Terms of service

We invite you to know all the necessary information regarding the electronic transactions you carry out on this website.

DOS AND ONE TRILOGIC, SL is committed to transparency and clarity in the commercial transactions carried out on this portal, guaranteeing a space committed to the rights of users and customers, for this reason we recommend that before contracting any of the products that we put at your disposal on this website, read these conditions and the terms that apply to the provision of the services offered by baluka.es typical of its main activity of selling accessories, services and food for pets .

These contracting conditions govern the relationship between DOS AND ONE TRILOGIC, SL and the clients of the site baluka.es

DOS AND ONE TRILOGIC, SL reserves the right to modify or change these conditions at any time. If the modifications constitute a material change in the terms, baluka.es will notify you by posting a notice on our website.

The services and/or products are available only to legal entities and people who are 16 years old.

This website complies with the following regulations:

  • Law 34/2002, of July 11, on Services of the Information Society and Electronic Commerce (LSSI-CE)
  • Regulation (EU) 2016/679 of the European Parliament and of the Council, of April 27, 2016, regarding the protection of natural persons with regard to the processing of personal data and the free circulation of these data; y
  • The Organic Law 3/2018, of December 5, on the Protection of Personal Data and guarantee of digital rights.

Seller identifier

By virtue of the provisions of Law 34/2002 on Services of the Information Society and Electronic Commerce (LSSICE), we offer you the following information:


NIF: B01957497

Email: hello@baluka.es

Registered address: Passatge de les roses, 51 – 08340 Vilassar de Mar (Barcelona)

Your social activity is: Internet and distance retail sales

Purpose of the website: Sale of accessories, services and food for pets

Registered in the Mercantile Registry of Barcelona, ​​in volume 47466, folio 214 and sheet B-552709, entry 1, on September 25, 2020

Characteristics Of The Offered Products

baluka.es offers a wide and varied range of products. The products exhibited in baluka.es are accessories, services and food for pets.

How to Place an Order

As a condition for placing any order, the customer must contact baluka.es and provide the corresponding information required for the acquisition of the products available on this website. The ordering information you provide must be accurate, complete, and current at all times. Failure to do so constitutes a violation of the terms, which may result in the dissolution of the contract with DOS AND ONE TRILOGIC, SL.

From the moment of acceptance, the client acquires the condition of Client of baluka.es.

Orders must be made following the steps that baluka.es will show you where you can choose the product and the quantity of what you want to buy.

Discount coupons

Coupons or discount codes are for individual use and are not cumulative and subject to the indicated validity dates.DOS AND ONE TRILOGIC, SL reserves the right to cancel any promotion for individual or collective clients if it is considered that they are being used abusively or inappropriately


The client will be able to make recurring or periodic orders at once and accept the delivery and periodic payment of the same. These products or types of order are clearly indicated on the website and the repetition period must always be chosen (weekly, fortnightly, monthly or those indicated for each occasion).

The payment of each delivery is made at the time the order is placed and with the indicated periodicity, new deliveries are automatically charged. Subscriptions can be canceled or modified free of charge up to 2 business days before the product ships.

Purchase Validation

Once the purchase has been made and the payment made, baluka.es will send you an order confirmation by email.

It's time to check that everything is correct. If you do not agree with the information contained in said confirmation, you can request their modification or cancellation of the order.

The validation of the order by the client expressly implies the knowledge and acceptance of these particular contracting conditions as part of the conclusion of the contract. Unless proven otherwise, the data recorded by baluka.es constitutes proof of the set of transactions carried out between baluka.es and its clients.

In case of needing any modification or cancellation, the communication must be made within 1h from the confirmation of the order, via email: hola@baluka.es and as long as the order has not been shipped.

Prices and Payment Method

The customer agrees to pay the contracted products to baluka.es in the forms of payment accepted by baluka.es and for any additional amount (including taxes and charges for late payments, as the case may be).

The prices applicable to each product are those indicated on the website on the date of the order, including, where appropriate, all of them VAT (Value Added Tax) for transactions within Spanish territory. However, in accordance with the provisions of Law 37/1992, of December 28, regulating said tax, the operation may be exempt or not subject to it depending on the buyer's country of residence and the condition in which he acts. himself (entrepreneur/professional or individual). Consequently, in some cases the final price of the order may be altered with respect to the one shown on the website.

Payment is always in advance, 100% of the order and will be shipped when we confirm the payment.

baluka Pets
(DOS AND ONE TRILOGIC, SL) accepts these forms of payment:

1. By credit or debit card

We accept Visa and MasterCard.

You can make the payment immediately through the SSL secure payment gateway. If it is necessary to make any return or cancellation of the order, the amount will be refunded through the same payment card. Both personal and bank data will be protected with all the security measures established by Organic Law 3/2018, of December 5, on the Protection of Personal Data and guarantee of digital rights (LOPDGDD) with total confidentiality. We do not collect card data, just a reference. Card data is processed directly by the bank.


Payment of the order will be authorized through PayPal, but no money will be withdrawn until PayPal verifies that it is correct. To do this, it will be essential to have a PayPal account.

3. Bank Transfer

Once the order is placed, you will receive an email with the details of the order. In it, you will have the account number in which you must make the full payment of the total amount (taxes included, shipping costs and other extras, if any). In the sender of the transfer, you must indicate your full name and order number that appears in the received email. Once we have verified receipt of the amount, we will proceed to send the order. If within 7 days, we have not received the transfer, the order will be canceled without any right on the client.

4. Google Pay, Apple Pay and Facebook Pay

These methods will be managed according to the rules of Google, Apple and Facebook and by the same platform.

5. Payment in installments

When buying a product, you can choose to pay in installments. Once done, when placing the order, you will be directed to the website of the company with which we have contracted the credit/deferred payment service. You will have to follow the instructions that are indicated there, not specified here since they may require different data depending on the amount and the client. Usually, you will be asked to register on your platform.

It will be necessary to have a credit/debit card, where the deferred charges will be made, a mobile phone number, since they will ask you to confirm by SMS, as well as access to your bank, in order to confirm your identity. All procedures requested by the company are external to baluka, being carried out in a secure environment and without any access on our part.

Once the requested steps have been completed, the transaction will be confirmed or denied based on the criteria established by the credit company.

From that moment, in the case of having been a confirmed transaction, everything related to payments and incidents with the terms, must be dealt with with the company that grants the deferment.

Currently we offer this service with Klarna

In order to offer you Klarna's payment methods, at the time of payment, we may transmit to Klarna during the purchase process your personal data included in the contact form and order details , so that Klarna can assess whether you meet the requirements to access its payment methods and to adapt these payment methods to your profile. Your personal data is processed in accordance with the Klarna privacy policy.

6. Payment on delivery

This payment method is offered for shipments to the Peninsula with an additional cost. To be able to pay cash to the courier at the time of delivery, you have to select "cash on delivery" for both the shipping method and the payment method. In this step you will be informed of the extra charge that the payment method entails.

Validity Of Prices And Offers

The products offered on the web, and their prices, will be available for purchase while they are in the catalog of products displayed through the web page. Customers are requested to access updated versions of the website to avoid pricing errors. In any case, orders in process will maintain their conditions for 7 days from the moment of their formalization.

Shipping and Transportation

At baluka.es we use several transport companies.When making the purchase, the system will offer the most efficient shipping method or, whenever there is a possibility for your order, it will give the option to choose

The delivery time for non-personalized products is 1 to 3 business days.
The delivery time for personalized products is 7 to 10 business days.

The product will only be shipped once payment has been received.

In some orders the system may offer an Express delivery method with an additional charge.


Shipping costs may differ depending on the destination area, the amount or the weight. We offer free shipping costs for purchases over €49 in the Peninsula and the Balearic Islands. If the system offers a more agile delivery method for the order, this will be optional for the customer and will entail an additional charge that must be assumed in his order.


We ship to Spain Peninsula, Balearic and Canary Islands.
Some of the areas may incur additional shipping costs.

At the moment no shipments are made to CEUTA AND MELILLA.

Delivery times

The delivery time for non-customized products is 1 to 3 business days.
The delivery time for personalized products is 7 to 10 business days.

The product will only be shipped once payment has been received.

In some orders the system may offer an Express delivery method with an additional charge.

If there was any unforeseen event in the delivery of the order, we would contact you through your email address, which we request when registering on the web, to find a solution. Alternatively, we could contact you by phone, if you have provided it, or directly attempt a second delivery to the address provided. In the event that the product could not be contacted or delivered on the first or second visit, the customer will be responsible for contacting the carrier or baluka.es via email and will assume any additional costs that may assume successive deliveries.


The customer can choose the most efficient carrier in his area so that his order arrives in the best conditions as long as the system of the option, which means that they are available.

  • In the event that one of the deadlines is modified, the Customer Service service of baluka.es will notify you, either by email or telephone call, of the Approximate delivery time for the total shipment of your order. In the same way, you will be kept informed of any variation that may arise from said term.
  • In the event that an order is made up of several different products, not all of which are available for shipment at the time the order is placed, the customer may request partial shipment of their order and the subsequent shipment of the pending products. Said partial shipment may only be requested when the total shipment of the order is going to be delayed beyond the delivery times indicated on the website and this shipment must be finally approved by baluka.es, who will always have the decision final with respect to making partial shipments.
  • Orders will not be served in PO Boxes. We reserve the right to withhold shipping on orders with wrong addresses. In any case, we will contact you according to the data provided for any incident or doubt that may arise in the processing of your order.
  • It is possible that your order arrives in different packages and even by different transport companies and with differentiated deliveries. The company reserves the right to carry it out in this way due to differences in stocks, logistics warehouses from which the shipment is made, or other cases. This does not imply any additional cost for the client. The customer will only pay the shipping costs once, unless, due to some special products, this is indicated at the time of purchase.


The products offered in our online store have the guarantee stipulated by Spanish Law.

Common System of Value Added Tax of the European Union

In accordance with the provisions of Law 37/1992, of December 28, regulating said tax and European Directive 2008/8/EC, the operation may be exempt or not subject to it depending on the country of residence of the buyer and the condition in which the buyer acts (entrepreneur/professional or individual). Consequently, in some cases the final price of the order may be altered with respect to the one shown on the website.

The price of the products marketed by baluka.es includes Spanish VAT. However, the final price of your order may vary depending on the VAT tax rate that is applied to the order. For orders destined for other countries of the European Union, the Spanish VAT will be deducted and the VAT tax rate corresponding to the country of destination will be applied. The final price will appear during the confirmation of your order and will reflect the VAT tax rate corresponding to the country of destination of the products.

The prices of the Services may change at any time at the sole and exclusive discretion of baluka.es. The Services do not provide price protection or refunds in the event of price reductions or promotional offers.


DOS AND ONE TRILOGIC, SL (hereinafter Baluka Pets) offers customization services for food products, accessories and services for pets.

The items, colors and materials of our items to customize may vary slightly from the samples displayed on the web depending on availability, although we will always maintain the highest quality and design characteristics. In the case of second orders that are replicas of the first, please take this circumstance into account.

Offers will be marked as such, and will be valid as long as they appear on your screen. Said offers may be modified or canceled without prior notice.

Cancellations and/or returns will only be accepted under the following terms:


The customer may cancel his order and request a full refund of the amount if it has not yet been shipped. To do this, you must contact us as soon as possible using the contact form or send us an email to hola@baluka.es and provide us with your details and order number.

In the case of products for which customization has been requested (inscription of name, photograph or any type of message), the customer may cancel his order and request a full refund of the amount if the status of the order has not moved to "in preparation" or higher level.


a) Defective article or sending an article instead of another by mistake:

If any of these conditions is met, in compliance with current regulations, the customer has a period of 14 calendar days from the date of receipt to return an order in the 2 accepted cases.It will be verified that the state of the product is in normal conditions and that it does not show signs of manipulation

In order to start a return process, before making it, it will be necessary to communicate it via email to hola@baluka.es where we will indicate the steps so that you can send us the order. We will not accept returns without the aforementioned prior communication.

Baluka Pets will not accept shipments postage due or cash on delivery and in which the shipping or return costs have not been paid.

It is necessary that the product is in perfect condition, with no apparent signs of use, with all its accessories and properly packaged.

If the return is within the accepted assumptions, and its status is verified, we will refund the amount of the order by bank transfer.

b) Withdrawal of the purchase:

Withdrawal is the power of a consumer to return a good purchased to the store within a legal period, without having to claim or give any explanation in this regard or suffer a penalty.

According to Law 3/2014, of March 27, which modifies the consolidated text of the General Law for the Defense of Consumers and Users, they are considered Exceptions to the Right of Withdrawal under Art 102 of the cited law, the following assumption, so the right to return does not apply:

"Products ordered remotely that are made to measure or with some personalization mark according to customer specifications: clothing, items personalized with names, photographs or any type of message, etc., or that are likely to be copied (books, music, video games, etc.)"

In the case of products offered by Baluka Pets that are personalized, the right of withdrawal of purchase is not allowed, therefore, returns are not allowed.

In the case of non-personalized products, the company will respect the period of time published on the website at the time of purchase, which may vary depending on the promotion in force on the date and may reach 30 or 60 days, but which will never be less than 14 days and the customer may request a refund of the amount paid at the time for the product and shipping.

Once it has been verified that the product has arrived in the appropriate packaging, in perfect condition and with no obvious sign of excessive use, the amount paid for the product and shipping (if there is a charge) will be refunded, less the corresponding amount to the transport of the return shipment, which will always be borne by the customer as well as any cost of those provided for in articles 107.2 and 108, in accordance with the provisions of BOE-A-2014-3329

How to return products in accepted cases:

To return a product in the cases provided for and accepted by this withdrawal policy, the following instructions must be followed:

  • Returns freight collect will not be accepted.
  • You must have notified baluka.es of your desire to withdraw and have obtained the corresponding authorization before making the shipment.
  • The customer will be provided with access to our returns portal to manage the request.
  • You must introduce the product(s) in a properly packed package. The return address appears in the downloaded document.
  • You must take the package (with the attached withdrawal form) to a courier office that will be indicated by baluka.es
  • You must request proof of shipment from the courier company.
  • You must keep the receipt until you receive the requested refund.

In case of repeated returns or claims for poor condition or defective product by the same customer, balukaes reserves the right not to make new shipments to the customer.

baluka.es will proceed to the refund in the form of payment that the client has used when placing the order, and said refund will be subject to the right of baluka.es to withhold amounts for returned products that show damage. We will refund the amount paid for the returned product(s) less shipping costs (if applicable).


We inform you that the European Commission has created the first European platform for the resolution of conflicts in online commerce protected by the latest consumer law. In this sense, as managers of an online sales platform, we have the duty to inform our customers about the existence of an online platform for alternative dispute resolution.

To use the dispute resolution platform, the customer must use the following link: http://ec.europa.eu/odr

After Sales Service

We have an after-sales service to solve any problem with our products or shipments through which we offer the fastest and most efficient service to our customers.

To contact us or ask us any questions, questions or complaints, you can use any of the following means:


All the information and documentation used during the contracting, development and execution of the services that regulate the relations between baluka.es and the Client is confidential.

All information received by the client, whether images, emails, texts, access data such as clients and passwords, will be treated confidentially, and transfer to third parties is totally prohibited.

Confidential information will not be understood as that which is disclosed by agreement between the Parties, that which becomes public for the same reason or that which has to be disclosed in accordance with the laws or with a judicial resolution of a competent authority and that which is obtained by a third party that is not under any obligation of confidentiality. Both parties agree to fulfill the duty of confidentiality indefinitely.

More information about privacy: consult our Privacy Policy

Data Protection Policy

To obtain complete information about your rights and the data protection policy that we apply to this website and all our services, we recommend visiting the Privacy Policy and the Cookies Policy .

Limitation of Liability

baluka.es reserves the right to make, at any time and without prior notice, modifications and updates to the information contained on the website, its configuration and presentation, the conditions of access, contracting conditions, etc. So the client must access updated versions of the page.

The user/client is solely responsible for maintaining the confidentiality and security of the website and for all activities that occur on the website once delivered by baluka.es. The client agrees to immediately notify baluka.es of any violation of the security of the portal.

balukaes shall not be liable for any loss arising from improper or unauthorized use of its website.

The client agrees to hold baluka.es harmless from claims, losses, expenses, damages and costs (including direct, incidental, consequential, punitive, exemplary and indirect damages), and Reasonable fees of lawyers as a result of any breach by the client/buyer of these conditions, whether or not considered material or immaterial; the use or improper use of the Services by you or any person acting on your behalf or using your account at baluka.es or for any material or immaterial violation of any right, title or interests of third parties.

Our only responsibility will be to supply the product in the terms and conditions expressed in this contracting policy.

baluka.es will not be liable for any consequence, damage or harm that may arise from the improper use of the products supplied.


The language in which the contract between DOS AND ONE TRILOGIC, SL and the Client will be concluded is Spanish or Catalan.

Jurisdiction and Applicable Laws

DOS AND ONE TRILOGIC, SL and THE CLIENT, will be governed to resolve any dispute that may arise from the access, or use of this website, by Spanish legislation, and submit to the Courts and Tribunals of the city of Barcelona .