Terms of service
PRIME ANIMALZ GENERAL TERMS AND CONDITIONS
Last updated: 18 April 2026
Article 1. Identity of the entrepreneur
Prime AnimalZ
Smidte 48
8407 ET Terwispel
Nederland
Email: info@primeanimalz.com
Chamber of Commerce (KvK) number: 91576113
VAT (BTW) number: NL004900357B44
Article 2. Applicability
2.1 These general terms and conditions apply to every offer of Prime AnimalZ and to every agreement concluded between Prime AnimalZ and a consumer via the website, web shop or another direct sales channel of Prime AnimalZ.
2.2 A consumer is understood to mean the natural person who is not acting in the course of a profession or business.
2.3 If, in addition to these general terms and conditions, specific product terms, promotion terms, return terms or pre-order terms also apply, these apply in addition. In the event of a conflict, the provision most favourable to the consumer always applies, insofar as the law requires this.
2.4 Deviations from these general terms and conditions only apply if they have been confirmed by Prime AnimalZ in writing or electronically.
Article 3. Offer and product information
3.1 Prime AnimalZ does its best to present products, prices, features, colours, images, expected delivery times and other information as completely and accurately as possible.
3.2 Obvious errors, obvious mistakes, evident typing errors or evident pricing errors do not bind Prime AnimalZ.
3.3 Images and examples are for illustration purposes. Minor differences in colour, finish, size, packaging or presentation do not constitute a defect, as long as the product reasonably meets what the consumer could expect.
3.4 Prime AnimalZ may change or withdraw an offer as long as no agreement has yet been concluded.
3.5 An offer applies while stocks last, unless expressly stated otherwise.
Article 4. Conclusion of the agreement
4.1 The agreement is concluded at the moment the consumer accepts the offer of Prime AnimalZ and meets the conditions set therein.
4.2 After the order has been placed, the consumer will receive an electronic confirmation of the order as soon as possible.
4.3 Prime AnimalZ may refuse an order or request or impose additional conditions if there is a reasonable ground for doing so, for example in the event of suspected misuse, fraud, incorrect data, a technical problem, an evident pricing error, unavailable stock or an incomplete or failed payment.
Article 5. Prices
5.1 All prices on the website are, unless stated otherwise, inclusive of VAT and exclusive of any shipping costs or other clearly stated additional costs.
5.2 Any shipping costs or other additional costs are clearly stated before the agreement is concluded.
5.3 Prime AnimalZ may adjust prices before an agreement is concluded.
5.4 A price change after the conclusion of the agreement does not affect an order that has already been confirmed, except where there is an obvious error or mistake.
Article 6. Payment
6.1 Payment is made via the payment methods offered on the website or during checkout.
6.2 Unless otherwise agreed, payment must be made at the time of ordering.
6.3 If payment afterwards is permitted, the consumer must pay within the agreed period.
6.4 Prime AnimalZ may suspend performance of the agreement until full payment has been received, insofar as the law permits this.
6.5 As long as an order has not been paid in full, Prime AnimalZ remains the owner of the product insofar as the law permits this.
Article 7. Delivery and performance
7.1 Prime AnimalZ will process and carry out orders with reasonable care.
7.2 Delivery takes place at the address provided by the consumer or at another agreed delivery location.
7.3 If no specific delivery date or delivery time has been agreed, Prime AnimalZ will deliver within 30 days after the conclusion of the agreement. If a stated delivery time or expected delivery date is exceeded, the consumer must first give Prime AnimalZ a reasonable additional period to deliver after all, unless the law provides that this is not necessary in the specific case, for example in the case of a fixed delivery date that was essential.
7.4 Stated delivery times are indicative, unless it is expressly stated that a fixed delivery date applies.
7.5 Exceeding an indicative delivery time does not immediately give rise to a right to compensation or immediate termination, unless the law mandatorily provides otherwise.
7.6 In the case of sales to consumers, the risk of damage to or loss of products only passes at the moment the product has been received by the consumer or by a third party designated by the consumer.
7.7 Prime AnimalZ may deliver an order in parts if that is reasonable.
7.8 If an ordered product turns out not to be deliverable, Prime AnimalZ will inform the consumer of this as soon as possible and refund any amount paid for that part of the order.
Article 8. Pre-orders
8.1 Prime AnimalZ may offer products that are not yet immediately available for delivery but can be ordered in advance. These are pre-orders.
8.2 For a pre-order, Prime AnimalZ states on the product page, in the checkout or in the order confirmation the expected shipping date, the expected delivery period or other relevant information about availability.
8.3 Unless expressly indicated otherwise, a date stated for a pre-order applies as an expectation and not as a guaranteed fixed delivery date. Delays may arise from production, transport, customs, supplier, certification, system failures or other circumstances beyond the reasonable influence of Prime AnimalZ.
8.4 If a pre-order is significantly delayed, Prime AnimalZ will inform the consumer of this within a reasonable period and, where appropriate, provide a new expected date or period.
8.5 If the consumer wishes to cancel a pre-order before the product has been shipped, the consumer can make contact at info@primeanimalz.com. Prime AnimalZ may refuse a cancellation request insofar as the product has already been allocated, processed or shipped, except insofar as the law gives the consumer a stronger right.
8.6 If a fixed delivery date has been expressly agreed for a pre-order and that date is not met, or if delivery still does not take place after a reasonable additional period, the consumer has the statutory rights that apply in that case.
8.7 Prime AnimalZ may cancel a pre-order in whole or in part if a product turns out to be definitively undeliverable or if delivery can reasonably no longer be required of Prime AnimalZ. In that case any amount paid for the undeliverable part will be refunded.
Article 9. Right of withdrawal and returns
9.1 For an online purchase, the consumer in principle has the right to withdraw from the agreement without giving reasons within 14 days after receipt of the product.
9.2 During the statutory cooling-off period, the consumer must handle the product and packaging with care. The consumer may only use or assess the product insofar as is necessary to establish the nature, characteristics and functioning of the product.
9.3 If the consumer wishes to make use of the statutory right of withdrawal, this must be clearly notified to Prime AnimalZ within the statutory cooling-off period via info@primeanimalz.com or in another unambiguous manner.
9.4 After the notice of withdrawal, the product must be returned within 14 days, unless Prime AnimalZ expressly indicates otherwise. Prime AnimalZ will refund the purchase amount and, insofar as legally required, the standard delivery costs of the outbound shipment within 14 days after the notice of withdrawal. Prime AnimalZ may wait with the refund until the product has been received or until the consumer has demonstrated that the product has been returned, depending on which moment is earlier.
9.5 The direct costs of returning the product are for the account of the consumer, unless Prime AnimalZ expressly states that it will bear these costs or unless the return is the result of an error by Prime AnimalZ, a wrongly delivered product, transport damage or a defect for which Prime AnimalZ is responsible.
9.6 In addition to the statutory cooling-off period of 14 days, Prime AnimalZ, insofar as expressly stated on the website or in the return policy, voluntarily offers an extended return option up to 30 days after receipt. This voluntary additional return option is an additional service of Prime AnimalZ and never limits the statutory right of withdrawal of 14 days.
9.7 For the voluntary additional return option between day 15 and day 30, Prime AnimalZ may impose additional conditions, such as the requirement that the product is returned unused, complete, clean, undamaged and in resalable condition, insofar as this has been clearly communicated in advance. If these additional conditions are not met, Prime AnimalZ may refuse the voluntary additional return option. The statutory rights of the consumer within the first 14 days always remain intact.
9.8 If the product has been used during the statutory cooling-off period more than was necessary to establish its nature, characteristics and functioning, Prime AnimalZ may charge a reasonable reduction in value.
9.9 If an order was sold as a bundle, set, promotional combination or with a free or temporary extra product, the return shipment must be delivered in full and complete if the consumer wishes to claim a full refund of that offer. If parts are missing, Prime AnimalZ may, insofar as legally permitted, deduct from the amount to be refunded the reasonable reduction in value, the lapsed promotional benefit or the value of the missing part as it formed part of the total offer at the time of purchase. For the voluntary additional return option between day 15 and day 30, Prime AnimalZ may also refuse an incomplete return.
9.10 Products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery can only be excluded from return if this is legally permitted and clearly stated with the product or offer.
Article 10. Conformity and statutory warranty
10.1 Prime AnimalZ guarantees that the delivered products conform to the agreement, the product description, the reasonable expectations the consumer may have of them and the statutory requirements applicable at the time of delivery.
10.2 The consumer is entitled to the statutory warranty. This means that a product must do what the consumer can reasonably expect of it. If a product is faulty, the consumer is entitled to free repair or replacement. If repair or replacement is not possible, does not take place within a reasonable period or cannot be required of the consumer, the consumer is entitled to an appropriate price reduction or rescission, insofar as the law so provides.
10.3 If a defect becomes apparent within 12 months after purchase, the starting point is that Prime AnimalZ must prove that the defect was caused by the consumer if Prime AnimalZ takes that position.
10.4 If a product is faulty, wrongly delivered or does not conform to the agreement, reasonable costs of return, repair, replacement and redelivery are not for the account of the consumer, insofar as the law requires this.
10.5 Warranty or claims do not lapse through normal use, but they do lapse insofar as problems are the result of incorrect use, incorrect installation by the consumer, failure to follow clear instructions, normal wear and tear, deliberate damage or modifications to the product that were not carried out by Prime AnimalZ or a party designated by Prime AnimalZ.
10.6 Any manufacturer's warranty or additional commercial guarantee is a supplement to the statutory rights of the consumer and does not limit these rights.
Article 11. Smart products, apps and updates
11.1 For products with digital elements, such as products that work with an app, wifi connection, software, cloud functions or other digital links, the consumer is entitled to a product that does what he can reasonably expect of it.
11.2 Insofar as legally required, Prime AnimalZ ensures that necessary updates for digital elements are made available or passed on, so that the product remains safe and can continue to function as expected.
11.3 The consumer remains responsible for a suitable internet connection, a compatible device and for carefully following the installation and usage instructions, unless expressly stated otherwise.
11.4 If a product makes use of an external app, cloud environment or software of a third party, its functioning may also depend on that third party. Prime AnimalZ is not responsible for failures, changes, termination or limitations of services of such third parties, insofar as the law permits this and insofar as the cause lies beyond the reasonable influence of Prime AnimalZ.
Article 12. Complaints
12.1 Complaints about the performance of the agreement must be reported fully and clearly within a reasonable time after the consumer has discovered the defect or reasonably should have discovered it, via info@primeanimalz.com.
12.2 Prime AnimalZ will handle complaints within a reasonable period and will inform the consumer as soon as possible of the substantive response or further handling.
12.3 A complaint does not suspend the consumer's payment obligation, except insofar as the law mandatorily provides otherwise.
Article 13. Liability
13.1 Prime AnimalZ is only liable for direct damage that is the direct result of an attributable failure or tort of Prime AnimalZ, insofar as this liability cannot be excluded or limited on the basis of mandatory law.
13.2 Nothing in these general terms and conditions limits the statutory rights of consumers, including rights to statutory warranty, free repair, replacement, price reduction, rescission, refund, cooling-off period and other rights that apply on the basis of mandatory law.
13.3 Prime AnimalZ is not liable for indirect damage, consequential damage, lost savings or other derived damage, unless there is intent, deliberate recklessness or a situation in which exclusion is not legally permitted.
13.4 Prime AnimalZ is not liable for damage resulting from incorrect use of the product, failure to follow safety or usage instructions, incorrect maintenance, normal wear and tear or use contrary to the intended purpose of the product, except insofar as the law mandatorily provides otherwise.
Article 14. Force majeure
14.1 Prime AnimalZ is not obliged to fulfil an obligation if performance is temporarily or permanently impossible due to force majeure.
14.2 Force majeure is also understood to include disruptions at carriers, disruptions in logistics or supply, customs delays, system failures, failures at payment providers, government measures, natural disasters, pandemics, fire, import restrictions and other circumstances beyond the reasonable control of Prime AnimalZ.
14.3 If a situation of force majeure lasts longer than is reasonable, Prime AnimalZ may terminate the agreement in whole or in part insofar as the law permits this.
Article 15. Intellectual property
15.1 All intellectual property rights relating to the website, texts, photos, images, product information, logos, designs and other content of Prime AnimalZ rest with Prime AnimalZ or with the rights holder who has given permission for this.
15.2 Without the prior written permission of Prime AnimalZ, nothing from the website or content may be copied, stored, published or otherwise used, except insofar as this is legally permitted.
Article 16. Personal data
16.1 Prime AnimalZ processes personal data in accordance with the applicable privacy policy.
16.2 The privacy policy of Prime AnimalZ is available separately on the website and forms, insofar as relevant, part of the information provided to the consumer.
Article 17. Invalid provision
17.1 If a provision of these general terms and conditions proves to be invalid, voidable or unenforceable, the remaining provisions remain fully in force.
17.2 In that case Prime AnimalZ and the consumer will replace the provision concerned with a valid provision that comes as close as possible to the purpose and intent of the original provision.
Article 18. Applicable law and disputes
18.1 Dutch law applies to agreements between Prime AnimalZ and the consumer.
18.2 If the consumer lives outside the Netherlands but within the European Union, the consumer also retains the protection of mandatory rules of the country of his habitual residence, insofar as those rules apply.
18.3 Disputes will be submitted to the competent court, taking into account the statutory rules on consumer protection and jurisdiction.