Order & Refund Policy

Quotes and payment

Prices shown on this website are starting prices in USD. Your final price may change based on size, number of pets, pose, materials, special details, and destination. We will confirm an itemized final quote for your approval before sending a PayPal invoice.

By making the first payment, you confirm the approved quote and these order terms. A minimum first payment of 50% of the agreed order total starts production. The remaining balance and confirmed shipping charge must be paid before dispatch. No payment is taken directly on this website.

Cancellations

You may cancel without charge before making a payment. If you ask to cancel after paying but before production begins, please contact us promptly. Any refund may be reduced by non-recoverable costs or fees already committed for your order, where permitted by applicable law.

After production begins, amounts already paid may be retained to reasonably cover custom design work, labor, and materials already committed, to the extent permitted by applicable law. If Paw & Love Studio cannot complete your order, we will refund amounts paid for unfulfilled work.

Revisions and approvals

Your order includes up to two rounds of reasonable revisions during the agreed preview stage. These may include small adjustments to visible details, color, layout, or presentation that remain within the approved design.

Major changes, a new source photo, a different pose or product, added pets, or changes requested after final approval may require an additional quote and may extend production time. We will tell you before any extra charge is added.

Custom products and returns

Because each piece is personalized from your photos and specifications, custom products are not eligible for change-of-mind returns after production begins. This does not apply when a product is faulty, arrives damaged, is materially different from the approved description, or when applicable law gives you a non-waivable remedy.

Handmade work may include small natural variations in shape, color, texture, or brushwork. These are not normally defects when the finished piece remains consistent with the approved design and product description.

Production and worldwide shipping

The usual production estimate is 15–30 days. It begins after we receive the first payment and adequate reference photos, measurements, text, and other requested details. Complex orders, revision requests, or late customer responses may extend the estimate; we will communicate material delays and available options.

Shipping transit time is additional and depends on the destination, customs, and carrier. Customers are responsible for providing a complete delivery address and for any import tax or duty required by the destination, unless our written quote states otherwise.

Transit damage or delivery problems

If your order arrives damaged, please email us within 48 hours of delivery so we can help quickly. Keep the product and all packaging, and include clear photos or video of the parcel, shipping label, packaging, and damage. This helps us assess the issue and work with the carrier.

A later report does not remove any consumer right that cannot legally be waived. For a confirmed problem, we will assess an appropriate remedy, which may be repair, remake, replacement, partial refund, or full refund depending on the circumstances and applicable law.

Refunds and remedies

Approved refunds are normally returned to the original payment method where possible. Processing time can vary by payment provider. A remedy will be based on the nature of the problem, the work already completed, the approved specification, and any rights available under applicable law.

Your legal rights

This policy does not limit or exclude any right or remedy that cannot be waived under the consumer law that applies to your purchase. Where this policy conflicts with a mandatory legal requirement, that requirement controls.

Questions about an order can be sent through our contact page. Please include your name, PayPal invoice number if available, and a short description of the issue.

Reward-wheel promotional terms

No purchase is required to unlock one reward-wheel spin. An email address and marketing consent are required, and only one active result may be held per email. For the current promotion, eligible new spins receive approximately a 90% overall chance of $5 off and a 6.9% overall chance of $10 off, with the remaining outcomes allocated to the limited $25, $50, and free-keepsake schedule below. A result is selected securely by the website and cannot be changed after the spin is prepared.

The “Thank you for playing” segment remains visible as part of the wheel design but has a 0% selection rate in the current promotion. The $25 reward is scheduled on each 70th eligible new wheel claim, the $50 reward on each 90th, and the free-keepsake reward on each 100th. If rare-prize thresholds overlap on the same claim, the highest-value available reward applies and only one reward is issued.

Discount and free-keepsake codes expire 24 hours after claim and must be submitted with the same email address before expiry. A free-keepsake reward covers one standard individual keepsake up to a maximum product value of $199 USD. Shipping, taxes, duties, premium materials, upgrades, extra pets, additional customization, bundles, and other offers are excluded. Rewards have no cash value, are not transferable, and cannot be combined with bundle savings or another promotion.

Paw & Love Studio may reject automated, duplicate, manipulated, or fraudulent claims and may correct a clear technical error. Any mandatory local promotion restriction or consumer law continues to apply.