Terms and Conditions

General Terms and Conditions of Business

1. General Terms and Conditions of Business

1.1 The General Terms and Conditions of Business (hereinafter referred to as: General Terms) of N2X d.o.o. (hereinafter: the Company) form an integral part of all contracts concluded between the Company and customers purchasing products (hereinafter also referred to as: users) who enter into business with the Company.

1.2 The provisions of these General Terms also apply to all offers, pro forma invoices, preliminary agreements, legal and business declarations, and other services resulting from the business relationship between the Company and the customer.

1.3 Definitions:

User is a natural or legal person who enters into a legal business relationship with the Company, regardless of their legal or organisational form.
Consumer is any user who is a natural person and acquires or uses goods or services from the Company for personal purposes or for purposes outside of their professional or gainful activity.
Offer is a general term for an offer in various forms, a pro forma invoice, or another form of proposal for entering into a contract that the Company provides to the customer.
Contract is a written agreement between the Company and the customer. An offer or pro forma invoice sent by the Company and accepted or confirmed by the customer shall also be deemed a contract. These General Terms form an integral part of any such contract.
The subject of the contract may be goods, i.e. any products from the Company’s sales catalogue.

1.4 The concept of transmission refers to informing the user about the delivery, conclusion, termination, or amendment of the contract and all other related information. The date of notification is the date on which the Company sends the information via a communication channel.

1.5 The Company notifies the user via email, postal mail, telephone, or any other means agreed with the user.

2. Applicability of the General Terms and Conditions

2.1 These General Terms take precedence and entirely replace any missing, differing, or contradictory provisions in the contract between the Company and the customer.

2.2 These General Terms override any general terms and conditions and other documents of the user, unless the Company explicitly excludes the application of these General Terms in writing.

2.3 These General Terms are an integral part of contracts concluded between the user and the Company. By signing the contract or otherwise entering into a contractual relationship, the user fully agrees to the contents of these General Terms and confirms that they are familiar with them.

2.4 These General Terms are available at the following link: https://www.dogovital.eu/info/terms-and-conditions. They can also be reviewed at the Company’s registered office.

2.5 The signing of a contract is deemed a valid order placed via the Company’s online store.

2.6 These General Terms are binding on the user only if the user was expressly informed of their existence before concluding a contract, pro forma invoice, preliminary agreement, or offer.

3. Amendments to the General Terms and Conditions

3.1 In the event of changes to the General Terms, such changes become binding on the user from the moment they become aware of them.

3.2 A user is considered to have been informed of the changes at the time the revised General Terms are published on the website https://www.dogovital.eu/info/terms-and-conditions and upon confirming an order. By confirming the order, the user is deemed to have agreed to the amended General Terms.

3.3 A party that disagrees with the amended General Terms must submit a written statement of disagreement to the Company within 2 days of receiving the notification of the change. If the user fails to notify their disagreement within this deadline, it is considered that they fully accept the changes.

3.4 If the user declares disagreement with the amended General Terms, the Company reserves the right to withdraw from the contract.

3.5 If these General Terms conflict with other General Terms of the Company, the provision that is more specific to the situation shall apply.

3.6 The Company and the user may exclude the application of individual provisions of these General Terms if such provisions contradict the terms of the contract or the general purpose of the contract.

4. General Provisions

4.1 The user is obliged to inform the Company of any data or facts relevant to the establishment and continuation of the legal business relationship (e.g. change of residence or registered office, change of ownership or legal form, insolvency, etc.).

4.2 The Company collects certain personal data from customers. The types of personal data, purposes of processing, and the legal basis for processing are regulated in the document "Personal Data Protection", which forms an integral part of these General Terms. Customers can review the Personal Data Protection policy on the Company’s website at https://www.dogovital.eu/info/privacy-policy.

4.3 The Company is bound by all declarations regarding the characteristics of goods that are included in the specific offer or contract.

4.4 The Company reserves the right to change specifications or information mentioned in the previous clause without prior notice to the user. Specifications and information are binding only if they are expressly stated in the contract.

5. Prices

5.1 The prices displayed on the Company’s website are subject to change without prior notice.

5.2 Prices become binding once the Company sends the user an email confirming the order. If the price information is incorrect or changes during the order processing, the user has the right to cancel the contract.

5.3 In the case of product delivery, standard packaging is included in the product price. Any additional transport packaging and delivery costs are charged by the Company according to the prices listed in its price list or based on an agreement with the customer.

5.4 All prices include VAT.

6. Payment Methods

6.1 The Company offers the following payment methods for products and services:

Payment via online banking to the Company’s bank account
Payment by debit or credit cards (MasterCard, Visa, Visa Electron, BA Maestro)

6.2 The security of personal and payment data is the responsibility of the payment service provider. For all other matters, the Company uses appropriate technical and organisational measures to ensure the security and confidentiality of personal and payment information.

6.3 Secure credit card authorisations and transactions are managed by DogoVital (N2X d.o.o.) and Stripe (510 Townsend Street, San Francisco, CA 94103, United States). Credit card authorisations are performed in real-time through direct verification with banks. Card information is not stored on the DogoVital (N2X d.o.o.) server.

7. Invoicing

7.1 After a successful payment of the order, the Company sends the customer an invoice for the ordered goods or services in PDF format to the email address provided by the customer when placing the order on the Company’s website.

7.2 It is the user’s responsibility to review all data and order details before completing the order. Any subsequent complaints regarding incorrect invoice information will not be accepted.

8. Ownership

8.1 Unless otherwise agreed in the contract between the Company and the user, the Company retains ownership, copyright, and related rights to all documentation required for or provided in connection with the conclusion and/or performance of the contract.

9. Limitation of Liability

9.1 Product features, delivery times or prices may change so rapidly that the Company may be unable to update the information in the online store in time. In such cases, the Company will inform the user of any changes and offer them the option to cancel the order or exchange the ordered goods.

9.2 Product photos do not guarantee the characteristics of the goods. The Company strives to provide accurate images of the products sold, but all photos should be considered symbolic.

9.3 The Company reserves the right to temporarily disable access to the website in the event of technical problems or maintenance work. In the event of technical issues, the Company also reserves the right to cancel all orders placed during such periods. In these cases, the Company will notify the user immediately and provide instructions on the next steps. Before visiting the Company’s website, users are responsible for ensuring the security of their devices and login credentials.

9.4 The Company reserves the right to exceptionally withdraw from fulfilling an order in cases where the ordered products are no longer available, if there is a high risk related to the customer’s solvency, or in the case of obvious pricing errors. In all such or similar cases, the customer will be immediately notified of the Company’s withdrawal from the contract.

9.5 The Company has the right to withdraw from the contract in the event of a significant error, in accordance with Article 46 of the Obligations Code.

10. Complaints and Dispute Resolution

10.1 Only the laws of the Republic of Slovenia shall apply to the interpretation of these General Terms or any contracts concluded between the Company and the user. The contractual parties agree to resolve all disputes amicably. If all out-of-court options are exhausted, the dispute shall fall under the jurisdiction of the competent local court in the Republic of Slovenia, according to the registered seat of the Company.

10.2 In accordance with legal provisions, the Company does not recognise any provider of out-of-court consumer dispute resolution as competent for resolving consumer disputes that a consumer may initiate under the Act on Out-of-Court Resolution of Consumer Disputes.

10.3 As a provider of goods and services operating an online store within the Republic of Slovenia, the Company publishes an electronic link to the Online Dispute Resolution (ODR) platform on its website. The platform is available to consumers at: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN
This regulation derives from the Act on Out-of-Court Resolution of Consumer Disputes and Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes, amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC.

10.4 The Company operates in accordance with current consumer protection laws. It offers an effective and confidential complaint handling system. Complaints must be sent to the email address: info@dogovital.eu.

10.5 The Company will confirm receipt of the complaint within 5 working days and inform the client about the progress and duration of the complaint procedure.

11. Company’s Right of Withdrawal from the Contract

11.1 In the event of a breach of the contract or these General Terms by the customer, the Company has the right to withdraw from the contract without any further notice to the user. In such cases, the Company will refund all payments received to the customer’s bank account.

11.2 The Company also has the right to withdraw from the contract if the user fails to fulfil their obligations, if the user provides false information that impedes or prevents the fulfilment of the contract, or if the user fails to make payments under the contract or these General Terms.

12. Reviews, Ratings and Recommendations

12.1 Reviews, ratings and recommendations submitted by customers are part of the website and intended for the user community. By submitting a review, rating or recommendation, the user explicitly agrees to the terms of use of their content and grants the Company permission to publish part or all of the text in any electronic or other media used for public communication. The Company has the right to use the content of the review or comment indefinitely and for any purpose aligned with its business interests, including in advertisements or other marketing communications.

12.2 The Company allows any user of the online store to submit a review. All reviews are reviewed by the Company prior to publication. The Company will not publish any reviews or comments that are offensive, inappropriate, or deemed by the Company to be of no use to other users and visitors.

13. Ordering Process

13.1 In the "shop" section of the website, the user can select the option "add to basket" by clicking on it. The system then confirms the successful addition of the product to the basket. After this, the user can either return to the shop by clicking "Continue shopping" or proceed to payment by clicking "Checkout".

13.2 If the user wishes to remove a product or service from the basket, they can access the basket (icon in the top right corner) and remove the selected item by clicking “remove this item”. To add new products or services, the user clicks “return to shop” and repeats the process from section 13.1.

13.3 By clicking “Checkout”, the user is directed to a form with customer and order details.

13.3.1 To complete the order, the user must correctly fill in all fields marked with a red asterisk (first name, last name, email address, street and house number, town, postcode, and phone number). The form offers the option to create a user account, allowing data to be stored for future orders.

13.3.2 The user may add a discounted product to the basket by ticking the box next to the promotional product.

13.3.3 The user may choose delivery via the Pošta Slovenije courier service.

13.3.4 The user can choose from the above-listed payment methods.

13.3.5 Before finalising the order, the user can review and correct all selected products in step 6, “Order Review”.

13.3.6 The user may opt to receive promotional emails and SMS messages from the Company.

13.3.7 The user confirms the order by clicking the “Place order” button, thereby entering into a contract and agreeing to pay. Upon successful order placement, the system displays the order number.

13.4 After successfully placing an order, the user receives an order confirmation via email.

13.5 A registered user may access their order details and status at any time via their user profile. DogoVital may contact the customer by phone to confirm order details or delivery information.

13.6 The ordering process for legal entities is the same as for individuals, except that the company name and VAT number must be entered at checkout. The same payment options apply.

14. Delivery Terms

14.1 For orders within Croatia, delivery is handled by the GLS courier service. The cost of packaging and delivery is €3.99. For orders over €55, packaging and delivery are free of charge.

14.2 The shipping date of the ordered goods is specified next to each product on the website and in the order confirmation. This date applies only if the payment method chosen is credit card. In the case of payment by pro forma invoice or bank transfer, the goods will be shipped once the payment is received in the Company’s account. Products for which a longer delivery period is explicitly stated on the website will be delivered within that specified time frame.

14.3 If the Company is unable to deliver the goods within the promised time frame due to unforeseen circumstances, it will inform the customer of the new delivery date using the provided contact details.

14.4 The Company shall not be liable for non-delivery of goods for reasons beyond its control.

14.5 If the customer does not receive the goods within the agreed timeframe, they must notify the Company and allow an additional deadline for the Company to fulfil its obligations. If the Company still fails to deliver within this extended period, the customer may withdraw from the contract and request a refund of any payments already made.

14.6 The Company is not liable for delays or failure to deliver goods in the event of force majeure, in accordance with Article 153 of the Obligations Code.

15. Acceptance of Goods

15.1 The customer is obliged to accept the goods subject to the contract no later than 14 days after receiving a written request from the Company.

15.2 In the case of delivery via a partner courier service, the customer must accept the goods in accordance with the courier service’s terms and conditions.

16. Consumer’s Right of Withdrawal from the Contract

16.1 In accordance with the Consumer Protection Act, the consumer has the right to notify the Company within 14 days of receiving the goods that they are withdrawing from the contract, without having to state a reason for their decision. The withdrawal period begins on the day following the date of receipt of the goods.

16.2 The consumer must notify the Company of their withdrawal from the contract by email at info@dogovital.eu or via other contact details provided by the Company. The consumer must clearly and unambiguously express their intention to withdraw.

16.3 In the event of withdrawal, the consumer must return the received goods to the Company’s warehouse address (N2X d.o.o., Stritarjeva ulica 26, 1230 Domžale, Slovenia). The goods must be returned no later than 14 days after notifying the Company of the withdrawal.

16.4 The consumer is only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. The goods must be returned in their original packaging. The consumer must return the goods undamaged and in the same quantity, unless the goods were destroyed, damaged, lost, or their quantity reduced without the consumer’s fault.

16.5 If the consumer withdraws from the contract, the Company shall return all received payments without undue delay, using the same payment method as used in the original transaction, unless the consumer has expressly requested a different method and incurs no additional costs as a result.

16.6 The consumer must include their personal details (full name and contact information) together with the withdrawal declaration. The Company shall return the purchase price and any other payments no later than 14 days after receiving the notice of withdrawal, but it may withhold the refund until the returned goods are received or until the consumer provides proof that the goods were sent back.

16.7 The only cost borne by the consumer in relation to the withdrawal is the cost of returning the goods.

16.8 The consumer does not have the right to withdraw in cases specified under paragraph 5 of Article 43č of the Consumer Protection Act.

16.9 If a gift voucher (or part of it) was used for the purchase, the corresponding value will be returned to the consumer in the form of a new gift voucher.

16.10 If a promotional discount code was used during the purchase, the amount paid will be refunded, and the discount code will be reissued in the form of a new promotional code. Only the amount actually paid by the consumer will be refunded.

17. Liability for Material and Legal Defects

17.1 The Company is liable for material defects in the goods that occur after the risk of accidental destruction or damage has passed to the customer. This usually occurs upon receipt of the goods.

17.2 The seller is also liable for material defects that appear after the risk has passed to the customer if they result from a cause that existed before that point. Minor defects shall not be taken into account.

17.3 The rights and obligations related to material defects are governed by Articles 37 to 40 of the Consumer Protection Act.

18. Legal Notice

18.1 The DogoVital online store and all content published on it, including product images, graphics, and video elements, are protected and may not be reproduced or used without prior written permission.

19. Disclaimer Regarding Nutritional and Medical Claims in Product Descriptions for Dogs

19.1 All information provided on the Company’s online store is for informational purposes only and is not intended to replace the advice of a veterinarian or other qualified veterinary professional, nor can it substitute for appropriate veterinary care.

19.2 The products and claims about individual products in this online store have not been evaluated by state authorities and are not intended to diagnose, treat, or prevent any disease in dogs.