Terms & Conditions

Terms & Conditions

1. Scope

These General Terms and Conditions of Business apply to all orders and deliveries between Canine Caviar, Kaprova 42/14, Prague 1, 110 00, Czech republic and its customers via the online shop www.caninecaviar.de.

2. Order process, entering into a contract, quantity limitation

  1. Order process

    • Canine Caviar offers its customers a comprehensive range for all matters concerning domestic pets. By clicking on the products or product descriptions, the customer navigates to the product details, .e.g. details regarding the product design, size or taste. The product is placed in the virtual shopping basket by entering the requested quantity and clicking on the “Add To Cart” icon.
    • By clicking on the “Cart” button, displayed in the top right-hand corner of the online shop under shop, the customer navigates to an overview page and at any time can check the goods in the virtual shopping basket and, where necessary, make changes.
    • If a customer does not wish to purchase additional goods, they can continue via the “To order/checkout” button. Registered customers can enter their user names and passwords here to automatically use their saved information for the order. Alternatively, the customer can register as a new customer and set up a customer account or continue the purchase without setting up a customer account. In such a case, the customer must enter their address and invoice information on the following page.
    • By further clicking on the “Continue” button, the customer reaches the penultimate order stage “Overview”. The customer has access to an overview of the order here with details of the price (including the statutory VAT) and details of the delivery service and costs.
    • The order is entered into by clicking on the “Buy” button. This means a binding offer has been made.
  2. Entering into a contract

    The images of the range in the online shop are intended as an illustration and do not constitute binding offers for sale. By completing the order process by clicking on the “Buy” button the customer makes a binding offer to enter into a purchase contract. The customer thereupon receives an automated confirmation of receipt of order by e-mail (order confirmation). This order confirmation does not constitute acceptance of the offer. The contract with Canine Caviar is only concluded when Canine Caviar sends the ordered product to the customer and the shipping to the customer is confirmed by e-mail (shipping confirmation).

  3. Quantity limitation

    The offered goods are sold in customary domestic quantities only and only to persons of an age at which they are capable of entering into legal transactions.

3. Prices and shipping charges

  1. Prices
    All prices include statutory VAT and exclude shipping costs.
  2. Shipping Charges
    // UPDATE Canine Caviar delivers from a minimum order value of €19 (excl. shipping charges). Orders below €49 will incur a shipping fee. **********************

4. Dispatch and delivery

In countries other than the Federal Republic of Germany , Canine Caviar only delivers to private individuals.

Unless stated otherwise in the offer, the delivery period is 1-2 days after shipping from the warehouse. Information about delivery and shipping conditions is available here.

In the event that some of the ordered products are not in stock, Canine Caviar shall be entitled to provide partial deliveries at its cost provided this is acceptable for the customer.

In the event that Canine Caviar is unable to deliver the ordered product, Canine Caviar may withdraw from the contract. In such a case, Canine Caviar shall inform the customer without delay and propose a comparable product. If a comparable product is not available, or if the customer does not wish to have that product delivered, Canine Caviar shall, without delay, reimburse payments made by the customer. Deliveries are free of customs duties within the EU. In the case of delivery in countries outside the EU customs duties, taxes and other levies that may apply shall be borne by the customer.

In the event that supplied products are damaged en route, the Canine Caviar customer service is to be contacted, where possible, without delay. As a result, Canine Caviar shall have the option of lodging a complaint with the carrier or transport insurer regarding the damage. If the customer fails to provide notification of transport damage, this shall not have any effect whatsoever on the customer’s statutory guarantee rights.

We will always send your delivery with the delivery partner you have selected. However, due to circumstances beyond our control, this is occasionally not possible. Please accept our apologies for any inconvenience this may cause.

In order to fulfill customer orders Canine Caviar needs to pass on the customer email address, and where available contact phone number to the delivery company authorized to delivering the goods. This forms part of the contract with Canine Caviar. The customer does not have the right to object. For further information please see our Data Protection page.

5. Retention of title

The goods shall remain the property of Canine Caviar up until payment in full. Prior to the passing of ownership, pledging, ownership transfer by way of security, processing or redesigning are not permitted without approval by Canine Caviar.


6. Right of withdrawal

Customers who are consumers have a 48 hour cancellation right. A consumer is any natural person who enters into a legal transaction for a purpose that is neither attributable to their commercial nor self-employed professional activity. The following regulations apply to the cancellation right and the excluding of the cancellation right. If customers have any further questions about cancellations, they can contact the Canine Caviar customer service.

Instructions on withdrawal

The exercise of the right of withdrawal

Right of withdrawal

You have the right to withdraw from this contract within 48 hour without giving any reason.

The withdrawal period will expire after 48 hour from the day on which you acquire, or a third party other than the carrier and indicated by you, acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us (Canine Caviar DE, Customer Services Kaprova 42/14, Prague 1, 110 00, Czech republic, email: europe@caninecaviar.com, telephone: +420 777 883 299 ) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail).

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to

Canine Caviar
Kaprova 42/14, Prague 1, 110 00, Czech republic


without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

End of Information concerning the Right of withdrawal

Exclusion of the right of withdrawal

The right of withdrawal does not apply in the event of delivery of goods

  • that are not pre-produced and an individual selection or determination by the consumer is authoritative for their manufacture or goods that are clearly geared towards the consumer’s personal requirements; goods that may perish quickly or goods whose sell-by-date would quickly run out,
  • that are not suitable for returns for reasons involving health protection or hygiene if their seal has been broken post-delivery,
  • that were post-delivery inseparably mixed with other goods.

Model withdrawal form

Sample of the model withdrawal form
(Should you wish to cancel your contract with Canine Caviar please complete this form and return to)
— To Canine Caviar, Customer Service, Canine Caviar Pet Foods DE s.r.o., Kaprova 42/14, Prague 110 00, Czech republic, EMAIL europe@caninecaviar.com
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
— Ordered on (*)/received on (*)
— Name of consumer(s)
— Address of consumer(s)
— Signature of consumer(s) (only if this form is notified on paper)
— Date
(*) Delete as appropriate.

7. Guarantee and liability

The statutory guarantee provisions apply.

Email Canine Caviar at europe@caninecaviar.com to make a claim on goods ordered

8. Payment methods, invoices and credit notes

Payment for goods is to be made by Visa, or Mastercard. Unfortunately, we cannot accept payment sent in the form of cash or cheques and are not responsible for loss.

Your credit or debit card will be charged immediately upon order confirmation. In the case of possible returns the amount paid will be refunded. Should your credit card have insufficient credit we reserve the right to invoice you for the costs incurred in making requests for payment.

Canine Caviar reserves the right in individual cases or depending on the delivery method chosen by the customer to accept only certain types of payment

If the customer defaults in payment, the purchase price shall incur interest during the default in the sum of 5 percentage points above the ECB base lending rate. If the customer is not a consumer, the default interest shall be 8 percentage points above the base lending rate. Canine Caviar reserves the right to assert a claim for greater damage caused by default subject to furnishing proof in that respect.

  1. Payment via bank transfer

    Please be sure to include your order invoice number in the payment reference field when you enter the information for your bank transfer. Please transfer the balance to the following account:



  2. Payment by credit card and debit card

    In the case of payment by credit card or debit card, amounts are deducted immediately.

  3. PayPal

    PayPal is an online account-based system that lets anyone with an email address send and receive online payments using their credit card or bank account. You can use it at Canine Caviar to pay safely, easily and quickly. During the ordering process, you can also open up a PayPal account if you don’t have one. Please note that we cannot accept Paypal accounts from the USA.

  4. Invoices

    Canine Caviar only issues invoices in electronic form. All invoices will be emailed to the customer as a downloadable PDF.

  5. Credit Notes

    In the case of redeeming credit notes, the specific, valid redemption conditions, minimum order quantity and period of validity etc. are to be adhered to. The corresponding information is stated on the credit notes. In any case, only one credit note or one order / customer-related reduction can be redeemed for each purchase. Payment in cash or subsequent setting off with previous orders is not possible. Resale is not permitted.

9. Data protection

Canine Caviar takes the protection of its customers’ data very seriously. The Canine Caviar data protection declaration can be viewed here.

10. Final provision

Should any provision of these Terms and Conditions be or become invalid or unenforceable, the validity or enforceability of the other provisions of these Terms and Conditions shall not be affected thereby. German law applies by way of exclusion of the UN Convention on Contracts for the International Sale of Goods (CISG).


Status of these General Terms and Conditions of Business: 04. September 2019