Terms and conditions of sale

These terms govern the purchase of products from the ‘Mimoprado’ online shop, owned by [RAZÓN SOCIAL], with tax identification number (NIF) [NIF] and registered address at [DOMICILIO]. For any query about your order you can write to us at [EMAIL] or call us on [TELÉFONO].

They apply to purchases made by consumers of legal age for delivery to the destinations listed on the Shipping and returns page. By confirming an order you declare that you have read these terms and accept them. Sales to shops, animal shelters and other trade customers are agreed by quotation and may have terms of their own.

The version applicable to each purchase is the one published at the time the order is placed. Nothing in these terms limits the rights granted to you by the consolidated text of the Spanish General Act for the Protection of Consumers and Users (Royal Legislative Decree 1/2007) or by any other consumer legislation.

We sell hay and alfalfa grown by our family on the banks of the river Ebro, intended as feed for rabbits, guinea pigs, chinchillas, degus and other small herbivores, in 5 or 10 kg boxes that are made to order. The weight stated is the approximate net weight at the time of packing.

Hay is a natural product, not an industrial one. Its colour, aroma, stalk thickness, proportion of leaf and strand length vary from one cut to the next, from one field to another and according to the time of year; it may also contain the odd wild flower or meadow herb. These variations are normal and do not constitute a defect. The photographs on the website are for guidance only.

To keep it in good condition, store it in its own box in a dry, cool, well-ventilated place out of direct sunlight, and never in airtight plastic bags or containers. Properly stored, it stays in perfect condition for months. If your animal has special needs, please discuss its diet with your vet.

Prices are shown in euros and include VAT and delivery to mainland Spain. For the Balearic Islands, Portugal and other countries of the European Union a transport supplement is added, which is shown before you pay. The applicable price is the one in force when you confirm the order; if we were to detect an obvious pricing error, we would let you know and you could cancel the order at no cost whatsoever.

You can pay by credit or debit card through Stripe’s secure gateway — we never see or store your card details — or by bank transfer or Bizum. In the latter case you will receive instructions by e-mail and we will prepare your order as soon as we receive the amount; if we do not receive it within 7 calendar days, we may cancel the order.

With every order we send you proof of purchase and, if you need one, the corresponding invoice.

To buy, you simply choose your box or subscription, add it to the basket, enter your contact and delivery details, choose the payment method and confirm the order with an obligation to pay. There is no need to create an account. Before confirming, you will see a summary showing the products, the total price and the delivery charges, and you will be able to correct any details.

Once the order has been placed, we will send you a confirmation e-mail with its number, its contents and these terms. The contract is concluded at that moment. We file the electronic record of the order, and you can ask us for a copy whenever you like.

The contract may be concluded in Spanish, English, French or German. If, exceptionally, we were unable to fulfil your order because we had no hay of the quality we demand, we would let you know immediately and refund without delay whatever you had paid.

We prepare each box within 24–48 working hours of payment being confirmed, and the carrier delivers within 24–72 hours in mainland Spain; for other destinations transit takes somewhat longer. These times are estimates and, in any event, delivery will take place within 30 calendar days at the latest.

Destinations, costs, tracking and delivery problems are set out in detail on the Shipping and returns page, which forms part of these terms. The risk of loss of or damage to the product is ours until you receive it.

Subscribing is optional. You choose the box and the delivery frequency (every 4, 6, 8 or 12 weeks) and you get the discount shown on the website on every delivery. The amount for each delivery is charged when we prepare it, using the payment method you have chosen; we do not charge fees in advance or for periods in which you receive no hay.

There is no minimum term and no penalty of any kind. You can change your box or frequency, skip a delivery, pause or cancel the subscription at any time and at no cost by writing to us at [EMAIL]. We notify you by e-mail before each delivery; any changes you tell us about before we start preparing the box apply to that same delivery.

If we change the price of a subscription, we will give you at least 30 days’ notice so that you can cancel it if it no longer suits you. The 14-day withdrawal period runs from the day you receive the first delivery, and every delivery is covered by the same guarantees as an ordinary order.

You have the right to withdraw from your purchase within 14 calendar days of the day on which you, or the person you have named, receive the order, without giving any reason and without penalty. To exercise it, inform us of your decision by an unequivocal statement before the period expires, writing to [EMAIL] or by post to [DOMICILIO]. You may use the model form at the end of this section, but it is not obligatory.

You must send the product back to us at [DOMICILIO] without undue delay and no later than 14 calendar days after you inform us of your withdrawal, bearing the direct cost of returning it. We will reimburse all payments received, including standard delivery charges, using the same means of payment and no later than 14 calendar days after your notification, although we may withhold the refund until we have received the product or evidence that it has been sent back. You are only liable for any loss in value resulting from handling other than what is necessary to establish the nature and characteristics of the hay.

Model withdrawal form. To [RAZÓN SOCIAL], [DOMICILIO], [EMAIL]: I hereby give notice that I withdraw from my contract of sale of the following goods: (state product and order number). Order received on: (date). Name and address of consumer: (details). Date and signature of consumer (a signature is only required if this form is submitted on paper).

All our products are covered by the legal guarantee of conformity for three years from delivery, under Articles 114 et seq. of Royal Legislative Decree 1/2007. If the hay is not as described — for example, if it arrives damp, mouldy or clearly below the stated weight — write to us at [EMAIL] with photos and your order number and, as you prefer, we will send you a new box or refund your money, at no cost whatsoever to you.

As this is a natural, perishable product, conformity is assessed in the light of its nature, its reasonable shelf life and whether the storage advice has been followed. The natural variations described in section 2 and deterioration caused by unsuitable storage are not a lack of conformity.

In addition, we offer you our commercial happy-nose guarantee free of charge: if your animal does not tuck into the hay with gusto, write to us within 30 days of delivery and we will refund the price of that box, with no need to return the hay. It applies once per customer and per variety of hay, and it is additional to your statutory rights, which it neither replaces nor limits.

If something has not gone well, tell us at [EMAIL] or on [TELÉFONO]: we answer in person and undertake to reply as soon as possible and, in any event, within one month at the latest. Official complaint forms (hojas de reclamaciones) are available to you; you can request them by the same means.

If you are not satisfied with our reply, you may turn to the Municipal Consumer Information Office (OMIC) in your town, to the relevant Consumer Arbitration Board (Junta Arbitral de Consumo) or, if you live in another European Union country, to the European Consumer Centre in your country. The European Online Dispute Resolution (ODR) platform ceased to operate on 20 July 2025, so complaints can no longer be submitted through it.

These terms are governed by Spanish law. As a consumer, you may bring proceedings before the courts of your place of residence, and you retain in all cases the protection of the mandatory rules of the country in which you live. If any clause were declared void, the remaining clauses would continue to be valid.