Terms of service
GENERAL TERMS AND CONDITIONS OF SALE
Last updated: [date of publication]
Welcome to Robust Europe.
These General Terms and Conditions of Sale govern the access, navigation, and purchase of products offered through the Robust Europe website.
We recommend that you carefully read this document before placing any order. Placing an order implies the express acceptance of these terms and conditions, as well as the complementary Warranty, Shipping, Returns and Refund Policies published on the website.
Our objective is to offer a premium, transparent and secure shopping experience, maintaining high standards of quality both in our products and in the service provided to our customers.
1. IDENTIFICATION OF THE SELLER
These General Terms and Conditions govern the contractual relationship between the customer and:
ROBUST EUROPE, S.L. Tax ID (CIF): B22491062 Import VAT: ESB22491062 Registered office: Calle Espiño 120, 15405 Ferrol, A Coruña, Spain. Customer service email: info@robust-europe.com Telephone / WhatsApp: +34 640 61 25 56 Website: robust-europe.com
Hereinafter, "Robust".
2. PURPOSE AND SCOPE OF APPLICATION
These General Terms and Conditions govern the purchase of products marketed by Robust through its website, as well as the rights and obligations arising from the contractual relationship between Robust and its customers.
These conditions shall apply to all purchases made through the website unless otherwise agreed in writing between the parties.
Currently, Robust ships to:
• Countries of the European Union
• United Kingdom
The use of the website and the placement of orders imply full and unconditional acceptance of these General Terms and Conditions, as well as the complementary policies in force at the time of purchase.
3. PRODUCTS AND AVAILABILITY
Robust markets premium products intended for the transportation and well-being of pets, including, among others:
• Foldable aluminium crates
• Pet transportation systems
• Compatible accessories and complements
• Ventilation systems
• Mats and related components
• Other products associated with the safe transportation of pets
Robust makes continuous efforts to represent its products as accurately as possible.
However, the images, renders, photographs, finishes, colours, or visual representations displayed on the website may show slight non-material variations resulting from lighting conditions, screen resolution, manufacturing processes, technical product developments, or design improvements.
Such minor variations shall not be considered manufacturing defects.
Product availability may vary depending on stock levels, logistics, demand, supplier availability, or exceptional circumstances. In the event of stock shortages, inability to supply, or exceptional incidents, Robust may:
• extend the estimated delivery time,
• offer a reasonable alternative solution,
• or cancel the order and provide a full refund of all amounts paid.
4. PURCHASE PROCESS AND ORDER ACCEPTANCE
The customer may place orders by following the purchase procedure available on the website.
To place an order through the Robust website, the customer must be of legal age (18 years or older) and have full capacity to enter into a contract under applicable Spanish law. In the case of minors, orders must be placed under the authorisation and supervision of their legal representative, who will assume the role of contracting party.
To complete a purchase, the customer must provide truthful, up-to-date, sufficient and accurate information for the proper processing of the order.
Once the order has been placed, the customer will receive an automatic confirmation of receipt. Such confirmation does not imply final acceptance of the order, but merely acknowledges that the request has been received correctly.
The sales contract shall only be concluded when Robust expressly confirms the order and it has been validated for preparation or shipment.
Robust reserves the right to reject, limit or cancel orders for justified reasons, including, but not limited to:
• obvious pricing or description errors,
• stock availability issues,
• technical system errors,
• reasonable suspicions of fraud,
• incomplete or incorrect information,
• logistical impossibility,
• breach of these terms and conditions.
In the event of a cancellation attributable to Robust, the customer shall be entitled to a full refund of all amounts effectively paid.
5. PRICES, TAXES AND INVOICING
All prices displayed on the Robust website are expressed in euros (€).
Prices are displayed with VAT included for shipments to consumers within the European Union, in accordance with applicable regulations on indication of prices to the consumer (Royal Decree 3423/2000 and Article 60 of the TRLGDCU – Spanish Consumer Protection Act). For shipments to the United Kingdom or destinations outside the European Union, prices may be displayed without Spanish VAT, with import taxes, duties or destination-country costs potentially applying in accordance with local regulations.
Shipping costs, special charges, or any additional fees, where applicable, will be clearly indicated to the customer before the purchase process is completed.
In certain territories or countries outside the European Union, additional taxes, customs duties or import costs beyond the control of Robust may apply, and responsibility for such charges may rest with the customer in accordance with applicable regulations.
Robust actively works to keep all information displayed on the website updated and free from errors. However, typographical, technical or human errors may occur.
In the event of an obvious error regarding price, availability or product description, Robust reserves the right to cancel the order even if it has initially been confirmed, providing a full refund of the amount paid.
Under no circumstances shall Robust be obliged to supply products resulting from obvious errors or clearly disproportionate pricing.
6. PAYMENT METHODS
Robust provides its customers with various secure payment methods available during the checkout process. The available payment methods may vary depending on the country, order amount, active promotions, or technical criteria established by payment providers.
The customer guarantees that they are the legitimate holder of the payment method used and that they have sufficient authorisation to carry out the transaction.
To prevent fraud, unauthorised transactions or suspicious activities, Robust may carry out additional verification procedures or request supplementary information before validating certain orders. In the event of a reasonable suspicion of fraud, irregular activity or unauthorised use of payment methods, Robust may cancel or temporarily suspend the order and, where applicable, issue the corresponding refund.
7. SHIPPING POLICY
At ROBUST EUROPE, S.L., we work to ensure that your order arrives safely, quickly and properly protected. All our products are carefully prepared using high-quality packaging specifically designed for the transportation of premium products.
Shipping destinations
We currently ship to:
• Countries of the European Union
• United Kingdom
If your country is not available during the checkout process, you may contact our team to explore possible shipping options.
Order preparation and estimated delivery times
All Robust orders undergo a handling, inspection, quality control and packaging preparation process designed to ensure that the product arrives in perfect condition.
As a general rule, orders require approximately up to 1 working day for preparation and dispatch, except in cases of temporary stock shortages, promotional campaigns, high demand or exceptional incidents.
Estimated transit times, once an order has been dispatched, are as follows:
• Mainland Spain and mainland Portugal: between 24 and 72 working hours.
• Islands (Balearic Islands, Canary Islands, Azores, Madeira) and rest of Europe: between 3 and 7 working days, depending on the destination country and the transport carrier.
• United Kingdom: delivery times may vary depending on customs processes, import controls and clearance times, with potential delays beyond Robust's control.
All indicated timeframes are purely indicative and estimated, and may be affected by stock availability, order volume, logistics incidents, periods of high demand, transport delays, customs processes or force majeure circumstances. Robust does not undertake a contractual commitment to the estimated timeframes, as these depend on transport companies and third parties beyond its control.
Maximum delivery period. Notwithstanding the estimated timeframes, in accordance with Article 109 of the TRLGDCU, Robust undertakes to deliver the order within a maximum period of 30 calendar days from confirmation of the order. Should this period not be met, the customer may give Robust additional reasonable time to deliver and, failing that, terminate the contract with full reimbursement of the amounts paid.
ROBUST EUROPE, S.L. shall not be liable for delays caused by third parties, transport companies, customs controls, strikes, or circumstances beyond its reasonable control.
Premium protective packaging
All Robust products are shipped using reinforced packaging and protection systems specially designed for international transportation, with the aim of minimising risks and ensuring that the product arrives in the best possible condition.
We recommend retaining the original packaging for at least 30 days from receipt of the order, especially in the event of a return, exchange or transportation-related issue.
Order tracking
Whenever permitted by the transport provider, the customer will receive shipment tracking information to monitor the status of their order. Tracking update times depend exclusively on the transport company.
Order receipt and transport incidents
Upon receiving the order, we recommend visually inspecting both the packaging and the product as soon as possible. If you notice visible damage, impacts, or any transportation-related issue, you must notify us within a maximum period of 48 hours from delivery and provide:
• Photographs of the outer packaging
• Photographs of the inside of the packaging
• Photographs of the affected product
• A brief description of the incident
To facilitate the handling of the claim with the transport company, it is important to retain the original packaging.
Claims reported after the indicated period may be limited by the coverage conditions of the transport provider.
Failed deliveries or incorrect information
It is the customer's responsibility to provide a correct, complete and accessible delivery address. If an order cannot be delivered due to:
• Incorrect or incomplete address
• Repeated absence of the recipient
• Lack of response or cooperation regarding delivery
• Reasonable inability to access the delivery location
Any additional costs related to storage, return, reshipment or a new delivery may be charged to the customer.
United Kingdom – duties and imports
For shipments to the United Kingdom, additional taxes, duties, customs charges or import costs may apply depending on current regulations and the type of shipping service contracted. Where applicable, such costs may be the responsibility of the customer.
Local collection
In certain cases, local collection may be offered by prior appointment, subject to availability and confirmation by Robust.
Our commitment
At Robust, we strive to provide a premium, secure and transparent purchasing experience. If you have any questions regarding a shipment, our team will be delighted to assist you throughout the entire process.
8. ORDER CANCELLATIONS
The customer may request the cancellation of an order before it has been dispatched.
Once the order has been prepared, packaged or handed over to the transport company, cancellation will no longer be possible and must instead be processed in accordance with the Returns and Exchanges Policy.
Robust may cancel orders for justified reasons in exceptional situations, including, but not limited to:
• Obvious pricing or description errors
• Availability or stock issues
• Technical system errors
• Reasonable suspicions of fraud
• Incomplete or incorrect information provided by the customer
• Logistical or delivery impossibility
• Breach of these General Terms and Conditions
In the event of a cancellation attributable to Robust, the customer shall be entitled to a full refund of all amounts effectively paid.
9. WARRANTY POLICY
At ROBUST EUROPE, S.L., we design premium products intended to provide long-term durability, safety and reliability. For this reason, all Robust crates and structural products are backed by a comprehensive warranty policy against manufacturing and material defects.
Distinction between legal and commercial warranty
Independently of Robust's 10-year commercial warranty offered on the crate, all products sold to consumers and end users are covered by the legal warranty of conformity established in Articles 114 to 127 of the TRLGDCU (Spanish Consumer Protection Act).
In accordance with these regulations, Robust will be liable to the consumer for any lack of conformity manifested within a period of 3 years from delivery for tangible goods (and 2 years for digital content or services, where applicable). Unless proven otherwise, any lack of conformity manifested within the first 2 years from delivery is presumed to have already existed at the time of delivery.
In the event of a lack of conformity, the consumer is entitled, in accordance with Article 118 of the TRLGDCU, to choose between repair or replacement of the product, unless either option proves impossible or entails disproportionate costs. Subsidiarily, the consumer may opt for a price reduction or contract termination, under the terms and conditions established in the regulations.
Robust's commercial warranty (described below) extends and complements these legal rights, without replacing or limiting them in any way.
10-year commercial warranty — The crate
Robust's 10-year commercial warranty covers exclusively the Robust foldable crates (hereinafter, "the crate") in all sizes (M, L, XL, XXL), counted from the date of purchase, against manufacturing defects, structural defects or material failures under normal and appropriate use.
All accessories and complementary components are expressly excluded from this 10-year commercial warranty, including but not limited to: the Anti-Stress Door, the Wheel Cart, the Grooming Set, the 12V Fan, Comfort Mats and any other accessory or complement. These products are covered by the 3-year legal warranty of conformity described below.
The warranty is automatically activated upon purchase and is valid through the purchase invoice, proof of purchase or order number, with no additional registration required.
What does the 10-year crate warranty cover?
The warranty covers manufacturing or structural defects in components manufactured by Robust, including, but not limited to:
• Aluminium structure
• Panels and structural elements
• Doors
• Hinges
• Locks and latches
• Folding system
• Structural hardware and fittings
• Assembly or manufacturing defects
• Material defects under normal use
What is not covered by the 10-year warranty?
The warranty does not cover damage resulting from circumstances unrelated to manufacturing defects, including, but not limited to:
• Damage caused by pets, including biting, scratching, escape attempts, deformations or impacts caused by the animal.
• Normal wear and tear resulting from use.
• Minor cosmetic damage, scratches or surface marks.
• Impacts, accidents, falls or improper transportation.
• Improper, negligent or unintended use.
• Modifications, repairs or alterations carried out by unauthorised third parties.
• Damage caused by aggressive chemicals, corrosion or improper cleaning.
• Damage resulting from fires, floods, weather events or force majeure circumstances.
Accessories and components — 3-year legal warranty
All Robust accessories and complementary components (Anti-Stress Door, Wheel Cart, Grooming Set, 12V Fan, Comfort Mats and any other accessory marketed by Robust) are covered by the legal warranty of conformity of 3 years from delivery, in accordance with Article 120 of the TRLGDCU, with a presumption of non-conformity for defects manifested within the first 2 years from delivery.
What the legal warranty covers
The legal warranty covers non-conformities existing at the time of delivery, in particular:
✔ Manufacturing defects and failures in the production process. ✔ Material defects affecting the functioning of the product. ✔ Premature failures under normal conditions of use, not arising from misuse, inappropriate intensive use or factors external to the product. ✔ Electronic failures in components with electrical elements (such as the 12V Fan) manifested under normal conditions of use. ✔ Assembly defects or improperly fitted parts detected upon receipt of the product or during normal subsequent use.
What does not constitute a lack of conformity
In accordance with applicable regulations, the following situations do not constitute non-conformity and are therefore not covered by the legal warranty, as they are consequences of use, accidents or external factors not attributable to manufacturing or material defects:
General exclusions (applicable to all accessories)
✘ Natural wear and tear arising from normal or intensive use of the product over time. ✘ Damage caused by pets: bites, scratches, escape attempts, chewing, damage by claws or any animal behaviour towards the product. ✘ Accidental damage: impacts, falls, crushing, damage during transport by the user or third parties. ✘ Damage from water, moisture, chemical products or exposure to the elements not foreseen in the designated use of the product. ✘ Use of the product outside the purpose for which it was designed (for example, using a comfort mat as a permanent outdoor bed, connecting the fan to an incompatible power source, overloading the cart beyond its indicated capacity). ✘ Modifications, repairs or adjustments performed by the user or by third parties not authorised by Robust. ✘ Aesthetic damage that does not affect functionality of the product: stains, discolouration, surface scratches or marks arising from use. ✘ Damage arising from the use of inappropriate cleaning products or those not recommended by Robust. ✘ Failures arising from incorrect installation or failure to follow the instructions for use supplied with the product.
Specific exclusions by accessory
12V Fan
• ✔ Covered: electronic failures of the motor, controller or electrical components manifested under normal conditions of use.
• ✘ Not covered: damage from overvoltage, connection to an incompatible power source, prolonged exposure to rain or excessive dust, continuous operation beyond the intended use (the fan is designed for occasional use during journeys or stops, not for continuous 24/7 operation).
Comfort Mats
• ✔ Covered: defects in stitching, poorly manufactured materials, foam or filling failures present from delivery.
• ✘ Not covered: wear from claws, bites, tearing from use, discolouration from washing, deformation from prolonged use, stains or odours arising from use.
Wheel Cart
• ✔ Covered: manufacturing defects in the structure, defective bearings, poorly executed welds or joints, defective brakes.
• ✘ Not covered: wear of wheels from continued use, damage from overload exceeding indicated capacity, damage from impacts during manoeuvring, rust arising from exposure to salt, chemical products or prolonged outdoor weather.
Anti-Stress Door
• ✔ Covered: defects in stitching, poorly manufactured materials, failures of the fixing system to the crate present from delivery.
• ✘ Not covered: tears, bites, scratches, discolouration from washing or prolonged solar exposure, deformation from prolonged use.
Grooming Set (non-slip mat + articulated arm with leash)
• ✔ Covered: defects in the articulated mechanism, failures of the fixing system, manufacturing defects in the mat or leash.
• ✘ Not covered: wear of the mat from use, oxidation of metal parts arising from exposure to grooming chemicals or prolonged moisture, deformation from overload.
Important clarification
The exclusions above do not limit the legal rights of the consumer established in the TRLGDCU. They simply clarify which situations constitute a lack of conformity attributable to Robust and which are consequences of use, accidents or external factors not attributable to manufacturing or material defects.
In case of doubt as to whether a defect is covered by the legal warranty, Robust will evaluate each case individually, with the consumer's legal rights under applicable regulations always prevailing.
How to submit a warranty claim
To process a warranty claim, the customer must contact Robust and provide:
• Order number or purchase invoice
• Clear photographs of the issue
• An explanatory video where necessary
• A brief description of the issue
Our team will review each case individually in order to provide the most appropriate solution as quickly as possible.
Warranty resolution
Depending on the nature of the issue and at its technical discretion, ROBUST EUROPE, S.L. may:
• Repair the product
• Replace a specific part
• Provide a partial replacement
• Offer an equivalent solution
The warranty does not automatically imply full replacement of the product.
Transportation and shipping damage
In the event of damage caused during transportation, the customer must report the issue within a maximum of 48 hours from delivery and provide photographs of the outer packaging, the inner packaging and the damaged product.
The original packaging must be retained to facilitate the handling of the claim with the transport company. In certain cases, particularly for international shipments, Robust may prioritise the shipment of replacement parts where this allows the issue to be resolved more quickly and efficiently.
The Robust commitment
At Robust, we believe in manufacturing durable, functional products designed to accompany you for many years. Our commitment is to provide fast, personal support and a fair solution for any genuine manufacturing-related issue.
10. RETURNS AND EXCHANGES POLICY
At ROBUST EUROPE, S.L. we want you to shop with complete peace of mind. To that end, we offer two distinct routes for returning a product: the right of withdrawal provided by European consumer protection regulations and an extended commercial return policy that improves on the legal cover.
A. Statutory right of withdrawal (first 14 calendar days)
In accordance with Articles 102 and following of the TRLGDCU, the customer acting as a consumer has a period of 14 calendar days from receipt of the order to withdraw from the contract without need to justify the decision and without penalty.
To exercise the right of withdrawal, the customer must notify Robust by any written means (email to info@robust-europe.com, WhatsApp or the withdrawal form included in Annex I of this document). Notification must be made within the 14-calendar-day period.
Once withdrawal has been communicated, the customer has an additional period of 14 calendar days to return the product to Robust.
Right to examine the product. During the withdrawal period, the customer may examine the goods with the care necessary to establish their nature, characteristics and functioning, as they would in a physical establishment. Robust may only apply a proportional reduction to the reimbursement for the diminished value of the goods, exclusively where such diminution results from handling that goes beyond what is necessary for that examination (Article 108.2 TRLGDCU).
Reimbursement in case of withdrawal. Robust will reimburse the customer the total of all payments received, including the initial shipping costs, within a maximum of 14 calendar days from notification of withdrawal, in accordance with Article 107.1 TRLGDCU. Robust may withhold the reimbursement until it has received the product or the evidence of its return, whichever occurs first.
Where the customer has expressly chosen a delivery method different from the cheapest standard delivery method offered, the additional costs resulting from that choice will not be reimbursed.
Return shipping cost (cost of returning the goods). In compliance with Article 108.1 of the TRLGDCU, Robust expressly informs that, as a general rule, the return shipping cost will be borne by the customer. However, as a more generous commercial policy, Robust will voluntarily assume this cost where the product is returned showing no signs of use and with the original packaging in good condition. Otherwise, the return shipping cost will be deducted from the amount reimbursed or charged to the customer.
B. Extended commercial return (between day 15 and day 30)
In addition to the statutory right of withdrawal, Robust offers as a commercial policy the possibility of returning the product between day 15 and day 30 from receipt of the order, provided the conditions detailed below are met.
This commercial policy is voluntary, does not replace the consumer's statutory rights, and is subject to the following conditions:
✅ The product must be in good general condition. ✅ It must include all original accessories, parts and components. ✅ It must be properly protected for return transport, preferably with the original Robust packaging.
Extended commercial returns will not be accepted for products presenting:
❌ Damage caused by pets (bites, deep scratches, deformations or damage arising from escape attempts). ❌ Impacts, accidental damage or improper use. ❌ Evident signs of intensive use beyond what is necessary to verify the product. ❌ Incomplete or modified products. ❌ Accessories damaged by abnormal wear, excessive dirt or inappropriate use.
In the extended commercial return, the cost of return shipping will be borne in full by the customer.
Size or model exchanges
If you wish to exchange your product for another size or model, you may request this within 30 calendar days from receipt, subject to availability. In these cases:
• The customer will bear the transport costs associated with the exchange (except for manufacturing defects or shipping errors attributable to Robust).
• Any price difference will be charged or refunded accordingly.
• The original product must meet the return conditions applicable to the period in which the exchange is requested (statutory or extended commercial).
Conservation of original packaging
We recommend keeping the original packaging for at least 30 days from receipt of the order. The packaging has been designed to protect the product during transport and its absence or deterioration may affect the amount reimbursed in the extended commercial return.
Products damaged during transport
If the order arrives with visible damage caused during transport, you must notify us within a maximum of 48 hours from delivery, providing photographs of the packaging and the damaged product. It will be important to keep the original packaging in order to manage the incident properly with the transport company. In these cases, Robust will assume all costs of return and replacement of the product.
Our commitment
At Robust we work to offer premium products and a fast, fair and close after-sales service. If you have any questions or need help with a return or exchange, our team will be happy to assist you.
11. REFUND POLICY
At ROBUST EUROPE, S.L., we believe that a premium experience does not end with the purchase. Our goal is for you to shop with complete confidence and, should any issue arise, to find a clear, fair and transparent process.
We will always strive to provide the most appropriate solution in each case while maintaining our standards of quality and product protection.
When is a refund issued?
Refunds will be processed once the product has been received and inspected at our facilities in order to verify its condition and confirm compliance with the conditions established in our Returns Policy.
For cases involving transportation incidents, shipping errors or confirmed manufacturing defects, the procedure may be adapted to expedite the resolution.
Inspection of the returned product
Once the product has been received, our team will carry out an inspection to verify:
• The general condition of the product
• Functionality
• Presence of all components and accessories
• State of preservation
• Condition of the return packaging
Our objective is to ensure a fair and balanced process both for the customer and for the integrity of our products.
Where the product shows signs of use beyond what is necessary to verify its characteristics or functionality, a reasonable proportional adjustment may be applied to the refunded amount based on the condition of the product received.
Possible adjustments to the refund amount
In certain circumstances, the final refund amount may be proportionally adjusted, including situations such as:
• Damage caused during return transportation due to insufficient or inadequate packaging.
• Missing original components, accessories or parts.
• Clear signs of intensive use, abnormal wear or significant deterioration.
• Products damaged by pet bites, severe scratches, deformations or escape attempts.
• Logistics costs initially covered by Robust through free-shipping promotions or partially subsidised deliveries.
Any adjustment applied will always be reasonable, proportionate, and communicated to the customer in advance.
Refund method
Refunds will be issued using the same payment method used for the original purchase unless otherwise expressly agreed between the parties or where technically impossible.
This measure helps us maintain a secure purchasing environment and prevent potential issues related to fraud or unauthorised payments.
Refund timeframe
In the case of statutory withdrawal (Section 10.A), Robust will reimburse the corresponding amount within a maximum of 14 calendar days from notification of withdrawal, in accordance with Article 107.1 of the TRLGDCU. Robust may withhold the reimbursement until it has received the product or the customer's evidence of its return, whichever occurs first.
In other cases (extended commercial returns, transport incidents, manufacturing defects), once a return has been approved, the reimbursement will be processed within an approximate period of between 5 and 14 working days, depending on the banking entity, payment platform or financial provider used. Some payment methods may require additional times beyond Robust's control.
Situations excluded from refund eligibility
To ensure a fair and sustainable process for all our customers, certain situations may be excluded from refund eligibility, including:
• Products returned outside the established return period.
• Products damaged due to misuse, accidents or improper handling.
• Products modified, repaired or altered by unauthorised third parties.
• Incomplete products or products with missing components.
• Damage caused by insufficient packaging during return transportation.
Return transportation
Where the customer directly arranges the return shipment, responsibility for the product during transit shall remain with the customer until it has been received at our facilities. We recommend using transportation services that provide tracking and adequate protection, and retaining proof of shipment until receipt has been confirmed.
Our commitment
At Robust, we believe that a premium product should be accompanied by premium after-sales service. Our commitment is to provide fast, reasonable and transparent solutions so that you can always purchase with confidence and peace of mind.
12. PRODUCT USE AND CUSTOMER RESPONSIBILITY
The customer is responsible for verifying that the purchased product is suitable for:
• The size of their pet
• The animal's behaviour
• The intended use
• The vehicle, room or environment in which it will be used
Animal behaviour may vary significantly depending on individual factors such as age, strength, anxiety, training, stress, habits, activity level, or escape attempts. For this reason, the customer acknowledges and accepts that no product intended for the transportation or accommodation of pets can guarantee completely predictable animal behaviour or entirely eliminate risks arising from extraordinary circumstances, destructive behaviour, or situations beyond Robust's reasonable control.
The customer shall be responsible for:
• Correctly selecting the appropriate size or model.
• Using the product in accordance with the instructions and recommendations provided.
• Supervising the pet's proper use of the product.
• Correctly installing or securing the product where applicable.
The following are expressly prohibited:
• Modifying or altering the product without prior authorisation from Robust.
• Using the product for purposes other than those for which it was designed.
• Carrying out unauthorised structural modifications.
• Using inappropriate fixing, anchoring or installation systems.
Robust shall not be liable for damage arising from:
• Incorrect selection of size or model.
• Negligent or improper use of the product.
• Incorrect installations carried out by the customer or third parties.
• Unauthorised modifications.
• Improper securing or transportation of the product.
• Unpredictable, aggressive or destructive pet behaviour.
The safety and well-being of the pet will depend, among other factors, on the proper use of the product, the training of the animal and responsible supervision by the owner.
13. LIMITATION OF LIABILITY
To the extent permitted by applicable law, ROBUST EUROPE, S.L. shall not be liable for:
• Indirect or consequential damages.
• Indirect economic losses.
• Loss of profits.
• Damage caused by third parties.
• Incidents arising from transport companies.
• Logistical or customs delays beyond its reasonable control.
• Improper or unintended use of the product.
• Unpredictable or destructive pet behaviour.
• Damage resulting from incorrect installation, assembly or securing carried out by the customer or third parties.
Robust will make reasonable efforts to ensure the quality, safety and functionality of its products, always acting in good faith to resolve justified issues in a proportionate and reasonable manner.
Nothing contained in these General Terms and Conditions shall limit any mandatory consumer rights granted under applicable law.
14. RETENTION OF TITLE
In the case of orders with deferred, financed or pending-collection payment (for example, through consumer finance platforms, bank transfers pending verification or B2B orders with special conditions), products supplied by ROBUST EUROPE, S.L. shall remain the property of the company until full, effective and final payment of the total order amount has been received.
Until such time, Robust may exercise any legally permitted actions necessary to protect its rights against fraud, non-payment, unauthorised payment reversals or contractual breaches.
15. FORCE MAJEURE
Robust shall not be liable for delays, non-performance or temporary inability to perform resulting from circumstances beyond its reasonable control, including but not limited to:
• Strikes or labour disputes
• Transportation or logistics incidents
• Customs delays or blockages
• Government restrictions
• Pandemics, public health emergencies or international crises
• Natural disasters
• Technological or IT failures
• Supplier or supply chain issues
• Armed conflicts or equivalent situations
In such cases, Robust will make reasonable efforts to minimise the impact and keep the customer informed whenever possible.
16. PERSONAL DATA PROTECTION
The processing of personal data carried out by ROBUST EUROPE, S.L. shall be conducted in accordance with applicable data protection legislation, including the General Data Protection Regulation (GDPR) and any other relevant regulations.
Information regarding the purposes of processing, legal basis, data retention, disclosures, user rights and other privacy-related matters is governed by the corresponding Privacy Policy, which forms an integral part of these General Terms and Conditions.
17. INTELLECTUAL AND INDUSTRIAL PROPERTY
All content present on the Robust website, including but not limited to:
• The Robust trademark
• Logos
• Photographs
• Images
• Renderings
• Product designs
• Commercial configurations
• Videos
• Texts
• Catalogues
• Graphic elements and technical documentation
is the property of ROBUST EUROPE, S.L. or is used with the lawful authorisation of its owners and is protected by applicable intellectual and industrial property laws.
The reproduction, distribution, public communication, transformation, commercial use, or total or partial exploitation of such content is prohibited without the prior express written authorisation of Robust.
18. CUSTOMER SERVICE
Robust provides customer support channels to assist with questions, incidents or requests relating to orders, products or services.
Customer service contact details
ROBUST EUROPE, S.L. Email: info@robust-europe.com WhatsApp / Customer Service: +34 640 61 25 56
Robust will strive to provide friendly, reasonable and customer-oriented support within reasonable response times.
Online Dispute Resolution Platform (EU)
In accordance with Regulation (EU) No 524/2013, customers acting as consumers may submit any dispute arising from the purchase to the European Online Dispute Resolution Platform, available at:
https://ec.europa.eu/consumers/odr
Official complaint forms
In accordance with Decree 375/1998 of the Xunta de Galicia, Robust holds official complaint forms available to consumers. To request them, the customer may contact Robust by email at info@robust-europe.com and they will be sent within a maximum of 5 business days.
19. GOVERNING LAW AND JURISDICTION
These General Terms and Conditions of Sale shall be governed and interpreted in accordance with Spanish law.
For customers acting as consumers and end users, in accordance with Article 90.2 of the TRLGDCU, the Court or Tribunal corresponding to the consumer's domicile shall have jurisdiction to hear any dispute.
For customers acting in the course of their business or professional activity (B2B), any dispute arising from these General Terms and Conditions shall be submitted exclusively to the Courts and Tribunals of A Coruña (Spain), with express waiver of any other forum that might apply.
20. PREVAILING LANGUAGE
These General Terms and Conditions may be made available in different languages in order to facilitate the international purchasing experience.
In the event of any discrepancy, contradiction or difference of interpretation between translated versions, the version drafted in Spanish shall prevail in all cases.
ANNEX I — MODEL WITHDRAWAL FORM
(Complete and submit this form only if you wish to withdraw from the contract)
To the attention of: ROBUST EUROPE, S.L. Calle Espiño 120, 15405 Ferrol, A Coruña, Spain Email: info@robust-europe.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number: ____________________________
Ordered on: _______________________________
Received on: ______________________________
Name of consumer: _________________________
Address of consumer: ______________________
Signature of consumer (only if this form is submitted on paper)
Date: _____________________________________