Terms & Conditions

Last updated: 2026-08-05

Petgood AB's general terms and conditions

GENERAL
Information about Petgood AB

These general terms and conditions (the "terms") are provided by Petgood AB (559263-1351) ("Petgood AB", "us", "our" or "we").

Contact details

You can contact us using any of the contact details set out below (the "contact details"):

Phone number: +46 852 027 699
Email address: help@petgood.com
You can also contact us via the chat function on our website.

Accepting the terms

By creating an account and/or ordering products, you accept the terms.

Changes to the terms

We may change these terms at any time. The terms available on the website when you order products from us are the ones that apply if we accept your order.

Definitions

"Account" means the account that you register and create on the website.

"Contact details" means the information set out under the "Contact details" section above. "Functions" means the website, your account and the products collectively.

"Privacy policy" means our privacy policy (https://petgood.com/pages/privacy-policy), which describes how we process personal data.

"Product or products" means the product described under the "The product" section below that we have made available via the website, together with such other related equipment, services and information that we make available to you.

"Website" means our website (https://petgood.com/).

THE PRODUCT

Description of the product

More information about the products can be found on the website.

Creating an account

To order the products, you can create an account. You may not transfer the account to others, and you may only register one (1) account. Once an account has been created, and payment has been made where advance payment is required, the products become available and can be ordered in accordance with the instructions on the website.

Ordering products

We ask you to order the products in accordance with the instructions on the website.

Our confirmation of your order takes place when we send you an email. Our confirmation means that a contract has been established between you and us. If we are unable to confirm your order, we will inform you of this in writing and will not charge you anything.

If you need to change an order, please contact our customer service using the contact details below. We will let you know whether the change is possible. If it is possible, we will inform you of any changes to the price of the products, the time of delivery or anything else that would be necessary as a result of your requested change, and ask you to confirm whether you wish to proceed with the change.

Delivery of products

During the ordering process, we will inform you of when and where we will deliver the products to you, including any accompanying goods or digital content.

The delivery time depends on whether the ordered products are in stock, or whether they are products that are out of stock. Orders that contain both products in stock and products that are out of stock may be held until all sold-out products are in stock with us, after which we will ship the entire order.

We may, at our own discretion, deliver the products in partial deliveries in any order. Delivery takes place via the following shipping partners:

• PostNord
• Airmee
• Early Bird
• DHL
• DSV

You can read more about our shipping partners on their respective websites: PostNord (postnord.se), DHL (dhl.com), Airmee (airmee.com), Early Bird and DSV.

Some options may involve a shipping cost, which in that case is clearly stated when ordering. The expected delivery time is stated during the ordering process. Please note that delivery of large parcels may be changed to home delivery and that light parcels may be delivered to the mailbox at your registered address. We do not guarantee that the shipping options are available at the destination to which you want delivery to be made.

We deliver to the following countries/regions: Sweden, Denmark, Finland, Norway, Belgium, the Netherlands, Luxembourg, Germany, France, Ireland, Italy, Spain, Portugal, Austria, Switzerland, Poland, the Czech Republic, Slovakia, Slovenia, Hungary, Croatia, Bulgaria, Romania, Greece, Estonia, Latvia, Lithuania, Åland. Delivery times, payment options, shipping partners and shipping cost may differ from what is stated in these terms if you want the products delivered outside Sweden. The specific terms that apply to a delivery of products outside Sweden will be communicated to you during the ordering process.

We have the right to charge you for handling that arises when you do not collect your ordered products in time from the delivery point after transport of the products. The same applies if you, or anyone on your behalf, is not present at the time of delivery. We may cancel the delivery if you have provided us with incorrect, incomplete or inaccurate information prior to delivery.

PRICES AND PAYMENT

Price information

You must pay all applicable fees stated and described on the website for the products you have selected. The prices for the products are stated on the website and include any expressly stated relevant delivery costs, value added tax (VAT) or other charges and taxes (where applicable). The price of the products provided to you is the price stated on the order pages when you placed your order.

We have the right to change the prices for the products. If we change the prices, we will notify you in advance. By continuing to order the products after the price changes take effect, you agree to be bound by the new prices.

Payment information

Payment for the products can be made in accordance with what is stated below. We offer payment through:

• Card or debit card
• Klarna
• Swish
• Apple Pay
• Google Pay

For one-time purchases, you can pay by card, Klarna, Swish, Apple Pay or Google Pay. For subscriptions, we can currently only offer card payment. Which payment methods are available for your particular order is clearly shown at checkout.

We offer payments in collaboration with Klarna. Your payment is subject to the terms of the third party/provider: (https://www.klarna.com/se/villkor/). You may be asked to identify yourself, and credit checks may be obtained. When we use a third party for payments, we do not have access to or store any payment information.

The products can be paid for by credit or debit card. You must keep the payment information accurate and up to date. You undertake to pay within the set time for the payment method you choose. We have the right to shut down your account until you have paid all fees you have incurred. Payment after the due date may incur late fees and interest.

YOUR OBLIGATIONS

Eligible customers

We offer the products to private individuals acting as consumers (as defined in applicable local legislation).

You may not order the products or use any of the functions if you are under eighteen (18) years of age, unless you have legal permission from your guardian.

Use of the functions

When you use the functions, you must always comply with all applicable law and these terms. You may not use the app or website in a way that conflicts with our, or any third party's, rights and interests. You undertake to follow all instructions and recommendations that we provide from time to time.

You undertake that you are responsible for all activity that takes place under your account. Login details for your account must always be kept secure, and you may not share details relating to your account with any third party. If you suspect that your account or your login details have been used or are being used by a third party, you must contact us immediately using the contact details.

We have the right to refuse or adjust an order from you and to shut down your account in the event that you provide us with untrue, incorrect, outdated or incomplete information when you create your account. This also applies if you do not comply with these terms (for example, if you have not paid for the products in time) or other mandatory provisions of law.

Other obligations

We assume that the information, including contact details, that you provide to us is accurate and up to date. The information, including contact details, that you have provided to us will be used when we provide you with information and/or material, such as digital content, etc.

We only deliver the products to you for private use. You may not use the products for any commercial purpose, business purpose and/or resale purpose.

MARKETING

If you choose to receive marketing from us, we will send news and offers via the channels you have consented to - email and/or SMS. You can unsubscribe from this at any time: click the unsubscribe link in our email newsletters, reply STOP to an SMS from us, or contact us at help@petgood.com. How we process your personal data is described in our privacy policy.

OUR RESPONSIBILITY

Warranty

As regards products in physical form, we are responsible for original defects, such as a manufacturing defect. A defect that becomes visible within twenty-four (24) months is considered to have been there from the beginning, unless we can prove that the defect did not exist at the time of purchase or delivery. After twenty-four (24) months, it is up to you to prove that the defect existed at the time of purchase or delivery.

We are not responsible for defects caused by you, for example where you have not followed care instructions or if you have handled the products incorrectly.

Complaints

If you discover a defect in a product, you as a customer have the right to make a complaint about it. You must submit a complaint within a reasonable time after you discovered or should have discovered the defect - a complaint submitted within two (2) months from the time you discovered the defect is always considered to have been made in time. The right to complain applies for a maximum of three (3) years from the time of purchase. Therefore, always check your parcel as soon as you receive it. If your parcel is damaged, please document it with photos, as we need this when we forward your complaint to our shipping partners.

Then get in touch with us at help@petgood.com. Remember to state your order number, the reason for the complaint (for example wrong product, damaged product or missing product) and photos if applicable, so we can help you in the best and fastest way!

Your rights in the event of a defect

In the event of a defect, you can:

Demand repair of the products or demand a new delivery, which means that you receive other equivalent products, provided that this can be achieved at a reasonable cost to us.
Demand a price reduction or compensation to repair the products.
Cancel the contract, provided that the defect is of material significance to you.
Demand damages for costs that have arisen because of the defect. You can also demand damages in the event that something other than the products belonging to you or your family has been damaged because of the defective products.

Delay

Sometimes it may happen that we do not deliver the products within the period agreed between us (and you have not caused this delay). In the event of such a delay, you can:

Demand that we fulfil the order and deliver the products.
Cancel the contract, provided that the defect is of material significance to you.
Demand damages (you can demand financial damages for any harm caused by the delay).

Cancellation

You can always cancel the products before they have been delivered to you. If you cancel the order, we are entitled to compensation for costs we have incurred in connection with the order.
For a subscription or renewal, you must notify us no later than the day before your order is packed if you want to cancel or change it. If a parcel is cancelled after it has been packed - especially if it is already on its way - handling and shipping fees may apply.

Third-party services as part of our products

Sometimes we may rely on third-party services and/or product suppliers. Such suppliers act outside our reasonable control, and we shall not be held liable for any damages caused by an act or omission attributable to them.

Defects and delays outside our control (force majeure)

We are not responsible for delays and defects outside our control. If our suppliers are delayed by an event outside our control, we will contact you as soon as possible to notify you, and we will take measures to minimise the effect of the delay. Provided that we do this, we will not be held liable for defects and delays caused by the event, but if there is a risk of a material defect or delay, you can contact us to terminate the contract and receive a refund for any products you have paid for but not received.

RIGHT OF WITHDRAWAL
How to exercise the right of withdrawal

In accordance with the Swedish Act on Distance Contracts and Off-Premises Contracts, you have a right of withdrawal within fourteen (14) days from the day you receive the products. The right of withdrawal applies only to unopened packaging (the product must be in new, unchanged condition).

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear written notice. Start by contacting us at help@petgood.com, add your order number and the reasons why you want to return the product (e.g. exchange for another size), and we will help you further. Once we have received and handled your case, we will provide you with information on how to return the product.

You can also use this withdrawal form: the Swedish Consumer Agency's standard form, which you can find here.

Effects of the right of withdrawal

If you withdraw from a contract with us, we will refund the payments received from you, including the delivery cost you paid when ordering, provided that the products are returned unopened and in unchanged condition and have not decreased in value because you have handled the products in a way that is not necessary to examine the products. You as a customer bear the cost of the return shipping, and we deduct SEK 69 for return shipping from the amount refunded. The refund is made via the same payment method you used when purchasing, as soon as we have received the returned product.

All received products that you no longer want must be returned by you. Products that you want to return must be returned without undue delay and in any event no later than fourteen (14) calendar days from the day we are informed of your decision to cancel, or until we have received proof that the products have been sent from you, whichever occurs first.

To return products, you send the goods (including receipt or other proof of purchase) to the address that our support staff specifies (help@petgood.com). You as a customer bear the cost of the return shipping, which is done by deducting SEK 69 from the amount refunded.

CUSTOMER REVIEWS

Customers can leave reviews on Trustpilot either after receiving a sample of our product(s), or after purchasing one or more of our products from our website or from a retail partner.

Taste guarantee

Our mission is to create a more sustainable and transparent animal world, and we want to give more pet owners the chance to try petgood. As a first-time buyer, you therefore have the opportunity to get your money back if your dog or cat (against all odds) does not like our food. You can make use of the taste guarantee if:

You are a first-time buyer of dry food for dogs or cats from www.petgood.com
Dog: the guarantee applies to a bag of 5 kg or less
Cat: the guarantee applies to a bag of 2 kg or less
You get in touch with us within 30 days of purchase
There is at least 80% of the food left in the bag

The taste guarantee applies only to dry food for dogs and cats. Other products - such as wet food, toppings, treats and chews, supplements and accessories - are not covered. For these, our regular right of withdrawal on unopened packaging applies instead.

To use the taste guarantee, you email us at help@petgood.com and tell us that you want to use the taste guarantee. Attach a photo of the bag showing that at least 80% of the food is left, together with your order number. You do not need to send the food back. Once we have received your photo, we will refund what you paid for the food. The shipping fee for your original order is not refunded. The refund is made via the same payment method as when purchasing. If you shopped at a retailer or in a physical store, you should instead contact the retailer directly.

PRIVACY

We process your personal data in accordance with our privacy policy.

OWNERSHIP AND INTELLECTUAL PROPERTY RIGHTS

Our rights

The website is owned and operated by Petgood AB. All copyrights, trademarks, trade names, logos and other intellectual or industrial property rights held and used by us, as well as those presented in the functions (including titles, graphics, icons, scripts, source codes, etc.), are our property or the property of third-party licensors and may not be reproduced, distributed, sold, used, altered, copied, restricted or exploited (in whole or in part) without prior written permission.

Respect for our property

You may not manipulate, attempt to gain unauthorised access to, alter, hack, repair or otherwise adjust any of our material, hardware, source codes or information for any purpose.

Respect for our intellectual property

The products and other information, including all associated intellectual property rights, provided and made available by us, remain our exclusive property. You may not use our exclusive property for commercial or other purposes without our written consent.

APPLICABLE LAW

Swedish law shall apply to these terms and to our legal relationship in general.

COMPLAINTS AND DISPUTES

If you have any complaints, please contact our support department by sending an email to help@petgood.com.

We will always first try to resolve your complaints through discussions between you and our support department. In the event of a complaint or a dispute, however, you can always contact the National Board for Consumer Disputes (ARN).

Disputes concerning the interpretation and application of these terms shall be resolved by the National Board for Consumer Disputes or by a competent general court. In the event of a dispute before the National Board for Consumer Disputes, we will comply with the decision of the National Board for Consumer Disputes.

Please also note that disputes can be submitted for online resolution to the European Commission's online dispute resolution platform available at ec.europa.eu/consumers/odr.

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