Warranty & Defective Goods Policy
- Scope
This policy explains how we handle claims for defective, damaged, wrong, or non-conforming goods. It is intended to work alongside, and not reduce, your statutory rights under applicable consumer law.
- Your statutory rights
If a product is not in conformity with the contract, you may have statutory remedies including repair, replacement, price reduction, or termination of the contract, depending on the circumstances and applicable law.
For new consumer goods sold by us, the seller is generally responsible for lack of conformity that appears within the legally applicable period from delivery. Where Portuguese law applies to the sale, that period is generally three years from delivery for new goods.
- When to contact us
Please contact us as soon as reasonably possible after discovering a problem, and include enough detail for us to assess the issue fairly and efficiently.
We may request reasonably necessary information, such as your order number, a description of the issue, photographs of the product and packaging, and any label, batch, or carrier information reasonably needed to verify the claim.
- How to submit a claim
Send your claim to support@pawsandpistonsmc.com with the subject line: Warranty Claim / Order your order number.
Please include:
- your full name and order number;
- the item concerned;
- the date of delivery or approximate delivery date;
- a description of the issue;
- clear photographs where the issue is visible; and
- any other information reasonably requested to assess the claim.
- Initial handling of claims
We will review the information provided and may ask follow-up questions where reasonably necessary.
We may first propose troubleshooting or verification steps where the issue may be resolvable without returning the product, provided that doing so does not deprive you of your statutory rights or impose unfair inconvenience.
- Available remedies
Where a valid lack-of-conformity claim exists, the available remedy will be determined under applicable law and the circumstances of the case. This may include repair, replacement, a proportionate price reduction, or termination of the contract.
Where the law gives the consumer a choice between repair and replacement, we will honour that choice unless the selected remedy is impossible or would impose disproportionate costs compared with the alternative remedy under the applicable legal standard.
- Practical handling for print-on-demand and limited-stock items
Because some products are printed or produced on demand, an identical reprint or replacement may occasionally be impossible due to discontinued blanks, supply interruptions, or fulfilment changes.
If a like-for-like replacement is impossible or disproportionate, we may offer the nearest equivalent remedy allowed by law, including an alternative item, price reduction, or refund/contract termination where legally appropriate.
- Return costs and logistics for valid defect claims
Where the claim is valid and return of the goods is necessary, the reasonable cost of return, collection, repair, replacement shipping, and any necessary removal/reinstallation steps required by law will be borne by us.
You should not send back a product for a defect claim until we confirm the return procedure, unless immediate return is reasonably necessary to preserve evidence or avoid further damage.
- Items damaged in transit
If your order arrives visibly damaged, please take photographs of the outer packaging and the product as soon as possible and notify us promptly. This helps preserve carrier evidence but does not limit your rights if notice is given later within the legal timeframe.
- 30-day early rejection where applicable
Where applicable law gives you an early right to request immediate replacement or termination of the contract because the lack of conformity manifested shortly after delivery, that right remains available notwithstanding anything else in this policy.
- Exclusions
This policy does not cover issues caused exclusively by ordinary wear and tear, accidental damage after delivery, misuse, failure to follow care instructions, improper storage, modifications not made by us or our authorised partners, or any cause not attributable to lack of conformity at delivery or during the relevant liability period.
We may reject claims that are fraudulent, abusive, unsupported after a reasonable request for evidence, or clearly outside the scope of statutory protection. Any such rejection will not prejudice your right to challenge our position through ADR or the courts.
- Additional commercial promises
Unless we expressly publish a separate commercial guarantee in writing, we do not offer any commercial warranty beyond the rights required by law.
- Contact
For all defect, warranty, or conformity issues, contact support@pawsandpistonsmc.com.