Refund policy
Return and Refund Policy
Thank you for choosing Paw Baby. Each of our wool felt portraits is handcrafted with care and customized specifically for you. Please review our policy before placing your order.
Return Policy
Due to the personalized nature of our products, we do not accept returns or refunds based on subjective preferences (e.g., "I don't like the result").
Refunds or remakes are only offered if:
- The item arrives damaged, or
- There is a production error caused by our team
Order Cancellations
You may request to cancel your order as long as production has not started. Please contact us at rose@pawbabyart.com within 12 hours of placing your order to increase the chance of cancellation. Once production begins, cancellations will no longer be possible.
Remakes or Refunds for Defective Orders
If your order arrives damaged or contains errors made by us, please contact us within 7 days of delivery. You will have the option to:
- Receive a full refund, or
- Have the portrait remade at no additional cost
To initiate a claim, email rose@pawbabyart.com with your order number and clear photos of the issue.
Lost or Undelivered Packages
If your package is marked as delivered but not received, please check with neighbors or your local postal office.
If the package is lost in transit and never marked as delivered, we will assist in filing a claim with the shipping carrier. Based on the outcome, we will either remake the item or issue a refund.
Non-refundable Situations
Refunds will not be issued for:
- Incorrect or low-quality photos submitted by the customer
- Cancellation requests made after production has started
- Custom orders completed according to approved photos and specifications