Refund policy

Returns and refunds policy

This policy applies to orders placed on silverpawshop.com by consumers, under Spanish Royal Legislative Decree 1/2007 (consolidated General Law for the Protection of Consumers and Users, TRLGDCU). Owner: David Páramo Reina (Silver Paw), Tax ID 51001580T.

Right of withdrawal (14 calendar days)

You may withdraw from your purchase, without giving any reason, within 14 calendar days from the day you (or a third party indicated by you, other than the carrier) take physical possession of the product. If the order includes several products delivered separately, the period starts when you receive the last one.

To exercise it, send us a clear statement at info@silverpawshop.com or through our withdrawal form, stating your name, order number and the products you want to return. We will acknowledge receipt. You may use the following model:

To David Páramo Reina (Silver Paw), Calle Luis García Berlanga 1, 28521 Rivas-Vaciamadrid, Madrid, info@silverpawshop.com: I hereby give notice that I withdraw from my contract of sale of the following product: [product]. Order no. [number], received on [date]. Consumer's name, address, signature (only if sent on paper) and date.

How and where to return the product

You must return the product within 14 calendar days of notifying us of your decision, to the following address in Spain: Silver Paw – Returns, Calle Luis García Berlanga 1, 28521 Rivas-Vaciamadrid, Madrid, unless we give you a different return address within Spain by email. We will never ask you to send a return outside the European Union.

We recommend using a tracked service: you are responsible for the product until it reaches our address, and we will need proof of delivery to process the refund.

Return costs

The direct cost of returning the product is borne by you. As a guide, sending a small or medium tracked parcel within mainland Spain costs approximately €4 to €9, and up to €20 for bulky products (ramps, beds, strollers or wheelchairs). Defective, damaged or incorrect products cost you nothing to return.

Condition of the product

You may examine the product as you would in a shop. If you handle it beyond what is necessary to establish its nature, characteristics and functioning (for example, used with your pet, washed, with hair, chewed, dirty or with packaging damaged so that it cannot be resold), you will be liable for the reduction in its value and we will deduct that amount from the refund, explaining why.

Refund

We will refund all payments received, including the original shipping costs, within 14 calendar days of being informed of your decision to withdraw. If you chose a delivery method other than, and more expensive than, the standard delivery offered, we will not refund the difference. We may withhold the refund until we have received the product or you have provided proof of return, whichever comes first. The refund will be made using the same payment method you used, at no cost to you.

Refused or uncollected orders

If you refuse delivery or do not collect the parcel at the point or within the time indicated by the carrier, we will treat it as an exercise of the right of withdrawal. Once the parcel is returned to us, we will refund the order amount minus the return shipping costs charged by the carrier, just as if you had made the return. If the refusal is due to a defect, a delay beyond the maximum delivery time, or a charge you had not been told about, we will not deduct anything.

Exceptions to the right of withdrawal

Under article 103 of the TRLGDCU, withdrawal does not apply to:

• Personalised products or products made to your specifications (for example, with your pet's name or photo). This is stated on each product page.
• Sealed products that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery (for example, diapers, toothbrushes or accessories in contact with your pet's mouth or food). These products are identified on their product page and delivered sealed.

Defective products and warranty

All products have the 3-year legal guarantee of conformity from delivery. If you receive a defective, damaged or incorrect product, email us at info@silverpawshop.com with photos or a video of the problem and your order number. We will offer repair, replacement or a refund at no cost to you; in some cases we may refund you without you having to return the product. The guarantee does not cover damage caused by misuse, accidents or normal wear and tear (such as chewing of toys).

Complaints

If you are not satisfied with our response, you can contact the Municipal Consumer Information Office (OMIC) or the Directorate-General for Consumer Affairs of the Community of Madrid. Official complaint forms are available on request at info@silverpawshop.com.