Refund Policy

1. Overview

At Pawtrait, we want you to be completely satisfied with your purchase. Because all of our products are custom-made to order with your unique pet portrait design, we have specific policies regarding returns and refunds.

2. Custom-Made Products

All Pawtrait products are made-to-order specifically for you:

• Products are created with your custom AI-generated pet portrait
• Each item is printed and manufactured after you place your order
• We do not keep inventory of pre-made products
• This allows us to offer a wide variety of products and customization options

3. Satisfaction Guarantee

We stand behind the quality of our products. If you're not satisfied with your order, we offer:

• 30-Day Quality Guarantee: Report defects within 30 days of delivery
• Production Error Coverage: We'll replace items with printing or manufacturing defects
• Damage Coverage: We'll replace or refund items damaged during shipping

4. Eligible for Refund or Replacement

We will provide a refund or replacement for products that arrive:

• Damaged during shipping
• With printing defects (misprints, color errors, poor quality)
• With manufacturing defects (incorrect size, material defects)
• Wrong item shipped (different product than ordered)
• Missing items from your order

To qualify for a refund or replacement, you must:

• Contact us within 30 days of receiving your order
• Provide clear photos showing the defect or damage
• Provide your order number
• Describe the issue in detail

5. NOT Eligible for Refund

Due to the custom nature of our products, we cannot accept returns or provide refunds for:

• Change of mind: If you simply decide you don't want the product
• Design dissatisfaction: If you're unhappy with how the AI-generated art looks (you approved the design before ordering)
• Size issues: If you ordered the wrong size (dimensions are clearly listed)
• Color variations: Minor color differences between your screen and the printed product
• Buyer's remorse: General dissatisfaction after receiving the product
• Incorrect address: Items delivered to the address you provided
• Unclaimed packages: Items returned to sender because they weren't claimed

6. Cancellation Policy

Because we begin production immediately after you place your order:

• Within 2 hours: Orders may be canceled for a full refund if production hasn't started
• After 2 hours: Orders cannot be canceled as they are likely already in production
• After production: Orders cannot be canceled or refunded unless defective

To request a cancellation, contact us immediately at support@pawtrait.com with your order number.

7. How to Request a Refund or Replacement

If you believe your order qualifies for a refund or replacement:

1. Contact us at support@pawtrait.com within 30 days of delivery
2. Include your order number in the subject line
3. Describe the issue with your product
4. Attach clear photos showing:
   • The entire product
   • Close-ups of the defect or damage
   • The shipping label (if damaged in transit)
5. Our team will review your request within 2-3 business days

8. Refund Processing

If your refund is approved:

• Refunds are processed to the original payment method
• Processing takes 5-10 business days
• You'll receive an email confirmation when the refund is processed
• Bank processing times vary (typically 3-5 business days)
• Shipping costs are not refundable (unless the error was ours)

9. Replacement Products

If we send you a replacement product:

• Replacement orders are prioritized in production
• You'll receive tracking information once shipped
• Standard shipping times apply
• No charge for replacement or shipping
• You may be asked to return or dispose of the defective item

10. Lost or Stolen Packages

For packages that tracking shows as delivered but you didn't receive:

• Check with neighbors and household members
• Verify the shipping address on your order
• Contact your local post office or carrier
• File a claim with the shipping carrier
• Contact us if you need assistance with the carrier

Pawtrait is not responsible for lost or stolen packages that tracking confirms were delivered to the correct address.

11. Wrong Address

If you provided an incorrect shipping address:

• Contact us immediately after placing your order
• We may be able to update the address if production hasn't started
• If already shipped, you'll need to contact the carrier
• We cannot refund orders shipped to the address you provided
• Reshipping to a new address requires a new order at regular price

12. Quality Standards

We work with Printify, a leading print-on-demand provider, to ensure quality:

• Products are manufactured in professional facilities
• Quality control checks are performed before shipping
• We use high-quality materials and printing methods
• Minor variations in color and print quality are normal

13. International Orders

For international orders:

• You are responsible for any customs fees or import duties
• Customs fees are not included in the product price or shipping
• We cannot refund customs fees
• Refused packages due to customs fees are not eligible for refund
• Return shipping costs for international returns are not covered

14. Exceptions

We reserve the right to make exceptions to this policy on a case-by-case basis. Contact us to discuss your specific situation.

15. Prevention Tips

To ensure you're happy with your order:

• Preview your design carefully before ordering
• Check product dimensions and specifications
• Read product reviews if available
• Verify your shipping address is correct
• Use high-quality photos for the best AI results
• Contact support if you have questions before ordering

16. Contact Us

For any questions about our refund policy or to request a refund:

• Email: support@pawtrait.com
• Subject: Refund Request - Order #[your order number]
• Website: pawtrait.com/contact
• Response Time: 2-3 business days

Note: This refund policy is subject to change. We encourage you to review this page periodically for updates. Your purchase constitutes acceptance of the refund policy in effect at the time of purchase.