Onlyfresh is the trademark of the company VISAN INDUSTRIAS ZOOTÉCNICAS S.A. The following terms and conditions of sale regulate the access and use of the website www.onlyfresh.com (hereinafter, “the Website”), owned by VISAN INDUSTRIAS ZOOTÉCNICAS S.A. (hereinafter, “Onlyfresh”). By visiting or using the services and applications of the website, the user accepts these Terms and Conditions.

To purchase products on the website, customers must: be at least 18 years old or, in the case of minors, have the proper authorization from a legal guardian; be consumers, meaning natural persons acting for purposes outside their business, commercial, craft, or professional activity.

The contract is formalized in Spain and will be governed by Spanish law, as provided for in Law 3/2014 of March 27, which amends the consolidated text of the General Law for the Defense of Consumers and Users and other supplementary laws approved by Royal Legislative Decree 1/2007 of November 16, and Law 34/2002 of July 11 on Services of the Information Society and Electronic Commerce (“LSSI”).

In compliance with Law 34/2002 of July 11, on Information Society Services and Electronic Commerce, we inform you:

The company name is THE ONLY FRESH COMPANY SL., with CIF B 42866186 and registered office at c/ Granada 59, 28007 Madrid, registered in the Commercial Registry of Madrid, Volume 41539; Page 55; Section 8; Sheet M-736019.

The products described on the Website are exclusively for personal use. Customers may not sell or resell such products. We reserve the right, with or without notice, to cancel or reduce the quantity of products to be delivered to the customer when, at our sole discretion, it constitutes a breach of these Terms and Conditions.

All prices indicated for the products available through the Website include VAT at the applicable rates and are denominated in euros. Shipping costs will be added to the price of the products and are indicated separately in the order form. (See more information in the “Shipping” section).

To place orders on the Website, the customer must follow the relevant instructions provided during the purchase process. The customer may always correct any errors in the entered data, change the contents of the shopping cart by adding or removing products, or cancel the entire order during the purchase process before finalizing the order. Once an order is finalized, the customer acknowledges and declares that they have read all the instructions given during the verification process and fully accept these Terms and Conditions.

The customer finalizes an order for products on the Website by clicking on the “Pay Now” button at the end of the ordering process. Onlyfresh assumes no responsibility when the delivery of orders cannot be completed as a result of false, inaccurate, or incomplete data provided by the user, as well as for reasons attributable to the user.

Once the order has been sent, a page will appear with the order confirmation and the payment and shipping information, and shortly afterward the customer will receive an email confirming receipt of the order. In accordance with Article 63 of the Consumer Law and Article 28 of the LSSI, the order confirmation email contains: information on the essential characteristics of the purchased products, a simplified invoice along with a detailed indication of the price and payment method, information about shipping costs, as well as a contact link to the Customer Service Department for submitting complaints and obtaining information on support services and existing commercial guarantees.

The sales commitment is acquired at the time of purchase and invoicing. Onlyfresh may disregard and not process an order if there are insufficient guarantees of solvency, if orders are incomplete or incorrect, or if the products are no longer available. In such cases, we will inform by email that the order has not been executed and that Onlyfresh has therefore not carried out the purchase order, specifying the reasons.

If the order confirmation does not arrive within 24 hours after it has been placed, the customer may contact us for assistance through the Customer Service Department. Onlyfresh will take all necessary measures to ensure that delivery can be made within the agreed timeframe.

If customers have any questions or inquiries when placing an order, they may contact us through the Customer Service Department.

Onlyfresh considers payment information, through any of the enabled systems, a necessary condition to meet delivery deadlines. However, the deadlines indicated to the user are estimates and may vary due to logistics or force majeure. In case of delays, customers will be duly informed.

It will be understood that "delivery" has occurred, or that the order has been "delivered," at the moment the purchaser or a third party indicated by them takes material possession of the products, which will be certified by signing the receipt of the order at the agreed delivery address. Each delivery is considered completed from the moment Onlyfresh or the transport company contracted by it makes the product available to the user.

Orders are processed and delivered exclusively on business days (Monday to Friday, excluding public holidays). Orders placed on Saturday and Sunday will be processed on the next business day.

If it is not possible to deliver your order, the transport agency will contact you via email to arrange a second delivery attempt or request delivery at a Parcel Shop. If you will not be at the delivery location at the agreed time, you may modify the delivery date or location with the Parcel Shop or transport agency through the email they will send you.

If delivery cannot be completed after two attempts, your order will be available at the nearest Parcel Shop to your postal code. After 10 days, if the order has not been delivered for reasons not attributable to us, we will assume that you wish to withdraw from the contract and will consider it terminated. As a consequence of the termination of the contract, we will refund all payments received from you, including delivery costs, with the exception of any additional expenses incurred, without undue delay and, in any case, within a maximum period of 14 days from the date we consider the contract terminated. Please note that transportation resulting from the termination may incur an additional cost, which we will be authorized to charge you.

If you receive a defective product, please contact our Customer Service Department. Provide us with as much information as possible, such as your order number, which product is defective, and a description of the defect, as well as whether you prefer a refund or a replacement (at no additional cost to you).

Shipments are managed through external transport companies. As soon as the purchase process is completed, the product will be shipped using the means that Onlyfresh makes available to the user. Shipping costs are borne by the customer.

The shipping costs will depend on the area where the package is to be sent. The rates and conditions for free shipping will be calculated automatically during checkout. Onlyfresh does not ship to the Canary Islands, Formentera, Ceuta, Melilla, and Andorra. Under no circumstances will Onlyfresh be responsible for customs costs or possible retention at customs. Shipments to destinations requiring customs clearance may take an additional day.

It is also the responsibility of the customer to ensure at the time of delivery that the shipment is in good condition. Therefore, if the box is open or if the appearance of the packaging raises doubts or suspicions about violations of the product’s integrity, the customer must not accept it and must immediately notify our Customer Service Department.

Orders are generally processed within 24 hours. Once the package leaves our facilities, delivery may take between 24–72 hours; however, exceptional situations may arise that prevent these delivery times from being met, such as promotional periods, courier service issues, system updates, or force majeure circumstances. Nevertheless, Onlyfresh commits to informing the customer if any of these situations occur.

If at the time of delivery the recipient is absent at the indicated address and the package cannot be delivered, our courier service will contact the customer to find an alternative delivery solution. If, despite proposing alternative solutions, the package still cannot be delivered after repeated attempts, it will be returned to our facilities and, once received, a refund will be made for the purchased product(s). The initial shipping costs will not be refunded.

If you are contracting as a consumer and user, you have the right to withdraw from this contract within 14 calendar days without giving any reason. The withdrawal period will expire 14 calendar days from the day on which you or a third party indicated by you, other than the carrier, acquired material possession of the goods, or in the case that the goods making up your order are delivered separately, 14 calendar days from the day on which you or a third party indicated by you, other than the carrier, acquired material possession of the last of those goods.

To exercise the right of withdrawal, you must notify us by contacting our Customer Service Department and communicate your decision to withdraw from the contract through an unequivocal declaration. To meet the withdrawal deadline, it is sufficient for your communication regarding the exercise of this right to be sent before the withdrawal period has expired.

In the event of your withdrawal, we will refund all payments received from you, including delivery costs to the initial shipping address (with the exception of any additional costs incurred), without undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will carry out the refund using the same means of payment you used for the initial transaction.

Please note that transportation resulting from the withdrawal may incur an additional cost, which we will be entitled to charge you. Notwithstanding the above, we may withhold the refund until we have received the goods or until you have provided proof of their return, whichever condition is met first.

In addition to the legally recognized right of withdrawal for consumers and users mentioned in the previous clause, we grant you a period of 30 days from the date of Shipping Confirmation to return products.

You may make returns by contacting us through our Customer Service Department to indicate the reason for the return. You must return the products to us without undue delay and, in any case, no later than 14 calendar days from the date on which you inform us of your decision to withdraw from the contract. The deadline will be considered met if you return the goods before that period has expired. Please remember that you must bear the direct cost of returning the goods. In this case, you must deliver, along with the products, a printed copy of the electronic receipt you received attached to the Order Confirmation, and return them in their original packaging with the products sealed as you originally received them. Otherwise, only the price of the items that remain intact will be refunded.

In the case of returning a product purchased in a promotion, the customer must also return the gift received in perfect condition, and if the gift item is not returned, its value will be deducted from the refund amount.

Your right to withdraw from the contract will apply exclusively to those products returned in the same condition in which you received them. No refund will be made if the product has been used beyond mere opening, if products are not in the same condition as when delivered, or if they have been damaged, so you must handle the product(s) carefully while in your possession. Please return the item using or including all its original packaging, instructions, and any other documents that may have accompanied it.

The user is required to pay at the time of placing the order through the payment methods accepted by Onlyfresh. Onlyfresh will only accept payments made by credit or debit card (Visa, Mastercard, American Express, Paypal, Apple Pay, Google Pay, and Klarna).

To ensure maximum security in the payment system, Onlyfresh uses secure payment systems from leading financial institutions in e-commerce. In this regard, the confidential payment data is transmitted directly and in encrypted form (SSL) to the corresponding financial institution.

For Visa and MasterCard payments, Onlyfresh only accepts CES (Secure Electronic Commerce) transactions with the international 3D Secure protocol, which is identified by the Verified by Visa and MasterCard SecureCode logos. Secure Electronic Commerce is an initiative whose basic principle is to guarantee security in online transactions. When making payment through the secure payment gateway, the system automatically verifies that the credit card is enabled for Secure Electronic Commerce. It then connects with the issuing bank, which will request authorization of the transaction using a personal authentication code. The transaction will only be completed if the issuing bank of the credit card confirms the authentication code. Otherwise, the transaction will be declined.

PayPal is an online payment service that guarantees secure, easy, and fast payment. While placing the order, you have the option to open a PayPal account.

Every payment will generate the issuance of a simplified invoice in the name of the user. This receipt will be sent to the email address provided by the user and/or delivered along with the purchased product.

If you wish to request an invoice, please contact us through our Customer Service Department.

To redeem a promo code, the customer must enter their code in the “discount code” box during the purchase process on the Website. Promo codes are case-sensitive and must always be entered exactly as they appear.

Only one promo code may be used per order, and it cannot be combined with other promo codes and/or promotions.

During the purchase process, certain personal data will be requested. All fields marked with an asterisk (*) indicate that providing the personal data is mandatory.

Onlyfresh guarantees full compliance with the obligations set forth in Organic Law 15/1999 of December 13 on the Protection of Personal Data, as well as those set forth in its implementing Regulation, approved by Royal Decree 1720/2007 of December 21, and other applicable regulations. For this purpose, Onlyfresh will adopt the necessary technical measures to prevent alteration, loss, or unauthorized processing of the personal data you provide, taking into account the limitations of the Internet, and cannot guarantee the absolute invulnerability of the Internet.

The personal data you provide will be included in a file owned by Onlyfresh, for the purpose of managing the online purchase of the products offered on the Website as well as sending you information about them through any means of communication, including electronic ones.

The user has the right to access the information concerning them collected in the Onlyfresh file, rectify it if it is incorrect, cancel it, or oppose its processing via email or written communication addressed to Onlyfresh at the address indicated in the Legal Notice of this Website.

The intellectual property rights of the Onlyfresh.com website, its source code, design, navigation structures, and the various elements contained therein are owned by Onlyfresh, which holds the exclusive rights to exploit them in any form, and in particular, the rights of reproduction, distribution, public communication, and transformation, in accordance with applicable Spanish and European legislation.

These Terms and Conditions are governed by Spanish law and must be interpreted in accordance with Spanish legislation. Any disputes that may arise from the interpretation, validity, and/or execution of these Terms and Conditions shall be submitted to the jurisdiction of the courts and tribunals of the customer’s place of residence or domicile.

Onlyfresh is part of the Visán Group.

Visán, as a company dedicated to the development and manufacture of pet food, is aware of and assumes its commitment to quality, as established in the current ISO 9001 and ISO 22000 reference standards. Therefore, Management establishes the following principles:

• Guarantee the safety of all our products, ensuring compliance with our quality standards.
• Achieve customer satisfaction by offering products of suitable quality, service, and food safety in accordance with specific requirements.
• Implement and develop a quality management system based on quality analysis and prevention that encompasses all activities of the Company involved.
• Identify possible hazards and emergencies to assess risks and implement the necessary control measures to guarantee the safety and health of Visán workers and all people accessing our facilities.
• Evaluate and ensure the technical competence of staff, as well as secure proper team motivation for their participation in the continuous improvement of our processes.
• Ensure the effectiveness of our functions, responsibilities, and competences to achieve good control of the production process and continuous improvement of processes, procedures, and products, maintaining interactive communication through our staff and customers.
• Comply with applicable regulations and legal requirements within the scope of our competences, including food safety, as well as the commitments made with customers and all internal standards affecting the final product.
• Guarantee the proper condition of facilities and equipment so that they correspond to the company’s activity, objectives, and goals, ensuring food hygiene.
• Ensure that suppliers meet the necessary requirements to guarantee that their products and services comply with Visán’s and our customers’ specifications.
• Maintain smooth communication, both internally between the different departments and externally with customers and suppliers.

Our ultimate goal is to maintain the highest level of quality and food safety in all our products.

All our products and accessories are guaranteed against manufacturing defects for two years from the date of delivery. The warranty does not cover damage caused by misuse or normal wear and tear.

In the event of receiving a defective product, Onlyfresh will either replace it or refund the amount if an identical or similar product is not available. These procedures will be free of charge for the buyer.

To report a defect in any of the accessories received, the customer must contact our Customer Service Department, where we will provide information about the repair/replacement process.

Onlyfresh markets specialized pet food in accordance with the quality standards mentioned above. Each food product must be used in accordance with the instructions found on the packaging. Furthermore, Onlyfresh always recommends that your pet be regularly supervised by a professional veterinarian in order to keep their check-ups, vaccinations, and antiparasitic treatments up to date, thus ensuring their well-being at all times.

For any questions or clarifications, please contact our Customer Service Department through the different communication channels available.