Refunds & Returns

Last updated: 6 October 2026

This policy explains when you can return what you bought, what happens if an item arrives faulty, and how a refund works.

There are four different situations, and they do not mix: merchandise bought in the store, used equipment, equipment rental and production services.

1. Merchandise: 14 days to change your mind

If you are a consumer, you have 14 days to withdraw from the purchase without giving a reason, counted from the day you received the item or, for studio pickup, from the day you picked it up. This is the right of withdrawal set out in Portuguese Decree-Law 24/2014.

How to do it:

• Tell us you are withdrawing within the 14 days, with any clear statement sent to contact@pewpew.pt or by post to our registered office. Give the order reference (it starts with PW, or RN if it includes a rental) and the items. It is enough to send it before the period ends.
• Send the items back within 14 days of that message, to Rua do Urjal, n.º 48, 3830-173 Ílhavo, Portugal, or hand them in at the studio.
• Return them complete and in resalable condition: not used beyond what is needed to try them, with tags and packaging. An item that was used or damaged may be refunded for less, matching the loss in value.
• We refund within 14 days of the day you tell us you are withdrawing, using the same payment method you used. We may hold the refund until we receive the items or proof that you sent them, whichever comes first.

The direct cost of returning the items is yours, unless the item is faulty or was sent in error by us. If you paid for shipping, we refund the cost of standard delivery.

2. Faulty items or items not as described

If an item is faulty or does not match what was advertised, Portuguese law gives you, as a consumer, a 3 year conformity guarantee on new goods (Decree-Law 84/2021); for used equipment, sold without commercial warranty, the 18 month legal minimum (section 3). You can then ask for repair, replacement, a price reduction or termination with a refund, under the conditions and in the order the law sets out.

Write to contact@pewpew.pt with the order reference and photographs of the problem. In these cases the return costs are ours.

3. Used equipment

Used equipment bought on the site has the same 14 days to change your mind as in section 1, counted from delivery or pickup, with the same procedure. Return it complete, with everything that was included, and in the condition you received it: the defects and wear described on the listing do not count as damage by you. Items that were pickup only are returned at the studio in Ílhavo; shipped items can be returned by courier, with the return shipping at your cost (roughly the same as the shipping cost shown on the listing).

Sold without commercial warranty. Consumers keep only the legal minimum guarantee of 18 months (DL 84/2021), which can't be excluded; sales to businesses carry no warranty. If you bought it as a consumer, that guarantee lasts 18 months from delivery or pickup (Decree-Law 84/2021, Article 12(3)) and covers everything that was not described in the condition notes you accepted at checkout. If you find a problem that was not described, write to contact@pewpew.pt with the order reference and photographs; in that case the return costs are ours.

4. Personalised items

The 14 day right of withdrawal does not apply to items made to measure or personalised at your request. If we start selling items like that, the product page will say so before you buy.

5. Equipment rental

A rental is not the purchase of goods: it is a service with set dates, with stock reserved for you in that period. A late cancellation has a real cost for us, because the gear stopped being available to other customers.

What is certain today:

• A booking is only confirmed once payment is confirmed. Before that there is no guaranteed booking and nothing is charged to you.
• If you are a consumer, you can withdraw from the rental agreement, without giving a reason, within 14 days of its conclusion (Portuguese Decree-Law 24/2014), in the same ways as in section 1. If you asked for the rental to start within that period, you pay the amount proportional to what was provided until you tell us you are withdrawing, and we refund the rest.
• If we cancel the booking, because of a fault or unavailability of the gear, we refund everything you paid for that booking.
• Late returns, damage, loss and theft are covered in the terms of service and in the rental agreement, which describe your responsibility for the gear.

6. Production services

Production projects are not bought on the site. Deposits, cancellations, postponements and held dates are governed by the accepted proposal and the project contract.

7. How a refund works

• We always refund through the same method you paid with: card, Apple Pay or Google Pay via Stripe, PayPal, or, if you paid by bank transfer, by transfer to the IBAN you give us. We do not refund in cash or store credit, unless you prefer that and we agree.
• We charge no fee for processing a refund.
• Once we issue it, how long the money takes to appear depends on your bank and the processor. If more than 10 working days pass after our confirmation and you see nothing, write to us and we will check with the processor.

8. Unpaid orders

An order created and never paid produces no invoice and no charge, and you do not need to cancel it. If you have a rental booking awaiting payment and no longer want it, tell us so we can release the stock sooner.

9. Complaints

If our answer does not satisfy you, you can file a complaint in the Portuguese electronic complaints book (Livro de Reclamações Eletrónico) at www.livroreclamacoes.pt. In consumer disputes you can also use an alternative dispute resolution entity, namely CNIACC, Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (www.cniacc.pt), as indicated in the terms of service.

10. Contact

PEW PEW (Sequência Janota - Unipessoal, Lda., tax and registration number (NIPC) 517 402 882 at the Conservatória do Registo Comercial de Aveiro, share capital 1 000 €), Rua do Urjal, n.º 48, 3830-173 Ílhavo, Portugal. Email contact@pewpew.pt, phone +351 969 784 500.