Refund policy
Returns and Refund Policy
This return and refund policy applies to all our orders. In any case, we will always respect the minimum consumer rights established by the law of your country. If your local law grants you a greater right or a longer return period than the one stated here, your local law will prevail.
1. Who is selling
Owner: Gomez y Tudela S.L.
Trade name: Pawhaus
Registered address: Calle SerafĂn Ălvarez Campana 7, 11500 El Puerto de Santa MarĂa, CĂĄdiz (Spain)
Contact email: soporte.tiendaonline@outlook.es
2. Returns (30 days)
You have 30 calendar days from the day you receive your item to request a return.
If you are a consumer in the European Union, this includes your legal right of withdrawal: you can withdraw from your purchase within 14 calendar days without giving a reason, under Spanish Royal Legislative Decree 1/2007 of November 16 (General Law for the Protection of Consumers and Users). We extend that period to 30 days for all customers.
To be eligible for a return, your item must be:
- complete, with all its parts, including the hanging pompom toy;
- clean and free of damage, tears or alterations. It's fine if your cat has tried it: that's what the 30 days are for;
- in its original packaging, if you still have it.
You will also need your order number or proof of purchase.
Under Article 108.2 of Royal Legislative Decree 1/2007, if the item has lost value due to handling beyond what is necessary to establish its nature, characteristics, and functioning, we will apply a proportional reduction to the refund.
3. How to start a return
To start a return, email us at soporte.tiendaonline@outlook.es with your full name and order number before the 30-day period ends. You can use the model form at the end of this page, although it's not required.
If we accept your return, we will send you the return address and instructions. Once you notify us, you have 14 calendar days to send the item back.
Items sent back without first requesting a return, or sent with postage due, will not be accepted.
4. Return shipping cost
Unless the return is due to a defective, damaged, or incorrect item, the cost of return shipping is paid by the customer. You send the package with the carrier of your choice and pay their cost directly. We recommend a tracked shipment. Keep your proof of shipment.
5. Damaged, defective, or incorrect items
Please inspect your order when you receive it and contact us immediately if the item is defective, damaged, or if you received the wrong item.
Email us at soporte.tiendaonline@outlook.es with your order number and photos or a video showing the problem. Photos or a video are required in these cases.
Once we check them, you choose: a full refund or a new unit, sent at no cost. You don't need to send the item back and you pay nothing.
Legal warranty of conformity: under Royal Legislative Decree 1/2007, as amended by Law 4/2022, we are liable for any lack of conformity that appears within three years of delivery. This excludes normal wear and tear from use by your pet, damage caused by improper use, and deterioration resulting from washing or drying other than as indicated in the product instructions.
6. Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
7. Non-returnable items
We do not accept returns of items that:
- are requested after the 30-day period;
- are sent without requesting the return first;
- are sent with postage due;
- do not correspond to an order placed in our store;
- are torn, chewed, scratched beyond a normal trial, washed, or altered;
- come back in a condition that prevents any inspection for hygiene reasons.
Gift cards cannot be returned.
8. Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.
If approved, the refund will be issued to your original payment method within a maximum of 14 calendar days from when you notified us of your decision. We may withhold the refund until we receive the item or until you provide proof of shipment, whichever comes first.
What is refunded: the price of the item. Shipping is free on all our orders, so there is no shipping cost to refund. If you bought the 2-pack and return only one unit, the refund will be calculated on the unit price that applied to that purchase.
Please note that your bank or card provider may take some additional time to process and post the refund. If more than 15 business days have passed since we approved your refund and you still haven't received it, please contact us at soporte.tiendaonline@outlook.es.
9. Cancellation before shipping
If you want to cancel your order, email us as soon as possible with your order number. If it hasn't shipped yet, we will cancel it and refund the full amount. If it has already shipped, you will need to request a return under this policy.
10. Complaints and governing law
If you're not satisfied with our response, you can send your complaint to soporte.tiendaonline@outlook.es. As a consumer, you can also contact your local consumer protection authority.
We are not currently a member of any alternative consumer dispute resolution body, without prejudice to your right to go to public consumer agencies or the courts.
This policy is governed by Spanish law, in particular Royal Legislative Decree 1/2007 of November 16 and Law 34/2002 of July 11 on information society services and electronic commerce. Nothing in this policy limits the rights that consumer law gives you.
11. Model withdrawal form
You can copy this text into an email and send it to soporte.tiendaonline@outlook.es. Using it is optional.
To: Gomez y Tudela S.L., Calle SerafĂn Ălvarez Campana 7, 11500 El Puerto de Santa MarĂa, CĂĄdiz (Spain). Email: soporte.tiendaonline@outlook.es
I hereby give notice that I withdraw from my contract of sale of the following goods:
Product: ...........................................
Order number: ...........................................
Order date: ...........................................
Date received: ...........................................
Consumer's full name: ...........................................
Consumer's address: ...........................................
Date: ...........................................
12. Contact
For any question about returns, contact us at soporte.tiendaonline@outlook.es. We handle inquiries by email only, Monday through Friday.