Terms of service

Terms of service and conditions of sale

1. General information

These terms govern the use of the website silverpawshop.com and the purchase of products through it. The owner is David Páramo Reina, with address at Calle Luis García Berlanga 1, 28521 Rivas-Vaciamadrid, Madrid (Spain), Tax ID 51001580T, and email info@silverpawshop.com. The store runs on the Shopify platform. Before confirming your order you must expressly accept these terms and our Returns policy by ticking the corresponding box. You can save or print them. The language of the contract is Spanish; this English version is provided for convenience.

2. Products and prices

Products are described as accurately as possible; images are for guidance and there may be small differences in colour or finish. Prices are in euros and are final prices: they include VAT and, for products shipped from outside the EU, import taxes for the areas we ship to. Struck-through prices show the lowest price applied in the 30 days before the promotion. Shipping costs are shown before you confirm the order. We reserve the right to change prices; the price in force at the time of the order always applies. In the event of an obvious pricing error, we will inform you and you may confirm or cancel the order.

3. Purchase process

To buy, add products to the cart, enter your shipping details, choose a payment method and confirm the order. You will receive a confirmation email summarising your purchase. The contract is concluded with that confirmation. You must be of legal age to make purchases.

4. Payment

We accept the payment methods shown at checkout (card and other enabled methods). Payments are processed by secure providers with strong authentication (3D Secure); we do not store your full card details. We may review or cancel, with a full refund, orders showing reasonable signs of fraud. If you have any problem with an order, please contact us before opening a dispute with your bank: we will resolve it faster. We keep your acceptance of these terms, the order details and delivery tracking information as proof of purchase.

5. Availability and shipping

Products are shipped from supplier warehouses in Spain, the EU or Asia, within the time shown on each product page. We only ship to the areas listed in the Shipping policy. If a product becomes unavailable after you order, we will let you know and refund its amount without delay. Delivery conditions are detailed in our Shipping policy.

6. Right of withdrawal and warranty

You have 14 calendar days to withdraw from the purchase and the 3-year legal guarantee of conformity, under our Returns and refunds policy and the TRLGDCU. The direct costs of returning a product upon withdrawal are borne by the customer, and returns are sent to an address in Spain. Refusing or not collecting an order counts as withdrawal. Personalised products and products sealed for hygiene reasons that have been unsealed, identified on their product page, cannot be returned under the right of withdrawal.

7. Liability

Our products are accessories for pet care and wellbeing and do not replace a vet's advice. Use them according to their instructions and under supervision. We are not liable for damage resulting from misuse.

8. Intellectual property

The site content (text, logos, illustrations and images) belongs to its owner or is used with permission and may not be reproduced without authorisation.

9. Data protection

We process your personal data in accordance with the GDPR and the LOPDGDD, as explained in our Privacy policy.

10. Applicable law and complaints

These terms are governed by Spanish law. Any dispute will be heard by the courts of the consumer's place of residence. You can send complaints to info@silverpawshop.com. You can also contact the consumer services of your autonomous community or the Consumer Arbitration Board, and request official complaint forms at info@silverpawshop.com.