Política de reembolso
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at thepawject@outlook.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at thepawject@outlook.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at thepawject@outlook.com.
Return & Refund Policy
At The Pawject, every item is custom-made uniquely for your pet using Print-on-Demand craftsmanship. Because each product is personalized and created exclusively for you, we are unable to accept returns or exchanges due to change of mind, wrong size, or incorrect photo submission.
However, your satisfaction is very important to us. If there is any issue with your order, we are here to help with refunds or replacements under the conditions below.
1. No Returns or Exchanges
Because all products are custom-made, we do not accept:
- Returns
- Exchanges
- Refunds for customer errors (e.g., wrong photo uploaded, wrong pet name entered, wrong variant selected)
Please double-check your order details before checking out.
2. Refunds or Replacements (If Applicable)
We offer refunds or free replacements in the following cases:
Damaged or Defective Item
If your item arrives damaged, misprinted, blurry, or materially flawed, please contact us within 5 days of delivery. Upon approval of your claim, your item will be replaced and shipped ASAP.
Wrong Item Received
If you received the wrong product (wrong design, wrong pet, wrong size than what you ordered), we will replace it at no cost.
Lost in Transit
If your package is lost during shipping, we will resend your order after confirming with the carrier.
To process your case, please provide your order number, and email our support team at: service@thepawject.com
3. Order Changes & Cancellations
Because production begins shortly after an order is placed, cancellations or modifications are only accepted within 12 hours of purchase.
After this window, your order may have already entered production and cannot be changed.
4. Color, Style & Material Variations
Please note:
- Colors may vary slightly due to screen settings.
- Final artwork is based on the pet photo you provide. We email a digital proof within 2 business days (timing may vary by style/product). Please reply within 24 hours; if you need changes; if we don’t hear back, we’ll proceed to production.
5. Customer Responsibility
Refunds or replacements are not provided for:
- Using low-quality or unclear photos
- Typos or mistakes entered by the customer
- Incorrect address or failed delivery due to customer input
- Change of mind after production starts
6. How to Submit a Refund/Replacement Request
Please email our support team at:
📧 service@thepawject.com
Include:
- Order number
- Description of the issue
- Clear photos showing the problem
Our team will respond within 1–2 business days.
7. Shipping Costs
For approved refunds, shipping costs are refundable.
For replacement orders due to product issues, shipping is free.
8.Notes on Refunds
- Refunds will be returned to the original payment method used for the order.
- After processing, refunds usually take 3–5 business days to appear in your account.
9. Final Disclaimer
The Pawject reserves the right to refuse refunds or replacements for cases that do not meet the criteria listed above.