Terms and conditions of sale

This English version is provided for convenience. In case of any discrepancy, the Portuguese version prevails.

Last updated: 6 October 2026

1. Seller

This online shop is operated by 4 Rumos, Sociedade Unipessoal, Lda, tax number (NIPC) 507859642, registered office at Rua Teixeira Gomes, Lt 18 cv/B, 8600-587 Lagos, Portugal, which also runs the MyFriend pet shop in Lagos. Share capital: €30,000. Registered with the Commercial Registry of Lagos under number 507859642.

Contact: geral@naturaldogbarf.pt · 960 450 904 (call to a Portuguese mobile network).

2. Scope

These terms apply to purchases made by consumers on naturaldogbarf.pt. By placing an order, the customer confirms having read and accepted these terms and the Privacy policy.

3. Products

The characteristics of each product, including ingredients and pack size, are shown on its page. Photos are for illustration and may not exactly match the pack delivered. BARF products are raw frozen dog food and must be kept frozen until use and thawed in the fridge.

4. Prices

Prices are in euros and include VAT at the applicable rate. Shipping costs, if any, are shown in the cart before the order is confirmed. In the event of an obvious pricing error, we inform the customer before dispatch and the customer may cancel the order free of charge.

5. Orders

The order is placed when the customer confirms payment at the end of checkout; we then send a summary by email. If a product becomes unavailable after the order, we inform the customer and refund the amount paid for that product within 30 days at the latest.

6. BARF box rules

Online sale of frozen products (BARF). Frozen BARF products are sold online in complete boxes of 12 or 18 kg (or multiples of 6 kg from 12 kg), flavours may be mixed, and are delivered to your door in mainland Portugal. Frozen orders are dispatched on Mondays, Tuesdays and Wednesdays so they are delivered before the weekend. Smaller quantities can be bought directly at the MyFriend shop in Lagos. If, for any reason, an order that does not make up a complete box is accepted, we will contact the customer before shipping to complete it; if this is not possible, the order is cancelled and the amount paid is refunded in full, using the same payment method, within 14 days at the latest.

7. Payment

We accept MB WAY and Multibanco reference, processed by ifthenpay. Multibanco references are valid for 3 days; orders not paid within that period are cancelled. The invoice is issued in the customer's name (with tax number, if given) and sent by email. No surcharge applies to any payment method.

8. Delivery

• We deliver to mainland Portugal through DPD. We do not ship to the Azores or Madeira.
• Delivery takes 1 to 2 working days (24 to 48 hours) after payment is confirmed. The customer receives the tracking number by email.
• BARF orders ship free of charge. Shipping costs for other products, if any, are shown in the cart.
• On delivery, the customer must put the frozen products in the freezer immediately and check the condition of the box. If the box arrives damaged or the products are thawed, the customer should refuse delivery or contact us the same day, with photos.
• Frozen products are dispatched on Mondays, Tuesdays and Wednesdays so that they are delivered before the weekend. The delivery time stated runs from the day of dispatch.

9. Collection at the shop

The customer may choose to collect the order free of charge at the MyFriend shop, Rua Teixeira Gomes, Lt 18 cv/B, 8600-587 Lagos, during opening hours, as soon as payment is confirmed.

10. Right of withdrawal

The customer may withdraw from the purchase within 14 days of receiving the products, without giving a reason, by informing us through any clear statement (for example, by email to geral@naturaldogbarf.pt) or by using the withdrawal form. We refund all payments received, including standard delivery costs, within 14 days of that statement, and may withhold the refund until we receive the products back. The cost of returning the products is borne by the customer.

Under Article 17 of Decree-Law no. 24/2014, the right of withdrawal does not apply to:

• goods that are liable to deteriorate or expire rapidly, such as frozen BARF products;
• sealed goods that are not suitable for return for health protection or hygiene reasons and were unsealed after delivery, such as opened packs of dry food or snacks.

11. Conformity and guarantee

Products are covered by the legal guarantee of conformity under Decree-Law no. 84/2021. Food products have a use-by or best-before date on the pack. If you receive a faulty, expired or wrong product, contact us with the order number and photos.

12. Complaints and dispute resolution

Customers may complain directly to geral@naturaldogbarf.pt or through the Electronic Complaints Book.

In the event of a consumer dispute, the customer may refer it to the Algarve Consumer Conflict Information, Mediation and Arbitration Centre (CIMAAL), Avenida 5 de Outubro, n.º 55, R/C Dto., 8000-075 Faro, Portugal, +351 289 823 135, info@consumoalgarve.pt, www.consumoalgarve.pt. More information on the Consumer Portal, www.consumidor.gov.pt.

13. Personal data

Personal data processing is described in the Privacy policy.

14. Governing law

These terms are governed by Portuguese law, without prejudice to the mandatory consumer protection rules of the customer's country of habitual residence.

15. Changes

We may change these terms. Each order is governed by the version in force on the date it is placed.