General Terms and Conditions

1. General provisions and definitions, information on the provider

The online shop at (hereinafter referred to as the online shop) is operated by the company Pawital, trgovina za male živali, d.o.o., Bleiweisova cesta 30, 4000 Kranj, Slovenia, registration number: 9388982000, VAT identification number: SI81074964, e-mail address, registered in the court register of the District Court in Kranj, Opr. No. Srg 2023/16338, on 9 May 2023 (hereinafter referred to as the provider).

By purchasing a product in the online shop, the user becomes a customer. The provider also allows non-registered users to purchase.

These General Terms and Conditions constitute the content of the contractual relationship between the Provider and the Customer in the event of a purchase of a product in the Online Shop.

These General Terms and Conditions apply only to buyers who are consumers, i.e. natural persons who acquire or use the purchased products for purposes outside their professional or gainful occupation.

The content of the online shop does not constitute veterinary advice.

Information on how the provider handles personal data of users and customers is contained in the Privacy Policy.

Terms in the General Terms and Conditions that are written in the masculine grammatical form are used as gender-neutral.

2. Conclusion of the contract, possibility of defects, delivery time, payment methods and collection of the products

2.1. Conclusion of the contract between the tenderer and the buyer

The sales contract for the purchased products between the Provider and the Purchaser is concluded when the Provider has received from the Purchaser the full purchase price for the purchased products, including shipping costs, on the condition that the Provider does not withdraw from the contract, which it may do within 3 working days of receipt of payment, and must immediately notify the Purchaser thereof. The Provider may only withdraw from the contract if there is an error in the description of the product or its price when the product is published on the online shop or if the product is no longer deliverable.

Placing an order in the online shop obliges the buyer to pay for the products purchased. This provision is without prejudice to the right of the buyer to withdraw from the contract and to invoke the satisfaction guarantee.

The contract of sale between the tenderer and the buyer can be concluded in Slovenian/German/Italian and English. The text of the contract is not stored by the supplier and is not accessible to the buyer.

2.2. Potential for errors

When publishing products and other content in the online shop, the Provider reserves the right not to be bound by them if, due to the nature of online sales and rapid product changes, an error has occurred in the publication. Any errors can be reported by the user or customer by sending a message to The liability of the provider for any damage caused by errors in the publication of products and other content in the online shop is excluded or limited to the maximum extent permitted by law.

Photographs of products in the online shop are symbolic and do not guarantee or represent the true characteristics of the product photographed.

2.3. Delivery period

The supplier will deliver the purchased products to the customer within the time limit specified for each product in the online shop. If no time limit is indicated, it is between 3 and 5 days. For reasons beyond the control of the Supplier, the delivery period may be extended exceptionally, and the Supplier will inform the Buyer thereof.

The Provider may send the purchased products to the Customer in several separate shipments, without any additional shipping costs for the Customer.

2.4. Payment methods

You can pay for products in the online shop:

  • cash on delivery (on delivery or collection of the products);
  • deferred payment or credit (Klarna);
  • by credit or debit card;
  • with PayPal.

2.5. Delivery options

The customer can purchase products in the online shop regardless of his/her place of residence or registered office, but the provider delivers the ordered products only to addresses in Slovenia, Austria, Germany and Italy.

3. Product prices and delivery charges

All prices in the online shop are published in EUR and include value added tax (VAT), unless otherwise explicitly stated in the price. The amount of VAT may vary depending on the country to which the products are delivered. All prices in the online shop are the selling prices of the products and do not include delivery charges. Delivery charges are shown before the customer places the order.

4. Right of withdrawal, 30-day satisfaction guarantee

4.1. Right of withdrawal from the sales contract

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us (Pawital d.o.o., Bleiweisova cesta 30, Kranj, 4000 Kranj, Slovenia, of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email to You may use this model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

    4.2. 30-day satisfaction guarantee

    Subject to the terms and conditions set out in this clause 5.2, the Supplier shall give the Buyer the option to exercise the satisfaction guarantee within 30 days of receipt of the Products and to receive a full refund of the purchase price for the Products purchased.

    The buyer can apply the 30-day satisfaction guarantee to the entire order, but we will only accept used products up to a maximum value of €100.00 and only once per product.

    To benefit from the 30-day guarantee, the buyer must:

    • send the full or empty packaging of the products in respect of which the guarantee is claimed to the tenderer at Pawital, pet shop, d.o.o., Bleiweisova cesta 30, 4000 Kranj, Slovenia, and
    • fill in the online form to claim the guarantee.

    The Provider will refund to a Buyer who has fulfilled the conditions for claiming the satisfaction guarantee the amount corresponding to the selling price of the products in respect of which the Buyer claims the guarantee, but not the amount corresponding to the shipping costs, nor the shipping costs of the empty packaging.

    The provisions on the exercise of the 30-day satisfaction guarantee are without prejudice to the provisions on the right of withdrawal from the sales contract.

    5. Dispute and complaint resolution

    5.1. General, jurisdiction and application of the law

    The Buyer may send any complaints regarding the purchased products to the Seller at

    If a dispute arises between the supplier and the buyer which cannot be settled amicably, the buyer may bring an action against the supplier before the court of the place where the supplier has its registered office or the place where the buyer has his/her permanent or temporary residence.

    If no other rules provide for the mandatory application of the law, the relationship between the supplier and the buyer is governed by Slovenian law.

    5.2 Out-of-court settlement of consumer disputes

    The Provider does not recognise any out-of-court consumer dispute resolution provider as competent to resolve a consumer dispute between itself and the Customer.

    If the buyer disagrees with the provider's handling of the complaint or the response to it, he can initiate an out-of-court dispute resolution procedure through the EU's online consumer dispute resolution platform, available at

    6. Final provisions

    The provisions of these General Terms and Conditions are subject to change at any time and will be notified to users in advance. The use of the online shop and/or the purchase of products after the provisions have been amended shall be deemed to be evidence of the user's acceptance of the amended provisions.

    The General Terms and Conditions are valid from 7 September 2023.