Last updated: January 1, 2025
Please read carefully before ordering. All PawWool products are made-to-order and fully customized to your pet. Due to the handmade, bespoke nature of each piece, we have a strict no-return, no-refund policy for change-of-mind, except in the specific circumstances outlined below.
1. Custom Orders — General Policy
Because every PawWool piece is handcrafted specifically for you, we are unable to accept returns or issue refunds for the following reasons:
- You changed your mind after the order was placed.
- You are dissatisfied with the artistic interpretation (within reason — all portraits are handmade and not photographic replicas).
- You submitted low-quality or blurry photos that limited artistic accuracy.
- The item was a gift and the recipient’s preferences were not communicated to us at the time of order.
2. Cancellations
You may cancel your order within 24 hours of placing it for a full refund. After 24 hours, once we have contacted you for photos and commenced work, cancellations are not accepted. Please email [email protected] immediately if you need to cancel.
3. Damaged or Lost in Transit
If your portrait arrives damaged, we will remake it at no charge or issue a full refund — your choice. To qualify:
- Contact us within 7 days of delivery.
- Provide clear photos of the damaged item and original packaging.
- Email [email protected] with subject line: DAMAGED ORDER – [Your Order Number].
For lost parcels: if tracking shows no movement for 30 days (domestic) or 60 days (international), contact us and we will file a claim and either reship or refund.
4. Quality Revisions
Before shipping, we send you a preview photo of your finished portrait. If you have minor concerns at this stage, we will make reasonable adjustments at no extra cost. Major changes after the preview stage (e.g., changing pet, size, or style) may incur additional fees or extended turnaround time.
5. How to Request a Refund
Email [email protected] with your order number and a description of the issue. We will respond within 2 business days. Approved refunds are processed within 5–10 business days to your original payment method.