Refund policy

Last updated: September 4, 2026

We want every Paw&Story order to arrive as promised. This policy explains cancellations, returns, replacements, and refunds for personalized and non-personalized products.

Personalized and custom-made products

You may cancel a personalized order within 24 hours of purchase for a full refund. After that period, production may have started and cancellation or change-of-mind returns are not available.

When a preview is part of the product process, we will send it before shipment. Please review names, colors, markings, and other requested details carefully. One reasonable revision is included if the preview materially differs from the reference photos or instructions you supplied. Once you approve the preview, the order cannot be cancelled or returned because of a change of mind.

Small differences in color, texture, placement, and hand-finished details are part of a custom or handmade product and are not defects.

Non-personalized products

You may request a return within 30 calendar days after delivery. The item must be unused, unworn, in its original packaging, and in resalable condition. Contact us before sending anything back so we can confirm eligibility and provide the correct return instructions.

Damaged, incorrect, or missing orders

Please inspect your order when it arrives. Contact us within 7 calendar days if an item is damaged, materially defective, or different from what you ordered. Include your order number and clear photos or video of the item and packaging. For an approved claim, we will provide an appropriate replacement, remake, or refund at no additional product cost.

If tracking shows no delivery or a parcel appears lost, contact us so we can investigate with the carrier. Confirmed shipping loss is eligible for replacement or refund.

Return shipping and exclusions

For an approved change-of-mind return, the customer is responsible for return shipping and the original shipping charge is not refundable. If the return is required because of our error or an approved defect, Paw&Story will cover the reasonable return or replacement shipping cost.

We cannot approve a refund for an incorrect address supplied by the customer, refusal of delivery, ordinary wear, misuse, accidental damage, or a custom product that matches the approved preview. This policy does not limit rights that cannot be excluded under applicable consumer law.

Refund timing

We normally review complete requests within 5 business days. Approved refunds are sent to the original payment method. Your bank or payment provider may require an additional 7–10 business days to post the credit.

Start a request

Email niujay396@gmail.com or call +86 198 5653 9102. Include your order number and do not return an item until we provide return instructions.