Shipping Conditions

1 General Information

The purpose of this website is to market animal health products under the B2B model, where its only potential clients will be registered veterinarians, other authorized retail establishments, livestock entities, pet shops in general, and websites specializing in companion animals.

The products shown on Nutrofar’s website (hereinafter referred to as the Owner) are registered products, mostly medications authorized by the Spanish Medicines Agency with direct links to the CIMAVET application, which includes all veterinary medicines authorized in Spain. Users have the possibility to check the status of a product through a link (technical data sheet) that provides real-time information on its marketing situation, indications, uses, etc. Biocides and pesticides registered in the Official Registry of Biocides and Pesticides (ROB and ROP) can also be found. Given the characteristics of both product groups, customers will have to previously accredit the mandatory requirements to be able to access the purchase of each product.

To access purchases on this website, users must register and prove their legal status as specified in Point 2, Section II, Page 9 of the LEGAL NOTICE AND GENERAL CONTRACTING CONDITIONS that appear at the bottom of the website.

The prices shown are in euros and do not include Value Added Tax (VAT), which will appear itemized once the order is determined in the shopping cart.

Orders destined for the Canary Islands, Ceuta, and Melilla are exempt from VAT by application of the provisions in Article 146 of Directive 2006/112, without prejudice to the application of corresponding taxes and tariffs in accordance with the regulations in force in each of them. Direct orders from the online store will only be served within the national peninsular territory. Users residing in other areas who are interested in any of the products offered should contact our company by phone (955 99 77 88) or by email nutrofar@nutrofar.es

The Owner reserves the right to modify its prices at any time, but products will be invoiced based on the rates in force at the time of purchase or except for obvious typographical errors.

The photographs shown of the products may differ from the actual ones due to manufacturer changes or lack of updates by the company, as may happen with the format, size, flavor, appearance, and color of the product itself. When placing an order, the User accepts the specifications and characteristics of the offered product. The purpose of the photographs is merely indicative, as are the descriptions of the products. To know with absolute certainty the characteristics of a product, one must consult the official pages that exist for such use: CIMAVET, ROP, and ROB.

2. Shipping Conditions and Order Schedule

The Owner works with different transport companies that are used depending on the specifics of the order and the geographical location of the customer. We also have our own delivery vehicles for nearby customers.

Our website offers an uninterrupted service 24 hours a day, 365 days a year, with our schedule for processing orders being:

Monday to Thursday: from 7:30 AM to 6:00 PM

Friday: from 7:30 AM to 2:00 PM

Provided that an order is placed within this time frame and on these days, we commit to delivering within 24 hours on business days (Saturdays and Sundays are excluded), except for products that require a cold chain, as in these cases the agency used is Integra Frío and they only guarantee delivery after 48 hours. If a customer requests a Saturday delivery, they will be responsible for all shipping costs.

For the peninsular territory, there is no minimum order required, but if the order does not reach €150, the customer must assume the shipping costs, which for peninsular shipments of less than 20 kg amount to €7. In case it exceeds this weight, the customer will be informed of the specific amount for that shipment. Above this amount, shipping will be free. These conditions do not apply to the rest of Spanish territories (Canary Islands, Balearic Islands, Ceuta, and Melilla); in these cases, shipping conditions will be agreed upon with the customer on a case-by-case basis.

3. Returns

If, upon arrival at the destination, the transport agency is going to deliver a package that is manifestly damaged (stained, wet, broken, with evident signs of broken glass or other indications of non-conformity), the User should not accept the delivery and must record this on the agency’s delivery note.

In the event that the issue is detected after delivery, claims will only be accepted within 24 hours, which is the deadline set by transport agencies to use the goods insurance. These claims must be perfectly identified accompanied by photos, sending an email to pedidos@nutrofar.es. They can also send this data via WhatsApp to 655 571 652 where the following elements must be identified:

• Customer Name

• Delivery Date

• Delivery Note Number

• Affected Products

Once we have all the information, we will contact the customer to discuss the solution that best suits their needs.

In the event that an error has occurred on the part of the Owner or the transport agency, the Owner will cover the collection costs, but the user must ensure that the return is made with the same protective measures with which the package was delivered.

In the event that the error in the order was caused by the user, the Owner will collect the product as long as it was not a product requested on order with express knowledge of this, as in such circumstances the Owner would not be responsible for collection. In any case, the customer would assume the return shipping costs, assessed at €7 (plus VAT) for shipments within the national territory, excluding the Islands, Ceuta and Melilla, or would arrange delivery by their own means. In both cases, the product must arrive at our warehouse in perfect condition. Any damage that occurs during the return will be the responsibility of the customer, including any negligence of the transport agency. Once the product has returned to the warehouse and it has been verified that it has arrived in perfect condition, the product refund would be processed, deducting the outbound and return shipping costs in the case of a single-product order, and only €7 would be deducted in the case of an error made on a product in a multi-product order.

For cold chain agency deliveries, any non-conformity regarding temperature at the time of delivery must be made immediately and in front of the delivery person, taking a temperature reading with a laser thermometer and measuring the temperature on the bottle containing the product and not on the packaging (cardboard or plastic) protecting it, as these materials usually act as insulators and the temperatures shown are higher than the actual ones. If the customer disagrees with the temperature at the time of delivery, they must reject the order, noting the incident on the agency’s delivery note. It is advisable to make some kind of recording using mobile phones of this action.

4. Payment Method and Risk Coverage

Payment terms will be agreed individually with each customer at the time of registration. For the direct debit payment method, it will be necessary to sign and stamp the SEPA document. All transactions are insured by CESCE company. In the event that a customer does not obtain risk coverage, they will be informed, and from this moment on, the only viable payment method will be credit card payment.

5. Stock and Availability

The website has been equipped with an information model based on traffic light colors:

• Green: product is available

• Yellow: last units, low stock

• Red: out of stock

A product may be out of stock for two reasons: first, it may be in transit at that moment, in which case it will be available within hours; second, due to a stock shortage from the laboratory, for which an informative label has been created regarding this.

6. Customer Service

For all matters related to orders, returns, payments, and other aspects derived from the commercial relationship between the Owner and the User, the latter can contact us in the following ways:

• Email addresses: pedidos@nutrofar.es and nutrofar@nutrofar.es

• Customer Service Phone: 955 99 77 88

• WhatsApp: 655 571 652

The telephone service hours are:

• Monday to Thursday from 7:30 AM to 6:00 PM

Friday from 7:30 AM to 3:00 PM