General Terms and Conditions

1. Seller

The seller is VetLINE, s. r. o., with its registered office at Staromestská 6/D, 811 03 Bratislava, Company ID (IČO): 43 868 665, Tax ID (DIČ): 2022595751, VAT ID: SK2022595751, registered in the Business Register of the Municipal Court Bratislava III, Section Sro, File No. 51525/B (the “Seller”). Contact: info@vetline.sk, phone 02 / 5441 2869. The supervisory authority is the Slovak Trade Inspection, Inspectorate for the Bratislava Region.

2. Goods and prices

The goods offered are veterinary diets and pet food, nutritional supplements, care products, over-the-counter antiparasitic products, veterinary products and pet supplies. The Seller does not sell prescription-only veterinary medicines online; these are dispensed exclusively by a veterinarian in person at the hospital.

All prices are stated in euros and include VAT. For pet food, the price per unit of measure is stated in addition to the selling price. The total price of the order, including the delivery price, is shown to the buyer before the order is placed. Photographs are for illustration only; the manufacturer’s information on the packaging is decisive.

3. Order and conclusion of the contract

The buyer adds goods to the basket, selects the delivery method and the payment method and verifies their identity with a code sent by email or to their phone. By placing the order with the button Objednať s povinnosťou platby (Order with obligation to pay), or Objednať a zaplatiť (Order and pay) when paying by card, the buyer confirms that they have read and agree to these terms and that the order implies an obligation to pay. The purchase contract is concluded when the Seller confirms the order; the buyer receives the confirmation together with these terms by email.

4. Payment terms

The buyer can pay online by Visa or Mastercard payment card through the secure GP webpay payment gateway, or on collection of the goods, in cash or by card at the clinic, or to the courier where this option is offered for the chosen delivery method. The accepted payment methods are shown when the order is started. The buyer enters the card details directly on the website of the payment gateway provider; the Seller has no access to them and does not store them. The Seller issues the tax document and sends it electronically.

5. Delivery and delivery times

We deliver goods within the Slovak Republic by the following methods:

• Collection at the clinic, Staromestská 6/D, free of charge. Goods that we have at the clinic are usually prepared within one hour during opening hours; we notify the buyer when the order is ready.
• Express delivery in Bratislava, 5,90 €. Orders received on a working day by 16:00 are delivered on the same day within Bratislava if the goods are available at the clinic.
• Courier delivery throughout Slovakia, 3,90 €, free of charge for orders over 49,00 €. Orders received on a working day by 12:00 are handed over to the courier on the same day and are usually delivered on the next working day.

These delivery times apply to goods available at the clinic. If an item is not available, the Seller informs the buyer and agrees on an alternative date; in that case the buyer has the right to withdraw from the order. If the order contains items with different availability, the Seller may, by agreement, split it into two shipments without any additional delivery charge. The risk of damage to the goods passes to the buyer upon receipt.

6. Right of withdrawal within 14 days

If you are a consumer, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days 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; if you ordered multiple goods in one order that are delivered separately, from the day on which you acquire physical possession of the last good.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement, for example an email to info@vetline.sk or a letter sent to VetLINE, s. r. o., Staromestská 6/D, 811 03 Bratislava, phone 02 / 5441 2869. You may use the model withdrawal form, but it is not obligatory.

You can also exercise the right of withdrawal online at vetline.sk/odstupenie-od-zmluvy. If you use this option, we will send you without delay a confirmation of receipt of the withdrawal, including its content and the date and time it was sent, by email.

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.

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.

Please send back the goods or bring them to our address Staromestská 6/D, 811 03 Bratislava without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. 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.

The right of withdrawal does not apply in particular to contracts for the sale of goods in protective packaging that are not suitable for return for health protection or hygiene reasons and whose protective packaging has been broken after delivery (for example opened packs of food and supplements, unpacked antiparasitic products), nor to contracts for goods that are liable to deteriorate or expire rapidly.

7. Liability for defects and complaints

The Seller is liable for defects that the goods have on receipt and for defects that appear within two years of delivery. A complaint can be made by email to info@vetline.sk, by phone at 02 / 5441 2869 or in person at the registered office. The Seller confirms receipt of the complaint and settles it no later than 30 days after it was made; the Seller informs the buyer of the result in writing or by email. For goods with a limited shelf life, liability for defects applies for the period marked on the packaging. Defects caused by improper storage or by use contrary to the manufacturer’s instructions cannot be claimed.

8. Alternative dispute resolution

If the buyer, as a consumer, is not satisfied with the way a complaint was handled or believes that the Seller has violated their rights, they may ask the Seller for redress. If the Seller rejects the request or does not reply within 30 days, the buyer has the right to submit a proposal to initiate alternative dispute resolution under Act No. 391/2015 Coll. on alternative resolution of consumer disputes. The alternative dispute resolution body is the Slovak Trade Inspection (www.soi.sk), or another body listed by the Ministry of Economy of the Slovak Republic (www.mhsr.sk). The proposal can also be submitted electronically.

9. Personal data protection

Information on the processing of personal data is available on the page Privacy Policy. The controller of personal data is VetLINE, s. r. o.. We process order data for the purpose of concluding and performing the purchase contract and complying with legal obligations; data about the patient remain part of the medical records kept by the hospital.

10. Final provisions

Relations not governed by these terms are governed by the laws of the Slovak Republic, in particular the Civil Code and Act No. 108/2024 Coll. on consumer protection. The Seller reserves the right to amend these terms; the version in force at the time the order is placed applies to the order. These terms take effect on 29 September 2026.