Last updated: 28/08/2026
1. Seller identity
The website naturodog.com (hereinafter "the Site") is published and operated by NATURÔDOG, a French simplified joint-stock company with a sole shareholder (SASU) with share capital of €5,000, a French house of care products for pets.
- Registered office: 340 Chemin de la Barberie, 14950 Saint-Étienne-la-Thillaye, France
- SIREN: 108 993 056, registered with the Lisieux Trade and Companies Register (RCS) under number 108 993 056
- EU VAT number: FR37108993056
- President: Geoffroy Adeline
- Email: contact@naturodog.com
- Phone: +33 6 95 85 85 82
- Site hosting provider: OVH SAS, 2 rue Kellermann, 59100 Roubaix, France
- Cart and checkout: Snipcart Inc. (Quebec, Canada)
- Payment provider: Stripe Payments Europe Ltd (Dublin, Ireland)
Hereinafter "the Seller".
2. Our products
We take the greatest care in presenting our products on the Site. Nevertheless, the colours and appearance of a product may vary depending on the Customer's screen, device and settings: such display differences cannot engage the Seller's liability.
Product descriptions may be changed at any time, without notice. The Seller reserves the right to withdraw a product from sale or to limit the available quantities, at its sole discretion.
Our products are intended exclusively for pets and for external use. They must not be used on humans. They are not designed to diagnose, treat or prevent any disease and are not antiparasitics.
2 bis. Nature of the products and regulatory framework
2 bis.1, Nature
The products sold on the Site are hygiene and care products intended for pets (in particular hydrolats). They do not constitute "cosmetic products" within the meaning of Regulation (EC) No 1223/2009, which applies exclusively to products intended for the human body.
2 bis.2, Regulatory framework
The products fall under the European and French rules applicable to consumer products, in particular Regulation (EU) 2023/988 on general product safety and, where applicable, the REACH and CLP regulations applicable to substances and mixtures.
2 bis.3, Claims
Unless stated otherwise, our products make no medical, pharmacological, immunological or antiparasitic claim. Any performance claim is to be understood in a strictly non-medical sense, such as an improvement in the comfort and appearance of the animal's coat and skin.
2 bis.4, Precautions for use
External use only. Avoid contact with the eyes and mucous membranes. Keep out of the reach of children. In case of irritation, discontinue use. In the event of illness, injury, parasite infestation or a suspicious reaction, consult a veterinarian.
3. Scope
These terms and conditions of sale ("Terms") govern the sale of products offered on the Site to any consumer acting for purposes outside their professional activity. Any order implies unreserved acceptance of the Terms in force on the day it is placed.
4. Prices
Prices are expressed in euros, including all French taxes, excluding delivery costs. They may change at any time. Products are invoiced on the basis of the price in force at the time the order is validated.
5. Order
The order process is as follows: add to cart, identification, summary, choice of delivery method, payment, then confirmation. The order becomes final after payment confirmation. The Seller reserves the right to refuse any abnormal order or order placed in bad faith.
6. Payment
Accepted means of payment: bank card, Apple Pay, Google Pay and other means offered at checkout by Stripe. Payment is due at the time of ordering. Transactions are secured. The products remain the property of the Seller until full payment of the price (retention of title clause).
7. Delivery
7.1, Zones
Delivery to mainland France (including Corsica), French overseas territories and the European Union. The rest of the world is not served.
7.2, Carriers and processing
Orders are shipped via Colissimo (La Poste) and Chronopost. They are prepared and handed to the carrier within 24 working hours of payment confirmation.
7.3, Costs and times
- Mainland France, Colissimo tracked home delivery (2 business days): €6.90, free from €60 of purchase.
- Mainland France, Colissimo pickup point (2-3 business days): €5.90, free from €60 of purchase.
- Mainland France, Chronopost express, next business day before 1 pm for orders placed before 12 noon (CET): €19.90.
- French overseas territories, Colissimo (5-7 business days): quoted at the time of order and submitted to the Customer for acceptance before dispatch.
- European Union, Colissimo International (5-7 business days): €12.90, free from €90 of purchase.
7.4, Receipt
Risk transfers to the Customer upon delivery of the parcel. In case of a missing or damaged parcel, the Customer must make precise reservations with the carrier and contact the Seller (contact@naturodog.com) within 48 hours, with photographs.
8. Right of withdrawal and returns
8.1, Period
In accordance with Articles L.221-18 et seq. of the French Consumer Code, the Customer has fourteen (14) days from receipt of the order to exercise their right of withdrawal, without reason or penalty.
8.2, Conditions
To be taken back, the product must: not have been used beyond what is necessary to check its nature and characteristics; be complete and in its original packaging in good condition; be free from any deliberate damage.
8.3, Procedure
The Customer initiates their return from their order tracking page, or by writing to contact@naturodog.com to receive a return label. Return address: NATURÔDOG, 340 Chemin de la Barberie, 14950 Saint-Étienne-la-Thillaye, France.
8.4, Return costs
From mainland France (including Corsica), return shipping costs are borne by the Seller: a prepaid return label is sent to the Customer on request and no charge is made.
From the European Union and the French overseas territories, return shipping costs remain payable by the Customer, in accordance with article L.221-23 of the French Consumer Code. The Customer arranges the return freely; as a guide, a standard return from within the European Union costs between €10 and €20 depending on the country and carrier. The Seller recommends a tracked shipment, as the risk of loss lies with the Customer until receipt.
8.5, Defective or non-conforming product
The Customer is invited to check their order on receipt and to report without delay any defective, damaged or non-conforming item via the contact form. Photographs may be requested.
8.6, Exchanges
The fastest way to obtain a different product is to return the original item (subject to acceptance), then place a new order.
8.7, Refunds
After receipt and inspection of the return, if accepted, the refund is made to the original means of payment within a maximum of fourteen (14) days. An additional period specific to the Customer's bank may apply.
9. Returns outside withdrawal
In case of a preparation error or a defect found on receipt, the Customer contacts the Seller within 72 hours, with photographs. The Seller then proceeds, as the case may be, to an exchange, a credit note or a refund.
10. Legal guarantees
10.1, Legal guarantee of conformity
In accordance with Articles L.217-3 to L.217-14 of the French Consumer Code, the Customer benefits from a legal guarantee of conformity covering defects appearing within two (2) years of delivery. They may obtain, free of charge, the repair or replacement of the product; failing that, a price reduction or cancellation of the sale. No proof of the defect at delivery is required during the first twenty-four months.
10.2, Guarantee against hidden defects
Independently of the above, the Customer benefits from the guarantee against hidden defects (Articles 1641 to 1649 of the French Civil Code), within two (2) years of discovering the defect. They may then return the product for a full refund, or keep it against a price reduction.
10.3, Implementation
Requests are made by email to contact@naturodog.com or by post to: NATURÔDOG, 340 Chemin de la Barberie, 14950 Saint-Étienne-la-Thillaye, France.
10.4, Independence
These legal guarantees apply independently of any commercial guarantee.
11. Liability
The Site's contents are provided for information purposes and are no substitute for the advice of a veterinarian.
12. Intellectual property
The texts, visuals, trademarks, names and packaging of the Site are protected. Any reproduction, even partial, is prohibited without the prior authorisation of the Seller.
13. Personal data
The Customer's data are processed for order management, customer relations and, subject to consent, commercial prospecting. The Customer may exercise their rights of access, rectification, objection and deletion by writing to contact@naturodog.com. See the Privacy Policy.
14. Consumer mediation
In accordance with Articles L.612-1 et seq. of the French Consumer Code, the Seller is a member of the consumer mediation scheme CM2C (Centre de la Médiation de la Consommation de Conciliateurs de Justice). After submitting a written complaint to the Seller's customer service and failing a satisfactory solution within two months, the Customer may refer the matter to this mediator free of charge:
Mediation is admissible only if a written complaint has first been sent to the Seller, if the request is submitted within one year of that complaint, and if the dispute has not already been examined by another mediator or by a court.
15. Applicable law and disputes
These Terms are governed by French law. Failing amicable resolution, the French courts have jurisdiction, without prejudice to the protective provisions for consumers.
16. Force majeure
The Seller cannot be held liable in the event of an external, unforeseeable and irresistible event making the performance of its obligations impossible.
17. Customer service
Email: contact@naturodog.com, indicative response time: 2 business days.
18. Telephone canvassing
In accordance with Article L.223-2 of the French Consumer Code, consumers may register free of charge on the Bloctel telephone canvassing opposition list: www.bloctel.gouv.fr.
