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

DOS AND ONE TRILOGIC, SL (Baluka Pets) is committed to transparency and clarity in commercial transactions carried out in this portal ensuring a space committed to the rights of users and customers, so we recommend that before hiring any of the products that we make available to you on this website, read these conditions and terms that apply to the provision of services offered baluka.es own its core business of selling accessories, services and pet food.

The present 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 the present conditions at any time. If the modifications constitute a material change in the terms, baluka.es will notify by posting an announcement on our website.

Services and/or products are available only to legal entities and persons who are 16 years of age.

This website complies with the following regulations:

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

Seller identifier

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

Fiscal name: DOS AND ONE TRILOGIC, SL
TAX ID: B01957497
Commercial name: Baluka Mascotas ©
Address:
Av. de Cabrera, 36 PB - Torre d'Ara
08302 Mataró (Barcelona)
Phone: +34605222111
email: hola@baluka.es

Its social activity is: Retail sales through internet and distance.

Purpose of the website: Sale of accessories, services and pet food

Registered in the Mercantile Registry of Barcelona, in volume 47466, folio 214 and page B-552709, 1st inscription, on September 25, 2020.

Characteristics Of The Products Offered

baluka.es offers a wide and varied assortment of products. The products displayed on baluka.es are accessories, services and pet food.

How To Place An Order

As a condition for any order, the customer must contact baluka.es and provide appropriate 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 the acceptance, the client acquires the condition of Client of baluka.es.

The orders must be realized following the steps that will be marking baluka.es where you will be able to choose the product and the quantity of that which you wish to buy.

Discount coupons

The coupons or discount codes are for individual use and not cumulative and subject to the dates of validity indicated. DOS AND ONE TRILOGIC, SL reserves the right to cancel any promotion to individual or collective clients if it is considered that an abusive or inadequate use is being made of them.

Subscriptions

The customer may place recurring or periodic orders at once and accept delivery and periodic collection of the same. These products or types of orders are clearly indicated on the web and the period of repetition of the same must always be chosen (weekly, biweekly, monthly or those indicated for each occasion).

The charge for each delivery is made at the time the order is placed and with the indicated periodicity new deliveries are charged automatically. Subscriptions can be cancelled or modified free of charge up to 2 working days before the product is shipped.

Purchase Validation

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

It is time to check that everything is correct. If you do not agree with the information provided in the confirmation you can request the modification of the same or cancellation of the order.

The validation of the order by the customer expressly implies knowledge and acceptance of these particular conditions of contract as part of the conclusion of the contract. Unless proven otherwise, the data recorded by baluka.es constitute proof of all transactions between baluka.es and its customers.

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

Prices and Payment

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 late payment charges, as appropriate).

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 the Spanish territory. However, in accordance with the provisions of Law 37/1992 of December 28, 1992, regulating this tax, the transaction may be exempt or not subject to it depending on the country of residence of the buyer and the condition in which it acts (entrepreneur / professional or individual). Consequently, in some cases the final price of the order may be altered with respect to that shown on the website.

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

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

By credit or debit card 2.

We accept Visa and MasterCard.

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

2. PayPal

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

3. Bank Transfer

Once the order is placed, you will receive an email with the order details. In it, you will have the account number where you must make the full payment of the total amount (including taxes, 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 email received. Once we have verified receipt of the amount, we will proceed to ship the order. If within 7 days, we have not received the transfer, the order will be canceled without any right on the customer.

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 purchasing 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 service of credit / deferred payment. You will have to follow the instructions there, which are not specified here as they may require different information depending on the amount and the customer. Usually, you will be asked to register on their platform.

It will be necessary to have a credit/debit card, where the deferred charges will be made, a cell phone number, since you will be asked to confirm by SMS, as well as access to your bank, to confirm your identity. All the steps requested by the company, are outside baluka, being carried out on a secure environment and without any access by us.

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

From that moment on, in the case of a confirmed transaction, all matters relating to payments and incidents with deadlines must be dealt with the company granting the deferment.

In order to offer you the deferred payment methods, at the time of payment, we may transmit during the purchase process your personal data included in the contact form and order details, so that the finance company can assess whether you meet the requirements to access your payment methods and to adapt these payment methods to your profile.

6. Cash on delivery

This payment method is offered for shipments to Peninsula with an additional cost. In order to pay cash to the courier at the time of delivery, you have to select "cash on delivery" in both shipping method and payment method. In this step you will be informed of the extra charge for the payment method. Not applicable to certain products, amounts and shipping zones.

Validity Of Prices And Offers

The products offered on the website, and the prices of these, will be available for purchase while they are in the catalog of products displayed through the website. Customers are kindly 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 Transport

In baluka.es we use several transport companies. When making the purchase, the system will offer the most efficient shipping method or, provided that for your order there is the possibility, will give you the option to choose.

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

Charges

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

Shipping

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

We do not ship to CANARY ISLANDS, CEUTA AND MELILLA.

Delivery times

Our beds and mattresses are unique and customized specifically for you. The delivery time for our beds and mattresses is 7 to 10 working days, although we try to speed it up as much as possible.

For all other products, the delivery time is 1 to 3 business days.

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

For some orders the system may offer an express delivery method for an additional charge.

If there are any unforeseen circumstances in the delivery of the order we will contact you through your email address, which we request when you register on the website, to find a solution. Alternatively we could contact you by phone, if you had provided it, or directly try a second delivery at the address provided. In case of not having been able to contact or deliver the product in the first or second visit, the customer will be responsible for contacting the carrier or with baluka.es through e-mail and will assume the additional costs that could suppose successive deliveries.

Carriers

The customer can choose the most efficient carrier in your area for your order to arrive in the best conditions provided that the system of choice, so it will mean that they are available.

• In the event that one of the deadlines is modified, Customer Service baluka.es will communicate, either by email or phone call, the approximate delivery time for the total shipment of your order. Similarly, you will be kept informed of any variation that may arise from this deadline.
• In the event that an order is composed of several different products, not all of which are available for shipment at the time the order is placed, the customer may request the partial shipment of his order and the subsequent shipment of the pending products. Such partial shipment may only be requested when the total shipment of the order will be delayed beyond the delivery times indicated on the web and this shipment must be finally approved by baluka.es, who will always have the final decision regarding the realization of partial shipments.
• Orders will not be served in post office boxes. We reserve the right to withhold the shipment of 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 different deliveries. The company reserves the right to do it this way due to differences in stock, logistic warehouses from which the shipment is made or other cases. This does not imply any additional cost for the customer. The customer will only pay once the shipping costs, unless, due to some special products, it is indicated at the time of purchase.

Warranty

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

Common Value Added Tax System Of The European Union

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

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

Prices for the Services may change at any time at baluka.com's sole and exclusive discretion. The Services do not provide price protection or refunds in the event of price reductions or promotional offers.

RETURN AND CANCELLATION POLICY

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

The articles, colors and materials of our articles to personalize can vary slightly of the samples exposed in the Web according to availability, although always we will maintain the maximum quality and the characteristics of the design. In case of second orders that are replicas of the first, please take this into account.

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

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

CANCELLATIONS

The customer may cancel his order and request a full refund if the order has not yet been shipped. To do this, you must contact us as soon as possible from 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 personalization has been requested (inscription of name, photograph or any type of message), the customer may cancel the order and request a full refund if the status of the order has not been changed to "in process of preparation" or higher.

REFUNDS

a) Defective item or shipment of an item in place of another item by mistake:

If any of these conditions are met, complying 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 checked that the product is in normal condition and that it does not show signs of tampering.

In order to start a return process, before doing it, it will be necessary to communicate it via email to hola@baluka.es where we will indicate the steps to send the order to us. We will not accept returns without the previous mentioned communication.

Baluka Pets will not accept the shipments to postage due or cash on delivery and in which the expenses of shipment and return have not been paid.

It is necessary that the product is in perfect state of conservation, without apparent signs of use, with all its accessories and properly packaged.

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

b) Withdrawal of the purchase:

The withdrawal is the power of a consumer to return a purchased good to the trade within a legal period, without having to allege or give any explanation about it or suffer a penalty.

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

"Products ordered remotely that are made to measure or with some distinctive personalization according to customer specifications: clothing, personalized items with names, photographs or any type of message, etc., or that are susceptible to copying (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, no refunds are allowed.

In the case of non-personalized products, the company will respect the period of time published on the web at the time of purchase, which may vary depending on the promotion in force at the time and may reach 30 or 60 days, but 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 verified that the product has arrived in the proper packaging, in perfect condition and without obvious signs of excessive use, we will proceed to refund the amount paid for the product and shipping (if any charge), less the amount for the return shipping, which will always be borne by the customer and any cost of those provided in Articles 107.2 and 108, in accordance with the provisions of BOE-A-2014-3329.

How to return products in the accepted cases:

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

• No freight collect returns will be accepted.
• You must have notified baluka.es the desire to withdraw and have obtained the corresponding authorization before shipping.
• The customer will be provided access to our returns portal to manage the request.
• You must enter the product(s) in a properly packaged package. The return address is on 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, baluka.es reserves the right not to make new shipments to the customer.

baluka.es proceed to refund in the form of payment that the customer has used to place the order, and such reimbursement shall be subject to the right of baluka.es to retain amounts for returned products that are damaged. We will refund the amount paid for the product(s) returned minus the shipping costs (if applicable).

EUROPEAN CONSUMER LAW

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

To resort to 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 attention to our customers.

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

• Phone / WhatsApp: 605222111
• Email: hola@baluka.es

Confidentiality

It is confidential all information and documentation used during the recruitment, development and implementation of services that regulate relations between baluka.es and the Client.

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

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

For more information about privacy: see our Privacy Policy.

Data Protection Policy

For complete information about your rights and the data protection policy that we apply to this website and all our services, we recommend you visit our Privacy Policy and Cookie Policy.

Limitation Of Liability

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

The user / customer 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 customer agrees to immediately notify baluka.es of any breach of security of the portal.

baluka.co.uk will not be liable for any loss arising from improper or unauthorized use of its website.

The customer agrees to hold harmless baluka.es from claims, losses, expenses, damages and costs (including direct, incidental, consequential, punitive, exemplary and indirect damages), and reasonable attorneys' fees as a result of any breach by the customer/buyer of these conditions, whether or not considered material or immaterial; the use or misuse of the Services by you or anyone acting on your behalf or using your account on baluka.es or for any material or immaterial violation of any right, title or interest of any third party.

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

baluka.es not be liable for any consequence, damage or injury that may arise from the misuse of the products supplied.

Language

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

Jurisdiction and Applicable Laws

DOS AND ONE TRILOGIC, SL and THE CLIENT, will be governed to settle any controversy that could derive from the access, or use of this page Web, by the Spanish legislation, and are put under the Courts and Courts of the city of Barcelona.

Terms of service for mobile devices

baluka pets

Last updated: November 5, 2024

The baluka mascotas mobile messaging service (the "Service") is operated by baluka mascotas ("baluka mascotas", "us", "we", or "us"). Your use of the Service constitutes your acceptance of these terms and conditions ("Mobile Terms"). We may modify or terminate the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Device Terms at any time and your continued use of the Service after the effective date of such changes will constitute your acceptance of such changes.

By consenting to the baluka pets text message/SMS service, you agree to receive recurring text message/SMS messages from and on behalf of baluka pets through your wireless carrier at the cell phone number you provided, even if your cell phone number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, special offers, and other marketing offers (e.g., shopping cart reminders).

You understand that you do not have to register for this program to make purchases and that your consent is not a condition of making any purchase with baluka pets. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messages imposed by your wireless carrier. The frequency of messages varies. Message and data rates may apply. Check your wireless plan and contact your wireless carrier for more information. You are solely responsible for all charges related to text/SMS messages, including charges from your wireless carrier.

You can unsubscribe from the Service at any time. Send a text message with the keyword STOP to baluka or click the unsubscribe link (if available) in any text message to cancel. You will receive a one-time unsubscribe confirmation text message. No further messages will be sent to your mobile device unless initiated by you. If you have subscribed to other baluka pets mobile messaging programs and wish to cancel them, except where otherwise required by applicable law, you must unsubscribe separately from those programs by following the instructions provided in their respective mobile terms.

For assistance or technical support, please email hola@baluka.es.

We may change any short code or phone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including STOP or HELP requests, that you send to a short code or telephone number that we have changed may not be received and we will not be responsible for honoring requests made in such messages.

Wireless carriers that support the Service are not responsible for delayed or undelivered messages. You agree to provide us with a valid mobile telephone number. If you obtain a new cell phone number, you must register for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for the failed, delayed or misdirected delivery of any information sent through the Service, for any errors in such information and/or for any actions you may or may not take in reliance on the information or the Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Policy.