General Terms and Conditions of Sale

Last updated: June 2026

1. Seller identification

These General Terms and Conditions of Sale are offered by:

Gellies SRL
Chaussée de Neufchâteau 35
6640 Vaux-sur-Sûre
Belgium

Company number / CBE: 1025.992.853
VAT number: BE1025.992.853
Email: contact@mygellies.com
Website: www.mygellies.com

The online store is operated through the Shopify e-commerce platform.

2. Scope

These General Terms and Conditions of Sale apply to all orders placed on www.mygellies.com by consumer or professional customers, including customers located in Belgium, France, Luxembourg or the Netherlands.

Any order placed on the website implies full and unconditional acceptance of these General Terms and Conditions of Sale.

Gellies SRL may modify these General Terms and Conditions of Sale at any time. The applicable terms are those in force when the customer validates the order.

3. Products

The products offered by Gellies SRL are non-medicinal complementary pet foods designed to help administer medication to cats and/or dogs.

Gellies products are not veterinary medicines. They do not replace veterinary treatment, veterinary advice, a medical prescription or follow-up by an animal health professional.

The essential characteristics of the products are presented on the product pages. The customer is invited to read them before placing any order.

Photographs, videos, visuals, packaging and illustrations on the website are provided for information only. Slight differences may exist with the final delivered product, in particular due to shooting conditions, packaging changes, production batches or colour display on screens.

The customer acknowledges that acceptance of the product by an animal may vary depending on the animal, its state of health, behaviour, eating habits, stress level, preferences, and the type of medicine used, including its smell, texture, taste or size.

Gellies SRL therefore does not guarantee that the product will be accepted by all animals or that it will in every case allow a medicine to be effectively administered.

4. Prices

Prices are indicated in euros, including all taxes, unless stated otherwise.

Any delivery costs are shown to the customer before final validation of the order.

Gellies SRL may modify its prices at any time. Products are nevertheless invoiced on the basis of the price displayed when the order is validated.

In the event of an obvious pricing error, Gellies SRL may cancel the order and refund the customer if payment has already been made.

5. Order

The customer selects the desired product(s) on www.mygellies.com, adds them to the cart, checks the contents of the order, enters delivery and billing information, then validates the order after accepting these General Terms and Conditions of Sale.

Before final validation, the customer can check the order details, total price, any delivery costs and correct any errors.

The order is considered final after payment has been validated.

Gellies SRL may refuse or cancel an order in the event of a previous dispute with the customer, suspected fraud, obviously incorrect information, product unavailability, a technical issue affecting the order or impossibility of delivery.

6. Payment

Payment is made online through the payment methods offered at checkout on Shopify, including bank card, Bancontact, PayPal, Shop Pay or any other payment method available on the website.

Payments are processed by secure payment service providers. Gellies SRL does not store the customer’s full banking data.

The order will only be prepared after effective confirmation of payment.

If payment is refused, the transaction fails or fraud is suspected, the order may be automatically cancelled.

7. Delivery

Products are shipped to the address provided by the customer when placing the order.

Preparation and shipping times are generally between 2 and 9 working days from confirmation of payment, unless otherwise stated on the website or communicated to the customer.

Deliveries are handled by third-party carriers. Gellies SRL does not directly control delays, incidents, strikes, distribution errors, losses, damage or difficulties attributable to the carrier.

For consumer customers, transport risks remain borne by Gellies SRL until the customer, or a third party designated by the customer other than the carrier, physically takes possession of the parcel, in accordance with applicable law.

If the customer chooses a carrier not offered by Gellies SRL, transport risks are transferred to the customer as soon as the parcel is handed over to that carrier. Any claim relating to loss, delay, damage or incorrect delivery must then be addressed directly to the carrier chosen by the customer.

For professional customers, unless mandatory law or a specific written agreement provides otherwise, transport risks are transferred to the customer when the parcel is handed over to the carrier. From that point, Gellies SRL cannot be held liable for delays, losses, damage, delivery errors or incidents attributable to the carrier.

The customer is responsible for the accuracy of the delivery information provided when ordering. In the event of an incorrect or incomplete address, repeated absence, refusal of the parcel or failure to collect it within the carrier’s deadlines, reshipping costs or additional costs may be charged to the customer.

If tracking indicates that the parcel has been delivered but the customer claims not to have received it, the customer is invited to contact Gellies SRL as soon as possible at contact@mygellies.com so that a check can be carried out with the carrier.

In the event of a lost, damaged or abnormally delayed parcel, the customer is invited to contact Gellies SRL at contact@mygellies.com, attaching any useful evidence where possible, including photos of the parcel, tracking information or exchanges with the carrier.

8. Right of withdrawal

In accordance with the rules applicable to distance selling, the consumer customer generally has a period of 14 calendar days from receipt of the order to exercise the right of withdrawal without having to give reasons.

To exercise this right, the customer must notify the decision in writing at: contact@mygellies.com.

The product must be returned in its original packaging, unopened, unsealed, unused, complete and in a condition allowing resale.

For reasons of hygiene, food safety and animal health protection, no return will be accepted for any product that has been opened, unsealed, used, started, damaged, soiled, altered or whose protective packaging has been removed.

Return costs are borne by the customer, except in the event of an error attributable to Gellies SRL or a proven product defect.

Where the right of withdrawal is validly exercised and the returned products meet the above conditions, the refund will be made within 14 days from receipt of the returned products or proof of shipment provided by the customer.

No refund will be made for a product that has been opened, unsealed, used, damaged or does not meet the return conditions.

The right of withdrawal does not apply to professional customers when the purchase is made in a professional context.

9. No refund in case of refusal by the animal

Gellies SRL makes every effort to offer a palatable, practical product suited to its intended use.

However, the customer expressly acknowledges that every animal is different. Acceptance may depend on many factors, including the animal’s behaviour, appetite, eating habits, state of health, stress level, the type of medicine used, and the smell, taste, size or texture of that medicine.

Gellies SRL therefore does not guarantee that the product will be accepted by all animals or that it will systematically allow medication to be administered to an animal.

Refusal of the product by the animal, spitting out the medicine, avoiding the product, refusing to eat it, sorting the medicine, eating only part of the product or not reacting as expected does not in itself constitute a defect, non-conformity or reason for refund.

No refund will be granted solely because the product does not work for a specific animal if the delivered product conforms to the order, is not defective, has not expired and has been properly stored.

10. Legal guarantee and defective products

Products sold by Gellies SRL benefit from the legal guarantee applicable to consumer goods.

This guarantee covers lack of conformity existing at the time of delivery, within the limits provided by law.

In the event of a product that is clearly defective, does not conform to the order or was damaged during delivery, the customer must contact Gellies SRL as soon as possible at contact@mygellies.com, attaching photos of the product, packaging, batch number and received parcel where possible.

The legal guarantee does not cover issues resulting in particular from:

• improper use of the product;
• incorrect storage;
• failure to follow the instructions on the packaging or website;
• inappropriate opening or handling;
• use after the indicated durability date;
• use with an animal for which the product is not suitable;
• a reaction specific to the animal;
• refusal of the product by the animal when the product is compliant;
• incorrect administration of the medicine by the customer;
• a medicine whose size, smell, texture or taste prevents the animal from accepting the product.

In the event of a proven defect or confirmed non-conformity, Gellies SRL will offer, as appropriate and in accordance with applicable law, a replacement, refund or any other suitable solution.

11. Instructions for use and liability

The customer undertakes to use the products in accordance with the instructions on the packaging, on the website or in any communication sent by Gellies SRL.

The customer is responsible for checking that the product is suitable for their animal, particularly in case of allergy, intolerance, specific diet, known medical condition, ongoing veterinary treatment or particular sensitivity.

In case of doubt, the customer is invited to seek veterinary advice before use.

Gellies SRL cannot be held liable for inappropriate use of the product, failure to follow instructions, incorrect storage, incorrect administration of a medicine, incorrect dosage of the medicine or a reaction linked to the animal’s specific situation.

Gellies products are intended to help administer medicine but do not guarantee that the animal has effectively ingested the medicine. The customer remains responsible for checking that the animal has actually ingested the medicine according to the veterinarian’s recommendations.

12. Product storage

The customer undertakes to store the products according to the instructions on the packaging or communicated on the website.

Products must in particular be stored away from excessive heat, humidity, direct light and any source of contamination.

After opening, the customer must comply with any storage and use-by instructions mentioned on the packaging.

Gellies SRL cannot be held liable for product deterioration resulting from inadequate storage, improper handling or failure to follow storage instructions.

13. Personal data

The customer’s personal data is collected and processed to manage orders, payments, deliveries, customer service, after-sales service, legal obligations and, where applicable, authorised commercial communications.

The data is processed in accordance with the General Data Protection Regulation.

The customer may exercise rights relating to personal data by contacting Gellies SRL at: contact@mygellies.com.

A detailed Privacy Policy is available on the website.

14. Intellectual property

All content on www.mygellies.com, including texts, images, photographs, videos, graphic elements, logos, recipes, packaging, trade names, trademarks and distinctive signs, is protected by intellectual property law.

Any reproduction, representation, modification, adaptation, distribution or exploitation, in whole or in part, without the prior written authorisation of Gellies SRL is strictly prohibited.

15. Force majeure

Gellies SRL cannot be held liable for delay or non-performance resulting from an event beyond its control, such as a strike, technical failure, interruption of transport services, natural disaster, administrative decision, supply disruption, logistical incident, health crisis, supplier issue or any other force majeure event.

16. Customer service

For any question relating to an order, delivery, product or complaint, the customer can contact Gellies SRL at:

contact@mygellies.com

Gellies SRL will endeavour to respond as soon as possible.

17. Applicable law and disputes

These General Terms and Conditions of Sale are governed by Belgian law.

In case of difficulty, the customer is invited to contact Gellies SRL first at contact@mygellies.com in order to seek an amicable solution.

For consumer customers, the competent courts will be determined in accordance with the applicable legal rules, without prejudice to the consumer’s mandatory rights.

For professional customers, unless mandatory law provides otherwise, any dispute relating to the validity, interpretation, performance or termination of these General Terms and Conditions of Sale shall fall within the jurisdiction of the courts of the judicial district of Gellies SRL’s registered office.