Refund policy
Refund Policy
Pawfin creates personalised and custom-made products from customer-supplied photos and instructions. Because these products are made specifically for you, we do not accept returns, exchanges or refunds for change of mind once production has started.
Damaged, defective or incorrect items
If your order arrives damaged, defective, or materially different from what was approved or ordered, please contact us at pawfin@protonmail.com within 7 days of delivery. Include your order number and clear photos showing the problem.
Where the problem is confirmed to be our error or a product defect, Pawfin will arrange an appropriate replacement or refund at no additional cost to you.
Custom printed products
For products that include an artwork proof, you will receive one proof and one reasonable revision before production. Production begins only after final approval. Once the final proof has been approved and production has begun, the order cannot be cancelled or refunded for change of mind.
If an acceptable result cannot be reached after the included revision and the product has not yet entered production, the affected custom item may be refunded.
Hand-painted products
Hand-painted pet portrait products are individually created by hand and do not use a proof-and-revision process. Because of their personalised and handmade nature, they cannot be returned or exchanged for change of mind. This does not affect remedies for damaged, defective or incorrect items.
Customer-supplied images
Customers are responsible for supplying suitable photographs and for confirming that they have permission to use the images provided to Pawfin.
Donations
Donation purchases made through Pawfin are non-refundable once transferred to the beneficiary rescue organisation.
Shipping charges
Original shipping charges are not refundable unless the return is required because of an error by Pawfin or a defective or incorrect item.
To report a problem with an order, contact pawfin@protonmail.com and include your order number.