Return and Refund
At PawBuddy, every order is made-to-order, carefully customized, and hand-edited with love. Because our products are personalized, we handle returns and refunds differently for digital files and physical products. Please review the details below.
1. Digital File Orders
General Policy
Each digital artwork is custom-made and delivered electronically. Because digital files cannot be physically returned, we do not accept returns once the file has been delivered.
That said, your satisfaction is very important to us - if something goes wrong, we’ll make it right.
Eligible for Replacements or Refunds
We will offer a free redo or a full refund if:
- The file you received does not match your order confirmation.
- A technical issue on our side makes the file incomplete, corrupted, or unusable
- A personalization error was made by our team (for example, incorrect name, wrong design, or misplaced pet image, even though you provided accurate information).
How to Request Support
1. Contact us at support@yourpawbuddy.com within 30 days of file delivery.
2. Include your order number and a screenshot or clear description of the issue.
3. Our team will review your request and respond within 1–3 business days.
Non-Refundable Situations
Refunds or replacements will not be issued for:
- Incorrect personalization details provided by the customer (e.g., misspelled name, wrong style selected).
- The file matches your approved order, with only minor color variations due to device or screen differences.
- The request is made after the 30-day window.
- Change of mind or cancellation after the artwork has been delivered.
Need Help?
If you’re unsure whether your issue qualifies for a replacement or refund, please reach out to us at support@yourpawbuddy.com, our team is always happy to help.
2. Physical Product Orders
General Policy
You may request a return, exchange, or refund within 30 days from the date your order was delivered. Requests made after this period will not be eligible.
Eligible Return & Refund Conditions
Product Defects or Errors (Free Returns)
You are eligible for a free replacement or a 100% refund if:
- The product is defective, damaged, or deformed during production or shipping.
- The personalization or design differs from the details you provided.
- There are print or quality issues caused by our production process.
In these cases, return shipping is free, and no additional cost will apply.
Change of Mind or Unsuitable Product (Customer-Paid Returns)
If your product is not defective but you find it unsuitable or wish to return it:
- The product must be unused, in new condition, and in its original packaging.
- Return shipping costs will be covered by the customer.
Return & Exchange Method
- Carefully repackage the item in its original packaging.
- Attach the return shipping label we provide.
- Place the parcel in your mailbox or designated pickup location.
- A courier will collect it at the scheduled pickup time.
Refund Processing Time
Refunds will be processed within 7 business days after your return request is approved and the item has been picked up by the delivery carrier. Refunds will be issued to your original payment method.
How to Start a Return or Exchange
1. Contact our customer service at support@yourpawbuddy.com within 30 days of delivery.
2. Provide your order number, photos, and a brief explanation of your reason for return.
3. Our team will review your request within 1-3 business days.
4. Once both sides confirm, we’ll send you a return shipping label and guide you through the next steps.
Non-Refundable Cases
Refunds or replacements will not be issued if:
- The return request is made after 30 days from delivery.
- The item was personalized incorrectly due to customer-provided details (spelling, name, date, or photo).
- There are minor color variations caused by screen differences.
- The product is not in original condition or missing parts not caused by our error.
- You changed your mind after production started.
Return Address
A return address will be provided once your request is approved. Please do not send items back before receiving confirmation from our team.
Need Help?
If you’re unsure whether your issue qualifies for a replacement or refund, please reach out to us at support@yourpawbuddy.com, our team is always happy to help.