Refund policy

Returns & Refunds Policy

No Returns

We do not accept returns. Every piece is made to order using the photos or personalization details you provide, so we cannot accept returns or exchanges for change of mind, personal preference, or customer-submitted errors. You never need to send an item back to us. This does not exclude the remedies described below for damaged, defective, or incorrectly made items, our inability to fulfill an order, shipment delays, or rights required by applicable law.

Cancellations & Changes

You may request cancellation within 1 hour of placing your order. Production begins only after this full cancellation window has ended. Email support@pawtraittown.com with your order number. Eligibility is based on when we receive your request, not when our support team replies.

After the cancellation window, we will try to help with cancellation or changes if production has not started, but we cannot guarantee them. Once production begins, cancellations or changes due to a change of mind generally cannot be accepted. This restriction does not exclude the remedies and rights described above.

Photos & Personalization Details

Please check your photos, names, spelling, and other personalization details before placing your order. We review photos for obvious issues that could prevent production and will contact you if a replacement or clarification is needed. We cannot verify whether the names, spelling, or other details you submit are correct.

Where an item has been made correctly according to the details you submitted, we generally do not offer remakes, returns, or refunds for customer-submitted errors or changes in personal preference. This does not affect your applicable rights relating to defects, damage, or errors made by us.

Damaged, Defective or Incorrectly Made Items

If your item is damaged, defective, or incorrectly made, please contact us preferably within 14 days of delivery. Include your order number and clear photos of the item. For shipping damage, please retain the packaging and provide photos where possible.

Once we confirm the issue, we will make and ship a replacement at no cost to you. If a replacement is not possible, we will refund you instead. This process and contact timeframe do not limit your statutory rights.

You never need to send the item back. Replacements and refunds for these issues are provided without a return, at no cost to you.

Delayed or Lost Orders

Please see our Shipping Policy for production delays, shipping estimates, and delayed or lost shipments. Change-of-mind restrictions do not override applicable rights concerning delayed shipment or our inability to fulfill an order.

Refunds

Approved refunds will be returned to the original payment method. We will email you once the refund has been initiated. The time taken for funds to appear depends on your bank or payment provider. We will initiate refunds within the timeframe required by applicable law; payment-provider processing times do not extend our own obligation to issue a refund.

Contact

Email support@pawtraittown.com with your order number. We usually respond within 1–2 business days. Whether a request was submitted on time is determined by when we receive it.