Refund policy

  • For Custom Portraits

Every Pawlo custom portrait is made just for you and your pet — which means our policy for custom products works a little differently than a standard retail return. Here's exactly how it works, at every stage of your order.

Note: this policy applies to custom, personalized portraits only. If you purchased a non-customized item, it's covered by our standard return policy instead.

1. Cancelling Your Order

You can cancel and receive a full refund within 2 hours of placing your order, no questions asked.

After 2 hours, work on your order has begun, so we're no longer able to accept cancellations.

2. Before You Approve Your Preview

Once your portrait is finished, we'll send you a preview before anything goes into production.

  • You're welcome to request changes until you're happy with the result.
  • If you decide you'd rather not continue, you can request a full refund at any point before you approve your preview.

3. After You Approve Your Design

Once you approve your preview, your portrait moves into production. Because each piece is made specifically for you, we're unable to offer refunds for a change of mind after approval.

This is the one moment in the process worth pausing on — take a good look before you hit approve.

4. After Your Order Arrives

If something went wrong on our end — your item arrived damaged, was made or printed incorrectly, or went missing in transit — we'll fix it at no cost to you. Just reach out within 30 days of delivery with your order number and a photo of the issue, and we'll send a free replacement.

If you're not happy with how the portrait turned out — you feel it doesn't quite capture your pet, for instance — contact us within 30 days of delivery. We'll work with you on a free revision to get it right.

Because every Pawlo portrait is custom-made for you, it isn't eligible for standard "change of mind" returns once approved — this policy exists to make sure you're fully happy with your preview before we bring it to life.


  • Standard Return & Refund Policy (for Non-Customized Products)

30 Days Return Warranty

We hope you love what you've ordered, but if something isn't quite right, we accept returns within 30 days of delivery for most items in new condition.

If you have any troubles with your order, please send us a message at support@pawlo.pet and give us a chance to make it right.We will get back to you within 1-2 business days.

Returns

All return shipping costs and tariffs will be covered by the customer, unless there is a quality issue.

For quality issues, our team will reply to your email to discuss solutions.

Customized products do not accept any returns or exchanges.

Please note that do not send returned items to the sender's address from the package you received. We will not accept any returns without you contacting us first.

      Conditions

  • All items must be in good shape, unused, unworn, and contain all its parts with their original tags/package.
  • Free gifts (excluding free stickers) must be in good shape, unused, unworn, and returned at once.
  • Dog snoods,dog headwear cannot be returned for hygiene reasons. Clearance items are non-returnable as well.
  • Shipping costs are non-refundable.

Exchanges

Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package.