Refund policy

Last updated: 30 October 2026

Pawsoleil currently sells ready-made products shipped from EU warehouses. You have a full 14-day right of withdrawal under EU consumer law. Personalised / made-to-order items are not on sale yet (see section 8).

1. 14-day right of withdrawal (ready-made)

As a consumer in the EU/EEA, you may withdraw from the contract within 14 days of receiving the goods, without giving a reason (Directive 2011/83/EU, Art. 9; Portuguese DL 24/2014, art. 10).

  • The period starts the day after you (or a person you designate) receive the last item in the order.
  • To withdraw, email suporte@pawsoleil.com with your order number and a clear statement that you wish to withdraw (a simple sentence is enough). You may also use the model withdrawal form at the end of this policy.
  • We will confirm receipt of your withdrawal by email.

2. How to return

  1. Contact us first — do not send anything back until we reply with return instructions and the return address (which may be a partner warehouse).
  2. Return the item(s) within 14 days of telling us you withdraw, in the same condition you received them (unused, undamaged, with original packaging and tags where reasonably possible).
  3. Keep proof of postage.

Return shipping for change of mind: you pay the return postage, unless we told you otherwise before purchase or the return is our fault (see section 4).
We pay return shipping when the item is defective, damaged in transit, wrong, or non-conforming.

3. Refunds after withdrawal

  • We refund the price paid for the returned goods, including the original outbound shipping (except extra costs if you chose a more expensive delivery option than our free standard shipping).
  • Refunds go to the original payment method, at no cost to you, within 14 days of the day we receive your withdrawal notice. We may withhold the refund until we receive the returned goods or evidence that you have sent them back.
  • We may deduct an amount reflecting any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

4. Defects, non-conformity or our error

If your item is defective, damaged in transit, not as described, or wrong because of our error, we will repair, replace or refund you — your choice where the law allows. All costs, including return shipping (prepaid label where available), are paid by us.
Please contact suporte@pawsoleil.com with your order number and photos, ideally within 48 hours of delivery. This does not limit your legal rights. Do not send anything back until we reply.

5. Free cancellation before dispatch

You can cancel free of charge until the order has been dispatched. Once it has shipped, use the 14-day withdrawal right above (or section 4 if there is a problem).

6. Legal guarantee

The legal guarantee of conformity applies: 3 years for new goods under Portuguese law (DL 84/2021), and at least 2 years elsewhere in the EU. It covers defects and non-conformity present at delivery. It is separate from, and in addition to, the 14-day withdrawal right.

7. Marketplaces

This policy applies together with the marketplace's conditions. The terms more favourable to the consumer prevail.

8. Personalised / made to order (Coming soon)

Personalised or made-to-order products are not currently on sale. When they become available:

  • they will be clearly labelled on the product page and at checkout;
  • the 14-day right of withdrawal will not apply where the goods are made to your specifications or clearly personalised (Directive 2011/83/EU, Art. 16(c); DL 24/2014, art. 17(1)(c));
  • free cancellation until production starts, and full cover for defects or our error, will be set out in a dedicated section of this policy.

Until then, every item in our catalogue is ready-made and covered by sections 1–7.

9. Contact

Hugo Silva (Pawsoleil), NIF 253850819, Bandonagens S/N, 3680-280 São Vicente de Lafões, Portugal · suporte@pawsoleil.com
Hours: Monday to Friday, 9am–6pm (Lisbon time), reply within 24 business hours.

Model withdrawal form

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

To: Pawsoleil / Hugo Silva, Bandonagens S/N, 3680-280 São Vicente de Lafões, Portugal · suporte@pawsoleil.com

I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*):
Ordered on(*) / received on(*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.