At Pawthentic Studios, every product is custom-made with care and attention to detail. Because our items are personalized specifically for each customer, we ask that you review this Return & Refund Policy carefully before placing an order.

Custom and Personalized Products

All Pawthentic Studios products are made to order and personalized using the photos, text, and customization details you provide. For this reason, we do not accept returns or offer refunds for customized products once production has begun, except in cases where the item is defective or incorrect due to an error on our part.

By placing an order, you acknowledge and agree that personalized items are non-refundable under normal circumstances.

Order Cancellations and Changes

Orders may be canceled or modified only if the request is made before production begins. Once your order has entered the production stage, cancellations, changes, or refunds may not be possible.

If you need to request a cancellation or modification, please reach out as soon as possible through our Contact Us page.

Damaged or Defective Items

If your order arrives damaged or defective, please notify us within a reasonable timeframe after delivery. To help us assess the issue, we may request clear photos of the product and packaging.

Upon verification, we will offer an appropriate resolution, which may include a replacement, partial refund, or full refund, at our discretion. Damage caused by misuse, improper care, or normal wear and tear is not considered a defect.

Incorrect Orders

If you receive an item that is incorrect due to an error on our part, please contact us promptly with order details and supporting images. Once confirmed, we will arrange a replacement or refund as appropriate.

Errors resulting from incorrect information provided by the customer, such as wrong size selection, incorrect personalization details, or low-quality image uploads, are not eligible for refund.

Refund Processing

Approved refunds will be issued to the original payment method used at checkout. Please note that it may take several business days for the refund to appear on your account, depending on your payment provider or bank.

Shipping costs are non-refundable unless the return is due to an error on our part.

Non-Returnable Items

Due to hygiene, safety, and personalization considerations, the following items are generally non-returnable unless defective or incorrect:

  • Custom pet portraits

  • Personalized home décor and apparel

  • Customized accessories and gifts

This list is not exhaustive and may vary depending on the product.

Lost or Stolen Packages

Pawthentic Studios is not responsible for packages marked as delivered by the carrier but reported as lost or stolen. If this occurs, we recommend contacting the shipping carrier directly to file a claim.

Chargebacks and Disputes

We encourage customers to contact us first if there is an issue with an order. Initiating a chargeback without contacting us may delay resolution and could result in account restrictions.

Policy Updates

We reserve the right to modify or update this Return & Refund Policy at any time without prior notice. Changes will be effective immediately upon posting on this page. We recommend reviewing this policy periodically for any updates.

Contact Us

If you have any questions, concerns, or requests regarding returns or refunds, please reach out through our Contact Us page. Our team is always happy to help.