General terms and conditions of purchase

Purchases made in the online shop are subject to the general conditions of purchase set out in this document. They are considered to be distance sales according to current Spanish legislation. is owned by Soan Pet Products S.L. with registered office at San Jorge 1, 50001 Zaragoza, CIF B99065542, e-mail address: Registered in the Commercial Register of Zaragoza, volume 3266, Folio 169, page Z-39028.

The purchase contract is concluded when, once you have selected the product(s), filled in all the details for shipment, and chosen the method of payment, you receive an e-mail confirming the order. Soan Pet Products reserves the right not to accept an order.

The purchase is only possible, and therefore the contract is only concluded, if the goods are available in stock. In any case the website will always indicate the availability of stock.

Territory of application  

The online shop is active for the entire Spanish mainland, Balearic Islands, Andorra and Portugal.

Customs charges (Andorra) will always be paid by the buyer.


All prices include VAT at the time of sale.

Shipping costs

Shipping costs are free for orders over 34,00 ¤ for mainland Spain, 55,00 ¤ for Mallorca, 100 ¤ for the rest of the Balearic Islands and 34,00 ¤ for Portugal.

In case of not reaching the minimum amount for free shipping, the shipping costs charged are:

Peninsula: 7,00 €. 
Palma de Mallorca: 10,00 €. 
Rest of Balearic Islands: 16,00 €.
Portugal: 10,00 €.
Andorra: 10,00 € (shipments to Andorra are subject to a customs charge of 23,00 €)

Delivery times and shipping conditions

Depending on your geographical location and the characteristics of the order, we will select the most appropriate transport agency.

For orders up to 45 kg, the shipment is made by courier company, in which case, the transit time for delivery depending on the destination is: 

Mainland Spain: 24-72 hours

Balearic Islands: 48-72 hours in Mallorca; for the rest of the islands an extra day.

Portugal: 48-72 hours.

Andorra: 24-48 hours.

In the majority of cases, you should count on the shortest period of time indicated. 

The products are delivered properly prepared and packed, you will receive your order protected by cardboard and/or plastic packaging depending on the characteristics of the order.

For orders over 45 kg, the shipment is carried out by a transport company. The transit time for delivery in these cases is longer, being approximately 2-5 days depending on the destination. Depending on the quantity of goods to be prepared, orders will be shipped in cardboard boxes or palletised. In these deliveries, the transport company is NOT obliged to deliver at the door of the home, deliveries are made on the street level.

The vast majority of orders will be delivered within the shortest period of time indicated in each area.

Delivery will be made to the address indicated in the order. Remember that if you prefer, for scheduling reasons, we can deliver your order at any place you indicate, such as your workplace, a neighbour's house, a commercial premises, etc.

Deliveries are prepared on the same day if they have been received/confirmed before 16:30 hours from Monday to Thursday, before 13:30 h in case they have been received/corfirmed on a Friday. Otherwise, they will be delivered the following day. In any case we always refer to working days, both for the departure of the goods and their delivery. Deliveries are from Monday to Friday.

No deliveries are made on weekends or holidays.

You will receive an e-mail from the agency with the details of your shipment and contact information in case you want to contact them to clarify any issues related to your shipment.

If you are absent, the agency will leave a passing note and will attempt a second delivery the following day. The best thing to do is to contact them yourself.

Methods of payment

Bank card (credit or debit) VISA, Mastercard, 4B, American Express, ...

For speed and ease of use we recommend payment by credit card. As soon as the payment has been processed we can start preparing your order. This payment service is provided directly by Caixabank under a 100% secure server. Soan Pet Products declines any responsibility in relation to the confidentiality and security of the information and data provided by the customer on the occasion of the payment of their electronic purchases by credit card, insofar as the treatment of such information and data is not exclusively under the control of our company.

Paypal. Payment by Paypal is subject to a 2% surcharge.

Bank transfer or deposit

To our CaixaBank account ES21-2100-4518-57-2200067417 

Processing will only begin once the money is in our account. If you choose this method of payment you must clearly state the order number that you will receive by e-mail once the order has been confirmed.

Cash on delivery

Cash on delivery payment is subject to a 3% surcharge, with a minimum of 3,00 ¤.

After-sales service and returns

In accordance with current legislation, you as the purchaser have the right of withdrawal within 14 calendar days.

In this case, the return costs will be at your expense.

The returned product must arrive at our premises in perfect condition.

It must be returned in the original packaging or in similar packaging that adequately protects the goods during shipment.

Once we have checked that the returned material has arrived in perfect condition, your money will be refunded to you by bank transfer to the account you indicate or by credit card.

No returns will be accepted more than 14 days after receipt of the order.

In the case of damage, you must notify us within 7 calendar days of receipt of the order.

If you clearly observe a breakage at the time of receiving the order, we would be grateful if you would state this on the delivery note of the carrier so that we can speed up the procedures, subsequently notifying us by telephone or email.

We will replace the faulty product with a new one at no cost to you.

If you wish to exchange one article for another, the procedure for rectifying the error will be the same.

If the error occurred when the customer placed the order, it will be treated in the same way as a cancellation and the cost of the exchange will be borne by the customer.

If the error has occurred in the preparation of the order, it will be treated as a fault, i.e. the costs will be borne by Soan Pet Products.

We suggest that before opening a package, you always check that it is the correct product ordered by you.

If the product is wrong and you proceed to open it, we will not be able to replace it.

Data protection 

The privacy policy has been developed in accordance with the provisions of the LO 15/1999 of 13 December 1999 on the Protection of Personal Data and the Recommendations of the European Article 29 Group 2/2001 of 17 May and 1/1999 of 23 February and in accordance with Directive 95/47/EC of the European Parliament.

Soan Pet Products informs you that your personal data will be added to a file owned by Soan Pet Products.

It is understood that this data is provided voluntarily by the user and he/she expressly authorises us to store it in our database.

The personal data obtained from the user will be strictly limited to the information necessary to identify the user and provide the service. This data will not be passed on to any organisation, public or private, and will remain under the responsibility of Soan Pet Products, s.l.

Interested parties may exercise their rights of access, rectification, cancellation and opposition via e-mail:, or from their client area by clicking on the "Personal Data" section. 

In order to provide you with our services we may be required to provide certain information - such as name, address or telephone number - to other companies involved in the provision of the service (such as the transport company) or to use your details to contact you regarding your order.

When you register on you agree to provide us with truthful information concerning your details.

Payment transactions, via credit card, are carried out in a secure environment.

Your credit card details are sent directly to your bank's server where they will be processed with your agreement. Soan Pet Products has no access to your credit card details at any time.

By registering on our website, you give your explicit authorisation for us to send you occasional communications about offers or new products or commercial offers from our company that may be of interest to you.

Soan Pet Products reserves the right to modify this privacy policy to adapt it to changes or new legislation or jurisprudence that may arise, always taking into consideration the legal interests of the consumer.

Cookie Policy  

Cookies are small files that websites store on your browser to facilitate or sometimes ensure the proper functioning of the site, or to collect analytical information. The Vitake website uses cookies to personalise your browsing experience and to measure traffic and behaviour on the site, which allows us to improve the user experience and make it easier for you to use our website, but they NEVER collect personal data, because we care about your privacy.

Types of Cookies you will find in our online shop

Own Cookies

Cookie to manage the purchase: Remember your preferences, settings or shopping carts previously filled.

Registration Cookie: Remembers if you have previously logged in, so you don't have to log in again.

Third party cookies

Private Browsing Cookie: This Cookie is from Google used in private browsing, it is unrelated to Vitake, see Google's privacy policy. [NID]

Analytics Cookie: managed by Google, Inc, anonymously records your visit and the pages you visited, among other metrics, helping us to determine the suitability of our content, designs or modifications, and allowing us to make continuous improvements to the online shop. [_utma, _utmb, _utmc and _utmz].

Third-party advertising cookies: These allow us to place advertisements outside our website to users who have visited us previously, in order to offer them personalised advertisements based on their behaviour, pages visited, interests, etc... In no case does it use personal data, even if you have created an account in our shop. Managed by [ test_cookie ].

We use our Cookies to offer you a better service and a more pleasant experience in our online shop. For more information, you can contact us at vitake( at )

Deleting Cookies:

It is usually possible to stop accepting browser Cookies, or to stop accepting Cookies from a particular Service. All modern browsers allow you to change your Cookie settings. These settings can usually be found in the 'options' or 'Preferences' menu of your browser. 

Internet Explorer: Tools -> Internet Options -> Privacy -> Settings.
For more information, you can consult Microsoft support or the browser's Help.

Firefox: Tools -> Options -> Privacy -> History -> Custom Settings.
For more information, you can consult Mozilla support or the browser's Help.

Chrome: Settings -> Show advanced options -> Privacy -> Content settings.
For more information, you can consult Google support or the browser's Help.

Safari: Preferences -> Security.
For more information, you can consult Apple support or browser Help.

Legislation and jurisdiction

These terms and conditions of purchase shall be governed by and construed in accordance with Spanish law. For the resolution of all disputes or questions related to this website, the parties expressly submit to Spanish law. The Courts and Tribunals of Zaragoza shall have jurisdiction to resolve any disputes.

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