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Terms and conditions of sale

Article 1: Scope of application

These general terms and conditions of sale (GTCS) apply to all orders placed on our online store. By placing an order, you accept these terms and conditions in their entirety.

Our online store is operated by Oasis-Shadrin Group (Trade name: VAT LU26382226 , Sarl with capital of 200,000 euros, registered with the Luxembourg Trade and Companies Register under number B180445.

  • Postal address: BP 41 6101 Junglinster, Luxembourg
  • E-mail address:

Please read these terms and conditions carefully before ordering. If you do not accept these conditions, please do not use our online store or place an order.

These terms and conditions govern the contractual relationship between you, the customer, and the online store (hereinafter referred to as: zoodirect). They prevail over any other condition, unless we expressly waive them in writing.

We reserve the right to modify these terms and conditions at any time, without prior notice. The applicable terms and conditions are those in force at the time your order is placed. We recommend that you regularly consult the updated terms and conditions.

By placing an order, you declare that you are of legal age and have the necessary legal capacity to enter into a commercial transaction.

Article 2: Order procedure, conclusion of contract

Order procedure

To place an order on our online store, the Customer must follow the following steps:

  1. Browse the product catalog and select the desired items.
  2. Add the selected items to the basket by clicking on the “Add to basket” button.
  3. Check the contents of the basket and adjust quantities if necessary.
  4. When the customer is ready to place the order, click on the “Place order” button.
  5. The customer will then receive a statement of their order, showing the price (including statutory VAT), as well as information on service and delivery costs.
  6. Fill in the required information, such as delivery and payment details.
  7. Carefully check order details and confirm.

Conclusion of contract

The order confirmation that the customer receives after placing an order does not constitute acceptance on our part. It merely confirms receipt of the order. A sales contract is only concluded when the customer receives confirmation from us that the order has been accepted and dispatched.

We reserve the right to refuse an order for various reasons, in particular if the items are unavailable, if we are unable to process payment, or if we suspect fraud.

Quantity limits and resale

We reserve the right to limit the quantities of products you may order. Any resale of our products without our prior authorization is strictly forbidden.

Please note that the product images shown in our online store are provided for information purposes only and may differ slightly from the actual products in terms of color, shape or size.

We make every effort to provide accurate product descriptions and information. However, we cannot guarantee the completeness and accuracy of this information. If you have any questions or doubts about a product, please contact us before placing your order.

Article 3 : Prices and delivery charges


The prices of the products displayed on our online store are indicated in euros and are inclusive of all taxes, unless otherwise indicated. Prices are valid at the time of ordering, but may be subject to subsequent modifications. However, once the order has been placed, product prices remain unchanged.

Delivery charges

Delivery charges are calculated according to the delivery destination, the weight and size of the products ordered, and the delivery method chosen by the Customer. Delivery charges are clearly indicated during the ordering process and form an integral part of the total amount payable by the Customer.

For parcel deliveries, Zoodirect offers the following delivery conditions:

  • For private customers, Zoodirect offers free delivery for all orders of EUR 49.00 or more.
  • For breeders and professionals, Zoodirect offers free delivery on orders of 89.00 EUR or more.
  • For orders below the above-mentioned thresholds, a flat-rate delivery charge of 7.90 EUR applies.

It is important to note that, as each parcel can only contain up to 30 kg of goods, orders exceeding this weight limit will be shipped in several parcels. The total cost of shipping will be indicated once you have identified yourself or entered a postal address when confirming your order.

Zoodirect also offers delivery to other countries. For a complete list of countries served and the corresponding shipping costs, please consult our “Shipping information” page.

Please note that for pallet shipments, delivery charges are calculated according to the weight of the products ordered.

Special offers and promotions

We may offer special deals, discounts or promotions on certain products. The conditions and period of validity of these special offers will be clearly indicated on our online store.

Please note that prices and delivery charges may be subject to change. The Customer is invited to check the information relating to prices and delivery charges during the ordering process.

Article 4 : Delivery

The “Delivery” section of our General Terms and Conditions specifies the terms and conditions for delivery of products ordered on our site. Here are the main points to bear in mind:

Delivery times: We endeavour to process and dispatch orders as quickly as possible. The delivery time is 2 to 5 working days unless a different time is mentioned in the offer. Delivery times may vary according to product availability and delivery destination. Information on delivery times is available on our “Delivery Information” page.

Delivery address: You must provide a complete and accurate delivery address when placing your order. Please ensure that all necessary information, such as name, address, apartment number, zip code, etc., is entered correctly. We accept no liability for non-delivery or delayed delivery due to incorrect or incomplete delivery information provided by the customer.

If not all products ordered are available in stock, zoodirect reserves the right to make partial deliveries at no extra cost to the customer, where possible.

In the event that zoodirect is unable to deliver the product ordered due to unavailability from its suppliers for reasons beyond its control, zoodirect reserves the right to withdraw from the contract. In such a situation, zoodirect will immediately inform the customer and offer an equivalent replacement product. If no replacement product is available or if the customer refuses to receive the replacement product, zoodirect will refund in full any amounts already paid by the customer.

For deliveries within the European Union, no customs duties are applied. However, for deliveries to countries outside the European Union, in particular Switzerland, the customer will be responsible for payment of any customs duties, taxes and other import charges.

In the event of damage to items during transport, it is important that zoodirect’s customer service be informed as soon as possible. This will enable zoodirect to file a claim with the carrier or transport insurance. If the customer does not report damage caused during transport, this will not affect their legal warranty rights.

In order to process orders efficiently and keep our customers informed about the status of their delivery, zoodirect may pass on the customer’s e-mail address to the transport companies and, if necessary, provide them with the customer’s telephone number (in the case of delivery by carrier). This is to ensure an optimal delivery experience for our customers. Transport companies have expressly agreed to protect personal data and use it solely for delivery purposes.

Article 5: Reservation of ownership

Delivered products remain the property of zoodirect until full payment has been received from the customer. In the event of total or partial non-payment, zoodirect reserves the right to take back the products delivered. The customer undertakes to take all necessary measures to preserve the products and to return them to zoodirect if necessary.

Article 6 : Right of withdrawal

The customer has the right to withdraw from the contract within 14 days of receipt of the products, without having to justify the reason. To exercise this right, the customer must notify zoodirect of their decision to withdraw in a clear statement, via our contact form.

In the event of retraction, the customer must return the products to zoodirect in their original condition, complete and accompanied by any accessories, as soon as possible and at the latest within 14 days of communicating their decision to retract. The cost of returning products is the responsibility of the customer, unless zoodirect agrees to cover the cost.

In the event of a valid withdrawal, zoodirect will reimburse the customer for all payments received, including initial delivery costs, within a reasonable period of time and no later than 30 days following receipt of the returned products. Refunds will be made using the same payment method used by the customer for the original transaction, unless otherwise agreed between the parties.

Certain products may be excluded from the right of withdrawal for reasons of hygiene or health protection, if they have been unsealed after delivery. The customer will be informed of this exclusion before placing the order.

In application of articles L 121-16 et seq. of the French Consumer Code, professionals are not entitled to the right of withdrawal, nor to the “satisfied or reimbursed” guarantee.

Article 7 : Warranty and liability

Products are guaranteed by their manufacturers for the duration and according to the terms indicated on the product description on the Zoodirect website and/or on the product packaging at the time of delivery.

In the event of a defective product, the consumer must return it in accordance with the conditions set out in Article 7 of these terms and conditions. The consumer has 7 working days to return the product. The costs and risks associated with the return of the defective product shall be borne by the consumer unless the return takes place within 7 days of the order date.

Zoodirect is not liable for any delay in processing the return of defective products, insofar as after-sales service operations are carried out by the manufacturer of the products concerned. The product warranty is subject to full payment by the consumer. Problems caused by misuse of the product or by an external cause do not give rise to a warranty.

The provisions of the present Article shall not deprive the consumer of the legal warranty described in Article L 211-1 of the French Consumer Code.

Article 8: Payment methods and credit notes

Account details :
Direct debit: ING
IBAN (International Bank Account Number) : LU45 0141 1545 7580 3000

Payment methods

The products on offer can be paid for by various methods, such as direct debit, credit card, PayPal or advance payment. zoodirect reserves the right to accept only certain types of payment, depending on the order or delivery method selected by the customer. Please note that it is not possible to pay by check.

Discount and gift codes

When using a discount or gift code, it is important to respect the applicable conditions of use, such as minimum order quantity, validity period, etc. Specific details relating to each code are indicated at the time of use. Please note that only one code may be used per order and per customer. Cash payments and subsequent offsets against previous orders are not permitted. It is strictly forbidden to resell codes.

Credit notes or vouchers can be used as a means of payment when placing an order on zoodirect. The amount of the credit note will be automatically deducted from the order total. The conditions of use of credit notes will be specified when they are issued.


Zoodirect reserves the right to send the invoice to the customer electronically. Electronic invoices are sent to the customer by e-mail in PDF format.

Article 9 : Data protection

Zoodirect attaches great importance to the protection of your personal data. We implement appropriate security measures to guarantee the confidentiality, integrity and availability of your data. The information you provide when ordering or registering is treated in accordance with our privacy policy. We use advanced security technologies to protect your data from unauthorized access, disclosure, misuse or alteration.

We do not sell or rent your personal data to third parties for commercial purposes. However, we may share your data with trusted partners who help us provide our services, such as carriers for the delivery of your orders.

For more information about our use of your personal data and your data protection rights, please see our privacy policy.

Article 10 : Subscription

Zoodirect offers a recurring subscription service (hereinafter referred to as “Subscription”) enabling individual customers to automatically receive food products for their pets on a regular basis.

Orders placed under the Subscription program will be processed in the same way as other orders. No returns will be accepted, except in the event of a delivery error attributable to Zoodirect.

All orders placed via the subscription program benefit from a discount on the regular price of the item. The applicable discount is 15%, calculated on the unit selling price, with no other discounts. In the event of a price increase on Zoodirect, the prices offered as part of the subscription program may be revised. Zoodirect reserves the right to change prices.

When subscribing, customers select the products they wish to receive from a proposed list, as well as the delivery frequency (1, 2 or 3 months). The site will display the expected delivery date for each package ordered. The customer can start a subscription at any time, and it will be treated as a standard order, dispatched the next working day. The customer will receive an e-mail notification for each shipment, indicating the products selected and the amount debited. Customers can suspend, modify or cancel shipments at any time by logging into their customer area.

Payment for the first order is made at the time of subscription. Payments for subsequent orders will be debited from the credit card registered by the customer when registering for the subscription. Credit cards and SEPA direct debits are the only methods of payment accepted for orders placed with the subscription program. Zoodirect will never have access to the customer’s bank details, which will be encrypted by a third-party organization (Stripe) to guarantee their security.

In the event of credit card invalidity at any time during the subscription period, or if payment is refused for any other reason, Zoodirect will send an e-mail to the customer at the address associated with their account, informing them of the subscription interruption and asking them to update their payment details. The subscription will be suspended and no further orders will be processed or shipped until the payment details have been updated. If, one month after the payment incident, the payment details have not been updated, the subscription program will be cancelled.

There are no additional costs associated with joining the subscription program, only the price of the products ordered and any delivery charges. Subscription contracts are concluded for an indefinite period. The customer may cancel the subscription free of charge by logging into the customer area on Zoodirect.

The choice of delivery method is made at the time of subscription and cannot be changed at a later date via the customer account. However, customers may contact customer service at to discuss this possibility on a case-by-case basis. Customers can change the frequency of their deliveries up to 7 days before the scheduled shipment by logging on to their customer area or by sending an e-mail to, specifying the subscription reference number and their contact details. For logistical reasons, any request made after this deadline cannot be taken into account.

Customers may request the suspension or modification of their subscription at any time by logging on to their customer area. Subscription suspension can be carried out at no extra cost. The customer will receive confirmation by e-mail from Zoodirect.

Article 11: Final provisions

  1. Entire agreement: These General Terms and Conditions of Sale constitute the entire agreement between the Customer and Zoodirect with respect to the purchase of products offered on the online store. They supersede all prior or contemporaneous agreements, whether oral or written, relating to this subject matter.
  2. Partial invalidity: If any provision of these Terms and Conditions is declared invalid or unenforceable by any competent authority, such invalidity shall not affect the validity of the remaining provisions, which shall remain in full force and effect.
  3. Modifications to conditions: Zoodirect reserves the right to modify these General Terms and Conditions of Sale at any time and without prior notice. Modifications will take effect as soon as they are published on the online store. It is the Customer’s responsibility to regularly consult the General Terms and Conditions of Sale to be informed of any modifications.
  4. Applicable law and jurisdiction: These General Terms and Conditions of Sale are governed by Luxembourg law. Any dispute arising from the interpretation or execution of these General Terms and Conditions of Sale shall be subject to the exclusive jurisdiction of the Luxembourg courts.
  5. Language: These General Terms and Conditions of Sale are written in French. In the event of translation into another language, or in the event of differences of interpretation, the French version shall prevail.

Thank you for having read these General Terms and Conditions of Sale. By placing an order on the Zoodirect online store, you accept the terms and conditions set out herein.

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