Refund policy

Returns & Refunds Policy

Thank you for shopping with pawtrait. Every piece we make is personalised with your pet’s photo and name, so please read the following before you order.

Personalised items
All of our necklaces are made to order to your exact specifications. Because they are clearly personalised, they are exempt from the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This means we are unable to accept returns or offer refunds if you simply change your mind or ordered the wrong colour or size.

Changes and cancellations before production
We want you to be happy with your order. If you need to change or cancel your order, contact us within [24] hours of placing it, and before it has gone into production, and we will gladly help. Once production has started, we can no longer make changes or cancel.

Please check your order carefully
Before you complete your purchase, please double-check your pet’s name, spelling, photo, colour and number of pendants. We make each item exactly as submitted, so we cannot offer a replacement or refund for mistakes in the details provided (for example a misspelt name or a blurry photo you uploaded).

Faulty, damaged or incorrect items
Your statutory rights are not affected. If your necklace arrives damaged, faulty, or does not match what you ordered, please contact us at [email] within [14] days of delivery with your order number and clear photos of the item and packaging. We will, at your choice, repair it, replace it, or refund you in full. We may ask you to return the item, in which case we will cover the return cost.

Lost or delayed parcels
Delivery usually takes 5 to 12 days. If your parcel has not arrived after [20] days, contact us and we will investigate with the carrier and, if needed, send a replacement or issue a refund.

Refunds
Approved refunds are issued to your original payment method within 14 days of us agreeing the refund or receiving the returned item, whichever applies. Delivery is free on all orders.

Contact us
Email: Baoakhykh@gmail.com · Response time: within [1-2 business days]
Full Factory Limited