Terms of service
Terms and Conditions of Sale
Contents
- General Provisions
- Definitions
- Seller’s Details
- Store Usage Rules
- Buyer’s Rights and Obligations
- Seller’s Rights and Obligations
- Order Placement and Contract Conclusion
- Product Prices and Payment Terms
- Delivery Conditions
- Transfer of Ownership and Risk
- Product Quality and Warranty
- Return and Contract Withdrawal Procedure
- Complaints and Dispute Resolution
- Limitation of Liability
- Intellectual Property
- Personal Data Protection (GDPR)
- Amendments to the Terms
- Governing Law and Jurisdiction
- Final Provisions
1. General Provisions
1.1. These Terms and Conditions of Sale (hereinafter – the Terms) establish the rules for using the online store www.groomica.eu (hereinafter – the Store), the procedure for concluding, executing, and terminating purchase–sale agreements, as well as the rights, duties, and responsibilities of the Seller and the Buyer.
1.2. The Terms are prepared in accordance with the Civil Code of the Republic of Lithuania, the Law on Consumer Rights Protection of the Republic of Lithuania, the Law on Electronic Commerce, the Law on Legal Protection of Personal Data, as well as the legislation of the European Union, including Directive 2011/83/EU on consumer rights.
1.3. By placing an order in the Store, the Buyer confirms that they have read these Terms, understood them, and agree to comply with them.
1.4. The Seller reserves the right to amend or supplement the Terms at any time by publishing them in the Store. Amendments take effect from the moment they are published and apply to all orders placed after the publication date.
1.5. If any provision of the Terms contradicts the law or becomes invalid, this does not affect the validity of the remaining provisions.
2. Definitions
2.1. Seller – UAB Groomica (company code: 307092132, VAT payer code: LT100017601817, registered address: Pašventės kaimas 11, Ignalina district, Lithuania, email: hello@groomica.eu), managing the online store www.groomica.eu.
2.2. Buyer – any natural or legal person purchasing products in the Store:
– Consumer – a natural person acting for purposes not related to business or profession;
– Business Client – a legal or natural person acting for business, trade, craft, or professional purposes.
2.3. Products – all goods offered in the Store, including but not limited to: pet care products, cosmetics, food, equipment, accessories, furniture, transportation items.
2.4. Order – a set of actions performed by the Buyer in the Store, when selected products are added to the cart, an order is formed, necessary data are provided, and a payment method is chosen.
2.5. Purchase–Sale Agreement – a distance contract concluded between the Seller and the Buyer for the purchase of goods in the Store, considered concluded from the moment the Seller confirms the order.
2.6. Working Day – a calendar day from Monday to Friday, excluding public holidays established by the laws of the Republic of Lithuania.
2.7. Delivery Time – the period within which the Seller undertakes to hand over the goods to the Buyer or to dispatch them via the chosen courier/parcel terminal.
2.8. Large-sized Goods – goods whose size or weight exceeds the standard parcel box (e.g., cages, grooming tables, baths, furniture, dryers), delivered for an additional fee or by separate agreement.
3. Seller’s Details
3.1. Seller: UAB Groomica
3.2. Company code: 307092132
3.3. VAT payer code: LT100017601817
3.4. Registered office: Pašventės kaimas 11, Ignalina district, Lithuania
3.5. Email for general inquiries: hello@groomica.eu
3.6. Website: www.groomica.eu
3.7. Company data are collected and stored in the Register of Legal Entities.
3.8. The Seller is responsible for the accuracy of all information provided in the Store, including prices, descriptions, and images, but reserves the right to: adjust product information (including prices, descriptions, images); remove or replace products without prior notice; restrict or terminate access to certain services if required by law or due to security reasons.
3.9. The Seller conducts its activities in compliance with the laws of the Republic of Lithuania and the legislation of the European Union.
4. Store Usage Rules
4.1. The Store is accessible to all persons, but only the following may use its services and conclude a purchase–sale agreement: legally capable adults; legal entities; minors between 14 and 18 years of age – only with the consent of parents or guardians, except in cases when they dispose of their own funds.
4.2. The Buyer must ensure that the data provided (name, surname, address, email, phone number, etc.) are accurate and correct. The Seller is not responsible for losses arising from inaccurate or incorrect data provided by the Buyer.
4.3. The Buyer undertakes to use the Store only for lawful purposes and not to act in any way that could harm the functioning of the Store, the Seller, or third parties.
4.4. Prohibited actions: using the Store for fraudulent or illegal transactions; performing actions that may disrupt the functioning of the Store (e.g., automated data collection or attempts to hack the system); using other persons’ data without their consent.
4.5. The Seller has the right to restrict or suspend the Buyer’s ability to use the Store if it is determined that the Buyer violates these Terms or applicable laws.
4.6. The Store may contain links to third-party websites. The Seller is not responsible for the content of such websites, the services they provide, or their privacy policies.
5. Buyer’s Rights and Obligations
5.1. Buyer’s Rights
- 5.1.1. To purchase goods in the Store in accordance with these Terms and applicable legislation.
- 5.1.2. To request detailed information from the Seller about the goods: main characteristics, price, taxes, warranty conditions, delivery times, etc.
- 5.1.3. To withdraw from the purchase–sale agreement within 14 calendar days from the date of receipt of the goods (except for cases provided in law or these Terms).
- 5.1.4. To return or exchange defective goods in accordance with applicable legislation.
- 5.1.5. To use all consumer protection remedies provided by law, including the right to apply to the State Consumer Rights Protection Authority or to use the European Commission’s Online Dispute Resolution (ODR) platform.
5.2. Buyer’s Obligations
- 5.2.1. To provide accurate and correct data when placing an order.
- 5.2.2. To promptly update information if it changes (e.g., contact details, delivery address).
- 5.2.3. To pay for the goods and delivery services on time.
- 5.2.4. To accept the ordered goods at the place of delivery and sign delivery documents.
- 5.2.5. To check the condition of the shipment upon receipt and, if any damage is noticed, inform the courier and the Seller.
- 5.2.6. To use the purchased goods only for their intended purpose, in accordance with instructions, manufacturer’s guidelines, and safety requirements.
- 5.2.7. Not to engage in actions that infringe the rights of the Seller or third parties (e.g., intellectual property, trade secrets).
5.3. If the Buyer fails to comply with their obligations, the Seller has the right to suspend or terminate the execution of the order, and in case of material breaches – to terminate the contract.
6. Seller’s Rights and Obligations
6.1. Seller’s Rights
- 6.1.1. To refuse to accept or fulfill an order if the Buyer does not comply with these Terms or provides false data.
- 6.1.2. To temporarily or completely suspend the Store’s operations without prior notice if necessary for technical maintenance, system updates, or due to force majeure.
- 6.1.3. To unilaterally change product prices, assortment, promotions, delivery rates, and other information in the Store without prior notice to the Buyer. Such changes do not affect already confirmed orders.
- 6.1.4. To restrict or suspend the Buyer’s access to the Store if it is determined that the Buyer’s actions harm the Store, the Seller, or third parties.
- 6.1.5. To claim compensation for direct damages suffered due to the Buyer’s fault.
6.2. Seller’s Obligations
- 6.2.1. To ensure that information about goods in the Store complies with legal requirements (price, characteristics, manufacturer, expiry date, etc.).
- 6.2.2. To properly and fairly fulfill concluded purchase–sale agreements.
- 6.2.3. To deliver goods on time and in proper condition to the address specified in the order.
- 6.2.4. To provide the Buyer with an invoice or other proof of purchase.
- 6.2.5. To protect the Buyer’s personal data in accordance with GDPR and other legal requirements.
- 6.2.6. To inform the Buyer about any changes that may affect the order execution (e.g., supply disruptions, delivery delays).
- 6.2.7. To handle Buyer complaints in accordance with legislation and within prescribed deadlines.
7. Order Placement and Contract Conclusion
7.1. The Buyer may place an order in the online store www.groomica.eu by selecting desired goods, adding them to the cart, and completing all order steps until the final confirmation.
7.2. The purchase–sale contract is considered concluded from the moment the Buyer: selects the product(s); provides the necessary details (name, surname/company details, delivery address, contacts); selects a payment method; confirms the order by clicking the “Confirm Order” button or equivalent functionality; pays for the goods or chooses payment upon delivery (if such an option is provided).
7.3. The Seller confirms receipt of the order by sending the Buyer an automatic email. If the Buyer does not receive confirmation, the order is deemed not successfully placed.
7.4. The Seller has the right to refuse to execute an order in the following cases: if the Buyer provides false or incomplete data; if the Buyer fails to fulfill obligations (e.g., does not pay on time); if due to a technical error an obviously incorrect price or description is displayed.
7.5. In such cases, the Seller immediately informs the Buyer about the cancellation, and if payment has already been made – refunds the amount paid within 14 days.
7.6. All orders are registered and stored in the Seller’s system in accordance with legal retention periods.
8. Product Prices and Payment Terms
8.1. All prices of goods in the Store are indicated in euros (EUR), including all applicable taxes (including VAT), but excluding delivery costs, which are calculated and displayed to the Buyer during checkout.
8.2. Delivery cost depends on: order amount; selected delivery method; delivery country; weight and dimensions of the goods.
8.3. The Seller reserves the right to adjust the delivery cost if the system miscalculated it due to the weight, dimensions, or other conditions affecting shipping costs. In such case, the Buyer is informed before dispatch, and the order is executed only after the Buyer confirms the updated cost.
8.4. The Buyer may pay for the goods by: online banking through major Lithuanian and EU banks; bank cards (Visa, MasterCard, Maestro, etc.); Shopify Payments or other supported international payment systems; bank transfer to the Seller’s account; other methods specified in the Store at the time of order.
8.5. The order is processed only after payment is received, except in cases where payment upon delivery is available (if such option is provided).
8.6. The Seller undertakes to issue and provide the Buyer with an invoice or other accounting document in accordance with Lithuanian law.
8.7. If a technical error occurs during checkout resulting in an incorrect price, the Seller has the right to cancel the order, inform the Buyer, and refund all paid amounts within 14 days.
9. Delivery Conditions
9.1. Delivery methods and timelines
- 9.1.1. Goods are delivered to EU countries via courier services (FedEx, DPD, and other local partners).
- 9.1.2. Once the parcel is handed over to the courier, a tracking number is sent to the Buyer.
- 9.1.3. Order preparation takes 1–6 business days from confirmation. During high-demand periods (e.g., promotions), this may take longer.
- 9.1.4. Courier delivery time is calculated only from the moment the parcel is handed over. Indicative timelines (business days):
– Lithuania: 1–2 days
– Latvia, Estonia: 1–3 days
– Other EU countries: 4–9 days, depending on country and courier
Total delivery time = order preparation (1–6 business days) + courier delivery time.
9.2. Free delivery rules
- 9.2.1. Free delivery applies only when the order amount exceeds the threshold specified in the Store, depending on the delivery country.
- 9.2.2. Free delivery does not apply to oversized goods (e.g., cages, furniture, grooming tables, bathtubs, dryers) exceeding standard package dimensions. These are charged additionally.
9.3. Delivery of oversized goods
- 9.3.1. Oversized goods are delivered on pallets or via special transport, and the cost is calculated individually.
- 9.3.2. The Buyer may collect oversized goods from the Seller’s warehouse (Vilnius) or arrange transport independently.
9.4. Liability for delivery delays
- 9.4.1. All delivery times are indicative and may change due to circumstances beyond the Seller’s control (e.g., customs, courier issues, public holidays, force majeure).
- 9.4.2. The Seller is not responsible for delays if the goods were handed over to the courier on time.
- 9.4.3. If the parcel is not delivered within 30 calendar days after handover, the Buyer has the right to terminate the contract, and the Seller refunds the full amount within 14 days.
9.5. Customs duties, import taxes, and clearance
- 9.5.1. If the delivery destination is outside the European Union or otherwise subject to customs procedures, the Buyer is solely responsible for paying any applicable import duties, customs fees, import VAT, clearance charges, brokerage/administration fees, and any other taxes or charges imposed by the destination country.
- 9.5.2. Such charges are not included in the product price or delivery fee displayed in the Store, unless explicitly stated otherwise.
- 9.5.3. The Buyer is responsible for providing any information required for customs clearance and for completing all necessary formalities on time. Delays caused by customs procedures are beyond the Seller’s control and are not considered a delivery delay attributable to the Seller.
- 9.5.4. If the Buyer refuses to pay customs-related charges or fails to complete customs clearance, and the shipment is returned, abandoned, or destroyed, the Seller may deduct all related costs (including return shipping, storage, and handling fees) from any refundable amount.
- 9.5.5. The Buyer outside the EU are acting as the Importer of Record and are responsible for ensuring that the purchased products (e.g., pet cosmetics, pet food products, grooming tools) comply with their local import regulations. Groomica does not provide country-specific veterinary, sanitary, or FDA-style certificates. We are not responsible for packages seized, delayed, or destroyed by local customs due to missing import licenses or restricted ingredients. In such cases, no refunds will be issued for shipping costs or destroyed goods.
10. Transfer of Ownership and Risk
10.1. Ownership of the goods transfers to the Buyer when the Seller hands the goods over to the courier or another delivery service provider, provided the Buyer has fully paid for the goods.
10.2. The risk of loss or damage to goods passes to the Buyer at the moment of handover to the courier.
10.3. If the Buyer provides an incorrect address or otherwise fails to ensure proper delivery, the risk transfers from the moment the parcel was delivered according to the incorrect data.
10.4. Upon receipt, the Buyer must check the condition of the goods. If damage is found, the Buyer must record it in the courier’s document and immediately inform the Seller.
10.5. The Seller is not liable for courier actions or undelivered parcels if the goods were properly handed over to the delivery provider.
11. Product Quality and Warranty
11.1. The Seller undertakes to provide only quality goods, properly packaged and compliant with legal requirements.
11.2. Main characteristics, composition, intended use, and instructions are provided in the Store or with the product packaging.
11.3. Goods are covered by: statutory warranty – 24 months from delivery to the Buyer; manufacturer’s warranty – if provided and clearly stated.
11.4. Warranty does not apply if: the product was used improperly or against instructions; unauthorized repair or modification was carried out; damage occurred due to improper storage, negligence, or intentional damage.
11.5. If the Buyer receives a defective product, they may within a reasonable time request: free defect removal; free replacement with a product of proper quality; a proportional price reduction; return of the product and a refund (if defects are substantial).
11.6. The Seller is not liable for differences in colors, shapes, or parameters if caused by the Buyer’s display or equipment technical features.
11.7. Quality issues are resolved in accordance with the Civil Code of the Republic of Lithuania and the Law on Consumer Protection.
12. Return and Contract Withdrawal Procedure
12.1. Consumer’s right to withdraw within 14 days
- 12.1.1. The consumer (natural person purchasing for personal purposes) has the right to withdraw from a distance contract within 14 calendar days of receiving the goods without giving a reason.
- 12.1.2. The Buyer must inform the Seller in writing via email hello@groomica.eu, indicating the order number and items to be returned.
- 12.1.3. The Buyer must return the goods within 14 calendar days of sending the notice, at their own expense unless the Seller agrees to cover delivery costs.
12.2. Return procedure
- 12.2.1. Returned goods must be unused, undamaged, in their original packaging with labels, and retaining their commercial appearance.
- 12.2.2. For goods returned in acceptable condition, the Seller undertakes to refund the Buyer the full amount paid, including the original delivery fee, within 14 days of receiving the goods. Refunds are made using the same means of payment that the Buyer used for the original transaction.
- 12.2.3. If the goods are damaged or have lost value due to the Buyer’s fault, the Seller has the right to proportionally reduce the refundable amount.
- 12.2.4. To ensure security and prevent fraud (including compliance with anti-money laundering regulations), refunds are strictly issued only using the same means of payment (to the same bank account or payment card) that the Buyer used for the original transaction. Under no circumstances will refunds be transferred to a different bank account or a third party.
12.3. Goods for which the right of return does not apply
Pursuant to Article 6.228(10) of the Civil Code, the right of return does not apply to: pet food, hygiene and cosmetic products (e.g., shampoos, conditioners, sprays, drying agents) if their packaging has been opened or damaged; goods that have been used or tested to an extent that proper quality can no longer be ensured; single-use items which, by their nature, cannot be returned; goods manufactured or customized specifically for the Buyer based on an individual order.
12.4. Seller’s right to withdraw from the contract
- 12.4.1. The Seller has the right to withdraw from the contract and cancel the order if the Buyer fails to pay within the specified period or violates other provisions of the Terms.
- 12.4.2. In such a case, the Seller shall refund to the Buyer all amounts paid within 14 days, except for additional costs incurred due to the Buyer’s fault.
13. Complaints and Dispute Resolution
13.1. A Buyer who believes that their rights have been violated has the right to submit a written complaint to the Seller by email at hello@groomica.eu or by registered mail to the Seller’s registered office address.
13.2. The Seller undertakes to examine the complaint and respond within 14 calendar days from the date of receipt. If, for objective reasons, a response within this period is not possible, the Seller shall promptly inform the Buyer and indicate a new reasonable deadline.
13.3. If the Buyer’s complaint is not upheld or the Buyer disagrees with the Seller’s response, the Buyer has the right to contact: the State Consumer Rights Protection Authority (VVTAT) – www.vvtat.lt; the European Commission’s Online Dispute Resolution (ODR) platform – https://ec.europa.eu/odr.
13.4. Disputes may also be resolved through negotiation, seeking a mutually acceptable agreement.
13.5. If the dispute cannot be resolved amicably, it shall be settled by the competent court of the Republic of Lithuania according to the Seller’s registered office location.
14. Limitation of Liability
14.1. The Seller is not liable for losses arising from the Buyer’s failure to familiarize themselves with these Terms, although the opportunity to do so was provided.
14.2. The Seller is not liable for the actions or omissions of third parties (courier services, payment service providers, etc.) if the goods were handed over to such providers in a timely manner.
14.3. The Seller is not liable for delivery delays if they occurred due to circumstances beyond the Seller’s control, such as: disruptions in courier operations; customs procedures; strikes, quarantine, war, or other force majeure circumstances.
14.4. The Seller is not liable for technical disruptions in the Store’s operation if they occur due to third-party fault or force majeure.
14.5. The Seller’s liability is limited to direct losses incurred due to the Seller’s fault and may not exceed the amount paid by the Buyer for the order.
14.6. The Seller is not liable for indirect losses, including but not limited to lost income, loss of profit, reputational damage, or business interruption.
14.7. The Seller is not liable for discrepancies in colors, shapes, or other parameters of goods if caused by the technical characteristics of the Buyer’s equipment (e.g., monitor).
15. Intellectual Property
15.1. All information provided in the Store, including but not limited to product descriptions, texts, photos, logos, design, graphic materials, software code, and databases, is the property of the Seller or its partners and is protected by the laws of the Republic of Lithuania and international intellectual property regulations.
15.2. Without the Seller’s prior written consent, it is prohibited to: copy, reproduce, publish, distribute, or otherwise use the Store’s content for commercial purposes; modify, adapt, or create derivative works from the Store’s content; use the Seller’s trademarks, logos, or other brand identity.
15.3. The Buyer is granted the right to use the Store’s content for personal, non-commercial purposes related to purchasing goods or viewing information.
15.4. If the Buyer submits content in the Store (e.g., product reviews), the Buyer grants the Seller a non-exclusive, royalty-free, territory- and time-unlimited right to use such content for marketing and sales purposes (including publication in the Store, on social networks, in advertisements).
15.5. Any infringement of third-party intellectual property rights will be handled in accordance with applicable law, and the infringer will be required to compensate all losses incurred due to unlawful use.
16. Personal Data Protection (GDPR)
16.1. The Seller processes Buyers’ personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR), the laws of the Republic of Lithuania, and its Privacy Policy provided in the Store.
16.2. Processed personal data may include: name, surname, delivery address, phone number, email address, purchase history, payment data, and other information necessary to fulfill orders and provide customer service.
16.3. Personal data are processed for the following purposes: order acceptance and fulfillment; payment processing; delivery of goods; customer service and communication; warranty and return processes; compliance with legal obligations; direct marketing (only with the Buyer’s prior consent).
16.4. Personal data are stored only for as long as necessary to achieve the stated purposes, but no longer than permitted by law.
16.5. The Buyer has the right to: obtain information about the processing of their personal data; access the processed data; request the rectification of inaccurate or incomplete data; request the erasure of data (“right to be forgotten”) where grounds exist; restrict processing; object to processing for marketing purposes; data portability to another service provider.
16.6. The Buyer may exercise their rights by submitting a written request to the Seller by email at hello@groomica.eu.
16.7. If the Buyer believes that their data are being processed unlawfully, they have the right to apply to the State Data Protection Inspectorate or to lodge a complaint with an EU supervisory authority.
17. Amendments to the Terms
17.1. The Seller reserves the right to amend, supplement, or update these Terms at any time, taking into account changes in legislation, business needs, or the specifics of the Store’s operation.
17.2. Updated Terms enter into force from the moment they are published in the Store, unless otherwise specified.
17.3. Orders placed by the Buyer are executed in accordance with the version of the Terms in force at the time of order placement.
17.4. The Buyer is advised to review the current version of the Terms before each order.
17.5. If the Buyer continues to use the Store after changes to the Terms, it is deemed that the Buyer agrees with the updated version.
18. Governing Law and Jurisdiction
18.1. These Terms are drafted in accordance with and shall be interpreted under the laws of the Republic of Lithuania.
18.2. All disputes arising out of or relating to these Terms shall be resolved by negotiation. If the dispute cannot be resolved amicably, it shall be heard by the competent court of the Republic of Lithuania according to the Seller’s registered office.
18.3. The Consumer also has the right to use out-of-court dispute resolution procedures by contacting: the State Consumer Rights Protection Authority (VVTAT) – www.vvtat.lt; the European Commission’s ODR platform – https://ec.europa.eu/odr.
18.4. The provisions of these Terms may not be interpreted as limiting consumer rights provided by mandatory legal acts.
19. Final Provisions
19.1. These Terms constitute an integral part of the purchase–sale contract concluded between the Seller and the Buyer.
19.2. All notices related to the performance of the Terms are sent to the email address provided by the Buyer when placing the order and are deemed duly delivered within 24 hours of sending.
19.3. If any provision of the Terms is found to be invalid or unenforceable, this shall not affect the validity of the remaining provisions.
19.4. The Seller is not liable for failure to perform its obligations if caused by force majeure circumstances as defined by the laws of the Republic of Lithuania.
19.5. These Terms enter into force on the date of publication in the Store and remain valid until updated or amended.
19.6. The latest version of the Terms was approved and entered into force on 20 September 2025.