Refund policy
- Scope
This policy applies to consumer purchases made through https://www.pawsandpistonsmc.com. It does not limit any mandatory rights you have under applicable law.
- Your legal right to withdraw
If you are a consumer, you generally have the right to withdraw from your purchase within 14 days without giving any reason.
For goods, the withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods.
If your order consists of multiple goods delivered separately, the period expires 14 days after receipt of the last item, lot, or component, as applicable.
- How to exercise withdrawal
To exercise your right of withdrawal, you must notify us of your decision by a clear statement before the withdrawal period expires. You may use the model withdrawal form below, but you do not have to.
Send withdrawal notices to: support@pawsandpistonsmc.com and/or by post to Travessa do Vale de Caminhos 54, 4605-138 Mancelos, Amarante, Porto, Portugal.
Please include, where possible: your order number, full name, delivery address, the item(s) concerned, and a clear statement that you wish to withdraw from the contract.
- Model withdrawal form
To: Paws&PistonsMC™ / André Guilherme Graça dos Santos, Travessa do Vale de Caminhos 54, 4605-138 Mancelos, Amarante, Porto, Portugal, support@pawsandpistonsmc.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ________________________________
Ordered on / received on: ________________________________
Name of consumer: ________________________________
Address of consumer: ________________________________
Signature of consumer (only if on paper): ________________________________
Date: ________________________________
- Returning the goods after withdrawal
Unless we expressly offer to collect the goods, you must send back or hand over the goods without undue delay and, in any event, no later than 14 days after you communicate your decision to withdraw.
The deadline is met if you send back the goods before the 14-day period has expired.
Return address: Travessa do Vale de Caminhos 54, 4605-138 Mancelos, Amarante, Porto, Portugal.
- Return-shipping costs for change-of-mind returns
You are responsible for the direct cost of returning goods in the event of withdrawal, unless we expressly agreed to bear that cost or failed to inform you in advance that you would have to pay it.
- Refund timing and method
We will reimburse all payments received from you, including the original standard delivery charges associated with the withdrawn goods, without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw.
We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest, unless we offered to collect the goods.
We will make the reimbursement using the same means of payment that you used for the initial transaction unless you have expressly agreed otherwise and provided that you do not incur any fee as a result.
We are not required to reimburse supplementary delivery charges if you chose a delivery method more expensive than the least expensive standard delivery method offered by us.
- Condition of returned goods and diminished value
You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
We recommend that returned items be sent back unused, with tags attached where applicable, and with original packaging where reasonably possible. However, the existence of original packaging is not, by itself, a legal condition for valid withdrawal.
- Items excluded from the legal right of withdrawal
The legal right of withdrawal does not apply, unless the law requires otherwise, to goods made to your specifications or clearly personalised.
The exclusion applies only where the item is genuinely customer-specific or clearly personalised. It does not apply merely because a standard catalogue item is manufactured or printed after the order is placed.
Examples of products that may be excluded where applicable: custom pet portrait items, custom-name or custom-text items, bespoke artwork, and any other item expressly identified on the product page as made to the customer’s specifications or clearly personalised.
- Defective, damaged, wrong, or non-conforming goods
This policy does not replace your statutory rights if the goods are defective, damaged, misdescribed, incorrect, or otherwise non-conforming. In those cases, please contact us promptly under our Warranty & Defective Goods Policy.
- Refused deliveries, unclaimed parcels, and returns caused by customer error
If a parcel is returned because the delivery address was incorrect or incomplete, the parcel was refused without legal justification, customs charges were not paid by the customer where applicable, or the parcel remained unclaimed, we may deduct the direct cost of the failed shipment and any direct return-to-sender cost from any discretionary refund, to the extent permitted by law.
Nothing in this section reduces any non-excludable rights you may have as a consumer.
- Processing time for voluntary goodwill returns
Where we choose, at our discretion, to accept a return outside your statutory rights, that acceptance is a one-off goodwill decision and does not create a continuing entitlement or waive any future right to refuse similar requests.
- Contact
For returns and withdrawal notices, contact: support@pawsandpistonsmc.com
*You may also submit a return or cancellation request directly through your account at https://account.pawsandpistonsmc.com.