General Terms and Conditions of Sale

1. General Provisions

Identification of the seller

The seller is Holistik Line Srl, with registered office at Via XXV Marzo, 19/B – 47895 Domagnano (SAN MARINO) – COE: SM22754 – Tel. 054 990 6690 – email: info@vet-line.sm

General Terms and Conditions of Sale.

The conclusion of sales contracts with Consumers is governed by Italian law and, in particular, by Legislative Decree No. 206 of 6 September 2005 (the "Consumer Code"), as most recently amended by Legislative Decree 21/2014, Legislative Decree 170/2021 and Legislative Decree 209/2025, and by Legislative Decree No. 70 of 9 April 2003 (hereinafter the "E-commerce Decree", implementing Directive 2000/31/EC on certain legal aspects of information society services in the internal market, in particular electronic commerce). As the seller is based in the Republic of San Marino, consumers resident in the European Union shall in any event benefit from the mandatory protections provided by the law of their country of residence, pursuant to Article 6 of Regulation (EC) No. 593/2008 ("Rome I").

For the purposes of the above legislation:

The Customer is the natural person who purchases the products for purposes unrelated to any commercial, business or professional activity they may carry out, or who does not provide a VAT number in the order form when making the purchase.

The customer shall hereinafter be referred to generically as the Consumer.

The contract shall be deemed concluded between Holistik Line Srl and the Consumer at the moment the Consumer receives confirmation of acceptance of the order by email, in accordance with the instructions on the website and the General Terms and Conditions of Sale set out on this website.

The terms, the general conditions of sale and all other information for the Consumer are made available on the website in a manner that allows them to be stored and reproduced.

By submitting an order to Holistik Line Srl, the Consumer acknowledges and declares that they have read all the information provided for the purchasing procedure and fully accepts these general terms and conditions of sale.

Holistik Line Srl shall not be liable for any malfunction attributable to the operator of the data transmission network.

2. Price

Product prices are inclusive of taxes, unless otherwise stated.

All prices are expressed in Euro.

The total price of the order, including delivery charges and any other costs, is always shown clearly and separately before the order is finally submitted.

3. Ordering Products

In order to make a purchase, it is necessary to register on the website. Only then may the Consumer complete and send the electronic order form to Holistik Line Srl, following the instructions on the Site and set out below.

The Consumer must place the Product in the "basket" and, having read the General Terms and Conditions, with particular reference to the delivery charges, the procedures for exercising the right of withdrawal, the legal guarantee of conformity and the personal data processing policies, must select the desired payment method and choose the "submit order" option. Submitting the order entails an obligation to pay the price indicated.

Before submitting their purchase order, the Consumer will be able to correct any data entry errors by following the relevant editing procedure on the Site. In particular, the Consumer may change the quantity of the Products they intend to purchase by adding or removing one or more Products from the "basket".

The order may be cancelled no later than 24 hours after confirmation by contacting customer service by telephone, without prejudice in any case to the right of withdrawal referred to in section 9.

Please note that for orders from abroad (Europe and outside Europe), shipping costs are not calculated automatically. Before placing an order, please contact customer service to agree the additional costs. If no such prior contact is made, customer service will inform the Consumer of the applicable shipping cost and the order will be processed only once the Consumer has accepted that cost; if it is not accepted, any sums already paid will be refunded in full.

By submitting the order, the Consumer acknowledges and declares that they have read all the information provided during the purchasing procedure and fully accepts the General Terms and Conditions, the Right of Withdrawal and the personal data processing policies.

The Consumer will be able to view and track the processing status of their order in the "Order history" area of their account.

Holistik Line Srl reserves the right to decide whether to accept orders received and will notify the Consumer of any inability to accept them within 30 days from the day following that on which the Consumer submitted the order; in the event of refusal, Holistik Line Srl will refund any sums already paid by the Consumer for the supply.

4. Payment Methods

The Consumer may pay the price of the Products and the related delivery charges via PayPal, Credit/Debit Card or by advance bank transfer.

Under no circumstances may Holistik Line Srl be held liable for any fraudulent or improper use of a credit card by third parties when paying for the products.

For payments made by advance Bank Transfer, payment must be made within three days of submitting the order. Any bank charges shall be borne by the Consumer. The products purchased will be shipped only once payment has been credited. Failure to meet the 3-day deadline will result in cancellation of the order.

5. Confirmation of Receipt of the Order

The Consumer will receive by email confirmation of receipt of the purchase order, containing a summary of the General Terms and Conditions, the main characteristics of the product ordered, its price, the amount paid, the existence of the right of withdrawal – including the time limits and procedures for returning the goods and the model withdrawal form – the conditions of the legal guarantee of conformity, the geographical address for submitting any complaints, and information on after-sales services and existing commercial guarantees.

6. Shipping and Delivery

SHIPPING

Goods are shipped by express courier. The shipping cost is charged at the end of the order confirmation procedure and is free of charge for orders to Italy with a value, VAT included, exceeding €99.00.

Deliveries will be made by express courier within 5 working days of receipt of the order (or of receipt of the payment receipt, to be sent in advance by email).

The Consumer must ensure that a person authorised to collect the goods is present at the address provided. The telephone number is shown on the parcel but, as a rule, drivers do not call and, if no one is present, simply leave a notice explaining how to collect the parcel from the depot. Important: always provide a house number or the road's kilometre marker to prevent the parcel from being held at the depot; also make sure that the name on the doorbell matches the name of the person in whose name the order was placed.

RISK IN TRANSIT AND INSPECTION OF GOODS

Pursuant to Article 63 of the Consumer Code, as regards the Consumer, the risk of loss of or damage to the Products, for reasons not attributable to the Consumer, passes to the Consumer only when they, or a third party designated by them other than the carrier, take physical possession of the Products. Until that moment, the risk remains with Holistik Line Srl.

In order to facilitate the handling of any disputes, the Consumer is advised to check the external condition of the parcels upon delivery, in the presence of the courier, and to report any anomalies by writing "accetto con riserva" (accepted with reservation) on the delivery note together with a detailed description of the problem, and to notify customer service promptly at info@vet-line.sm. This check is a helpful recommendation and is not a condition for exercising the rights granted to the Consumer by law.

PACKAGING

Packaging is included in the sale price.

7. Legal Guarantee of Conformity

All Products sold are covered by the legal guarantee of conformity provided for by Articles 128-135 of the Consumer Code. Holistik Line Srl is liable to the Consumer for any lack of conformity existing at the time of delivery of the goods which becomes apparent within two years of that time.

Unless proven otherwise, any lack of conformity that becomes apparent within one year of delivery of the goods is presumed to have existed at that date. The Consumer is not subject to any time limit for notifying the defect.

In the event of a lack of conformity, the Consumer is entitled to have the goods brought into conformity by replacement, free of charge, or to terminate the contract. To make a claim under the guarantee, the Consumer may contact customer service at info@vet-line.sm or on 054 990 6690.

The legal guarantee is separate from and independent of any voluntary commercial guarantees offered by the manufacturer or the seller.

8. Right of Withdrawal

Pursuant to Articles 52 et seq. of the Consumer Code, the Consumer has the right to withdraw from the contract, without giving any reason and without any penalty, within 14 (fourteen) calendar days from the day on which the Consumer, or a third party designated by them other than the carrier, takes physical possession of the Products.

The right of withdrawal is reserved exclusively for natural persons (Consumers) acting for purposes unrelated to their business, commercial, craft or professional activity. It therefore does not apply to legal persons or to natural persons acting in the course of such activities.

Digital withdrawal function (from 19 June 2026)

Pursuant to Article 54-bis of the Consumer Code, introduced by Legislative Decree No. 209 of 31 December 2025 implementing Directive (EU) 2023/2673, for contracts concluded from 19 June 2026 onwards the Consumer may also exercise the right of withdrawal by means of the dedicated digital function available on the Site.

Throughout the withdrawal period, the function can be accessed via the "Withdraw from contract here" link in the reserved area under "My account" and in the details of each order that is still eligible for withdrawal ("Order history" → order details), as well as directly at https://www.holistikline.com/module/sfv_rightofwithdrawal/withdrawal. It can also be used by Consumers who purchased without registering an account: in that case, it is sufficient to provide the order reference, shown in the order confirmation email, and the email address used for the purchase.

Exercising the right of withdrawal digitally involves two separate steps:

1. Completing the online form, selecting the order (or, for guest purchases, entering the order reference and the email address used), and providing first name, surname and the email address to which confirmation should be sent. The Consumer may optionally provide a telephone number, used solely for any contact relating to the withdrawal, and add a message of up to 500 characters: no reason needs to be given for the withdrawal. The form refers to the privacy notice and to these general terms and conditions of sale, without making the withdrawal subject to any consent or further formality. At this stage, nothing has yet been sent.
2. Review and confirmation: the Site generates the complete withdrawal statement — recipient, order reference and date, date of receipt of the goods, products concerned, Consumer's details, any message, date and time — and presents it to the Consumer for review. The withdrawal takes effect only upon the separate "Confirm withdrawal" command.

Following confirmation, the Site immediately displays on screen the withdrawal receipt, showing the request identification number, the order reference, the full text of the statement and the date and time of the request, and at the same time sends a copy on a durable medium, by email, to the address provided by the Consumer. The receipt remains accessible at any time via the permanent link it contains; a list of requests already submitted, with links to the corresponding receipts, also remains available on the withdrawal page.

Should the confirmation email fail to be sent for technical reasons, the Site will expressly indicate this on screen: the withdrawal is nonetheless validly exercised and recorded by Holistik Line Srl, and the receipt remains accessible on screen and via the permanent link, which the Consumer is advised to keep or print.

Only one statement may be submitted per order via the digital function, relating to the order as a whole. A Consumer who wishes to withdraw only in respect of some of the products purchased, or who needs to provide bank details for the refund, may indicate this in the message field of the online form or communicate it by email as set out in the following paragraph.

It remains possible in all cases to exercise the right of withdrawal by email, as set out in the following paragraph: the digital function is an additional method and does not replace or limit the others.

How to exercise the right of withdrawal

To exercise the right of withdrawal, the Consumer must inform Holistik Line Srl of their decision before the 14-day period expires, either by means of the digital withdrawal function described above or by an unequivocal statement sent by email to info@vet-line.sm. For this purpose, they may alternatively use the model withdrawal form set out in section 10, but this is not mandatory.

When using the digital withdrawal function, the order details are captured automatically by the Site and nothing further is required: the statement is generated, shown before confirmation and stored by Holistik Line Srl. Where payment was made by bank transfer, it is helpful to provide the details of the bank account to which the refund should be made in the message field of the form, or to send them subsequently by email.

If, instead, the notice is sent by email, it must include the order reference code and, where payment was made by bank transfer, the details of the bank account to which the refund should be made.

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

Return of the Products.

The Consumer must return the Products without undue delay and in any event within 14 days of the date on which they communicated their withdrawal. To arrange the return, the Consumer may contact customer service on 054 990 6690.

Return costs.

The direct costs of returning the Products shall be borne by the Consumer.

Liability for diminished value.

The Consumer is liable only for any diminished value of the Products resulting from handling other than what is necessary to establish their nature, characteristics and functioning. The Consumer does not lose the right of withdrawal merely by having opened the packaging or tried the product; however, an amount corresponding to any diminished value may be deducted from the refund.

Refund.

Holistik Line Srl will refund the Consumer all payments received, including standard delivery charges, without undue delay and in any event within 14 days of the day on which it was informed of the withdrawal. The refund will be made using the same means of payment used by the Consumer, unless otherwise agreed. Holistik Line Srl may withhold the refund until it has received the Products back or until the Consumer has supplied evidence of having sent them, whichever is the earlier.

Exclusions from the right of withdrawal.

Pursuant to Article 59 of the Consumer Code, the right of withdrawal is excluded, among other things, for the supply of goods which are liable to deteriorate or expire rapidly and for 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.

Cancellation of the order.

The order may be cancelled in full, at no cost, if at the time of the request the shipment is still being prepared. If, however, the product has already been handed over to the courier, the Consumer may exercise the right of withdrawal as described above.

9. Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract)

To: Holistik Line Srl, Via XXV Marzo, 19/B – 47895 Domagnano (San Marino) – email: info@vet-line.sm

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):

• Ordered on (*) / received on (*): ______________
• Order code/number: ______________
• Name of consumer(s): ______________
• Address of consumer(s): ______________
• Date: ______________
• Signature of consumer(s) (only if this form is notified on paper): ______________

(*) Delete as appropriate.

10. Complaints and Dispute Resolution

For any complaint, the Consumer may contact customer service by writing to info@vet-line.sm or to the postal address given in section 12.

Please note that the European Online Dispute Resolution (ODR) platform was discontinued with effect from 20 July 2025, following the repeal of Regulation (EU) No. 524/2013 by Regulation (EU) 2024/3228, and is therefore no longer available.

Holistik Line Srl is not a member of any alternative dispute resolution (ADR) body.

11. Jurisdiction and Governing Law

For contracts concluded with Consumers, pursuant to Article 66-bis of the Consumer Code, the court of the place of the Consumer's residence or domicile shall have exclusive jurisdiction over disputes, if located within the territory of the Italian State; in any event, the mandatory consumer protection provisions of the law of the Consumer's country of residence in the European Union shall continue to apply.

For contracts concluded with parties other than Consumers (legal persons and natural persons acting in the course of their business, commercial, craft or professional activity), any dispute concerning the application, performance, interpretation and breach of this contract shall be subject to the jurisdiction of San Marino and the competence of its courts.

Holistik Line Srl, owner of this website, does not enter into contracts with persons under the age of 18.

12. Errors

The Product information provided on the Site is constantly updated. However, it is not possible to guarantee that it is entirely free from errors.

Holistik Line Srl reserves the right to correct errors, inaccuracies or omissions even after an order has been submitted, and to change or update information at any time without prior notice. Should an error relating to price or availability concern a Product that has already been ordered, Holistik Line Srl will promptly inform the Consumer, who may choose to confirm the order at the correct price or to cancel it with a full refund of any amount already paid.

13. Contact

For further information or complaints, please write to the following email address: info@vet-line.sm, or to the address below:

14. Third-Party Liability

Holistik Line Srl is in no way liable for the actions of third parties who, as independent service providers, are involved in handling or carrying out payment transactions, delivery of goods and any other operation relating to the performance of contracts concluded on this website. This is without prejudice in any case to Holistik Line Srl's liability towards the Consumer for the legal guarantee of conformity and for risk in transit, as provided for in sections 7 and 8.

Last updated 21/08/2026 – Document version 2.2