1. Scope

These general Terms and Conditions apply to all orders and deliveries between Panzi-Pet Kft. (address: Városkapu street 6, 1152, Budapest, Hungary), (hereinafter: Panzi) and its customers via the online shop panzipet.eu.


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

1. Order process

Panzi offers its customers a wide range of pet food products. By clicking on the products or product descriptions, the customer navigates to the product details, .e.g. details regarding the product design, size or taste. The product is placed in the virtual cart by entering the requested quantity and clicking on the “Add to cart” button.


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 cart and, where necessary, make changes. Customer must click on “Update cart” button to apply changes.


If a customer does not wish to purchase additional goods, they can continue via the “Proceed to checkout” button. Registered customers can enter their user names and passwords 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.



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 “Place order” button. This means a binding offer has been made.

2. 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 “Place order” 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 Panzi is only concluded when Panzi sends the ordered product to the customer and the shipping to the customer is confirmed by e-mail (shipping confirmation).

3. 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

1. Prices

All prices include statutory VAT and exclude shipping costs. We do not sell to businesses, therefore we do not issue VAT receipts, nor do we refund the VAT.

2. Shipping Charges

Panzi has a minimum order value of €25 (excl. shipping charges). Panzi charges  €7.99 for orders below €59. Shipping cost for orders above €59 is reduced to €4.99.


3. Shipping countries

Panzi only allows shipping to countries within the EU and the UK only at the moment.

(EU countries include: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden)

4. Dispatch and delivery

Panzi only delivers to private individuals. Unless stated otherwise in the offer, the delivery period is 3 to 7 working days. Further information about shipping is available here.


In the event that some of the ordered products are not in stock, Panzi shall be entitled to provide delayed delivery or partial deliveries at its cost provided this is acceptable for the customer.


In the event that Panzi is unable to deliver the ordered product because Panzi doesn’t have the ordered products on it’s own stock, without culpability on the part of Panzi, Panzi may withdraw from the contract. In such a case, Panzi shall inform the customer without delay and propose a comparable product or a delayed delivery. If a comparable product is not available, or if the customer does not wish to have that product delivered or accept the delayed delivery, Panzi 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.


Damaged goods

Panzi always checks the goods before handing it to the delivery company. It is the customer’s duty to check if the packaging is damaged before accepting the goods from the carrier. If the packaging is damaged the customer shall not sign for the delivery. If the customer signs the delivery, and the package has been damaged Panzi has no obligation to accept complaint about the damaged goods in the package.


In the event that supplied products are damaged en route, Panzi customer service is to be contacted, where possible, without delay. As a result, Panzi 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 Panzi needs to pass on the customer email address, and where available contact phone number to the delivery company authorized to delivering the goods. This forms part of the contract with Panzi. The customer does not have the right to object. For further information please see our Privacy Policy page.


5. Retention of title

The goods shall remain the property of Panzi 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 Panzi.


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 Panzi via our contact page.


Instructions on withdrawal


The exercise of the right of withdrawal

Right to examine the product

The customer has the right to examine the product, but the customer cannot open the product to be eligible for returns. Panzi does not accept withdrawals from purchases if the returned products packaging is opened or damaged.


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 (PanziPet kft. address: Városkapu street 6, 1152, Budapest, Hungary, email: info [at] panzipet [dot] eu) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by e-mail).

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, Panzi shall reimburse to you the payments received from you, excluding the costs of delivery (if the products have been shipped to you already), 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. Panzi 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.


Returning the products

Panzi does not pay for the returns of the goods, the customer has to cover the shipping costs in case of a withdrawal of the contract.


You can decide yourself how you want to return the product. But you should be aware of that you carry the responsibility for the product until it reaches the Panzi warehouse. We recommend using a professional delivery service like UPS, Fedex, DHL…etc. who provide a tracking number. Customer should keep the receipt until the package reached the Panzi HQ.


You shall send back the goods to

PanziPet kft.

Városkapu street 6


Budapest, Hungary

without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.


End of Information concerning the Right of withdrawal

Exclusion of the right of withdrawal

The right of withdrawal does not apply in the event of delivery of goods

  • that are not pre-produced and an individual selection or determination by the consumer is authoritative for their manufacture or goods that are clearly geared towards the consumer’s personal requirements; goods that may perish quickly or goods whose sell-by-date would quickly run out,
  • that are not suitable for returns for reasons involving health protection or hygiene if their seal has been broken post-delivery,
  • that were post-delivery inseparably mixed with other goods.


Withdrawal sample

Should you wish to cancel your contract with Panzi please send us an email with the following and return goods to the above address as described.


  • I/We ………………………….. hereby give notice that I/We withdraw from my/our contract of sale of the following goods.
  • List of goods
  • Ordered on …………………..
  • Received on …………….
  • Name of consumer(s) …………………………….
  • Address of consumer(s) ……………………….
  • Date ……………………………..


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. Panzi is not liable for the consequences of inappropriate use of veterinary medical diet feed or use that is unnecessary.


  1. Payment methods and invoices

Payment for goods is to be made by Visa, Mastercard, or American Express credit card & Visa Debit Card. Unfortunately, we cannot accept payment sent in the form of cash or cheques and are not responsible for loss. Your credit/debit card will be charged at the moment of purchase.

In the case of possible returns the amount paid (excluding shipping, if the goods left our warehouse) 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.

Panzi reserves the right in individual cases to accept only certain types of payment.

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. Panzi reserves the right to assert a claim for greater damage caused by default subject to furnishing proof in that respect.


Payment method

Panzi accepts payments via our trusted partner, SimplePay.



Panzi issues invoices in electronic form. All invoices will be emailed to the customer.


9. Data protection

Panzi takes the protection of its customers’ data very seriously. The Panzi Privacy Policy can be viewed here.


10. Marketing & Customer communication

If the customer concludes a contract with Panzi and specifies the electronic mailing address (email), Panzi has the right to use this electronic mailing address (email address) of the customer for direct advertising of its own similar goods or services, if the customer didn’t object to this use at the point of collection. The customer always has the right to object to the use of the electronic postal address (email address) at any time by sending a communication to info [at] panzipet [dot] eu, without any costs.


Same applies to physical mailing addresses provided by the customer.


11. Identity of the contracting partner

Panzi-Pet Kft.

Address: Városkapu street 6, 1152, Budapest, Hungary

Email: info [at] panzipet [dot] eu

Tax number: 12197758242


13. Final provision

Should any provision of these Terms and Conditions be or become invalid or unenforceable, the validity or enforceability of the other provisions of these Terms and Conditions shall not be affected thereby. Hungarian law applies by way of exclusion of the UN Convention on Contracts for the International Sale of Goods (CISG).


Last updated: 2020.11.20.