Terms of Service

Last updated: 4 October 2026

These terms cover purchases from The Paw Room at getthepawroom.com. Please read them before you order; you accept them when you place an order. Questions: hello@getthepawroom.com.

Who we are

The Paw Room
Rua dos Moinhos 33, 2745-041 Lisbon, Portugal
NIF (tax number): 297037919
Email: hello@getthepawroom.com

The store

We sell pet products online to customers in the US and Europe, including printable digital downloads (PDF files) that are delivered by download link and never shipped. Orders are packed and shipped by our fulfilment partners, some of whom are outside the EU. See our Shipping page for dispatch and delivery times.

Orders and prices

Prices are shown in euros (EUR) and include VAT and delivery to the US and Europe. International cards are charged in your card currency at your bank’s rate. The order total is shown before you pay, and you place the order by pressing Place order and pay. We confirm by email when we accept your order. We may cancel and fully refund an order if an item is unavailable, clearly mispriced, or cannot be shipped to your address.

Payment

Payments are processed securely by Stripe. We never see or store your full card number.

Shipping

Delivery rules are on the Shipping page. Delivery estimates are not guarantees — customs and carriers can add time. Please make sure your address is correct. Outside the EU, your country may add import charges on delivery.

Right of withdrawal and returns

If you are a consumer in the EU, you have the legal right to cancel your order within 14 days of delivery without giving a reason. We extend this to 30 days for all customers. How to cancel, refunds, return costs and the model withdrawal form are on our Returns page. Digital downloads are different: when you ask for immediate delivery at checkout and the download starts, the right to cancel no longer applies. See Digital downloads.

Legal guarantee

All products come with the 3-year legal guarantee of conformity under Portuguese law (Decreto-Lei 84/2021). If an item is faulty or not as described, you are entitled to repair or replacement free of charge and, where that is not possible, a price reduction or refund. See Returns.

Product information

We aim for accurate descriptions and photos. Colours can look slightly different on screen. Pets are individuals — a product that suits one animal may not suit another. Follow the safety guidance on labels and stop using a product if it looks unsafe.

Accounts and acceptable use

If you create an account, keep your login private. Do not misuse the site (fraud, abuse of coupons, attacks on the site, or illegal activity). We may refuse or cancel orders that look fraudulent.

Liability

Nothing in these terms limits your rights under mandatory consumer law. Beyond those rights, and as far as the law allows, we are not liable for indirect losses.

Complaints and disputes

Please contact us first at hello@getthepawroom.com — we reply by email. You can also file a complaint in the Livro de Reclamações Eletrónico.

If we cannot resolve a dispute, you can turn to an alternative dispute resolution entity: CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (www.cniacc.pt) or the Centro de Arbitragem de Conflitos de Consumo de Lisboa (www.centroarbitragemlisboa.pt). More information is on the Portal do Consumidor (www.consumidor.gov.pt).

Privacy

How we handle personal data is described in our Privacy Policy.

Governing law

These terms are governed by the laws of Portugal. This does not take away any mandatory consumer protection of the country where you live.

Changes

We may update these terms. The version in force when you place an order applies to that order.