Version 2.0. Last updated and effective from: 21 September 2026. Previous versions are retained and will be provided at the customer's request. Each order is governed by the Terms and Conditions in force at the time it is placed.

Onlyfresh is the trade name of the company THE ONLY FRESH COMPANY SL. The following terms and conditions of sale govern access to and use of the website www.unlyfresh.com (hereinafter, “the Website”) owned by THE ONLY FRESH COMPANY SL. (hereinafter, “Onlyfresh”).

By visiting or using the services and applications of the website, the user accepts its Terms and Conditions.

In order to purchase products on the website, customers must: be over 18 years of age and have the legal capacity to enter into contracts; be consumers, that is, natural persons acting for purposes outside any business, commercial, trade or professional activity they may carry out.

The contract is entered into in Spain and shall be governed by Spanish law, in particular by the consolidated text of the General Law for the Defence of Consumers and Users (texto refundido de la Ley General para la Defensa de los Consumidores y Usuarios), approved by Real Decreto Legislativo 1/2007, of 16 November, in its consolidated version (as amended, among others, by Ley 3/2014, of 27 March, and by Real Decreto-ley 7/2021, of 27 April, which transposes Directives (EU) 2019/770 and 2019/771) and Ley 34/2002, of 11 July, on Information Society Services and Electronic Commerce (“LSSI”).

In compliance with Ley 34/2002, of 11 July, on information society services and electronic commerce, we inform you as follows:

The company name is THE ONLY FRESH COMPANY SL., with CIF B 42866186 and registered office at c/ Granada 59 28007 Madrid, registered in the Registro Mercantil de Madrid Tomo 41539; Folio 55; Sección 8; Hoja M-736019.

Contact email: help@onlyfresh.support. Postal address for complaints: c/ Granada 59, planta 1, 28007 Madrid.

The products described on the Website are exclusively for personal use. Customers may not sell or resell such products. Onlyfresh may cancel or reduce the quantity of products to be delivered to the customer where any of the following circumstances apply: a manifest error in the price or in the description of the product, lack of available stock, reasonable indications of purchase for resale or fraudulent purposes, or a proven breach of these Terms and Conditions. In such cases, the reasoned decision will be communicated to the customer and any amount charged will be refunded without undue delay.

All prices indicated for the products available through the Website include VAT at the applicable rates and are expressed in euros. Shipping costs will be added to the price of the products and are shown separately on the order form. (See further information in the “Shipping” section).

Before the order is placed, the customer will be shown the total price payable, including taxes and shipping costs. The amount above which shipping is free is indicated during the checkout process and prevails over any other reference published on the Website.

To place orders on the Website, the customer must follow the relevant instructions shown during the checkout process. The customer may at any time correct any error in the data entered, change the contents of the shopping cart by adding or removing products, or cancel the entire order during the checkout process before the order is placed. Once an order is placed, the customer acknowledges and declares that they have read all the instructions given during the checkout process and fully accepts these Terms and Conditions. The customer places an order for products through the Website by clicking the “Pay now” button at the end of the ordering process.

Onlyfresh shall not be liable for failure to deliver where this results from causes objectively attributable to the customer, such as providing an incorrect or incomplete address, repeated absence at the delivery address or unjustified refusal of the order. This provision does not exclude or limit Onlyfresh's liability in other cases, nor the rights to which the consumer is legally entitled.

Once the order has been submitted, a page will appear confirming your order and showing the payment and shipping information, and shortly afterwards the customer will receive an email confirming receipt of the order. In accordance with article 63 of the TRLGDCU and article 28 of the LSSI, the order confirmation email contains: information on the main characteristics of the products purchased, a simplified invoice together with a detailed breakdown of the price and the payment method, information on shipping costs, as well as a link to contact the Customer Service Department to submit complaints and information on support services and on existing commercial guarantees.

The contract is concluded at the moment Onlyfresh sends the customer the order confirmation email referred to in the preceding paragraph.

Onlyfresh may refuse or cancel an order where payment has not been authorised, the data provided are incomplete or manifestly incorrect, there are reasonable indications of fraud, the products are not available, or there is another justified cause preventing the order from being fulfilled.

In such cases, the customer will be informed and, if any charge has been made, the corresponding amounts will be refunded.

If the confirmation of an order does not arrive within 24 hours after it is placed, the customer may contact us for assistance through the Customer Service Department.

Onlyfresh will take all necessary measures to ensure that delivery can be made within the agreed period. Should customers have any questions or queries when placing an order, they may contact us through the Customer Service Department.

Onlyfresh considers the payment information, through any of the enabled payment systems, a necessary condition for meeting delivery times. However, the delivery times indicated to the user are an estimate and may vary for logistical reasons or due to force majeure. In the event of delays, the customer will be informed in due course.

In any event, and unless another period has been agreed with the customer, delivery will be made without undue delay and within a maximum period of thirty (30) calendar days from the conclusion of the contract. If Onlyfresh fails to meet that period, the customer may require it to make the delivery within an additional period appropriate to the circumstances and, if that period is also not met, terminate the contract and obtain a refund of all amounts paid without undue delay.

“Delivery” shall be deemed to have taken place, or the order to have been “delivered”, at the moment the person who placed the order, or a third party indicated by them other than the carrier, acquires physical possession of the products, which shall be evidenced by signing for receipt of the order at the agreed delivery address.

Orders are processed and delivered on working days only (Monday to Friday, excluding public holidays). Orders placed on Saturday and Sunday will be processed on the following working day.

If it is not possible to deliver your order, the courier company will contact you by email or SMS.

If delivery is also not achieved in subsequent attempts, once 10 days have elapsed without the order being delivered for reasons beyond our company's control, we will understand that you wish to withdraw from the contract and will consider it terminated. As a consequence of the termination of the contract, we will refund all payments received, including delivery costs, except for additional costs arising from transport, without undue delay and, in any event, within a maximum period of 14 days from the date on which the contract is deemed terminated.

The direct costs of returning the order resulting from the impossibility of delivery for reasons attributable to the customer may be deducted from the amount to be refunded, after informing the customer of the amount.

If you receive a product that shows a possible lack of conformity, you may contact our Customer Service Department.

In order to analyse the issue as effectively as possible, we would be grateful if you could provide us, where possible, with the order number, the reference of the affected product, a description of the issue and any information or material that may be useful for its assessment.

The purpose of requesting this information is to facilitate the analysis and handling of the issue, and it does not limit the rights legally granted to the consumer.

Where there is a lack of conformity, Onlyfresh will offer the appropriate remedies in accordance with the applicable legislation, at no cost to the consumer.

Shipments are handled by external transport companies. As soon as the checkout process is completed, the product will be shipped by the means that Onlyfresh makes available to the user. Shipping costs are borne by the customer.

Shipping costs will depend on the zone to which the parcel is to be sent; rates and conditions for free shipping are calculated automatically during the checkout process.

Onlyfresh does not ship to the Canary Islands, Formentera, Ceuta, Melilla and Andorra.

Under no circumstances shall it be liable for costs arising from customs or for any possible detention by customs.

Shipments to destinations requiring customs clearance may need 1 (one) additional day.

The risk of loss of or damage to the products passes to the customer when the customer, or a third party indicated by the customer other than the carrier, acquires physical possession of them. We recommend checking the condition of the parcel at the time of delivery and, if it shows signs of having been opened, knocked or damaged, refusing it or noting this on the delivery note and informing our Customer Service Department. This is a recommendation intended to speed up the handling of the issue: accepting the parcel without reservation, or not making a note on the delivery note, does not prevent or limit the exercise of the rights to which the customer is legally entitled, and the customer may report any lack of conformity within the legal guarantee period.

Orders are generally processed within 24 hours. Once the parcel leaves our premises, delivery may take between 24 and 72 hours; however, exceptional situations may arise that prevent these delivery times from being met, such as promotional periods, unforeseen events with the courier service, system updates or force majeure circumstances. Nevertheless, Onlyfresh undertakes to notify the customer should any of the above events occur, without prejudice to the maximum delivery period provided for in the “Placing orders” section.

If, at the time of delivery, no one is present at the address indicated and the parcel cannot be delivered, our courier service will contact the customer in order to find an alternative delivery solution. If, despite reasonable delivery attempts and the alternatives offered by the carrier, the order cannot be delivered for a reason attributable to the customer, the parcel may be returned to our premises.

Once the returned order has been received, the corresponding refund will be made in accordance with the applicable legislation, taking into account, where legally appropriate, the costs directly arising from the return caused by the impossibility of delivery attributable to the customer.

Products in pouches or sterilised packaging are stable at room temperature until the best-before date indicated on the packaging, without the need for refrigeration. We recommend storing them in a dry place, protected from direct sunlight and sources of heat.

Do not consume the product or give it to your pet if the packaging shows swelling, bulging, perforation or leaks, or if the seal appears compromised, or if the contents show an abnormal smell, colour or texture. In such a case, keep the packaging and the batch number and contact our Customer Service Department, which will offer you a replacement of the product or a refund of its price, at your choice.

Once the packaging has been opened, keep the product refrigerated between 2 and 8 ºC and consume it within a maximum of 48 hours.

If you are contracting as a consumer and user, you have the right to withdraw from this contract within 14 calendar days without giving any reason. The withdrawal period will expire 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, acquired physical possession of the goods or, where the goods making up your order are delivered separately, 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, acquired physical possession of the last of those goods.

To exercise the right of withdrawal, you must inform Onlyfresh of your decision to withdraw from the contract by means of an unequivocal statement before the relevant period expires.

You may exercise this right by contacting our Customer Service Department through the channels indicated in these Terms and Conditions.

The consumer may also, if they so wish, use the model withdrawal form made available by Onlyfresh as Annex I to these Terms and Conditions, although use of that form is not mandatory.

To meet the withdrawal deadline, it is sufficient for the communication concerning the exercise of this right to be sent before the relevant period expires.

In accordance with the applicable legislation, the right of withdrawal shall not apply, among other cases provided for by law:

to the supply of goods which are liable to deteriorate or expire rapidly, such as refrigerated or frozen products and fresh products (art. 103.d TRLGDCU);

to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery (art. 103.e TRLGDCU).

The list of product references affected by each of these exceptions is indicated on the page of each product. Products that are stable at room temperature and whose packaging remains intact and unsealed are not excluded from the right of withdrawal.

In the event of withdrawal by the consumer, Onlyfresh will reimburse all payments received, including the delivery costs corresponding to the least expensive standard delivery method offered by Onlyfresh.

Additional costs resulting from the consumer's choice of a delivery method other than the least expensive standard delivery method offered will not be reimbursed.

The reimbursement will be made without undue delay and, in any event, no later than 14 calendar days from the date on which Onlyfresh is informed of the decision to withdraw from the contract.

Onlyfresh will make the reimbursement using the same means of payment used by the consumer for the initial transaction, unless the consumer has expressly agreed otherwise and provided that the consumer does not incur any fees as a result of the reimbursement.

Onlyfresh may withhold the reimbursement until it has received the goods back or until the consumer has supplied evidence of having sent them back, whichever is the earlier.

The consumer must send back the goods without undue delay and, in any event, no later than 14 calendar days from the date on which they communicate their decision to withdraw from the contract.

The consumer shall bear the direct cost of returning the goods in the event of withdrawal, unless Onlyfresh has agreed to bear that cost or is legally required to bear it.

The consumer shall only be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods, without prejudice to the legally applicable exceptions to the right of withdrawal.

In addition to and independently of the statutory 14-day right of withdrawal granted to consumers and users, Onlyfresh voluntarily offers a period of 30 days from the date of delivery of the order to request the return of products, subject to the conditions set out in this section.

To request a return under this additional commercial policy, the customer must contact our Customer Service Department.

The products must be in a suitable condition for return, retaining, where appropriate given the nature of the product, their original packaging and seal.

In the event of the return of a product purchased as part of a promotion that includes a gift conditional on that purchase, the gift must also be returned. Otherwise, Onlyfresh may deduct the stated value of the gift from the amount to be refunded, where applicable.

Unless Onlyfresh indicates otherwise, the direct costs arising from a return made solely under this additional commercial policy shall be borne by the customer.

The conditions set out in this section apply exclusively to the additional commercial returns policy voluntarily offered by Onlyfresh and do not limit, replace or affect the statutory right of withdrawal or the rights to which the consumer is entitled in the event of a lack of conformity of the product.

The user undertakes to pay at the time of placing the order using the payment methods accepted by Onlyfresh.

Onlyfresh will only accept payments made by credit or debit card (Visa, Mastercard, American Express) and through PayPal, Apple Pay, Google Pay and Klarna.

In order to provide maximum security for the payment system, Onlyfresh uses secure payment systems from leading financial institutions in electronic commerce. In this regard, confidential payment data are transmitted directly and in encrypted form (SSL) to the relevant financial institution. For payment with Visa and MasterCard cards, Onlyfresh only accepts CES (Secure Electronic Commerce) transactions with the international 3D Secure protocol, identified by the Verified by Visa and MasterCard SecureCode marks. Secure Electronic Commerce is an initiative whose basic principle is to guarantee the security of transactions over the Internet. When payment is made through the secure payment gateway, the system will automatically verify that the credit card is enabled for Secure Electronic Commerce. It will then connect with the card's issuing bank, which will ask you to authorise the transaction by means of a personal authentication code. The transaction will only be carried out if the bank issuing the credit card confirms the authentication code. Otherwise, the transaction will be declined.

PayPal is an online payment service that ensures safe, easy and fast payment. While placing your order, you have the option of opening a PayPal account.

Every payment will entail the issue of a simplified invoice in the name of the user. That invoice will be sent to the email address provided by the user and/or delivered together with the product purchased.

If you wish to request an invoice, please get in touch with us through our Customer Service Department.

To redeem an offer code, the customer must enter their code in the “discount code” box during the checkout process on the Website. Offer codes are case-sensitive and must always be entered exactly as they appear.

Only one offer code may be used per order, and it cannot be combined with other offer codes and/or promotions.

Onlyfresh may make available to its registered customers a loyalty programme that allows them to accumulate points redeemable for discounts on future purchases.

Points are earned in accordance with the conversion rate published on the Website, are personal and non-transferable, cannot be exchanged for cash and do not expire. Their redemption value is the one indicated on the Website at the time of redemption.

In the event of withdrawal or return of an order, the points earned with that order will be cancelled and the points redeemed on it will be restored to the customer. Onlyfresh may modify or cancel the programme by giving at least thirty (30) days' notice, without this affecting points already earned, which may be redeemed during that period.

The ratings and reviews published on the Website may come from two sources. On the one hand, those that Onlyfresh requests by email, after delivery of the order, exclusively from customers who have purchased the product being rated: these ratings are linked to a confirmed order and are identified as verified. On the other hand, those that any user can leave directly on the product page: in this case, it is not guaranteed that they come from consumers who have purchased the product, and they are not identified as verified.

All ratings are reviewed before publication for the sole purpose of checking that they do not infringe the applicable legislation or contain unlawful, offensive or off-topic content; if they pass that review, they are published. Onlyfresh does not publish sponsored ratings, does not modify the content of those received and does not remove negative reviews because of their critical content.

The handling of a review published on an external platform does not replace the reporting of an issue through the Customer Service channels, nor does it entail any waiver of the customer's rights.

Certain personal data will be requested during the checkout process. All boxes marked with an asterisk (*) indicate that providing the personal data is mandatory.

THE ONLY FRESH COMPANY SL. will process the personal data provided by users in accordance with Regulation (EU) 2016/679, the General Data Protection Regulation (GDPR), Ley Orgánica 3/2018, of 5 December, on the Protection of Personal Data and the guarantee of digital rights, and other applicable legislation.

The personal data necessary for managing orders will be processed in order to manage the contractual relationship, process orders, process payments, arrange deliveries, handle issues and provide the corresponding customer service.

Full information regarding the data controller, the purposes, the legal bases, the recipients, the retention periods and the exercise of the rights of access, rectification, erasure, objection, restriction and portability is available in our Privacy Policy, accessible from the Website.

Commercial communications will be sent in accordance with the applicable legislation and with the preferences expressed by the user.

The handling of complaints, claims and reviews published by customers, including the identification of the order to which they relate, is based on Onlyfresh's legitimate interest in addressing them and in defending its rights, and the data are retained for the limitation periods of the corresponding legal actions.

The intellectual property rights in the unlyfresh.com website, its source code, design, navigation structures and the various elements contained therein are owned by Onlyfresh, which holds the exclusive right to exploit them in any form and, in particular, the rights of reproduction, distribution, public communication and transformation, in accordance with applicable Spanish and European legislation.

These Terms and Conditions are governed by Spanish law and must be interpreted in accordance with Spanish law. Any disputes that may arise from the interpretation, validity and/or performance of these Terms and Conditions shall be submitted to the jurisdiction of the courts and tribunals of the customer's place of residence or domicile.

Nothing in these Terms and Conditions shall affect the rights granted on a mandatory basis to the consumer by the laws of their country of habitual residence, in accordance with Regulation (EC) 593/2008 and Regulation (EU) 1215/2012. These Terms and Conditions are made available to the customer in the language in which the sale is offered in each market; in the event of any discrepancy between language versions, the version most favourable to the consumer shall prevail.

Onlyfresh is part of the Visán Group.

Visán, as a company dedicated to the development and manufacture of pet food, is aware of and assumes its commitment to quality, as set out in the reference standards ISO 9001 and ISO 22000 in force, and the Management therefore establishes the following principles:

• Guarantee the safety of all our products, ensuring compliance with our quality standards.
• Achieve customer satisfaction by offering products that are appropriate in terms of quality, service and food safety in accordance with the specific requirements.
• Implement and develop a quality management system based on quality analysis and prevention that covers all the Company's activities involved.
• Identify potential hazards and emergencies in order to assess the risks and implement the control measures necessary to guarantee the safety and health of Visán's workers and of all persons who access our facilities.
• Assess and guarantee the technical competence of staff, as well as ensure the appropriate motivation of the team for its participation in the continuous improvement of our processes.
• Ensure the effectiveness of our functions, responsibilities and competences in order to achieve good control of the production process and Continuous Improvement of processes, procedures and products, maintaining interactive communication through our staff and customers.
• Comply with the regulations and legal requirements applicable to us within the scope of our competences, including food safety. As well as the commitments made to customers and all internal rules affecting the final product.
• Guarantee the proper condition of the facilities and equipment so that they correspond to the activity, objectives and goals of the company, ensuring food hygiene.
• Ensure that suppliers meet the necessary requirements so that their products and services fall within the specifications of Visán and of our customers.
• Maintain fluid communication, both internally between the different departments and with customers and suppliers.

Our ultimate goal is to maintain the highest level of quality and food safety in all our products.

Onlyfresh shall be liable to the consumer for any lack of conformity existing at the time of delivery of the goods which becomes apparent within the legally established period.

In the case of new goods, the period of liability for lack of conformity shall be three years from delivery, in accordance with the legislation in force on the protection of consumers and users.

Unless proven otherwise, any lack of conformity that becomes apparent within the first two years from delivery shall be presumed to have existed at that time, and it shall be for Onlyfresh to prove otherwise.

The consumer is not subject to any time limit for reporting the lack of conformity, which may be reported at any time within the guarantee period. The action to claim performance becomes time-barred five years after the lack of conformity became apparent.

In the case of food products, the guarantee shall be understood to refer to the conformity of the product until the best-before date or date of minimum durability indicated on the packaging, provided that the storage conditions set out in the “Storage and packaging integrity” section have been observed.

Where a product is not in conformity with the contract, the consumer shall be entitled to the remedies provided for by law, including, as appropriate, bringing the goods into conformity by repair or replacement, a price reduction or termination of the contract, under the terms provided for in the applicable legislation.

Bringing the goods into conformity shall be free of charge for the consumer and shall include the costs necessary to remedy the lack of conformity, including, where applicable, shipping or transport costs.

Remedies must be carried out within a reasonable period and without significant inconvenience to the consumer, taking into account the nature of the product and the purpose for which it was purchased.

To report a possible lack of conformity, the customer may contact our Customer Service Department, indicating, where possible, the order number, the affected product and a description of the issue.

Onlyfresh markets special foods for pets in accordance with the quality standards mentioned above. Each food must be used in accordance with the instructions shown on the outside of each package. Likewise, at Onlyfresh we always recommend that your pet be regularly monitored by a veterinary professional in order to keep its check-ups, vaccinations and antiparasitic treatments up to date and thus ensure its wellbeing at all times.

The products marketed are foods for companion animals and do not constitute veterinary medicinal products, nor do they replace the diagnosis, prescription or treatment of a veterinary professional. In the event of any symptom or change in the animal, a veterinarian should be consulted.

Onlyfresh's liability for damage caused by defective products is governed by the provisions of Book Three of the consolidated text of the General Law for the Defence of Consumers and Users (arts. 128 et seq.), and these Terms and Conditions do not exclude or limit that liability.

For any questions or clarifications, contact our Customer Service Department by email at help@onlyfresh.support or through the contact form on the Website. Our customer service team is available on working days, Monday to Friday, from 9:00 to 18:00.

Consumers and users may submit their queries, complaints or claims to Onlyfresh through the channels indicated in the Customer Service section.

Onlyfresh will acknowledge receipt of every complaint and will resolve it within a maximum period of 10 working days from its receipt, informing the customer of the outcome in writing.

Official complaint forms are available to consumers and users.

Consumers may access the official complaint form of the Comunidad de Madrid through the link provided on our Website or request it from our Customer Service Department, which will send it free of charge and without any need for justification. The form will be provided with the identification details of THE ONLY FRESH COMPANY, S.L. already filled in.

The customer may address their complaint to the Dirección General competent in consumer affairs of the Comunidad de Madrid or to the Oficina Municipal de Información al Consumidor (Municipal Consumer Information Office) of their locality. Onlyfresh does not adhere to any accredited alternative consumer dispute resolution entity or to the Sistema Arbitral de Consumo (Consumer Arbitration System).

Onlyfresh may amend these Terms and Conditions to adapt them to regulatory, technical or operational changes. Amendments will be published on the Website indicating their effective date and will apply only to orders placed after that date.

Each order is governed by the Terms and Conditions in force at the time it is placed, the text of which is retained and will be provided to the customer on request.

You can download the model withdrawal form, in accordance with Anexo B of the consolidated text of the General Law for the Defence of Consumers and Users, from the following link:

Download the withdrawal form (PDF)

Once completed, you can send it to help@onlyfresh.support. Use of this form is not mandatory: you may also withdraw by means of any other unequivocal statement addressed to our Customer Service Department.