Legal
Terms & Conditions
Last updated 20 August 2026
These terms apply when you buy from PawStars via paw-stars.com. By placing an order you agree to them. If you buy on Etsy, Etsy’s checkout terms also apply; these terms still cover how we make and fulfil your personalised item.
About us
PawStars is a UK-based shop selling personalised pet portraits and made-to-order gifts. Contact details are on our Contact page.
Made to order
Every item is created from your photo and choices (product, character, size, colour and any design). Production does not start until we have your photo and you have approved the artwork proof we send you.
That includes personalised digital downloads: you still choose a character, upload a pet photo and approve the artwork. We then email a high-resolution JPEG instead of printing and shipping a physical product.
Because goods are made to your specification, the usual 14-day cancellation right for distance sales does not apply once we have started making your item. That is the rule for clearly personalised goods under the Consumer Contracts Regulations 2013. Your rights if something is faulty still apply — see our Refund Policy.
Your order
An order is an offer to buy. We accept it when we confirm payment and send your order confirmation. We may refuse or cancel an order if we cannot fulfil it, if there is an obvious pricing error, or if we suspect fraud. If we cancel before production, we will refund you.
Prices are shown in GBP and include VAT where applicable. Shipping for physical items is calculated at website checkout from your delivery address and items. Digital downloads have no shipping charge. Etsy orders use the shipping shown on Etsy (digital Etsy listings have no postage).
Photos and artwork
You must own the photo you upload, or have permission to use it. You grant us a licence to use that photo solely to create, print or deliver your order and to provide support.
Artwork is a stylised portrait, not a photograph. Results depend on photo quality. We will email a proof for you to approve or request changes. Once you approve, we print that approved artwork for physical products, or email a high-resolution JPEG for digital downloads. Please check names, spelling and details on the proof carefully.
Delivery
Delivery times for physical products are estimates and start after artwork approval, not from the moment you pay. See Shipping & Delivery.
Digital downloads are not shipped. After you approve the artwork we email a download link (and you can also download from your order page).
Our liability
Nothing in these terms limits your statutory rights, or our liability for death or personal injury caused by negligence, or for fraud. We are not liable for delays or failure caused by events outside our reasonable control, including issues at our print or delivery partners.
For any other loss, our liability is limited to the amount you paid for the affected order.
Governing law
These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings there. UK consumers keep their mandatory legal rights.
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.