Terms & Conditions

Terms and Conditions

Last updated: 10 September 2026

1. Company information

These Terms and Conditions apply to purchases made through the online shop operated by:

Largo Upperstream B.V.
Jan de Verwerstraat 10
5911 BJ Venlo
The Netherlands

KvK number: 42043344
RSIN: 869447142
Email: hello@largoupperstream.com
Telephone: +49 2131 3875040

In these Terms and Conditions, “we,” “us” and “our” refer to Largo Upperstream B.V. “Customer” and “you” refer to the person or business placing an order.

2. Applicability

These Terms and Conditions apply to all offers, orders and agreements made through our online shop.

By placing an order, you confirm that you have read and accepted these Terms and Conditions.

Any deviation is valid only if expressly agreed by us in writing. Mandatory consumer rights remain unaffected.

3. Products and information

We aim to describe and display our products as accurately as possible. Product colours may appear slightly different depending on your screen and device.

Product photographs are illustrative unless expressly stated otherwise. Minor differences in packaging or appearance do not constitute a defect if the product’s essential characteristics remain unchanged.

You are responsible for checking that a product is suitable for your pet, particularly regarding:

Size, age and weight
Allergies and intolerances
Ingredients and nutritional requirements
Medical conditions
Intended use and safety instructions

Product descriptions and general information on our website do not replace professional veterinary advice.

4. Offers and prices

All offers are subject to availability and may be withdrawn or amended before an order is accepted.

Prices displayed to consumers include applicable VAT unless expressly stated otherwise. Delivery costs and any additional charges are displayed separately before the order is confirmed.

Obvious pricing, description or technical errors are not binding. If an error affects your order, we will contact you and offer the option to proceed under the corrected conditions or cancel the order for a full refund.

5. Ordering process

You can place an order by selecting products, adding them to your shopping basket and completing the checkout process.

Before submitting the order, you can review and correct the entered information.

After ordering, you will receive an automatic confirmation by email. This confirms receipt of the order but does not necessarily constitute final acceptance.

The purchase agreement is concluded when we expressly accept the order, dispatch the products or otherwise confirm that the order is being processed.

We may refuse or cancel an order where:

A product is unavailable
Payment cannot be authorised
The delivery address is incomplete or unsupported
Fraud or unauthorised activity is suspected
An obvious pricing or product-information error has occurred
Applicable law prevents us from fulfilling the order

If we cancel a paid order, the relevant amount will be refunded.

6. Payment

Available payment methods are displayed during checkout.

Payment must be completed using one of the available methods. Depending on the payment method, the payment provider may apply its own terms and privacy policy.

You confirm that you are authorised to use the selected payment method.

We may suspend processing until payment has been received or authorised. Products remain our property until the full purchase price has been paid.

7. Delivery

We deliver to the countries and regions available during checkout.

Estimated processing times, delivery times and shipping costs are displayed on the website or during checkout. Unless a different delivery period has been agreed, we will deliver within the legally applicable period.

Delivery times are estimates unless a specific date has been expressly agreed as binding.

You are responsible for providing a correct and complete delivery address. Please contact us immediately if you discover an error.

Risk of loss or damage generally passes to a consumer when the consumer, or a designated third party other than the carrier, physically receives the products.

Further information is available in our Shipping Policy.

8. Right of withdrawal

If you are a consumer, you generally have the right to withdraw from an online purchase within 14 days without giving a reason.

The withdrawal period normally begins on the day after you, or a third party designated by you, receives the products.

For an order containing multiple products delivered separately, the period normally begins after receipt of the final product.

To exercise your right of withdrawal, you must send us a clear statement before the withdrawal period expires:

Largo Upperstream B.V.
Jan de Verwerstraat 10
5911 BJ Venlo
The Netherlands
Email: hello@largoupperstream.com

You may use the model withdrawal form below, but this is not mandatory.

9. Exceptions to the right of withdrawal

The right of withdrawal may not apply to:

Products made to your specifications or clearly personalised
Products liable to deteriorate or expire rapidly
Sealed products that are unsuitable for return for health-protection or hygiene reasons where the seal has been broken
Products inseparably mixed with other items after delivery
Other products excluded from withdrawal under applicable law

The exception for sealed products applies only where the legal requirements for that exception are satisfied.

10. Returning products after withdrawal

After notifying us of your withdrawal, you must return the products within 14 days.

Products must be returned to the address provided in our return instructions. Please do not send a return without first contacting us, as the operational return address may differ from our registered office.

Unless we state otherwise or the product is defective, you are responsible for the direct return costs.

You may inspect a product as you would in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

Where reasonably possible, products should be returned with their original packaging, labels and accessories.

11. Refunds following withdrawal

If you validly withdraw from the agreement, we will refund the payments received for the returned products, including the cost of standard outbound delivery where legally required.

Additional costs resulting from your choice of a more expensive delivery method than our standard option are not refundable.

We will issue the refund within 14 days after receiving your withdrawal notice. We may withhold reimbursement until we receive the returned products or you provide evidence that they have been sent back, whichever occurs first.

Refunds will normally be made using the original payment method unless otherwise agreed.

12. Defective, damaged or incorrect products

Products must comply with the agreement and applicable legal requirements.

If a product is defective, damaged, incorrect or otherwise non-conforming, please contact us promptly at hello@largoupperstream.com and provide:

Your order number
A description of the issue
Photographs of the product and packaging, where relevant

Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction or cancellation and reimbursement.

We will cover reasonable return costs for products confirmed to be defective, damaged, incorrect or non-conforming.

Your statutory guarantee rights remain fully applicable and are not limited by these Terms and Conditions.

13. Pet food and consumable products

Always read the product label, ingredients, feeding instructions, warnings and expiry information before use.

Stop using a product and consult a veterinarian if your pet experiences an adverse reaction.

Unless applicable law provides otherwise, we are not responsible for harm resulting from:

Ignoring product instructions or warnings
Incorrect storage or use
Use after the expiry date
Use of a product unsuitable for the animal
An allergy or medical condition that was not disclosed or reasonably foreseeable

Nothing in this section excludes liability that cannot legally be excluded.

14. Promotions and discount codes

Promotions and discount codes are subject to the conditions communicated with the relevant offer.

Unless stated otherwise:

Discount codes cannot be exchanged for cash
Only one discount code may be used per order
Codes cannot be applied retrospectively
Promotions are valid only during the stated period
Products may be excluded from certain promotions

We may cancel a discount obtained through fraud, misuse or a technical error.

15. Customer accounts

You are responsible for maintaining the confidentiality of your account credentials and for activity conducted through your account.

Please notify us immediately if you suspect unauthorised access.

We may suspend or close an account where necessary to prevent fraud, misuse, security risks or violations of these Terms and Conditions.

16. Intellectual property

All website content, including text, designs, logos, images, graphics and software, belongs to Largo Upperstream B.V. or its licensors and is protected by intellectual-property law.

You may use the website only for personal, lawful and non-commercial purposes. Content may not be copied, distributed, modified or commercially exploited without prior written permission.

17. Prohibited use

You may not:

Use the website unlawfully or fraudulently
Attempt to gain unauthorised access to the website or customer accounts
Introduce malware or harmful code
Interfere with the website’s operation or security
Use automated systems to extract data without permission
Provide false payment, identity or delivery information

18. Liability

Nothing in these Terms and Conditions excludes or limits liability where doing so would be unlawful, including liability for intentional misconduct or where mandatory consumer law applies.

To the extent legally permitted, we are not liable for:

Indirect or consequential losses
Losses not reasonably foreseeable when the agreement was concluded
Delays caused by circumstances beyond our reasonable control
Damage caused by incorrect use of a product
Temporary unavailability of the website

For business customers, our total liability relating to an order is limited, where legally permitted, to the amount paid for the relevant order.

Limitations intended for business customers do not restrict mandatory rights available to consumers.

19. Events beyond our control

We are not responsible for delays or failures caused by circumstances beyond our reasonable control, including natural disasters, transport disruption, strikes, government measures, supply-chain interruption, cyber incidents or failures of essential third-party services.

We will take reasonable steps to limit the effects and inform affected customers.

20. Privacy

Personal data is processed according to our Privacy Policy and applicable data-protection law.

21. Complaints

Complaints may be submitted to:

Email: hello@largoupperstream.com
Telephone: +49 2131 3875040

Please include your name, order number and a clear description of the complaint.

We will acknowledge and handle complaints within a reasonable period.

22. Applicable law and disputes

These Terms and Conditions and the agreements concluded through our online shop are governed by Dutch law.

If you are a consumer residing in another EU or EEA country, this choice of law does not deprive you of mandatory consumer protections available under the law of your country of residence.

Disputes will be submitted to the competent court in accordance with applicable law. Consumers retain the right to bring proceedings before any court competent under mandatory consumer-protection rules.

23. Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions remain effective.

The invalid provision will be replaced, where possible, by a valid provision that most closely reflects its purpose.

24. Amendments

We may update these Terms and Conditions from time to time.

The version applicable to an order is the version available when that order is placed, unless a change is required by law.

25. Model withdrawal form

Complete and return this form only if you wish to withdraw from the agreement.

To: