Returns Policy

RETURNS

If there is a problem with your order, please first contact us at contact@pawprintillustration.com or via the Contact page and explain the situation.

Once your refund request has been authorised, please return your order to the return address on the back of your parcel.


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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Non-returnable items:

  • Custom/Personalised items


To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@pawprintillustration.com.

Late delivery
The shipping estimates are not guaranteed and may take longer depending on how customs (if applicable) and shipping providers are coping. If you don't receive your order within the estimated time frame, it is up to you to notify us within 90 days of estimated delivery. If you notify us outside of that timeframe we will not be able to send a replacement or refund the order.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@pawprintillustration.com and send your item to the return address on the back of your parcel.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be emailed to you (Custom/Personalised items not eligible for refund)

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.


Shipping
To return your product, you should mail your product to the return address on the back of your parcel.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.