Terms & Conditions

GENERAL

Welcome to "Masimalo AB" (later referred to as "Masimalo") and our website, Masimalo.com. These Terms and Conditions ("Terms") apply to all users of the domain Masimalo.com, sub-domains and related pages ("Website") as a consumer ("You" or “Users”). The terms constitute an agreement between you and "Masimalo AB", organizational number: 559310-4283 ("Masimalo" “us” or "we").

Please read the Terms and Conditions before further use of the website.

We reserve the right to make amends to these Terms and Conditions. In the final section of this page you will find the date of the latest update. Users are responsible for keeping themselves updated with such changes.

By making a purchase and using this website, you agree to the following terms.

To place an order on our website you must be 18 years old. According to Swedish law, Masimalo cannot accept credit purchases for persons under 18 years of age. We reserve the right to refuse orders for any reason in individual cases, for example if you have provided incorrect personal information and/or have payment remarks. 

Masimalo does not guarantee that all items included in the Masimalo web shop are in stock at the time of your order. In the event that an item is unavailable, we will contact you by email. Masimalo cannot promise that the content, images and pricing on the site are free of inaccuracies or typographical errors at all times. Neither can we guarantee that all information is up-to-date. We may, at any time, amend the content of the site. If you have been charged the wrong amount in the web shop, we will give you the option of placing a new order with the correct price or canceling your order. Masimalo, however, reserves the right to cancel any order prior to dispatch should we find that the price is incorrect. We will notify you by email in such a case. If we are unable to contact you, your order will be automatically canceled. 

PERSONAL INFORMATION

In order to process your purchase, we will save some of your personal information. You can request access to your data and have it changed or deleted. We may also use cookies to ensure a better experience of this website. In our Privacy Policy you can read more about how we may use personal information and cookies. 

RATES, FEES AND PAYMENT

Once you have placed an order with us, we will send you a confirmation to your email address. Please make sure to enter the correct information when placing an order. The confirmation email also represents your receipt of the purchase, therefore we recommend that you save the confirmation.

The prices stated in our webshop are subject to change and may be changed without advance notice.

Any applicable shipping costs will be separately stated in the ordering form before you complete your order. 

All our prices include VAT. However, if ordering internationally (and outside the EU) there may be additional charges. In this case, you are responsible for paying any and all applicable VAT in addition to VAT charged by Masimalo. You are further responsible for paying any and all applicable taxes, fees and customs for the products and delivery thereof.

Masimalo offers multiple secure payment options. These options may depend on your location. The payments on our website are made through the “Shopify Payments powered by Stripe'' payment gateway. Masimalo doesn’t store any bank or credit card information. 

Masimalo may offer promotions and discounts on the website. Some of these promotions may have more favorable terms than these “Terms”, such as free shipping and/or returns or extended cancellation rights. These more favorable terms apply for the duration of the promotion only, and will be specific to the goods specified in connection with the campaign. We reserve the right to withdraw such promotions at any time. Offers are valid for a limited time and as long as the dedicated stock is sufficient.

Some promotions may include a gift on qualifying orders. The value of the gift is considered a general discount on the purchase. In case of cancellation or return (partly or fully), the gift must be returned to us in unused/unopened condition. Failing to do so, the value of the gift will be deducted from the outstanding refund. 

DELIVERY

Usually we ship items that are in stock within 1-5 working days, unless otherwise agreed, for instance if you reserve an item that is not in stock. All shipping times indicated on the website are estimates. 

We have a multi-carrier strategy, which means that different shipping companies may be used to deliver the products.

If delivery of a product is unusually delayed (20 or more working days), you have the right to cancel the order. In case the shipment has been sent already, you must receive the order and return it. A cancellation is not valid until a confirmation has been received from us. 

WARRANTY AND RECLAMATION

All our products come with a 24 months warranty that covers manufacturing defects, and starts from the date of purchase. If you identify a manufacturing defect in our product you should immediately send an e-mail to info@masimalo.com, attach your receipt, pictures of the defect and a detailed description. 

In the event of a manufacturing defect, we will, where possible, offer product or product part replacement, or product repair.

The following defects are not covered by the guarantee:

  • Damage or wear and tear caused by use (eg scratches, bite marks, faded color etc), negligence or accident. All products should regularly be inspected for damage caused by your dog.
  • Damage caused by improper use, poor maintenance or repairs/modifications by you or third parties.

The warranty does not cover consumables such as poop bags or grooming products.

Masimalo reserves the right to determine whether guarantee conditions have been met. This guarantee does not exclude, limit or otherwise affect your statutory rights.

We have taken the utmost care to formulate and produce natural and healthy pet grooming products, mostly complying to stricter regulations than required. However, just as with us humans, some dogs' skin and fur can react differently and are potentially allergic to certain ingredients. We advise to test a small amount before using the product extensively. Masimalo cannot be held responsible for any health related issues arising from the use of any of our products. 

CANCELLATION AND RETURNS

When shopping at Masimalo.com, you usually have 14 days to cancel, when you can inform us that you have changed your mind and return the item to us. The product should be clean, free of dog hair and in its original packaging with intact labels and/or protective stickers. If returned products do not meet these requirements, we may charge a 15% handling and cleaning  fee.

To request a return label, please email info@masimalo.com and state your order number and which product you wish to return. A shipping/handling fee will be deducted from your refund (59 SEK for returns within Sweden and 7 € for the rest of Europe). 

The cancellation period starts on the day you receive the items. If the period expires on a public holiday or weekend, the deadline is extended to the following working day.

We do not offer exchanges for returned items. Instead, please place a new order. 

Some products, due to their nature,  we cannot take back and therefore cannot be returned.

The following items are excluded from the right to cancel/return:

- All grooming products or food related items which for health or hygiene reasons are not suitable to be returned.

- Gift cards

To exercise the right to cancel, you must notify us within 14 days of receipt of the items. You can do this by sending us an email at info@masimalo.com

REFUNDS

As soon as we receive the items, we will check them and refund you the amount you paid for the products. This transfer is always done with the same payment method used for the purchase. For instance, if you paid by card, the purchase amount is reversed to the payment card you used for the purchase minus shipping and/or returning fees if applicable.

Please note:

You may not be refunded your whole or partial purchase amount if our check shows that the product is impaired or damaged because the items are used or are damaged while you were responsible for them.

USER-GENERATED CONTENT

Our website may include user-generated content from, for example, social media or reviews. Masimalo accepts no legal responsibility for such material. In case you suspect a copyright infringement, infringement of another right or for any other reason, you would be offended by content posted on the web site, please contact our customer service.

COLOR ACCURACY

Despite our best efforts, we cannot  guarantee that the true colors, shapes and other features of the products are accurately reflected in the Web Shop or in presentation/advertising material, due to the customer’s computer or monitor settings, or due to deficiencies in the depiction or the description of the Products.

INTELLECTUAL PROPERTY RIGHTS

The trademarks, names and logos displayed on the Site are registered and unregistered trademarks of Masimalo and/or its partners. Prior written permission from Masimalo and/or its partners is required for use of any trademark, image or video from the Site. It is strictly forbidden to copy, reproduce, download, post, transfer or distribute any document which comes from the Site, in any way. A purchase of a product does not constitute a transfer of ownership or license to use any of the intellectual property rights related to the products, such as copyrights, to the customer.

LIABILITY

You agree to purchase products on www.masimalo.com for personal use only and not for any commercial and/or business purposes. We exclude liability for loss of business, revenue, opportunity or reputation. Our liability to you for any losses or damages arising from your order on the website and the use of our products is limited to the total amount of your order. Masimalo has no liability for indirect losses. 

You visit and use the Web Shop at your own risk. Masimalo shall have no liability whatsoever for any damage caused to your computer’s hardware or software or other equipment due to viruses, worms or similar contracted from our web site. We cannot guarantee problem-free and secure access to the site.

Part of the services mediated through the site are maintained by outside organizations. In situations where Masimalo acts as agent for such services, we cannot be held responsible for any errors resulting from their activities.

The site may contain links to other websites beyond our control. We cannot be held liable for content or privacy policies of such sites.

FORCE MAJEURE

Masimalo cannot be held accountable for parcels delayed for reasons beyond our control (Force Majeure), including but not limited to the following:

Customs, service strikes, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, weather, natural disasters, fire, epidemics or failure of electricity, telephone or internet services. In such unlikely events, Masimalo’s obligations will be suspended, meaning that the contract between you and us can be partially or fully terminated by either yourself or by us.

We will of course attempt to resolve all issues as quickly as possible.

APPLICABLE LAW AND JURISDICTION

Masimalo reserves the right to seek solutions available at law and in equity for violations of these terms and conditions. 

These Terms and Conditions comply with Swedish law. The laws of your country may be different from the laws in Sweden. You must comply with all applicable local and international laws and regulations regarding the use of our website.

In case of any disputes, an amicable solution shall be considered before any judicial remedies. If this solution fails, the Swedish courts shall have a non-exclusive jurisdiction to settle the dispute. This provision shall not deprive European consumers from their national statutory rights. 

Should you not be able to settle any dispute with Masimalo, you have the possibility to file a complaint to EU’s online dispute resolution platform, available via the following link: http://ec.europa.eu/odr

INVALIDITY

If a competent court, authority or arbitration panel finds that any provision of these Terms is invalid or unenforceable, the provision in question and all other provisions shall be valid and enforceable to the extent permitted by applicable law. The provisions declared void or unenforceable will be replaced by relevant legal guidance and advice.

The above terms were last updated on 17-02-2023