Refund policy

# Return & Refund Policy

Thank you for shopping at Pawool. We want you to be completely happy with your custom pet artwork and products. 

Because our products are custom-made and personalized with your pet's photo, we have tailored our return and refund policy to ensure fairness and full customer satisfaction.

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### 1. 30-Day Return & Replacement Guarantee
We offer a 30-day policy from the date you receive your item. If 30 days have passed since delivery, unfortunately, we cannot offer you a refund or exchange.

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### 2. Damaged, Defective, or Incorrect Items (Full Refund or Free Replacement)
Please inspect your order upon reception. If your item arrives damaged, defective, misprinted, or if you received the wrong item, please contact us immediately at **friendlyphp777@gmail.com** with:
1. Your Order Number
2. A clear photo or video showing the issue/damage

Once verified, we will happily provide a **100% free replacement reprint** or a **full refund** to your original payment method—no need to return the damaged item.

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### 3. Custom & Personalized Products Policy
Due to the custom nature of our products (custom printed pet portraits, mugs, blankets, etc.), we cannot accept returns or offer refunds for:
* Customer change of mind after the order has been printed or shipped.
* Selection of incorrect sizes, colors, or uploaded low-resolution/blurry photos (where the preview was already approved).

However, if you wish to cancel or modify your order, please contact us within **12 hours** of placing it. Once artwork approval or production has started, modifications may no longer be possible.

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### 4. European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for non-customized standard items for any reason and without justification. The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

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### 5. Refunds Process
If a return or refund is approved:
* Refunds will be processed automatically back to your original payment method within **5 - 10 business days**.
* Please remember it may take some time for your bank or credit card company to process and post the refund.
* If more than 15 business days have passed since we approved your refund, please contact us at **friendlyphp777@gmail.com**.

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### 6. Contact Us
For any questions regarding returns, damages, or refunds, please reach out to us:
* **Email:** friendlyphp777@gmail.com
* **Return Address:** YangGuang liShe, ZhangDian, Zibo, 255000 Shandong, China