Orders over 50€ are delivered free of charge within Mainland Portugal
Deliveries to Spain - Orders less than 50€ cost 10€ - for 50€ and over the charge is 5€
Other destinations please contact us for information
We may send your order using a courier service (currently CTT Expresso) or registered post. If the products are delivered in a damaged state then this MUST be entered on the courier's delivery advice otherwise we cannot accept responsibility for this damage.
All requests for refunds or order cancellations must be made by:-
Post: Paws 4 Pets, Torre da Mosqueira, 8200-562 Ferreiras, Portugal
Please note that we cannot accept proof of sending communication by any means as proof of delivery to us and you should contact us directly (Tel: (+351 289588882) if you do not receive confirmation of receipt from us.
We guarantee that all the products we supply "work as advertised" and in the event of any problems we will do all we can to either rectify the situation, replace the product or provide a refund at our discretion.
Some manufacturers provide their own warranty service direct to the consumer and, in this event, we would ask that you try their service first before returning the goods because these manufacturers know their products and customer problems better than we do. In the case of a faulty product they will replace the product directly and possibly faster than we can. If in doubt please contact us.
Your order will not take effect until we receive the value of your payment.
You may cancel your order at any time and we will process any refund within 5 working days according to the following policy:-
1) If we have not yet received the value of your payment then there is no refund due.
2) If we have received the value of your payment but have not shipped the order we will refund the value of your payment as received within 5 days. (Note that we must be informed before 15:00 on the day your payment is received to ensure that the order is not shipped).
3) If we have already shipped your order or part of the order:- In all cases we will amend your order according to the items you wish to cancel and recalculate the total value of the resulting order. This may affect the delivery charge and any promotions applied to your original order.
3a) If you cancel an item that has not already been shipped then we will refund the difference between the amount received and the recalculated price of the order.
3b) If you cancel an item that has already been shipped then our returns policy will apply
You must retain any facturas, invoices, receipts and delivery notes associated with the original delivery or the return shipment. Any costs you incur in returning the items will be processed under our Refunds policy.
You must inform us before returning any items so that we can ensure that the returns can be allocated to your account and any loss in transit can be identified.
All returned goods must, unless damaged, be in re-saleable condition and in the original undamaged packaging with any and all accessories. Food or treats supplied in sealed bags must be unopened, undamaged and must be returned within 2 weeks of receipt.
If you are in any doubt as to whether any pet food will be acceptable by your pet then you should request and try a sample or small bag before ordering a large bag as we cannot accept returns of pet food just because your pet doesn't like it! If you dog doesn't appear to like it anymore you can try (a) adding a small amount of warm water, (b) add a chopped cabbage leaf and/or carrots or (c) discuss with us!
We will process your refund within 5 working days. Refunds will be based on the Euro value we have received and we cannot be responsible for any charges incurred by your use of third party agents or movements in exchange rates as our preferred payment methods in Euro currency by Portuguese multibank tranfers or Euro cash incur no charges.
Our refund policy is:-
1) If an item is "not as described" or is defective then we will refund the value and your reasonable return costs.
2) If an item is "no longer required" then we will refund the difference between the value received less the value of the re-calculated order value and discounts specifically excluding any return cost you have incurred. It this was the only item ordered and qualified for "Free Delivery" then we will make a charge for the original delivery of 5,00€ which is the delivery charge we would have made on an order that did not qualify for "Free Delivery" (this applies to items that were shipped).
3) If an item "does not fit" and the measurements are clearly shown on either our web page or on the manufacturer's web site where a link is provided or can be easily found then it will be classed as "no longer required" (Paragraph 2). If we have provided incorrect sizing information or relevant information was not easily accessible then it will be classed as "not as described" (Paragraph 1).
If we cannot satisfy your complaint you may make an official complaint using the Livro Reclamações Service