Terms of Service
1. ABOUT US
Welcome to Jorivalex. Jorivalex is an online store for pet and animal supplies, operated by Mijnhof VOF, a general partnership registered in the Netherlands.
Company name: Mijnhof VOF, trading as Jorivalex
Address: Noorderstraat 17, 9524 PB Buinerveen, the Netherlands
Chamber of Commerce (KvK) number: 84967056
Email: support@jorivalex.com
Phone: +31630573899
Throughout these Terms of Service, the words "we", "us" and "our" refer to Jorivalex and Mijnhof VOF. The words "you" and "your" refer to anyone who visits our website or places an order with us.
2. ACCEPTANCE OF THESE TERMS
These Terms of Service apply to every visit to our website and to every order placed through it. By browsing our store or placing an order, you confirm that you have read these terms and agree to them. If you do not agree, please do not use our website or place an order.
Please read these terms carefully before placing your order. You can always find the most recent version on our website.
3. USING OUR STORE
To place an order, you must be at least 18 years old, or have permission from a parent or legal guardian.
You agree to provide accurate, complete and current information when placing an order, including your name, delivery address, email address and phone number. We are not responsible for delays or failed deliveries caused by incorrect or incomplete details.
You may not use our website for any unlawful purpose, to harm our business or other customers, to send spam or harmful software, or to copy or collect content from our website without our permission. We may refuse service or cancel orders if we have good reason to believe these terms are being violated.
4. PRODUCTS AND PRODUCT INFORMATION
We do our best to describe and photograph our products as accurately as possible. Small differences in colour, size or appearance can still occur, for example because of screen settings or changes made by the manufacturer. Such differences do not make a product faulty.
All products are subject to availability. If an item you ordered turns out to be unavailable, we will let you know as soon as possible and refund any amount you have already paid for that item.
Every animal is different. Our product descriptions are meant as general information and are not a substitute for advice from a veterinarian. If your animal has health problems, allergies, a special diet or is pregnant, young or elderly, we recommend checking with your vet before introducing new food, treats, supplements or care products.
5. PRICES AND PAYMENT
All prices on our website are shown in euros (EUR) and include Dutch VAT. Any shipping costs are shown clearly at checkout before you confirm your order.
We reserve the right to change our prices at any time. The price that applies to your order is the price shown at the moment you place it.
If a product is listed at a clearly incorrect price because of a technical or typing error, we are not obliged to deliver it at that price. In that case, we will contact you and you can choose to continue with the correct price or cancel your order for a full refund.
Payment is made through the payment methods shown at checkout. Your order will be processed once your payment has been successfully received. Payments are handled by secure, trusted payment providers, and we never store your full card details.
6. ORDERS AND THE AGREEMENT
After you place an order, you will receive an email confirming that we have received it. The agreement between you and Jorivalex is formed once this confirmation has been sent.
We may decline or cancel an order in specific situations, such as suspected fraud, incorrect pricing, unavailability of products or a delivery address outside our shipping area. If this happens after payment, we will refund you in full.
Please check your order confirmation carefully. If you notice a mistake, contact us as soon as possible at support@jorivalex.com and we will do our best to help before your order is shipped.
7. SHIPPING AND DELIVERY
We currently deliver only to addresses in the Netherlands. Orders are shipped to you from our partner warehouses in Germany or France.
We offer two shipping options:
Free Shipping
Cost: free
Delivery time: 4 to 5 business days
Insured Express Shipping
Cost: €4.95
Delivery time: 2 to 3 business days
This option is faster and includes insurance against loss or damage during transport.
Delivery times are counted in business days (Monday to Friday, excluding public holidays) and start once your order has been processed. They are estimates and not guaranteed. Busy periods, weather conditions or delays at the carrier can occasionally cause your parcel to arrive later than expected. If your order takes significantly longer than expected, please contact us and we will look into it for you.
Because your order is shipped within the European Union, there are no import duties or customs charges.
As soon as your order has been shipped, you will receive a confirmation, together with tracking information where available.
The risk of loss or damage to your products passes to you once the parcel has been delivered to you or to someone you have designated. If a parcel goes missing or arrives damaged before it reaches you, please contact us and we will make it right, regardless of which shipping option you chose.
8. RIGHT OF WITHDRAWAL AND RETURNS
As a consumer, you have the right to withdraw from your purchase within 14 days without giving a reason. This period starts on the day after you, or someone you have designated, receive the product. If your order arrives in several parcels, the period starts on the day after you receive the final parcel.
To use your right of withdrawal, please let us know clearly by emailing support@jorivalex.com before the 14 day period ends. Please include your name, order number and the products you wish to return. We will then send you the return instructions.
After notifying us, you must send the products back within 14 days. The costs of returning the products are your responsibility, unless the product is faulty or we sent you the wrong item.
Products must be returned complete, in their original packaging where possible, and in the same condition in which you received them. You may handle a product the way you would in a shop to check it, but if it has been used beyond that, or has been damaged, we may deduct an amount for its decrease in value.
The right of withdrawal does not apply to:
Pet food, treats and other products that spoil quickly or have a short shelf life.
Sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken, such as opened food packaging, supplements, grooming products and care products.
Products made or personalised to your specifications.
We will refund the amount you paid for the returned products within 14 days of receiving your withdrawal notice. If you chose Insured Express Shipping, the €4.95 express fee is not refunded, because our standard shipping option is free. We may wait to issue the refund until we have received the products back, or until you have shown proof that you have sent them. Refunds are made using the same payment method you used for your order, unless we agree otherwise with you.
9. DAMAGED, FAULTY OR INCORRECT PRODUCTS
We check our orders with care, but mistakes can happen. If your order arrives damaged, if a product is faulty, or if you received the wrong item, please contact us within a reasonable time after discovering the problem at support@jorivalex.com. Including your order number and photos of the problem helps us resolve it quickly.
You are entitled to the statutory guarantee under Dutch law, which means that a product must meet the expectations you could reasonably have of it. If a product does not meet these expectations, we will offer a repair, replacement or refund, depending on the situation. These legal rights always apply and are not limited by these terms.
10. USE OF PRODUCTS AND ANIMAL SAFETY
Please always follow the instructions, feeding guidelines and safety warnings provided with our products. Supervise your animal when introducing new toys, chews or accessories, and remove any item that becomes damaged or worn, as small pieces can be swallowed.
We are not responsible for harm resulting from using a product in a way it was not intended for, from ignoring the instructions or warnings provided, or from using a product with an animal it is not suitable for.
11. LIABILITY
We do our best to provide a reliable website and quality products. As far as permitted by law, our liability for any damage arising from the use of our website or products is limited to the amount you paid for the product concerned.
We are not liable for indirect damage, such as loss of income or consequential damage, except where the damage was caused by our intent or gross negligence.
Nothing in these terms limits any rights you have as a consumer under Dutch or European law that cannot be excluded by agreement.
12. FORCE MAJEURE
We are not responsible for delays or failures to fulfil our obligations caused by circumstances beyond our reasonable control. Examples include natural disasters, extreme weather, strikes, transport disruptions, problems at our suppliers or carriers, pandemics and government measures. If such a situation lasts for an extended period, both you and we may cancel the affected order, and any amount you have paid will be refunded.
13. INTELLECTUAL PROPERTY
All content on our website, including texts, images, logos, product descriptions and design, belongs to Jorivalex or to our suppliers and partners. You may not copy, reproduce, distribute or use any of this content for commercial purposes without our prior written permission.
14. THIRD PARTY LINKS AND SERVICES
Our website may contain links to websites or services of third parties, such as payment providers and carriers. We are not responsible for the content, policies or practices of these third parties. Please review their terms before using their services.
15. REVIEWS AND COMMENTS
If you leave a review, comment or other submission on our website, you confirm that it is honest, does not violate anyone else's rights and does not contain offensive, unlawful or misleading content. We may remove any submission we consider inappropriate. By submitting content, you allow us to display it on our website and in our communications.
16. PRIVACY
We treat your personal data with care and in line with the General Data Protection Regulation (GDPR). We only use your details to process your order, provide customer service and, where you have given permission, send you updates. For more information, please read our Privacy Policy.
17. COMPLAINTS
If you are not satisfied with your order or our service, please let us know at support@jorivalex.com or call us at +31630573899. Please describe your complaint as clearly as possible and include your order number. We aim to respond within 14 days. If your complaint needs more time to resolve, we will let you know when you can expect a full answer.
We always aim to find a solution together. If that is not possible, you can bring the dispute before the competent court.
18. CHANGES TO THESE TERMS
We may update these Terms of Service from time to time, for example when our services change or when the law requires it. The most recent version will always be available on our website. The terms that apply to your order are the ones that were valid at the time you placed it.
19. GOVERNING LAW
These Terms of Service and every agreement between you and Jorivalex are governed by Dutch law. This does not affect any mandatory consumer protection rules that apply to you.
20. CONTACT
If you have any questions about these Terms of Service, we're happy to help.
Jorivalex
Mijnhof VOF
Noorderstraat 17, 9524 PB Buinerveen, the Netherlands
Chamber of Commerce (KvK) number: 84967056
Email: support@jorivalex.com
Phone: +31630573899