Refund Policy

PawStars products are custom-made from your photo. We cannot accept returns or offer refunds because you change your mind, once we have started making your item. If an item arrives damaged, faulty, or not as described, we will put it right.

Why personalised items cannot be returned

Each print, mug, bag, digital portrait or other gift is made to your specification: your pet photo, character, size and options. Personalised goods like this are exempt from the 14-day “cooling-off” cancellation right that applies to many other online purchases (Consumer Contracts Regulations 2013), including personalised digital downloads.

We also cannot resell a returned item, so unused-but-unwanted personalised products are not refundable.

When we will refund or replace

You are entitled to a repair, replacement or refund if an item:

• arrives damaged or with a manufacturing defect;
• is not as described (for example the wrong size or product);
• was printed from the wrong artwork because of our error.

Email support@paw-stars.com within 14 days of delivery, with your order number and clear photos of the issue and packaging. We will usually reprint and reship at no extra cost. If a reprint is not practical, we will refund the item (and shipping, if the whole order is affected).

Artwork proofs

We email a proof before printing or sending a digital file. Please review it carefully. If you approve the proof, we print that version or email that approved JPEG. We cannot refund because you later dislike a character, crop or style that you approved, or because the photo you supplied was blurry, dark or low resolution.

If the delivered print or download file does not reasonably match the approved proof, that is our error and we will reprint, resend the file, or refund.

Cancelled orders

If you ask us to cancel before we have started generating artwork or sending a proof, we will refund you in full. Once artwork work or printing has begun, we cannot cancel for change of mind.

Etsy orders

The same made-to-order rules apply. Refunds for Etsy purchases are processed through Etsy where required. Contact us first so we can investigate a defect; you can also use Etsy’s help tools if needed.

Digital download listings on Etsy include a static instruction PDF so Etsy can publish the listing. That file is not your finished portrait. The personalised JPEG is emailed by PawStars after you upload your photo and approve the artwork.

Your legal rights

This policy does not affect your rights under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement or refund.

Questions about these policies? Email support@paw-stars.com, call +44 (0)303 330 1650 (Monday to Friday, 9am–6pm GMT), or use our contact form.