General Conditions

 

GENERAL CONDITIONS

 

1.1   Website ownership

1.2   Legal capacity and contractual agreements

1.3   Product information

1.4   Placing an order

1.5   Refunds and/or replacements

1.6   Returns and refunds

1.7   Refunds for double payment

1.8   Orders and shipments

1.9   Goods damaged whilst in transit

2.0   Prices, exchange rates, VAT, transport and insurance

2.1   Methods of payment

2.2   Pending invoices

2.3   Claims for pending payments

2.4   Luposan, Markus Mühle, Luponatural's rights of ownership of products

2.5   Product guarantee

2.6   Our brand products purchased abroad or/by an unauthorized distributor

2.7   Protection of Personal Data

2.8   Intellectual property

2.9   Contents and use

3.0   Links

3.1   Legislation

3.2   Copyright

3.3   Production Company registration numbers

 

1.1   Website Ownership

The legal notice under these General Conditions, regulates the use of the internet portal service: https://www.luposan-iberica.com Luposan / Markus-Mühle and LupoNatural of Spain. (Lupogruppe in Germany) and Markus-Mühle

Luposan Spain

CIF. B54538400 (Fiscal Huellas de Lara, SL)

C / Riu Segura, 9

Beniarbeig 03778, Alicante

Tel: 965 76 76 76 y 96 643 10 10

Fax: 965 766 746

E-mail: pronatura@luposan-iberica.com

EU Reg: DE MOP 1 14301 - EU 95/69 of 22/12/1995

Director: Eduardo Conrado Grandville

Registered in the LOPD (Spanish Agency for Data Protection)

 
1.2   Capacidad jurídica y objeto del contrato

Sólo las personas con capacidad jurídica necesaria para suscribir contratos relativos a la compra de bienes propuestos en esta página, pueden realizar pedidos a través de ella.

Al hacer click en el botón "comprar" durante el proceso de realización de un pedido, el Cliente declara aceptar plenamente y sin reservas la totalidad de las presentes Condiciones Generales de Venta.

Una vez recibida la solicitud de pedido en la base de datos de nuestra página web, Luposan Markus-Mühle de España notificará al Cliente la aceptación, enviándole una confirmación de pedido por e-mail. Para darse de alta es obligatorio el e-mail, para poder enviar la confirmación del alta y la palabra clave para poder entrar posteriormente como Cliente al Online-Shop.

 

1.3   Legal capacity and contractual agreement

To purchase goods offered on this page, Customers should be within a legal capacity to endorse contracts and their agreements. By clicking the "buy" option when placing an order, the Customer fully acknowledges and unreservedly accepts all of these Terms and Conditions. Upon receipt of a requisition in our website's database, Luposan Spain Markus-Mühle notifies the Customer of their acceptance by sending an order confirmation via e-mail. To register, it is mandatory to submit an e-mail address, to be notified of your acceptance and secret password, and subsequently to enter as a registered member to the Online-Shop.

 

1.4   Placing an order

Orders to Luposan / Markus-Mühle in Spain can be made via:

    • Email: pronatura@luposan-iberica.com
    • Online Shop: www.luposanshop.com
    • Phone: 965 76 76 76  /  639 001 248

When ordering outside of office hours, the Customer has the option to leave their order on the answering machine. In order to serve you better and ensure all details are correct, we suggest that our customers call to confirm their orders within business hours

 

1.5   Refunds or replacements

According to Spanish law, the Customer has the right of withdrawal, under which he or she can return the product received if he or she finds that it does not conform to their expectations.

If you are unhappy with a part or all of your order, the Customer has a statutory period of 7 working days from the reception of the package to notify us of your intention to return one or more items and the reason for said return.

Due to the special natural characteristics of our products (short shelf life), you have 10 days to return the package. Luposan / Markus-Mühle of Spain reserves the right to reject all products received outside these 10 days and return them to the sender.

In case of an error on our part, concerning the shipment, double shipping, repeated order, unsolicited order, incorrect product information or simply due to the poor condition of the product, the Customer is entitled to return or exchange the product free of charge.

 

The expenses incurred are assumed as follows:

·       In the event that the customer receives defective products, broken or not corresponding to the request made, the return postage will be paid by Luposan / Markus-Mühle in Spain. In these circumstances, Luposan would arrange transport via a courier company, without the customer having to pay the shipping back and forth.

·         If the Client asks for a refund because the item received does not meet your expectations (it doesn't suit your pet, etc..), the request must be notified by telephone within 7 working days from reception date. To exercise this right, it is essential that you keep the original packaging and the product hasn't been used in an  unreasonable manner, respecting the proportion relating to consumption. We do not accept the return of opened packages unless there is evidence of the product found in an unacceptable condition. The costs associated with the return package are to be assumed by the Customer.

In order that you acquire the desired product for your pet, we encourage our Customers to make use of free samples to check if your pet likes it and if it suites your needs before you decide to buy. Although our feeds generally have a high acceptance and palatability, for your conveniance and ours, we advise not make large purchases before trying our products. We offer our advice to resolve any doubts you may have before purchasing any of our products.

1.6   Returns and Refunds

Luposan / Markus-Mühle, Spain, has optimized its online shopping procedures so you, the Customer can shop with confidence and peace of mind. In the case that the products received were defective in the package, arrived in a poor condition or does not correspond to the product requested, we will accompany you throughout the process of returning the product to ensure simple and reliable tracking.

The logistics service of Luposan / Markus-Mühle of Spain checks returned items. If the conditions for refund are met, the refund process will begin immediately.

Once the items are returned, the customer may choose from the following options:

  • A refund is made to your bank account within 24-48 hours.
  • Get the right product free of charge.
  • Leave this amount standing as credit, for future purchases.

If the returned products arrive damaged, incomplete, having been consumed, mistreated or are in an unacceptable manner, Luposan / Markus-Mühle Spain reserves the right to repay only a percentage of the amount that the Customer has paid for the products, excluding shipping costs, unless due to an error in the delivery of the product by Luposan / Markus-Mühle Spain or in the case of a refund for products arriving in poor condition.

If the order left our warehouse in a pristine condition and the customer  does not want the product, or wants to change their order,  Luposan / Markus-Mühle Spain may require compensation for extra shipping costs incurred , both for delivery and return. 

The Client agrees to store and preserve the products in a cool dry place, protected from the sun or other heat sources, and to seal the bags or containers to prevent any insects, rodents, etc… contaminating the product.

Luposan / Markus-Mühle Spain will not process a claim if the feed was stored, for example, in a damp garage, if it stayed in a vehicle more than a day at high temperatures or is placed in a location accessible to insects, moths, rodents, etc.. Exposure to these conditions will adulterate the content, freshness and appearance of the product.

At Luposan / Markus-Mühle Spain we prefer direct and personal contact with our customers and friends. When faced with a problem, it is always better to speak directly with us to solve it immediately. For any return, claim, etc… please, do not hesitate to call. You can also contact us via e-mail, but we prefer to communicate with our clients by telephone. Our aim is to settle your claim as soon as possible, advise and help. The company’s delegate, Conrado Grandville, is more passionate about frontline service and personal dedication to Customers than the profit a sale can generate. Thus, if the company gets economic benefits, these will be the consequence of customer service and support, not vice versa. We are not a company selling feed and all kinds of items and brands, we are Luposan and are committed to our brand, so no one better than us can offer support and understand what you need.

 

1.7   Refunds for double payment

In the occasional case that you pay for your order by credit card, or direct transfer and the shipping company (UPS, FedEx, Azkar, etc..) mistakenly charges you again when delivering, it is because in their database it figures as a “cash on delivery” order.

If this happens, please contact us directly, to clarify at the time with the carrier. In the event that the Customer had to pay again on delivery (double payment), Luposan / Markus-Mühle- once payment is confirmed, will proceed to refund the amount immediately. Due to the inconvenience caused, Luposan / Markus-Mühle Spain will send the Customer a complentary gift with their next order.

 

1.8   Orders and shipments

Availability or lack of stock.
In case we do not have the requested product in stock, we will contact the customer immediately to rectify the situation and come to an agreement. The Customer may await the arrival of our weekly truck from Germany with the goods ordered. If the customer has ordered several Luposan products, we may send a part of the order and the other products as soon as we have them available, without additional shipping costs.

Orders
Individual orders can be made through our website, e-mail or telephone. If the order is placed before 17:00 h, Luposan / Markus-Mühle sends your order the same day (The courier collects all orders each day between 16.00 to 17.30 h.) Should you do it after 17:30 h the order will be prepared for the courier to pick it up the next day from our store.

Orders placed on Thursday
If ordering on Thursday after 17:30 h, Luposan / Markus-Mühle prepares and organises the collection for the carrier on Friday, to be delivered to the Customer on Monday.

Express delivery on Saturday. Lupo-Express-Saturday
If the Customer places an order between 17:30 h. Thursday and 18:30 h. Friday, you can request an urgent delivery for Saturday. You'll need to pay an additional fee, which currently is 3 € per package. In this case you need to contact us or leave us a note in the order comments so we know the delivery must be marked as urgent and sent through MRW. On Saturday Delivery time is between 9:00 to 13:00 h. anywhere in Spain.

Emergency Orders weekend (Luposan-Express from Saturday to Monday)
Luposan / Markus-Mühle Spain prepares orders placed through the website (online shop), by telephone or e-mail between 17:30 pm on Friday and 12:00 am on Saturday, for the courier express service to deliver them on Monday, with no extra charge.

Orders placed on the weekend are delivered on Tuesday
Orders placed through the website and by email from 12:00 pm on Saturday and throughout Sunday, are prepared by Luposan on Monday for delivery, always using the same courier companies, on Tuesday. 

IMPORTANT: Delays in deliveries due to special circumstances
We advise our clients to order in advance as even professional couriers may be delayed due to local festivals, bank holidays, strikes, bad weather, etc., both in our city or the Customer's location.

In Luposan / Markus-Mühle in Spain we are aware of the importance of pets having their favorite healthy food at all times, but we cannot guarantee the timeliness of delivery of orders due to the above circumstances.

Shipping 
Deliveries to the end customers in the Peninsula are carried by professional and prestigious couriers such as FedEx, SEUR, UPS, MRW, etc.. The delivery of goods is made within 24-48 h. approx. –(unless very exceptional incidents or errors beyond our control occur) to ensure the best possible customer care. The delivery time may be affected as a result of local or provincial festivities, bank holidays, strikes, bad weather, incidents of transport companies, errors in labeling or package handling by the carrier, etc.

    • Shipments − MRW, SEUR, UPS, ENVIALIA, etc.: Deliveries approximately 24-48 hours.
    • Pallet shipments − Azkar , DHL, Integra2, from 120 Kg to 5000 Kg deliveries between 24-72 hours approximately.

Delivery time of our shipments are calculated from the time when the orders come from the central warehouse in Luposan / Markus-Mühle Spain which is located in Dénia (Alicante).

To order or buy our products for the Balearic Islands, Canary Islands, Tenerife, Ibiza, Mallorca, Andorra and Portugal, Customers must contact our dealers, announced on the website under "POS Luposan".                             

No response at the time of delivery
If a Customer is absent from the delivery address, the courier will leave a notice on your door or mailbox with the phone number of the company so you can contact and arrange a new delivery date and time. Alternatively, the customer can call Luposan / Markus-Mühle Spain and we will contact the carrier so that a new delivery is agreed, according to schedules, routes and possibilities of the courier agency.

Requested delivery schedules

It is important to note that most courier agencies have their routes and scheduled deliveries, so they may not always coincide with the time of delivery requested by the Customer. 

Luposan / Markus-Mühle Spain hires slots with agencies, so you can request a delivery of your order in the morning from 9:00 to 14:00 h or in the afternoon from 16:00 to 20:00 h. However, we cannot ensure the exact delivery time due to the issues mentioned above. We make every effort to provide the best service, but we depend on the courier. 

 

In case of a negative service performed by the courier, it is important to let us know your complaint to improve the service on future occasions. Our emergency number is 965 767 676.

Orders for breeders, shops and veterinarians

The orders placed by stores, veterinarians, pharmacies, health food stores or breeders should be made by phone or e-mail directly to Luposan / Markus-Mühle in Spain. To avoid errors and misunderstandings, we prefer that orders to be in writing (e-mail). 

E-mail: pronatura@luposan-iberica.com 

 

Phone: 965 76 676

Shipping pallets to breeders, shops and veterinarians

When ordering pallets they must be collected by couriers before 14:00 h. If ordering after that time, the collection of the goods in our store will be scheduled for the next day. For orders placed on Thursday, the collection will be done the following Monday. 

We advise all our clients / shops to consider national, provincial or local holidays when placing orders as these can cause delays when delivering orders. 

 

Luposan / Markus-Mühle in Spain offers an emergency service phone 965 767 676, through which we will try to help in any way possible.

 

1.9   Breakage or damage to the product due to its carrier

At the time of receiving the order it is important that the customer signs the receipt or the PDA, so that there is a record of delivery. If you detect any anomaly in the package (open, torn, wet or any other damage), please, notify the carrier and write it down on the delivery note when signing. We would also ask you to inform us either by telephone or e-mail, of such incidents in order to take appropriate action.

A written record of incidents and sending pictures of the damaged package to pronatura@luposan-iberica.com, provides Luposan / Markus-Mühle Spain with the evidence necessary to claim from the insurance taken out by the courier. In the event that the Customer does not leave a written testimony of the incidence in the delivery note, Luposan / Markus-Mühle of Spain reserves the right not to take up the claim for mishandling or any other defects in the package due to shipping, because the freight insurance requires a written statement of the affected goods at the time of delivery.

Should the Customer not detect the anomaly or breakage at the time of delivery, you should call, as soon as possible, Luposan / Markus-Mühle Spain so we can sort out the problem. It is advisable not to let more than three days go by, since a late claim creates uncertainty or doubt from the insurance company and it becomes difficult to reclaim the costs.

In order to quickly manage the insurance claims against the courier of the order, we suggest our customers call us as soon as possible on 965 767 676 or our mobile 639 001 248. Our goal is always to protect the interests of our Lupo-Clients.

 

2.0  Prices, currency, VAT, shipping and insurance

The price of all products Luposan / Markus-Mühle are specified in the official website Luposan-Spain. The price stated on the website at the time of making the order will be applicable to the contract between both parties. All prices are in Euros and the 10% VAT (value added tax) is already included as well as all shipping costs and goods insurance.

Luposan / Markus-Mühle of Spain reserves the right to modify the prices of our products at any time.

Our Customers bank details are encrypted and transmitted securely to a licensed server, where they are verified in collaboration with your bank, preventing the occurrence of fraud.

 

2.1   Payment for the Products

Luposan / Markus-Mühle in Spain accepts 5 forms of payment for the purchase of products, all at no extra cost.

  • COD- Cash on delivery: Payment on receipt of the goods to the carrier at the time of delivery at the place indicated by the Client.
  • With credit / debit card via the online shop payment platform of the official website of Luposan Spain: It is a high-security portal that puts the customer directly in contact with his/her bank, avoiding intermediaries. Luposan / Markus-Mühle Spain states that no bank details are recorded, all operations are performed in direct connection with the entity through the portal of  Banco Sabadell CAM system https:// (Secure Protocol Hypertext Transfer Protocol).                                                                         
  • With credit card in our central warehouse In case the Customer wishes to purchase in person at our central warehouse (at factory prices), they have the option of paying by credit card.
  • With credit / debit card using the secure e-commerce platform BSCH Santander Bank that we have in our office: The customer calls, gives his card details and billing is done automatically. Luposan / Markus-Mühle, Spain, states that we do not record or encrypt any card data. The Luposan employee in charge of processing the order does not record or keep this data by any means, respecting and abiding at all times the data protection laws. The credit cards currently supported by this platform are: Visa, Mastercard, Maestro and American Express as well as 4B, Red 60000, Servired and several foreign credit cards. Please remember to notify your bank or card issuer establishment if any fraudulent transaction is detected.
  • Bank transfer: Customers can order an automatic bank transfer in the name of Huellas de Lara, SL, Account Number: 0049 4491 29 2090012192 Banco Santander. The order will be made just after the bank transfer’s confirmation, approximately 48 h. Should you wish to expedite the order, you can send us the transfer receipt to pronatura@luposan-iberica.com or fax it to: 965 766 746.
  • Cash. You can pay by cash or credit card if you buy directly from our central warehouse in Spain (at factory prices), located in the Polygon. Industrial Beniarbeig (Alicante).

In case you have any doubts about payments, please contact us, we will gladly try to solve them.

Telephone: 965 76 76 76 and 639 001 248

E-mail: pronatura@luposan-iberica.com

 

2.2   Outstanding invoices

As a general rule, Luposan / Markus-Mühle of Spain reserves the right to supply a new order in the event that the Customer has an outstanding bill. As a rule the company Luposan / Markus-Mühle Spain, does not accept the accumulation of unpaid bills and does not serve new requests until the Customer has settled their account, or rather the previous outstanding bill. Although a customer-distributor may pay up to 30 days after purchase, if another order is placed within 30 days of the expiration date, the previous bill automatically expires, meaning that the Customer must pay the previous bill before we send the next order.

These conditions are valid for end customers, stores, veterinarians, pharmacies or distributors.

 

2.3   Claim for pending payment

Luposan / Markus-Mühle, Spain can claim a pending payment, first directly and if this proves ineffective, through various legal means (Inkaso, lawyers, collector agencies, Court).

 

2.4   Right of ownership of the products Luposan / Markus-Mühle Spain

Until the Customer has made the payment to Luposan Product / Markus-Mühl Spain, either in cash, cash on delivery, credit card or bank transfer the goods are rightfully owned by Luposan / Markus-Mühle Spain.

 

2.5   Product Guarantee

All products sold by Luposan / Markus-Mühle in Spain have the guarantee offered by our central production plant in Germany. Should a product be faulty or defective, flavours or textures different from usual, we undertake to replace it with a new product. In this case, all costs of returning the defective product and shipping the new product are the responsibility of Luposan / Markus-Mühle in Spain.

 

2.6   Goods purchased abroad or by unauthorized distributors around the country

Today you can buy all kinds of feed and supplements online without controls. In the event that our brand products have not been purchased through the official website (online shop), phone line, e-mail nor through authorized distributors, Luposan / Markus-Mühle Spain does not accept nor offer any guarantee claims.

Although they are our brand products, if there is any issue with the shipping, price, quality or product defect, we are not responsible because they have not gone through our quality controls and standards and we cannot take responsibility of how they have been manipulated.

We would like to remind those who love our brand that Luposan products / Markus-Mühle are 100% natural, no preservatives and for their preservation and freshness need quick transportation and special storage, especially in hot weather like that of Spain.

Our quality standards are very high. We transport all products from the factory in Germany in refrigerated trucks, only 2 or 3 days after their production. We store all products in our thermally insulated central warehouse in Spain. We send the product to our end Customers in the Peninsula in heat-protective white cardboard boxes for food use, to reduce the harmful effects of the sun's heat, through fast and professional courier companies. 

Luposan / Markus-Mühle Spain is not just a seller of feed or pet products, our products, customer care and dedication to pets are totally different and special! The confidence in the quality of our products allows us to offer a full guarantee only if purchased directly from the official delegation Luposan / Markus-Mühle in Spain or from our authorized dealers in Spain submitted to a rigorous quality control.

 

2.7   Protection of Personal Data (LOPD)

All Customer data requested is necessary for the preparation of the invoice and shipping. The absence of any of this data will result in the delay of shipment of the order, having incomplete or incorrect information complicates the delivery process. When registering on-line, by phone or by e-mail, the Customer agrees to provide valid personal information, which will enable the provision of the service by Luposan / Markus-Mühle in Spain and the correct identification of the Customer, as well as forwarding information of different products and offers that we may have in our web pages.

Concerning data protection and security, our systems feature the most advanced technology in firewalls, antivirus, anti-hacker and the input/output of encrypted data.

We guarantee that under no circumstances will we share the personal data of our customers with any organization or company outside Luposan / Markus-Mühle in Spain, with the exception of the transport companies or couriers. In all cases, users and Customers engage to provide truthful, accurate, valid and authentic personal data. 

If "dubious" e-mails are received in our name, we ask our clients to contact us to verify their authenticity. 

 

2.8   Intellectual property

All contents of the website https://www.luposan-iberica.com, including trademarks, images, logos, trademarks, sounds, animations, videos, source code, etc.. are Luposan / Markus-Mühle Spain (Huellas de Lara-Conrado Grandville) owned, they alone have the right to use and exploit them, and in that sense, the contents stand as works protected by the laws of intellectual property in force.

Any transmission, distribution, reproduction or storage of all or part of the contents stored on this website, is expressly prohibited without the prior written consent of the owner. Total or partial reproduction of the contents by any means and on any support, is subject to prior and express written permission of Luposan / Markus-Mühle in Spain and its editor, Conrado Grandville.

All trade names, trademarks or logos of any kind, content, comments on the company's web pages are owned by Luposan / Markus-Mühle international or Luposan / Markus-Mühle in Spain and are protected by law. In case of plagiarism, the complaint will be held in the courts of Dénia (Alicante). The brand Luposan / Markus-Mühle with all combinations of the word Lupo and their logos are registered internationally.

 

2.9    Content and Use

The Customer is informed and accepts that surfing the official website Luposan Spain and registering does not in any way, mark the beginning of a business relationship with Luposan / Markus-Mühle in Spain and its SL Administrative Huellas de Lara, CIF B54538400. The business relationship will begin once  an order has been requested and the e-mail confirmation received.

The website owner do not necessarily represent the opinions expressed in it by the staff or contributors. The company reserves the right to make unannounced changes it deems appropriate in its website, and may add, delete or modify both content and services provided through it, and the way in which they presented or located on their servers.

 

3.0   Links

The presence of links on the website of Luposan / Markus-Mühle in Spain is for informational purposes only and in no way a suggestion, invitation or recommendation thereof.

The purpose of our privacy policy is to respect the current legislation on protection of personal data. If the Customer has any questions about the privacy or treatment of their data, please contact us: Luposan-Iberian / Markus-Mühle Spain or its founder in Spain, Conrado Grandville.

Tels: 965 76 76 76 - 639 001 248 Fax: 965 766 746 E-mail: pronatura@luposan-iberica.com 

http://www.luposan-iberica.com does not use "cookies" on our web page. Browsing through the site is anonymous, it only records information on the number of visits, time, etc. in the history files and logs, for statistical purposes only. 

 

3.1   Legislation

In general, relations between Luposan / Markus-Mühle Spain with the users of its telematic services on the website are subject to Spanish legislation and jurisdiction.

The parties expressly waive the immunity they may have and submit themselves to the Courts and Tribunals of Dénia (Alicante) to resolve any dispute that may arise in the interpretation or execution of the contracts terms.

 

3.2   Copyright

Copyright of the texts in "General Conditions", including comments made by Luposan / Markus-Mühle, Conrado Grandville, Huellas de Lara SL Reproduction of all or part of this intellectual work and informative . If identical or similar web pages or written material is detected, we will denounce plagiarism as stated by Dénia courts.

 
3.3     Registration Numbers of the producer from Germany

* All feed produced by the company Markus-Mühle, has the number required by law: DE RP 114301 

* All accessories carry the number required by law: DE RP 114302

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