Store Policy

Can I get a refund/exchange for my purchase? 

Since our products are personalized especially for your pet, we do not offer the option of exchanging the product or obtaining a refund. However if the product is received by you in a damaged state or if there is a mistake from our side in terms of size or in fulfilling your choice of customization ( colour, name, design, etc.) we will be happy to replace the product for you as per your order or offer you a refund! 

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If eligible, when and how should I raise the request for refund/exchange of my purchase? 

Request for refund/ exchange should be raised within 5 days from the day of delivery. 

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To raise an exchange request, please follow the instructions below:
Step 1: Mention your invoice number and send a photograph of the package to chirag@pawstomize.com

Step 2: We will get back to you on your request for refund/exchange. 
Step 3: If request for refund/exchange is found to be eligible, we will arrange for pick up the product from you at no cost to you**. Please make sure that the product is unused with all tags intact. Do keep the pick up slip safely with you so that we can coordinate with our delivery partners on your product.
Step 4: If opted for exchange, we will follow up with you on the modified order. If opted for refund, the refund will be initiated to you shortly. 

** Note that while the first exchange is free of cost, consequent exchanges may be at a cost borne by the customer.

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