that you can either get the product repaired, exchanged, the money back or a reduction in the price, depending on the specific situation.
You must make a complaint within a "reasonable time" after you have discovered the error. If you make a complaint within two months after the fault is discovered, the complaint will always be timely.
If the complaint is justified, we will refund your (reasonable) shipping costs. The item must always be sent back in proper packaging. Also remember to get a receipt for shipping so we can reimburse you for shipping costs.
The item is sent to:
We only receive packages that are sent directly to this address. When returning the item, please include a detailed description of the problem.
In the event of external events beyond Petlux's control, e.g. war, strike, government action, law and order, sabotage, natural disaster, fire, flood, terrorism, technical problems, failure of electricity & data connections or other communication and delays from sub-suppliers who cannot fulfill their commitments to us due to the above circumstances or similar events.
In any of these circumstances, we at Petlux must inform the customer of the claimed force majeure at the start of the event and notify the customer when the force majeure ceases. In the event of force majeure, this forms the basis for exemption for us at Petlux to pay compensation and other fines.
Under these circumstances, Petlux's obligations to fulfill the purchase agreement are postponed until these conditions are over, or if it lasts more than two months, you as a customer and also we at Petlux have the right to cancel the purchase without having to pay compensation.
Security when paying online
All payments are made via encrypted connections and we do not store your card details. All transactions also take place in accordance with the PCI standard, which is your security for the safe use of payment cards in our online store.
All information on this page is secured with SSL technology.
Why SSL is important?:
SSL (Secure Sockets Layer) is a standard security technology for establishing an encrypted connection between an Internet server and a browser. This link ensures that all data transferred between the Internet server and browsers remains private and secure.
SSL is the industry standard and is used by millions of websites to protect their customers' online payments.
Personal data policy
Petlux registers and stores data relating to your order, such as name, address, telephone number and email address. We register your personal data with the aim of being able to deliver the product to you, keep you updated with unfinished registrations in your shopping basket, and send newsletters if you subscribe.
We also collaborate with a number of other companies that store and process data. The companies only process information on our behalf and may not use it for their own purposes.
We only work with data processors in the EU or in countries that can provide your information with sufficient protection.
Personal information is registered with Petlux Nordic ApS and stored for five years, after which the information is deleted.
The data controller at www.Petlux.eu is Petlux Norid ApS.
As registered with Petlux Nordic ApS, you always have the right to object to the registration. You also have the right to insight into what information is registered about you. If you want your information deleted, you must contact us about this.
You have these rights according to the Personal Data Act and inquiries in connection with this should be addressed to: email@example.com.
Access to complaints
If you want to complain about your purchase, you must contact our customer service firstname.lastname@example.org who will take good care of you. If we do not succeed in finding a solution, you can lodge a complaint with relevant boards in the area, if the conditions for this are met.
If you are a consumer residing in an EU country, you can complain to the EU Commission's online complaints portal here - http://ec.europa.eu/odr
In the event of delays, backorders or out-of-stock items, we endeavor to inform you as soon as possible about this and what we can do in the matter.
If a price is clearly incorrect and you should reasonably have discovered this, we are under no obligation to supply that product at the incorrect price.
Errors and product information
Petlux reserves the right for any errors in product information, prices or other things on the website. The images on Petlux do not guarantee the product's exact appearance and condition. We reserve the right to make subsequent adjustments to the website without prior notice.
Petlux also reserves the right to reject orders, stock differences, price adjustments, changes in technical specifications and technical problems on our website.
Petlux reserves the right to cancel incorrect orders.
All content on Petlux such as images, logos, text and graphics belong to the Petlux Nordic ApS or our suppliers and are protected by international copyright laws.
Stock and Shipping:
VAT registration number: 43884581
Petlux.eu is owned by Petlux Nordic ApS and registered in Denmark
Standard cancellation form:
(This form is only completed and returned if the right of withdrawal is exercised)
I hereby announce that I wish to exercise the right of cancellation in connection with my purchase agreement for the following goods/services:
Order number: ______________________________________________________
Name of consumer: __________________________________________________