Terms and Conditions
Exclusive Final Sale!
Up to 45% off a wide selection of products!

The campaign is valid while stocks last and subject to longer delivery times. It does not apply to purchases made after the campaign period and cannot be combined with other offers.

MEMBER OFFER
Code: MEMBER20

The code is valid only during the campaign period and cannot be used for purchases made after the campaign has ended. The offer cannot be combined with other promotions or discounts and does not apply to sale items.
Not valid on: Satinox, Sprenger, Stierna and Equiband.

Information about PETSTER

Our goal is to offer a wide range and unique products for horses, riders, dogs, and cats. We also offer functional and comfortable outdoor clothing for women and men. If you are missing a product, you are always welcome to reach out to us with your needs. We have many suppliers in various countries and operate through our own e-commerce platforms in Sweden, Norway, Finland, Denmark, and Germany. Welcome!

Customer Service

If you have questions about products, orders, deliveries or how to return a product, please contact our customer service. We strongly encourage feedback as soon as possible. Email: contact@petster.eu

Order Confirmation

After completing your purchase, you will receive an order confirmation at the specified email address. Please note that different products have varying delivery times. If you have only ordered products with a delivery time of 2-4 business days*, your order is usually shipped the same day** or the next business day. If you have ordered items with different delivery times, your order will be delivered once all items are ready for picking at our warehouse. The order is binding and will not be delivered in parts.

*Delivery time is indicated above the purchase button for each product and in the shopping cart.  
**Applies to orders placed before 11:00 on business days.

Ordering

Products that cannot be delivered may be removed from your order without prior notice. If we consider the product significant to your order, we may contact you via email. Please note that different products have varying delivery times. If you have ordered items with different delivery times, your order will be delivered once all items are ready for picking at our warehouse. Orders are not delivered in parts.

Payment Options

PETSTER provides the following complete payment solutions that are fully integrated in our webshop.

Svea Private & Corporate (Invoice, Company invoice, Part-Pay, MasterCard, VISA and other payment services)
https://www.svea.com

PayPal (VISA, MasterCard, American Express, Earning your points and other payment services)
https://www.paypal.com

NETS (VISA, MasterCard, Maestro)
https://www.nets.eu/

Shipping Costs

PETSTER's e-commerce system is integrated with our FedEx, DHL, UPS and PostNord carriers. You can instantly view your actual shipping cost in your shopping cart. Our ambition is to choose the smartest shipping method for your country based on the value of the package, weight and freight forwarders' debit model.

Delivery Time

Products with a delivery time of 2-4 business days* are usually shipped the same day** or the next business day. The order is binding and will not be delivered in parts. The average delivery time from when we ship your order from our warehouse is 2-3 business days within Sweden. For Norway, delivery time is approximately 3-10 business days depending on the location. For the rest of Europe, it’s approximately 5-7 business days. You can follow your order here.

Please note that different products have varying delivery times. If you have ordered items with different delivery times, your order will be delivered once all items are ready for picking at our warehouse.

*The delivery time is indicated above the purchase button for each product and in the shopping cart.  
*During sales or promotions, processing time may be extended by an additional 1-2 business days.  
*From June to August, as well as during Christmas and New Year, delivery times may be slightly longer.  
**Applies to orders where all items have a delivery time of 2-4 business days and are placed before 11:00 on business days.

If you are unsure of the exact delivery time, please contact us before your order to get more accurate answers to the product you are interested in. Email: contact@petster.eu

Return Policy

Always contact us before returning a product by emailing contact@petster.eu, so you get the correct instructions.

When sending something back, always include your order number, your name, and your email address. The product must be unused, in original condition, and completely free from hair, dirt, or other signs of use. It must be in its original packaging and well packed in a box or return bag. If the product cannot be resold, PETSTER reserves the right to deny a refund.

If a return package gets lost on the way to our warehouse, we can only compensate the value of the products if you have a tracking number. In that case, we use the shipment number and trace the package together with the shipping company. During the investigation, which may take up to a month, no refund will be made.

If you chose UPS as your shipping option, you can make a return directly via your UPS tracking link. By using our return service for UPS returns, you get a more favorable price than if you book the return on your own. Always contact us before sending anything back. Once we have received your return, we will refund the product cost after deducting a return shipping fee. The fee is based on the package’s chargeable weight, which is calculated by its size, and is shown in the table below.

If you chose another shipping option than UPS, you are responsible for booking the return shipment with any carrier. You cover the return fee yourself. For larger packages or business shipments, please contact our customer service at contact@petster.eu before making a return.

Returns can be sent to the following addresses:

Petster, Box 1011, 751 40 Uppsala, Sweden

or

PETSTER, Kungsgatan 78, 753 18 Uppsala, Sweden

Right of change

If you want to change the product you ordered, you must place a new order on petster.eu
When our customer service has approved the returned product, Petster credits the shipping on your new order, with the same shipping amount as the returned goods. No exchange right applies on Sales.
When returning you are responsible for the transport risk. You as a customer are responsible for ensuring that the shipment is not damaged before you receive and confirm the delivery. Always save the delivery note / order receipt until the return is completed. If the goods are incorrect or incorrectly dispatched, Petster are responsible for the return shipping.

Product missing/Wrong product

If a product in your order is missing or incorrect, a report must be made to contact@petster.eu. This must be done within 7 days of recieving the package.

Complaint

If the product is damaged, defective or incomplete, you have the right to make a complaint. In case of complaint, you attach, order number, your name, your e-mail address and a description of what is wrong with the product. PETSTER reserves the right not to accept any complaints caused by the Customer for incorrect handling of the product or non-compliant normal operating guidelines. If the complaint is approved, PETSTER will repair or replace the goods in the first place and, secondly, provide full refund.

Upon approval, PETSTER is responsible for shipping and handling costs for the item you have advertised.

The customer must contact Customer Service at contact@petster.eu for processing the complaint. Processing time is usually up to 14 days, when contact with our suppliers must take place.

Packages not retrieved

We charge a shipping fee that is not deducted from the actual costs of return shipping and administration. The fee varies depending on what you ordered and what you live. The fee is deducted from your purchase before the remaining crediting takes place.

How to return a package

Always contact us before returning a product at contact@petster.eu
Upon return, you attach, order number, your name, your e-mail address.
To be returned, the product must be unused and in its original condition. The product must be completely free of hair, dirt or the like. The product must also be in its original packaging. PETSTER reserves the right to accept or refuse refund if the product is not in a marketable condition. The product must be packaged properly in a carton or return packet.

If your returned package disappears or gets lost on PETSTER stock, PETSTER will only refund the value of the products if the customer has a return code tracking code. If this happens, PETSTER will use the shipping number and, together with the freight forwarder, apply for the package. During this period (up to one month) no payment will be made.

To be eligible for a return, the product must be:

• Unused

• In its original packaging, in substantially unchanged and undamaged condition

• With all labels and packaging intact

• Free from hair and dirt

• Folded / placed in any applicable plastic packaging

Please note:
If the original packaging is damaged, missing, or has been sealed with tape, written on, or otherwise marked in a way that affects its condition, a deduction for diminished value may be applied in accordance with distance selling legislation, as the product can no longer be sold as new.

Returns from Sweden and other EU countries:

When sending larger packages or company packages, contact customer service at contact@petster.eu

Return Address
Petster
Box 1011
751 40 Uppsala
Sweden

Returns from Norway and other non-EU countries

Always contact us at contact@petster.eu for correct instructions BEFORE returning a product.

Refund

The way in which repayment occurs depends on the payment solution you selected.

General Product Safety Regulation (GPSR)

https://www.petster.eu/manufacturer-information-gpsr

Cloud Services and Personal Data Act GDPR

The Data Protection Ordinance (GDPR) applies as law in all EU member states as of May 25, 2018. PETSTER is responsible for personal data and Abicart AB is a personal information assistant. Since Abicart processes personal data on behalf of PETSTER, a personal data grant agreement is established.

The person using a cloud service for his personal data processing is the personally responsible for the processing even if it is performed by the cloud service provider or its subcontractors. The supplier, and all its subcontractors engaged for processing, are the personal data administrators of the personal data controller. It is the personally responsible person responsible for compliance with the Personal Data Act and other laws, such as government-specific registries and public and private law. Of course, Abicarts platform supports all the requirements of the new regulation.

When you sign up as a customer at PETSTER for free, you provide information about yourself stored in our customer database. You as a customer allow PETSTER to provide and update their customer databases with such personal data as a prerequisite for effective and sound customer and registry care, such as correct name and address information for both mail, e-mail and communication channel.

The information will be used to fulfill PETSTER's commitments to you as a customer, inform you about promotions and more for marketing purposes. You are, of course, entitled to access the personal data relating to you registered in the PETSTER customer database at your own request. If the information proves to be incorrect, incomplete or otherwise irrelevant, PETSTER is required to take corrective action. PETSTER does not sell any personal data to third parties.

Cancellation

PETSTER reserves the right to cancel an order, irrespective of errors such as printing errors, pricing, technical problems or mass orders. If you have any wrong information, you will of course be entitled to cancel your purchase with reference to this.

Other

PETSTER reserves the right to change incorrectly set prices.

We do everything we can to present our products so that product description, image and colors match the reality (the color you see depends on your computer, tablet or mobile phone may vary).

In case of disputes that we fail to resolve, we recommend that you contact the General Complaints Board, www.arn.se or Box 174, 101 23 Stockholm. We always follow their advice. You can also use the online platform for complaints available on the EU Commission website: http://ec.europa.eu/odr.

For information about what rights you have as a consumer, we recommend that you visit the Consumer Agency's website www.konsumentverket.se.