Terms & Conditions

Last updated: 2 November 2026

These Terms & Conditions apply to consumer purchases through www.doctorelk.com. They explain how orders are placed, how we supply products and the rights that apply to your purchase.

Please read them together with our Shipping & Returns page. Our Privacy & Cookie Policy explains how we process personal data.

1. About Doctor Elk

Doctor Elk is a trading brand of:

[FULL REGISTERED COMPANY NAME]
[REGISTERED OFFICE, IF DIFFERENT FROM THE ADDRESS BELOW]

Correspondence and returns address:
Stegne 35
1000 Ljubljana
Slovenia

Company registration number: [NUMBER]
VAT identification number or applicable tax status: [DETAILS]
Company register and registration court: [DETAILS]
Share capital and paid-in amount, where applicable: [DETAILS]

Email: info@doctorelk.com
Telephone: +386 51 600 280

In these terms, “we”, “us” and “our” refer to the legal seller identified above.

2. Scope of these terms

These terms apply when you purchase as a consumer for purposes mainly outside your trade, business or profession.

Wholesale, veterinary-practice and other business purchases require separately agreed business terms.

Nothing in these terms excludes or restricts mandatory consumer rights.

3. Our products

Doctor Elk provides nutritional products for pets. Each product’s description and label specify its intended species, composition, feeding instructions, storage conditions and relevant precautions.

Our pet feed products are for animal consumption only. They are not intended for human consumption and are not veterinary medicines.

Website information provides general nutritional guidance and does not replace veterinary examination, diagnosis or treatment. Our feed products are not intended to diagnose, prevent, treat or cure disease.

Follow the product’s feeding and storage instructions. Seek veterinary advice where your pet has a medical condition, takes medication, is pregnant or nursing, or requires an individual feeding assessment.

Individual responses may vary. We do not guarantee a particular clinical outcome.

Product information provided before purchase forms part of the contract. We will not substitute a materially different product or formula without your agreement.

4. Placing an order

To place an order:

Select your products and quantities.
Review your basket.
Enter your contact, billing and delivery information.
Select an available delivery and payment method.
Review the total price and submit your order.

You can correct your entries before submission. The final order button clearly indicates that placing the order creates an obligation to pay.

Please provide accurate details so that we can process and deliver your order.

5. When the contract is formed

By submitting an order, you make an offer to purchase the selected products.

The sales contract is formed when we send an email expressly confirming acceptance of your order. A message that only acknowledges receipt is not acceptance unless it expressly states otherwise.

If we cannot accept your order, we will inform you promptly and refund any payment taken for the unaccepted order without undue delay.

Once an order is accepted, we will fulfil the contract or provide the remedies required by applicable law. We do not reserve an unrestricted right to cancel accepted orders.

We send the accepted order details, applicable terms and withdrawal information by email in a form you can retain.

The contract language is the language selected and offered at checkout. We retain order records in accordance with applicable requirements. You may request a copy by contacting us.

6. Prices and payment

Consumer prices are displayed in euros and include applicable VAT. Shipping charges and any other charges payable to us are disclosed before you submit your order.

Available payment methods and payment timing are shown at checkout. We provide an invoice in accordance with applicable requirements.

We do not store your full credit or debit card details. Payments are processed through the payment service providers available at checkout.

Prices may change for future orders. Changes do not affect an accepted order.

If a listing contains an error, we will contact you to resolve it in accordance with applicable law. We will not charge a higher amount or supply an alternative without your agreement.

7. Delivery

We deliver to the destinations available at checkout. Product and destination restrictions may apply.

Delivery methods, charges, any processing period and the applicable delivery estimate are disclosed before purchase. Further information appears on our Shipping & Returns page.

Unless another period is expressly agreed, we deliver without undue delay and within 30 days after the contract is concluded.

If we miss the agreed delivery period, you may give us an appropriate additional period to deliver. If we still fail to deliver, you may terminate the contract and obtain a refund without undue delay.

No additional period is required where applicable law permits immediate termination, including where we refuse delivery or miss an essential agreed delivery deadline.

Risk of loss or damage passes when you, or a person you designate other than the carrier, physically receive the goods. The statutory exception applies where you independently appoint a carrier we did not offer.

Please contact us promptly about missing, damaged or incorrect deliveries. Failure to obtain an immediate carrier report does not remove your statutory rights.

8. International deliveries

For destinations outside the EU VAT territory, import VAT, customs duties or carrier clearance charges may apply. Unless expressly included at checkout, these charges are payable by the recipient.

We offer delivery only where the ordered products can lawfully be supplied. International availability is determined by the products and destinations enabled at checkout.

9. Changing or cancelling an order

Contact info@doctorelk.com as soon as possible if you wish to change or cancel an order.

We will try to accommodate requests before dispatch. If the order has already been dispatched, your applicable statutory withdrawal rights remain available.

Prior approval or a return authorisation is not required to exercise a statutory right of withdrawal.

10. Your statutory right of withdrawal

For consumer online purchases, you may withdraw without giving a reason within 14 days.

The period ends 14 days after the day you, or your designated recipient other than the carrier, receive the goods. If products from one order are delivered separately, the period runs from receipt of the last product. For regular deliveries over a defined period under one contract, it runs from receipt of the first delivery.

To withdraw, send a clear statement to:

Email: info@doctorelk.com

Postal address:
Doctor Elk
Stegne 35
1000 Ljubljana
Slovenia

You may use the model withdrawal form below, but it is optional. Sending your statement before the deadline is sufficient.

You may also submit your statement through our online withdrawal function: [INSERT WORKING WITHDRAWAL LINK]. We will acknowledge online submissions by email without undue delay, including the statement and its submission date and time.

11. Returns and refunds following withdrawal

After notifying us, send the goods back without undue delay and within 14 days. The deadline is met if you send them before that period expires.

You pay the direct return postage costs for a change-of-mind return unless we agree otherwise. We bear the necessary costs of valid faulty or nonconforming product claims.

We refund the relevant payments without undue delay and within 14 days after receiving your withdrawal notice. Unless we offer to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of return, whichever happens first.

For withdrawal from the entire order, we also refund the least expensive standard delivery charge offered for that order. Additional charges for a premium delivery method are not refundable.

Refunds use your original payment method unless you expressly agree to another method that does not incur fees. We do not charge a restocking fee.

Please return products securely packed. Original outer packaging is helpful but is not an absolute condition for statutory withdrawal.

Subject to applicable law, you are responsible only for loss of value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Opening, consuming or contaminating a product may reduce its value. Any deduction must reflect the actual justified loss.

These provisions do not restrict your rights concerning faulty or nonconforming products.

12. Our additional 30-day returns offer

In addition to statutory rights, you may notify us within 30 days of delivery that you wish to return an unopened product.

To qualify for this voluntary offer, products must be unused, unopened, with the safety seal intact and in their original product packaging. Return them within 14 days after notifying us.

We refund the price paid for eligible returned products within 14 days after receiving them. You pay return postage. Original delivery charges are not refunded under this voluntary offer.

These additional conditions do not override statutory withdrawal rights or conformity claims.

13. Faulty or nonconforming products

We are responsible for products meeting the contract and applicable legal conformity requirements.

Under Slovenian law, we are liable for nonconformity existing at delivery that becomes apparent within two years. This does not extend a product’s stated minimum storage life. A problem appearing within one year is presumed to have existed at delivery unless the contrary is established or that presumption is incompatible with the nature of the goods or problem.

Notify us within two months of discovering the problem, describe it and allow us to inspect the goods. Your order details, batch number and photographs are helpful where available.

You may first request free restoration of conformity by repair or replacement, subject to statutory impossibility and proportionality rules. Replacement is generally the practical remedy for pet feed products.

Conformity must be restored without significant inconvenience within 30 days of notification. A justified extension of up to 15 days is possible only where legally permitted, with its reasons and length communicated before the original deadline expires.

A proportionate price reduction or termination is available where the statutory conditions are met, including failure to restore conformity, a recurring or sufficiently serious problem, or a refusal or clear inability to resolve it properly.

Under Slovenian law, you may also terminate if nonconformity appears less than 30 days after delivery. Termination is unavailable for a merely minor problem; we bear the burden of proving that it is minor.

We bear necessary costs of valid claims. If we dispute the existence of nonconformity, we notify you in writing within eight days of receiving your claim.

Following valid termination for nonconformity, we refund without delay and within eight days after receiving the goods or proof of return. A valid proportionate price reduction is refunded within eight days of receiving the request.

Any stronger mandatory rights applicable to you remain unaffected.

14. Promotions and bundles

Promotion conditions, eligibility requirements and validity periods are disclosed with the offer before purchase. Discounts cannot be combined unless the offer permits it.

We do not retrospectively change the agreed price of an accepted order.

Where a partial bundle return is available, the refund reflects the price allocated to the returned items under the arrangement disclosed before purchase. We do not impose undisclosed penalties or restrict statutory remedies for products purchased together.

15. Newsletters and recurring orders

Joining our email list does not create a paid product subscription or authorise recurring charges.

Any recurring product order requires separate express agreement to the price, payment and delivery frequency, duration, renewal conditions and cancellation procedure disclosed before purchase.

These terms alone do not authorise recurring payments.

16. Privacy

Our Privacy & Cookie Policy explains how we process personal data and how you can exercise your rights.

Acceptance of these sales terms is not consent to optional cookies or unrelated marketing.

17. Website content

Website text, photographs, graphics and branding are protected by applicable intellectual property laws.

You may view and retain content for personal use and to exercise your consumer rights. Other uses require permission unless permitted by law.

18. Liability

We remain responsible for our contractual and statutory obligations.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability under mandatory product liability rules or for intentional wrongdoing, gross negligence, or death or personal injury caused by our negligence.

These terms do not exclude compensation or other remedies available under mandatory law.

19. Complaints and dispute resolution

Send complaints to info@doctorelk.com or write to Doctor Elk, Stegne 35, 1000 Ljubljana, Slovenia.

Please explain the issue and the outcome you seek. We will review complaints fairly, respond without undue delay and comply with applicable statutory deadlines.

[INSERT CONFIRMED ADR STATEMENT: identify the recognised consumer alternative dispute resolution provider, including its name, postal address and website; or expressly state that the seller does not recognise any provider as competent for its consumer disputes, where legally permitted.]

We provide the information required by law in our final complaint response. Your right to seek redress through competent courts or other statutory channels remains unaffected.

20. Applicable law and updates

These terms are governed by Slovenian law.

If you are a consumer habitually resident in another country to which we direct our activities, this choice does not deprive you of mandatory protection under the law applicable without that choice.

Court jurisdiction is determined by applicable law. These terms do not require consumers to bring proceedings exclusively in Slovenia.

The version supplied with your accepted order applies to that order. Updated terms apply to future purchases and do not retrospectively alter existing contracts.

If a provision is unenforceable, applicable law determines its effect. The remaining provisions continue where legally possible.