Refund policy
Last updated: 07.09.26
At Paws & Keeps, each order is custom-made using the photo and personalization details provided by the customer. Because our products are personalized, we generally cannot accept returns or offer refunds for change of mind, incorrect size selection, customer-provided spelling mistakes, or approved personalization errors.
However, if there is a problem with your order, please contact us and we will do our best to make it right.
Personalized Products
Because our portraits and printed products are custom-made, they cannot be returned or refunded unless they arrive damaged, defective, incorrect, or there is a production issue.
This includes, but is not limited to:
- Custom pet portraits
- Pet and owner portraits
- Personalized posters
- Framed prints
- Products with custom names, dates, messages, or uploaded photos
Artwork Approval
For custom orders, we send an artwork preview before production.
Please review your preview carefully. Once the artwork is approved and the order is sent to production, we may no longer be able to make changes or cancel the order.
Paws & Keeps cannot be held responsible for typos, misspellings, incorrect dates, wrong names, or other customer-provided errors after the artwork has been approved.
Cancellations
If you need to cancel your order, please contact us as soon as possible at:
Orders can only be cancelled if our artists have not started working on the artwork and the order has not entered production.
Once artwork has started, or once the order has been approved and sent to production, cancellation may no longer be possible.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incorrect, or there is a production issue, please contact us within 7 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
After reviewing the issue, we may offer a replacement, correction, or refund where appropriate.
Digital Products
Digital files cannot be refunded once delivered, unless there is a technical issue, production error, or the file provided is incorrect.
Refunds
If a refund is approved, it will be processed back to your original payment method.
Please allow several business days for the refund to appear in your account, depending on your bank or payment provider.
Non-Returnable Items
The following items cannot be returned unless they arrive damaged, defective, incorrect, or there is a production issue:
- Personalized products
- Custom artwork
- Digital files after delivery
- Products approved by the customer before production
Contact Us
For any refund, replacement, or order issue, contact us at:
Paws & Keeps
Operated by Unison Digital Ltd.
General Georgi Popov № 9, Floor 1, Apt. 14
9000 Varna, Bulgaria