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Refund and Exchange Policy
Email：hello@pawows.com
☎: +1(650) 503-4511
Cancellations/Replacement
· For Custom Product
About cancellation：
We only support the following forms of refund requests:
1. Customers who request to cancel the order within 24 hours after placing the order will receive a full refund; refund requests beyond this time frame will not be accepted.
2. If the product you received has quality problems ( including damaged / quantity missing, or the actual product is different from the product you ordered), you can contact us within 30 days after receiving the product and ask for a refund; refund requests beyond this time frame will not be accepted.
Our team will complete the refund for you within 3 working days based on the information provided.
*Please note that we do not support any demand for refunds other than the above.
All products are custom made, we can not resell them to others, we also spend time on the service, and services are not refundable.
About replacement：
If the product you received has quality problems ( including damaged / quantity missing, or the actual product is different from the product you ordered), please contact us within 30 days of receiving the product. We will organize for a replacement product to be sent to you under an accelerated shipping arrangement. We only request that you share an image of the damaged product so that we can assess whether your case is eligible for the exchange policy.
We will complete the replacement service for you within 3 working days.
*Please note that we do not accept replacement reasons other than quality problems.
All products are custom made, we can not resell them to others, we also spend time on the service, and services are not refundable.
About Shipment：
In the event of a failed initial delivery due to an incorrect address, we provide only once complimentary re-delivery service. However, please note that if the second delivery attempt is unsuccessful, we cannot be held responsible for any resulting losses or damages. It is crucial to ensure the accuracy of the provided address to avoid any delivery complications.
*Please ensure that you provide the correct shipping address for delivery.
· For In-stock Product
About cancellation：
We only support the following forms of refund requests:
1. Customers who request to cancel the order within 24 hours after placing the order will receive a full refund; refund requests beyond this time frame will not be accepted.
Our team will complete the refund for you within 3 working days after you contact us.
2. If the product you received has quality problems ( including damaged / quantity missing), you can contact us within 30 days after receiving the product and ask for a refund; refund requests beyond this time frame will not be accepted.
Our team will complete the refund for you within 3 working days after we received the product you send back to us.
*Please note that we do not support any demand for refunds other than the above.
About replacement：
If the product you received has quality problems ( including damaged / quantity missing, or the actual product is different from the product you ordered), please contact us within 30 days of receiving the product. We will organize for a replacement product to be sent to you under an accelerated shipping arrangement.
If the product you received has no quality problems, you can also contact us to replace it for you if you want. Please contact us within 30 days after receiving the product.
We will complete the replacement service for you within 3 working days.
*Please note that we do not accept replacement reasons other than quality problems.
Q: Do I need to send it back?
Yes. After confirming that your case complies with the exchange policy, we will let you know our delivery address to which you will need to mail the product.
Style, Font, and Photo Changes
As long as it’s within one day (24 hours) of placing your order, we can make any changes necessary. Send us an email here with your order number in the subject line and any changes in the body. We’ll get back to you ASAP and make it happen!
Address Changes
If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our factory!
Photo Quality
Better Photo = Better Product! Pawowsis not Magician!
If the bad printing result is caused by the poor quality of your photo, we will refuse the refund. Here is what's good photo>>
Product Image Disclaimer
Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every photograph in production will accurately depict the actual color of the merchandise due to changes in screen resolution. Please contact us with any questions about the color, material, or font of an item before purchasing.
Lost Packages
If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait another two weeks before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically throughout the two weeks to track its progress and provide accurate updates.
Damaged / Misprinted Items
Damaged/Misprinted Items can be replaced or returned within 30 days from delivery date. After this 30 days period, Pawows is not responsible for replacing any damaged or misprinted items.
If the product arrives defective, we will resend it free of charge or refund.
Please send us an email with your order number and an image of the product you received. Our team will reply you within 3 business days.
If you want to replace the product, we will resend you new one within 5 business days. You don’t need to send it back, because your item is specially made for you.
If you want a refund, we will apply for a refund for you within 3 business days.
If you are receiving a refund through any major credit card, the refund processing time is 1-2 business days. If you are receiving a refund through PayPal, the refund processing time is 7-10 business days.
You don’t need to send it back, because your item is specially made for you.
Note:
1. The refund processing time time may vary slightly due to different payment channels.
2. Whatever style, font, and image you upload will be printed on your item. If the incorrect style, font, or image is selected and sent out to you, Pawows is not responsible for replacing these items.
3. When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.