Refund policy

Last updated: September 6, 2026

Pawtato Studio offers made-to-order and personalized pet products, as well as selected non-personalized items. This policy explains how return, refund, replacement, and cancellation requests are handled.

Personalized and made-to-order items

Personalized items are made specifically for you using details you provide, such as a pet photo, pet name, selected style, or custom design. Because these items are made to order, they cannot be returned, exchanged, or refunded because of a change of mind, a change in preference, an incorrect customer-provided name or photo, or a selection change after production has begun.

Please review your selected options and the information you send us before confirming your order. For personalized pet products, customization begins after we receive and confirm your pet photos and name.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item arrives damaged, defective, or different from the item you ordered, contact us within 48 hours of delivery at support@pawtatostudio.com. Include your order number and clear photos of the item, any damage, and the packaging where applicable.

We will review the information and provide an appropriate resolution for an approved issue. Depending on the circumstances, this may include a replacement, remake, refund, or another suitable solution.

Non-personalized items

Unless a product page states otherwise, you may request a return for an eligible non-personalized item within 15 days after delivery. Returned items must be unused, unlit, in their original condition, and returned with original packaging. Please contact us before sending anything back so we can review eligibility and provide return instructions.

Return shipping and international orders

For an approved return of a non-personalized item due to change of mind, the customer is responsible for return shipping costs. For an approved issue caused by damage, defect, or an incorrect item, we will provide an appropriate solution after review.

For international orders, original shipping charges, customs duties, taxes, and local handling fees are not refundable where they have already been charged or paid, except where required by applicable law.

Order cancellations

If you need to cancel an order, contact us as soon as possible. We can review cancellation requests only before production or fulfillment has begun. A personalized order cannot be cancelled once customization or production has started.

Refund timing

If a refund is approved, it will be issued to the original payment method. Your bank or payment provider may need additional time to process and post the refund.

Contact us

For help with a return, refund, replacement, or order issue, email support@pawtatostudio.com and include your order number.

This policy does not limit any rights you may have under applicable consumer protection laws.