Terms of service

Last updated: 3 November 2026.

1. Seller identification

Pawsoleil is operated by Hugo Silva, sole trader registered in Portugal (CAE 47125), NIF (tax no.) 253850819, address Bandonagens S/N, 3680-280 São Vicente de Lafões, Portugal, email suporte@pawsoleil.com.

2. Scope

These terms apply to sales made on pawsoleil.com and on the marketplaces where Pawsoleil sells to consumers. By placing an order, the customer accepts these terms.

3. Products and prices

  • The main characteristics of each product are shown on its product page. Images are for illustration only.
  • Prices are in euros. VAT – exemption scheme, Art. 53 of the Portuguese VAT Code (CIVA) (no VAT is charged). Free shipping from €99 to all 27 EU countries; under €99, flat €9,90 shipping, shown before payment.
  • Products are supplied and shipped by logistics partners with warehouses in the EU. This does not change the seller's responsibility towards the customer.

4. Order and contract

The contract is concluded when we send the order confirmation email. We may refuse or cancel an order (with a full refund) in the event of lack of stock, an obvious pricing error or suspected fraud.

5. Payment

Methods: credit/debit card, PayPal and other methods available at checkout, processed by Shopify Payments/PayPal. The order is processed once payment is confirmed.

6. Delivery

As set out in the Shipping Policy. Unless otherwise agreed, delivery takes place within a maximum of 30 days. Risk passes to the customer on receipt.

7. Right of withdrawal

Ready-made items in our current catalogue: you have 14 days from delivery to withdraw from the contract without giving any reason, as set out in the Returns Policy (Directive 2011/83/EU, Art. 9; DL 24/2014, art. 10). To withdraw, email suporte@pawsoleil.com with your order number (you may use the EU model withdrawal form, but it is not required). Send the item back within 14 days of telling us. We refund the price paid within 14 days of receiving your withdrawal, and may wait until we receive the item or proof of return. Return shipping for change of mind is at your cost; it is on us if the item is defective, damaged or wrong. Orders can be cancelled free of charge until they are dispatched.

Personalised / made-to-order products (coming soon). These are not currently on sale. When they become available, they will be clearly labelled and the right of withdrawal will not apply where goods are made to your specifications or clearly personalised (Art. 16(c) Directive 2011/83/EU; DL 24/2014, art. 17(1)(c)), with free cancellation until production starts and full cover for defects or our error.

8. Legal guarantee of conformity

Goods are covered by a 3-year legal guarantee of conformity (Decree-Law 84/2021, new goods), without prejudice to other legal rights.

9. Liability

We are not liable for delays due to force majeure. Nothing in these terms limits the consumer's mandatory rights.

10. Personal data

See the Privacy Policy.

11. Complaints and dispute resolution

  • Contact: suporte@pawsoleil.com.
  • Electronic Complaints Book (Livro de Reclamações Eletrónico): www.livroreclamacoes.pt.
  • In the event of a dispute, the consumer may turn to an Alternative Dispute Resolution body: CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (https://www.cniacc.pt). More information at www.consumidor.gov.pt.

12. Applicable law

Portuguese law, without prejudice to the mandatory rules of the consumer's country of residence.