Terms & Conditions

Terms of Use

These Terms of Use, together with any and all other documents referred to herein, set out the terms of use under which you may use this website, www.nupsala-eu.com (“Our Site”). Please read these Terms of Use carefully and ensure that you understand them. Your agreement to comply with and be bound by these Terms of Use is deemed to occur upon your first use of Our Site and you will be required to read and accept these Terms of Use when signing up for an Account. If you do not agree to comply with and be bound by these Terms of Use, you must stop using Our Site immediately. These Terms of Use do not apply to the sale of goods — please refer to Part 2 and Part 3 for Terms of Sale.

1. Definitions and Interpretation

  1. In these Terms of Use, unless the context otherwise requires, the following expressions have the following meanings:

“Account”An account required for a User to access and/or use certain areas of Our Site, as detailed in Clause 4. 
“Content”Any and all text, images, audio, video, scripts, code, software, databases and any other form of information capable of being stored on a computer that appears on, or forms part of, Our Site. 
“User”A user of Our Site. 
“User Content”Any content submitted to Our Site by Users including, but not limited to, reviews, comments, etc.
“We/Us/Our”S.C. Nupsala EU S.R.L., a company registered in Romania (CUI: RO50494326, Nr. Reg. Com.: J/2024019405001), whose registered address is Str. Lupului, nr. 57, Râșnov, jud. Brașov, Romania. 

2. Information About Us

  1. Our Site is owned and operated by S.C. Nupsala EU S.R.L., a company registered in Romania (CUI: RO50494326, Nr. Reg. Com.: J/2024019405001), whose registered address is Str. Lupului, nr. 57, Râșnov, jud. Brașov, Romania. 
  2. We are approved as a veterinary wholesaler by the Direcția Sanitară Veterinară și pentru Siguranța Alimentelor Brașov (DSVSA Brașov) — ANSVSA Authorisation Nr. 11 din 21.04.2026.

3. Access to Our Site

  1. Access to Our Site is free of charge.
  2. It is your responsibility to make any and all arrangements necessary in order to access Our Site.
  3. Access to Our Site is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue Our Site (or any part of it) at any time and without notice. We will not be liable to you in any way if Our Site (or any part of it) is unavailable at any time and for any period. 

4. Accounts

    1. Certain parts of Our Site (including the ability to purchase goods from Us) require an Account in order to access them.
    2. You may not create an Account if you are under 18 years of age.
    3. When creating an Account, the information you provide must be accurate and complete. If any of your information changes at a later date, it is your responsibility to ensure that your Account is kept up-to-date.
    4. We recommend that you choose a strong password for your Account. It is your responsibility to keep your password safe. You must not share your Account with anyone else. If you believe your Account is being used without your permission, please contact Us immediately at [email protected]. We will not be liable for any unauthorised use of your Account.
    5. You must not use anyone else’s Account.
    6. Any personal information provided in your Account will be collected, used, and held in accordance with your rights and Our obligations under GDPR.
    7. If you wish to close your Account, you may do so at any time. Closing your Account will result in the removal of your information and access to any restricted areas of Our Site.
    8. If you close your Account, any User Content you have created on Our Site will be deleted. We will retain limited personal details relating to orders placed solely for order management purposes. 

5.  Intellectual Property Rights

  1. With the exception of User Content (see Clause 6), all Content on Our Site and the intellectual property rights therein belong to or have been licensed by Us and are protected by applicable EU and international intellectual property laws.
  2. You may not reproduce, copy, distribute, sell, rent, sub-licence, store, or in any other manner re-use Content from Our Site unless given express written permission to do so by Us.
  3. You may:
    1. Access, view and use Our Site in a web browser;
    2. Download Our Site (or any part of it) for caching;
    3. Print pages from Our Site;
    4. Download extracts from pages on Our Site; and
    5. Save pages for later and/or offline viewing.
  4. Our status as the owner and author of the Content on Our Site must always be acknowledged. 
  5. You may not re-use any Content printed, saved or downloaded from Our Site for commercial purposes without first obtaining a licence from Us. 

6. User Content

  1. User Content on Our Site includes (but is not necessarily limited to) reviews and comments.
  2. An Account is required to submit User Content. 
  3. You agree that you will be solely responsible for your User Content and that all such User Content will comply with Our Acceptable Usage Policy in Clause 11. 
  4. You will be liable to Us for any breach of the warranties given under Clause 6.3 and will be responsible for any loss or damage suffered by Us as a result. 
  5. You retain ownership of your User Content and all intellectual property rights therein. When you submit User Content you grant Us an unconditional, non-exclusive, fully transferable, royalty-free, perpetual, irrevocable, worldwide licence to use, store, archive, publish, adapt, edit, reproduce, distribute and sub-licence your User Content for the purposes of operating and promoting Our Site.
  6. If you wish to remove User Content, We will delete it. Cached references may not be immediately unavailable where outside Our reasonable control. 
  7. We may reject, reclassify, or remove any User Content that violates Our Acceptable Usage Policy or following a valid third-party complaint. 
  8. We are not responsible for the content, accuracy, or any opinions expressed in User Content. 

7. Links to Our Site

  1. You may link to Our Site provided that:
    1. You do so in a fair and legal manner;
    2. You do not suggest any form of association or endorsement on Our part;
    3. You do not use any logos or trademarks without Our express written permission; and
    4. You do not damage Our reputation or take unfair advantage of it. 
  2. You may link to any page of Our Site.
  3. Framing or embedding of Our Site on other websites is not permitted without Our express written permission. Please contact [email protected] for further information.
  4. You may not link to Our Site from any site whose main content is sexually explicit; obscene or hateful; promotes violence or unlawful activity; is discriminatory or defamatory; is intended to deceive or harass; infringes intellectual property rights; or is made in breach of any legal duty owed to a third party. 

8. Links to Other Sites

  1. Links to other sites may be included on Our Site. Unless expressly stated, these sites are not under Our control. We accept no responsibility or liability for the content of third-party sites. Inclusion of a link is for information only and does not imply endorsement.

9. Liability and Disclaimers

  1. Nothing on Our Site constitutes advice on which you should rely. It is provided for information purposes only. Professional or specialist advice should always be sought before taking any action on the basis of any information provided on Our Site.
  2. Insofar as is permitted by law, We make no representation, warranty, or guarantee that Our Site will meet your requirements, that it will not infringe the rights of third parties, that it will be compatible with all software and hardware, or that it will be secure. 
  3. We make reasonable efforts to ensure that the Content on Our Site is complete, accurate, and up-to-date, but make no warranties to that effect. 
  4. To the fullest extent permissible by law, We accept no liability to any User for any loss or damage, whether foreseeable or otherwise, arising out of or in connection with the use of (or inability to use) Our Site or reliance upon any Content. 
  5. If you are a business user, We exclude all implied conditions, warranties, representations or other terms that may apply to Our Site or Content. We will not be liable for any loss of profits, sales, business, revenue, goodwill, or indirect or consequential loss. 
  6. Nothing in these Terms of Use excludes or restricts Our liability for fraud or fraudulent misrepresentation, for death or personal injury resulting from negligence, or for any other forms of liability which cannot be excluded or restricted by law. 

10. Viruses, Malware and Security

  1. We exercise all reasonable skill and care to ensure that Our Site is secure and free from viruses and other malware.
  2. You are responsible for protecting your hardware, software, data and other material from viruses, malware, and other internet security risks.
  3. You must not deliberately introduce viruses or other malware to or via Our Site. 
  4. You must not attempt to gain unauthorised access to any part of Our Site, the server on which Our Site is stored, or any other server, computer, or database connected to Our Site. 
  5. You must not attack Our Site by means of a denial of service attack or by any other means.
  6. Breaches of Clauses 10.3 to 10.5 may constitute criminal offences under applicable Romanian and EU law. We will cooperate fully with relevant law enforcement authorities and your right to use Our Site will cease immediately. 

11. Acceptable Usage Policy

  1. You may only use Our Site in a manner that is lawful. You must:
    1. Comply with all applicable local, national, and international laws;
    2. Not use Our Site for any unlawful or fraudulent purpose;
    3. Not transmit data containing viruses or malware; and
    4. Not use Our Site in any way intended to harm any person.
  2. When submitting User Content, you must not submit content that is:
    1. Sexually explicit;
    2. Obscene or hateful;
    3. Promotes violence or unlawful activity;
    4. Is discriminatory or defamatory;
    5. Is intended to threaten, harass, or deceive;
    6. Misleadingly impersonates any person;
    7. Infringes intellectual property rights;
    8. Or is in breach of any legal duty. 
  3. We reserve the right to suspend or terminate your access to Our Site if you materially breach these Terms of Use, including by:
    1. Suspending your Account;
    2. Removing offending User Content;
    3. Issuing a written warning; taking legal proceedings;
    4. Or disclosing information to law enforcement. 

12. Privacy and Cookies

  1. Use of Our Site is also governed by Our Cookie Policy and Privacy Policy, which are incorporated into these Terms of Use by reference.

13. Changes to these Terms of Use

  1. We may alter these Terms of Use at any time. Details of changes will be highlighted at the top of this page and will become binding upon your first use of Our Site after implementation. 
  2. In the event of any conflict between the current and any previous version of these Terms of Use, the current version shall prevail.

14. Contacting Us

  1. To contact Us, please email [email protected] or telephone +40 (752) 218 784.

15. Communications from Us

  1. If We have your contact details We may from time to time send you important notices by email relating to service changes, changes to these Terms, or your Account.
  2. We will never send you marketing emails without your express consent. If you give consent, you may opt-out at any time. Any marketing emails include an unsubscribe link. 

16. Data Protection

  1. Any and all personal information that We may collect will be collected, used and held in accordance with GDPR (EU Regulation 2016/679) and your rights thereunder.
  2. We may use your personal information to:
    1. Provide and administer your Account;
    2. Reply to communications you send Us;
    3. Send you important notices; and
    4. Notify you of details regarding your order and its delivery. 
  3. We will not pass on your personal information to any third parties other than the courier who will deliver your order. 

17. Law and Jurisdiction

  1. These Terms of Use and the relationship between you and Us shall be governed by, and construed in accordance with, Romanian law and applicable EU law.
  2. If you are a business, any disputes shall be subject to the exclusive jurisdiction of the Romanian courts. 
  3. If you are a consumer, any disputes shall be subject to the jurisdiction of the Romanian courts, subject to any mandatory consumer protection provisions applicable in your country of residence within the EU. 

These Terms of Sale set out the terms under which Goods are sold by Us to consumers through www.nupsala-eu.com (“Our Site”). Please read these Terms of Sale carefully before ordering any Goods. You will be required to read and accept these Terms of Sale when ordering Goods. If you do not agree, you will not be able to order Goods through Our Site.

1. Definitions and Interpretation

  1. In these Terms of Sale, unless the context otherwise requires, the following expressions have the following meanings:
“Contract”A contract for the purchase and sale of Goods, as explained in Clause 8. 
“Goods”The goods sold by Us through Our Site.
“Goodwill Guarantee”The goodwill guarantee offered by S.C. Nupsala EU S.R.L. which exists to enhance the legal rights of Our customers to change their mind and return Goods to Us. 
“Order”Your order for Goods. 
“Order Confirmation”Our acceptance and confirmation of your Order. 
“Order Number”The reference number for your Order. 
“We/Us/Our”S.C. Nupsala EU S.R.L., CUI: RO50494326, whose registered address is Str. Lupului, nr. 57, Râșnov, jud. Brașov, Romania. 
and whose main trading address is 37 Pate Road, Leicester Road Industrial Estate, Melton Mowbray, Leicestershire, LE13 0RG.

2. Information About Us

  1. Our Site is owned and operated by S.C. Nupsala EU S.R.L., CUI: RO50494326, Nr. Reg. Com.: J/2024019405001. Registered address: Str. Lupului, nr. 57, Râșnov, jud. Brașov, Romania. Working address: Str. Ghimbavului, nr. 80P, Hala B4, sat Cristian, comuna Cristian, jud. Brașov, Romania.
  2. Our VAT number is RO50494326. 
  3. We are authorised as a veterinary products distributor by DSVSA Brașov — ANSVSA Authorisation Nr. 11 din 21.04.2026. 

3. Access to and Use of Our Site

  1. Access to Our Site is free of charge.
  2. It is your responsibility to make arrangements necessary to access Our Site.
  3. Access is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue Our Site at any time without notice.
  4. Use of Our Site is subject to our Terms of Use (Part 1). Please ensure that you have read and understood them. 

4. Restrictions

  1. Consumers may only purchase Goods through Our Site if they are a licenced and registered veterinary surgeon or medical practitioner. 
  2. The following Goods may only be purchased by persons above the age of 18:
    1. Pharmaceutical drugs;
    2. Surgical veterinary equipment. 
  3. Goods will only be delivered to the registered address listed by the licenced and registered veterinary surgeon or medical practitioner with the appropriate national authority. 

5. Business Customers

These Terms of Sale do not apply to customers purchasing Goods in the course of business. If you are a business customer, please consult Part 3 — Business Terms of Sale.

6. International Customers

We only sell prescription-only medicines to customers within the EU. We can only accept orders from or deliver to customers outside the EU for products that are not classified as prescription-only medicines.

7. Goods, Pricing and Availability

  1. We make all reasonable efforts to ensure that all descriptions and graphical representations of Goods correspond to the actual Goods. Please note:
    1. Images are for illustrative purposes only;
    2. Packaging images may vary;
    3. There may be up to a 2% variance in size or weight. 
  2. Clause 7.1 does not exclude Our responsibility for mistakes due to Our negligence. 
  3. We cannot guarantee that Goods will always be available. Stock indications may not be fully accurate. 
  4. Minor changes may be made to Goods between your Order and dispatch to reflect regulatory requirements. If any change affects your use of the Goods, We will notify you. 
  5. We make all reasonable efforts to ensure prices shown are correct. We reserve the right to change prices and special offers. All pricing is reviewed and updated every three months. Price changes will not affect Orders already placed.
  6. All prices are checked before We accept your Order. If incorrect pricing is discovered, We will contact you. If the correct price is lower We will charge the lower amount. If higher, We will offer you the option to proceed at the correct price or cancel. 
  7. All prices include VAT where applicable. Delivery charges are not included and will be presented during the order process. 

8. Orders – How Contracts Are Formed

  1. Our Site will guide you through the ordering process. Please check your Order carefully before submitting it. 
  2. If you provide incorrect information, please contact Us immediately. We may cancel your Order if We cannot obtain corrected information within a reasonable time. 
  3. Your Order constitutes a contractual offer. Our acceptance is indicated by sending you an Order Confirmation by email. Only then will there be a legally binding Contract. 
  4. Order Confirmations will contain:
    1. Your Order Number;
    2. Details of the Goods ordered;
    3. Fully itemised pricing; and
    4. Estimated delivery dates. 
  5. If We cannot fulfil your Order, We will explain why in writing and issue a full refund within 14 days. 

9. Payment

    1. Payment for Goods and related delivery charges must always be made in advance unless you are on agreed account terms.
    2. We accept:
      1. All major credit and debit cards;
      2. PayPal. 

10. Delivery, Risk and Ownership

  1. All Goods will normally be delivered within 3 work days after the Order Confirmation date, subject to force majeure events (Clause 14).
  2. If We are unable to deliver:
    1. A delivery note will be left;
    2. If uncollected after 14 days We will contact you; if We cannot reach you the Contract will be cancelled and the purchase price (not delivery) refunded.
  3. If We fail to deliver within 3 work days you may treat the Contract as ended immediately if:
    1. We have refused to deliver;
    2. Delivery within that period was essential; or
    3. You told Us delivery within that period was essential.
  4. You can arrange for a vet or an appointed vet nurse to collect your order from Our premises with photo ID. 
  5. Ownership of Goods passes to you once We have received payment in full. 

11. Faulty, Damaged or Incorrect Goods

  1. We must provide goods that are of satisfactory quality, fit for purpose, and as described. If Goods are faulty, damaged, or incorrect, please contact Us at [email protected] as soon as possible.
  2. From the day you receive the Goods you have a 7 calendar day right to reject them and receive a full refund. After this period you may request a repair or replacement.
  3. Refunds under this Clause will be issued within 14 calendar days of agreement and will include all original delivery costs. 

12. Cancelling and Returning Goods if You Change Your Mind

In the European Union (including Romania), the policy on the return of medicines is extremely strict for reasons of patient safety and traceability. Here are the main aspects you need to know:

  1. General Rule: Medicines are NOT returnable According to national and European legislation (such as OUG 34/2014 in Romania), medicines are exempt from the right of return (14-day right of withdrawal) that applies to other consumer products. Reason: Once a medicine has left the warehouse (legal distribution chain), it can no longer guarantee that it has been stored under optimal conditions (temperature, humidity, light). Re- introducing such a product into the warehouse stock would represent a major risk to the health of other patients. Prohibition: It is strictly forbidden to re-introduce into the commercial circuit any medicine that has already been delivered to customers (veterinarians), regardless of whether the packaging appears intact or sealed.
  2. The Only Exceptions: Non-Conforming Products There is only one situation in which a medicine can be accepted for return, namely when it is non-conforming, that is, it presents deviations from the characteristics prescribed or declared by the manufacturer. Examples of non-conformities: product expired at the date of purchase, manufacturing defects (damaged packaging, missing tablets, unnatural appearance, release error (you received something other than what was written on the prescription or what you ordered). Procedure: In these exceptional cases, the warehouse is obliged to replace the product or return the value, but this is usually done based on the fiscal receipt and an internal verification procedure.
  3. Beware of “Parapharmaceutical” Products It is important to distinguish between medicines and parapharmaceutical products (food supplements, cosmetics, personal medical devices, etc.): The latter can, under certain conditions, be returned (if they are sealed and do not belong to the categories that come into direct contact with the skin/mucous membranes, such as thermometers, baby bottles or intimate hygiene products, which are also exempt from return for hygiene reasons).

13. Our Liability to Consumers

  1. We will be responsible for any foreseeable loss or damage arising from Our breach of these Terms of Sale or Our negligence.
  2. We only supply goods for domestic and private use by consumers. We will not be liable for any loss of profit or business interruption.
  3. Nothing in these Terms seeks to limit Our liability for death or personal injury caused by Our negligence, fraud, or fraudulent misrepresentation. 

14. Events Outside of Our Control (Force Majeure)

  1. We will not be liable for any failure or delay resulting from causes beyond Our reasonable control including power failure, ISP failure, strikes, riots, fire, flood, storms, earthquakes, acts of terrorism, acts of war, epidemic, or other natural disaster.
  2. If such an event occurs, We will notify you promptly, take all reasonable steps to minimise delay, and if the event continues for more than 30 days We will cancel the Contract and issue a refund within 14 days. 

15. Communication and Contact Details

  1. General enquiries: email [email protected] telephone +40 (752) 218 784 post: S.C. Nupsala EU S.R.L., Str. Ghimbavului, nr. 80P, Hala B4, sat Cristian, comuna Cristian, jud. Brașov, Romania. 
  2. Order and goods matters: email [email protected] telephone +40 (752) 218 784.
  3. Cancellations: email [email protected] telephone +40 (752) 218 784, or refer to the relevant Clauses above. 

16. Complaints and Feedback

  1. We always welcome feedback from Our customers and want to hear from you if you have any cause for complaint.
  2. If you wish to give Us feedback, please contact Us by email at [email protected], by telephone on +40 (752) 218 784, or by post to S.C. Nupsala EU S.R.L., Str. Ghimbavului, nr. 80P, Hala B4, sat Cristian, comuna Cristian, jud. Brașov, Romania. 

17. How We Use Your Personal Information (Data Protection)

  1. All personal information collected will be held in accordance with GDPR (EU Regulation 2016/679) and your rights thereunder.
  2. We may use your personal information to:
    1. Provide Our Goods and services;
    2. Process your Order; and
    3. Inform you of new products/services (if you opt in).
  3. We will not pass on your personal information to any third parties without first obtaining your express permission. 

18. Other Important Terms

  1. We may transfer Our obligations and rights under these Terms to a third party. You will be notified in writing if this occurs.
  2. You may transfer the benefit of Our Goodwill Guarantee to any person to whom you transfer ownership of the Goods.
  3. If any provision of these Terms of Sale is found to be unlawful or unenforceable, the remainder shall remain valid and enforceable. 

19. Law and Jurisdiction

  1. These Terms of Sale and the relationship between you and Us shall be governed by Romanian law and applicable EU law.
  2. As a consumer, you will benefit from any mandatory provisions of the law in your EU country of residence. 
  3. Any disputes shall be subject to the jurisdiction of the Romanian courts, subject to mandatory consumer protection provisions applicable in your country of residence. 

These Terms of Sale set out the terms under which Goods are sold by Us to business customers through www.nupsala-eu.com. These Terms of Sale do not apply to individual consumers — please refer to Part 2.

1. Definitions and Interpretation

  1. In these Terms of Sale, unless the context otherwise requires, the following expressions have the following meanings:
“Contract”A contract for the purchase and sale of Goods, as explained in Clause 7. 
“Goods”The goods sold by Us through Our Site. 
“Order”Your order for Goods. 
“Order Confirmation”Our acceptance and confirmation of your Order. 
“Order Number”The reference number for your Order. 
“We/Us/Our”S.C. Nupsala EU S.R.L., CUI: RO50494326, whose registered address is Str. Lupului, nr. 57, Râșnov, jud. Brașov, Romania. 

2. Information About Us

  1. Our Site is owned and operated by S.C. Nupsala EU S.R.L., CUI: RO50494326, Nr. Reg. Com.: J/2024019405001. 
  2. We are authorised as a veterinary products distributor by DSVSA Brașov — ANSVSA Authorisation Nr. 11 din 21.04.2026. 

3. Access to and Use of Our Site

  1. Access to Our Site is free of charge.
  2. Access is provided “as is” and on an “as available” basis. We may alter, suspend, or discontinue Our Site at any time without notice. 
  3. Use of Our Site is subject to Our Website Terms of Use (Part 1). 

4. Business Customers and Consumers

  1. These Terms of Sale apply to business customers only. If you are a consumer, please refer to Part 2.
  2. These Terms of Sale constitute the entire agreement between Us and you with respect to your purchase of Goods from Us. 

5. International Customers

We only sell prescription-only medicines to customers within the EU. For customers outside the EU, We can only accept orders for products that are not classified as prescription-only medicines.

6. Goods, Pricing and Availability

  1. We make all reasonable efforts to ensure descriptions and representations of Goods correspond to the actual Goods. Images and packaging are for illustrative purposes only. There may be up to a 2% variance in size or weight.
  2. We cannot guarantee that Goods will always be available. Stock indications may not be fully accurate.
  3. We make all reasonable efforts to ensure prices shown are correct. We reserve the right to change prices and special offers. All pricing is reviewed every three months.
  4. Prices on Our Site are shown inclusive of any applicable VAT. Delivery charges are not included. 

7. Orders – How Contracts Are Formed

  1. Your Order constitutes a contractual offer. Our acceptance is indicated by sending you an Order Confirmation by email. Only then will there be a legally binding Contract.
  2. Order Confirmations will contain:
    1. Your Order Number;
    2. Details of the Goods ordered;
    3. Fully itemised pricing; and
    4. Estimated delivery dates.
  3. If We cannot fulfil your Order We will explain why in writing. Any payment taken will be refunded within 14 days. 

8. Payment

    1. Payment must always be made in advance and in full, without any set-off, counterclaim, deduction, or withholding. 
    2. We accept:
      1. All major credit and debit cards;
      2. PayPal;
      3. Bank transfer (BACS/SEPA). 

9. Delivery, Risk and Ownership

  1. All Goods will normally be delivered within 7 calendar days after the Order Confirmation date, subject to force majeure events (Clause 12). 
  2. If We are unable to deliver on the delivery date, Our delivery partner will leave a delivery note. If uncollected after 7 days We will contact you; if We cannot reach you the Contract will be cancelled. 
  3. You can arrange for a vet or an appointed vet nurse to collect your order from Our premises with photo ID. 
  4. Ownership of Goods passes to you once We have received payment in full. 
  5. Risk in the Goods passes to you when delivery is complete. 

10. Faulty, Damaged or Incorrect Goods

  1. We warrant that the Goods, on delivery and for a period of 7 days thereafter (the “Warranty Period”), shall be as described, free from material defects, of satisfactory quality, and fit for any purpose described by Us. 
  2. If Goods do not comply, We shall at Our option: repair, replace, or issue a full refund, provided that:
    1. You give written notice during the Warranty Period;
    2. You return the Goods at Our expense; and
    3. You give Us a reasonable opportunity to examine them.
  3. We will not be liable for non-compliance if:
    1. You made further use of the Goods after notifying Us;
    2. Non-compliance arose from your failure to follow Our instructions;
    3. You made unauthorised alterations; or
    4. Non-compliance is the result of normal wear and tear or negligence.
  4. Refunds under this Clause will be issued within 14 days of agreement and will include all original delivery costs. 

11. Our Liability

  1. We will not be liable for any loss of profit, loss of business, interruption to business, or indirect or consequential loss arising out of or in connection with any Contract.
  2. Our total liability for all other losses shall be 100% of the total sums paid by you for the Goods under the Contract in question. 
  3. Nothing in these Terms seeks to limit Our liability for death or personal injury caused by Our negligence, fraud, or fraudulent misrepresentation. 

12. Events Outside of Our Control (Force Majeure)

  1. We will not be liable for any failure or delay resulting from causes beyond Our reasonable control. Such causes include power failure, ISP failure, strikes, riots, fire, flood, storms, earthquakes, acts of terrorism, acts of war, epidemic, or other natural disaster.
  2. If such an event continues for more than 30 days We will cancel the Contract and issue a refund within 14 days. 

13. Communication and Contact Details

  1. General enquiries: email [email protected] telephone +40 (752) 218 784.
  2. Order and goods matters: email [email protected] telephone +40 (752) 218 784. 

14. Complaints and Feedback

  1. All complaints are handled in accordance with Our complaints handling policy. Please contact Us at [email protected] or by telephone on +40 (752) 218 784. 

15. How We Use Your Personal Information (Data Protection)

  1. All personal information collected will be held in accordance with GDPR (EU Regulation 2016/679).
  2. We may use your personal information to:
    1. Provide Our Goods and services;
    2. Process your Order; and
    3. Inform you of new products/services (if you opt in). 
  3. We will not pass on your personal information to any third parties without first obtaining your express permission. 

16. Other Important Terms

  1. We may transfer Our obligations and rights under these Terms to a third party. You will be notified in writing. 
  2. You may not transfer your obligations and rights under these Terms without Our express written permission.
  3. If any provision of these Terms is found to be unlawful or unenforceable, the remainder shall remain valid and enforceable. 

17. Law and Jurisdiction

  1. These Terms of Sale and the relationship between you and Us shall be governed by Romanian law and applicable EU law.
  2. Any disputes shall be subject to the exclusive jurisdiction of the Romanian courts. 

Nupsala EU aims to provide quality products and services. It is however possible that an occasion may arise where we are responsible for delivering a damaged or incorrect order, or you may feel a product is no longer needed.

1. Unwanted Items

Cancellation Policy

In the event that you no longer require any or all items and wish to cancel your order, cancellations can be made until the point of dispatch. For cancellations, please telephone customer services on +40 (752) 218 784. Confirmation will be given over the phone. IMPORTANT: For cold chain products that cannot be returned, cancellation must be made before dispatch. Once cold chain products have been dispatched, cancellation or return is not permitted.

Returns Policy

In the event you no longer require delivered items, Nupsala EU will allow you to return items within 7 working days of the date of delivery. COLD CHAIN PRODUCTS CANNOT BE RETURNED.

If returning unwanted items, please contact us by email with the following information:

  1. Your Name
  2. Your Order Number
  3. Full Contact Details
  4. A list of the products you wish to return
  5. Information on temperature storage conditions for the duration the product has been with you

Returned orders should be returned to Nupsala EU at the customer’s expense.

2. Damaged Items

We advise customers to check for damaged items immediately upon receiving Goods. If damages are found, please contact Nupsala EU within 7 working days of delivery by email with:

  1. Your name
  2. Your order number
  3. Full contact details
  4. A full description of the damages
  5. Whether you require a refund or a replacement

In the event of a damaged item, Nupsala EU will refund all postage and packaging costs incurred when returning the order.

3. Incorrect items

If Nupsala EU has sent the wrong order, we will require you to return the entire order in its original state. Please contact us by email with:

  1. Your name
  2. Your order number
  3. Full contact details
  4. The product(s) that is/are incorrect
  5. Whether you require a refund or a replacement

In the event of an incorrect item, Nupsala EU will refund all postage and packaging costs incurred when returning the order.

4. Missing items

If part of an order is missing, please check the packaging and invoice thoroughly first. If you are positive that part of an order is missing, please contact us within 3 working days of delivery by email with:

  1. Your name
  2. Your order number
  3. Full contact details
  4. The product(s) that is/are missing
  5. Evidence of the integrity of the package received (photos)
  6. Whether you require a refund or a replacement

In the event of a missing item, Nupsala EU will refund all postage and packaging costs incurred.

5. How to return orders

All returns are evaluated before being processed. Nupsala EU will not accept returns without prior approval. Once a return is approved you will be given a returns authorisation number. After a number has been assigned, the customer must return the items in exactly the same condition as delivered, with a clear note in or on the packaging showing the returns authorisation number. Do not put the returns number on the product itself.

Transportation:

  1. Returns authorised at Nupsala EU’s expense will use the same courier as the original delivery.
  2. Returns at the customer’s expense must use an authorised courier or transport method approved for the shipment of pharmaceuticals.
  3. IT IS IMPORTANT THAT PRODUCTS ARE KEPT AND TRANSPORTED TO MAINTAIN THE REQUIRED TEMPERATURE.
  4. Returns sent without an authorisation number will not be processed and will either be returned at your expense or, if the sender is unknown, may be destroyed. 
  5. When a refund has been agreed upon, the refund will be made using the same payment method used to pay for the order. Please allow 7 working days for refunds. Your statutory rights are not affected.

Nupsala EU aims to provide quality products and services. In instances where We are responsible for delivering damaged or incorrect items, or you feel the order is no longer needed, you may be entitled to a full or partial refund.

1. Cancelled Orders

If your order has not been shipped and you wish to cancel, you are entitled to a full refund unless otherwise stated. If you wish to cancel after dispatch, please follow the returns policy for unwanted items (Part 4, Clause 1).

Due to the nature of our industry, some products may not be eligible for a refund. These products will be identified to you during the order process.

2. Damaged Items

When an item arrives damaged you may be entitled to a full refund. Please follow the returns policy for damaged items (Part 4, Clause 2).

3. Incorrect items

If your order arrives with incorrect items, you may be entitled to a full refund. Please follow the returns policy for incorrect items (Part 4, Clause 3).

4. Missing items

If your order arrives with items missing, you may be entitled to a full refund. Please follow the returns policy for missing items (Part 4, Clause 4).

5. How refunds are returned

Refunds will be made by the same method used to pay for your order. We are unable to send a refund to an alternative payment method. Once agreed, a refund will be processed and should appear within 7 working days.

If after 7 working days you have not received your refund, please contact us by email at [email protected], quoting your order number.

Prescription products are clearly labelled at the time of ordering. We can only supply prescription products with a valid written prescription from a veterinary surgeon. Prescription products are sent via tracked and signed delivery. Please ensure that someone is available at the delivery address to receive the order. Due to the nature of these products some prescription items are non- returnable.

1. Regulation

S.C. Nupsala EU S.R.L. is authorised as a veterinary wholesaler and distributor by the Direcția Sanitară Veterinară și pentru Siguranța Alimentelor Brașov (DSVSA Brașov):

Term

Definition

CUI

RO50494326

Nr. Reg. Com.

J/2024019405001

ANSVSA Authorisation

Nr. 11 din 21.04.2026 — Distribution of Veterinary Medicinal Products

Application reference

Nr. 6073 din 12.03.2026

Evaluation reference

Nr. 16934 din 01.08.2025

Issuing authority

DSVSA Brașov — Director Executiv Dr. Constantin Viorel PUIU

Registered address

Str. Lupului, nr. 57, Râșnov, jud. Brașov, Romania

Working address

Str. Ghimbavului, nr. 80P, Hala B4, sat Cristian, comuna Cristian, jud. Brașov, Romania

2. Regulatory Authority

The Autoritatea Națională Sanitară Veterinară și pentru Siguranța Alimentelor (ANSVSA) is the Romanian government agency responsible for issues concerning the use and distribution of veterinary medicines in Romania. Further information is available at www.ansvsa.ro.

3. Adverse Reactions

No effective medicine is risk free and all medicines have the potential to cause adverse effects. In the event of an adverse reaction to any medicinal product, it should be reported to ANSVSA and your veterinary surgeon. You can report adverse reactions via the ANSVSA website at www.ansvsa.ro.

4. Guidance For Animals Owners

For guidance and advice for animal owners please visit the ANSVSA website at www.ansvsa.ro or contact your local licensed veterinarian.

5. Complaints About Veterinary Medicine

If you have a complaint about a veterinary medicine that you do not feel Nupsala EU resolved satisfactorily, you may contact ANSVSA at www.ansvsa.ro.

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