Refund policy

Every item is made to order with your pet, so our rules depend on where your order is in the process.

Before you approve your proof

After you order and pay, we email you a free digital design proof within one business day. You can request changes as many times as you need. If you decide not to go ahead, reply to your proof email or contact us before you approve it and we will cancel your order and give you a full refund. No reason needed.

After you approve your proof

Once you approve your proof, your item goes into production and becomes a final sale. Because it is personalized for you, we can't accept returns or exchanges for a change of mind, sizing, or ordering the wrong option. Please check size, color and spelling on your proof before approving.

Damaged, defective or misprinted items

If your item arrives damaged, has a print defect, or doesn't match the proof you approved, email us at support@pawfectlyloved.shop within 7 days of delivery with your order number and a photo of the problem. We will send a free replacement or give you a full refund, whichever you prefer. You don't need to send the item back.

Lost packages

If tracking shows no movement for 10 business days, or your package is marked delivered but hasn't arrived, contact us and we will work with the carrier to resolve it.

How refunds are paid

Approved refunds go back to your original payment method within 10 business days. Your bank or card company may take a few extra days to show it.

EU and UK customers

Personalized items made to your specifications are exempt from the 14-day cancellation right. You can still cancel for a full refund at any time before you approve your proof, as described above.