Refund policy
Notice of Right of Withdrawal / Cancellation
1. General information
Consumers entering into distance contracts generally have the right to withdraw from the contract within 14 days without giving a reason.
Austria's Distance and Off-Premises Contracts Act (Fern- und Auswärtsgeschäfte-Gesetz, FAGG) generally uses the term withdrawal or rescission (Rücktritt); statutory model notices may use Widerruf. These terms refer to the same right in this context.
This notice applies only to contracts for which a statutory right of withdrawal exists. Special rules apply to individually made and personalized PawToKeep products, as explained in the section on exclusions below.
2. Right of withdrawal for non-personalized goods
You have the right to withdraw from this contract within fourteen days without giving a reason.
The withdrawal period is fourteen days from the day on which you, or a third party designated by you other than the carrier, take(s) possession of the goods.
If multiple goods are ordered together and delivered separately, the period begins when you or a designated third party other than the carrier receive(s) the last item. If an item is delivered in multiple installments or pieces, the period begins upon receipt of the last installment or piece.
3. How to exercise your right of withdrawal
To exercise your right, inform us of your decision by an unambiguous statement, such as a letter sent by post or an email:
PawToKeep
Owner: Josef Darwish
Meiselstraße 15–17/7/22
1150 Vienna
Austria
Phone: +43 670 3567872
Email: service@treuespur.de
You may use the model withdrawal form below, but it is not compulsory. Sending your notice before the withdrawal period expires is sufficient to meet the deadline.
4. Effects of withdrawal
If you validly withdraw from a contract, we will refund all payments received in connection with that contract, including the cost of our least expensive standard delivery option. Extra costs resulting from choosing a more expensive type of delivery than our least expensive standard option are not refunded.
We will make the refund without undue delay and no later than fourteen days after receiving your withdrawal notice. Unless expressly agreed otherwise, we will use the same payment method as for the original transaction. You will not incur additional charges for receiving the refund.
5. Withholding a refund
We may withhold the refund until we have received the goods back or until you provide evidence that you have returned them, whichever occurs first.
6. Returning the goods
You must return or hand over the goods without undue delay, and in any event within fourteen days of informing us of your withdrawal, to:
PawToKeep
Josef Darwish
Meiselstraße 15–17/7/22
1150 Vienna
Austria
The return deadline is met if you send the goods before the fourteen-day period expires.
7. Return shipping costs
You bear the direct cost of returning the goods unless a defect, incorrect delivery or another circumstance for which PawToKeep is responsible applies. Statutory rules apply to valid warranty claims. In the case of statutory withdrawal, this cost obligation applies only if the consumer was appropriately informed before the contract was concluded.
8. Diminished value
You are liable for any diminished value of goods only where it results from handling beyond what is necessary to establish their nature, characteristics and functioning. Mere examination comparable to what would be possible in a retail store does not automatically create liability.
9. Exclusion of statutory withdrawal for personalized products
Under Section 18(1)(3) of the Austrian FAGG, the statutory right of withdrawal does not apply to goods made to the customer's specifications or clearly personalized to their needs. For PawToKeep, this particularly includes:
- Jewelry made using your uploaded pet photo
- Jewelry with an individual pet engraving
- Products engraved with your pet's name
- Products with a personalized back engraving
- Products with individually selected multiple pet portraits or pendants
- Other products made specifically to your personal instructions
For such personalized products, there is generally no statutory fourteen-day right of withdrawal under the cited Austrian provision. Applicable mandatory consumer rights in other jurisdictions remain unaffected.
10. PawToKeep's voluntary 30-day return policy
Regardless of the exclusion of the statutory withdrawal right for personalized products, PawToKeep voluntarily grants customers a 30-day return period starting from receipt of the goods, including personalized and engraved PawToKeep products. This is an additional voluntary benefit, not the statutory right of withdrawal.
The conditions, return costs, refund rules and other details are explained in our Returns & Refunds policy. Statutory warranty rights are neither restricted nor replaced by the voluntary policy.
11. Statutory warranty rights remain unaffected
Exclusion of a statutory withdrawal right for personalized goods does not remove rights when products are defective. Personalized products also remain covered by applicable statutory warranty rules. If an item arrives damaged, its engraving differs from the details provided because of a PawToKeep error, or another defect exists, applicable warranty rights remain intact. Please contact service@treuespur.de.
12. Changes or cancellations immediately after ordering
Personalized production can begin shortly after an order arrives, so please carefully check your personalization before completing checkout. If you notice an error or want to request a change, email service@treuespur.de as soon as possible.
While production has not yet begun, we will try to accommodate changes or cancellation requests where possible. Changes or cancellations may no longer be possible once individual production has started. This does not affect PawToKeep's voluntary 30-day return policy or mandatory statutory rights.
13. Online withdrawal function from October 1, 2026
For distance contracts concluded through an online interface from October 1, 2026 where a statutory withdrawal right exists, an additional online withdrawal function is made available under the requirements stated in the Austrian policy. Consumers may also exercise the right using the shop's function labeled “Withdraw from contract” and submit the declaration via “Confirm withdrawal”.
Following successful submission, an acknowledgment will be sent promptly on a durable medium, such as by email, showing the withdrawal declaration and the date and time received. This online option supplements rather than replaces withdrawal by letter or email. The obligation described here applies in Austria to the relevant contracts concluded from October 1, 2026.
Model Withdrawal Form
If you wish to withdraw from the contract, please complete and return this form.
To:
PawToKeep
Owner: Josef Darwish
Meiselstraße 15–17/7/22
1150 Vienna
Austria
Email: service@treuespur.de
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the sale of the following goods (*) / the provision of the following service (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:
(*) Delete as appropriate.