Refund policy

Last updated: June 30, 2026

Brand: Pawlette | pawlette.shop

Our 30-Day Happy-Tail Guarantee

We want every pet parent — and every pup — to be absolutely thrilled with their Pawlette order. If something isn't right, we'll make it right. That's our Happy-Tail Guarantee: you have 30 days from the date your order is delivered to reach out for a refund or replacement.

What Qualifies for a Return or Refund

You're covered if:

  • You received the wrong item (wrong product, wrong size, or wrong design)
  • Your item arrived damaged, defective, or with a print error
  • Your item was lost in transit and never delivered (see our Shipping Policy)

Because every Pawlette piece is printed to order just for you, we cannot accept returns for:

  • Change of mind or buyer's remorse
  • Wrong size selected at checkout — please review our size guide before ordering
  • Slight color variations due to monitor calibration differences (colors may appear slightly different on screen vs. print — this is normal and not considered a defect)

Custom Portraits & Personalized Items

Custom pet portrait orders and any other personalized items are non-refundable, except in cases where the item arrives defective, damaged, or materially different from what was ordered.

Because we begin creating your custom portrait immediately upon order, cancellations of personalized items are only accepted within 2 hours of placing your order. After that window, production has begun and we are unable to cancel or refund.

If your custom portrait arrives with a print defect or looks significantly different from the approved proof, please contact us — we will reprint or refund it, no questions asked.

How to Start a Return

1. Email us at support@pawlette.shop within 30 days of delivery.

2. Use the subject line: "Happy-Tail Return — Order #[your order number]"

3. Include:

  • Your order number
  • A brief description of the issue
  • Clear photos of the item and any defects (required for damaged/wrong-item claims)

4. We'll review your request and respond within 1–2 business days with next steps.

You do not need to ship the item back in most cases. For made-to-order items, we typically issue a replacement or refund without requiring a return shipment. We'll confirm this when we review your claim.

Refund Timing

Once your refund is approved:

  • Refunds are issued to your original payment method
  • Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer
  • You will receive a confirmation email when the refund has been processed

We do not offer store credit in lieu of a refund unless you prefer that option — just let us know.

Damaged or Wrong Items

If your order arrives damaged or you received the wrong item, please email us at support@pawlette.shop within 7 days of delivery with photos. We will send a replacement at no charge or issue a full refund — your choice. We cover all shipping costs for our errors.

Order Cancellations

Because our products are printed to order, we have a very short cancellation window. You may cancel your order within 2 hours of placing it by emailing support@pawlette.shop with your order number and the subject line "Cancellation Request."

After 2 hours, your order has entered the print queue and cannot be cancelled or modified.

Questions?

Our team is happy to help. Reach out at support@pawlette.shop — we respond within 1–2 business days.

*Pawlette | *