At Paws&Pours, we strive to ensure that your shopping experience is safe and satisfying. If you are not satisfied with your order, you may request a return in accordance with current Spanish law.
This policy is based on Royal Legislative Decree 1/2007, which approves the consolidated text of the General Law for the Protection of Consumers and Users, and on the provisions relating to e-commerce.
1. Right of withdrawal (14 days)
Under Spanish law, customers have 14 calendar days from the date of receipt of the order to exercise their right of withdrawal, without having to provide a reason for their decision.
To exercise this right, the product must meet the conditions specified in the following section.
2. Return Policy
Returned items must:
- Must be in perfect condition, unused, and unwashed.
- Keep all original labels, packaging, and accessories.
- Must be free of stains, odors, damage, or signs of use.
- In the case of defective products, these must be reported within the timeframe specified below.
Exceptions under the regulations (returns are not accepted):
- Products that are customized or made to the consumer’s specifications (Art. 103.c).
- Hygiene products or items that, for health reasons, cannot be returned once the seal has been broken (Art. 103.e), such as intimate apparel.
- Pet accessories that come into direct contact with the pet once opened.
3. Procedure for requesting a refund
To process a return, the customer must:
- Email info@pawsandpours.es or use the contact form on the website.
- Please provide the order number, the items to be returned, and the reason (optional).
- Follow the instructions provided by the customer service team.
4. Return shipping costs
The customer is responsible for the direct costs of the return, as permitted by law, unless the product is defective or was shipped in error.
In the event of an error or defect, Paws&Pours will cover the costs and send a return label or return instructions at no charge.
5. Refunds
Once the merchandise has been received and its condition verified:
- We will process the refund using the same payment method you used.
- The refund will be issued within 14 calendar days, as required by law.
- In accordance with the regulations, we may withhold the refund until we receive the goods or proof that they have been returned.
- The initial shipping costs for the order are non-refundable, except for returns due to defects or errors.
6. Changes
Exchanges for a different size, color, or product are handled as follows:
- Return + new order, or
- Direct exchange, if the store offers it and the item is in stock.
- In the event of a shipping error, the exchange or replacement will be provided at no additional cost.
7. Defective products or errors in the order
If the customer receives a defective, damaged, or incorrect item, they must contact us within 48–72 hours of receipt.
We will request photos or videos to verify the incident.
Once the defect or error has been confirmed:
The replacement will be processed,
Or a full refund,
At no cost to the customer, in accordance with Articles 118–120 of the General Law on Consumers and Users.