Terms & Conditions

Valid from 28.1.2022, last updated 24.11.2023.

Alvar Pet Oy (business ID FI-3090685-8), hereinafter “Alvar” or “online store”, sells a standing order service to consumers living in Finland, Sweden, and Denmark. We reserve the right to change delivery terms and prices. Product prices always include VAT.

* The age limit for subscription customers is 18 years.

E-commerce contact information Alvar Pet Oy
Email: hello@alvarpet.com
Postal address: Salomonkatu 17 B 10-4, FI-00100 Helsinki

Ordering: Subscription

A subscription for Alvar’s dog food delivery service (i.e. a recurring order valid until cancellation or further notice) is made via Alvar’s recommendation engine:

1. Fill in your dog’s information
2. View recommended meal plan and make edits as you wish
3. Set up your subscription specifics: quantities and interval
4. Enter your delivery and payment information at checkout
5. Confirm to place the order.

By placing an order, you accept these delivery terms, our privacy 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 trial package you are not obliged to make further orders – there is no commitment period and you can edit or cancel the subscription at any time. Changes or cancellations can be made to the subscription before each renewal: 

• Customer can edit the subscription themselves on the customer account up until the next order date.
• Customer can request changes to the subscription from our customer support up until 2 business days prior to the next order date.
• We will always send an email reminder prior to the next order, with 3 days time for the customer to make changes before we charge the next order.

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 by mail to the address or chosen pickup point. The delivery time for products delivered from stock is usually 2-5 working days. We will notify any known delivery delays in the online store and to our customers who are already ordering the product. 

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, latest within 14 days. Packages damaged in delivery must be reported immediately to the company responsible for delivery, 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: Subscription service

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).

Please note that not picking up your parcel is not a customer return. If you wish your parcel to be resent, we will charge a €15 delivery and handling fee for the extra shipping costs. The same fee will be charged if you want the order to be processed as a customer return.

As a welcome we offer the first delivery at a discounted price. The demo package cannot be returned. The interval between the ‘demo package’ delivery and first renewal is by default 2 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 subscription

You can cancel or change your subscription at any time, free of charge. There is no fixed commitment period. 

The subscription starts with placing your first order (we call it the demo box). Without notice, your order will continue indefinitely. You can terminate or change your subscription at any time by logging into your customer account using the log-in details you created when placing the initial order. If any problems occur, you are always welcome to contact our customer support.

• Customer can edit the subscription themselves on the customer account up until the next order is processed. You can see the exact date on your customer page. From there you can also make changes to the products, their quantities, delivery timing and interval.
• Customer can request changes to the subscription from our customer support up until 2 days prior to the next order date.
• We will always send an email reminder prior to the next order, with 3 days time for the customer to make changes before we charge the next order. This way, we aim to prevent untimely deliveries.

If a request for changes or notice of termination is given after the next order is processed, we will invoice and deliver the order, after which your subscription will terminate if so requested.

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.

Returns for one-off shop orders

We accept returns for our one-off shop orders within 14 days of receiving the products. A notification of the return must be sent to hello@alvarpet.com within 14 days of receiving the products. The return must be shipped within 14 days of sending the notification. The items must be unused and in a resalable condition – meaning the labels and tags must remain attached. Discount products cannot be returned.

The customer covers the costs of shipping and handling of returns, €10 will be deducted from the refund amount.

If you wish to place a return, please send us an email to hello@alvarpet.com and in the message, inform us of the order number and which items you are returning. We will send you shipping instructions in a reply.

You will receive a refund once the package has arrived to us, and we have checked the condition of the products. The refund will be issued to the same payment method used when purchasing the products.

Please note that not picking up your parcel is not a customer return. If you wish your parcel to be resent, we will charge a €15 delivery and handling fee for the extra shipping costs. The same fee will be charged if you want the order to be processed as a customer return.

Refunds

The refund will be issued to the same payment method used when purchasing the products. If the purchase or part of the payment is made with gift card, an equivalent amount will be refunded as gift card. Refunds typically take 2-3 business days to arrive.