TERMS & CONDITIONS
Last updated: 30 September 2026
These Terms & Conditions govern the use of www.lilodog.net and purchases of LILOdog products.
The online store is operated by:
Natali Peer s.p.
Pot k ribniku 16
3252 Rogatec
Slovenia
Company registration number: 7458037
Tax number: 83248137
Email: info@lilodog.net
The seller is not registered for VAT.
By placing an order, you confirm that you have read these Terms & Conditions before completing your purchase.
1. Products
LILOdog offers handmade dog gear.
We make every reasonable effort to display our products, colours and descriptions as accurately as possible. However, colours may appear slightly different depending on your screen and device settings.
Because our products are handmade, minor variations may occur between individual products. These are part of the handmade nature of our products and do not affect their functionality.
2. Prices
All prices in our online store are displayed in euros (EUR).
VAT is not charged as the seller is not registered for VAT.
The price applicable to your purchase is the price displayed when your order is placed.
Any applicable shipping costs are displayed before checkout is completed.
LILOdog reserves the right to change prices. Price changes do not affect orders that have already been confirmed.
3. Orders and Contract
Orders are placed through www.lilodog.net.
After successfully placing an order, you will receive an order confirmation at the email address provided during checkout.
Customers are responsible for providing accurate order, contact and delivery information.
If you notice an error after placing your order, please contact us as soon as possible at info@lilodog.net.
LILOdog reserves the right to refuse or cancel an order where there is a legitimate reason why the order cannot be fulfilled. If payment has already been received for such an order, the amount paid will be refunded.
4. Processing Time
Our current processing time is 3-10 business days.
All LILOdog products are carefully handmade in our small studio in Slovenia. Most products are made after an order is placed, so please allow approximately 3-10 business days for your order to be made before shipping, unless otherwise stated on the individual product page.
Processing time does not include shipping time.
For orders paid by bank transfer or pro forma invoice, processing time generally begins once payment has been received.
During periods of high order volume, processing may occasionally take slightly longer. If there is a significant delay, we will contact you.
5. Payment
Available payment methods are displayed during checkout.
Current payment options may include:
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credit or debit card payments via Stripe,
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Apple Pay,
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Google Pay,
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PayPal,
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bank transfer / pro forma invoice (Manual Payment).
When bank transfer or pro forma invoice is selected, the customer receives instructions for completing the payment.
For this payment method, processing of the order generally begins once payment has been received.
Online card payments are processed by third-party payment service providers. LILOdog does not receive or store your complete payment card details.
The availability of individual payment methods may depend on the customer's country, device, browser or other requirements of the relevant payment provider.
6. Shipping
Orders are shipped from Slovenia.
Available shipping methods, shipping costs and any estimated delivery times are displayed on our website or during checkout.
Processing time and shipping time are separate.
Customers are responsible for providing a complete and accurate shipping address.
If your parcel arrives visibly damaged, we recommend photographing the parcel and packaging and contacting us as soon as possible at info@lilodog.net.
7. Right of Withdrawal and Returns
For standard, non-personalised products, consumers purchasing online generally have the right to withdraw from the purchase without giving a reason within 14 days after receiving the goods.
To exercise this right, send us a clear statement of withdrawal at info@lilodog.net within the applicable 14-day period.
After notifying us of your withdrawal, the product must be returned without undue delay and no later than 14 days after the notification.
Unless otherwise required by law or agreed by us, the customer bears the direct cost of returning the goods.
You may inspect the product only to the extent necessary to establish its nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.
Refunds will be processed in accordance with applicable law, normally using the same payment method used for the original purchase.
8. Personalised and Custom-Made Products
Products made to the customer's specifications or clearly personalised cannot be returned under the 14-day right of withdrawal where the conditions of the applicable statutory exception are met.
This includes in particular:
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products personalised with a name,
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products made according to individual measurements,
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products made according to other specific customer instructions.
Choosing a standard size or standard colour from our regular product range does not necessarily make an item personalised for the purposes of this exception.
This restriction does not affect your rights where a personalised product is faulty, damaged, non-conforming or incorrectly supplied.
9. Faulty, Damaged or Incorrect Products
If you receive an incorrect, damaged or non-conforming product, please contact us at info@lilodog.net with your order number and a description of the issue.
Where possible, please include photographs as these may help us resolve the matter more quickly.
Nothing in these Terms affects your mandatory statutory consumer rights relating to non-conforming goods.
10. Product Care and Safe Use
Customers are responsible for using products for their intended purpose and following any applicable care and usage instructions.
Dog gear should be regularly inspected for signs of wear or damage before use.
Do not use products that are damaged or significantly worn.
Nothing in these Terms excludes or limits liability where such liability cannot legally be excluded or limited.
11. Discounts and Promotional Codes
Promotional codes, promotions and discounts are subject to the conditions stated for the relevant promotion.
Unless expressly stated otherwise, promotional codes and other discounts cannot be combined.
12. Intellectual Property
Website content, including text, photographs, graphics, logos and designs, is protected by applicable intellectual property rights.
Content may not be copied, reproduced, distributed or used for commercial purposes without prior permission.
13. Personal Data
Personal information is processed in accordance with our Privacy Policy, available on our website.
14. Complaints and Dispute Resolution
For complaints, questions or problems relating to an order, please contact us at info@lilodog.net.
We will make reasonable efforts to resolve disputes amicably and as quickly as possible.
The seller currently does not recognise any specific out-of-court consumer dispute resolution body as competent to resolve consumer disputes, except where participation is required by applicable law.
These Terms are governed by Slovenian law. This choice of law does not deprive consumers of any mandatory protection available to them under applicable consumer law.
15. Changes to These Terms
LILOdog may update these Terms & Conditions from time to time to reflect changes to our business, services or applicable law.
The Terms applicable to an order are those in effect at the time the order is placed.
16. Contact
For questions about an order, our products or these Terms & Conditions, contact: