Returns
Changed your mind? You have 30 days from delivery to send it back — longer than the 14 days EU law requires. Digital downloads have their own rules, explained under Digital downloads.
Right of withdrawal
If you are a consumer in the EU, you can cancel your order without giving any reason. The law gives you 14 days; we extend this to 30 days from the day you, or someone you name (other than the carrier), receive the goods. If your order arrives in several parcels, the period starts when the last one arrives.
To cancel, tell us clearly before the period ends: email hello@getthepawroom.com with your order number, or send the model withdrawal form below. You do not have to use the form.
What happens after you cancel
- We refund everything you paid for the order, including the standard delivery cost, within 14 days of receiving your cancellation.
- The refund goes to the payment method you used, at no charge to you.
- We may hold the refund until the item is back with us, or until you send proof that you have posted it — whichever happens first.
- Send the item back within 14 days of telling us you are cancelling. We reply with the return address.
- You pay the direct cost of sending the item back, unless it is faulty or not what you ordered.
- You can handle the item as you would in a shop to check it. You are only responsible for loss of value caused by handling it more than that (for example, heavy use or damage). The original packaging helps protect the item on the way back, but it is not a condition for a refund.
Digital downloads
Printable products (PDF files) are delivered as a download link straight after payment. Nothing is shipped. At checkout you ask us to deliver the files right away and confirm that you lose your right to cancel once the download starts. From that moment, the 14-day legal cancellation right and our 30-day return window do not apply to digital downloads.
If a file is faulty, won’t open, or isn’t what the product page describes, email hello@getthepawroom.com with your order number. We fix the file, send a new copy, or refund you.
The same 30-day return window applies wherever you live. Email hello@getthepawroom.com with your order number and we reply with the return steps.
Faulty or wrong items — legal guarantee
Everything we sell comes with the legal guarantee of conformity: 2 years from delivery (Portugal, Decreto-Lei 84/2021). If an item is faulty, does not match its description, or is not what you ordered, we repair or replace it free of charge. If that is not possible or takes too long, you can choose a price reduction or a full refund.
If a fault appears within 30 days of delivery, you can ask straight away for a replacement or a full refund.
Email hello@getthepawroom.com with your order number and a photo of the problem. For faulty or wrong items we cover the return shipping with a prepaid label.
Refunds
Refunds go to the original payment method. Your bank may take a few extra days to show the money in your account.
Model withdrawal form
Complete and return this form only if you wish to cancel your order. You can also simply email us.
To: The Paw Room, Rua dos Moinhos 33, 2745-041 Lisbon, Portugal — hello@getthepawroom.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: ____________________
Ordered on (*) / received on (*): ____________________
Order number: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is sent on paper): ____________________
Date: ____________________
(*) Delete as appropriate.
Complaints
If something goes wrong, write to us first — most problems are solved by email. You can also use the Livro de Reclamações Eletrónico, or an alternative dispute resolution entity (see Complaints and disputes in our Terms).