Algemene voorwaarden

1. Scope

These General Terms and Conditions of Business apply to all orders and deliveries between MuffinsHalo , Het Tasveld 5, 3342 GT Hendrik Ido Ambacht, The Netherlands and its customers via the online shop

2. Order process, entering into a contract, quantity limitation

a    Order process

◦                      Muffinshalo offers its customers a comprehensive range for all matters concerning domestic pets. By clicking on the products or product descriptions, the customer navigates to the product details, .e.g. details regarding the product design, size or flavour. The product is placed in the virtual shopping basket by entering the requested quantity and clicking on the shopping basket icon.

◦                      By clicking on the "shopping basket" button, displayed in the top right-hand corner of the online shop, the customer navigates to an overview page and at any time can check the goods in the virtual shopping basket and, where necessary, make changes.

◦                      If a customer does not wish to purchase additional goods, they can continue via the "To order/checkout" button. Registered customers can enter their user names and passwords here to automatically use their saved information for the order. Alternatively, the customer can register as a new customer and set up a customer account or continue the purchase without setting up a customer account. In such a case, the customer must enter their address and invoice information on the following page.

◦                      By further clicking on the "Continue" button, the customer reaches the penultimate order stage "Overview". The customer has access to an overview of the order here with details of the price (including the statutory VAT) and details of the delivery service and costs.

◦                      The order is entered into by clicking on the "Buy" button. This means a binding offer has been made.

b    Entering into a contract
The images of the range in the online shop are intended as an illustration and do not constitute binding offers for sale. By completing the order process by clicking on the "Buy" button the customer makes a binding offer to enter into a purchase contract. The customer thereupon receives an automated confirmation of receipt of order by e-mail (order confirmation). This order confirmation does not constitute acceptance of the offer. The contract with is only concluded when Muffinshalo sends the ordered product to the customer and the shipping to the customer is confirmed by e-mail (shipping confirmation).

c    Quantity limitation
The offered goods are sold in customary domestic quantities only and only to persons of an age at which they are capable of entering into legal transactions.

3. Prices and shipping charges

All prices contain the statutory VAT and other price elements, and are to be understood plus shipping costs that may apply. We do not sell to businesses so we do not issue VAT receipts, nor do we refund the VAT.

4. Dispatch and delivery

Unless stated otherwise in the offer or product details, the delivery period is 2 to 5 working days after dispatch.

In the event that Muffinshalo is unable to deliver the ordered product because Muffinshalo itself is not supplied by its own suppliers, without culpability on the part of Muffinshalo, Muffinshalo may withdraw from the contract. In such a case, Muffinshalo shall inform the customer without delay and propose a comparable product. If a comparable product is not available, or if the customer does not wish to have that product delivered, Muffinshalo shall, without delay, reimburse payments made by the customer. Deliveries are free of customs duties within the EU. In the case of delivery in countries outside the EU customs duties, taxes and other levies that may apply shall be borne by the customer.

In the event that supplied products are damaged en route, the Muffinshalo customer service is to be contacted, where possible, without delay. As a result, Muffinshalo shall have the option of lodging a complaint with the carrier or transport insurer regarding the damage. If the customer fails to provide notification of transport damage, this shall not have any effect whatsoever on the customer's statutory guarantee rights.

In order to fulfil customer orders Muffinshalo needs to pass on the customer email address, and if available a contact phone number to the delivery company authorised to delivering the goods. This forms part of the contract with Muffinshalo. The customer does not have the right to object.

5. Retention of title

The goods shall remain the property of Muffinshalo up until payment in full. Prior to the passing of ownership, pledging, ownership transfer by way of security, processing or redesigning are not permitted without approval by Muffinshalo.


6. Right of withdrawal

Customers who are consumers have a fourteen-day cancellation right. A consumer is any natural person who enters into a legal transaction for a purpose that is neither attributable to their commercial nor self-employed professional activity. The following regulations apply to the cancellation right and the excluding of the cancellation right. If customers have any further questions about cancellations, they can contact the Muffinshalo customer service .


Instructions on withdrawal

The exercise of the right of withdrawal

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you, acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us  MuffinsHalo , Het Tasveld 5, 3342 GT Hendrik Ido Ambacht, The Netherlands 


To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Model withdrawal form

Sample of the model withdrawal form

(Should you wish to cancel your contract with MuffinsHalo  please complete this form and return to)

— MuffinsHalo , Het Tasveld 5, 3342 GT Hendrik Ido Ambacht, The Netherlands  — I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

— Ordered on (*)/received on (*)

— Name of consumer(s)

— Address of consumer(s)

— Signature of consumer(s) (only if this form is notified on paper)

— Date


(*) Delete as appropriate.

7. Guarantee and liability

The statutory guarantee provisions apply.

Veterinary medicine diet feed should only be used where recommended and by way of regular monitoring by the veterinarian. The veterinarian should be visited regularly (every 6 months) during the feeding for check-up examinations and without delay in the event of deterioration in the domestic pet's condition. is not liable for the consequences of inappropriate use of veterinary medical diet feed or use that is unnecessary.

8. Payment methods and credit notes

Payment for goods is to be made by Visa, Mastercard, or American Express credit card or Maestro & Visa debit card. Unfortunately, we cannot accept payment sent in the form of cash or cheques and are not responsible for loss.

Your credit or debit card will not be charged until your goods leave our warehouse. In the case of possible returns the amount paid will be refunded. Should your credit card have insufficient credit we reserve the right to invoice you for the costs incurred in making requests for payment.

MuffinsHalo reserves the right in individual cases or depending on the delivery method chosen by the customer to accept only certain types of payment

a    Payment via bank transfer
All listed countries can use the method of bank transfer, except Ireland. Please be sure to include your order invoice number in the payment reference field when you enter the information for your bank transfer. Please transfer the balance to the following account: MuffinsHalo 
IBAN: nl55abna0601604725  
SWIFT: abnanl2a

b    Payment by credit card
In the case of payment by credit card, amounts are booked within one week after shipping the goods.

c    If the customer defaults in payment, the purchase price shall incur interest during the default in the sum of 5 percentage points above the ECB base lending rate. If the customer is not a consumer, the default interest shall be 8 percentage points above the base lending rate. MuffinsHalo reserves the right to assert a claim for greater damage caused by default subject to furnishing proof in that respect.

d    PayPal
PayPal is an online account-based system that lets anyone with an email address send and receive online payments using their credit card or bank account. You can use it at MuffinsHalo to pay safely, easily and quickly. During the ordering process, you can also open up a PayPal account if you already don't have one. The advantage of PayPal is that our system recognises the payment immediately and your items are shipped after 24-48 hours!

e    Credit Notes
In the case of redeeming credit notes, the specific, valid redemption conditions, minimum order quantity and period of validity etc. are to be adhered to. The corresponding information is stated on the credit notes. In any case, only one credit note or one order / customer-related reduction can be redeemed for each purchase. Payment in cash or subsequent setting off with previous orders is not possible. Resale is not permitted.

9. Data protection

MuffinsHalo takes the protection of its customers' data very seriously.