Returns & Refunds
We want you and your pup to be happy with your order. This policy explains both your statutory consumer rights and our voluntary 30-day return policy.
1. Your 14-day right of withdrawal (EU/EEA consumers)
If you are a consumer in the European Union or European Economic Area and you buy goods from us online, you generally have the right to withdraw from the purchase within 14 days without giving a reason. For goods, the 14-day period starts on the day you, or a person you designate other than the carrier, receive the goods.
To exercise this right, contact us at hubertkopczynski-2006@wp.pl with your order number and a clear statement that you wish to withdraw from the purchase. You may also use the model withdrawal statement below. You do not have to provide a reason.
After telling us that you are withdrawing, you must send the goods back without undue delay and no later than 14 days after notifying us. You normally pay the direct cost of returning the goods unless we have agreed to cover it or applicable law requires otherwise.
We will refund the payments we received from you, including the standard delivery charge, without undue delay and normally within 14 days after being informed of your withdrawal. We may delay the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever happens first. If you chose a more expensive delivery method than the least expensive standard delivery option we offer, we are not required to refund the additional cost.
You may handle the goods as necessary to establish their nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the goods.
2. Our voluntary 30-day return policy
In addition to statutory rights, we accept returns requested within 30 days of delivery for eligible items. For a voluntary return outside the statutory 14-day withdrawal period, the item should be unused, unworn, unwashed and in resalable condition, with its original packaging where reasonably possible.
For voluntary returns due to a change of mind, incorrect size selection or another customer preference, the customer is responsible for return shipping costs. Exchanges are subject to product availability.
3. Faulty, damaged or incorrect items
If your order arrives damaged, defective or incorrect, contact us as soon as possible at hubertkopczynski-2006@wp.pl and include your order number and clear photos where relevant. We will provide an appropriate resolution.
Nothing in this policy limits mandatory consumer rights. For consumers in the EU, statutory conformity rights apply to goods that are faulty or not as described, including the applicable legal remedies under EU consumer law.
4. Return instructions
Please contact us before sending a return so we can provide the correct return address and instructions. Do not send a package to an address printed on the product or parcel unless we have confirmed that address as the return address.
5. Model withdrawal statement
If you wish to withdraw from your online purchase, you may send us the following statement:
To TheCutePaws, I hereby notify you that I withdraw from my contract of sale for the following goods: [product/order number]. Ordered on: [date]. Received on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature: [only if this form is submitted on paper].
Contact: hubertkopczynski-2006@wp.pl
Business: TheCutePaws, Sprzymierzonych 25, 14-400 Pasłęk, Poland.
Important: This policy is intended to explain our store procedures and does not exclude or reduce any mandatory consumer rights that apply under the law governing your purchase.