Política de reembolso

Refund & Returns Policy

At Paw and Frankie, we stand behind the quality of our gear. Due to the personalized nature of our products and strict hygiene standards for pet accessories, we enforce a strict policy on all sales, cancellations, and returns.

Order Cancellations (Pre-Dispatch)

We work quickly to prepare orders and queue custom items for production. If you need to cancel your order before it leaves our facility:

  • Pre-Production Cancellations: Once an order enters processing—including item picking, generating shipping labels, or customer verification—cancellations are subject to a 10% administrative and handling fee (a 90% refund will be issued). This covers non-recoverable payment processor costs and order handling.

  • Production Cut-off: Once an item has undergone laser engraving or has dispatched, the order is final and cannot be canceled, redirected, or refunded.

All Sales Final: Change of Mind & Sizing

To maintain strict hygiene standards and protect the health of all pets, we do not accept returns or exchanges for change of mind, buyer's remorse, or incorrect sizing selection.

  • This policy applies to all items across our store, both personalized and non-personalized.

  • Please review our sizing charts carefully and measure your pet before completing your purchase.

Customer-Submitted Engraving Details

Because custom gear is laser-engraved specifically for your pet, we engrave exactly what is provided at checkout.

  • Submitted Details: Please double-check all text, spelling, and contact numbers. If an ambiguity or formatting error in your submission is identified during our prep stage and you opt to cancel rather than provide corrected details, the cancellation remains subject to our standard 10% handling fee.

Damages, Defects & Order Errors

We guarantee our goods against manufacturing defects and errors made on our end. If your item arrives damaged, defective, or contains an incorrect engraving made by our team, we will replace or refund it immediately at zero cost to you.

  1. Contact us within 72 hours of delivery at hello@pawandfrankie.com.

  2. Provide your order number along with clear photos showing the defect, the entire item, and the shipping parcel label.

    Note: We do not cover damage caused by general pet wear and tear, chewing, or rough play.

Refund Processing (For Eligible Cancellations or Defects)

If a refund is approved for a pre-dispatch cancellation or a defective item, it will be processed back to your original payment method. Please allow 5 to 10 business days for the funds to reflect in your account, depending on your bank's processing times.