TERMS AND CONDITIONS

1. Introduction

These Terms and Conditions govern purchases made at www.merceariadocao.pt, owned by:

Registered company name: Mercearia do Cão - Comércio de Artigos e Serviços Para Animais de Estimação Sociedade, Lda
Company and tax identification number (NIPC): 508186226
Registered office: Estrada da Areia, Lote 1, Birre, 2750-246 Cascais, Portugal
Email: geral@merceariadocao.com

Customers should read these Terms and Conditions before placing an order. Information about personal data processing and the use of cookies is available in our Privacy Policy and Cookie Policy.

MERCEARIA DO CÃO may update these Terms and Conditions. Each order is governed by the version in force on the date it was placed, without prejudice to mandatory legal provisions.

2. Orders

Customers are responsible for providing accurate and complete information, including contact, billing and delivery details.

After submitting an order, you will receive an email acknowledging receipt. This message does not, by itself, constitute acceptance of the order.

Orders are subject to product availability and acceptance by MERCEARIA DO CÃO. The contract is formed when we send the dispatch confirmation email.

If an item is unavailable, we will contact you. Any amounts paid for items that cannot be supplied will be refunded. No substitutions will be made without your agreement.

Unless expressly stated otherwise, promotions and discounts cannot be combined.

3. How to Order

Choose your products: browse the website categories and visit the product pages to check their features, available options and prices.

Add to your basket: select the required options, where applicable, and quantities. You can continue shopping or proceed to checkout.

Check out with or without an account: sign in, create an account or complete your purchase as a guest.

Enter your details: provide your billing and delivery information. Your delivery address may differ from your billing address.

Choose your payment method: select one of the options available at checkout, which may include credit card, MB WAY, bank transfer or PayPal.

Review and confirm: check the items, quantities, addresses and total amount, including delivery charges where applicable. Click “Place Order” to complete your purchase.

Track your delivery: once payment has been confirmed and your order dispatched, you will receive an email with the tracking number.

Receive your invoice: your invoice will be included with the goods. If you would also like to receive it by email, simply ask.

4. Prices and Payments

Prices are displayed in euros and include VAT at the applicable legal rate.

Delivery charges and any other applicable costs are displayed before you confirm your purchase, allowing you to check the total amount payable.

Free delivery conditions, where applicable, are stated on the website and during checkout.

Order processing begins once payment has been confirmed.

5. Deliveries

MERCEARIA DO CÃO dispatches orders daily. For mainland Portugal, the estimated delivery time is 2 to 3 working days after dispatch, unless otherwise stated on the product page or during checkout.

For Madeira and the Azores, we deliver orders to a freight forwarder in mainland Portugal designated by the customer. The customer must provide the necessary details and is responsible for arranging and paying for onward transport from the freight forwarder.

If we become aware of a significant delay or other delivery issue, we will inform you, without prejudice to your statutory rights.

6. Product Information and Images

We aim to provide clear, up-to-date information about product features and availability.

Images supplement the product descriptions. Minor colour differences may occur due to screen settings, and handmade products may have individual variations, provided these do not alter the advertised characteristics.

This does not limit your rights if the product received does not match your order or its description.

7. Faulty Products or Incorrect Items

If you receive a faulty product or an item different from the one ordered, please contact geral@merceariadocao.com, providing your order number and a description of the issue. Whenever possible, include photographs to help us assess the situation.

Where a product is faulty or an error is attributable to MERCEARIA DO CÃO, we will arrange collection and cover the collection costs. Please wait for our instructions before returning the item.

Goods sold to consumers are covered by statutory conformity rights. For new movable goods, the general period of liability for a lack of conformity is 3 years from delivery, under Portuguese Decree-Law No. 84/2021 of 18 October.

Subject to the conditions prescribed by law, consumers may be entitled to repair, replacement, a price reduction or termination of the contract, free of charge in cases covered by the statutory guarantee.

8. Right of Withdrawal

For online purchases, consumers have 14 calendar days from receipt of the goods to notify us of their decision to withdraw from the contract without giving a reason, except where a statutory exception applies.

To exercise this right, send an unequivocal statement to geral@merceariadocao.com or by post to the returns address below. You may use the model form at the end of these Terms and Conditions, although this is not mandatory.

Where goods from a single order are delivered separately, the withdrawal period begins upon receipt of the last item.

9. Returning Items

After notifying us of your decision to withdraw, you must return the items within 14 days to:

MERCEARIA DO CÃO
Rua dos Lírios, 1 — Birre
2750-246 Cascais
Portugal

Items must be securely packaged. Whenever possible, include the original packaging, accessories and a copy of the invoice or another document identifying the purchase.

You may examine the goods to establish their nature, characteristics and functioning. However, you may be liable for any diminished value resulting from handling beyond what is necessary for that purpose.

For returns under the right of withdrawal, the customer bears the direct return costs. You may arrange the return yourself or ask us to organise collection. A charge applies to this service, and the cost will be communicated and agreed before collection is confirmed. For goods that cannot normally be returned by post, the return cost will be stated before purchase.

If you arrange the return yourself, we recommend using a tracked service and keeping proof of postage.

These conditions do not affect your rights concerning faulty products or errors attributable to MERCEARIA DO CÃO, for which we will arrange and pay for collection.

10. Refunds Following Withdrawal

If you withdraw from the entire order, we will refund the payments received, including the cost of the least expensive standard delivery option we offered.

Additional costs arising from your choice of a more expensive delivery method will not be refunded.

The refund will be made within 14 days of receiving notification of your decision to withdraw, using the same payment method unless you expressly agree otherwise, and without any fees for you.

We may withhold the refund until we have received the goods or evidence that you have returned them, whichever occurs first, unless we have offered to collect them.

11. Exceptions to the Right of Withdrawal

The right of withdrawal may not apply in circumstances prescribed by law, including:

Goods made to the customer’s specifications or clearly personalised;

Goods liable to deteriorate or expire rapidly;

Sealed goods that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery;

Goods that become inseparably mixed with other items after delivery.

These exceptions apply only where the legal conditions are met and do not affect rights relating to faulty or incorrectly supplied products.

12. Customer Support

For questions about products, orders, deliveries, exchanges or returns, please contact us:

Email: geral@merceariadocao.com
Telephone: +351 214 852 573 — Portuguese landline
Mobile: +351 933 240 944 — Portuguese mobile network
Opening hours: Monday to Saturday, from 10:00 a.m. to 7:00 p.m.

Call charges depend on your operator and tariff.

Returns and correspondence address:
MERCEARIA DO CÃO
Rua dos Lírios, 1 — Birre
2750-246 Cascais
Portugal

13. Available Languages

The online store provides information in Portuguese and English.

14. Complaints and Dispute Resolution

If you have a complaint, please contact geral@merceariadocao.com so we can seek a solution.

You may also use the Portuguese Electronic Complaints Book.

In the event of a consumer dispute, you may contact the competent alternative dispute resolution body, including the following centre where the dispute falls within its jurisdiction:

Lisbon Consumer Dispute Arbitration Centre — CACCL
Email: juridico@centroarbitragemlisboa.pt
Website: www.centroarbitragemlisboa.pt

Using these bodies does not affect your right to bring proceedings before the courts.

15. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract:

To: MERCEARIA DO CÃO
Rua dos Lírios, 1 — Birre, 2750-246 Cascais, Portugal
Email: geral@merceariadocao.com

I hereby give notice that I wish to withdraw from the sales contract relating to the following goods:

Items: ____________________________________
Order number: _____________________________
Order date: _______________________________
Date received: _____________________________
Consumer’s name: __________________________
Consumer’s address: ________________________
Date: _____________________________________
Consumer’s signature: ______________________
Required only if this form is submitted on paper.

Last updated: 19 October 2026.