Terms of service

Last updated: 15 October 2026

Welcome to NutripetPlan.com. By accessing and using our website, you agree to these Terms of Service. Please read them carefully before making any purchase.

1. Definitions

  • NutripetPlan: an online platform dedicated to selling pet products.
  • User: anyone who accesses the website, whether or not they make a purchase.
  • Customer: a User who makes a purchase.
  • Products: the items offered for sale, including food, accessories and other pet products.

2. Acceptance of the Terms

By using the website, you declare that you are at least 18 years old and accept these Terms of Service and our Privacy Policy.

3. Registration and Account

  • Registration is optional and makes future purchases easier.
  • The Customer must keep their login details confidential.
  • NutripetPlan may suspend or cancel accounts in case of suspicious activity or breach of these Terms.

4. Products and Prices

  • Prices shown include VAT at the legal rate applicable in the country of delivery (Portugal or Spain).
  • Availability may change and Products may be discontinued without notice.
  • Product images are for illustration only.

4.1. Pricing errors

  • Most of our prices are set and updated by automated systems. Despite our controls, pricing errors may occur.
  • NutripetPlan reserves the right to cancel any order whenever it considers that the displayed price results from an error, even if the order has already been confirmed.
  • Order confirmation, including the confirmation e-mail, does not constitute acceptance of the contract by NutripetPlan until the price and availability have been verified.
  • If an order is cancelled because of a pricing error, the Customer is refunded the full amount paid, including shipping, to the original payment method within 14 days. The Customer will be informed of the cancellation.

5. Payments

  • Portugal: Shopify Payments (card), MB Way and Multibanco.
  • Spain: Shopify Payments (card) and PayPal.
  • Available payment methods may vary by delivery country and are shown at checkout.
  • Orders are processed after payment is confirmed, subject to section 4.1.

6. Shipping and Delivery

  • We deliver to Portugal (mainland and islands) and to Spain.
  • The estimated delivery time is shown at checkout but may change for reasons outside NutripetPlan's control.
  • The Customer must provide a correct and complete delivery address.

6.1. Receiving and checking your order

  • The Customer must examine the order at the moment of delivery, before accepting it and before the carrier leaves.
  • If the packaging or products show damage, signs of opening or moisture, the Customer must refuse the order from the carrier and/or note the reservation on the delivery document.
  • The Customer must take photographs of the outer packaging, the shipping label and the damaged products.
  • The Customer must contact us, with the photographs, within 48 hours of delivery or attempted delivery, at help@nutripetplan.com or via WhatsApp.
  • These photographs are essential for us to claim against the carrier and resolve the situation with the Customer (replacement or refund). Without evidence, this may be harder or impossible.
  • Nothing in this section limits the rights the law grants to consumers.

7. Returns and Refunds

  • The Customer may return a product within 14 days of receipt under the right of withdrawal, without giving a reason.
  • Only unused products in their original packaging and in perfect condition are accepted. For hygiene and food-safety reasons, opened food or treat packages are not accepted.
  • For returns not caused by our error, a pickup fee applies (minimum €4.30 in Portugal and €5.30 in Spain, depending on weight), deducted from the refund; for wrong, defective or transport-damaged products there is no cost to the Customer. Details in the Refund Policy.
  • Refunds are made to the original payment method within 14 days of us learning of the decision to cancel; we may wait until the products are received.

8. Warranty and Complaints

  • Products carry the legal warranty against lack of conformity.
  • Complaints may be submitted through customer support or the Portuguese Electronic Complaints Book (www.livroreclamacoes.pt). Customers in Spain may also contact their autonomous community's consumer services.

9. Liability

  • NutripetPlan is not liable for damage resulting from improper use of the Products.
  • The website may link to third-party sites, for which NutripetPlan takes no responsibility.

10. Changes to the Terms

NutripetPlan may change these Terms at any time. The updated version is published on the website and applies to orders placed after publication.

11. Governing Law and Dispute Resolution

These Terms are governed by Portuguese law, without prejudice to the mandatory consumer-protection rules of the Customer's country of habitual residence (in particular Spain). In a dispute, the Customer may use an alternative consumer dispute resolution body such as the Centro de Arbitragem de Conflitos de Consumo (www.cniacc.pt), or the EU online dispute resolution platform.

Contact

  • Entity: Purrmi, Lda. (NutripetPlan), Praça Prudêncio Vaz Cerreiro 160, 2380 Santarém, Portugal
  • E-mail: help@nutripetplan.com
  • WhatsApp: +351 916 105 837
  • We do not have a telephone line.
  • Customer service hours: Monday to Friday, 9:00 to 18:00 (Portugal time).
  • NIF (tax number): 516506269