Termos e Condições

Terms and Conditions

1.1 The Pet Plushies “seller” with tax identification number 255502109, has products for sale on the website www.petplushies.pt, and the “e-commerce” services are available exclusively to end users / “consumers”.

1.2 The “Consumer” indicates the individual who acts/purchases outside his/her business or profession. If you are not a “consumer”, we ask that you do not make purchases on the online sales site www.petplushies.pt, send an email to geral@petplushies.pt.

1.3 Pet Plushies reserves the right not to process orders received from users who are not “Consumers” or those who do not comply with the general sales conditions of the Pet Plushies Seller.

1.4 These conditions and general terms of sale exclusively regulate the offer, transmission and acceptance of orders placed on www.petplushies.pt between consumers of the Pet Plushies online store (www.petplushies.pt) and the seller.

1.5 The “Consumer” must provide the “Seller” with an e-mail address, or data relating to another form of contact, that are correct and complete and accepts that the “Seller” may contact him using this data, if he deems it necessary.

2.1 How to order

To order at www.petplushies.pt, it is necessary that the user has an email account and that his browser is configured to accept cookies and pop-ups, in order to allow the use of all the navigability conditions of the store. online Pet Plushies.
• Find the products you want to purchase;
• Add selected products to Cart;
• Finalize purchases by entering the requested data;
• Select the payment option;
• Review your order;
• Proceed with payment and confirm the order;
• You will receive an order confirmation by email;

We only accept 5 shipments each Monday due to the handcrafted nature of the items.

Your order is confirmed when you select the “Checkout” button at the end of the purchase process.
When Pet Plushies receives your order, a message will appear on the screen with your order number and all its details. The purchase agreement is finalized at this point.
An order confirmation is sent to your email. We suggest that you download this copy for future reference.
We reserve the right not to accept your order, or to cancel it even after it has been automatically confirmed.
By submitting the order form, you are accepting the general conditions of purchase, as well as other existing conditions on www.petplushies.pt, through links, including the general conditions and terms of use.

The seller may not process orders that do not have a sufficient guarantee of good collection; when orders are incomplete or incorrect, or products ordered are no longer available. In the aforementioned cases, we will inform you by email that the sales contract has not been concluded and that the seller has not proceeded with the sale, specifying the reasons for doing so.
If the products presented in the online store (www.petplushies.pt) are no longer available at the time of your last access or when the seller receives the order, the seller must inform about their unavailability within 30 days after receiving the order. .
If an order and payment has been placed for products that are no longer available, the seller will refund the money paid for the unavailable items.

2.2 Right not to accept the order or cancel the purchase

Pet Plushies reserves the right to refuse any order for any reason. We also reserve the right to cancel any purchase (even if it has already been accepted by us), (among others) in the following situations, exempt from liability for any damages or costs:
The product is no longer available/in stock (payments will be refunded);
Billing information is not correct or verifiable;
The order is flagged by our Security Systems as an incorrect order or an order susceptible to fraud;
The transfer for payment of the order was not received by us within a period of 5 days after the acceptance of your order;
If we think you are under 16;
If we think you are a reseller;
Unable to deliver to the address provided (non-refundable money, if multiple attempts have been made to contact you by email and phone)

2.3 Data verification

After receiving the order, we can carry out some checks on it before we prepare it.
These checks may include address verification, credibility and fraud verification. In relation to fraud checking, we run partially automated checks on all orders to filter out unusual, suspicious or identified transactions as susceptible to fraud. Suspected fraud will be investigated and, if necessary, processed. By confirming your order, you agree with these conditions.

3.1 Payment methods

At the moment, the following payment methods are available for purchases in the online store: MBWay, Multibanco Reference, Payshop, Bank Transfer and PayPal. Please do not attempt to pay by any means other than specified. If you do so, we cannot be held liable for loss of payment or any other damages that may arise therefrom.

3.2 Payment Processing

If you pay by Credit Card, we will deduct the amount due from your account as soon as your order leaves our warehouse. In the case of payment by Credit Card, all details (for example card number or expiration date) will be sent by the encrypted protocol to the company that provides remote electronic payment services, without third parties having access to the transmitted information.
This information will not be used by Pet Plushies except to carry out the necessary procedures for the purchase or refund, in the case of return, in accordance with the exercise of the right of return or for reporting fraud cases to the police.
The purchase price of the products and the transport costs, as indicated in the order form, will be charged to the current account when the purchased products are actually shipped.

The www.petplushies.pt store uses the most robust security technology among the available encryption platforms.
Your payment information will be encrypted from the moment you enter until your transaction is processed and will not be stored on a public server. Although we use encryption software, the security of information and payments transmitted over the Internet or via e-mail cannot be guaranteed.
Pet Plushies cannot be held liable for any damage suffered as a result of the use of electronic means of communication, including, but not limited to, recurrent damages from failures or delays in the delivery of electronic communications, interception or manipulation of electronic communications by third parties or by computer used for communications or virus transmissions.
If you choose to pay by Multibanco Reference, we will start processing the order after we have received the payment. This may take several days. Once 5 calendar days have elapsed after placing the order, and if we have not received any payment, Pet Plushies is entitled to cancel the order.
Payments can only be processed if the information to be used for invoicing can be verified.

Pet Plushies retains ownership of the company’s products until it has received full payment for all such products.

6.1. Prices

The prices of the products displayed on the website do not contain/include Value Added (VAT). Shipping fees apply per order. The exact price of the shipping fee will depend on the country where your order will be delivered.

6.2 Quotation

Prices are all quoted in euros. Please note that changing the country of delivery may affect prices due to shipping costs.

6.3 Your total price

The total price specified in the final checkout menu includes taxes and shipping costs. Prices are quoted at the time of order confirmation, which you can print or download for future use. Please pay only the exact amount specified in the order confirmation and make individual payments per order.

6.4 Price changes

The prices of the products presented on the website are subject to change. Pet Plushies reserves the right to change prices without prior notice. The prices displayed at the time of purchase are the prices applied to that purchase.

6.5 Errors in prices

Please note that even though the website is updated with extreme care, it is possible that the price information on the website may contain errors. Pet Plushies does not commit to the offer and reserves the right to cancel your order in the event of such an error.

6.6 Donations to associations

10% of each sale goes directly to the shelters indicated in the product (whether they are associated with a collection or you have chosen a shelter through the text box available on some of the products).

The donation process is done on the last business day of each month.

Pet Plushies does not sell products that are defective or of inferior quality to the standards existing in the market. The main features and ingredients of each product shown on www.petplushies.pt can be found on each page of the respective product.
The products offered for sale on www.petplushies.pt may not correspond exactly to the real appearance in terms of image and colors, due to the Internet browser and monitor used.

8.1 Delivery: where and when

For shipments by courier or CTT:

Shipments to CTT (Islands – Madeira and Azores-, Europe and North America) are only made on Mondays, with the customer being able to choose the most convenient Monday at the time of checkout. We do not ship or deliver on weekends and national holidays.
To receive the order, it is necessary to ensure that someone is at the address. If delivery by the carrier is not possible, it will use the data provided by us (name, address and telephone contact) to try to schedule a new delivery (only applicable to mainland Portugal). The non-response to this contact, which may lead to the non-delivery of your items, is not the responsibility of the carrier or Pet Plushies. No refunds will be made for shipping costs or the total value of the order, if there is no response to the various attempts to contact us. This service does not include scheduling or appointment options, so the delivery of the order will be carried out without prior contact by the carrier. We do not guarantee this period during promotions, sales, Christmas, epidemic periods or in the event of a stock break.
A delivery is considered carried out or a product is considered delivered with the signature of the delivery receipt at the agreed address.

For collection in Boavista, Porto:

The collection in Boavista, Porto of orders placed in the online store, which are already paid, is available from Monday to Friday from 1 pm to 2 pm (GMT+0).

8.2 Delivery Deadlines for shipments

For shipments by courier or CTT:

If you confirm your order on a working day before 2 pm (GMT+0) and proceed with the payment, your order will be shipped on the Monday closest to the payment confirmation date. (the customer has the possibility to choose the most convenient Monday for us to ship, as long as it is available in the calendar on the checkout page), after processing time (7 – 10 working days)shipping via CTT only processed on Mondays (weekends and holidays are not considered working days), with a delivery period of 5 working days since the order is shipped from Pet Plushies, for deliveries in Mainland Portugal. Shipments to Europe and Islands delivery varies between 7 and 12 business days and for North America between 15 and 30 business days. (approximate number of days, which may vary depending on the time of year and the situation in each country). Deadlines may vary according to the time of year, and deliveries may take up to 10 working days before Christmas, Valentine’s Day, Father’s Day, Mother’s Day and Easter, in the case of Mainland Portugal, and up to 30 working days for the rest of the world.

If you choose to pay by ATM reference, the shipment is less efficient, as we will only ship after receiving the payment. This can take between 7 to 10 business days.

All orders have a processing time of between 7 to 10 business days, regardless of the payment method chosen.

Pet Plushies will not be liable for failure to comply, or delay in compliance, of any obligation that is due to a force majeure event, that is, to an event, act or omission, beyond its reasonable control (Force Majeure Event – which includes any event, act or omission beyond the reasonable control of Pet Plushies).
We will try to deliver on time, to the extent commercially reasonable. As a rule, we always proceed in this way, however, we cannot guarantee timely delivery.

8.3 Partial Deliveries

Whenever possible we will try to deliver everything in just one shipment. However, we reserve the right to split the delivery of the order, for example (but not limited to only) if a part of the order is delayed or unavailable. In the event that we proceed with the division of the order, the customer will be notified, by e-mail, of our intention to proceed in this way. For this purpose, the email address provided by the customer at the time of purchase will be used.

8.4 Inspection upon delivery

Upon delivery, the customer must inspect the package for possible damage. If the products are found to be damaged, the customer must not accept delivery of the order, which will be returned. Pet Plushies will refund the amounts paid for the order and transport, as soon as the warehouse receives and completes the return process.
Customers have the right to return all items within a maximum period of 14 days, in accordance with Decree-Law nº 143/2001 of 26 April and Decree-Law nº 82/2008 of 20 May, of transport. Upon receipt of the returned order, we will refund the value of the products in the form of a discount voucher.

8.5 Delivery Methods

At the moment, your items are being shipped via CTT (Islands, Europe and the rest of the world – excluding South America).

9.1 Shipping costs

Shipping costs are calculated per order. The exact cost of each shipment is calculated based on the total weight of the order. The total values will always be shown at the end of the purchase.

9.2 Exception

No shipping cost will be charged if you choose to pick up your order in Boavista, Porto.

9.3 Shipping Costs to Mainland Portugal

Weight class


up to 20g


More than 20g – 50g


More than 50g – 100g


More than 100g – 500g


More than 500g – 2kg


9.4 Shipping Costs to Europe
Weight class Price
up to 20 g * 3,85 €
21 g – 50 g * 4,20 €
50 g – 100 g * 4,50 €
100 g – 250 g 5,50 €
250 g – 500 g 7,15 €
500 g – 1 kg 10,00 €
1 kg – 2 kg 15,00 €
9.5 Shipping Costs to North America
Weight class Base price *
up to 20 g 4,40 €
20 g – 50 g 5,20 €
50 g – 100 g 5,70 €
100 g – 250 g 7,80 €
250 g – 500 g 11,50 €
500 g – 1 kg 18,50 €
1 kg – 2 kg 26,50 €

*For postal packages in these categories, i.e. up to 100g, the following prices apply:

– Europe and Rest of the World €4.75; United States of America €5.70

10.1 Cancellation of the order before shipping

The customer can cancel the order, as long as it has not yet been shipped. If the customer places an order and wants to cancel it, he must contact our Customer Service and request the cancellation of his order, through the email address encomendas@petplushies.pt.
If the cancellation request is successful, the customer will be notified by email of this decision and the cancellation will be processed at no cost to the customer. If the cancellation request is not possible, the products will be sent to the customer who, if he maintains his intention to cancel the order, must refuse to receive them. The products will be returned and, upon receipt, a refund will be processed only for the value of the items ordered – excluding shipping costs, which will not be refunded.

10.2 Return of defective products

The customer has the right to return the delivered products if they are found to have defects or other non-conformities in relation to the ordered products. Returns can be made within 30 days after receiving the order. This does not affect your statutory rights. If your claim is justified, the price and shipping costs will be refunded.

10.3 Return of offers

It is currently not possible for a person who received a product as a gift from another person to return it. In this case, to proceed with the return, you must contact the person who purchased it, so that he/she can return it, in accordance with the Return Conditions.

10.4 Return information

If the customer wishes to return the defective items, Pet Plushies will bear the shipping and return costs for all orders.
Refunds will be made based on the form of payment. If the customer makes the payment by ATM reference, it is necessary for the customer to give their bank details to our Customer Support, at the time the return process begins. This indication is necessary so that we can proceed with the refund of the money to your account. The customer will receive a refund after the product(s) have been returned and processed.

For additional information, you can contact the seller via email to geral@petplushies.pt. You can also get information from the Help/FAQ menu on the site.

12.1 When used in accordance with the established rules, a promotional code entitles the user to enjoy a promotion/discount for the purchase of a specific product or for a set of products, during the period indicated/associated with the promotional code/promotional campaign.

12.2 Promotional codes can only be used for online purchases made on the website. The sale, exchange or donation of a promotional code is not permitted. The customer with the promotional code may not upload or make a promotional code available on any website or other public form of offer, donation, sale or exchange. The use of promotional codes for commercial purposes is not allowed.

12.3 The promotional code is connected with the Pet Plushies brand. The use of the promotional code in connection with another brand, company or name is not permitted. It is also not allowed to use the promotional code in an illegal, abusive or disrespectful way, as well as in any other way that could harm the reputation of Pet Plushies.

12.4 The use of the promotional code is only subject to one use per product and per order. Promotional codes cannot be combined with any other promotions or special offers.

12.5 Promotional codes are not exchangeable/exchangeable for cash.

12.6 Pet Plushies is under no obligation to reissue or refund promotional codes. However, in the event that Pet Plushies decides to reissue or refund a promotional code, you need to have access to the initial promotional code. For this, it is necessary that you keep a copy of your promotional code, otherwise it cannot be reissued or replaced in case of loss.

12.7 In cases where Pet Plushies reissues/refunds the promotional code, the discount of that amount can only be applied to a purchase of an amount equal to or greater than the purchase in which the discount/promotional code was issued.

12.8 Without prejudice to any other rights, Pet Plushies may have/has the right to immediately invalidate the promotional code if the Pet Plushies has reason to suspect that a promotional code is being used: in violation of the aforementioned assumptions, by usurpation or in other cases where the Pet Plushies have reason to do so.

The fulfillment of all orders placed on the site is subject to availability. Pet Plushies tries to ensure that all items offered for sale on the website are in stock. However, Pet Plushies reserves the right not to accept any orders or cancel orders already confirmed for products that are no longer in stock. In these cases, Pet Plushies will inform the customer of this fact and will refund the amount paid.

Offers on the website are valid only for the time they are displayed on the website, unless otherwise stated on the website. Pet Plushies is not bound by any offer if there are errors or mistakes in spelling, prices or others in the information on the site. Pet Plushies reserves the right to cancel any purchase and sale entered into under such errors.

15.1 Pet Plushies will only be liable for damages suffered by the customer in the event that such damages result from breaches attributable to Pet Plushies‘ contractual obligations towards the customer, or in the event that Pet Plushies‘ liability arises from applicable legal law.

15.2 In the event that the customer has suffered damages related to the activity of the website, Pet Plushies‘ liability will be limited to:

  • Damage to Pet Plushies products or other materials;
  • Reasonable and verifiable costs incurred by the customer to find the cause and amount of compensation attributable to the damage;
  • The maximum refund of the aforementioned compensation will be (if applicable) the price of the products in question.

15.3 Pet Plushies cannot be held liable for damages suffered by third parties resulting from the use of any of our products. Pet Plushies cannot be held responsible for damages suffered by the customer as a result of improper use of our products.

15.4 Pet Plushies is not responsible for damages that are the result of incorrect information on the website.

15.5 In the event that the customer suffers damages that are the result of gross negligence or willful misconduct on the part of Pet Plushies, none of the limitations contained in this article shall apply.

The present general conditions and all emerging disputes that are related to these general conditions, including their validity, the use of the website or any purchase therein shall be governed by Portuguese law.

Pet Plushies has the right to change these Terms and Conditions at any time. The customer is subject to the principles and terms in force on the date of his order, unless the law or competent authority imposes any change thereto.

Although Pet Plushies works its website with great care, the information, texts, graphic documents, movies, music and/or other services may contain errors or be incomplete or incorrect.
Pet Plushies shall not be liable for any damages resulting from the use (or inability to use) the website, including damage caused by viruses or any inaccuracy or imperfection of the information, unless such damage is the result of willful misconduct or negligence on the part of Pet Plushies.

All brand names, product names and titles used on the site are trademarks or registered names of Pet Plushies or trademarks and registered names of other holders.
The user/client of the site is not authorized to use or reproduce any of these trademarks or registered names as this constitutes a violation of the rights of the owners.
Everything regarding the design, texts, photographs, etc., the selection and organization thereof, as well as all software compilation (including applets) and all other materials on the website are the property of Pet Plushies and its suppliers.
Users/customers are only authorized to electronically copy and print portions of the website if this is necessary to place an order on the website or to use the website as a source for purchases.
The user/customer is not authorized to make any other use of the website or the information and materials contained therein, including reproduction for purposes other than those mentioned above, modification, distribution or republication.
If the user/client intends to use information or materials from the site, he/she needs to obtain a prior written authorization granted by Pet Plushies.

Pet Plushies Address
Rua Serpa Pinto, 492, 2º esq.
4250-464 Porto

VAT no.: 255502109