Refund policy

Refunds & Returns

Our Happy Guarantee

Every Paw & Glory personalised portrait is created specifically for you.

Because personalised products cannot normally be resold, they are subject to different cancellation and return rules from ordinary non-personalised products.

We want you to love your artwork, and we’ll do our best to put things right if something goes wrong.

Your statutory consumer rights are not affected by this policy.

Cancelling or Changing an Order

You may cancel or request a change to your personalised order within 2 hours of placing it for a full refund.

Cancellation requests must be sent to:

support@pawandglory.com

Requests sent through social media, WhatsApp or website chat cannot be guaranteed within the cancellation window.

After the first 2 hours:

• If artwork has not yet begun, we may offer store credit for the full order value.
• If artwork has already begun, store credit may be offered minus a small artist fee to cover artwork already completed.
• Once artwork has been approved and released for printing, the order can no longer normally be changed or cancelled.

Please contact us as quickly as possible if you need to alter your order.

These conditions apply to personalised orders and do not limit the statutory cancellation rights that apply to eligible non-personalised products.

Artwork Previews & Revisions

Every personalised portrait includes an Artwork Preview before printing.

Standard Artwork Preview: 2–3 days

First In Line / Express Artwork Preview: 1–2 days

First In Line and express artwork services prioritise the creation of your artwork. They do not automatically speed up printing or courier delivery.

Artwork revisions:

• Unlimited small artwork revisions are included before approval.
• Your first major change, such as replacing the photograph or switching to a different costume, is included.
• Further major changes may incur a small additional artist fee because they can require the portrait to be recreated.

Once you are happy with your artwork, you can approve it for printing.

Printing normally takes 3–5 working days after artwork approval.

Personalised Products

Personalised products are made specifically for you and cannot normally be returned or refunded because you:

• Changed your mind.
• Ordered the wrong size.
• No longer require the product.
• Supplied an unsuitable photograph.
• Approved your artwork and later changed your preference.

We provide an Artwork Preview before production so that you can check the design and request changes before approval.

This exclusion applies to change-of-mind returns only. It does not affect your statutory rights if a product is faulty, damaged, incorrect or not as described.

If Paw & Glory Makes an Error

If we print or send something that does not match your approved artwork or order, please contact us as soon as possible.

We will review the issue and arrange an appropriate replacement, at no additional charge, where we are responsible.

This does not affect any refund or other remedy you may be entitled to under consumer law.

Damaged, Faulty or Incorrect Products

If your order arrives damaged, faulty or incorrect, please notify us within 30 days of delivery to request a replacement through our standard replacement process.

You can submit your request here:

https://www.pawandglory.com/pages/request-a-replacement

Please include:

• Your order number.
• Photographs clearly showing the problem.
• Photographs of the packaging, where relevant.

Once we have reviewed and confirmed the issue, we will arrange a replacement at no additional charge where appropriate.

Important: Our 30-day reporting period is intended to help us resolve replacement requests promptly. It does not limit or remove your statutory rights if a fault is discovered or reported after 30 days.

Where consumer law entitles you to a refund or another remedy, those rights continue to apply.

Onward Order Protection

If you purchased Onward Order Protection at checkout and your claim relates to loss or damage during transit, you can submit your claim through:

https://app.useonward.com/inquiries/new?s=www.pawandglory.com

If you are unsure whether your order was protected, please contact us first.

Onward Order Protection is an optional additional service. It does not replace or limit your statutory consumer rights against Paw & Glory.

Non-Personalised Animal Wall Art

For eligible non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving it, without providing a reason.

Once you notify us of your decision to cancel, you have a further 14 days to return the goods.

Please contact support@pawandglory.com before returning an item so we can provide return instructions.

You may inspect the product as you would in a shop, but please avoid using or handling it beyond what is necessary to assess it.

For change-of-mind returns:

• Return postage is normally the customer’s responsibility, unless we agree otherwise.
• We recommend using a tracked delivery service.
• We will refund the cost of the eligible returned item and any standard outbound delivery charge you paid, as required by applicable consumer law.
• Any additional amount paid for an upgraded or express delivery service is not normally refundable beyond the standard delivery charge.
• A deduction may be made if the value of the goods has been reduced through handling beyond what is necessary to inspect them.

Where the goods are faulty, damaged, incorrect or not as described, your statutory rights apply, including any applicable entitlement to return costs.

Personalised products are exempt from the normal 14-day change-of-mind cancellation right.

Refund Processing

Where a monetary refund is approved, Paw & Glory normally processes it within 3–5 working days, or sooner where required by law.

For eligible statutory cancellations involving returned goods, refunds will be made within the applicable legal timeframe.

Refunds will normally be issued to the original payment method unless you expressly agree otherwise.

Your bank or payment provider may take additional time to display the funds.

Contact Us

If you need help with an order, artwork revision, cancellation, replacement or refund, please contact our customer support team.

Email: support@pawandglory.com

WhatsApp: +44 7555 114010

Replacement Requests: https://www.pawandglory.com/pages/request-a-replacement

We’re here to help make sure your Paw & Glory experience is a happy one.