Refund policy
Returns & Exchanges
We print every piece to order, and we still want you to be able to change your mind. This policy covers everything PawslyTails sells: our own-design garments, with or without your dog's portrait on the back.
Your 14-day right to change your mind
If you are a consumer in the European Union or the United Kingdom, you have 14 days from the day you receive your order to tell us you wish to cancel it, without giving a reason. You then have a further 14 days to send the item back. We refund the item price and the standard outbound shipping cost within 14 days of receiving the returned goods, using the same payment method you paid with. The cost of returning the item is yours unless the item was faulty or we sent the wrong thing.
Personalised items (Retrato) are the one exception
Garments carrying a portrait drawn from your own photo and your dog's name are made to your specification. Goods made to a consumer's specification or clearly personalised are excluded from the 14-day right of withdrawal under article 103.c of Real Decreto Legislativo 1/2007. We disclose this on the product page before you order. That is exactly why you see it first: the portrait appears on the garment on the product page and you approve the design on screen before you pay, changing the photo, the framing and the name as often as you like. Nothing prints unless you approved it, and you can cancel for a full refund at any time before it enters print. If a personalised item arrives faulty, or does not match the design you approved, we replace it at our cost, and your legal guarantee below is unaffected.
Our extra promise: 30 days
Within 30 days of delivery, on non-personalised garments: wrong size, and we exchange it for another size — your first size exchange is free (you post it back, we pay the postage out to you again); just not for you, and we refund the item price — you cover the return postage.
The condition items must come back in
Unworn, unwashed, unaltered, with the original tags attached.
How to start a return
Email pawsly.storee@gmail.com with your order number and which item you are returning. We reply with the return address and instructions within one business day. Please do not send anything back before you hear from us.
Damaged, faulty or wrong items
If anything arrives damaged, with a printing defect, or is not what you ordered, contact us within 30 days of delivery with your order number and a photo of the problem. We will send a replacement free of charge, or refund you in full — your choice. In most cases you will not need to send the faulty item back. This applies to personalised items too.
Your legal guarantee
Separately from this policy, you have a legal guarantee that the goods conform to the contract. Because we sell from Spain, that period is three years from delivery (Real Decreto Legislativo 1/2007, as amended by Ley 4/2022, transposing Directive (EU) 2019/771). Consumers elsewhere in the EU have at least two years, or longer where their national law provides it. Nothing in this policy limits those rights, personalised items included.
What we cannot accept back
- Personalised Retrato garments, unless they are faulty or do not match the design you approved
- Garments that have been worn, washed, altered, or returned without their tags
- Anything damaged after delivery
- Gift cards
Refund timing
Once your return arrives and passes a quick check, we issue the refund within 14 days. Your bank may take a further 3–10 business days to show it on your statement.
Cancelling before it ships
Email us within 12 hours of placing your order and we can usually cancel it at no cost — each piece is printed to order and 12 hours is normally before printing starts. On a Retrato order you approve the design on screen when you order, and you can cancel at any point before it enters print — write to us as soon as possible, normally within those same 12 hours. After that we can no longer stop it, but your 14-day right above still applies to non-personalised items once they arrive.
Questions: pawsly.storee@gmail.com