1. Scope
These General Commercial Terms and Conditions apply to the use of the website www.crubarf.com and all orders and deliveries between CRU BARF, SCP (Commercial name: CRU), CIF J67392969, Administrator Sandra Moya, Address Calle Tordera 44, Local – 08012 Barcelona (hereinafter referred to as CRU) and its customers through the online store www.crubarf.com.
Please read these Conditions carefully before using this website or placing an order through it.
By purchasing, you agree to be bound by these conditions. If you do not agree with these conditions, you should not place any order.
These Conditions may be modified, so we recommend reading them before placing an order.
2. Use of the website www.crubarf.com
These conditions are the only conditions applicable to the use of this website and replace any other. These conditions are important to both customers and CRU and have been designed to create a legally binding agreement protecting the rights of customers and CRU.
The customer declares that, by placing his order, he has read and accepts these Conditions without reservation.
The client agrees that:
You may only use the website to make legally valid inquiries or orders. You may not place any speculative, false or fraudulent order. If CRU has reasonable grounds to believe that such a request has been made, it will be authorized to cancel it and inform the relevant authorities.
The client is also obliged to provide his or her email address, postal address and/or other contact information in a true and correct manner and consents that CRU may use this information to contact the client if necessary ( see our Privacy Policy ).
If the customer does not provide CRU with all the necessary information, CRU will not be able to process the order.
By placing an order through this website, the customer guarantees that he or she is over 18 years of age and has the legal capacity to enter into binding contracts.
3. Placing orders, contracting and limiting quantities
Placing orders
CRU offers its customers food and supplements for dogs and cats.
By clicking on products or product descriptions, the customer accesses product details (ingredients, quantity, packaging, etc.). The product is stored in a virtual shopping cart, selecting the required quantity and clicking the “add to cart button”.
By passing the mouse over the “shopping cart icon-button” in the upper right corner of the online store, the customer will see a drop-down menu as a summary of their purchase where they can check which products and quantities have been placed in the shopping cart. the purchase as well as its prices.
By clicking on “View cart”, it will open on the screen and the customer will be able to see all the products and quantities selected with their prices, and will be able to make changes when deemed necessary.
Once the cart has been reviewed, by clicking on the "Checkout" button, the customer will go to the next page before completing the purchase.
If the customer has a discount code for CRU, they can enter it on this page at the top, on the same shopping cart page and must click on the “apply coupon button” so that it is discounted from the price total.
On this same page, the customer can enter the city, province and postal code to confirm the shipping costs by clicking on the “calculate shipping button”.
The customer also has the option of picking up the product directly at our physical store at 49 Tordera Street in Barcelona without shipping costs.
To guarantee the highest quality of our products, we only send individual frozen menu packages within the city of Barcelona and to addresses within the following postal codes:
BARCELONA CITY
080010800808015080220802908037080020800908016080230803008041080030801008017080240803108004080110801808025080320800508012080 19080260803308006080130802008027080340800708014080210802808036
*If you try to buy any product that is only sold in Barcelona city, indicating an address outside the postal codes indicated above, the system will show you an error screen and you will not be able to confirm the order until you delete it from the basket.
SEE POINTS 4 AND 5.
Once the shipping costs are confirmed (shipping costs on orders over €79 will be free) and if the customer does not wish to add more products, the customer must click on the “Complete Purchase button” and will be directed to the page where to complete your personal and billing information.
Registered customers can enter their username and password at this time to automatically use their stored information for the order.
Alternatively, the customer can register as a new customer and create a customer account, or continue the purchase without creating a customer account. In such case, the customer must enter their required address and billing information.
The cart page allows the customer to choose a delivery date and window. For reasons related to our logistics partners, this option is only valid for shipments within the zip codes indicated above. Shipments to the rest of the Spanish peninsula will be delivered every Wednesday and Friday. See points 4 and 5.
If the customer selects the Subscribe option, their email will be automatically added to our database to receive our newsletter and commercial promotions. If you do not wish to receive CRU's newsletter, discounts and promotions, you can unsubscribe from the same email you receive or by requesting it from the company through hola@crubarf.com.
At the bottom of the page, the customer will be able to see a summary of their order with the total price including price details (tax included) and shipping cost if applicable.
In the final part the client will find the payment methods available for CRU.
Caixa RedSys Payment Gateway
The order is completed by checking the box "I have read and agree with the terms and conditions of the website" and clicking on the "Finish purchase" button which will open the RedSys secure payment page where payment will be made. .
This means that a binding offer has been made.
PayPal
The order is completed by checking the box "I have read and agree to the terms and conditions of the website" and clicking on the "Go to Paypal" button, which will open the secure PayPal payment page where you will proceed. to payment. This payment method has a surcharge of €2.70 per order.
This means that a binding offer has been made.
Direct Bank Transfer
The order is completed by checking the box "I have read and agree to the terms and conditions of the website" and clicking on the "Place order" button. On the next page you will find the bank details and CRU IBAN with which you will be able to make the transfer. Remember to indicate your order number and full name in the transfer concept.
The offer will not be binding until the payment transfer is received. To speed up the process, we recommend that you send us proof of the transfer by email to hola@crubarf.com or through the WhatsApp chat on the website.
What happens next?
Hiring
The images that appear in the product description are intended for informational and illustrative purposes and do not constitute binding offers for sale.
For its part, the customer makes a binding offer to enter into a purchase contract, upon completing the order process, by clicking on the "Finish purchase" button.
The customer then receives an automatic confirmation of receipt of the order by e-mail (order confirmation).
This order confirmation does not constitute acceptance of the offer. The contract with CRU is only closed if CRU sends the ordered products to the customer and this shipment is confirmed by email, telephone or WhatsApp.
4. Prices and shipping costs
Prices
The price of the products will be the one stipulated at any time on our website. All prices contain legal Value Added Tax (VAT) and other price elements, and must be understood separately from any shipping costs that may be incurred.
Shipping costs
Orders in the city of Barcelona, within the Postal Codes stipulated in the table in section 3, have shipping costs of 10 EUR and are made with Stuart, Glovo or our own couriers. Stuart is a premium courier service with electric motorcycles that we hire especially for used cars to guarantee delivery in the time slot you choose. If for reasons not attributable to CRU you are not present to receive the package in the indicated time slot, you will have to pay the cost of express shipping again or come pick it up at our office at Tordera Street 44, 08012 Barcelona.
Shipments outside the codes mentioned above and to the rest of mainland Spain have shipping costs of 10 EUR and are made with GLS as long as they contain frozen product.
Orders that only contain dry food have a shipping cost of €6 for all locations.
Both in the city of Barcelona and in the rest of mainland Spain, shipping is free for purchases of 89 EUR or more in our online store.
5. Delivery
For the city of Barcelona:
FROZEN PRODUCTS:
Within the Postal Codes stipulated in section 3: When confirming your shipment you can determine the delivery time slot of your preference from Monday to Thursday between 10 and 12 hours; between 12 and 2 p.m. and from 4 to 6 p.m. and on Fridays from 10 a.m. and 12 p.m. and between 12 and 2 p.m.
If you do not indicate a preference, CRU will contact you to agree on the most convenient time. Stuart is a premium courier service with electric motorcycles that we hire especially for used cars to guarantee delivery in the time slot you choose. If, for reasons not attributable to CRU, you are not present to receive the package, you will have to pay the express shipping cost again or come pick it up at our office at Tordera Street 44, 08012 Barcelona.
If you place your CRU order before 1:00 p.m., you will be able to receive your order on the same day, within the time slot of 4:00 p.m. to 6:00 p.m. or another day chosen by you.
If you place your CRU order after 4 p.m., you will be able to receive your order starting the next day, in the two-hour time slot that you choose.
For example , if you place your CRU order on Monday at 11am, you can receive it on Monday at 4pm or any day after; If you place your CRU order on Monday at 6 pm, you can receive the order on Wednesday or any other day after from 10:00 a.m. to 7:00 p.m. in the time slot you choose.
DRY PRODUCTS (Snacks, teethers, nutritional supplements, etc.): All shipments of dry products are delivered to your home on Wednesday and Friday throughout the day through Tipsa. The night before delivery you will receive an email from Tipsa with the shipment details so you can track it correctly.
For the rest of mainland Spain:
FROZEN PRODUCTS: All shipments of frozen products outside the city of Barcelona are made on Tuesday and Thursday afternoons and are delivered to your home on Wednesday and Friday.
- PENINSULAR SPAIN (except: Barcelona city): Our logistics partner is GLS, we ship in premium express service with delivery before 2 p.m. The boxes come prepared with thermal porexpan coolers and dry ice to keep the product in optimal condition. CRU is not responsible for temperature losses in the event that the order is not received by the customer at the address and day indicated due to being absent. The order is prepared to withstand an incident or delay in delivery but not transit of more than 24 hours. The night before delivery you will receive an email from GLS with the shipment details so you can track it correctly.
DRY PRODUCTS (Snacks, teethers, nutritional supplements, etc.): All shipments of dry products are made on Tuesday and Thursday afternoons and are delivered to your home during the day on Wednesday and Friday before 7 p.m. through GLS . The night before delivery you will receive an email from GLS with the shipment details so you can track it correctly.
CRU does not ship orders on weekends or national holidays. Exceptionally, the delivery date could be altered by courier issues external to CRU or by trying to adapt to national holidays.
In the event that some of the requested products are not available in stock, CRU will inform the customer as soon as possible and will propose other comparable substitute products. If a similar product is not available, or the customer does not wish to receive that product, CRU will create a discount code for the amount of the product so that the customer can discount it on their next purchase.
If the customer makes a purchase of more than €79 with free shipping and then cancels shipping any of the products, if the total amount of the purchase without those products is less than €79, CRU will deduct the applicable shipping costs from the discount code. that will be created so that the customer can discount the price of the product on their next purchase.
The customer must be available to receive the products on the chosen day and within the times indicated above, especially if the order includes frozen foods.
CRU prepares orders lovingly and meticulously to maintain their freezing and high quality until the delivery time chosen by the customer. It is the customer's responsibility to ensure that there is someone to collect and sign for the delivery of the package on the chosen day and within the times indicated above. Alternatively, you can give instructions during the order process to leave the package on the chosen day in a safe place (for example with the doorman or with an informed neighbor) or to collect it at a delivery point of our collaborating companies in the case of products not frozen.
Courier companies try to take into account preferred delivery time slots but cannot guarantee them, which is why we send our orders with certified delivery before 2 p.m. In the event that delivery times are extended because the customer cannot receive the delivery for any reason on the chosen delivery day, CRU is not responsible for the thawing of the products and the possible impact on their quality and cannot accept returns, exchanges or cancellations of contracts in these cases.
If the customer is not available to receive and sign for the delivery and has left alternative delivery instructions in the remark field when placing the order (for example, delivering to a neighbor), he or she accepts all risks of receiving the packages. In the event of a dispute, proof of delivery will be evidence that the transport partner's van driver acted in accordance with the customer's delivery instructions.
Deliveries that are refused by the customer or where customers are not present to sign for 2 delivery attempts and do not pick up their shipment within 2 days (frozen products) or within 7 days (dry products) at their local GLS office or have not left alternative delivery instructions during the order, they will be returned to our warehouse in the case of dry products and frozen products destroyed.
In the case of frozen products, the customer cannot access a return, because the products will be thawed and damaged and CRU will consequently not be able to sell them.
In the case of other products (non-frozen) and if CRU is not able to deliver the merchandise for reasons beyond CRU's control in 3 attempts, an extra delivery charge will be imposed before reorganizing a delivery (9 EUR Peninsula).
All orders that include frozen products are shipped in special insulated thermal packages along with dry ice to ensure they arrive in optimal condition and still firmly frozen on the scheduled delivery day. During the summer months and in cases of delivery to locations where transit times are longer, products may arrive partially thawed. This does not in any way mean that the quality of the products is affected as the products can be safely refrozen in the freezer at home. Claims cannot be accepted based on this.
The frozen products leave the CRU facilities in chambers at -20º C, this turns them into stones that can rub against each other. CRU packages frozen products so that friction between packages is minimal, but due to incidents or knocks during transportation they can weaken some of the corners of the bags. This will mean that there may be some loss of liquid when defrosting and we therefore recommend doing so in an airtight container or on a plate. This does not mean in any way that the quality of the products is affected since the products have been deep frozen and are perfectly safe for furry animals. Claims cannot be accepted based on this.
CRU cannot be held responsible for non-compliance with any aspect of the delivery of the order that arises as a result of information given incorrectly (error in address, postal code, telephone, etc.). In these cases, the customer may be responsible for the cost of delivery, the return of the goods and the cost of the product in the case of frozen products. CRU will try to make two delivery attempts on the same day in case of the customer's absence. If the customer cannot receive the order on the indicated delivery day, CRU is not responsible for the possible cold loss of the shipment in the case of products frozen. If the order has been damaged, we will request a video of the products and a discount coupon will be issued in the name of the customer so that they can place the same order with a 20% discount.
CRU cannot be held responsible for failure to perform any aspect of delivery arising as a result of circumstances beyond CRU's control.
In the unlikely event that the order does not arrive on the scheduled delivery day, the customer must indicate what happened by email within a period of 24 hours, providing CRU with the order reference number and the date of delivery. Scheduled Delivery.
CRU is responsible for investigating the reason and responding within an additional period of 24 hours from receipt of the client's email.
If, as a result of investigations, CRU is unable to arrive at an appropriate reason for non-delivery or signed proof of delivery of the order cannot be located, CRU will consider that order as "lost." In this case, the customer can cancel his order and CRU will return the amounts paid in full, or make the necessary arrangements to fix the delivery of the merchandise on an alternative date. CRU cannot be held responsible for any loss or consequence that may result from a product being “lost” or not arriving on time.
6. Starter pack and subscription plan
On the starter pack page, you can access the different plans available ordered by size according to the weight of the dog.
Each plan consists of a one-week starter pack followed by a monthly subscription plan.
Initially, you will only proceed to pay for the starter pack.
If after 7 days you have not canceled the starter pack through your personal area or by writing to hola@crubarf.com , the starter pack will automatically renew to a monthly subscription plan. On the seventh day after contracting the starter pack we will charge the amount corresponding to the first month, thus successively renewing the payment every 28 days if it is not canceled at any time during the current month.
You can cancel or stop the plan at any time during the month up to 24 hours before the next month's renewal and delivery of your dog's food.
*The payment system for the starter pack and subscription plan is made only through the Stripe platform.
7. Property rights
The products remain the property of CRU until payment has been made in full. Prior to transfer of ownership, pledging, transfer of ownership as security, treatment or redesign is not permitted without CRU approval.
8. Right of withdrawal and return policy
(returns in exercise of the right to withdraw from the purchase)
Important: Exclusion of the right of withdrawal or exchange
The right of withdrawal or exchange does not apply in the case of contracts whose subject is frozen products. In these cases, CRU will not be able to accept returns, exchanges or cancellations of contracts unless the frozen products arrive in a damaged condition, defective or have not been ordered by the customer. In that case, CRU will ask the client for photos or videos to understand the problem and propose a solution. The maintenance of the cold chain cannot be guaranteed in these cases, so a resale by CRU is impossible.
For other contracts, consumer customers have the right to cancel the purchase within a period of 7 days from the date of receipt of the products and without having to give any reason, through an unequivocal statement (for example, a letter sent by email). CRU will not accept returns or exchanges whose written notification by the customer occurs after 7 calendar days from the date of receipt of the product by the customer or a third party indicated by the customer, other than the carrier.
The right to withdraw from the contract will apply exclusively to those products that are returned in the same conditions in which the customer received them. No refund will be made if the product has been opened, used or damaged in any way, so the customer must be careful with the product(s) while they are in their possession. CRU will not accept returns or exchanges if the product is not presented in perfect condition.
Any return or exchange must be authorized by CRU.
To obtain such authorization, the customer must request the return or exchange of the item from CRU by sending an email to orders@crubarf.com indicating the order number.
Once the customer has received the return or exchange authorization, the customer can proceed to return the products to the following address:
CRU BARF SCP (CRU); Tordera street 44, Local 1 – 08009 Barcelona.
The return will be made in the same way that was used to pay for the purchase once CRU has received the products and has verified that they are in perfect condition. Transportation costs derived from the return or exchange will be borne by the customer.
This provision does not affect the rights recognized by the consumer under current legislation.
Returns of defective products
In cases where the client considers that at the time of delivery the product does not comply with what is stipulated in the contract, they must contact CRU immediately either by phone, email, WhatsApp chat or through the form contact information providing CRU with product data, photos and videos, as well as information on the damage it suffers. If the damage is externally noticeable at the time of delivery, the customer must also claim it directly on the delivery note of the transport company that delivers.
Once the return or exchange is authorized, CRU will collect the products at the postal address indicated by the customer or request their destruction.
CRU will proceed to carefully examine the returned product and will inform the customer by e-mail or by telephone within a reasonable period of time if, in the particular case, it should be returned or replaced.
The return or replacement of the item will be made as soon as possible depending on the available stock of CRU and its suppliers, but in any case within a period not exceeding 4 weeks from CRU accepting the return of the product as defective by e-mail.
The amounts paid for those products that are returned due to a defect or defect, when it really exists, will be refunded to the customer in full, including the delivery costs incurred to deliver the item. The return will be made in the same way that was used to pay for the purchase.
Important – frozen products
All orders that include frozen products to destinations outside of Barcelona city are sent in our insulated thermal boxes with dry ice at -80ºC to guarantee that they arrive in optimal conditions and in a good frozen state on the scheduled delivery day. During summer months and delivery to locations where transit times are longer, products may arrive partially thawed. This does not in any way mean that the quality of the products is affected since the products can be refrozen in the freezer at home. Claims cannot be accepted based on this.
In the event that delivery times are extended because the customer cannot collect the delivery for any reason on the chosen delivery day, CRU is not responsible for the thawing of the products, the possible impact on their quality and on the pet's health by feeding them, and cannot accept returns, exchanges or cancellations of contracts in these cases.
The rights recognized by current legislation remain safe.
9. Guarantee and Liability
The provisions of legal guarantees apply.
10. Hyperlinks
CRU is not responsible in any way for those contents, commercial activities, products and services included that could be viewed through electronic links (links), directly or indirectly, through this website. CRU will in no case be responsible for the results obtained through said links or for the consequences that arise from access by clients to them. CRU will only be responsible, in accordance with article 17 of the LSSI, for the contents and services provided on the linked sites to the extent that it has effective knowledge of their illegality and has not deactivated the link with due diligence.
11. Payments, non-payment and discount vouchers
Payment methods
Payments can only be made by credit or debit card (Visa, Mastercard and American Express) through our payment gateway, with Paypal or Stripe.
CRU reserves the right to accept certain forms of payment only in individual cases. Payments by sending checks, bizum or cash will not be accepted. In this case, CRU is not responsible for any type of loss.
It should be taken into account that the payment gateway provided by CRU has advanced security measures to avoid interceptions in communications. However, any data transfer over the Internet has the risk of being intercepted by violating security systems.
Payment by credit/debit card
In the case of payment by credit/debit card, the amounts will be charged from the moment of purchase of the merchandise.
In the event that the details of the buyer and the cardholder do not correspond, CRU reserves the right to contact the client to confirm their identity or to contact the bank to ensure that there are no notifications of theft of the bank card.
In the event that the payment could not be made due to any circumstance, CRU will contact the client by telephone or through the email provided during registration to inform them of the incident.
PayPal
PayPal is an online payment service that guarantees secure, easy and fast payment. While placing the order you have the possibility of opening a PayPal account or paying directly through the platform without registration. Payment through this platform has a surcharge of €2.70.
Stripe
Stripe is an online payment service that guarantees secure, easy and fast payment. While placing the order you have the possibility of opening an account or paying directly through the platform without the need for registration.
Non-payment
In the event of late payment or lack of coverage, CRU reserves the right to claim interest for late payment. Interest will be calculated 5 percentage points above the ECB's base interest rate.
Coupons / discount vouchers
In the case of redeeming coupons/vouchers/credits, the client must accept the redemption conditions, amounts, validity period, etc. The corresponding information is set out on each discount coupon/voucher. In any case, only one discount coupon/voucher is accepted per order. No cash refund or offset with other orders is possible. Resale is not allowed.
12. Data protection
CRU takes the protection of its customers' data very seriously. CRU's data protection declaration can be found here .
13. Identification of the contracting party
CRU BARF, SCP (Commercial name: CRU), CIF J67392969, Calle Tordera 44, Local 1 – 08012 Barcelona
Administrator: Sandra Moya
14. Final provision
In the event that any provision of these General Terms and Conditions is or becomes invalid or inapplicable, the validity or enforceability of the other provisions of these General Terms and Conditions will not be affected thereby.
15. Printed version of the General Conditions and Business Conditions.
By clicking the print button on your browser, the customer has the option to view a print-ready version of these General Terms and Conditions.
This version can be printed or saved locally on a device.
Status of these General Commercial Terms and Conditions: March 1, 2019.
Updated: June 1, 2022