Refund policy

Returns & Refunds Policy

Every Paw Hug product is made to order from the photo you send us. This policy explains what happens if something isn't right.

1. Before we start making your order

A person checks every photo before anything is made. If your photo can't give a good result, we email you. You can send a different photo, or cancel for a full refund.
If you change your mind before production starts, email us and we will cancel your order with a full refund.
Once production has started, we can't cancel the order, because the item is being made for you.

2. Change-of-mind returns

Because each item is personalised with your pet's photo and can't be resold, we can't accept returns or exchanges for a change of mind, including choosing the wrong size or style.

3. Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or doesn't match what you ordered:

Email us within 7 days of delivery with your order number and clear photos of the problem and the packaging.
We will remake and resend the item, or give you a full refund. You don't need to send the item back unless we ask.

4. What isn't a fault

Please read these before ordering. They are normal for made-to-order printed products:

Small size differences, as listed on each product page.
Slight colour differences between your screen and the printed item.
Results limited by the photo you sent, for example blur or a cropped-off ear or paw. We print and model from what you upload and don't draw in missing parts.
Figurines are cartoon-style and simplified on purpose, and may show fine layer lines up close.

5. Lost parcels

If tracking shows no movement for a long time or your parcel is confirmed lost, email us. We will check with the carrier, and if it is lost we will remake and resend it or refund you.

6. How refunds are paid

Refunds go back to your original payment method.
Once approved, we process the refund within 5 business days. Your bank or card provider may take a few more days to show it.

7. Your consumer rights

Nothing in this policy limits any rights you have under the consumer laws of your country, including the Australian Consumer Law and the New Zealand Consumer Guarantees Act.