Refund policy

Returns and Complaints Policy — mypawprintify.com

Effective date: October 30, 2025

1. General Provisions

1.1. This Policy sets out the rules for returns, withdrawal from the contract, and complaint procedures in the online store mypawprintify.com, operated by mypawprintify.com.

1.2. The store sells products shipped from overseas supplier warehouses. Therefore, the processing time for returns and complaints may be longer than in local stores.

1.3. Contact for returns and complaints: support@mypawprintify.com

2. Right of Withdrawal

2.1. The Customer has the right to withdraw from a distance contract within 30 calendar days from the date of receiving the order, without giving any reason.

This right is granted in addition to any statutory consumer rights applicable in the Customer’s country of residence.

2.2. To exercise the right of withdrawal, the Customer should send an email to: support@mypawprintify.com with the subject line “Withdrawal from contract”, including:

  • order number,
  • full name,
  • email address used for purchase,
  • date of receipt of the shipment,
  • (optional) reason for return.

2.3. After receiving the request, the Store will provide instructions regarding the return, including the return warehouse address (which may be overseas depending on the supplier).

2.4. The product must be returned no later than 30 days from the date of informing the Store about withdrawal.

2.5. The product should be returned in unchanged condition — unused, in original packaging (if possible), and with all accessories included.

2.6. After receiving and verifying the return, the Store will issue a refund to the original payment method within up to 14 business days.

2.7. For products shipped from outside the EU, the Customer bears the return shipping costs and any customs duties or taxes, unless the Store decides otherwise in individual cases.

Exclusion of the Right of Withdrawal

The right of withdrawal does not apply in the following cases:

  • products made to individual order or clearly personalized,
  • goods which, after delivery, are not suitable for return due to health protection or hygiene reasons if unsealed,
  • perishable goods or items with a short shelf life,
  • other cases where return rights may be limited under applicable consumer protection laws.

3. Conditions for Accepting Returns

3.1. To be eligible for a return, the product must:

  • be unused, with no signs of use (e.g. scratches, dirt, odors, mechanical damage),
  • be undamaged and fully functional,
  • be returned in the original manufacturer’s packaging (if possible), with all accessories, instructions, tags, cables, chargers, etc.,
  • include proof of purchase (e.g. order confirmation or transaction number).

3.2. Products returned incomplete, damaged, or showing signs of use may be sent back to the Customer or subject to a reduced refund (proportional to the loss of value).

4. Complaint Procedure

4.1. The Customer has the right to file a complaint if the product is:

  • damaged,
  • incomplete,
  • inconsistent with the description or order,
  • or does not meet safety requirements (including GPSR regulations).

4.2. Complaints should be submitted via email to: support@mypawprintify.com, including:

  • order number,
  • description of the issue,
  • (if possible) photos documenting the defect or damage.

4.3. The Store will confirm receipt of the complaint within 48 business hours and provide further instructions regarding the return or verification process.

4.4. The complaint will be processed within up to 14 calendar days from receiving complete information and (if required) the returned product.

4.5. If the complaint is accepted, the Store may, depending on the situation:

  • replace the product with a new one,
  • repair the product,
  • offer a partial refund,
  • or issue a full refund.

4.6. If the complaint is rejected, the Customer will be informed of the reasons and the possibility of using out-of-court dispute resolution methods (e.g. Consumer Ombudsman, EU ODR platform).

5. Products Damaged in Transit

5.1. The Customer should check the condition of the package and its contents upon delivery.

5.2. If the package shows signs of damage, it is recommended to prepare a damage report with the courier and inform the Store immediately (no later than 48 hours after receipt).

5.3. The Store cooperates with the carrier or supplier to resolve the issue and supports the Customer in obtaining compensation or a replacement shipment.

6. Refunds

6.1. Refunds are issued within up to 14 business days after the return or complaint is positively resolved.

6.2. Funds will be returned using the same payment method used for the purchase, unless the Customer explicitly requests another method.

6.3. The Store is not responsible for delays in refunds caused by payment operators, banks, or intermediary systems.

7. Contact

For any questions regarding returns, complaints, or product safety, please contact: support@mypawprintify.com

The Store responds within 48 business hours, and in cases requiring cooperation with suppliers — as quickly as possible.