1. General Information
In compliance with Article 10 of Spanish Law 34/2002, of July 11, on Information Society Services and Electronic Commerce, the identifying data of the Website’s owner are set out below:
|Identity:||Vitória Catão Alves Ribeiro de Castro,|
(hereinafter NEULA), with TIN 46439527C
|Postal Address:||Calle Prats de Molló 3-5 Esc IZQ Entresuelo 2ª, 08021, Barcelona, Spain|
2. Subject Matter and Scope
The language of writing and interpretation of this Website and this document (Terms and Conditions), as well as any other document mentioned here, is Spanish. Therefore, any translation provided on this Website, other than Spanish, is merely informative to the User.
4.1. Products information
The items offered on the Website are a selection of Products for pets. Each Product, on its corresponding page, features the following details: name, image/s, description, sizes*, and colors** available for the item and its price.
*From Neula, we make every effort so that the Products, have the same measurements as those informed in the Size Guide. However, the Products may present a minimum measurement variation, for more or less (manufacturing tolerance). These variations will not be considered quality defects.
**Likewise, we make every effort to display the colors of the Products as close to reality as possible. However, the color of the Products that appear on the User’s screen device may be subject to variations depending on their type or quality. Therefore, we cannot guarantee that the colors that appear on the screen of the User’s device are a true representation of the actual colors. Also, the characteristics of the materials used in the manufacture of some of the Products may present variations in texture and color. These variations will not be considered quality defects.
Special offers, promotions, or discounts will be valid until the indicated date or while stocks last.
Similarly, Neula makes every effort to ensure that the information contained on this Website is complete, accurate and, correct. In the event of any error, Neula will proceed to its rectification immediately.
4.2. Purchasing process
1. The items to be purchased must be selected and added to the shopping cart by clicking on the corresponding icon/button.
2. The shopping cart will contain the item name, its size, chosen color, and price in Euros (or in the currency selected by the User). The price shown does not include shipping costs, which will vary depending on the country/territory of delivery.
5. The order’s Acknowledgment of Receipt mentioned above does not mean the acceptance of the order by Neula. The User’s order constitutes an offer to Neula to purchase the Product(s). All orders are subject to their acceptance by Neula. Neula is not obliged to accept the order and may, at its discretion, deny its acceptance. If Neula, for whatever reason, chooses to deny the order and the User’s payment method has already been charged, Neula will refund the User for all amounts paid related to the order. The User, however, acknowledges that by clicking the “Pay Now” button, he acquires the obligation to pay for the Product(s). When Neula accepts the order, the User will be notified through a new email confirming that the order has been shipped (the “Shipping Confirmation”). Without prejudice to the content of clause 4.4., the contract between the User and Neula related to the Product(s) requested will be understood to be formalized when Neula sends the User the Shipping Confirmation. Only those Products indicated in the order will be the object of the contract.
4.3. Availability of Products
All orders are subject to the availability of the Products. In the event that there is any difficulty regarding the supply of Products or if there are no items in stock, Neula will contact the User as soon as possible communicating such fact. In such case, Neula may:
- Offer the User, without any price increase, a Product with similar characteristics and specifications to the one originally requested, as long as they fit the User’s needs.
- Offer the User the cancellation of his order, refunding the amount paid for it, within a maximum period of 14 (fourteen) calendar days.
Neula reserves the right to modify the Products offered on the Website at any time without prior notice. These modifications will not affect, in any case, the orders to which we have already sent the Shipping Confirmation to the User.
4.4. Right not to accept an order
Even though Neula will do its best to always process all orders, there may be exceptional circumstances that oblige it to reject processing an order after having sent the Shipping Confirmation, so Neula reserves the right to do so at any time, at its sole discretion. In this case, Neula will notify the User of the cancellation of his order and will fully refund the amounts paid.
5. Price and Payment
5.1. Price, currency, and taxes
By default, the prices on our Website are shown in Euros (€) for all countries/territories and include VAT (where applicable) but do not include shipping costs. We offer the User the possibility to view prices in other currencies, such as the US dollar or others, so that they can have an approximate idea of the prices in their local currency. However, the only payment currency admitted on this Website is the Euro (€), being the currency conversion tool strictly of informative character to the User. Shipping costs are calculated during checkout, once the User provides the delivery address for their order.
The applicable VAT rate will be 21% to Spain (except the Canary Islands, Ceuta, and Melilla) and to the countries/territories subject to the tax. Orders destined to countries/territories that fall outside the scope of the tax application (including the Canary Islands, Ceuta, and Melilla), are exempt from it, without prejudice to the application of the corresponding taxes and duties in the country/territory of delivery, which in any case will be the responsibility of the recipient. (see clause 6.3.)
Even though Neula tries to ensure that all prices on the Website are correct, errors can occur. In the event that Neula discovers an error in the price of any of the Products that a User has requested, Neula will inform the User as soon as possible and give them the option to reconfirm the order at the correct price and pay the corresponding amount or cancel it. If Neula is unable to contact the User, the order will be considered canceled and the User will be fully refunded for the amounts paid.
Neula is under no obligation to provide any Product to the User at the incorrect (lower) price (even if the Shipping Confirmation has been sent) if the pricing error is obvious and unmistakeable and could have reasonably been recognized by the User as an incorrect price.
Prices may change at any time, but changes will not affect orders in respect of which Neula has already sent the Shipping Confirmation to the User.
The User gives his express consent to issue the invoice in electronic format (PDF format). In case the User wishes to receive an invoice in paper format, he can request it at any time by contacting our Customer Service.
5.3. Payment methods
We accept payments by credit or debit card and PayPal.
If the User does not own a debit or credit card or for other reasons would like to pay by wire transfer, we recommend the User to contact our Customer Service so that we can provide him with the payment information and process his order.
Payments by credit or debit card
We process credit or debit card payments through Stripe. The User may pay with the following credit or debit cards: Visa, Mastercard, American Express, Discover, Diners Club, and JCB. Payments are made on Stripe’s secure server. Neula does not receive or store any data related to the User’s card.
Payments by PayPal
The User may also pay through PayPal. Payments are made on Paypal’s secure server. Neula does not receive or store any data related to the User’s card or bank account.
Whether the payment method is made by credit or debit card or by PayPal, the charge will be made in real-time, in other words, at the time the User places the order.
6.1. Shipment costs
Shipping costs are calculated in the checkout, once the User provides the shipping address for his order. The prices shown in the table below include the 21% VAT applicable in Spain, to the countries subject to it.
Neula offers the User a flat shipping cost (Flat Rate). The User will pay a fixed rate, regardless of the number of Products purchased. The Flat Rate costs vary according to the country/territory of the order’s delivery. Each country/territory is classified by category/shipping zone according to the table below. Nevertheless, Neula offers the User the possibility of enjoying free shipping (to certain areas) on purchases over a certain amount, which will also vary depending on the order’s delivery area.
From time to time, or when necessary, we will update the information in the shipping table so that it always reflects the shipping costs appropriately at all times for each country/territory. Even though we make our best efforts to ensure that the table reflects the shipping costs correctly at all times, some data may be outdated. Therefore, we remind the User that what will always define the shipping costs are those shown during the checkout, once the order’s shipping address has been informed.
|Spain (Peninsula and Balearic) and Continental Portugal||Flat Rate||2,99€||24-72H|
|Free Shipping (On orders over 50€)||Free|
(Canarias, Ceuta and Melilla)
|Flat Rate||8,99€||2-5 days|
|Europe | Zone 1|
(Austria, Belgium, Denmark, Finland, France, Germany, Greece, Insular Portugal (Azores and Madeira), Ireland, Italy, Luxembourg, Monaco, Netherlands, Sweden)
|Free Shipping||Free||3-7 days|
|Europe | Zone 2|
(Bulgaria, Croatia, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia)
|Flat Rate||7,99€||3-7 days|
|Free Shipping (On orders over 100€)||Free|
|Europe | Zone 3|
(Norway and Switerzland)
|Flat Rate||2,99€||3-7 days|
|Europe | Zone 4|
(Albania, Bosnia and Herzegovina, Greenland, Iceland, Moldova, North Macedonia, Serbia, Turkey, Ukraine)
|Flat Rate||6,99€||3-7 days|
|Europe | Zone 5|
(Cyprus and Malta)
|Flat Rate||9,99€||3-7 days|
|International | Zone 1|
(Canada and Russia)
|Flat Rate||2,99€||5-10 days|
|Free Shipping (On orders over 50€)||Free|
|International | Zone 2|
(Brazil and Mexico)
|Free Shipping||Free||5-10 days|
|International | Zone 3|
(Australia, Egypt, Hong Kong, India, Israel, Japan, Lebanon, Malaysia, New Zealand, Saudi Arabia, Singapore, South Korea, Thailand)
|Flat Rate||3,99€||5-10 days|
|Free Shipping (On orders over 50€)||Free|
|International | Zone 4|
(Anguilla, Argentina, Bahamas, Barbados, Belize, Bermuda, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, El Salvador, French Guiana, Guatemala, Haiti, Honduras, Jamaica, Nicaragua, Panama, Paraguay, Puerto Rico, Santa Lucia, Suriname, Taiwan, United States, Uruguay)
|Flat Rate||8,99€||5-10 days|
(Other countries which were not categorized above)
|Flat Rate||15,99€||5-10 days|
Once it has been verified that the payment has been executed correctly, Neula will proceed to ship the order. Once the Shipping Confirmation has been sent, the Products will be delivered to the address indicated by the User when placing the order within a period that will vary according to the category/shipping area. The User can consult the delivery times in the table above (previous clause 6.1.).
Delivery times are approximate and in no case, they are guaranteed. However, we make our best efforts to follow them.
If more than 4 business days have elapsed to the delivery period indicated for the country/territory of destination of the order (clause 6.1.), and the User still has not received it, we recommend him to contact our Customer Service.
Deliveries to non-EU countries
Deliveries to countries outside the European Union may suffer delays beyond Neula. So the delivery time informed for these countries is based on the approximate time from the moment the order leaves our office in Barcelona until it arrives in the destination country. In these cases, delivery times may vary, since the speed or delay of delivery will largely depend on the local authorities of the country of destination in both admitting and dispatching the order for subsequent delivery to the User. However, in the event that more than 15 business days have elapsed to the delivery period indicated for the country/territory of destination of the order (clause 6.1.), and the User still has not received it, we recommend him to contact our Customer Service.
Problems with delivery
Neula does not assume any responsibility when the delivery of the Product(s) does not take place as a result of the data provided by the User being false, inaccurate, or incomplete or when the delivery cannot be made for reasons beyond the control of the shipping company assigned for this purpose such as the absence of the User or the retention of the Product(s) in customs.
The User agrees that he or another person designated by him will be at the address indicated to receive the package. If the User is not there at the time of delivery, the carrier will try to make a second delivery attempt or will leave instructions for picking up the order at the correspondent office. If the order still cannot be delivered, it will be returned to us. Neula will understand that the User withdraws from the contract and will proceed with the refund of the total amount of the order, except for the costs incurred by the shipment and return of the package, which will be at the User’s expense.
6.3. Customs fees
We ship all our Products from Spain, therefore the User who places an order destined to a country within the European Union will not have to pay duties or import taxes related to it. However, orders destined to countries/territories that do not belong to the European Union (including the Canary Islands, Ceuta, and Melilla) or that falls outside the scope of the tax, may entail additional fees and taxes in the country/territory of destination, that in any case, will be of responsibility of the recipient, who will have to pay them in order to receive the Product(s).
Refusing to pay customs fees at destination
If the User chooses to refuse the payment of taxes and duties in the country/territory of delivery and the package is returned to us, Neula reserves the right to deduct the return and handling costs from the User’s refund.
If the User is still unsure whether he will be subject to customs duties or other taxes in the order’s delivery country, we recommend that he contacts the customs office of his country/territory for more information before placing an order.
7.1. Right of withdrawal
European Union Users have the right to withdraw from the purchase and return the Product(s) purchased, without the need of justification, within fourteen (14) calendar days from the Product(s) delivery date (the “Withdrawal Period”), as long as it complies with the conditions of returns and/or exchanges (in clause 7.2. below). For the rest of the Users, the Withdrawal Period is seven (7) calendar days from the Product(s) delivery date.
The User must return the Product(s) without any undue delay and within 14 calendar days from the date he notified Neula of his decision to withdraw from the contract. The deadline shall be deemed to be fulfilled if the Product(s) are returned before the deadline’s expiration.
In the event that the User returns all the Products of his order within the Withdrawal Period, all amount(s) paid for the returned Product(s) will be refunded. The shipping costs will only be refunded to orders destined to countries/territories within the European Union. For the rest of the Users, that is, to orders destined to countries/territories that do not belong to the European Union, only the amount(s) paid for the returned Product(s) will be refunded but the shipping costs will not be returned.
If the User decides to keep any Product and, consequently, partially cancel his order, only the amount(s) paid for the returned Product(s) will be refunded but the shipping costs will not be returned. This is due to the fact that the shipping costs are fixed (Flat Rate) and are paid per order placed, being invariable to the number of Products within an order.
To exercise the right of withdrawal, the User must contact our Customer Service or send us an email to firstname.lastname@example.org so that we can advise the User on the return process. Neula will only accept previously authorized returns.
7.2. Conditions of Returns and/or Exchanges
a) The Product(s) must be returned in the same conditions as in which it/they was/were received: unused and in perfect conditions. Including original packaging, box, wrappers, and labels. In addition, all returns must include the purchase invoice. Neula will not refund any amount if the Product(s) has/have suffered any damage (as long as it is not a quality or manufacturing defect – clause 7.4), so the User must be careful with the Product(s) while in his possession.
b) The User is responsible for returning the Product(s) in suitable packaging (for instance, inside a box) to ensure that the Product(s) arrive(s) at Neula in perfect conditions. The User must take into account that the original boxes/packaging of the Product(s) are part of the Product and should not be used as well as will not be accepted as return packaging.
c) The User is responsible for ensuring that the Product(s) is/are returned to our possession. Neula does not assume any responsibility regarding the non-delivery of the returned Product(s). For this reason, we recommend that the User returns the package as a registered shipment, that is, that the shipment contains a tracking number so that it can be located at any time, as well as ensuring its delivery.
d) In order to exchange any Product(s), the User must proceed with the return of the purchased Product(s) and then make a new purchase.
e) Returns and exchanges of Products made using cash on delivery method or that have not been previously approved by Neula will not be accepted.
Non-compliance with the conditions of returns and/or exchanges
In the event that the User does not comply with one or more of the conditions of returns and/or exchanges mentioned in this clause 7.2., Neula reserves the right to:
- Refund the User a lower amount for his Product(s)
- Refuse the return
If Neula decides to reject the return, it will proceed to return the Product(s) to the User. In this case, the return costs (from Neula’s office to the User’s home) will be at the User’s expenses. In the event that the User refuses to pay for the return costs, Neula reserves the right not to do the return.
7.3. Costs of returns and/or exchanges
The User is responsible for returning the Product(s) from their home to Neula’s office. Return costs are at the User’s expenses, therefore, we recommend that the User carefully review the characteristics of the Product(s) he wants to purchase, the Size Guide and that he takes measurements of his pet before placing an order.
International returns and/or exchanges
Neula will not bear duties and/or import taxes incurred when returning Products from a country/territory that does not belong to the European Union or that falls outside the scope of the tax (including the Canary Islands, Ceuta, and Melilla). The User must take into account that shipments must be categorized in the post office/transport company as “Items returned under Guarantee”. If not, Neula reserves the right to deduct these duties and/or import taxes from the User’s refund.
7.4. Return or replacement of erroneous or defective Products
In the event that Neula has mistakenly sent a Product other than the one requested or that the quality of the Product sent is not adequate, Neula, once the error or defect* has been verified, will fully refund the amount of the returned Product and the original shipping costs, as well as the return cost (from the User’s home to Neula’s office) that the User may have incurred concerning the defective Product. Neula will make the payment corresponding to the return cost, as long as the User includes proof of the expense incurred for such return into the package.
*For more information about the guarantee of the products, we recommend that the User reads clause 8.
Once the Product(s) has/have been received, Neula will proceed to verify the returned Product(s). Once the condition of the Product(s) has/have been verified and that it/they complies/comply with the conditions of returns and/or exchanges (clause 7.2.), Neula will proceed to refund the amount in the same payment method originally used for the purchase and will inform the User via email. The refund will be made within fourteen (14) calendar days from the date on which the User notified Neula of his decision to withdraw from the contract. However, Neula may withhold the refund until it has received and verified that the returned Product(s) complies/comply with the conditions of returns and/or exchanges (clause 7.2.).
All our products have a legal guarantee of two (2) years counting from the Product(s) delivery date, which will only apply in those cases in which there is a pre-existing manufacturing defect, in other words, that already existed at the time of delivery of the Product(s).
Causes of exclusion
The guarantee does not cover in any case damages derived or caused by abrasion, friction, contact with water or other liquids, or by misuse or improper maintenance of the Product. The guarantee does not cover natural wear and tear due to normal and habitual use, especially the peeling of vegan leathers and/or the wear of materials at the points of friction, nor minor damage, such as scratches, scrapes, or gnawing, nor the breakages of parts of the Product, such as, but not limited to, the hooks and buckles, or the Product as a whole if it arises from normal and habitual use, or misuse thereof. The guarantee also does not cover the results of repairs or modifications carried out by others or unauthorized people by Neula.
In the event of a lack of conformity, the User must contact our Customer Service within two (2) months from the time it became known, with all the possible information about it, being essential to have the purchase invoice, so that we can review his request and advise the User properly. If once assessed, we find a pre-existing manufacturing defect in the Product, we will proceed, as the case may be, to repair, replace, reduce the price, or refund the amount of the Product.
In any case, Neula reserves the right to reject the request if it is made after the deadline, if the User does not send the required documentation or in case it is a cause of exclusion of the guarantee.
In order to know how to keep the Product(s) in perfect condition, we recommend the User to visit our Product Care guide.
9. Written Notices
10. Customer Service
11. Use of the Website
Reviews and comments
All comments and reviews written by Users are managed by Neula. If the reviews or comments received violate the law, ethics, or morals (abusive advertising, defamation, insults, offensive comments, etc.), Neula reserves the right to reject and/or exclude such reviews and comments.
12. Intellectual and Industrial Property
The User acknowledges our full ownership in relation to each and every one of the intellectual and industrial property rights over the Products, materials, or content that appear on our Website, including but not limited to images, illustrations, photographs, graphic design, source code, sound, audio, video, designs, texts, graphics, icons, as well as the theme and its customizations, plugins or other software, trade names, trademarks, logos, slogans or any type of distinctive and highly specific, the word “NEULA” as well as industrial drawings and any other signs susceptible of intellectual, industrial and commercial use are the property and ownership of Neula, or of third-party owners who have duly authorized their inclusion on the Website.
Therefore, it is expressly prohibited the reproduction, copy, distribution, transformation, or public communication, as well as any type of transfer, of all or part of the content of the Website in any medium and by any technical means, without prior authorization and written consent by Neula. The User agrees to use the Website and its contents strictly for their personal and private use, respecting at all times Neula’s intellectual and industrial property rights.
Neula is a registered trademark in the Spanish Patent and Trademark Registry with registration number M3734244.
In the event that the Website has links or hyperlinks to third party websites, Neula does not assume any responsibility for the information contained therein, and in no case, it will imply association, merger, or participation with these third parties, nor acceptance, reliability, accuracy, breadth, veracity, and validity of its content. The sole objective of the inclusion of links is to improve and facilitate the navigation of Users on our Website.
Neula reserves the right to block links that lead to our Website that do not have prior express authorization.
14. Exemption of Liability
- The interruption of the operation or the lack of availability of the Website for maintenance or other reasons, including causes of force majeure, or any other causes beyond the control of Neula, which prevents the availability of the service or that it presents failures.
- The breach or delay in the fulfillment of any of the obligations assumed when it occurs as consequences that are beyond their reasonable control, that is, that are justified by force majeure. In the event of non-compliance, we will refund the User for all amounts paid for the affected contract.
- For direct or indirect damages that may be caused by the information transmitted or communicated on the Website or in its electronic communications, including, but not limited to, technical or human errors in the published data.
- Injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, either express or implied, including but not limited to: damages or losses incurred as a result of the use, misuse, or handling of the Products, damages, losses or direct or indirect, inherent or consequential expenses, arising in relation to this Website or its use or impossibility of use by any of the parties, or in relation to any failure in performance, error, omission, interruption, defect, delay in operation or transmission, computer viruses or system failures.
Even though we make our best efforts, we cannot guarantee Users continued and uninterrupted access and use of the Website.
15. Severability of Clauses
17. Jurisdiction and Applicable Laws
LAST UPDATE: 01/03/2021