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Refund & Return Policy

At PawsAtelier, every customized pet item we create is handcrafted and tailored uniquely to your beloved furry family member. Because these bespoke products feature personalized details (such as custom engravings, specific measurements, or selected fabrics) that cannot be resold, the vast majority of our custom products are not eligible for returns, exchanges, or refunds.

However, we are fully committed to your satisfaction. For any other non-custom items or exceptional situations, please read our detailed policy below, and we will always work with you to find a fair solution.

## 1. Custom & Personalized Items (Non-Returnable)

  • Due to the unique nature of personalized products (including but not limited to engraved id tags, custom-named collars, and custom-sized harnesses), all sales of custom items are final.

  • We do not accept returns or refunds for customer errors, including but not limited to misspelled names, incorrect phone numbers provided, or wrong size selections. Please double-check your customization details before finalizing your order.

  • Other Issues/Special Concerns: If you experience any other unexpected issues with your custom product, please reach out to us at chao.open@gmail.com. We evaluate every situation individually and are always open to discussing an amicable, case-by-case solution to ensure you and your pet are happy.

## 2. Non-Customized Items (30-Day Return Window)

For standard, non-personalized items only, we offer a 30-day return policy. You have 30 days after receiving your standard item to request a return.

  • Eligibility: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, free of pet hair/odor, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

  • How to Start a Return: To start a return for a non-custom item, you can contact us at chao.open@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS] * If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

## 3. Damages and Issues (Our Guarantee)

Please inspect your order upon reception. Contact us immediately at chao.open@gmail.com if the item is defective, damaged during transit, or if you receive the wrong item (e.g., a misspelling made on our part).

We will evaluate the issue right away and make it right by offering a free replacement, a partial discount, or a full refund depending on the case.

## 4. Exceptions / Non-Returnable Items

In addition to custom products, certain other types of items cannot be returned, such as perishable goods (such as pet food or treats), personal care goods, or clearance/sale items and gift cards.

Please get in touch if you have questions or concerns about your specific item.

## 5. 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 any reason and without a justification.

⚠️ CRITICAL LEGAL EXCEPTION: In strict accordance with EU consumer protection laws, this 14-day cooling-off period DOES NOT apply to custom-made, personalized, or bespoke items. It only applies to our non-customized standard products, which must be returned unworn, unused, with tags, and in their original packaging.

## 6. Exchanges

The fastest way to ensure you get what you want (for non-custom items) is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

## 7. Refunds

We will notify you once we’ve received and inspected your eligible return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

If more than 15 business days have passed since we’ve approved your return, please contact us at chao.open@gmail.com.