Política de reembolso

Our Promise

At The Pawject, every keepsake is custom-made just for you and your pet.

Before production begins, we provide a free artwork preview and revision process whenever applicable, giving you the opportunity to review and approve your design before it is made.

Because each item is personalized and produced specifically for your order, we do not accept returns or exchanges for non-quality-related reasons. However, if something isn’t right with your order, we’re here to help.

Replacements for Quality Issues

If your order arrives damaged, defective, incorrect, or significantly different from the approved artwork, please contact us within 7 days of delivery.

To help us resolve the issue as quickly as possible, please include:

  • Your order number
  • A description of the issue
  • Clear photos showing the problem

Once reviewed and approved, we will provide a replacement at no additional cost.

Examples of eligible quality issues include:

  • The item arrived damaged during shipping
  • Incorrect item received
  • Manufacturing defect
  • Significant production error compared to the approved artwork

Personalized Products & Non-Returnable Orders

All products sold by The Pawject are personalized and made-to-order.

For this reason, we do not accept returns, exchanges, or refunds for:

  • Change of mind
  • Incorrect size, style, color, or customization options selected during checkout
  • Dissatisfaction with a design that was approved before production
  • Minor variations in color, placement, or appearance caused by screen settings, lighting, or production processes
  • Orders where the provided photo quality affects the final result

We encourage customers to carefully review all customization details and artwork previews before approving production.

Order Changes & Cancellations

Orders may be modified or canceled within 12 hours of purchase.

Once design work has begun or production has started, orders cannot be canceled, changed, or refunded.

If you need assistance with an existing order, please contact us as soon as possible and we’ll do our best to help.

Lost Packages

If your package is confirmed lost in transit by the shipping carrier, we will arrange a replacement at no additional cost.

Please note that delays caused by customs processing, weather conditions, carrier disruptions, or other circumstances outside our control are not considered lost packages.

European Union Customers

Under Article 16(c) of the EU Consumer Rights Directive, the standard 14-day cooling-off period does not apply to goods that are made to the consumer’s specifications or are clearly personalized.

Because all products sold by The Pawject are custom-made and personalized according to your submitted photos, artwork, names, and customization choices, orders are not eligible for cancellation, return, or refund once production has begun.

This does not affect your rights in cases where an item arrives damaged, defective, incorrect, or otherwise fails to meet applicable consumer protection laws. In such cases, please contact us within 7 days of delivery and we will gladly arrange a replacement or other appropriate resolution.

Need Help?

If you have any questions regarding your order, please contact us:

service@thepawject.com

Our team will be happy to assist you.