Refund policy
Pawcentage Return, Refund & Cancellation Policy
Thank you for shopping with Pawcentage. Because our products are made-to-order and personalized from your pet’s real photo, please read this policy carefully before purchasing.
1) Made-to-Order / Personalized Items (No Returns for Non-Quality Reasons)
All Pawcentage products are custom-created based on the photo(s) and information you submit. Therefore, we do not accept returns, exchanges, or refunds for non-quality-related reasons, including (but not limited to):
- Changing your mind after purchase
- Not liking the artistic style/aesthetic outcome
- Requests to change the pet, photo, text, or design after submission/approval
- Photo quality issues (blurry, dark, low resolution, heavily filtered, obstructed face, etc.)
- Minor differences in color due to screen settings, lighting, and normal printing variation
- Minor size/placement variations that do not affect normal use
Refunds/remakes are available only for eligible issues described in Section 8.
2) “One Product = One Pet” Customization Rule (Important)
Each customized product is designed for one (1) pet only. We do not combine multiple pets into a single product design unless the product listing explicitly states otherwise.
If you purchase multiple quantities of the same product (quantity greater than 1), we may email you to confirm whether:
- each item will feature a different pet, and/or
- the same pet/design should be used for all items, and/or
- any item-specific details are required.
Production may be paused until we receive your confirmation.
3) Custom Design Workflow (Customer Portal)
After placing an order, you will receive an order confirmation email with a link to the Pawcentage Customer Portal.
- Upload Photo(s): You upload the pet photo(s) required for your chosen product(s).
- Preview: Once ready, we upload your preview(s) to the portal and email you to review.
- Revisions: You may request up to 3 rounds of revisions total (including the first draft), within the scope of the original product and style.
- Approval: After you approve the final preview(s) for all items in the order, we begin production of the entire order.
4) Revisions, Approval Responsibility & No-Response Auto-Approval
Please review your preview(s) carefully before approving.
A) Revisions
You may request up to 3 rounds of revisions total (including the first draft). Revision requests must be reasonable and within the original product scope (for example, minor adjustments to the artwork, background, or text if applicable). Requests that effectively create a new product or a new pet/design may require a new purchase.
B) Customer Approval
By approving a preview, you confirm that the design, spelling/text, layout, and overall appearance are correct and acceptable.
Pawcentage cannot offer refunds or free remakes for issues that were visible in the preview and approved (for example: spelling, layout choices, or aesthetic/style preferences).
C) No-Response Auto-Approval (3-Day Rule)
To prevent delays and ensure timely production, if you do not approve or request changes within 3 days after we email you that your preview is ready (or after the preview is posted in the Customer Portal, whichever occurs first), your design will be automatically approved “as is,” and your order will proceed to production.
Once auto-approved and submitted to production, the order becomes locked and cannot be canceled or modified.
5) Cancellation & Order Changes
A) Before Photo Upload (Cancellation/Changes Allowed)
You may request to cancel your order or update order details (including shipping address) only before you upload any pet photo(s) in the Customer Portal.
B) After Photo Upload (Cancellation Not Allowed)
Once you upload photo(s), your order enters the design process and becomes non-cancellable and non-refundable, because work has started specifically for your custom order.
C) After Approval / Auto-Approval (Locked for Production)
After you approve your preview(s)—or your order is auto-approved under the 3-day rule—your order is sent to production and is locked. No further cancellations, refunds, or changes (including address changes) can be guaranteed after that point.
6) Photo Quality & Customer Responsibilities
To achieve the best results, customers are responsible for providing usable, clear photo(s). If a photo is too low-quality for the best outcome, we may request a replacement photo; however, results may still be limited depending on what is provided.
By submitting images, you confirm you own or have permission to use them and that they do not violate any third-party rights.
7) Shipping, Address Accuracy & Delivery Issues
Customers are responsible for entering the correct shipping address. If you need to change the address, you must do so before uploading pet photo(s).
Pawcentage is not responsible for delivery issues caused by an incorrect or incomplete address provided by the customer.
If tracking shows “Delivered” but you did not receive the package, please check with household members/neighbors and contact the carrier. We will assist where possible, but refunds/replacements are not guaranteed in these cases.
8) Eligible Issues (Replacement OR Refund)
If your order has an eligible issue, Pawcentage will provide either a replacement (remake) or a refund (not both), after review.
Eligible issues include:
- Item arrived damaged/broken
- Manufacturing defect (e.g., misprint, material flaw)
- You received the wrong item (different from what you ordered/approved)
- Missing items or missing parts (if applicable)
Not eligible (examples):
- Style preference (“I don’t like it”)
- Color differences between screens and print
- Results limited by customer-submitted photo quality
- Any outcome that matches the approved preview(s), including auto-approved previews
- Normal wear and tear, misuse, or accidental damage after delivery
9) Claim Deadlines (Important)
Please inspect your package immediately upon delivery and contact us at support@pawcentage.com within:
- 48 hours of delivery for damage, breakage, or defects
- 7 days of delivery for wrong item, missing items, or missing parts
Claims submitted after these timeframes may not be eligible for a replacement or refund.
10) Claim Procedure (Proof Required)
To submit a claim, please email support@pawcentage.com and include:
- Order number
- A brief description of the issue
-
Clear photo evidence, including (when applicable):
- Full item photo
- Close-up of the defect/damage
- Packaging photo and shipping label (recommended for shipping damage/wrong item)
Claims without adequate proof may not be reviewed.
Our support team typically replies within 24–48 business hours.
11) Replacement (Remake) Timeline
Once a remake is approved, we will produce and ship a replacement. Tracking information will be provided once shipped. Delivery time depends on production and carrier transit time.
12) Refund Timeline
If a refund is approved, it will be issued to your original payment method. Please allow 7–10 business days for the refund to appear, depending on your bank/payment provider.
13) Chargebacks & Dispute Resolution
If there is an issue with your order, please contact support@pawcentage.com first so we can resolve it quickly. We maintain records of portal uploads, previews, revision requests, and approvals/auto-approvals to help resolve disputes fairly. Unnecessary chargebacks may delay resolution.
14) Policy Updates
Pawcentage may update this policy from time to time. The version in effect at the time of purchase applies to your order.