Refund Policy

We've tried to make this fair and simple. The short version: you see your design before anything is made, and we stand behind what we ship.

The $29.90 design proof

Your proof fee is refundable in one case: if the first proof clearly cannot honor your pet from the photos provided, we'll refund it in full — no questions, no back-and-forth. If you'd simply like changes, one thoughtful revision is included before you decide.

When you go on to order your finished piece, the $29.90 applies to your order. We'll send you a personal credit code with your proof.

Finished pieces

Every frame and shadowbox is personalized — made for one pet, one family. Because of that, finished pieces can't be returned for a change of mind. This is exactly why we do proofs first: you approve every detail before we make anything.

Damaged or defective items

If your piece arrives damaged or has a defect in materials or craftsmanship, email us within 7 days of delivery with a photo at hello@pawhearth.com. We'll replace it at no cost to you.

How refunds are issued

Approved refunds go back to your original payment method, typically within 5–10 business days depending on your bank.

If anything here feels unclear, just write to us. We'd rather talk it through than hide behind policy.