Terms of service

Last updated: 4 November 2026

These Terms of Service apply to your use of eloria.pet and to any purchase you make from us. By using the website or placing an order, you agree to these Terms, our Privacy Policy, Shipping Policy and Refund Policy. Nothing in these Terms limits the rights you have under the consumer protection laws of your country.

1. About us

eloria.pet is operated by ELORIA, Rua Francisco Franco, 2745-109 Queluz, Portugal (VAT PT249060922). Contact: support@eloria.pet.

2. Using our store

You must be of legal age in your place of residence to place an order. You are responsible for keeping your account details secure and for making sure the information you give us (such as your shipping address) is accurate.

3. Products

We try to describe and photograph our products accurately, but colours may look slightly different on your screen. Sizes and dimensions are listed on each product page; please check them before ordering. Our products are not a substitute for veterinary advice. Always supervise your pet with a new product.

4. Orders

When you place an order, you will receive an order confirmation email. A contract is formed when we accept your order. We may decline or cancel an order (for example, if a product is unavailable, if there is an obvious pricing error, or if we suspect fraud). If we cancel, we will refund any amount you have paid in full.

5. Prices and payment

Prices are shown in your selected currency and may change, but the price you pay is the one shown when you place your order. Shipping to the United States, Canada and Australia is free. We cover import duties as described in our Shipping Policy. Where we are required to collect taxes at checkout (for example, Australian GST), they are shown before you pay.

6. Shipping and delivery

Delivery estimates are set out in our Shipping Policy. Responsibility for your order passes to you when it is delivered to the address you gave us.

7. Returns and refunds

Returns, exchanges and refunds are handled as described in our Refund Policy, in addition to your statutory rights.

8. Reviews

Reviews on our product pages are shown as submitted, and we do not edit them. Some reviews were originally written by buyers of the same product on other marketplaces; these are labelled as collected from another provider. By submitting a review, you confirm that it reflects your genuine experience and allow us to display it on our store.

9. Intellectual property

All content on this website, including text, images, logos and design, belongs to ELORIA or its licensors and may not be copied or reused without our written permission.

10. Acceptable use

You may not use the website for unlawful purposes, attempt to interfere with its security, or use bots, scrapers or automated tools (including AI agents) to extract content or prices without our permission.

11. Third-party services

Our store runs on Shopify and uses other third-party services, such as payment providers, carriers and review tools. Their own terms apply to their services. Links to other websites are provided for convenience, and we are not responsible for their content.

12. Liability

To the extent permitted by law, we are not liable for indirect or consequential losses, or for damage caused by misuse of a product or failure to follow its instructions. Nothing in these Terms excludes or limits our liability where the law does not allow it, including your rights under the Australian Consumer Law and other consumer guarantees.

13. Governing law and disputes

These Terms are governed by Portuguese law. This does not take away the protection of the mandatory consumer laws of the country where you live, and you may bring a claim in your local courts where the law allows it. Information about alternative dispute resolution is available in our Legal Notice.

14. Changes

We may update these Terms from time to time. The version in force when you place an order applies to that order.

15. Contact

Questions about these Terms? Email support@eloria.pet.