These Terms & Conditions apply when you visit our website, place an order, create an account, start a subscription, or otherwise buy products from Svenskatt. Please read these terms carefully before placing an order. By placing an order through our website, you agree to these Terms & Conditions.
1. About Svenskatt
This website is operated by: Svenskatt AB Company registration number: 559552-3258 VAT (moms) registration number: SE559552325801 Registered address: Kevingeringen 83, 182 50 Danderyd, Sverige Email: mjau@svenskatt.com In these terms, “Svenskatt”, “we”, “us” and “our” refer to Svenskatt AB. “You” and “your” refer to the customer using our website or placing an order.
2. Our products
Svenskatt sells fresh frozen cat food and related products. Our frozen food products are perishable and temperature-sensitive. They must be stored, thawed and served according to the instructions provided on our packaging, first-time feeding guide, website, or any other instructions we provide. Product images on our website are for illustration only. Packaging, appearance, colour, texture and portion shape may vary slightly from the images shown. We may update ingredients, recipes, packaging, product sizes or product availability from time to time. We will always aim to make product information clear and accurate at the time you place your order.
3. Product suitability
Our products are intended for cats only. You are responsible for deciding whether a product is suitable for your cat, including taking account of your cat’s age, size, health, allergies, medical conditions, dietary needs and feeding history. If your cat has a health condition, is on a prescribed diet, has allergies, is pregnant or nursing, is very young or elderly, or has a sensitive digestive system, you should speak to a vet before introducing a new food. Information on our website is provided for general information only. It is not veterinary advice and should not be relied on as a substitute for advice from a qualified vet.
4. Placing an order
To place an order, you must be at least 18 years old and legally able to enter into a binding contract. You can place an order through our website by selecting the products you want and completing the checkout process. Before submitting your order, please check that all details are correct, including:
- The products selected
- Quantities
- Delivery address
- Contact details
- Delivery instructions
- Payment details
The immediate-payment trial checkout clearly states the total and payment obligation on its final button. Pressing it submits your paid trial order and authorises the displayed immediate charge. Saving a card on the earlier payment step does not submit or pay the order. For an immediate-payment trial, we accept the order only after payment succeeds and we show a paid confirmation. A decline, additional-authentication request or processing state is not a paid order confirmation. Later recurring orders follow the separate subscription timing below. We reserve the right to refuse, cancel or limit an order where necessary, including if:
- A product is unavailable
- Delivery to your address is not possible
- Payment has not been authorised
- There is an error in price or product information
- We suspect fraud, misuse or unusual activity
- We are unable to safely fulfil the order
If we cancel an order after payment has been taken, we will refund you for the cancelled items.
5. Prices and payment
All prices are shown in Swedish kronor unless stated otherwise. Prices shown to consumers include Swedish VAT (moms). Prices may exclude delivery charges. Any delivery charges will be shown at checkout before you place your order. We may change our prices at any time. Price changes will not affect orders that have already been accepted, unless there has been an obvious error. Payment must be made using one of the payment methods available at checkout. Your order will not be dispatched until payment has been authorised. The exact trial total, including discounts and delivery, is charged when you press the final paid-order button. Later recurring boxes are normally charged approximately three days before shipment. These are separate payment rules.
6. Delivery area
Delivery availability may depend on your address, local courier coverage and whether we can safely deliver frozen products to your area. If we are unable to deliver to your address, you will be informed at checkout or by our customer support team.
7. Delivery
Our frozen products are packed using insulated packaging and, where needed, temperature-control materials designed to help keep the food cold during delivery. Orders are delivered by PostNord or another delivery partner selected by us. Estimated delivery times will be shown at checkout or in your order confirmation. Delivery times are estimates only and are not guaranteed unless we expressly agree otherwise in writing. Because we sell frozen food, we may limit dispatch days to reduce the risk of parcels being delayed over weekends, public holidays or other periods where delivery delays are more likely.
8. Receiving your order
Please make sure that someone is available to receive your order, or that you provide clear delivery instructions where this option is available. When your order arrives, you should:
- Bring the parcel inside as soon as possible.
- Check that the food is cold to the touch.
- Check that the order is complete and undamaged.
- Place the food in the freezer immediately.
Our food is sent frozen, but it may not always arrive completely solid. This can happen during delivery. The key test on arrival is whether the food is still cold to the touch. If the food is cold to the touch, place it in the freezer immediately and follow the storage and feeding instructions as normal. If the food is not cold to the touch when it arrives, do not feed it to your cat. Contact us as soon as possible at mjau@svenskatt.com, ideally on the day of delivery.
9. Incorrect address, missed delivery or delivery failure
You are responsible for providing accurate delivery details and any necessary access instructions. A delivery may fail because:
- The address was entered incorrectly
- No one was available to receive the order
- Access instructions were missing or incorrect
- The parcel was not collected within the required timeframe
- You failed to respond to delivery notifications
Where a delivery fails for one of these reasons and the failure was caused by you, the frozen products may no longer be safe to resell or redeliver. In that case we may be unable to offer a refund or replacement for the affected frozen products. We will assess each case fairly. We will only decline a refund or replacement where the delivery failure was your fault and the products could not afterwards be safely redelivered or resold. This does not affect your rights where the issue was caused by us or by our delivery partner.
10. Storage and feeding
Our frozen food products should be stored frozen at approximately -18°C until you are ready to thaw and serve them. Once thawed, products should be stored and used according to the instructions provided on the product packaging, first-time feeding guide, website or any other instructions we provide. You are responsible for storing and handling the products safely after delivery. Do not feed the product to your cat if:
- It was not cold to the touch on arrival
- It has been left unrefrigerated or unfrozen for too long
- The packaging is damaged in a way that may affect food safety
- It smells unusual
- It looks spoiled or unsafe
- You are otherwise unsure whether it is safe
If in doubt, contact us before feeding.
11. Cancellations
You may contact us to cancel or change an order before it has been prepared, packed, dispatched or handed to our delivery partner. Because our products are fresh frozen and perishable, we may not be able to cancel or change an order once it has been prepared, packed, dispatched or handed to our delivery partner. For a paid trial box, the checkout shows a special cancellation cutoff. Cancellation before that cutoff and dispatch cancels the trial and linked pending subscription and produces a full refund of the amount actually paid under our additional contractual policy. After that point, contact support so we can assess the actual preparation/dispatch status, lawful costs and mandatory remedies. For later recurring boxes, changes or cancellations must be made before the displayed recurring cutoff, normally about three days before shipment. Payment is not, by itself, proof that a statutory cancellation or withdrawal exception applies. If you need to cancel or change an order, please email mjau@svenskatt.com as soon as possible.
12. Right of withdrawal and returns
Under the Swedish Distance and Off-Premises Contracts Act (lag (2005:59) om distansavtal och avtal utanför affärslokaler), consumers generally have a 14-day right of withdrawal when buying online. The Act contains exceptions for certain goods liable to deteriorate or expire rapidly and, in some circumstances, goods made to the consumer’s specifications. Whether an exception applies depends on the goods and the actual preparation and dispatch facts. Immediate payment can occur before preparation and does not itself start an exception. For food safety and hygiene reasons, we cannot accept dispatched or delivered frozen food back for resale unless we specifically ask you to return it. This does not affect your legal rights if a product is faulty, damaged, incorrect, missing, unsafe, not cold to the touch on arrival, or not as described. If we sell non-perishable products in the future, different return rules may apply. Any additional return rights will be stated on the relevant product page, at checkout, or in a separate returns policy.
13. Damaged, incorrect or unsafe orders
Please contact us as soon as possible if:
- The food is not cold to the touch on arrival
- Your order is damaged
- Something is missing
- You received the wrong product
- The product appears unsafe
- The product does not match what you ordered
Email mjau@svenskatt.com and include:
- Your order number
- A short description of the issue
- Photos of the parcel, packaging and product where possible
- Batch number or best-before date, if visible
- The delivery date and time
For temperature-related issues, please contact us on the day of delivery where possible. This helps us investigate quickly and assess the issue properly. Depending on the circumstances, we may offer a replacement, partial refund, full refund, price reduction or another appropriate remedy.
14. Complaints
If you believe a product is faulty, damaged, unsafe or not as described, please contact us at mjau@svenskatt.com. Your statutory rights under the Swedish Consumer Sales Act (konsumentköplagen (2022:260)) apply in addition to these terms. Under that Act you generally have three years from delivery to report a fault (reklamation). A complaint made within two months of discovering the issue is always considered to have been made in time. Please keep the packaging, batch number and any remaining product where possible, unless we advise you to dispose of it. This helps us investigate the issue.
15. Refunds
Where a refund is agreed, we will normally refund you using the same payment method used for the original purchase, unless we agree otherwise. Refunds may take several business days to appear in your account depending on your bank or payment provider. We may offer a full refund, partial refund, price reduction, replacement or another appropriate remedy depending on the circumstances, including:
- Whether the product was damaged in transit
- Whether the wrong product was delivered
- Whether part of the order was missing
- Whether the product was faulty or unsafe
- Whether the food was not cold to the touch on arrival
- Whether the issue was caused by incorrect delivery details or missed delivery
- Whether the product can be safely used or, where applicable, returned
We cannot offer refunds simply because your cat does not like a product, unless we are running a specific satisfaction guarantee or promotional offer that says otherwise. Nothing in these terms affects your statutory rights if the product is faulty, damaged, incorrectly supplied, unsafe, not cold to the touch, delayed, or otherwise does not meet the requirements that apply by law.
16. Subscriptions
If you start a Svenskatt subscription, you authorise us or our payment provider to charge you for recurring orders according to the subscription plan you select. The price, delivery frequency and contents of your subscription will be shown before you confirm the subscription. Buying the paid 14-day trial also starts an ongoing agreement. Checkout shows the first recurring date, cadence and projected price before purchase. Any statutory withdrawal period and exceptions are assessed under applicable law and the actual facts; our special pre-cutoff trial cancellation/refund policy is an additional contractual right and does not replace mandatory rights. Your subscription continues and renews automatically at the delivery frequency you select until you pause or cancel it. You can pause, change or cancel future subscription orders through your account or by emailing mjau@svenskatt.com. To apply to a later recurring box, any pause, change or cancellation must be made before its displayed cutoff. We normally take payment approximately three days before that box is due to be sent. Once payment has been taken, that box becomes an active order. Because Svenskatt products are fresh frozen and perishable, we may not be able to cancel, change or refund that active order if it has already started being prepared. Cancelling a subscription stops future orders. It does not automatically cancel or refund an order that is already active, prepared, packed or sent. We may pause, change or cancel a subscription if:
- A product becomes unavailable
- We can no longer deliver to your address
- Payment fails
- There is suspected misuse or fraud
- We stop offering the subscription service
Where possible, we will notify you of any significant changes to your subscription.
17. Promotions and discount codes
Promotions, discount codes and special offers may be subject to additional conditions. Unless stated otherwise, discount codes:
- Can only be used once per customer
- Cannot be exchanged for cash
- Cannot be applied retrospectively
- Cannot be combined with other offers
- May be changed or withdrawn at any time
If you receive a refund for an order purchased using a promotion, it cannot exceed the amount actually paid. Reuse of a trial campaign follows the promotion’s terms and the policy displayed at purchase.
18. Accounts
You may be able to create an account on our website. You are responsible for keeping your login details secure and for all activity on your account. Please contact us immediately if you believe your account has been accessed without permission. We may suspend or close an account if we reasonably believe it has been used fraudulently, unlawfully, abusively or in breach of these terms.
19. Website information
We aim to keep information on our website accurate and up to date, but we do not guarantee that all content will always be complete, current or error-free. We may update, remove or change website content at any time. If there is an obvious error in product information, price, delivery information or availability, we may correct the error and, where necessary, cancel or amend affected orders.
20. Intellectual property
All content on our website, including text, images, logos, branding, recipes, designs, graphics, product names and layout, belongs to Svenskatt or our licensors unless stated otherwise. You may use our website for personal, non-commercial purposes only. You must not copy, reproduce, modify, distribute, publish, sell or use our website content for commercial purposes without our written permission.
21. Acceptable use
You must not use our website in a way that:
- Is unlawful, fraudulent or harmful
- Interferes with the proper operation of the website
- Attempts to gain unauthorised access to our systems
- Introduces viruses, malware or harmful code
- Scrapes, copies or harvests data without permission
- Misuses reviews, promotions, accounts or ordering systems
We may restrict or block access to our website if we reasonably believe these terms have been breached.
22. Privacy and personal data
We process personal data in accordance with applicable data protection laws. For more information about how we collect, use and protect personal data, please see our Privacy Policy.
23. Liability
Nothing in these terms limits or excludes:
- liability for death or personal injury caused by our negligence,
- liability for intentional acts (for example fraud) or gross negligence, or
- your mandatory rights under Swedish consumer protection law, including the Swedish Consumer Sales Act (konsumentköplagen, 2022:260) and the Swedish Product Liability Act (produktansvarslagen, 1992:18). We are responsible for losses that are a foreseeable result of our breach of these terms or our negligence. We are not responsible for losses that are not foreseeable, or for losses caused by your failure to follow storage, handling, thawing or feeding instructions. We are not responsible for business losses. Our products are sold for private household use only unless we agree otherwise in writing.
24. Events outside our control
We are not responsible for delays or failures caused by events outside our reasonable control. This may include, for example:
- Severe weather
- Transport disruption
- Courier delays
- Strikes or labour disputes
- Power failures
- Supplier shortages
- Government action
- Technical outages
- Accidents or emergencies
Where an event outside our control affects your order, we will do our best to contact you and minimise the impact.
25. Changes to these terms
We may update these Terms & Conditions from time to time. The version that applies to your order is the version published on our website at the time you placed the order, unless a change is required by law. If we make significant changes that affect an active subscription, we will notify you where required.
26. General
If any provision of these terms is found to be invalid, unlawful or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect. These terms, together with any documents expressly referred to in them, set out the whole agreement between you and us in relation to your order. We may transfer our rights and obligations under these terms to another organisation. This will not affect your rights under these terms. If we do not enforce a right under these terms on any occasion, that does not mean we waive the right to enforce it later.
27. Governing law and language
These terms are governed by Swedish law. If you are a consumer living in another country, you may also have rights under mandatory consumer protection laws in your country of residence. These terms may be published in both Swedish and English. In the event of any conflict between the two versions, the Swedish version applies to consumers resident in Sweden.
28. Disputes
If you have a problem with an order, please contact us first at mjau@svenskatt.com so we can try to resolve it. If we cannot resolve the issue together, consumers in Sweden may be able to contact Allmänna reklamationsnämnden (ARN), the Swedish National Board for Consumer Disputes. ARN can be contacted through www.arn.se. We will consider and respond to any recommendations made by ARN in accordance with applicable consumer law. You may also have the right to bring a claim before the Swedish courts.
29. Contact
For questions about these terms, your order or our products, please contact: Svenskatt AB Email: mjau@svenskatt.com Company registration number: 559552-3258 VAT (moms) registration number: SE559552325801 Registered address: Kevingeringen 83, 182 50 Danderyd, Sverige