Returns & Refunds

Returns & Refunds

14-day withdrawal right

If you are a consumer in Spain, the European Union, or another territory where this right applies, you generally have 14 calendar days from delivery to tell us that you wish to withdraw from an online purchase, without giving a reason.

To start a return, email pawprintlegacy3@gmail.com with your name, order number, the product you wish to return, and a clear statement that you wish to withdraw from the purchase.

Return condition and shipping

You should keep the product in suitable condition. You are responsible only for any loss in value caused by handling beyond what is necessary to establish the nature and characteristics of the goods. Unless we state otherwise for a specific case, direct return-shipping costs for a change-of-mind return are paid by the customer.

Personalized products

The statutory withdrawal right may not apply to goods made to the consumer's specifications or clearly personalized. This does not affect your rights if the product is defective, damaged, incorrect or otherwise not in conformity with the order.

Damaged, defective or incorrect items

If an item arrives damaged, defective, incorrect or materially different from its description, contact us with your order number and, where useful, photographs. We will provide the remedy required by applicable consumer law.

Refund timing

Where a refund is due after withdrawal, we will process it within the applicable legal timeframe. Where permitted by law, we may wait until we receive the returned goods or evidence that they were sent back. Refunds are normally made to the original payment method unless another lawful method is agreed.

Original delivery charges

Where required by law, the standard outbound delivery cost will be refunded. Extra costs resulting from choosing a more expensive delivery method than the standard option may not be refundable.

Legal guarantee

Nothing in this policy limits mandatory legal guarantee rights for consumers. If goods lack conformity, remedies may include repair, replacement, price reduction or termination of the contract where legally available.