Refund policy
Refund & Return Policy
At Pawrelic, every personalized keepsake is handcrafted to order from your pet’s photo. Please review this policy before placing your order.
1. Custom-Made Products
Once production starts, personalized items cannot be returned simply because you change your mind. The cancellation terms below apply to custom orders.
2. Order Cancellation & Refunds
- Within 24 hours of payment: cancel for a full refund.
- After 24 hours and within 48 hours: cancellation is available with a 50% refund. The other 50% covers materials and labor.
- After 48 hours: production has begun, and change-of-mind modifications, cancellations, and refunds are unavailable.
Cancellation windows are measured from payment. Email us your order number to request a cancellation.
3. Pet Likeness & Minor Adjustments
Our portraits interpret your photo through hand carving and coloring; they are not photographic replicas. For minor adjustments, contact us with photos first. We can arrange approved revisions; you pay return postage.
4. Packaging Videos & Delivery Inspection
Before every order ships, we record its packaging and send you the video.
If your order is damaged, incorrect, or missing, contact us promptly. Share your order number, photos, and an unboxing video if available. Keep the item and packaging for review or a carrier claim.
5. Approved Returns & Refund Processing
Contact us before sending anything back; we will provide return instructions. For approved shipping-damage returns, you pay return postage unless otherwise confirmed or required by law.
After receiving an approved return, we issue the eligible refund to your original payment method within 30 days and email confirmation. Approved cancellations do not require a return and are refunded promptly.
6. Refused Deliveries
Shipped orders cannot be canceled. Refusing delivery alone does not qualify an order for a refund.
7. Estimated Dispatch
Estimated dispatch is 2–4 weeks. This is the time before shipment; delivery time after dispatch is additional and varies by destination.
Contact Us
For questions or requests, email xuebinzheng42@gmail.com or use our contact form. Include your order number.
The change-of-mind restrictions above do not exclude remedies for confirmed defects or incorrect items, or any rights provided by applicable law.