Refunds & Returns

Last updated: 7 August 2026

This policy explains when you can return what you bought, what happens if an item arrives faulty, and how a refund works. The previous text was the generic sample that came with the old store and talked about goods we have never sold, such as vinyl records, gift cards and perishables. This one replaces it.

There are three different situations, and they do not mix: merchandise bought in the store, 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:

• Write to contact@pewpew.pt within the 14 days, giving the order reference (it starts with PW) and the items you want to return. A clear statement that you are withdrawing is enough.
• Send the items back within 14 days of that message, to Rua do Urjal 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 receiving the return or proof that you sent it, using the same payment method you used.

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). 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. 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.

4. 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 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, which describe your responsibility for the gear.

5. 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.

6. How a refund works

• We always refund through the same method you paid with: card via Stripe, PayPal, or MB WAY via euPago. 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.

7. 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.

8. Complaints

If our answer does not satisfy you, you can file a complaint in the Portuguese electronic complaints book at www.livroreclamacoes.pt. In consumer disputes you can also use alternative dispute resolution, as indicated in the terms of service.

9. Contact

PEW PEW (Sequência Janota, Unipessoal, Lda), Rua do Urjal 48, 3830-173 Ílhavo, Portugal. Email contact@pewpew.pt, phone +351 969 784 500.