Refund policy
Return & Refund Policy
We hope you love everything you order from Paws & Pinecones. Because many of our pieces are made or personalized especially for your pup, return eligibility depends on the type of item purchased.
Returns & Exchanges on Eligible Items
We accept return and exchange requests for eligible non-custom, non-personalized items.
To request a return or exchange, please contact us at Hello@PawsnPinecones.com within 7 days of delivery.
Your return must be requested and approved by Paws & Pinecones before the item is sent back. Please do not send an item back without contacting us first. Unauthorized returns may not be accepted.
To be eligible for a return or exchange:
- The request must be made within 7 days of delivery.
- The item must be unused, unworn, unwashed, and in its original condition.
- The item must be returned with its original packaging and any tags, when applicable.
- Proof of purchase must be provided.
- The return or exchange must be approved by Paws & Pinecones before it is mailed back.
Once an approved return is received and inspected, we will let you know whether the return has been accepted. Approved refunds will be issued to the original payment method.
Custom & Personalized Items
Because these pieces are created specifically for you and your pup, custom and personalized items are final sale and are not eligible for return or exchange.
This includes items personalized with names, custom embroidery, special requests, custom sizing, or other customer-requested modifications.
Please double-check all names, spelling, sizing, colors, and personalization details before submitting your order.
This does not apply if we made an error with your personalization or if your item arrives damaged or defective.
Made-to-Order Items
Made-to-order items that are not personalized or otherwise customized may be eligible for return or exchange unless the individual product listing states that the item is final sale.
If a made-to-order product is customized or personalized specifically for you, it is considered a custom item and is final sale.
Return Shipping
Unless the item arrived damaged, defective, or incorrect due to an error on our part, customers are responsible for the cost of returning an item to Paws & Pinecones.
Original shipping charges are non-refundable except where required by law or when the return is the result of our error.
For exchanges, customers are responsible for return shipping and any applicable shipping costs for the replacement item unless the exchange is necessary because of an error on our part.
We recommend using a trackable shipping method when returning an item. Paws & Pinecones is not responsible for return packages that are lost or damaged in transit.
Items That Cannot Be Returned or Exchanged
The following items are not eligible for return or exchange:
- Custom or personalized items
- Items altered or customized at the customer's request
- Gift cards
- Items marked Final Sale
- Used, worn, washed, or damaged items
- Items damaged through misuse or improper care
Sale or discounted items may be returned unless the product was clearly marked Final Sale at the time of purchase.
Sizing & Color
Please review all product descriptions, measurements, sizing information, and personalization details carefully before placing your order.
We do our best to photograph and display our products as accurately as possible. However, colors may appear slightly different depending on lighting, photography, and individual screen settings.
Choosing an incorrect size does not qualify as a defective or incorrect item. However, an eligible non-custom, non-personalized item may still qualify for a return or exchange under the standard terms of this policy.
Damaged, Defective, or Incorrect Orders
Please inspect your order when it arrives.
If your item arrives damaged, defective, or you receive an incorrect item, please contact us at Hello@PawsnPinecones.com within 3 days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photographs of the packaging and shipping label when the issue involves shipping damage
We will review the issue and work with you to make it right. Depending on the circumstances, this may include a replacement, exchange, refund, or another appropriate resolution.
Please do not discard damaged merchandise or packaging until we have reviewed your request.
Cancellations
If you need to request a cancellation, please contact us as soon as possible.
Orders that have already entered production, been personalized, or shipped generally cannot be canceled.
If we are able to cancel an order before production or fulfillment begins, we will let you know.
Nothing in this policy limits cancellation or refund rights that may apply when an order cannot be shipped within the promised timeframe or where otherwise required by applicable law.
Refunds
Once an approved return has been received and inspected, we will notify you of the status of your refund.
Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time to post the refund to your account.
Right to Refuse a Return
Paws & Pinecones reserves the right to decline a return or exchange that does not meet the eligibility requirements stated in this policy,