Refund policy

Returns & Refunds

Since all products are custom-made to order with your pet's unique portrait, we cannot accept returns or exchanges for change of mind.

When We Will Refund or Replace

Damaged in transit — Contact us within 7 days of delivery with photos of the damage. We will send a free replacement.
Print quality issue — If colors are significantly off or there is a visible printing defect, contact us within 7 days with photos. We will reprint and reship at no cost.
Wrong item received — Contact us immediately and we will arrange the correct item to be sent.
Design not approved — If you do not approve the AI-generated portrait during the preview stage, you will receive a full refund.

How to Request a Refund

Email us at hello@thepawsonality.com with your order number and photos (if applicable). We respond within 24 hours.

Refund Timeline

Approved refunds are processed within 3–5 business days. It may take an additional 5–10 business days for the refund to appear on your statement depending on your bank.