Terms & Conditions
Valid from 28.1.2022
Terms & conditions of service and delivery
Alvar Pet Oy (business ID FI-3090685-8), hereinafter “Alvar” or “online store”, sells a standing order service to consumers living in Finland, Sweden, Norway and Denmark. We reserve the right to change delivery terms and prices. Product prices always include VAT.
* The age limit for standing order customers is 18 years.
E-commerce contact information
Email: hello@alvarpet.com
Postal address: Malminkatu 24 B 14, FI-00100 Helsinki
Ordering
A subscription for Alvar's dog food delivery service (i.e. a recurring order valid until cancellation or further notice) is made via the e-commerce function on our website.
You choose the dog food product you want to order by filling out the recommendation machine on our website. After filling in the recommendation machine, you can, if you wish, proceed to the ordering phase, i.e. the online store.
On the order page you a) confirm the product recommendation given by the recommendation machine, or change the product, b) select the delivery quantity from the available options and c) choose the frequency for delivery and billing period.
To confirm your order, enter your delivery details and credit card information at the e-commerce checkout function. By placing an order, you accept these delivery terms, our customer data processing policy, product prices and delivery costs.
The order agreement is created when Alvar Pet has accepted the order by providing you with an order confirmation via email. The order confirmation shows the ordered products, i.e. the ordered dog food quality and quantity, delivery and billing interval and price.
By ordering a demo package you are not obliged to make further orders - you can cancel the subscription at any time. Changes can be made to the subscription up until five days prior to the next delivery date.
Payment
The payment service provider forwards the payments to the online merchant. Payment is secure, as all information about the payment transaction is transmitted using an encrypted connection so that no third party can see the details of the payment transaction.
The transaction is created between the e-commerce customer and the e-commerce. E-commerce is responsible for all obligations related to the transaction.
Stripe
The payment intermediaries of the online store are Stripe, which is registered in the payment institution register maintained by the Financial Supervisory Authority.
Payment is transferred via the payment service provider's online service and the name of the payment service provider is displayed on the account statement and invoice as the payee.
Klarna
We also offer Klarna as the checkout & payment service provider. If you select Klarna, this means that once the checkout has been done, we may transfer your contact and order details to Klarna, so that Klarna can manage your order. Your transferred personal information will be processed in accordance with Klarna’s own privacy policy.
Payment methods
You can pay with payment cards (credit / debit) through the Stripe service. The following payment methods are available: Masterpass, Visa, Visa Debit, Visa Electron, MasterCard and Debit MasterCard. Amex cards also work.
Contact information for the Stripe payment service: info@stripe.com
In addition to the payment methods mentioned above, Klarna offers invoicing.
We also offer PayPal, Apple Pay and Google Pay.
Delivery
Orders will be delivered on weekdays to the address you provided by mail. The delivery time for products delivered from stock is usually 3-5 working days. We will notify any known delivery delays in the online store and to our customers who are already ordering the product.
Delivery costs are always included in the price of your order. You will see your order and delivery information in the e-commerce checkout function before the final acceptance of the order.
If the product is lost or damaged during delivery, please report it immediately, but at least within 14 days. Packages damaged in delivery must be reported immediately to the company responsible for delivery (DHL), or directly to us.
We are not responsible for delays caused by force majeure, but we always do our best to avoid these cases.
Returns
Products sold from the online store are customised animal feed bags, and thereby faultless products have no right of return or exchange (see Chapter 6, Section 16 of the Consumer Protection Act).
As a welcoming we offer a discounted trial which includes 2 kgs of food and the period of which is by default two weeks. If the trial kibbles are not to your dog’s liking, we hope that you gift the product to a friend's dog. This way, we can reduce unnecessary shipping and food waste.
Upon arrival of the delivery, the customer must immediately check that the delivered products are in accordance with the order and are free from defects. Missing or defective products will be refunded if they are promptly reported via email to hello@alvarpet.com. In this case, we will give individual instructions on how to forward, dispose of or return the products to us.
Continuation, cancellation, termination and modification of the order
You can cancel or change your order at any time, of course free of charge.
The order starts with placing a tasting order. Without notice, your order will continue indefinitely without a separate renewal. You can terminate or change your order at any time by logging into your customer account via our website. If any problems occur you are always welcome to contact our customer support.
You can change your order at any time according to the options available to you by logging in to our online store and managing your order from there.
The changes or cancellation are effective immediately when given no later than five (5) days before the next delivery. A reminder email is sent always prior to the “deadline” to avoid untimely deliveries.
If notice of termination is given less than five (5) days prior to the next delivery, we will invoice and deliver the next delivery, after which your order will terminate.
Problem situations: for example, liability for errors and complaints You can always contact us by e-mail at hello@alvarpet.com. The online store, i.e. we at Alvar, have a statutory liability for defects in the products sold.
In case of complaints, we kindly ask you to contact us, and we will solve the problem together. As a consumer, you also have the right to refer any disputes to the Consumer Disputes Board.
If it happens to us so badly that our costs increase significantly, we reserve the right to change prices in the future or to shorten the order period or cancel the order, respectively.
