Return & Refund Policy

We stand behind the quality and craftsmanship of every item we create. Due to the personalized nature of our products, our return policy is structured as follows:

1. For Custom & Made-to-Order Items
These items are crafted specifically for you based on your requests, making them inherently unique and non-resalable.

  • All sales are final once production has begun. We cannot accept returns, exchanges, or offer refunds for change of mind or incorrect size/color selection after customization details are confirmed and work commences.

  • Exceptions :

    • Quality Issue : If the item arrives damaged, defective, or significantly differs from the agreed-upon design, please contact us within 7 days of delivery with clear photos. We will gladly arrange for a repair, replacement, or full refund.

    • Non-Delivery : If your tracked package is lost in transit, we will either reship the item or provide a full refund.

2. For Ready-to-Ship Items

  • Before Shipment : You may cancel your order for a full refund if we have not yet shipped it. Please contact us immediately.

  • After Shipment :

    • Quality Issue : As above, contact us within 7 days of delivery with photos for a resolution (refund or replacement).

    • Non-Delivery : As above, we will resolve any lost package issues.

    • Change of Mind : Unworn, unused ready-to-ship items in original packaging may be returned within 14 days of delivery for a store credit or exchange. The customer is responsible for return shipping costs.

3. How to Initiate a Return 

  1. Contact Us: Please email pawmake@outlook.com within the applicable timeframe stated above. Include your order number and detailed photos/description of the issue.

  2. Assessment & Instructions: We will review your request and, if applicable, provide you with a Return Authorization and shipping instructions. Please do not ship items back without our prior authorization.

  3. Resolution: Once the return is received and inspected, we will notify you of the approval or rejection of your refund/replacement. If approved, your refund will be processed to your original payment method within 5-10 business days.

4. Important Notes 

  • Return Shipping Costs: For approved quality-related returns, we will cover the return shipping cost. For other situations, the customer is responsible for return shipping.

  • Item Condition: To be eligible for a return (where applicable), the item must be unused, in its original packaging, and in the same condition you received it.

We want you to love your purchase. If you have any questions before ordering, please reach out! We are happy to clarify any details about customization or the product itself to ensure it meets your expectations.