Terms and conditions
Puppyssimo Online Store
Last updated: December 2025
1. General Provisions
These Terms of Service (hereinafter: Terms) govern the relationship between visitors and customers of the Puppyssimo online store, available at: https://puppyssimo.com, and the craft business Puppyssimo, craft business for production, trade, and services, owned by Eleonora Petković, headquartered in Pula, Kochova 15, OIB: 03978923092 (hereinafter: Seller).
These Terms apply to all users who access the online store, browse its content, or make purchases through the online store. By using the online store and/or completing a purchase, the user is considered fully informed of these Terms and agrees to them.
The Seller reserves the right to modify the content and Terms of Use without prior notice, and all changes take effect on the day they are published on this page. We recommend that users regularly check this page to stay informed of any changes.
The terms of operation of the online store (https://puppyssimo.com) are prepared in accordance with the current Consumer Protection Act (ZZP) and the Obligations Act (ZOO).
Please read carefully all the terms of purchase and business operations below.
2. Seller Information
The Seller is:
Puppyssimo, craft business for production, trade, and services
Owner: Eleonora Petković
Headquarters: Kochova 15, 52100 Pula, Croatia
OIB: 03978923092
Email: puppyssimo@puppyssimo.com
3. Products and Prices
The Puppyssimo online store offers carefully crafted pet products as well as other products that the Seller decides to offer for sale. All products are made in Pula in small batches, with special attention to quality, functionality, and design.
All prices are expressed in euros (EUR). Prices are valid at the time of order and may change without prior notice. In case of technical errors or incorrect product or price information, the Seller reserves the right to cancel the order and notify the customer immediately.
Product photos and descriptions displayed on the website may slightly differ from the actual product due to handmade production, lighting conditions during photography, or screen settings.
Puppyssimo may periodically offer certain products on sale at its discretion. These products will be available under the same conditions to all customers or to a specifically defined group of customers.
After the sale period expires, Puppyssimo will not accept new orders under the terms of the expired promotion.
4. Ordering and Contract Formation
A customer is any legal or natural person who places an order and makes payment through the online store.
Customers can order products via the online store in a simple and secure way. The ordering process includes selecting desired products, adding them to the cart, entering personal and contact details, choosing payment and delivery methods, and confirming the order.
By submitting an order through the online store, the customer confirms that they are familiar with these Terms and accept the conclusion of a distance sales contract in accordance with the Consumer Protection Act. After receiving the order, the Seller sends the customer an electronic order confirmation to the provided email address.
The invoice received by the customer together with the ordered goods or electronically (via email) serves as confirmation of the concluded contract and contains all necessary information as required by Article 57 of the ZZP.
Ordering through the online store is possible 24 hours a day, 7 days a week.
All products listed in the online store are either in stock or will be produced within a few days from the order date, and are available in limited quantities. The Seller undertakes to deliver all ordered products available at the time of order. If a product is no longer available, the customer will be promptly informed and offered a refund or a replacement product.
The customer is responsible for the accuracy and completeness of the information entered during registration and ordering.
5. Payment Methods
Customers can choose one of the following payment methods:
Card payment via the secure Stripe online payment system
Bank transfer (virman) according to the offer sent to the customer via email
All payment and personal data are processed according to the highest security standards and are not stored or processed on the online store servers.
Card Payment via Stripe Online Payment System
Payment on the Puppyssimo online store is processed through the Stripe system, which protects your data. This means that Puppyssimo and Stripe do not have access to your card number; only the card issuer and cardholder do.
Stripe is a virtual POS system that provides secure authorization and online payment services for credit and debit cards for internet sales platforms. All data of participants in the purchase process are protected by the system’s security protocols.
6. Delivery and Shipping
Delivery is carried out via contracted courier services (GLS or BOX NOW). The delivery cost is clearly indicated before completing the order, and the customer is informed of the total amount before confirming the purchase.
Delivery time within Croatia usually ranges between 2 and 5 business days. For other EU countries, delivery is carried out via courier services (GLS or Croatian Post), with a delivery time of 5 to 7 business days, unless otherwise specified. For islands and remote locations, delivery may take longer. For countries outside the EU, delivery is carried out via Croatian Post, with an estimated delivery time of 15 to 30 business days, which may be longer depending on the destination.
Products will be packaged to prevent damage during normal handling in transit. In case of visible damage to the shipment, the customer is required to immediately notify the courier, refuse the package, and inform the Seller.
The Seller cannot influence delays caused by courier services, but will make every effort to ensure delivery as quickly as possible. Delivery speed may vary during holidays, non-working days, major sales events, or other situations affecting delivery.
7. Right of Withdrawal (Product Returns)
The customer has the right to unilaterally withdraw from a distance contract within 14 days of receiving the product, without giving any reason. To exercise this right, the customer must send the Seller a written notice of withdrawal via email and return the product unused, undamaged, and in its original packaging.
The cost of returning the product is borne by the customer, except when the product is defective or the wrong item was sent. Once the Seller receives the returned product and verifies its condition, a refund will be issued within 14 days.
Products made to customer specifications or personalized (e.g., with a pet’s name) are not subject to the right of withdrawal unless defective or damaged.
The unilateral withdrawal form can be found here.
8. Complaints and Material Defects
The customer has the right to submit a complaint if the product has a material defect, an incorrect product was delivered, or the shipment was damaged during delivery. Complaints can be submitted via email or post, including photos of the damage and proof of purchase.
The Seller will confirm receipt of the complaint and respond within 15 days. If the complaint is justified, the customer will be offered repair, replacement, a price reduction, or a refund.
9. Data Protection
The Seller collects and processes customers’ personal data exclusively for the purposes of order processing, communication with the customer, and fulfilling legal obligations.
More information on personal data processing is available on the Privacy Policy page on the online store.
The Seller processes personal data in accordance with the General Data Protection Regulation (GDPR) and does not share data with third parties except when necessary for delivery or legal obligations.
10. Website Use
The content of the online store is intended exclusively for personal use by customers. Unauthorized use, copying, publishing, or modifying content without explicit written permission from the owner is prohibited.
The Seller strives to maintain accuracy and up-to-date information but cannot guarantee that all data will always be completely accurate. The Seller is not responsible for technical errors, temporary unavailability of the site, or damage resulting from the use of the webshop’s content.
11. Intellectual Property
All texts, photos, graphics, logos, and other content published on the online store are the property of Puppyssimo or used with permission from the copyright holder. Reproduction, distribution, or publication without prior written consent is prohibited.
12. Disclaimer
The Seller is not responsible for any damages resulting from improper use of products, failure to follow instructions, or incorrect maintenance. The Seller is also not liable for delivery delays caused by third parties (courier services) or force majeure.
The Seller is not responsible for any damages resulting from improper use of products, failure to follow instructions, incorrect maintenance, or the use of information from this website for purposes beyond their intended use.
By accessing this website, the user releases and holds harmless the service provider/owner and creator of this website, Puppyssimo, from any liability that may arise from improper use of products purchased through this online store.
All products sold through this online store are considered original products, and Puppyssimo cannot be held liable for any injury or damage resulting from the use of products purchased through the online store.
All content on this website is for informational or educational purposes.
All products available through this website remain the property of the Seller until full payment of the purchase price is completed.
The end user explicitly agrees that the use of the online store (https://puppyssimo.com) is at their own risk, and Puppyssimo does not guarantee any consequences that may result from using this website.
The Seller reserves the right to deny service or cancel an order at its discretion, without limitation or reason.
13. Dispute Resolution
In case of disagreement or dispute, the customer and Seller will attempt to resolve the issue amicably. If an agreement is not possible, the competent court according to the Seller’s headquarters has jurisdiction.
Customers may also use alternative dispute resolution for consumer disputes via the Online Dispute Resolution (ODR) platform, available at: https://ec.europa.eu/consumers/odr
14. Changes to Terms
The Seller reserves the right to modify these Terms at any time without prior notice. All changes take effect on the day they are published on the online store. We recommend users regularly check this page to review the current Terms of Service.
15. Contact
For any additional information, inquiries, or complaints, you can contact us at:
Email: puppyssimo@puppyssimo.com
Address: Puppyssimo, craft business for production, trade, and services, owned by Eleonora Petković, Kochova 15, 52100 Pula, Croatia
OIB: 03978923092