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Terms & Conditions

Terms & Conditions


Delivery is free in Portugal from 39,90€ of purchase and from 89,90€ abroad.

For delivery in Portugal we offer:
Standard 4/5 worked days
For other countries of E.U. and rest of the world
Standard 14/15 worked days

Once your order has been shipped, you will receive the tracking link by email.



You have 14 days after receipt of the package to return your purchases including unused, unworn, unwashed items, with their original label and packaging.

To make a return, please fill out the return form included in your package to indicate your order number and the reason for the return.
Then please contact us on .
For the rest of the world, the choice of carrier and shipping costs are the responsibility of the customer.
Without a completed return form, we will be unable to process your return.

Items must be returned to the following address:

Rua Brito Capêlo, 807 
Matosinhos, OPORTO



No exchange possible on web orders, you can return your order and place a new order for the size that suits you.



Unless otherwise agreed by the parties, these General Terms and Conditions of Sale, define the rights and obligations of the parties within the framework of the sale of products offered on the website of POLOPETSTORE.COM ( hereinafter referred to as "the Website"). For any order providing for delivery of one of the Products offered for sale on the Website, the person who placed the order shall be considered to be the customer (hereinafter a "Customer"). All Customers therefore declare that they have read the general terms and conditions of sale and accept without reservation the rights and obligations relating there to. Ordering on the Website is exclusively reserved for consumers

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this website.



The clients will be able to order the Products on the Website :

2.1. 1st step: Validation of the order.

The order only becomes firm and definitive when the Customer presses the "Place Order" button. By this operation, the Customer declares that he accepts in its entirety and without reservation all of the present General Terms and Conditions of Sale.

2.2. 2nd step: Customer identification

For a first order, the Customer must fill in, precisely, the free and mandatory fields of the customer account creation form and then validate them. An e-mail containing the Customer's login and password will then be sent to the e-mail address provided on the above-mentioned form by the Customer. The Customer who has already placed an order on the website must, in order to continue his order, identify himself using the identifier and password transmitted by POLO PET. The e-mail address provided by the Customer will be considered as the e-mail address for communication with the Customer. The Customer must take all necessary measures to ensure the proper routing and receipt of emails sent by POLO PET. E-mails sent by POLO PET will be considered as having been received by the Customer as soon as they are sent. The Customer must therefore ensure that POLO PET is informed of any change in the contact details used to contact the Customer, particularly the e-mail address.

2.3 . Step 3: Payment of the order.

After confirmation of the contents of the order, the Customer shall proceed to the payment of the order. POLO PET undertakes to confirm all orders placed by Customers by sending an e-mail to the e-mail address provided by the Customer when registering on the Website. After payment of the order, POLO PET will provide the Customer with an original invoice including delivery costs and VAT available on the website in the "My Account" section. The Products remain the property of the POLO PET company until the complete collection of the price. The company POLO PET undertakes to process all orders but only within the limits of available stocks. The POLO PET company can be brought to cancel or refuse the order of a Customer with whom it would be in dispute concerning the payment of an order previously placed on the Internet website.



Payment can only be made online by credit card or Paypal . All transactions carried out on the Website are encrypted. The details of the payment cards used are neither recorded nor visible to our employees. The credit cards accepted are those offered to customers when paying for the order. The Client's account will be debited at the end of a maximum period of 4 days following the date of the order and the order will be considered effective after confirmation of the agreement of the payment centres. The bank charges charged to the company POLO PET following the failure.

Payment can be also by bank transfer:

Case you would like to make a Bank Transfer, please
use the fallowing account o Name : OUTRO DESIGN UNIPESSOAL, LDA.

IBAN : PT50 0018 2107 0286 5910 0207 4 

If possible, once payment is processed, send by e-mail to


A consumer (natural person who concludes an order with POLO PET by acting, for purposes that do not fall within the scope of his commercial, industrial, craft or liberal activity), each Customer has a period of fourteen (14) calendar days to exercise his legal right of withdrawal. The Customer does not have to justify any reasons for exercising his right of withdrawal. However, for statistical or quality control purposes, POLO PET may ask the Customer for the reasons for the return. In the case of an order of products, the withdrawal period is counted from receipt of the products.

4.1. Notification of withdrawal.

During 14 days as from the day of the reception of the products, the Customer has several means to notify, without ambiguity, his intention to retract to the OUTRO DESIGN UNIP. LDA,  company:

A letter sent to the address: Outro Design Unip. Lda – Rua Brito Capêlo, 807 - 4450-068 Matosinhos - Oporto – PORTUGAL

An Email to the following address

For all returns, the Customer must return the package containing unused, unworn, unwashed items, with their original label and packaging.

In accordance with the provisions of the Portuguese Consumer Code, the Customer has an additional period of 14 days from the communication of the notice of withdrawal to return the Products to OUTRO DESIGN UNIP.LDA.


 Products made to consumer specifications or clearly personalised

4.3. Methods of returning products.

Return requests only concern items purchased on the Website. For items purchased from one of POLO PET`S authorised resellers, the Customer must contact the latter directly. For the return of the Products, the following terms and conditions must be respected:

The products must be returned properly protected (if possible in their original packaging), in perfect condition for resale (not worn, damaged or soiled by the Customer), accompanied by any accessories.

The Products must not be damaged or impaired in any way. They must be in perfect condition for resale, and be suitable for re-marketing.

It is imperative that the return package sent by the Customer mentions his or her surname, first name, address, order number and the return form in order to be able to identify him or her.

In case of exercising the right of withdrawal, the package must be sent to the company OUTRO DESIGN UNIPESSOAL, LDA. at the following address:

Rua Brito Capêlo, 807 – 4450-068 Matosinhos – OPORTO –PORTUGAL


The exercise of the right of withdrawal shall give rise to a refund of the sums paid when the order was placed as soon as possible and no later than fourteen (14) days from the date on which the Customer exercised this right. The return of the Product(s) or service(s) ordered will give rise to a refund equal to the totality of the sums paid by the Customer, equal to the purchase price of the product(s) purchased. The refund may be deferred until receipt of the package containing the returned Product(s) or proof of dispatch of the package, the date chosen being that of the first of these facts. Refunds will be made by bank transfer and/or vouchers depending on the means of payment used for the online purchase. The partial return of part of the Products ordered will only give rise to the refund of the returned product(s). The initial delivery costs will not be included in the amount refunded because the amount of the delivery costs is fixed and does not depend on the number of products ordered. Finally, it is reminded that Products that do not comply with the conditions mentioned in article 4 cannot be taken back and will therefore not be reimbursed.



6.1. Place of delivery.

The Products ordered will be sent to the delivery address indicated by the Customer during the ordering process. The Products are delivered in Portugal, Spain,North and sul Europe, North America and most countries in the world, the exhaustive list of which is given in the table "List of countries to which the Products can be shipped and transport and delivery costs to be borne by the Customer, excluding free deliveries. The prices of the items are inclusive of all taxes (23% VAT), excluding transport costs. The prices are indicated in Euros. For deliveries made outside the Portugal territory, according to the provisions of the General Tax Code regarding VAT, orders will be invoiced exclusive of tax and the customer must pay upon delivery the taxes applicable in his country of residence. Delivery is free for all orders over 30€ for delivery within Portugal Continental e Ilhas and 200€ for delivery outside Portugal.

The Customer will receive by e-mail a number and tracking information allowing him to follow the shipment of his order. The Customer has the possibility to choose the place of delivery (at home, at his office, at a third party...). If the Customer is not present at the address indicated at the time of delivery, a delivery notice will normally be left in the mailbox: the Customer may then collect the package in a post office within 7 days of the deposit of this notice. This is only valid for Portugal. For the rest of Europe and the rest of the world, the carrier presents himself one time. If despite the  passage the carrier cannot deliver the package, it will be left a notice in the mailbox of the address indicated by the Customer when ordering. The Customer will be responsible to pick up the package on delivery time mentioned  on the notice. If the above-mentioned deadlines are exceeded, the parcel will be sent back to the OUTRO DESIGN UNIPESSOAL, LDA.

6.2. Absence or Delay of Delivery.

Should such a case arise, the Customer may contact Customer Service at the following address:

The Customer has the right to cancel his order if the delivery of his order has not taken place at the end of the period provided for. The Customer may instruct OUTRO DESIGN UNIP. LDA, by registered letter with acknowledgement of receipt, to make the delivery within a reasonable additional period. If OUTRO DESIGN UNIP. LDA has not complied with this deadline, the customer has the option of cancelling the order by registered letter with acknowledgement of receipt or in writing on another durable medium. OUTRO DESIGN UNIP. LDA, will request a refund from its bank within 14 days of receipt of the cancellation request.

6.4. Partial delivery.

In the event of partial shipment, the Customer will be informed by e-mail of the shipment of the products present in the package shipped. The Customer will be informed by a second e-mail of the delivery of the other products ordered.

6.5. Delivery made.

The delivery of the Product(s) ordered is deemed to be made as soon as the Product(s) are made available to the Customer, in particular by the carrier, as evidenced by the control system used by the carrier, the Customer's signature on the delivery note of the package, or any other process used by the carrier. Without prejudice to the period of time that the Customer has under his right of withdrawal defined in Article 4 above, the Customer must also :

Check the conformity of the Products delivered at the time of delivery.

Indicate any anomaly on the delivery note in the form of a handwritten reserve accompanied by his signature (in particular if the package has been opened, if the package bears traces of deterioration ...).

Send these reservations to the carrier by registered letter with acknowledgement of receipt within three calendar days, with a copy to OUTRO DESIGN UNIP.LDA.



Within the framework of the guarantee for hidden defects, the Customer can :

or keep the product and request a price reduction from POLO PET.

or return the product and request a refund of the product price from POLO PET.

7.1. Methods of returning products.

In the event that one of these guarantees is exercised, the Customer may return the Product(s) in accordance with the terms and conditions set out in Article 4.3



Our store is hosted on Shopify Inc. They provide us with the online e-commerce

platform that allows us to sell our products and services to you

Your data is stored through Shopify’s data storage, databases and the general    Shopify application. They store your data on a secure server behind a firewall.

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service. 

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

If after you option, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at 

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. 

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.



Your privacy is very important to us and your support and respect means everything to us!
We have updated our Privacy Policy to let you know how we treat personal data when you visit or our mobile applications, what your rights are, and what security measures you take to protect your data.

Outro Design Unipessoal Lda., Owner of the registered trademark Polo Pet, headquartered at Rua Brito Capêlo, 807 in Matosinhos, with corporate identification number 513 680 470 is the entity responsible for the processing of your personal data and ensures that they are processed in a lawful, fair and transparent manner, in accordance with the relevant national legislation in force and the General Data Protection Regulation – EU Regulation 2016/679 of the European Parliament and of the Council, from April 27, 2016.

Purpose of Information Collected

Our customer deserves our respect when interacting with us, allowing us to be able to offer the best experience through our services, and for this we collect the following personal data and other information:

– Personal data: The name, email address, address, credit card number, or other available payment means are essential for the processing of your order and for the purchase of the products on this website in order to fulfill your obligations under applicable laws and regulations or to provide other services provided on this website and requests by you. Unfortunately, refusal to provide us with certain personal data may prevent us from processing your request for the purchase of products or for the provision of other services on this website.

– Customer History: For communication purposes that reinforce and customize product offerings, services, promotional or advertising campaigns, we store information about purchased products, purchase dates, contacts with our support department, campaign / response history, complaints history, responses. customer satisfaction questionnaires, as well as other support metrics for our customer service.

– Browser Cookies: We use cookies to store information, such as your personal preferences when you visit our website. This may include a simple popup, or a link to various services we provide. However, you may turn off your cookies, in your browser options, or by making changes to antivirus program tools. However, this may change the way you interact with our website, or other websites. This may also affect or not allow you to log in to our website, programs, or other websites on the Internet.

– Automatic information through applications, website and social networks: We may automatically collect information contained in the navigation and usage records. The information contained in the logs includes your IP address, your ISP, the browser, the time of your visit and which pages you visited within our website, behavior within applications and website, location information if authorized, as well as other statistics.
For sending a gift to a friend, or when a user wishes to recommend to a friend a service provided on this website or the purchase of a specific product published on this website, we may also have access to third party personal data, name and address, which are disclosed by the users of this website. The processing of these data is based on the pursuit of the legitimate interests of Outro Design Unipessoal Lda.

Potential recipients of your data
Your personal data may be disclosed to natural or legal persons to:
• provision of electronic payment services through credit / debit cards,
• process product sales,
• choose, pack and ship products,
• troubleshoot issues related to product sales,
• rececionar pagamentos da compra de produtos,
• in marketing campaigns involving properly identified partners where you have given your consent,
• process customer product returns.

In addition, your personal data may be communicated to the judicial, tax and regulatory authorities to comply with legal obligations and upon express request of those authorities.
Retention of your personal data

We keep your data only for as long as necessary for the purpose for which it was collected. Once the maximum retention period has been reached, your personal data will be irreversibly anonymised (the anonymized data may be retained) or be securely destroyed.

In order for us to provide the best customer support and marketing effects, your personal data will be retained for a maximum of 5 years from the date your consent was collected, provided that you have not withdrawn your consent within this period.

As for the data we receive from third parties, it will only be retained for as long as necessary for the purpose for which it was collected and then safely destroyed.

Security and data protection.
We want you to know that we have taken security measures to protect your personal data, storage and processing. However, no Internet or email transmission is totally safe or error free. In particular, emails sent to or from our services may not be safe. Therefore, special care should be taken in selecting the information you send via email and other digital channels.
We advise you to keep your devices accessing our website and other services always up to date and with protection systems (antivirus, firewall, spam filters, etc.).

Data subject rights
All holders of personal data are entitled to:
1. access your data (upon request) and all information concerning their processing operations;
2. obtain rectification of your personal data;
3. request the deletion of your personal data, as long as it is no longer necessary for the purpose for which it was collected and / or to fulfill any legal obligations of Other Design Unipessoal Lda., And to require, in certain cases, limitation of its treatment;
4. object to their being used for marketing and / or advertising purposes;
5. portability of data and to receive a copy of the data concerning it;
6. withdraw at any time the prior consent for the processing of data.
The user can exercise their rights by sending email to: indicating the reason for the request.

If you choose to exercise these rights and if one of the personal data you provide is your email address, we kindly ask you to specify this in your written request, indicating the email address from which you wish to exercise your access rights, rectification, cancellation and opposition.

Personal data of children
Personal data relating to children under 16 years of age will not be processed and any online order placed by them will not be recognized. If we find that we collect personal data from a child under 16, we will take the necessary steps to delete the information as soon as possible.

Other information
As the holder of personal data and in the event of violation thereof, you have the right to file a complaint with the supervisory authority (National Data Protection Commission – CNPD, Rua de São Bento, 148, 3rd, 1200-821 Lisbon – Tel: 351 213928400 – Fax: +351 213976832 – e-Mail: and, as well, bring proceedings before the courts.
This policy may change without notice. For this reason, we recommend that you check this Policy each time you visit our website or our mobile apps.


10.1 Prescription.

All rights and actions arising from the contract between the customer and OUTRO DESIGN UNIPESSOAL, LDA are time-barred within the statutory limitation period if the customer is a consumer.

10.2 Waiver.

The fact that OUTRO DESIGN UNIPESSOAL,LDA. does not avail itself of any of the provisions of the General Terms and Conditions at a given time does not constitute a waiver of the right to do so at a later date.

10.3. Nullity of a clause.

The nullity in whole or in part of a clause of the General Terms and Conditions or its unenforceability shall not affect the validity of the other clauses stipulated between the parties. The Customer undertakes from now on to accept the substitution of a null or unenforceable clause by a valid and enforceable clause as close as possible to the spirit of the initial clause.



The present General Conditions of Sale are subject to Portuguese law. In the event of a dispute over the interpretation, execution or validity of these General Terms of Sale, the Portuguese courts shall have sole jurisdiction. In the event of a dispute, the Customer shall first contact OUTRO DESIGN UNIP.LDA to obtain an amicable solution. To this end, the Customer is requested to contact the Customer Service of the company OUTRO DESIGN UNIP.LDA, by sending an e-mail to the e-mail address :

The consumer may appeal the EU online dispute resolution platform RAL (CICAP)