Last updated: 8 November 2026

These terms govern purchases in the online shop of DOS DOG S.L., makers in Lugo of natural snacks and oils for dogs and cats. By placing an order you confirm that you have read and accepted them.

1. Who is selling

DOS DOG S.L., Tax ID (CIF) B10565042, Rúa Nicolás Taboada Leal, E1, 3.º, 27003 Lugo (Spain). E-mail: info@dosdog.es. We make our products at our own facilities in Lugo.

2. Products and prices

• We sell natural dehydrated snacks, chews and oils for dogs and cats. They are complementary feed: they do not replace your pet's main diet.
• Each product page shows the composition, analytical constituents, presentation, available formats and the animal it is intended for. Photos are for guidance only: as these are natural products, the colour, shape and size of each piece may vary.
• Prices are shown in euros and include VAT. Shipping costs are shown before you pay.
• When we advertise a discount, we also show the lowest price of the previous 30 days.
• If, due to an obvious error, a price is clearly wrong, we will let you know before shipping the order so you can decide whether to keep it or cancel it with a full refund.

3. How to place an order

1. You add products to the cart and go to checkout.
2. You enter your contact and delivery details (with or without an account) and choose the shipping option.
3. You review the summary with the total price and press the payment button, which clearly states that the order involves an obligation to pay.
4. We send you the order confirmation by e-mail, which serves as proof of purchase. You can check it in My account or in Order tracking.

The contract is concluded in the language you are browsing in (Spanish, Galician, English, French, German or Portuguese) and is stored in our systems.

4. Payment methods

Credit or debit card and other methods offered by Stripe (such as Apple Pay, Google Pay or Klarna, depending on your device and country) and PayPal. The charge is made when the order is confirmed. We do not store your card details.

5. Shipping and delivery

Times, areas and costs are detailed in Shipping and returns. Unless stated otherwise, we deliver within a maximum of 30 days from order confirmation; usually within 24-72 working hours. If we cannot meet the deadline, we will let you know and you can cancel with a full refund.

When you receive the parcel, check that the packaging is in good condition. If you see dents, tears or damp, tell the courier and let us know (see section 7).

6. Returns and right of withdrawal

As a consumer, you have the right to withdraw from the contract within 14 calendar days from when you receive your order, without giving any reason.

How to withdraw: the easiest way is with one click.

1. Go to My account › Orders and open the order. If you bought without an account, use Order tracking with your order number and e-mail.
2. Press "Withdraw from contract" and confirm. If you like, you can tell us the reason.
3. You will immediately receive a confirmation e-mail, and we will tell you how to return the product.

You can also tell us by e-mail at info@dosdog.es or by post to our address. No special format is needed: just give us your name, the order number and say that you wish to withdraw.

Returning the product: send it back without undue delay and no later than 14 days after telling us you are withdrawing, well protected so that it arrives intact. You bear the cost of returning it, unless the product arrived damaged, faulty or was the wrong item.

Refund: we will refund all payments received, including standard shipping costs, within 14 days at the latest from receiving your withdrawal, using the same payment method. We may wait until we receive the product or proof that you have sent it before refunding. If you return only part of the order, we refund the corresponding part.

See the model withdrawal form (optional)

(Complete and return this form only if you wish to withdraw from the contract.)

To DOS DOG S.L., Rúa Nicolás Taboada Leal, E1, 3.º, 27003 Lugo — info@dosdog.es:

I hereby give notice that I withdraw from my contract of sale of the following goods: ____________________

Order no.: __________ · Ordered on / received on: __________

Name of consumer: ____________________

Address of consumer: ____________________

Signature (only if this form is notified on paper) · Date: __________

7. Damaged, faulty or wrong product

If a product arrives with the packaging broken or open, in poor condition, past its best-before date, or is not what you ordered:

1. Write to us at info@dosdog.es with your order number and a photo of the product and the packaging. Please do so as soon as possible, ideally within 7 days of delivery, so we can check it with the courier.
2. Don't give it to your pet, and keep it until we reply: we may need to collect it.
3. We will send you a new product or refund you, whichever you prefer, at no cost to you.

Telling us early helps us sort it out sooner, but it does not limit your legal rights.

8. Product guarantee

We are liable for any lack of conformity of our products under Articles 114 et seq. of the TRLGDCU. Since these are food products, the guarantee means that the product:

• arrives in good condition, with the packaging closed and intact;
• matches the description on the product page (composition, weight and format);
• remains fit for consumption until its best-before date, provided it is stored as indicated on the packaging (in a cool, dry place, and tightly closed once opened).

Natural variation in the colour, shape or size of the pieces is not a lack of conformity, nor is deterioration caused by incorrect storage or by going past the best-before date. If you spot a problem, follow the steps in section 7: we will replace it or refund you.

9. Responsible use of the snacks

• Follow the recommended portion on the packaging according to your pet's weight, and always provide fresh water.
• Supervise your dog or cat while eating, especially with hard chews (ears, feet, bones): take them away when only small pieces are left that could be swallowed whole.
• Choose the right hardness for their age and teeth. If your pet has dental or digestive problems, allergies or is on a veterinary diet, check with your vet first.
• Introduce new products gradually.
• The suggestions we show you based on your pet's profile (for example, allergy warnings) are for guidance only and do not replace the advice of a vet.

10. Subscriptions

• When you subscribe, you receive the chosen product at the frequency you specify, at the price shown when signing up (with the subscription discount) plus shipping.
• Payment is taken automatically for each delivery using the payment method you used when signing up.
• You can cancel at any time from My account › Subscriptions, with no minimum term or penalty. Cancellation takes effect before the next charge.
• If we change the price, we will let you know before the next charge so you can cancel if you do not agree.
• Each delivery is a separate order: the right of withdrawal and the guarantee in these terms apply to it.

11. Lusco & Fusco Card points programme

Customers with an account earn points on their purchases and can redeem them for discount vouchers under the conditions shown in My account. Points have no cash value and cannot be transferred. If you return an order, the points it earned are removed. If you delete your account, your accumulated points are lost.

12. Business customers

Purchases by shops, groomers, clinics and other professionals through the B2B area are governed by the commercial terms agreed with each customer. The right of withdrawal and other consumer rights do not apply to purchases made as a business or professional.

13. Customer service and complaints

You can contact us at info@dosdog.es. We reply as soon as possible and, in any case, within one month at the latest. Official complaint forms (hojas de reclamaciones) are available to you. DOS DOG S.L. is not a member of the Spanish Consumer Arbitration System (Sistema Arbitral de Consumo) or of any other alternative dispute resolution body. If you are not satisfied with our reply, you can contact the consumer affairs services of your autonomous community or go to the courts.

14. Applicable law

These terms are governed by Spanish law. If you are a consumer, you may bring proceedings before the courts of your place of residence.