Terms & Conditions
Pala Petfoods Estonia OÜ
Registry code: 14910734
Address: Kesk tee 32, 75305 Aaviku, Estonia
These terms apply to all purchases made via our online store.
Products & Pricing
- All prices are listed in EUR (€) and shown alongside products.
- Shipping costs are added at checkout and depend on location and method.
- Product details are provided on each product page.
Discount Codes
Discount codes must be applied at checkout.
We do not offer refunds or credits for unused codes after purchase.
Placing an Order
To place an order:
- Add items to your cart
- Enter required details
- Select shipping and payment method
- Confirm payment
Payments are processed securely via providers such as Stripe, PayPal, Paytrail, and MakeCommerce.
The contract is formed once payment is received.
If we cannot fulfill your order, we will notify you and issue a full refund within 14 days.
Shipping
- Shipping costs are shown at checkout
- Delivery time: typically 2–10 business days
- Outside Finland/Baltics: up to 14 days
- In exceptional cases: up to 45 days
Shipping Regions
- EU countries + selected extended regions
- EFTA: Norway
- International: limited locations
Customs (Non-EU)
Customers are responsible for any import duties or taxes.
Returns & Right of Withdrawal
You may return your order within 14 days of delivery (private consumers only).
- Items must only be used for inspection
- Used or damaged items may be partially refunded
- Return request must be sent to info@palapets.com including:
- Order number
- Order date
- Reason for return
- Email used
- Return shipping is paid by the customer unless the item is defective or incorrect
- Items must be returned within 14 days of the request
Refunds are issued within 14 days after receiving the item or proof of return.
We may withhold refunds until items are received.
We are not required to refund extra shipping costs beyond standard delivery.
We reserve the right to cancel orders in case of clear pricing errors.
Defective Goods
We are responsible for defects present at delivery.
- Report defects within 2 months via info@palapets.com
- We will repair, replace, or refund the item
- We are not responsible for damage after delivery
- Complaints are answered within 15 days
Personal Data & Marketing
- Personal data is used only to process orders and deliver goods
- Data may be shared with logistics providers for delivery
- Marketing emails are sent only with your consent
- You can unsubscribe at any time
Dispute Resolution
For complaints, contact us at info@palapets.com.
If no agreement is reached, you may contact:
- Your local consumer protection authority
- The EU dispute resolution platform
Dispute resolution via official bodies is free of charge for consumers.
Dogs and cats thrive on a protein based diet, as nature intended.
Our complete and balanced recipes contain at least 82% highly digestible raw meats and fish, 13-14% vegetables and berries rich in antioxidants and fiber, and 3-4% all-natural boosters. No grains, fillers, starch or plant-source Omegas here.
The science in our food
High-quality meat and fish is not everything. It's also about proportion, balance and enhancement. Our recipes are curated in collaboration with DogRisk, a leading independent research institution focusing on canine health and nutrition at the University of Helsinki. We also have a research partnership with Tallinn Technical University to stay abreast of the latest innovations in food preparation and preservation.
