General conditions

Terms of sale

The terms of sale apply to  the rights and obligations arising from the purchase of goods between the owner of the online store www.petmilo.com (hereinafter the Online Store  ) Carino Grupp  OÜ (registry code 11140448), legal address Mustamäe tee 149-134 Tallinn, Estonia and customers (hereinafter the Customer).

In addition to these terms and conditions, the legal relations arising from the purchase of products in the online store are regulated by the legislation in force in the Republic of Estonia.
Carino Grupp OÜ reserves the right to make changes in the sales conditions and sales prices.

These changes are reflected on the website www.petmilo.com

Validity of the sales contract, goods and price information

The terms of sale apply to the purchase of goods from the Online Store.

The prices and discounts of the products in the online store may differ from the prices of  retail stores, the selection of goods and the possibility of transport may also differ.

The prices of the products sold in the online store are indicated next to the products. A fee for delivery of the goods is added to the price. All prices in the Online Store include VAT and euros.

Information about the goods and the price is presented in the Online Store next to the goods.

The product images shown are for illustrative purposes only and may differ from the actual product design.

The service provider will do its best to display the best and most accurate product description possible, but nevertheless, the product descriptions in the online store may not be exhaustive and may contain unintentional errors.

The products offered in the online store are sold to both natural and legal persons.

Placing an order

All goods are in euros and include VAT. To order the goods, you must add the desired products to the shopping cart. To place an order, fill in the required data fields and select the appropriate method of receiving the products (parcel machine, courier). The amount of the fee that can be paid via the bank link is then displayed on the screen.

The agreement enters into force upon receipt of the amount due to the current account of the Online Store.

If the ordered goods cannot be delivered due to the unexpected termination of the goods or for any other reason, the buyer shall be notified as soon as possible. Any other suitable product will be offered as a replacement or the money paid (incl. Delivery costs) will be refunded immediately, but not later than within 14 days of sending the notice.

Methods of payment

To make a payment, select the payment method you like on the ordering page.

You can pay for the products:

  • Swedbank AS, AS SEB Pank, LHV Pank AS via bank links.
  • invoice

Your order will be canceled if you have not paid the purchase amount within the time specified in the order confirmation.

The order is made and delivered with a 100% advance payment.
The payment intermediaries are the aforementioned banks.

Delivery

 Shipping costs are borne by the buyer and the corresponding price information is displayed next to the shipping method.

For orders from 85 €, shipping costs will not be added in Estonia (does not apply to other countries ).

If the amount of the order is less than 85 €, the order will be transported to the order.

If the ordered goods do not fit in the desired parcel machine, the goods will be sent to the customer by courier to the address entered by the customer.

Delivery of goods in stock to the delivery company is generally 1-4 business days (excluding public holidays & weekends & force majeure) from the business day following the order . In exceptional cases (eg products with an order time or delivery risks and delays depending on the importer), the right to deliver the goods is up to 60 calendar days.

The goods are delivered to the buyer on the basis of a delivery schedule determined by the selected service provider.

Get acquainted with the service providers uus.smartpost.ee and www.dpd.ee. and www.omniva.ee

If the products you have ordered have been handed over to the delivery service provider, the delivery person will contact you in advance to specify the time of delivery of the products (* for courier service). The courier company will deliver the products to the address indicated by you when placing the order. It is not possible to change the destination later.

The parcel machine can be used to send packages with the following dimensions:

  • Itella SmartPOSTis max 35kg / 60x36x60 cm

Itella parcel machines are only located indoors, which ensures, for example, the appropriate storage of perishable products and electronics.

  • DPD max 20kg / 37x40x60cm

When the parcel has arrived at the machine, you will receive a notification via SMS and a personal code. The code must be entered on the parcel machine screen, and then the parcel door will open and you will receive the goods. You can find the locations of parcel machines at the parcel machine selection.

With a courier, you can order a package from the comfort of your home or office. By choosing “courier” as the delivery method when making a purchase, the ordered goods will be delivered to the front door of the address indicated to you. After the goods related to your order have been completed, the courier will contact you and agree on the exact delivery time.

Check immediately upon receipt that the package has not been damaged and open it immediately and make sure that the items in the package are intact. This recommendation is especially valid if you ordered, for example, ceramic food utensils for a pet, a cat litter box or a cage, ie a product that has ceramic or plastic parts and can break if the package is dropped / crushed. If something is broken, submit your claim to the courier immediately. If you did not file your claim immediately, we are not obligated to compensate or replace the defective product.

Please ensure that the contact details provided when ordering are correct to avoid delays and misunderstandings in the delivery of the products. Carino Grupp  OÜ and the courier company are not responsible for delays in the delivery of products and misunderstandings if the delay or misunderstanding is due to the inaccuracy or inaccuracy of the information provided by you when placing the order.

Please notify us of the product with damaged packaging (together with a photo of the damage) to the e-mail address info@petmilo.com The product with damaged packaging by the courier company will be replaced if you wish to do so.

 Orders submitted in the e-store are processed on working days (Mon – Fri 10–18, except public holidays).

Due to different national situations, deliveries may be delayed in the event of a possible obligation to close stores and warehouses, a movement ban or other force majeure that prevents the fulfillment of orders in the Petmilo e-store.

Right of withdrawal

After receiving the order, the buyer has the right to withdraw from the contract entered into in the e-shop within 14 days. According to  the conditions listed in § 53 (4) of the  Law of Obligations Act, it is not possible to return the product after opening the immediate packaging.

The right of withdrawal does not apply if the buyer is a legal person.

In order to exercise the 14-day right of return, the ordered goods may not be used in any other way than is necessary to verify the nature, characteristics and functioning of the goods in the manner permitted for testing the goods in a physical store.

If the goods have been used for purposes other than those necessary to ascertain the nature, characteristics and functioning of the goods or have signs of use or wear, the Online Store has the right to reduce the refundable fee according to the decrease in the value of the goods.

In order to return the goods, an application for withdrawal from the purchase of goods must be submitted (the standard application form for withdrawal from a contract concluded by means of communication and an off-premises contract is available at the link (https://www.riigiteataja.ee/aktilisa/1030/1201/4001/JM_m41_lisa1.pdf) - HERE ) and send it to the e-mail address info@petmilo.com  no later than within 14 days of receiving the goods. The application can also be submitted in a free form, stating the exact description of the order together with the invoice and the order number. A copy of the invoice / payment must be attached to the application.

Upon receipt of the return application , the Customer will be provided with address details to which the product or products can be returned to the Online Store .

The process of exchanging or returning the product (s) of the online store is carried out only in the online store (e-shop).

The costs of returning the goods shall be borne by the Customer, unless the reason for the return is due to the fact that the item to be returned does not correspond to what was ordered (eg a wrong or defective item).

The customer must return the goods within 14 days of submitting the application or provide proof that he has handed over the goods to the carrier within the aforementioned period.

Upon receipt of the returned goods, the online store shall return to the buyer immediately, but not later than 14 days after receipt of the product which is or is the subject of the withdrawal application, all fees received from the buyer for the product or products under the contract.

The online store may refuse to make refunds until the item that is the subject of the contract has been returned or until the buyer has provided proof that he has returned the item, whichever is earlier.

The online store has the right to withdraw from the sale transaction and reclaim the goods from the buyer if the price of the goods in the online store is marked significantly below the market price of the goods due to a mistake.

The 14-day right of return does not apply, inter alia, to goods that are perishable or obsolete; for sealed items which are not suitable for return for health or hygiene reasons, if the package is opened after delivery.

NB! Only unopened and undamaged packages will be taken back and / or exchanged.

Order cancellation

The customer has the right to cancel his order after paying for the products, but before delivery of the products, by sending a   corresponding notice to the e- shop address  info@petmilo.com  together with the order number and his current account number.

All products purchased from the Online Store have a 14-day return policy. Pursuant to § 56 (1) of the LPA, the buyer has the right to return or exchange the goods for another product at the same price without giving a reason within 14 days from the delivery of the goods. To this end, the Customer must make a corresponding application to the Online Store (indicate the Buyer's name, purchase date, current account number and order number) by e-mail ( info@petmilo.com ) and return the ordered goods to the Online Store no later than within 14 days of submitting the withdrawal application. A standard withdrawal form may also be used to withdraw from the contract.

The returned goods must be unused (the suitability of the goods can be tested and used for inspection purposes) and not damaged. Goods that, by their nature, cannot be returned (eg groceries in open packaging) do not have a 14-day right of withdrawal.

Upon cancellation of the order or withdrawal from the sales contract, the money for the goods will be returned to the same current account from which the goods were paid for, within 14 days from the receipt of the returned goods by the Online Store. The Online Store will return the delivery fee to the Customer in the amount corresponding to the cheapest delivery method offered by the Online Store.

The returned goods must not have been used or damaged and must, if possible, be in the original transport packaging. In order to exercise the right of withdrawal and obtain compensation in the event of a return, the product packaging must be opened carefully without damaging it. It may be used to inspect the goods in a manner necessary to ascertain the nature, characteristics and functioning of the thing. The returned product must be complete, ie contain all the items included in the product packaging (information leaflets, loose parts, etc.). If the product has been purchased as part of a campaign - another product has been added to the goods - the Customer must return the entire set (all products).
The customer must bear the direct costs (postage) related to the return of the goods transferred as the subject of the contract, unless a different agreement is reached with the Online Store.

Right to lodge a claim

The online store is liable for non-compliance or defect of the goods sold to the buyer, which already existed at the time of delivery of the thing and which becomes apparent within two years from the delivery of the goods to the buyer. During the first six months from the delivery of the thing to the buyer, it is presumed that the defect already existed at the time of delivery of the thing. It is the responsibility of the Online Store to rebut the respective presumption.

The buyer has the right to contact the online store within two months at the latest by sending an e-mail to  info@petmilo.com

The online store is not responsible for defects that have occurred after the delivery of the goods to the buyer.

If the goods purchased from the Online Store have defects for which the Online Store is responsible, the Online Store will repair or replace the defective goods. If the goods cannot be repaired or replaced, the Online Store will return all fees associated with the sales contract to the buyer.

The online store shall respond to the complaint submitted by the consumer in writing or in a form that can be reproduced in writing within 15 days.

Solving arguments

If the buyer has any complaints regarding the Online Store , they must be sent by e-mail to info@petmilo.cpm

If the buyer and the Online Store are unable to resolve the dispute by agreement, the buyer can turn to the Consumer Disputes Committee. The Consumer Disputes Committee is competent to resolve disputes arising from the contract concluded between the buyer and the Online Store. The review of the buyer's complaint in the commission is free of charge.

Privacy Policy

All personal data that has become known in the course of ordering and making purchases from the website of Carino Grupp OÜ www.petmilo.com is treated as confidential information.

The online store transmits personal data to transport companies only for the purpose of delivering the goods.

By entering data in the online store, the Buyer confirms that he has read the general terms and conditions and has given Carino Grupp OÜ the right to collect and process the Consumer's (Buyer's) personal data (name, telephone number, e-mail address) and forward personal data to the logistics partner for delivery and payment to the bank or banking service intermediary. to perform.

The online store www.petmilo.com has the right to use the e-mail address to transmit advertising, delivery information, invoices and other information.
The consumer (buyer / registered or unregistered) has the right at any time to prohibit the collection and use of his personal data (eg for advertising purposes), unless necessary to collect a contractual claim or delivery of goods (invoice, transport information). personal data for sending ordered products to the customer or in case of questions related to orders. The company undertakes not to disclose the customer's personal data to third parties except. to the transport company to deliver the goods.
The company intermediating the payment with the bank ( the Bank) is responsible for the security of sensitive data,  it ensures the security of the Consumer's personal bank IDs (and other such) when paying for the purchase.

The Online Store (www.petmilo.com) does not have access to sensitive data.

The buyer can cancel offers and newsletters sent to e-mail at any time by notifying us by e-mail info@petmilo.com.

The customer has the right to request the deletion of their data / user account from the company's database.

with respect

OÜ Carino Grupp REG. 11140448 Legal address Meresihi tee 19/1 Kelvingi 74018

Copying or otherwise using all product descriptions, photos and other data presented in the Carino Grupp OÜ e-store without the consent of Carino Grupp OÜ is prohibited.