Refund Policy
At Pet Pawtrait Co, we take great pride in creating high-quality, handcrafted keepsakes that celebrate the pets you love. Because each item is custom-made especially for you, we have designed our policy to be fair to both our customers and our small business.
Quality Guarantee
Your satisfaction is important to us. If there is an issue with the quality or workmanship of your order, please contact us within 14 days of receiving your item and we will work with you to make it right.
Depending on the situation, we may offer:
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A replacement item
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A repair
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A partial refund
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A full refund
Any approved refunds will be returned to the original payment method and are typically processed within 3–5 business days.
For assistance, please contact us at:
Damaged or Incorrect Orders
If your order arrives damaged, defective, or you have received the wrong item, please email us within 7 days of delivery with:
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Your order number
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A description of the issue
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Clear photographs of the item and packaging
Once reviewed, we will arrange a replacement or appropriate resolution at no additional cost to you.
Order Changes & Cancellations
Because we begin creating your artwork shortly after your order is placed, cancellation requests must be made within 24 hours of purchase.
Once artwork has been designed or production has commenced, cancellations may no longer be possible.
If artwork has already been completed, an artwork fee may be deducted from any approved refund.
Returns
As all Pet Pawtrait Co products are personalised and made specifically for each customer, we do not accept returns or exchanges for change of mind.
However, if there is a problem with your order, please contact us and we will do our very best to find a solution.
Customer Approval
Customers are responsible for carefully reviewing and approving their artwork before production begins.
Once artwork has been approved, Pet Pawtrait Co cannot accept responsibility for:
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Spelling errors
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Incorrect names
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Colour preferences
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Image selection
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Design choices that were approved by the customer
Please ensure all details are correct before approving your artwork.
Peak Seasons & Delivery Delays
During busy periods, promotions, and the holiday season, production and shipping times may be slightly longer than usual.
While we always do our best to deliver orders promptly, delays caused by courier networks, weather events, customs processing, or other circumstances beyond our control are outside of our responsibility.
Refunds cannot be issued for delays caused by factors beyond our control.
Questions?
If you have any concerns regarding your order, please don't hesitate to contact us.
Email: info@petpawtraitco.co.nz
Thank you for supporting our small New Zealand business. We are honoured to create a meaningful keepsake that helps you Wear Their Love.