Terms of sale
These Terms of Sale govern every contract for the sale of products by Ventra to you. By placing an order on ventra.pet you agree to be bound by them. Please read them before ordering.
These terms, together with our other store policies, form the agreement between you and Ventra, a United States registered business selling to customers in the United States, the Netherlands and Poland.
How to reach us
Our customer support email is help@ventra.pet. We answer email Monday to Friday, excluding public holidays, and reply within 1–2 business days.
Placing an order
When you place an order you are making an offer to purchase. We will email you to acknowledge receipt, but that acknowledgement is not acceptance. Your order is accepted, and the contract of sale formed, only when we confirm dispatch.
We reserve the right to decline or cancel any order — for reasons including product unavailability, suspected fraud, an ordering quantity that is not consistent with personal use, or a pricing error. If we cancel after payment, we refund you in full.
Eligibility
To buy from Ventra you must be at least 18 years old and legally able to form a binding contract in your country.
Prices, taxes and duties
Prices are displayed in the currency of your delivery country: USD in the United States, EUR in the Netherlands, PLN in Poland.
In the Netherlands and Poland, displayed prices include VAT. In the United States, sales tax is calculated and added at checkout where we are required to collect it.
Shipping is a flat $7.90 per order and free on orders of $35 or more, charged in your local currency. All applicable duties and import charges are calculated and collected at checkout. The total displayed at checkout is the total you pay — you will receive no further bill from the carrier or from customs on delivery.
We work to keep all pricing accurate, but errors can occasionally occur. Where a clear pricing error is identified, we will contact you before proceeding rather than simply charging you.
Payment
All transactions are processed securely through Stripe. Ventra does not store your full credit or debit card details. By submitting an order you confirm that the payment details provided are yours and that you are authorised to use them. Full details are in our Payment policy.
Delivery
We deliver to the United States, the Netherlands and Poland. Orders are dispatched within 1–4 business days, and delivery typically takes a further 6–10 business days. These timeframes are estimates and actual delivery times may vary.
Risk of loss and ownership pass to you on delivery to the address you provide. Full details are in our Shipping policy.
The product you are buying
Ventra® products are food supplements for dogs, not medicines. In the European Union they are placed on the market as complementary feed for pets.
They are not intended to diagnose, treat, cure or prevent any disease, and they do not replace veterinary advice, diagnosis or treatment. In the United States, these statements have not been evaluated by the Food and Drug Administration.
Always follow the dosing instructions on the label. Talk to your veterinarian before use if your dog is on medication, is pregnant or nursing, has a diagnosed medical condition, or is due for surgery. If your dog shows any adverse reaction, stop use and consult your veterinarian.
Results vary between animals. Nothing on this website is a promise of a particular health outcome for your dog.
Right of withdrawal, returns and refunds
You may cancel your order at no cost at any time before dispatch.
If you are a consumer in the Netherlands or Poland, you have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving a reason. In addition to that right, we offer a 30-day return window on unopened items and a 90-day money-back guarantee on your first order, valid even if the bottle is empty.
To exercise any of these, email help@ventra.pet and we will provide your return authorisation and the return address. Return postage is paid by the customer, except where an item is faulty, damaged on arrival or not as ordered, in which case we cover it in full. Once we receive and inspect the return, we process your refund to the original payment method within 7 business days.
Full details, including the exact terms of the 90-day guarantee, are in our Refund policy.
Our liability
To the maximum extent permitted by applicable law, our total liability arising from any order is limited to the amount you paid for that order.
Nothing in these terms excludes or limits our liability where it would be unlawful to do so — including liability for death or personal injury caused by our negligence, for fraud, or for any right that cannot be excluded under the consumer protection law of your country of residence.
Governing law and your consumer rights
These Terms of Sale are governed by the laws of the State of Wyoming, United States, without regard to its conflict of law rules.
If you are a consumer resident in the European Union — including the Netherlands and Poland — you benefit from any mandatory provisions of the consumer protection law of your country of residence. Nothing in these terms deprives you of the protection of those provisions, or of your right to bring proceedings in the courts of your own country.
Consumers in the Netherlands may also contact ACM ConsuWijzer, and consumers in Poland may contact the municipal or district consumer ombudsman (miejski lub powiatowy rzecznik konsumentów) or the Office of Competition and Consumer Protection (UOKiK), for free independent advice.
Changes to these terms
We may update these Terms of Sale from time to time. The version in force is the one published on this page at the moment you place your order, and changes are never applied retroactively to an order already placed.