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 30 days of delivery with photos of the damage. We will send a free replacement.
- Print quality issue — If colours are significantly off or there is a visible printing defect, contact us within 30 days with photos. We will reprint and reship at no cost.
- Wrong item received — Contact us within 30 days and we will arrange for the correct item to be sent.
- Lost in transit — If your package has not arrived within 30 days of the estimated delivery date, contact us. We will investigate and, if confirmed lost, send a free replacement.
- Design not approved — If you do not approve the AI-generated portrait during the preview stage, you will receive a full refund before production begins.
How to Request a Refund or Replacement
Email us at hello@thepawsonality.com with:
- Your order number
- Photos of the issue (for damaged, wrong, or defective items)
- A brief description of the problem
We respond within 24 hours on business days.
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 or card issuer.
Non-Refundable
- Orders where the portrait was approved and production has begun (unless a quality issue applies)
- Items reported more than 30 days after delivery
- Items damaged due to customer misuse after delivery